Virgin Media Home Broadband Reviews
Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving.
Below are all the reviews we've received for Virgin Media.
How Virgin Media compares:
- Typical Satisfaction
- Typical Speed
- Typical Service
- Typical Reliability
See which providers rate better than Virgin Media:
Ratings league rankings
Ratings league rankings
Recent customer ratings for Virgin Media
Based on 1224691 customer ratings since October 2023July 2009 ()
Satisfaction
1.38 stars
1.38 stars
Customer Service
1.37 stars
1.35 stars
Speed
2.1 stars
2.16 stars
Reliability
1.82 stars
1.78 stars
- Read our Virgin Media buyers guide
- Ratings are left by users of our speed test as well as reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.
Add your own review of Virgin Media
5007 Customer Reviews over pages
Reviewer
Ali
Location
Date
17/10/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Reviewer
Bevsta
Location
Date
17/10/2024
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Not had any problems, they are really easy to contact.
Reviewer
Lucy
Location
Date
16/10/2024
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
They seem to be reliable I have never had any problems and it always works well.
Reviewer
Claireq
Location
Date
16/10/2024
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Happy with virgin broadband
Reviewer
MR Wojtek
Location
Newton Abbot
Date
15/10/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
just got an update for broken broadband and it'll take a week to fix it which is some kind of joke. I'm working from home and broadband is my tool to do my job. this is unbelievable!
i wouldn't recommend unless you're happy to wait a week until they fix the problem and you're stuck with no Internet.
Reviewer
Guy Pickles
Location
Norwich
Date
14/10/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The crispest WiFi in all of the land
Reviewer
Dp
Location
Preston
Date
12/10/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Cant complete one switch correctly have the cheek to charge you 2 more bills for the inconvenience customer service shocking complete diabolical company to deal with , switch to EE customer service can't do enough to help you with uk based call centre
Reviewer
Sharon Johnson
Location
Bradwell
Date
11/10/2024
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Now we don’t need the high speed so much we are looking for a cheaper option.
Reviewer
stinger
Location
east anglia
Date
10/10/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
really unreliable broadband service, it goes off far too often for long periods, when its on you can often experience high latency some days which is worse than slow speed.
their TV service fed via the same cable is poor also with outages and picture breakup
Reviewer
Stephen
Location
Manchester
Date
09/10/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Upon chance I realised only through checking my online banking that VM have been taking £59 a month when I was originally paying £28. Contacted VM who told me my contract had expired and they notified me via email. I've since checked my emails and no notification that my contract has expired but they will not refund me the overpayment. Be careful with VM they are not a trustworthy company and will take money out of your account without authorising! They are lucky to get 1 star.
Reviewer
Pete
Location
Date
08/10/2024
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Second time I've been with Virgin - and generally they have been pretty good. Rarely have issues with downtime and speeds are very good when you're in the same room as the router. They do drop off if you go further away though, which is to be expected, but perhaps not only a couple of rooms away. No need to call customer service yet - but overall great value in terms of speed for the price.
Reviewer
Jean
Location
Berkshirerg
Date
07/10/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I agree that the company is to be avoided. One department cannot liase with the other (left hand doesn't know what thelse right hand is doing). Totally disorganised! ,
Reviewer
Steve Vaughan
Location
Rubery
Date
03/10/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not go near this company
Customer service non existent speeds do not exist impossible to get any support or help
Had no service for over 3 months still waiting for engineers support after 3 no shows.
It’s a company in total chaos stay away the speeds and service they claim do not exist , when you have issues they are unable to support
Reviewer
Gabriele
Location
Peterborough
Date
24/09/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I’ve been with virgin media for over 13 years I decided to cancel as it’s costing me £76.17 a months now I’ve been told over the phone that if I want to cancel I will need to pay for 4 months more or I pay cancellation fee £175 plus one months pay, I don’t recommend virgin media to anyone!!!!!!!!! Bad costumer service they won’t even let me to arrange payment plan. Very bad im glad I’m leaving…
Date of experience: 24 September 2024
Reviewer
Will
Location
London
Date
15/09/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Truly Awful.
Reviewer
Philipp
Location
Norwich
Date
13/09/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible Company
Avoid at all costs, even if you think it's cheaper, ultimately it isn't.
Reviewer
Joanne
Location
Dorest
Date
10/09/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
After calling to discuss the options that they offer I was not advised that there is a limit to how many devices can be connected to the WiFi at one time. I was sold m125 as they advised this would give me a better speed for the same cost as I was paying sky but failed to inform me that I would only be able
To connect 4 devices when considering I have a household of 7 who all have mobile phones and 4 smart tvs in the property this product would never of been suitable for our household needs. I called up within 1 month to explain that although the speed tests all show speed of 125 we were struggling to use our tvs and consoles that were upstairs to which I was told that i would need to upgrade to m350 at over double the cost and although they offer it at a discounted rate of £36pm for new customers as I was already with them since 1/8/2024 I wasn’t eligible and if I wasn’t happy with that I could terminate the contract by paying the exit fee which would be 17 x my monthly payment of £27. Absolutely disgusting service and miss selling I wouldn’t touch them with a barge pole !!!
Reviewer
Ava
Location
Cardiff
Date
05/09/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would give 0 starts if possible. Avoid virgin media broadband at all cost. We are a busy university household (which isn’t even at capacity yet) therefore selected the correct broadband deal for our needs. For 2 months the WiFi has not worked in all of the rooms bar the room that the box is fitted. I have been calling virgin media for 2 months and still to this day have had no improvement of WiFi. The customer service has been terrible as not once have i spoken to the same person about our ongoing issues and no notes or complaints have been registered on their side therefore when I get offered a possible solution like a booster, it doesn’t arrive as they never made any notes to get it ordered. All the call handlers quote is what the ‘computer diagnostic’ says instead of listening to their paying customer who is experiencing there terrible service first hand. I have been offered £15 compensation when we have been paying £41.99 a month for our WiFi which is an insulting offer of compensation when the service they have provided has been giving 5% of the minimum guaranteed speed. Would love to cancel the contract and move to someone else however we don’t have a spare £300 to do so. Save yourself hours on the phone and do not use virgin media.
Reviewer
Lee
Location
London
Date
05/09/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Frustrated with Broadband Delays in London? Beware of Virgin Media
If you're considering broadband operators in London, you may want to think twice about Virgin Media. While their online sign-up process is straightforward, the service quickly becomes a series of frustrating delays. It's been over a week since I placed my order, and after an installer damaged my wall and failed to set up the connection, I'm now left waiting another week for any response.
Virgin Media's lack of urgency and poor customer care make it clear they aren't prioritizing their customers. If you're new to the UK or looking for reliable internet service, it might be worth exploring other options to avoid unnecessary stress.
Reviewer
John
Location
Sheffield
Date
04/09/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Can't speak to customer service to cancel my account one phrase sums my opinion up ' even Dick Turpin wore a mask'
Reviewer
Paul
Location
Macclesfield
Date
29/08/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Terrible customer service. It's always difficult to get through to customer services and there's no reason to stay loyal. They will increase the price enormously once your contract ends and make it difficult for you to cancel. Avoid them unless you want to go through major hassle at the end of your contract
Reviewer
Julie Down
Location
Winchester
Date
24/08/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
After renewing contract which I was quoted a reasonable cost we noticed a separate additional cost also.
So instead of paying £29 we were also paying £15.30.
After alot of phone calls to try to talk someone from the correct dept we were unknowingly sold a volt package which the extra charge was for a mobile sim card which we never asked for and did not receive.
Because we are in a 18th contract this extra payment has to be paid until then
Don't get caught the same as us.
Rip off provider.
Reviewer
Jamie
Location
Lancs
Date
11/08/2024
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Call center states they only support windows / Mac / ios and android. Therefore printers, TV’s, consoles etc are not covered for support. The TV, printer and PlayStation cannot connect to the internet through their hub (all worked fine with Sky).
Bottom line, don’t bother because when it doesn’t work it’s ‘not their fault’ because it’s not a supported device….
Reviewer
KK
Location
harrow
Date
08/08/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media customer services is non existent! I have been on the phone on to them for 2 hours at a time and they still can't resolve the issues. completely useless and the worst thing is every person they forward your call to starts by confirming your ID! had enough of this 'rubbish' service from a well known company so I left to a proper broadband provider.
KEEP AWAY FROM Virgin comms!!!!!!
Reviewer
Peter
Location
Portishead
Date
11/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
The Internet itself was fine most of the time but nowhere near the advertised speed or the speed the technician showed me with installation.
The new broadband technician said the virgin media installation at the exterior was shocking and that they removed some of our home insulation without replacing it or informing us of it.
The bill went up from 35 to 100 after the 18 month contract ended and you are forced to give 30 days notice so now I have to pay that amount a second time before I can leave.
They added a TV package that I never used, so I asked for a refund and cited the appropriate laws like the consumer rights act, and this was ignored.
Trying to cancel was a very bad experience. I had to verify myself 5 times, because I kept getting disconnected. The agents seem to drop your query almost at will and then you have to start all over again. The process for cancelling is awful. I probably won't consider virgin media again for a good 20 years or so.
Stay away.
Reviewer
Alfie
Location
CV1
Date
03/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Avoid this company at all costs
Reviewer
Chris
Location
SW14
Date
25/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Due to price hike £29 to £63 I asked to reduce speed and price. They offered a higher speed at the same price or a lower speed at a higher price. The keep trying to sell you speeds that are not necessary. Takes ages to speak to a person who is following a script rather than listening to your questions. Awful customer service.
Reviewer
Rachelle Nrown
Location
Leeds 15
Date
23/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Arranged to get broadband fibre installed at my home. Booked on 4th June to have installed on the 24th June.
The external cable from the telegraph pole was connected around the 6th June. As the cable was running over the corner of a roof tile I contacted virgin. A engineer came out on the 19th June he was dismayed at how it had been done and said it would eventually fail.
On the morning of Sunday 23rd June I received a call from virgin to confirm my engineer would be calling the following day Monday 24th between 8 and 1 to see if someone would be at home I confirmed that I had taken a day off work to be available.
I asked when the issue with cable would be resolved, the virgin customer service rep put me on hold coming back a few minutes later and said that due to the cable issue they were rescheduling the internal connection I tried to explain that was not needed to be done prior to the internal work and had cancelled the install due the next day and would reschedule.
I tried to talk to the virgin rep but she didn’t understand what I was trying to explain and hung up.
I received a text message moments later with a new fit date over a week later.
I phoned the call centre moments later to try rectify the issue with absolutely no success or help.
This is my first dealing with the Virgin brand and my experience is probably the worst customer service I have ever received. We have cancelled our broad band contract with virgin. We did not recrive a retention phone call??
Stay well clear of the brand. If i could submit this form with no STARS i would
Reviewer
Farrah
Location
Leicestershire
Date
18/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dear Virgin Media Customer Service,
I am writing to express my dissatisfaction with the service I have received following a power outage in my area on Saturday, June 15th. My Virgin Media router was damaged as a result of the power surge, and I have been without internet access since then.
Despite numerous phone calls to customer service, I have been unable to get the issue resolved. Appointments with technicians have been repeatedly canceled, and I have received conflicting information from different representatives.
I understand that this may be a larger problem in the area, but I am frustrated that other internet providers were able to resolve similar issues for their customers on the same day. I work from home and rely on the internet for my livelihood, and this prolonged outage is causing significant disruption to my work and personal life.
I am disappointed with the lack of urgency and effectiveness in resolving this issue. I would appreciate it if you could escalate my case and ensure that a technician is sent to my home as soon as possible to assess the damage and restore my internet service.
Thank you for your attention to this matter.
Sincerely,
Farrah
Reviewer
Maria
Location
Date
16/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unfortunately unable to put minus 5 stars.. The biggest mistake I did and sign up with them, stay away at any cost..The bill is always wrong, every month calling them around 7-8times to get it sorted and fixed only to get same issues over next month and its now been 5 months. Their complaint department and customer services doesn't understand anything and all they do is escalating the issue after that telling you they tried to call but couldn't reach you so closing case and you are going same circle over and over.
Reviewer
Maria
Location
Date
16/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Unfortunately unable to put minus 5 stars.. The biggest mistake I did and sign up with them, stay away at any cost..The bill is always wrong, every month calling them around 7-8times to get it sorted and fixed only to get same issues over next month and its now been 5 months. Their complaint department and customer services doesn't understand anything and all they do is escalating the issue after that telling you they tried to call but couldn't reach you so closing case and you are going same circle over and over.
Reviewer
Kate
Location
Bristol
Date
14/06/2024
Comments:
Rated 1 out of 5 stars
Avoid !!!!!
Terrible customer service. Weird giggling agent telling me to find a boyfriend to help me pay my £63!!! Bill! Going round in circles. Wanted to cancel as was end of contract but she stuck a whole other contact on. Scammers tbh . Stressed right out .
Reviewer
Ershan
Location
Enfield
Date
07/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I had to cancel my services today because I am moving homes and where I am going my friends already have a connected active virgin media account. The company is trying to charge me £500 something for services until the end of my contact, as I ''do no wish to move my services to my new address''. Clearly the case is that I am unable to move my services, not that I do not wish to do so. Do I tell my friend to cancel his services so I can bring my ones over? This is ridiculous. The company is causing me stress and demanding for money I do not have - hence why I am moving out from my current home. How can you try to charge me for services I will not be using and cannot move with me? This company has no regard for customers and their situations- I will not be using them in the future.
Reviewer
jane
Location
north east
Date
07/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Issues with connectivity and speed ever since I switched to them a few months ago. Had 2 engineers out, had modem changed but issues persist. Booked 3rd engineer who never showed. Ofcom require automatic compensation for missed engineer appointments but Virgin denied culpability. Tried to end contract but Virgin said I would need to pay £320 early termination fee even though they have broken their own contract by failing to supply the required services set out in their contract.
The absolute worst internet provider I've ever come across and wish I'd just stayed with my last provider.
Reviewer
Michael
Location
Wimbledon
Date
04/06/2024
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
They charge me £77 for the package that is advertised for £40 on their site. Contract has long expired, yet they refuse to renew the contract at £40. Even after to wrote to the Virgin Media CEO Lutz Schueler, he passed the message to complaints, and they never reply. Atrocious service. Don't even think of joining them and run at first opportunity.
Reviewer
Jon Madin
Location
Garden
Date
01/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter rubbish I am sat in my garden 12 ft away from the box so to speak and never knew Queen bohemian rhapsody was 86 minutes long!!.
It cuts out starts again, cits out starts again, cuts out starts again and repeats for that time frame, remember Norman Collier if you are old enough just like him.
Thought Sky was bad this is far worse.
You would be better throwing money out the window than have this poor performance.
Avoid Virgin.
Reviewer
MH
Location
Manchesfer
Date
01/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Worst ever, do not even think of using them
Reviewer
Sarah
Location
Bristol
Date
30/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I'm adding this review to as many sites as I can, I have decided to do as many sites as attempts I had to make to cancel my Virgin Media despite being out of contract.
So expensive! Always increasing the bills. Much cheaper elsewhere. Customer service awful. Took five calls and many Web chats to finally get cancelled. DO NOT BOTHER
EDIT: even after the 5th call we were sent ANOTHER contact to sign. Their cancellation centre is clearly up to something dodgy! I then tried to cancel on the web chat, was on the web chat for over an hour (remember I am out of contract), waiting and waiting while they make more promises that they are cancelling my contract. Assurances that its all done and an email will be with me within 48 hours. Guess what...
Email never comes! I ask for transcript of webchat (which you are given the option of in an email). Guess what...
The transcript never comes. I try again on the web chat exactly the same promises. They started by saying that they had no record of my cancellation. Luckily I took screen grabs of the first web chat as I just knew they were being dodgy. Then they did manage to find a record, after about another hour qnd refusing to leave the web chat until the email is sent (remember that I am out of contract) it finally arrives. Guess what...
The 30 day notice started on that date! So clearly there had never been a cancellation process started! Asked for a transcript. Guess what...
Transcript never came! Their customer services have clearly been out sourced to an unscrupulous, sales company who are lying and playing dirty tricks to make it difficult for you to cancel. I have made a data access request for all of the transcripts and recordings of calls. I have put in a customer service and a staff conduct complaint and intend to bundle all of the information up to make a complaint to Ofcom. Something needs to be done about this.
Reviewer
Hollie
Location
Essex
Date
29/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Virgin review
Broadband package deal came to an end so contacted customer service and spoke to Khutso (who was not helpful at all) 30 days prior to give my 30 days notice to cancel (as that’s what they require). I asked for an email address just to be told “virgin media does not have a email address” so cannot contact them that way to confirm in writing that I wanted to cancel. Received email confirmation on the same day (22nd April) of the cancellation and information regarding returning their kit. I contacted on 29th April just to confirm the cancellation however they kept cutting me off so I believed as I had the confirmation email, everything was processed! Today is the last day of the contract and still not received the return kit package so I contacted customer service just to be told that my cancellation had not been processed and I needed to give another 30 days notice! I was on the phone for a total of 45 minutes today just to be put on hold for the majority of that as they are “processing the cancellation”. I was then transferred to another team who didn’t answer the phone to speak to me. They just left me on mute and then eventually hung up on me! I tried to contact them back again but it kept cutting me off! How many times do I need to keep calling to speak to someone to get confirmation of cancellation!? Absolutely fed up and disgusted with the way I have been treated and quite clear they don’t like people to cancel because they don’t want to loose money so they just avoid speaking to them and hang up to make it more stressful for us! Absolutely disgusting customer service. I was going to take out another package deal once I had my new fixed address however after the stress of this, I absolutely will not be using virgin media again and certainly DO NOT RECOMMEND USING THEM!!
Reviewer
A.S.
Location
Lanarkshire
Date
24/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Recent change to virgin- internet spasmodic and unreliable- keeps turning off and I have to reset- AND it has never worked upstairs….. I’ve been provided with 2 pods and Virgin won’t supply the third pod we need (why??).
Waited for 4 hours today for an engineer we arranged two days ago to find out THEY cancelled without notifying us, despite no resolution to our problem- shockingly poor service. So no reliable internet for weeks now….
Virgins response- engineer in 3 days time (unless they cancel and don’t tell us) some customer service eh???
Reviewer
Daivydas Ajauskas
Location
Peterborough
Date
21/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Absolutely bad customer service and absolutely shocking contract. So my experience with the Virgin media business was very sad, they haven't contacted me before the end of contract and haven't contacted me after the contract ended, thought it's the law now, but they dont care. But when it came to me telling them Im leaving because my contract has ended a while now, they tried to keep me for 90 days ( which they said its the disconnection notice) which was noted in the contract, so they wanted me to uphold my part of the deal but they didn't care on upholding their part. After heated discussion with complaint department, they backed down and made me stay for 30 days... Now another disappointment with them was when they finally closed my account i was due 36£ but because they closed before refunding me they told me they cant give it back to me... So there you go Virgin media business is absolutely shocking business that doesn't care about the law their customers and steal their money in the end. Good luck to anyone that does business with them....
Reviewer
By
Location
Cambridge
Date
21/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrendous company. Just trying to move house, they offer no service in that area and want to charge me a calcellation fee when they know you cant. Charge me a month for 8 days service. Wont close you account for weeks after and want to charge you for it. Was told by customer service agents doesnt matter who calls you back you will still be treated the same, STAY AWAY FROM THEM. Even when you follow their process they charge you and then you will have to chase them for refunds. Hours on the phone, no questions answered difficult to understand operatives and will do anything to keep your money and keep you in contract at a property you dont even live in. Months of stress ahead now and also time to report to regulator.
Reviewer
Steven
Location
West london
Date
07/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
disgusting company that should be investigated.
Loyal customer for many years, thousands of pounds paid, but I found out how much of a scam company they are when I had to move house trying to cancel because virgin media are not in the new area where I'm relocating was an absolute nightmare going through WhatsApp messages speaking to people for hours being cut off being put on hold past around this went on for months. Then I was promised everything is cancelled and then I get a letter chasing me for money debt collectors pay that off then another letter comes again six months later. Absolute joke, very stressful. My credit score went from 900 points down to 480 and now I've got that on my credit report for six years, a default with missed payments disgusting company that should be investigated.
Reviewer
Ilenia
Location
Maidstone
Date
04/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I would not recommend Virgin Media to anyone! Their customer service is absolutely awful. It took 2 months to solve an issue that caused. I have wasted time and money just to be told lie after lie after lie. They are completely unreliable and not trustworthy.
Reviewer
Jackie Barker
Location
Ruislip
Date
03/05/2024
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Extremely difficult to speak to a person obviously designed to put off only the most persistent caller. Expensive and it appears Virgin expects you to complain about rising charges and will reduce them by a small margin quite willingly, only for the reduction to be whittled away in the next price rise.
Reviewer
Mike
Location
London
Date
01/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband price rises from £28 to £69. Call virgin media customer service, passed over 4 times and waiting for over an hour, the agent just hanged up and refused to cancel
Reviewer
K
Location
Suffolk
Date
28/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly do not even think about using this unreliable poor customer service provider you will regret it
Reviewer
Ian finegan
Location
Summerseat
Date
25/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful, after poor installation the whole lot stopped working and I was without internet andtv for 3 weeks. Very amature installation with exposed cables outside and a protective cover that was hanging off. Nobody was willing to come and look at the mess, the customer service is by far the worst experience I’ve ever had, they could not care less and resolved nothing, nasty company, AVOID
Reviewer
Alex
Location
London
Date
21/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Constant service cuts of over 24 hours with no previous warning. Completely unreliable, had to pay for a second Internet connection as it was not possible to use this one. Avoid at all costs.
Reviewer
Madison
Location
London
Date
05/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid Virgin at all costs. They charge exorbitant fees to cancel the contract, but also charge ridiculous fees to do anything in general. We upgraded our broadband to the most costly package because our wifi was working so poorly. The upgrade didn’t help and customer service was not helpful whatsoever in trying to rectify the issue. They made us go through the whole process of using their app to assess the broadband in each room. The app showed the quality of our broadband was poor in more than half the rooms, yet we still didn’t qualify for wifi extenders to be installed. When we inquired further, we were told they could send an engineer, but if they “decided” nothing was wrong, they would charge us £25 for the visit. Absolutely ridiculous, don’t waste your money!
Reviewer
Sean
Location
Heartfordshire
Date
05/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
It isn't obvious but Virgin line quality is shockingly bad. Most of the time browser caches and video buffering will hide the line drop outs. Poor line quality is hell for VPNs required for working from home. Spending fifteen minutes waiting and wondering what is happening while the router resyncs and trying to work is frustrating. Also the DNS servers occasionally go offline which makes using the internet next to impossible, but you ARE still connected confusing support staff. And Virgin won't mention this.
Our Tech Support Staff echo the comments about Virgin being the worst broadband supplier. DON'T use Virgin for working from home.
Reviewer
Andrea
Location
London
Date
04/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Tempted by low prices and promise of fast speeds, I am now trapped in a hell of no or intermittent service, and non-existent technical and billing support. My broadband has been out completely for days on end, and also intermittently cutting out for over four weeks. Virgin neither warns, apologises, nor compensates us. I’ve had to conduct important meetings from my phone sitting on a wall outside the house.
When I have tried to contact them I get obsequious apologies and absolutely zero help. I submitted a complaint; they responded that “we just checked your service and it’s fine, we are closing this complaint” - even though their records should show that engineers and subcontractors had been sent to our road every day for two weeks! Oh and I got an email announcing an 8% price rise after another weekend with zero service.
In despair after an online presentation and online PhD examination had to be cancelled because of unplanned outages, I tried to cancel my contract. Was told I owed £200 in penalties for early cancellation. I refused to pay so much money for such a faulty product. They said, call 150 and speak to the technical team, maybe they can waive the extra fees. I can’t call 150 because my landline is out. So I call the costly number from my mobile and try to get through to technical support and get a recorded message - “there’s a fault in your area” - then bumped straight back to the main menu.
It’s impossible to speak to a human or get hold of anyone who will take responsibility or can help us. I have lost huge amounts of time and am going mad with stress and frustration. The worst consumer experience I’ve ever had, and it has been the same for every Virgin customer in my road - all of whom are switching at the first opportunity. If my suffering helps one other person to avoid this horrible catastrophe of a country, that would make me feel a bit better. The regulators should shut them down; they should go bankrupt.
Going to try to post this now before the broadband goes down again
Reviewer
Becky
Location
Staffs
Date
29/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I gave the engineer freedom to put the router in the best place and explained we'd had problems before with Wi-Fi reaching all areas of the house. He assured me their hub was the best on the market, with super strong reach and great connection speeds but that if we did struggle then Virgin would supply us with a free mesh pod to help. That was not true. The reach is worse than it was before and they want me to pay an extra £96 a year to improve it with their pod. When I asked to put a complaint in, I was told I'd get an email in response. I was not told the agent had closed it himself and marked it resolved without any such agreement with me. We've been a customer less than a week and I'm now trying to decide whether to use the 14 day cooling off period to go elsewhere or to stick with it and go to the Ombudsman. It's disgusting how poor the service has been and how bad the connection is.
Reviewer
Mark
Location
Leicester
Date
28/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
If you have a stable connection and all is working as it should there is no issue. I was happy for a long time. However when I tried to leave it all went wrong.
We are moving abroad so we had no choice but to cancel. As we knew we were leaving we let our contract expire, knowing Virgin did not operate in the country we are moving to ( thankfully!)
I gave 30 days notice as per my contract and told virgin we had sold our house and the sale was completing on 24th April. We were told it was fine and our purchasers then applied to move their services to the new address on 24th April. I have emails for both transactions. On Monday we woke to find all our services disconnected and this week I have tried to get them reinstated. It has been an absolute nightmare. Lies, broken promises, breach of contract aside there is absolutely no way to get my services back and the best they can odder by way of compensation IS THAT THEY WONT CHARGE US FOR THE REST OF OUR CONTRACT ( for services we have not had!!!)
Like many I am left wondering how their customer services have been allowed to get this bad.
Oversees call centres and limited access to systems aside I cannot believe they can cancel services with no notice, without redress to their own contract and just shrug and say tough when all I want is for them to honour their own contractual obligations.
This is a company to avoid. All the major customer review sites have them just above a 1. The only reason for that is you cannot score them as 0
AVOID AVOID AVOID
Reviewer
Saher
Location
Blackburn
Date
26/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Absolutely shocking customer service and contract.
You should seriously consider before signing a contract with Virgin Media since the price IS NOT fixed. Unless you're happy to pay for more than what you've contracted for, go for it.
Also, their customer support is absolutely shocking. Cheap outsourced Indian call centre who read off a script.
Virgin Media simply doesn't have the reputation it used to have
Reviewer
Susan B Smith
Location
Stanley, Co Durham
Date
24/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I agreed in January to start in April but they wanted to start service in February and had an installation date of 24th Feb. So I cancelled immediately wrote to webservices, and rang customer services it was acknowldeged and so they did not turn up on the 24th Feb. I thought that was the end of it, but I was on holiday in March and webcam picked up workmen installng Virgin box to my property on the 12th March, without my knowledge or agreement atall. Infact I rang the police as I did not know it was Virgin at first. They confirmed on the phone that I had cancelled, and I wrote a formal letter of complaint as the Police stated it was trespass and 'criminal damage' to my property as they had drilled in to my brickwork. I have never redeived the Hub pack, router or anything else so no service, but today O2 rang me saying they wanted to give me a SIM to start my broadband service with Virgin and he insisted I was with them now. I told him that no permission had been given no notification at all to install equipment on my property was given to me and that I considered this to be ongoing aerial trespass and was seeking damages now. I asked him to feed that back. They are impossible to contact, leave you ages on the phone and pass you to other departments where you get cut off. Absolutely terrible I shall never recommend this company now.
Reviewer
Patrick
Location
Stourbridge
Date
24/03/2024
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Would give zero stars if it was possible. Absolutely shocking!! What has happened to virgin media?? Awful awful company. Shocking service in relation to the TV and broadband but also their customer service. Rude, constantly being cut off, being talked over trying to offer new packages instead of listening to the body of the actual complaint!! Will NEVER use virgin again. Hopefully the new companies on the block currently out rolling i.e BRSK who offer 1gb download speed will give us back the choice as virgin were the only ones to be able to offer these quicker speeds.
Avoid Virgin at all costs.....we had constant outages the online account was ridiculously difficult to try and find the link/button to log the complaint in order for them to acknowledge it even tho they email us to notify us that there is an outage or problem in the area. STAY AWAY FROM VIRGIN MEDIA it's really that simple.
Reviewer
Penelope
Location
Birmingham
Date
22/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Scammers. I rang to cancel 2 weeks ago (beginning of March). They've sent me a full bill for the whole month of April. They have a 30 day cancellation policy. It takes ages sorting things out on the live chat and yesterday evening didn't get any help at all. Furthermore, I was poorly when my contract ended and have been charged an extortionate amount since. AVoid avoid avoid.
Reviewer
Suruk
Location
Walsall
Date
18/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful and crooked company! Tried to charge me extra even after cancellation. 221.01!!! No help for loyal customers.
Reviewer
Rebecca Miller
Location
56 Chapel Lane, Uxbridge, Middlesex, UB8 3DS
Date
18/03/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
thankyou!
Reviewer
Donald
Location
Derbyshire
Date
15/03/2024
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Virgin for some time and everything was OK.
In the past 2 months that has changed. The broadband speed is daily below 120kbps!
I have complained several times. They keep suggesting it is due to my house position, wall, floors etc. However I explain the house has been here since before 1900, I am in the same room as the virgin hub and there has been no new buildings erected anywhere near me. I have explained this to their customer services several times. They won't give me a new hub and they simply insist I wait 24hrs, while they say they will fix the speed.
Sometimes they do seem to fix it, but it goes back to under 120kbps within a few days to a week.
They are not honouring the contract they set up with me and simply cause frustration and insult by repeating questions which suggest I have changed the location of my hub.
Remember this is not a satellite service. This is fibre optic.
I am within 10 feet of their hub, have visual contact with it and there are no walls or doors between my device and it.
Also, I am only running 2 devices. My cellphone and Amazon fire!
Abysmal
Virgin, fix this or give me my money back.
A totally disgusted customer.
Reviewer
Rich
Location
Hyde, cheshire
Date
15/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible company!
Poor speeds
Intermittent service constantly dropping out
30 day cancellation policy meaning they make you pay after you’ve cancelled!
Terrible customer service.
Avoid at all costs!
Reviewer
Paulo
Location
Swansea
Date
15/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Overcharged
Recently moved home and took virgin media with me from previous home. Since then charges have been coming every month with my bill and Virgin media don't seem able to explain why.
Reviewer
Vicky
Location
Date
14/03/2024
Comments:
Do not recommend using them !!!
Can you imagine, in autumn I have signed 18-month contract with fix monthly charge and guess what - 4 month later they are increasing prices and you got no right to cancel it even you cannot afford to pay new price!
Please run as far as possible from them as you can get much cheaper broadband and with proper contracts that got no surprises!
Reviewer
Laxma
Location
Solihull, United Kingdon
Date
11/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I wish I could have given zero starts to the customer retention policies. All deals are for new customers only. For loyal customers who have been with the company for longer years, it is nearly double the price for the same package. Ridiculous !!! Doesn't UK consumer rights not applicable for customer retention ?
Reviewer
Chenelle
Location
Salford
Date
07/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrible customer service. If you don’t watch what you order they will add more money to your service. They pass you from person to person very horrible. Customer service would never recommend them
Reviewer
GC
Location
UK
Date
07/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a customer for 11 years (despite the unsolicited annoying quarterly calls to try and up sell me something). My contact ends in a month and the deal I want is ‘for new customers only’ with the offer to me (11 years loyalty) almost double! Time to go - what an awful company to deal with.
Reviewer
Holdab
Location
London
Date
06/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
How awful are you when I am unable to leave to leave your terrible and expensive service. Have tried to sort it out but have second rate service, no longer will I pay £65.by the way your customer service needs a lot to desired. As a which rep will be passing on your disinterest also your representative who immediately finished our conversation. I am afraid that this reflects on your poor customer service.
Reviewer
Micahl
Location
Telford
Date
05/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Attrocius customer service! Terrible Internet for the price paid. Router they send can't accept more then 10 connections, keeps disconnecting and has low range.
Reviewer
Sasikala
Location
Date
04/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
VIRGIN MEDIA IS THE WORST INTERNET PROVIDER
They lie on every single matter: external work, internal installation, billing, cancellation of the contract !
There is no ethics in this company, they don't have any respect for their customers
One advice; if there was an option of 0 star I would have given that AVOID
Reviewer
Laide
Location
Kent
Date
02/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I don't know why it's taken me so long to actually leave a review for Virgin Media considering the 2 times I've used their services, it had bwen the worst and ALL the times I have spoken to their customer service support staff, they're either rude, nonchalant or unapologetic.
I believe it's a reflection of the actual company itself. How a big global company can have a 1 star review from 65% of their customers and only 9% of cuatomers of the rest gave 5* to the technicians alone, and still be running is beyond me.
After my bad experience with the broadband in 2019, I thought to give them a try again after moving homes and they were practically supposed to be the fastest BB in the area, and it was more of a case of being left with no choice.
The installation process was fine, but the BB was extremely slow or barely working in some cases, and the free sim that cane with the package did not even work at all.
After the 1st year, I called at the beginning of October to cancel my subscription with them, and the lady I spoke to over the phone mentioned that the last bill I received will be my last bill simply because I pay in advance. She instructed to cancel the direct debit once the last payment has been made, which I did. She also mentioned any other bill after that I should not worry about as this usually comes but gets cancelled out as I had called in time to cancel the subscription.
A bill came in November that was more than usual bill, and a lover one in December (2 months after cancellation). The last bill was sent on the 8th of December, for paent on the 28th of December 2022.
Unbeknownst to me that Virgin had added to my record that I missed a payment in November and defaulted the december bill also, on the 12th of December 2022.
All the while, when my credit score went down in Jan 2023, I thought it was due to using my credit card a lot over Christmas. After a year of actively trying to build my credit back to excellent from poor, and absolutely no progress was made, I decided to look deeper into what was affecting my credit, and it turns out Virgin had added to my record that I missed a payment in November and defaulted the december bill. How do you default a bill on the 12th of December, it was sent on the 8th of December for payment by the 28th of December.
Over a year down the line, when I realised this, I gave them a call, they are telling me this bill was generated because Virgin was not able to close down my account and cancel the subscription when I requested for it, the said because they were transferring the landline number to the new provider, they were not able to cancel the subscription, which was not communicated to be in anyway, this then generated a new bill and I'm expected to pay it
Who gets a bill from an old provider 2 months later with no explanation, no calls, no emails, no text, nothing. And, when I have called to speak to them, all they can explain is that there's nothing they can do, it was my final bill, generated because they did not cancel the subscription when they were meant to, and I am to pay a bill that was generated by them.
There was absolutely no apologies, the phone call was disconnected multiple times, ai was on the phone for over 2hrs and there was absolutely no sokution offered for an inconvenience that they have caused that's affecting my livelihood and my children's.
I have several friends that have encountered exactly the same thing from Virgin Media and have left their credit in a really bad state, they have faced no consequences and continue to run as a global company.
This is atrocious, Virgin Media should not be allowed to bully normal vililians into paying they're trying to scam off them, all because they're able to mess up your name and your credit, they should not be trading as a company at all.
Reviewer
Leonardo Muniz
Location
London
Date
01/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID THIS SERVICES. Specially if you need it for.work. me and my Co-workers got totally compromised for they lack of professionalism.
I would never recommend toa friend or family member or anybody.
Reviewer
Andrew
Location
England
Date
29/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Why can't I put ZERO Stars
ZERO FOR CUSTOMER SERVICE
ZERO FOR LYING ABOUT MY CONTRACT, They say no rise on phone then send you a letter ONE week later
Philipino help line REFUSE to put you through to England, Refuse to cancel your account and then cut you off mid call. THERE IS NO ONE TO COMPLAIN TO I bet they call me when they notice I cancelled the Direct Debit
Reviewer
Martyn Woods
Location
Wrexham
Date
28/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was tempted by the Virgin Media offer and agreed to move to them from Sky. An installation date was agreed. One day before the agreed installation date they messaged me to say additional work was required and moved the installation date 2 weeks. This will leave me with no broadband or TV package.
After phoning their "Customer Service team", waiting for long periods and then being passed from one department to another each with interminable waits listening to mindless music they are still unable to tell me when I will be connected. This is an absolute train smash as I work from home and they do not care. I have no mobile signal at home , so unable to use mobile data. I am doing my best to cancel.
Absolutely avoid at all costs. The are a disgrace.
Reviewer
Patricia
Location
Southampton
Date
24/02/2024
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I did a contract with virgin and the price was 55£ for broadband and tv. In the contract it says that the price would go up at month 19. But a few months after the contact done, they increased the payment 16% and said that it was the crisis and increased cost of something….this ia an abuse as this is not the normal increase due to inflation…..
I don’t care about the smalll letters in contracts saying that they can increase the prices durin the contracts. I just think that they don’t care about customers and they place this conditions in small letter on purpose to increase prices whenever they can for the most stupid reasons they can find.
Very disappointing
Patricia Duarte
Reviewer
Jola
Location
London
Date
22/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor service, loads of empty promises of help - ignorance from the team - would t recommend to anyone
Reviewer
Dave
Location
Bristol
Date
22/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Customer service is the absolute worst.
Nothing has ever been so slow!
Reviewer
charlie quick
Location
London
Date
19/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ABSOLUTELY AWFUL. broadband speeds are a lie, they are no where near what they promise and the customer service is so awful it boarders on criminal. DO NOT USE VIRGIN BROADBAND
Reviewer
Angdan
Location
Scotland
Date
15/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I received a renewal invite to renew at same cost of £45 per month with an 18 month contract, however when reviewing the contract it appears they had drastically cut my services to get the £45 per month, very sneaky! I went onto an online chat who confirmed my renewal would in fact be £166.25 per month and after a very long conversation I was advised I was currently paying £92.32 (not true), it was then reduced to £76.75 and after more conversations via online chat and telephone calls reduced to approx £56. I have decided to cancel with Virgin Media due to these stupid conversations every time the contract is up for renewal.
At the end I gave them their 30 day notice however I was then advised I would have to pay a termination fee but it would get refunded approx. 45 days later, there is no way I will be paying a termination fee and waiting for a refund, direct debit has been cancelled. I have no idea why my monthly fee was being increased by almost 370% (from £45 to £166.25 per month) especially during this dreadful era where people are struggling.
I think we need to highlight the measures they are going to get more money out of loyal customers (I have been a customer for almost 30 years). New customers get treated better with much better deals. Shame on Virgin!!
I will be very glad not to have these unnecessary conversations every year and be treated the way ALL customers should with another provider. My advice would be to stay clear of Virgin Media as they are clearly out to rip existing customer off!!
I will be writing this review on as many review sites as I can to alert as many people as I can!
Reviewer
David Purton
Location
AL5 1SS
Date
09/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
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
Reviewer
Jon
Location
Sheffield
Date
31/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The single worst customer service and one of the most distressing moments signing up with this company. I work from home and have a disability. Now thanks to the constant lies told by virgin media staff I have no internet access for 14 days. Here is what has happened to explain my outrage:
I signed up with Virgin on 12th December 2023 as they promised I could go from 51Mbps with my current provider to 1Gbps via the new Virgin Fiber Cables installed on my road. I was told to give my current provider 30 days’ notice of leaving by the salesperson. I agreed a price per month I was happy paying as it was only £8 per month more than I was paying with my current provider.
The salesperson told me an engineer would be visiting on 18th December to install my router – This was cancelled the day before and pushed back to 6th January 2024.
My 6th January engineer visit was cancelled at 9pm on 4th January. When I called customer service the department for installation queries closed at 8pm. I was emailed on 6th saying my new installation date was 16th January. I rang my current provider who thankfully gave me an extension until 17th.
The 16th January engineer visit was cancelled on 14th at 10.30pm saying it had been pushed back until 30th January. Again, I had to ring my current provider who said they would only extend this one more time until 31st January as they have ended my contract. If I wanted to stay with them longer, I would need to sign a 1-year contract.
An engineer finally arrived at my property on 30th January but could not install my router as the wrong cables had been installed at my property by virgins’ engineers. This was at 10.37am on 30th. The engineer left saying there was nothing he could do, and I had to call customer service. I called customer service at 11.06am, I was on hold for 82 minutes and then that person said they could not help me. I then got put through to 2 other people, the last one told me (at 2.16pm) that my installation date would be now 1st March 2024. When I said I was losing my internet access they said its not Virgins problem and I needed to call my current provider. I called my current provider who said it was too late to cancel, Openreach had already closed the line and that I would lose internet access at midnight. I rang back Virgin at 4.48pm, I was on hold with this call until 8.11pm. I explained the situation and that I work from home and got told that its my fault for cancelling my existing provider. I was on hold with this call until 8.11pm.
It is now the 31st January and I have no internet which I use for home working. Openreach cannot reactivate my address for 14 days and Virgin will not be installing my property until 1st March (or so they say.)
This is the worst customer service experience of my life, caused me a lot of stress and I will lose money from not being able to work from home. As a disabled person I can only work from home and have never felt so isolated or useless. The situation Virgin have put me in is disgusting.
Reviewer
robyn
Location
hampshire
Date
31/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I set up a broadband contract with your company in late 2022. The original set-up was problem-free, and we were fully up and running in our old flat on day one. Unfortunately, due to the current renting market and cost of living, our landlord chose to sell their property, meaning we needed to find a new home mid-way through our contract.
I had no issues maintaining the Virgin Media contract and transferring it to our new property if possible. So I phoned your team well in advance, 4th October, a month before our moving date, 4th November, to ensure this would be ok, and I was advised that it would be possible. Also, Your team could install it on our move date. I was delighted with this and gained my new landlord’s permission to have the installation.
The problems started three days before our moving date when I received an email informing me that the set-up would be delayed because it required permission from the two adjacent homeowners. This late notice did not give me enough time, and I needed to interact with neighbours myself when I was not even living at this property. This delay was unsuitable as I work from home, edit videos, and upload large files; my partner is a game developer. However, we were willing to try to connect with Virgin Media for the sake of high speeds, and I thought this might only leave us a few days without internet, so I worked on the permissions.
Unfortunately, the couple at number 7 were away on holiday and number 6 was an elderly lady living alone. It was challenging to ask for permission as any cautious person would be weary of a stranger knocking on their door in the evening, asking for personal contact information to get Wi-Fi with nothing more than an email from Virgin Media to validate the request. Why could your team not write to the owner of each property officially, allowing me to advise them to expect a letter, and could they help me. I think this would be a better process, especially for customers who are just moving in and unaware of neighbours, so it may be an improvement point for you to consider.
In the meantime, our existing service was stopped on November 2nd at 11:59 pm, a day early. Again, I was willing to overlook it as I thought it wouldn't take long to get a connection again.
Eventually, we gained permission, and I provided it to [email protected], who 1st emailed me requesting the details. They took three days to reply, confirm receipt, and longer to take action. Eventually, both neighbours received emails with permission forms and instructions to print, sign, and scan back in before sending it back. Again, your process of using only email electronic interactions meant that this was a problem, as neither of them had access to a printer or a scanner. So I had to ask me to arrange to print the forms, which I had to go to my parent's home, at my cost, as I also didn't have access.
I got the forms completed, but both neighbours wrote conditions on the form to make sure they got restoration of their property to their satisfaction. I then called customer service to speed up response and was advised there’s no direct way to speak to the “residential wayleave” department. You can only reach them via email, which wasn’t a fast response time again, and as I continued down this timeline, responses only got slower.
At this point, customer service finally offered a pocket Wi-Fi, which was irritating since no other time I phoned before was this given this option, and I advised I worked from home. I accepted this offer and received a pocket Wi-Fi with 250GB capacity until December 14th. I had already been without Wi-Fi for 10 days (I had to increase my mobile contract to cope with its use at my own expense).
The email response from the "residential wayleave" department. It took five days this time, and only to advise of a new problem, in that they couldn’t accept the forms, as they had been written on, not just a date and a signature. I didn’t see how this was an issue since their additional comments were making clear their expectations, and no one had advised how to share any expectations of the neighbours. The form still permitted with their signature. So, I had to repeat the process, inform my neighbours, and return to my parents to print off new forms. I got these back, but it took five days for any response, with no way to speed up the process as the team is uncontactable.
We were now three weeks without Wi-Fi, and the pocket Wi-Fi couldn’t support a working household with a 250GB data limit, so we had to constantly limit our Wi-Fi usage to stretch it out and make it last.
I was told that the earliest your team could install was December 14th, six full weeks after we moved in! You seem to get put to the back of the queue whenever you need to answer a question or issue raised by the uncontactable "residential wayleave" department. I asked to escalate this and spoke to someone on the pre-installation team. They said there was nothing they could do to bring it forward due to external work and then credited £75 to my account to compensate for the delay, as it was the best they could do.
I asked if I could speak to someone to help your company improve this process for future customers and was told I could raise a complaint. However, based on their experience, nothing changes as these processes have remained inefficient and have been this way for a while. Hence, I decided to write a review due to this lack of customer acknowledgement which does not align with the customer-first organisation policies.
I then waited patiently for the 14th and took the continuing financial impact as I had to travel to cafes or family members' homes. I use my phone data to do my work. Unbelievably, I received an email on December 11th, just three days before installation again, saying it was delayed. This was followed by a phone call from the company to tell me that the install date will now be the 30th of December. This would make it 8 WEEKS after my initial set-up date.
I had no confidence that the new date would be met! So I demanded to be released from my contract with no penalties and compensation, as the failure to deliver an acceptable service in an acceptable timeframe has long passed.
They released me from my contract with no exit fees and when I asked for the £75 credit on the account to be sent to me to help cover the cost I had taken waiting for them to provide a service, I was told they could not do this. I proceeded to ask why this was and they said that they had cancelled the account and therefore it should be sent to me automatically. I never received this!
I am appalled at the process and treatment of this affair and the lack of urgency to complete my move process and keep my business. I have been left out of pocket during a cost of living crisis and the company Virgin Media show no remorse or customer care for causing me stress and an unnecessary financial burden.
Their website states "customer first company." But this is a lie!
Reviewer
Tolu
Location
Manchester
Date
31/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I feel obligated to advise potential customers about my disappointing experience with Virgin Media since locking into a 24-month contract at a rate of £42 per month. My intention is to highlight the reality of their service, which has been far from the high-speed, reliable internet I was led to expect.
The service has been atrocious from the start, with frequent disruptions and sluggish speeds that undermine the very essence of what I've been paying for. As a customer, you'd anticipate a certain level of quality and support for £42 a month, but I have been met with the complete opposite. My experience with customer service has been incredibly disheartening: long wait times, unresponsive support, and a general feeling of being an afterthought rather than a valued customer.
The situation further soured when I learned that having a technician come out to address the many issues would incur an additional £25 service fee. It's pretty outrageous that customers are not only expected to put up with subpar service but are also asked to pay more to have problems, not of their making, fixed.
Moreover, Virgin Media seems to have constructed an escape-proof trap with their hefty £600 early termination fee. This fee hangs over your head like a dark cloud, deterring you from leaving the service regardless of how bad it gets. You're left with two undesirable choices: endure the dismal service or pay a significant sum to break free from the contract.
I'm sharing my experience to warn others considering Virgin Media as their service provider. Do not be swayed by the glossy advertisements and the allure of fast internet speeds without first considering the possibility of being bound to a contract that neither provides the promised service nor values you as a customer.
I urge anyone to carefully weigh their options before committing to Virgin Media. The monthly fee of £42, coupled with potential additional charges for service visits, is not justified by the level of service provided. My advice is to seek out alternatives where your business is appreciated, and your money is met with the high-quality service it should command. Avoid the trap I fell into; there are certainly better, more customer-centric providers out there.
Reviewer
steve
Location
exeter
Date
26/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
VIRGIN MEDIA IS THE WORST INTERNET PROVIDER
They lie on every single matter: external work, internal installation, billing, cancellation of the contract !
There is no ethics in this company, they don't have any respect for their customers
One advice; AVOID
Reviewer
Tunde Afeez
Location
Shrewsbury
Date
21/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had a terrible experience with VM.
I recently moved to a new house. I opted for their service and I got very disappointed. I couldn’t reach out to their customer service and I send the cancellation form and kit to the address on the econtract I had with them(which was sent to my mail). I am being forced to pay for the service that I never used. Also I was told their kit was not received on the same address that was given to me. I would not recommend them to anyone. Their services are wack, human resource department and customer service is really terrible. I was told I would be reported for debt and they spoil my credit score. I would be forced to pay for it. I didn’t use the service at all. The kits wasn’t even opened before I rang for cancellation. Some of their customer service representatives have very poor human relation and terrible speaking and understanding skills. Please, I will encourage anyone to go for better broadband service who will put your priority first and ensure you have the value for your money.
If there is zero rating that is what I would’ve given for the terrible experience I have/am having with them.
Reviewer
Dawn
Location
Scotland
Date
16/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not trust the sales pitch
Avoid this company at all cost .Do not angree to anything until you have check what you are agreeing to .
Everything about this company is very deceptive and They will lie and mislead you and hit you with hidden charges and double bill you when you upgrade . I specifically asked if I would be double billed or if there was any hidden cost numerous times I couldn’t be any clearer and told no and the amount I will be billed . I got sent a message to confirm the agreement also very deceptive and misleading with the layout ,
Tried to bill me double what was agreed I had already explained I couldn’t afford any hidden charges or a double over the phone .they couldn’t care less .This would have left me in finances hardship next month .
I’m sure I’m not the only one who they have mislead
Reviewer
Chloe
Location
Rotherham
Date
14/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking!!! I was with sky and had 2 men knocking on my door to move to virgin so i looked to move over to them as they were offering higher speed, one day 2 random men turned up at my house taking pictures of my house then started drilling into my house, the men then used my bin to put all there cans of pop in, food, ropes and equipment, i had an appiopment booked for 27th of december come home early from my parents house for the appiopment for nobody to turn up, i ring up to see where they are, my 'appiopment' was never booked even they ive got emails and in my contract it says there are coming on the 27th, while on the phone i tried to cancel they just wouldnt let me cancel kept passing me to different people/departments, finally i managed to get through to someone who cancelled my services, they sent me a bill on £30 for my broadband, even thought nothing was up and running, i had no wifi hub but on their end it was all working, ive put nothing but compalints in and nobody has got back to me, finally spoke to a manager last week and all i got from him was 'we have cancelled your services what more do you want?' Customer services is shocking and rude, i will never ever think about moving to virgin!!! They keep asking me to return the equipment but there isnt no equipment to return!!
Reviewer
Jhalman rai
Location
Uxbridge
Date
12/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After 15 years with this company. I will be looking to move away asap. It’s now the worse company for broadband and customer services. No broadband, telephone or tv for a week now due to fault. Engineers telling lies and rescheduling appointments whenever they want. Do yourself a favour and avoid this terrible company.
Reviewer
Laurine
Location
OXFORD
Date
12/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Very bad, harassment when leaving.
I have been paying overpriced internet since the end of my contract in may 2023 : 51£ a month !!! so of course, when moving out of my flat, I want to cancel !
I felt harassed when asking to cancel my contract. They made it impossible.
Instead, the team created a new contract WITHOUT my permission, which, I am sure, is illegal, while I was asking for cancellation of my internet from the beginning.
Also no help and no commercial gesture when I want to leave on the 24th of january (end of my last bill and date where I will be moving out) ! Instead they asked me to pay a cancellation fee which was 30 pounds (I was not under a contract anymore, it's that you need a 30 days notice!!! I guess, anything is good to force people not to leave, I didn't know I was signing a pact with the devil!).
Basically, virgin media are thieves, stealing money and time from people ! Indeed, it took me an afternoon and 4h the next morning to cancel my internet and the new contract they created without my authorisation.
ALSO internet is mediocre ! I had a 250mb speed contract in a 35m2 flat, router in the bedroom, I could have good signal in the bedroom only !!!! Ridiculous !
DO NOT go there, I wish I could have put no star at all, but not a possibility.
Reviewer
Larisa
Location
Darlington
Date
10/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrible company please stay away
Reviewer
SA Firth
Location
West Yorkshire
Date
09/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We were offered a £75 voucher when we signed up for Broadband with Virgin Media on 12th June 2023 and as of today (9th Jan 2024) and more than a dozen emails of complaint later, we are still awaiting our voucher.
After first contacting their customer service team to confirm that their 120 day deadline had passed for receipt of the voucher, we were told that our case would be looked into.
Since then, we have been passed to their Resolutions Team, who spout all the right words about us being "a valued customer" etc., but don't actually do anything. The upshot of this is, that I am now supposed to contact a third party who supply the vouchers on behalf of Virgin M and they have so far provided two different company email addresses to contact! I have emailed both of these companies twice and have heard nothing from either of them. I am sick to the back teeth of Virgin Media, they have been an absolute nightmare to deal with, not only with our complaint about the voucher but also with the whole Broadband installation. Once they had our money and we'd signed the contract everything just fell apart. They're so "good" (not) that they didn't even connect the cables to our house properly!! From the junction box in the pavement outside our house, they just laid the cable across the surface of the pavement and then buried it 1" below the surface of the soil in our front garden. Anyone passing our house could easily have cut the cable, as about 18" of it was laid across the top of the tarmac!! ABYSMAL company and even worse customer service. I don't think I've ever dealt with as poor a company in my life. Had I been able to give them MINUS 5 stars instead of plus 1 star I would have. Stay away from them if you have any sense!
Reviewer
Matt
Location
Birmingham
Date
05/01/2024
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
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 :(
Reviewer
kat
Location
tyne wera
Date
03/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Shocking service virgan you are bigoted the lack of compassion is shoking you have not done nothing to resolve the issues rased you have lack of diplomcey and the totol lack of traning of your staf is shoking.Iv spent all day on the phon to you at virgan iv spok to to prox 20 peopel but still nothin you kept me on hold for one hour and two mins shoking then you cut me off now i am going to ofcom shame on virgan
Reviewer
Sharon knight
Location
Nottingham
Date
02/01/2024
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The product is acceptable however the renegotiation of service is appallingly. I experienced a brick wall when Virgin started to take out more money than I agreed. They would not refund or speak to me, failing to call be back and ignoring my repeated Emails. Its nearly impossible to cancel. My calls took 45 minutes to get through to cancellations and then the call disconnected. The has been going on for 6 months, after which I cancelled the direct debit. Because I didn't get to speak to someone, I emailed the person they told me too. Apparently this isn't acceptable. So frustrating, they are after all a communication company.
Reviewer
Jamie
Location
Welwyn Garden City
Date
31/12/2023
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
First few months no problems, 190-250mbps and around 20-40mbps upload which is what i'm paying for. After a few months it went bad. 200-700 ping on fortnite, 75mbps download and 5-10mbps upload. Overall **** broadband
Reviewer
Lorena
Location
Dublin 10
Date
29/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
6 months ago I renewed my contract with vm and they put me virgin mobile too, nothing wrong till then, what happened? My sim never arrived, I went face to face in tallaght and talked with a guy from a shop and he said the account number i have doesn t exist, so they probably made a misstake and i won t be charged, till then for like 3 weeks i wasn t charged, after they started sucking from my account 20 euro every month on SOMETHING I DON T HAVE and i didn t notice, In december they even charged twice, once on 5 december and once on 15 december, so 40 euro in a month for nothing, I called them they said they can t give me a refund because they don t know if i used the sim or not, I talked with another agency and they said as an agent you can check if an sim is used or not, after i cancelled i received ANOTHER BILL, I went to the bank and they blocked virgin media so they won t take money from my account anymore, but at the bank they told me to call virgin media for a refund, and virgin media won t do anything, i lost 140 euro on air!!! WE ARE NOT RICH, STOP STILLING FROM PEOPLE!! Not fair
Reviewer
Junaid
Location
Wembley
Date
24/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
In all my years of internet surfing, Virgin broadband services are probably the worst service ever experienced. The reliability is so poor and the time for rectification unbearably slow.
Reviewer
Larisa
Location
Darlington
Date
21/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Horrible company!!! No one responses to complain, charges are extremely high! Serves is s!#@! Please, please stay away
Reviewer
Sophie
Location
Leeds
Date
18/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid and save yourself an absolute nightmare. Awful customer service. Impossible to communicate with them as they never answer emails or leave you on hold for ages. Rubbish service. Total conmen. End up with threatening emails about credit rating. Avoid avoid avoid.
Reviewer
M
Location
Reading
Date
18/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Extremely unreliable service, frequent ping spikes and an absolute nightmare to actually get any of it fixed.
Not viable for teams meetings, streaming, games.
Genuinely terrible service, stay as far away from virgin as possible.
Reviewer
Cindy
Location
Kent
Date
16/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Avoid in ANY case.
Worst experience in my life.
Looks like Customer Service has been hacked by SCAMMERs!
LIES AND LIES AND MORE LIES!!
1)I ordered the Broadband 25 days ago - order accepted. After 3 days I received a cancellation by email because the previous account did not give a 30-day notice, which, as it turned out, was not true - they accepted notice was received but they did not register it. I lost the offer and a lot of time and days.
2) On December 1st I ordered:
Broadband only,
26.50 per month.
+115 credit,
+ cashback (from top cashback).
delivery on December 12th.
Confirmed and NO cancelled in any way. So,after lunch I called and no one could tell me why there would be no delivery.
I spent many hours talking with Customer Service and received the drop call after talking with 3 people over 90 minutes. 2nd call. 3rd call etc.
3)The last one I spoke to I literally told her 20 times that I absolutely do not want to open a new order under any circumstances, if she cannot give me my order dated December 1st, I will not take any order. She spent 30 minutes convincing me that this was the same order, only she needed to open an account for me. She said I will got the same order 115 credit, etc.
4)FUTHERMORE. 10 minutes later I received an SMS with a new 18 Month order with 75 credit etc.
I'm shocked - why lie so OPENLY?
What I can say more...?
I'm watching Ofcom, Financial Ombudsman ... or any advice.
Reviewer
Heather
Location
Sunderland
Date
15/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Shocking service, cancel contract after it ends and they don't process it and then spring high bills on you. Once you contact to complain they advise they will need to put a 3p day notice on even thiugh you advised you were leaving after your contract!!
Reviewer
wilson
Location
exeter
Date
13/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible in all respects. Have been a loyal customer for a few years but the negotiation around contract renewals, the ways they deal with customer complaints and the general disregard for loyal customers make it an all time low. If i could give it a zero I would.
Reviewer
Harsha
Location
Harrow
Date
12/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We’ve been without WiFi now for over 3 days! Every time my husband calls he’s told they are working on it! I’ve nearly used up my data on my mobile because of this and have also lost job opportunities as I cannot access the internet to complete the required assignments. Absolutely shocking and frustrating. Customer service are very unhelpful and refuse to put you through to any management. Yesterday my husband said he wanted to place an official complaint and was told to do it online!! I would urge you to look at other providers as we have had nothing but issues since we signed up with virgin and although we pay the premium rate the WiFi even when it works is extremely poor. This company aren’t even worthy of one star rating!
Reviewer
Bahadir
Location
Lincoln
Date
11/12/2023
Ratings
Satisfaction
4.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Disconnection through customer service is cumbersome. Existing customers are chased away by high renewal rates.
Reviewer
Ben
Location
Cumbria
Date
07/12/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Fantastic broadband never had an issue from the moment I connected it!! Could stream anything with no buffering. Unfortunately I moved to Cumbria where they don’t cover so had to cancel early and pay the costs but brilliant product otherwise.
Reviewer
Annie
Location
Manchester
Date
07/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I write to share my ongoing ordeal with Virgin Media, hoping to spare others from the headaches I've endured. My journey started on the 9th of March 2022 when I eagerly signed an 18-month contract at a seemingly reasonable rate. Little did I know, this was the beginning of a series of issues that would plague my experience.
Fast forward to the 22nd of May 2023, where I signed another 18-month contract at a reduced rate. The trouble began with unexplained charges in June, July, and August 2023. Feeling financially strained, I decided to halt my direct debit on the 1st of September 2023.
Things took a drastic turn on the 29th of September 2023 when Virgin Media claimed I owed them an outstanding balance. Despite my complaint on the 2nd of October 2023, negotiations only led to temporary solutions and broken promises.
Service disruptions on the 3rd of October 2023 required me to pay for reactivation. Virgin Media agreed to a one-time credit, but the problems persisted, leading to another credit agreement on the 11th of November 2023.
On the 12th of November 2023, a new arrangement was made, only for my account to be suspended again on the 4th of December 2023. After a heated argument, they agreed to reactivate my service but claimed the remaining balance would be settled by a credit, yet emails continue to show overdue amounts.
This continuous cycle of broken promises and billing issues has left me frustrated and disheartened. I caution anyone considering Virgin Media's services to think twice, as my experience underscores their lack of accountability and persistent billing problems.
Reviewer
Michael Rushton
Location
Fy5
Date
07/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
VIRGIN MEDIA WORST SERVICE EVER
Reviewer
Stev
Location
Farnborough
Date
04/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Total waste of money, I upped my speed and have gotten a less reliable service. What an absolute shambles of a company with no accountability or person to talk about the issues. Has turned not a faceless organisation with poor customer service and reliable internet speed and strength.
Reviewer
Avoid like the plague
Location
Tunbridge Wells
Date
01/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have been with virgin for years mostly due to easiness of just keeping the contract running and avoid changing but my contract expires in January and I cannot wait to leave. Trying to cancel with them they will keep you on hold once they know for least half hour so you just give up. I lost internet for 3 days and they didn’t care and then refused to compensate me for the loss of service I’m paying almost £100 a month just for internet and basic tv package unbelievable. Don’t get fooled by the promise of quick speeds if I turn my phone on the tv buffers and I have their highest package for broadband. I’m counting the days to leave
Reviewer
Derek Bryant
Location
Wellingborough
Date
27/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No stars NEVER EVER get Virgin broadband, tv and phone package. We had it fitted on 11th October, had no phone for two weeks , engineer comes 2 weeks later can't sort it , next morning no devices whatsoever. Few days later they put the internet back on still no phone or TV. Eventually over 4 weeks later we get TV, 2 days after that we get the phone with a temporary number ( not so temporary as we still have it ,) in the meantime we are sent several new contracts , why ? We don't want a new contact we just want our original one honoured. Then we get a bill 3 X what we were quoted! So today we made our 24th phone call which took over an hour and a half and are no further forward. To say we are pissed off , angry , frustrated and at the point of pulling out hair out is an understatement.
The virgin product when working is great but the customer service from them is an absolute abomination.
Reviewer
carl
Location
london
Date
27/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The Downfall of Virgin's Reputation
Using Virgin Broadband for my properties has been an absolute train wreck:
Customer Service: Endlessly Horrendous - Every call is a descent into madness with endless waits and abysmal support. It's a vortex of despair.
Phone Support: Excruciatingly Incompetent - They're not just unhelpful; they're a liability. Complete ignorance and utter disregard for customer issues.
Installation: A Complete Joke - They've never met an installation date. It's a chaotic mess of broken promises and sheer incompetence.
Service Quality: A Total Failure - The service is not just bad; it's catastrophically terrible. Constant outages, snail-like speeds—it's a disaster.
Virgin Broadband is not just the worst in the market; it's a stain on the Virgin legacy. Their business practices are laughable, and their service is a joke. It's obvious they're headed towards inevitable bankruptcy. Everyone knows Virgin Broadband is the bottom of the barrel in internet services. Avoid it like the plague.
Reviewer
Daniel Spence
Location
Swindon
Date
24/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I have been with Virgin Media for 12 years and had quite a few issues with them to be honest, but this one takes the biscuit.
I moved house last November and called them to say I was moving and want to transfer my contract over to my new house, however little did I know they did not carry it over but actually restarted my contract completly making the contract date end 6 months later, however they did carry over my Promotions, meaning now my promitions have ended but my contract still has 6 months left, putting my contract up from £29pm to £57pm, I contacted them several times and made a complaint, the customer service were all rude and unhelpful and in the end claimed no fault and refused to rectify the situation, leaving me paying a contract I cannot afford, I am disgusted with Virgin and when my contract renews now in May I will cancel and move to BT, never to return and make everyone aware of there antics, BEWARE!!!!, do not use Virgin Media they are scammers and cheats.
Reviewer
Iain
Location
Bradford
Date
22/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really poor customer service. No Internet in certain rooms despite it being fine to behin with. Tried contacting to get an engineer out to fix it. They didn't turn up. I rang and complained. They told me someone would call me to rearrange. Still waiting for a phone call
Reviewer
Hasan
Location
Grays
Date
21/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It's been four hours of connection for just one PC and a mobile, here is no option to upload a real time video that could save other to be cheated from big promises.
Please do your OWN researches to go for a contract with VM
Reviewer
Arabella Spencer
Location
Swindon
Date
19/11/2023
Comments:
Terrible service no help from the child who delivered it as he was on his phone talking...since I plugged it in it still isn't working. Arrived Saturday and now a engineer has to come out Tuesday...but of course they've taken the money from my account....shoddy service !!!
Reviewer
Sarah
Location
Warwick
Date
17/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband speeds are consistently lower than advertised and drops out multiple times a day. The temperamental connection makes working from home incredibly annoying.
Reviewer
Nolan
Location
Exeter
Date
16/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The WORST.
Do not use this company, honestly, it’s a plea from the heart. They are simply, horrendously, irretrievably awesome. I am saying this as someone who has been with them for 20+ years now - Telewest before it was even Virgin Media!
Customer Service is non-existent. Call the call centre and wait 2-3 hours, try on line chat and never get a response or wait 3-4 hours at best.
Broadband in recent years has absolutely fallen through the floor, for the last 8 months I get dial-up speeds and a TV that is so poorly linked to the internet that you can’t watch Disney, Amazon, Netflix etc. This is despite my house being about 10 meters away from the main ‘box’
Advertised and bought a package that should give 1TB and I get 1MB. No one will help and nobody there could give less of a monkeys. Both my wife and I ‘work’ from home - i put this in inverted commas because we can’t damn well work! Teams calls? No chance!
Open a web page? Better make a cup of tea while you wait? Download a file? Pop to the shops and do the weekly grocery run.
I say it again, DO NOT JOIN. If like me you are already cursed to be with them, get the hairy heck out of there as quick as you can and join someone who actually cares. If I could give them 0 stars I would.
Reviewer
Scott
Location
Hertfordshire, UK
Date
13/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I’ve been with Virgin Media for around 6 weeks.
I’ve had nothing but problems and had to phone customer service 6 times!
Their customer service is absolutely awful. They’re based in the Philippines and don’t let you speak, constantly talk over you and can be very rude!
They try and sell you packages but don’t explain in detail what they include.
I recently upgraded my package to M350 volt broadband, landline and 360 box.
But none of these services have worked for 7 days, as they cancelled the package!!
Waited 3 days for them to call me back, and I heard nothing.
I had to call them today and waited 45 minutes to get through.
I now have to wait an additional 8 days for an engineer to come out!
Dreadful!!
Reviewer
Sadler
Location
Essex
Date
11/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am absolutely fuming and appalled, at the way your overseas staff spoke to, and treated my daughter.
Who for your information is disabled.
She also has verbal palsy, so her speech is affected .
It was only a few Months ago, that I suffered a heart attack, and had issues with your overseas staff treating me as if I were an inconvenience.
My complaint is that, my daughter tried phoning your company, and after an hour plus of being on hold to the same track of music, finally spoke with someone who refused point blank to help her.
I am an emergency service worker, and I find this manner verging on contemptuous and unacceptable discrimination!
My daughter had been a whole day without Television or internet.
But your overseas staff did not care, and we're NOT, willing to assist
As with a few weeks back when, apparently there was a local virgin media network blackout, she was treated in the same way.
After hearing my daughter explain how she had been treated, I called a second time.
I had been over 51 mins on the phone with same music blaring, and no answer, and then for someone to cut the call.
Earlier on with my first call, I was told, the issue will not be fixed until Wednesday, and being told there may be a fee to pay!
What time of service are you providing these days?
Not only have I served HM forces, I worked tirelessly through the corona virus, putting my life on the line, only to be treated with contempt by virgin media.
I will be taking this matter up with Ofcom , trading standards, BBC Ones Watchdog, and Panorama.
I await your pre rehearsed response.
Should someone have the integrity to call me and explain why your staff treat disabled customers in such a disgusting manner call me.
Reviewer
Konrad Charytanowicz
Location
Telford
Date
11/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service lies, they do not have contractors who will set up the line on time. The contract was signed in July, but no one has installed the cable yet. They wanted to charge me twice the monthly fee for a service they do not provide. The complete lack of control in the company and the incompetence of the management prove the problems they have. I think you are not fit to peel potatoes and you want to sell the Internet. They lied to my children who were waiting for the Internet Update 5.11.2023 Internet still not connected, they sent me bill 87£ with extra charge for unpaid bills. Claim with citizen advice office already done.
Reviewer
Vlad
Location
London
Date
11/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media's service experience has been deeply unsatisfactory. Despite their promises, the quality of service provided is subpar, making it a challenge for customers to receive the value they expect. Furthermore, their cancellation process is frustratingly opaque. When attempting to cancel the service three months ago, assurances were given that the cancellation would be processed. However, this conversation was misleadingly marked as 'dropped,' leading to continued billing for a service that was neither used nor desired. This miscommunication has resulted in an unexpected and unwarranted demand for an additional month's notice, adding to the overall dissatisfaction with Virgin Media's service.
The company's practices raise serious concerns about their commitment to customer satisfaction and transparency. Not only does the difficulty in cancelling services create a barrier for customers wishing to discontinue, but the misclassification of a cancellation request as a 'dropped' call feels deceptive. This experience reflects a broader issue with the company's approach to customer relations, where the emphasis seems to be more on retaining revenue than genuinely addressing customer needs. The requirement of an additional month's notice, despite no usage of their services in the past three months, further illustrates a disregard for fair and reasonable customer service practices.
Reviewer
Debbie Privett
Location
Farnborough
Date
11/11/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I would like to compliment Memit in the te nick’s division for his excellent performance and service today.
He was extremely helpful and helpful as well as being polite and exceedingly my expectations.
This gentleman it an asset to virgin snd I hope that he is praised and it given a copy of my review.,
He went out of his way to accommodate me and he put a smile on my face:. He was extremely professional and explained everything in detail for me.
Thank you Memit for your confidence and reliability. I appreciate all you did for me today.
You have a very professional approach to life and make one smile when they are feeling down.
The Hank you once again and keep up the wonderful work you are doing.
Reviewer
Abeir
Location
Manchester
Date
10/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have requested the internet connection on 26th of Sep , virgin media kept changing the installation date and today is 10th of November and I'm still waiting for the internet connection, despite many calls and promises that the service will be supplied long way before 10th of Nov , through out many calls I felt the lack of transparency and credibility with their customer service , a very low level service and it quite obvious is not governed by a mature process or clear message that they can't serve my area at this point of time and their technical problems might take a very long time to be resolved.
Watch out of this supplier , because it turns out that their infrastructure is not ready in my area , they locked me for more than 40 days where they are not technically ready to get us connected, if this is the way virgin media locking their customer , I believe they have to be investigated by the local telecomm ofcom authority.
I don't have an active line that has never been supplied yet so I have requested to cancel the service and they asked my to bear the cost of sending back their equipment back.
If they have been honest and transparent , I could have the internet a month ago from other suppliers. And if they have an atom of professionalism they should not ask me to bear the cost of sending their equipment back where I never had the service up.
Reviewer
Tim
Location
Bracknell
Date
01/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
For a communication company Virgin…
For a communication company Virgin suck. I was off contract and it took me 3 hours to speak to a representative to end my service. One of the reps I couldn’t even understand. They even apply a 30 day period after notification so they sting you for more money yet I had no contract. The website says you can cancel online but the link has a 404 error “page not found”, computer says no. Then they throw you around the company trying other reps to pressure you into taking a new deal at a lower rate. They don’t understand the words “i want to cancel” and around you go. Now they have filed a credit report on Clearscore as a final kick in the gentleman parts, even though I paid my final rip off bill within two working days, they are trying to penalise me, we shall see about that. They only ever put your bill up and if off contract expect it to double. No loyalty for long term customer, pressure applied to try and keep you stay. If Broadband.co.uk had a zero rating I would have selected that begrudgingly. Useless, inept, no customer service and deserve to close down. Suggest person at the top goes and flips burgers for a living but he/she/they would probably burn them. Go elsewhere.
Date of experience: 23 October 2023
Reviewer
Alan Walmsley
Location
London
Date
28/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
To explain in more detail We have been with Virgin for 10 years, every 2 years we have signed a new contract and every year its gone up quite a bit. We stayed with them because they had the fastest broadband but this year they dont! We dont use the landline so we can get rid of that, we dont really watch anything we cant get on freeview except tnt sports which we can get for £15 a month.
We would of stayed but we had a dispute where sometime in the last year we found out that they would be putting the price up but if people wanted to leave they could, this was music to our ears! I rang up to find out if this would apply to us and I was told in no uncertain terms that it wouldnt, ****!
Fast forward about 5 months and the remote breaks, we order a new one and they send us a package with nothing in it (they did the same to us only a few weeks ago and we hadnt even ordered a new remote?!). I login to find out the account number as I needed to speak to them about this only to find out they had been charging us more money for the past few months, I was livid!
I ring up, I tell them I was told that we wouldnt be part of that and the lady on the phone lied to me about being able to listen to the call from that previous call, she basically told me anything I wanted to hear. We did end up getting this resolved but that isnt the point, I am someone who will hunt situations like this down to their conclusion but how many people wont/dont even know they are being over charged? They must make millions from basically stealing from people and its wrong!
So our contract is up in a few days, I rang up so I was going to give them 30 days notice just so I didnt get pro rata charges and guess what, they still tried it, I told them that I was giving them notice to cancel and wanted that to be set in place exactly 30 days from what when contract finishes, guess what they did, they cancelled it from that day forward so I had to pay an extra little but of money!
So they said the best deal they could give me was like £60, this didnt make sense since I had been with them for 10 years and I could get all I needed for £40 a month (although I needed to buy a freeview box or a new tv). I cancel the contract then days later I get a call offering me my package for £40 a month, I tell them I am not interested! Funny how they can just knock off £20 out of nowhere and couldnt be good to such a loyal customer! I was considering going with it but then they tell me (after probing) that they now had a term in place that they can up the price when they like and I would not be able to cancel, no way am I going for that I say!
So no fast forward some more days and I get an email, this offer is £44 for my package I alrteady gave but its now a "bigger bundle". They say that its for 18 months and even though they will put the price up it will only be inline with inlfaiton 3.9% and after 18 months when it goes up to £80+ we can cancel. We still dont go for it!
However as time goes on its becoming harder and harder to find a tv or freeview box that works like we want and because my mother is ill and has limited movement we need a remote she can use easily and a system she can use easily. So we decide to go with the deal.
I sign up online, great I think. Then I get a confirmation email saying the deal is now £40, thats strange, that isnt what I agreed to, anyway we dont think too much about it. Then today we want to watch the football only to find out we no longer have tnt sports, they "upgraded us to a bigger bundle" and removed one of the only things they had going for them!
This is not right I think, I login to my account but it tells me I am on maxittv package, this package has tnt sports?! I spend all day on whats app because their phones are too full of people likely wanting to cancel or to sue them! They tell me that I am not on maxit tv but mega tv 3, I thought maybe I was still on the old package until the turn of the month but that wouldnt make sense since if that was the case I would still be able to use tnt sports.
The amount of reviews I have read that say the same thing. This company needs a class action lawsuit against them, they must owe millions to people. They are theives, they are scammers, they lie and there is no recourse!
If I did this on the street, if I sold someone a bag of gold and they find out its actually lead, I get arrested, but Virgin are able to carry out fraud on a national scale and its fine. I am so upset about this I can barely type fast enough. Its disgusting.
But I tell you what, go with a broadband provider and get freeview! Who watches sky cinema anymore? You can get tnt sports cheap as a solo deal, no one uses home phones so get rid of it, sky sports is the big outlay but again its likely you can get broadband for like £15 a month and a sky sports package for £30. Skysports with virgin broadband likely costs £60+
Do not go with them, they will put your price up whenever they feel like they, when you call up, unless you have some real tenacity then you will be exhausted and give up. .
Reviewer
Andy
Location
Whitton
Date
27/10/2023
Ratings
Satisfaction
2.00 stars
Customer Service
5.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
close to useless. whenever there is vistors around eg including me and my family theres 5 people, the wifi stops working and the connection is really bad, even if you're sat next to the wifi. My friends stopped coming over to my house due to the wifi not usable and they can't contact anyone in the outside world using the wifi. Made me pull my hair out as it lags for the 15th time within 5 minutes.
Reviewer
Ivaylo R. Hinkov
Location
London, Walthamstow
Date
26/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My contract started on the 13th of June and beforehand we specified on the phone that I have no cables whatsoever and they need to sort this out.
Engineer crews often came and couldn't install cables stating that a cable re-pull needs to be done outside of the block first.
Since then I've had over 4 appointments of them doing this pull work but somehow they still can't manage to do them and they never gave any explanation of why this work hasn't occurred, only making different day appointments.
In the meantime money has been taken from my account for billings and services I am not even using...
Currently, I am looking for ways to legally seek my rights.
Avoid this company they are frauds and will give you only extra trouble and problems.
They take my money and I've never even used their services not to mention the fact I have to call them every week and explain my issue from scratch every single time...
Reviewer
Konrad Charytanowicz
Location
Telford
Date
24/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't sign an internet contract with Virgin. I signed the contract at the end of July. In September, a technician who only knew how to install a socket on the wall arrived and said that a team would come in three days and install the cable. They set the date three times and three times they didn't show up and they wanted me to pay for a service they didn't provide. They ignored my complaints at the customer service office, disconnecting the calls and saying they would call the manager. It's the end of October and I still don't have internet from this company. It's very sad when children ask why there is no Internet, I told them how Virgin ignores customers.
Reviewer
Jovita
Location
Blackburn
Date
23/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Avoid!bad Costumer service my bills very expensive I asked to cancel then call me back told me they make discount and second bill more expensive!after I call again they make appointment to call me back and still nobady call they don’t care about old costumers.And when want cancel contract need to wait 2 hours tomorrow just I will cancel everything !never go back to virgin media!
Reviewer
M Newman
Location
Torbay
Date
23/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After the last year of repeatedly rebooting system, we have given up with this company. So called customer help line is a totally waste of time. You might as well be speaking to a brick wall for all the help they give. They make promises that are never kept, send the wrong technician as they call them. Who when arrive know within seconds they cannot help the customer. The whole street knows what the problem is but VirginMedia will not deal with it. It’s out of date cables that have been damaged underground. Well we are voting with our wallets we are going with your more helpful competitors. We had the whole package at £150 per month with you. Bye.
Reviewer
John Smith
Location
Harrow
Date
14/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Avoid Virgin broadband at all costs. This is a dishonest company out to trick customers in this difficult financial situation.
They entice you in with a low monthly cost, give you poor broadband and wifi and then when your contract ends, hike the bills up to more than double. They then will only refund the hike, if you stay with them.
So many customers say the same. Virgin should be embarrassed, but are not because they are a dishonest deceitful company out to rob people in an already difficult situation.
Reviewer
Goldie
Location
Northampton
Date
14/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
This provider deserves a zero for customer service. It does not exist, they renewed my contract despite telling them not to. It is impossible to dispute their billing me for a contract I did not sign for. To all new customers - STAY AWAY. It is impossible to end or cancel a contract. You will not have access to them when you want to leave. They cheat and it is the worst provider I have come across. Do not be fooled by the introductory customer service, you will hate yourself when they make it impossible to quit. They should be banned from operating on UK soil.
Reviewer
Maks
Location
London
Date
05/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would rate at zero stars if possible. Stay away if you value your time, money and sanity.
This company is a complete joke. I was falsely charged due to some internal mistake - fair enough - and they acknowledged this mistake. Great. However this is where the journey begins.
After reaching out OVER and OVER again, each time they admit something went wrong, and confirming to me that a refund has been processed, but it never has. This has been going on since last april (so 6 months now). I have been chasing a simple refund that i am entitled to for over 6 months. Each time i reach out, i am assured that this time it was processed correctly. It has not. This is an ongoing experience, and i am writing this while waiting for yet another wasteful response from virgin.
This company has the most useless, incompetent, joke of a support department that I've ever interacted with.
Reviewer
Fiona Tooher
Location
Cardiff
Date
04/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DEALIMG WITH THIS COMPANY CAN BE HAZARDOUS TO YOUR HEALTH.... THEY RARELY ANSWER THE PHONE, IF THEY DO IT'S CALL HANDLERS WHO DON'T WANT TO HELP... THEY NEVER CALL YOU BACK.....THEY HAVE POOR CONNECTIVITY OR NONE.....THEY PRETEND THEY HAVE COVERAGE AT SITES WHERE THEY DON'T. THEY'LL TRANSFER YOU 5-7 TIMES TO SOMEONE WHO'S BEEN EMPLOYED THERE FOR A FEW HOURS.... THEY ARE RUDE.....TOTALLY DISINTERESTED....TAKE MONEY FROM YR ACCOUNT FOR A SERVICE THEY ARE NOT CAPABLE OF PROVIDING .YOU'VE BEEN WARNED!!!!! THEY ARE THE WORST MEDIA COMPANY I HAVE EVER HAD THE MISFORTUNE TO DEAL WITH. THE ICING ON THE CAKE IS THAT THEY DETAILED ME AS A CREDIT RISK TO GET EVEN WITH ME FOR TELLING THE TRUTH...972/999 A CREDIT RISK ? REALLY????,.A TERRIBLE, APPALLING, VICIOUS, DISHONEST, BUNCH OF LAZY GOOD FOR NOTHINGS....AVOID THEM. THE BEUBONIC PLAGUE IS PREFERABLE TO DEALING WITH THEM
Reviewer
Zak
Location
Exeter
Date
03/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poorest customers service always issue with
Reviewer
Grant
Location
Sw London
Date
02/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible internet service multiple faults nearly every day totally unreliable and slow performance. Ringing service desk achieves nothing of value sometimes down to a fault and told to wait other times they just say it's not a fault and ignore my statement of slow or no service. Terrible service terrible customer service will avoid for all future contracts
Reviewer
Bruce
Location
Plymouth
Date
30/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Broadband hasn't been delivered since yesterday evening. You cannot get to talk to a human. Talking to a BOT produced false deadlines for it being resolved. First 1200, then 1600 and now nothing. signing up for text updates has produced not a SINGLE update today. Clearly Virgin's network isn't being maintained properly. Clearly it has cut its investment in staff as it has nobody available to help, and the problem isn't being fixed. Shame on Virgin. A legend for poor customer service.
Reviewer
Mark walmsley
Location
Twickenham
Date
30/09/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
We have been with virgin for 10 years. Every two years they put the price up and we stayed, mainly due to their internet being the best at the time and there being no real competitors. I have to be fair, their service worked 95% of the time perfectly (although when I used to play ps5 till late my internet would suit off at 1230ish every night for about 15 minutes, we never did find out why that happened?!
However we got wronged by them recently, when I found out they would be putting the price up I called to see if it would affect us, I was told it wouldnt. Only to find out months later that we were paying £20 more! To be fair they had sent an email but this was later and we had already been told it was nothing to worry about. I called up, I was lied to by the adviser but after another phone call they did trying us.
We have now put in our notice to leave when the contract is up in November. The fact we have been with them 10 years and the still charge is us such large fees is disrespectful! Ee on the other hand really look after us for such a long mobile phone contact!
Virgin used to have a monopoly on the fastest internet but now they don't. We don't have any special packages except bt sport (we can get that for £20 a month with ee), we don't use the home phone and mum only watches Freeview and aids she pays for separately. Community Fibre offer 1gps speed internet for £20 a month, we have a freeview box and recorder, what's the point of virgin now?
They offered us £52 which we would of stayed simply for the hassle of changing but now they have a great bit in all their contracts which says they will increase their fee every April inline with inflation and you cannot cancel!
Be safe guys, ask these questions.
Reviewer
Karis
Location
London
Date
28/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly - avoid this company at all costs.
Not only is it extremely expensive compared to it's conterparts (£50 a month for a package I got at £27 a month with Community Fibre) the customer service is absolutely horrendous.
When I moved house, and opted to take them with me, they re-entered me into a new 18 month contract at double the price, without my consent. I only found out on receiving a shockingly high bill for the exact same service I had before. I'm pretty certain that's illegal - a contract can only be entered into with the express permission of two parties. When I told them this, they initially said I had to pay a fee to leave early. You can also repeatedly call and speak to different agents, have "notes" made on your accounts, but actual change doesn't happen. It's only been when I've escalated things to management that any changes have happened. Mind you - Management said they'd call me back the same day, and it was 3 weeks before I heard anything.
The staff are rude, overfamiliar and don't seem to know basic information pertaining to their company and jobs. EG One person will tell you you'll receive credit refunds as a payment onto your card, another will say it's a cheque. Simple processes, totally different responses, but they both guarantee they're right. Also, they have ZERO tact, and don't seem to recognise that part of their jobs is understanding the consumer, not being rude, abrasive and patronising.
Now for the broadband - it didnt even stretch from the front to the back of the house. I've changed providers and it's now working brilliantly.
Stay well, well, well away from Virgin Media.
Reviewer
Kristian
Location
Date
24/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
18 month contract and reliability was a common flaw. 50mbs speed was guaranteed but often it fell under 10 - in a household with 3 devices.
The email providing notice my price was doubling didn’t arrive hence they’ve caught me with an additional bill.
Service was shocking and all hidden behind a chat window making it extremely difficult to converse with and get a resolution.
I would warn everyone with Virgin that their pricing is eye watering with my bill going from £24 to £51 so make sure you cancel with 30 days prior to your end date.
Reviewer
Paul
Location
Devon
Date
22/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Have been with Virgin Media for several years. Now being charged £81 per month for 200 mb of broadband and a landline we do not use.
We are moving to Plusnet where we get 500mb for £35 per month.
We have tried to cancel our account with Virgin but without success. They do not answer the phone, the online chat does not allow cancellations, so they suggest we write to them. This is 2023.
Ofcom has opened its own investigation into Virgin Media's compliance with its handling of contract cancellations. It has evidenced that Virgin has not complied with the rules.
Avoid Virgin, they are expensive, dishonest and do not play by the rules.
Reviewer
Martin Paterson
Location
Glasgow
Date
16/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Just Awful. If you have shares in these Jokers..dump them.
This is a company going down the tubes
They Cancelled my 7 years old account because a neighbour with a similar address wanted to join.
Over a three week period, they could not fix it. I have logged around 40 hours on the phone and been passed around (more than 40 operatives) like an unwanted parcel. Every time it seems a little difficult the line drops! "Offshore", customer care operatives are badly trained, have little idea how their own system works and often just guess..they have even made it worse. In the end, took on a completely new contract and within seven days...you guessed it. back to the 3x 90 minute phone calls in one day PLUS. No TV service, Now find without wifi you have no landline, Hive heating, or of course all the other wifi dependent vital services...banking, email, council services...4 engineers 3 home visits, no one has a clue. No one cares. They know the customers they lose..they'll pick up from their awful competitors.
Reviewer
TB
Location
England
Date
15/09/2023
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Comments:
Never buy broadband from virgin media. I was previously with sky which was horrible and overpriced so i switched to the virgin media "264mbps super reliable" package. The only time that I ever got that speed was on the first day I got it installed. Since then i have never gotten that speed, the highest i have gotten since then is 120 mbps - 150 mbps. it sounds okay but it is so inconsistent, most days it will go down from the lowest i have got which is 0.36 mbps to 10 mbps, this isn't uncommon to happen like I said it happens most days multiple times per day. I put the customer service at 1 star because i have tried calling virgin media about the broadband issue, they told me it was an issue in my area and it will be fixed in a few days, it's been over a month now and it is still the same. The person on the phone put us on hold probably 7 or 8 times and on the last time they did, they left it for about 5 minutes and the next thing i know i hear the hang up noise. Yes a person supposed to help me lied and hung up. Not recommended, don't buy virgin media broadband.
Reviewer
ade
Location
hone
Date
13/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
oh my god
oh my god, where to start, the services I receive Inc TV broadband and landline are fab, but iv gotta warn whoever is reading this, customer service is non existent, there is only 2 ways to get InTouch with a human person, 1 call up which in real time reality takes at least 2 hours of ringing n the same 3 tunes whils waiting to be connected, and once you actually get thru to someone, they can't help, and need to put you thru to someone else, which is again the same 3 tunes again for hours again, then if you get thru nothing gets resolved, and you will get offered £5 or £10 good will gesture, which you will never receive simply because this company know you won't ring up again because the pain in the bum waiting times, or you could try 2, online which i really suggest you give this way a miss, i had a problem with all my services and couldn't get thru on the phone so tried this way, i was immediately transferred to warsapp so I could as it states , get in with my day, so here's the punchline, after 3 days if waiting for a reply, I got a reply, but in this reply, I had a conversation about something that didn't relate to my question. this went in for days, with the waiting for a reply etc etc, to where I just took screenshots of the whole conversation along with clear times and dates of all replies to and from and told the operator I'm going to talk to consumer advice, to where i got a reply of i can offer you again £5 for your complaint to be closed, obviously I told him no I'm going to consumer advice, n because iv stated that, I'm still waiting on a reply, to I'm pretty sure I'll not get one, n if I do it will be after 2 or 3 days go by. I'm not saying the companies product is had, because in reality iv never had a problem with the package iv got now, but i think it's only fair to warn new customers about the sheer lack of customer service you will be recieving, it's that bad you won't be able to cancel your product if your not happy within the first 14 days, due to simple lack of customer service agents, another thing to be aware if is the advisors are not trained, some of them struggle to read a simple English sentence and if they manage to get that far they seem unable to understand what it means. so to sum up this review, iv got absolutely no issues with the product at all, but if I could cancel my services without any fee, then i would purely because the customer service iv received is so poor, I'd be ashamed of myself..
so this has been live for a hour or so and iv had a reply to a review iv left, no more than 2 or 3 hours ago, so let's break this reply down. they are sorry about me not being happy with the service iv received, and it's not of normal practice, so my answer to this is, absolute lies, if everyone scrolls thru all reviews left for virgin media, you will see it's not just me stating this issue, it's every review left, many of the reviews stating they woul of left 1 star if it be possible, so I in reply to your reply, it's not Ur usual practice, ermmm please look at the reviews and see that you have replied with the same message to all of the reviews with a negative review, please tell me how on earth do u expect ppl to use the contact details you have left on all the negative reviews if they are all reviewing the same thing (TRYING TO GET IN TOUCH WITH SOMEONE TO HELP) so in all honesty the details you have left for everyone is NOT going to help anyone because NOBODY that's repeated NOBODY can get thru to your NONE EXISTANT VERY POOR CUSTOMER SERVICE,
one last thing, I find it very frustrating that the company, namely VIRGIN MEDIA can reply to reviews left with great urgent, but can't pick up a call or reply to there warsapp messages from customers who need actual help.
YOU SHOULD Be ASHAMED OF YOURSELVES, AND I URGE ANYBODY WHO IS THINKING OF JOINING, THE SERVICES PROVIDED ARE OKAY, BUT IF YOU EVER NEED HELP, OR YOUR SERVICES HIT A PROBLEM, YOU REALLY WONT BE Able TO GET IN TOUCH WITH CUSTOMER Services UNLESS YOU CAN DEAL WITH THIS POOR SERVICE, ID KOOK AT SKY OR BT WHO OFFER BETTER CUSTOMER SERVICE. pay a couple quid more a month if I was you. you will thank me in the long run. please read a few more reviews before making up your mind
Date of experience: September 12, 2023
Reviewer
Monika
Location
London
Date
13/09/2023
Ratings
Satisfaction
1.00 stars
Comments:
4Aug:
I subscribe for virgin media. I was supposed to get the virgin media. I regret to hell for my decision. it 13 september already and every time the technician comes to install it, they always have a reason why they cant do it today. I call the customer service, 2/3 hours of waiting and explaining, I am told that they will call me back and that never happens. when I ask for dongol, according to them, I am not eligible because the next engineer appointment is soon. I wish I did some research and came across these bad reviews about this Shit company.
Reviewer
Lin
Location
stoke on trent
Date
11/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
With virgin for 9 years, when the contract end never email or text,so I have to pay £60 per month, I called Virgin to end my contract. Customer service started offering discount if I renew the contract, I refuse it as I happen on my last contract,they just want as to renew. In the end they said that I will have to pay final bill for 30 days notice period . No discount was given in this instance. Where is the customer service in this instance?
Reviewer
F
Location
London
Date
08/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have never been so frustrated and disgusted with how a company organizes themselves and delivers “quality service”. What a fucking joke. The WiFi in our house has been fine for months and all of a sudden on a random Friday it has completely stopped working. You can connect, but NOTHING will load, it’s a complete write off. Appalled with the customer service, haven’t been able to get a hold of help for 3 hours so still have no WiFi. Did I mention that I work completely remote so having WiFi at all times is ESSENTIAL otherwise I’ll have no fucking money to pay for your shite and atrocious service you money grabbing pigs. I have gotten in huge trouble at work because I can’t do anything as I cannot connect to my own WiFi (which has never had a problem before but NOTHING will work to fix it). I’ve tried rebooting it and my computer and nothing will give. I had the IT department of my work place look into it and he couldn’t figure out what was wrong either. There is still no explanation and I still have no WiFi. Working off of my phone data which will soon run out and frantically trying to fix the WiFi while also working a full time work day, I mean Jesus Christ talk about stress. If you respect yourself and sanity in any way DO NOT use virgin media. Absolute fucking piss take.
Reviewer
Graham
Location
Belfast N.I.
Date
07/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
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!!!!
Reviewer
James Laidler
Location
Bromley
Date
07/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Literally the worst customer service. I was moving house and checked whether I could move my Virgin broadband to my new property - their website told me I could, so I requested for it to be moved. I was told the installation would be completed it about two weeks time.
They then contacted me asking what material was between the house and the public footpath. I told them what the material was, then asked what construction would need to be carried out (if any) - they said I'd need to ask the construction team and immediately hung over. Not the best start...
I then received an email from them stating the installation date was delayed, but no date was given. So I phoned them up asking for an update - they told me the installation date was delayed by a day, but also said they needed to book in a survey to ascertain what construction was required (they should've reached out to me to book this, but apparently it got 'lost in the system'). So I asked for the survey to be carried out the next day.
A day after the survey, I received an email from Virgin stating the installation date had been moved to two months time! So I called them immediately stating that two months is ridiculous, especially since I work from home, and that I want to cancel my contract (and not have to pay the redemption charge, since they stated the property was ready for Virgin Broadband). After being passed from team to team, and being told everything from 'you won't need to pay the charge' to 'you will need to pay the charge since the property is still classified as serviceable', I finally spoke to someone who said she'd close the account that was created for my property, and that they'd be reaching out in the next few days to discuss options regarding the account linked to my old property.
I then received an email the next day stating my bill had increased from £22 per month to £38 per month (i.e. the discounted rate I was promised for another year or so had been removed for no reason). So I chatted to them again, making my frustrations clear, after which they said that both accounts had been closed and that I wouldn't be charged any early leaving fee.
All was right with the world, or so I thought... I've now just received a bill for £57.66 (I have no idea how they've come up with that number), so I'm going to have to contact them once more to try and sort this out (although I'm not expecting much, as even when they say they do something, it's usually a lie).
I would recommend staying far, far away from Virgin Media - their customer service is atrocious, their systems are a joke and trying to get a simple issue sorted seems to be nothing short of impossible.
Reviewer
Dilip
Location
Harrow
Date
07/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a terrible company - I can see several negative reviews here but the company doesn't really seem to care - regulator needs to get involved at some point as consumers are been taken for a ride. I have been with Virgin media for few years - the company almost doubled on monthly payment recently. I have been trying to reach the company for almost 2 days but after almost an hour hold and "passing game" the call just gets disconnected. They will make you go through hell to disconnect. Terrible terrible experience!!!
Reviewer
Gre
Location
Derby
Date
04/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Highly unrecommended, I have been a long time customer and all I get is constant price increases. This company offers nothing for the existing customers apart from that. Will be leaving them when my contract expires later this year.
Reviewer
Disgusted
Location
Midlands
Date
03/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
NEVER GO NEAR THEM Still stealing from my family 3 1/2 months after cancelling. Who cares what speed it was? I got a cheaper faster deal and Virgin refuses to terminate my month to month arrangement. DISGUSTING THIEVES. See ‘RIP Off Britain’ before you make my mistake, thinking they wouldn’t spend millions advertising, if they were going to *** on customers. THEY DO.
Reviewer
Sars
Location
London
Date
01/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I live on Camberwell Grove, SE5 , in South East London. Service from Virgin has been on a downward trend over the past 12 months. Since 4th August 2023 broadband service has either down completely for periods of 48 hrs, or at best, intermittent over the day. Yesterday it went down for nearly four hours. Since I logged the first issue on 4/08, I have received multiple updates with the 'fix date' constantly pushed back. Originally this was to be fixed on 7th August, now the fix date is 11th SEPTEMBER. It is impossible to get through to someone to register a complaint. I was on the phone for nearly two hours today, and still no resolution. They ignore the emails, online chat bot requests and phone calls for assistance. Virgin Media offer TERRIBLE value for money. We have paid thousands of pounds in bills to them and get nothing in return. Very frustrating and infuriating service provider to deal with. I will be switching provider.
Reviewer
mike
Location
Wiltshire
Date
01/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service.
Been charged £58 for the last 6 months. I raised 3 months ago that I wanted to cancel and they cancelled it all for me, however I was shortly contacted by someone called Steve on - 07412 560 764 and he convinced me to stay with a package of £19 per month- needless to say, £58 has now come out of my account twice since this 'New deal' was put into place.
I have called Steve multiple times and no answer. I have also requested DSAR as I will be taking this complaint to Ofcom/Ombudsman
Reviewer
Hus
Location
London
Date
30/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I recently had the unfortunate experience of moving my Virgin Media broadband service, and I must say it was nothing short of a nightmare. First and foremost, the lack of communication was astonishing. Charges were applied to my account without any prior notice or explanation. It felt like they were just reaching into my wallet without consent.
Furthermore, the misinformation provided during the process was baffling. I was given incorrect information about the availability of services at my new address, leading to days of delay and confusion. It's frustrating to rely on a service provider that can't get such basic details right.
To make matters worse, my complaint about these issues was mishandled from the start. It felt like they were more interested in deflecting blame than addressing my legitimate concerns. It's disappointing when a company prioritizes profit over customer satisfaction and fails to take responsibility for their mistakes.
Overall, my experience with Virgin Media broadband during this move was nothing short of a customer service disaster. I expected better from a reputable provider, and this ordeal has left me seriously considering alternative options for my broadband needs.
Reviewer
Rajeesh
Location
Beeston
Date
29/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
it worst service from Virgin Media..I moved to new house and transferred the connection. We already have existing internet connection and i want to cancel the Virgin account.. They asked to pay to full contract amount..
Reviewer
Michsel
Location
Erith
Date
26/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Never again 10 years with them try and cancel is a nightmare and they want to charge you for services you have never used. Customer service are money grabbing vermin. The worst providers for service and consistency of broadband. I can tell you when they drop the service almost to the minute
Reviewer
Matt
Location
Bradford
Date
24/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
We’re currently on round 2 of no broadband in a week, we had a couple of days with no internet last week and apparently this time Virgin are aiming to get it back on by 4pm Friday. I work from home, for myself, and can’t do my work without internet access. Virgin are constantly raising their prices for Broadband - which has been fast internet when it’s working - but with the huge amounts we have to pay every month, you’d expect them to keep it running. Two blackouts in a week seems a bit excessive!
Reviewer
S Pope
Location
Bournemouth
Date
24/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
By far the worst customer experience offered by any company on this planet, you spend literally days worth of hours on the phone to them or trying to proceed past pointless bot messages. Its incredibly hard to cancel and typically involves 4-5 hours worth of calls to do so. AVOID
Reviewer
Mandie
Location
London
Date
24/08/2023
Ratings
Customer Service
5.00 stars
Comments:
This is review for the Technician who came out and fixed my broadband.
Thankyou Colin56690
He was friendly, knowledgeable, and went the extra mile at the end of a long shift to fix all the problems.
Virgin Media should follow his example.
Reviewer
Alicia
Location
Edinburgh
Date
22/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
You already cancelled my account and you keep sending me a bill for £278.40 and now handed this over to debt collectors! Its already been cancelled and your colleague phone me apologizing and I have spoken to you 8 times! You promised this won't happen again and now you sent the bill onto the debt collectors!! Advantis Reference 24428856
Reviewer
Pedro
Location
London
Date
20/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Constant outages with no help. Automated responses, blatant lies from their customer service team mentioning there's an engineer on site looking at the issues. Postponing fixes of outages constantly. Terrible service, terrible company.
Reviewer
D Johnson
Location
Sheffield
Date
19/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Absolutely dire service. Broadband might boast being fast, but it's so unreliable constantly drops out. Only get my Internet speed when it suits them.
Has for the customer service its just the normal overseas call centre that make all the right noises but never delivery. Rang 4 times for the same fault still no resolution. 40 mins a time on the phone to someone who's clearly not that interested in resolving customers problems.
Sooner my contracts over the better. Least my non fibre broadband was reliable
Reviewer
Guy
Location
london
Date
14/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
For installation, they give a 5 hour window for their technicians to come round that you can't specify a more specific time within. If you, like me, do things with your day, you might be busy at some points during a working (!) day. I was out on a business call and didn't pick up the technicians call & I live alone. They've charged me £25 for this and now I'm wasting my time with automated phone mazes. Their automated phones say "all information is online" and link you to unhelpful websites before hanging up on you. When you do finally get through to customer service, they give misinformation and are completely ineffective, too, sending you from one impotent "helper" to another. Wasted about 2 hours so far with a new installation date 8 days into the future, when I needed it today. Overall just hope you never need to contact anyone if you have something go wrong with your broadband.
Reviewer
David
Location
Herts
Date
13/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Failed to install after 2 weeks messing me around. My next door neighbour in the same building has Virgin…….
Have spray painted the pavement and wall outside my property.
Useless as ever
Reviewer
Bill
Location
Merseyside
Date
10/08/2023
Ratings
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Shocking customer service. The worst I've ever encountered by any company. Called to cancel was offered cheaper package but then was billed double for months and it was denied I was offered the cheaper package. Complaints totally ignored. Extremely frustrating.
Reviewer
Stephen Callaghan
Location
Altrincham
Date
10/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
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.
Reviewer
carmenza
Location
London
Date
09/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media went from being on of the best to be one of the worst
Customer service is not existent
in the last 6 month many people has left and that is what i'm trying to do, to get out of my contract
Reviewer
Ariadna
Location
UK
Date
07/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I am extremely disappointed with Virgin WiFi, particularly their "customer service." First and foremost, I experienced numerous delays in getting an engineer to install the hardware. When the engineer finally arrived, he incorrectly installed a wire in our front garden, creating a trip hazard that we have to navigate every time we come home. This has been a major inconvenience for us.
I tried calling their customer service multiple times to address the issue, but it was like hitting a brick wall. Despite having decent internet speed, the booster they provided was non-functional. There were also additional charges on my bill that I could not understand. I made three separate calls seeking assistance, but none of their representatives were able to provide any help (their communication on the phone is unclear...).
I decided to file a complaint, but even during this process, their communication was incredibly unclear, leading to further confusion on my end. This lack of effective communication only added to my frustration.
As a result of this poor experience, I have decided to cancel my contract with Virgin, and I have no intention of returning in the future. Their customer service has proven to be utterly useless, and this entire ordeal has left a very negative impression.
Reviewer
Penny
Location
UK
Date
03/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I would give them a -1000 if I could. We were with Hyperoptic for 3 years and never had any issues. As soon as we moved to a house with Virgin the problems started. WiFi is 30-50 mbps at best and service is so spotty that I can't believe people actually buy this if they have a choice. You can't get to a human when you want to speak to technical support. It's just endless time wasting with useless help articles and bots.
Reviewer
Norman Reynolds
Location
Welwyn Garden City, Herts
Date
01/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Speed and reliability are fine... but as others here have said, their customer service is just atrocious. I would even say non-existent. I am in a Catch-22 position. I have forgotten my password and their supposed 'familiar expression' (or whatever their automated system calls it). Hence I cannot login. Hence there is no way for me to tell them that I do not want to renew my contract with them (price hike from £18/month to £44/month being the reason). So I have been forced to cancel my standing order. Oh... and of course you cannot email them!! The only way to contact them is via their website (password required - see above) or by phoning them - again PW required. I'm now looking for a company that actually employs human beings in their product support.
Reviewer
Imran
Location
Sutton
Date
01/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I called Virgin Internet to end my contract. Customer service started offering discount up to 60%!! When questioning why this offer was not provided earlier they had no answer. In the end they said that I will have to pay final bill for 30 days notice period . No discount was given in this instance. Where is the customer service in this instance? On top of it the staff was offering discount like a chariity or alms.
Reviewer
David Hall
Location
Surrey
Date
31/07/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
As an enthusiastic new customer I agreed to the pre-installation site visit. No one turned up. I called to reschedule. A date was set. No one turned up. As a special gesture a visit was set up for the Sunday prior to Tuesday installation. No one turned up. In every case I've had to chase Virgin. I've spent hours on the phone and received nothing but platitudes. Will Virgin turn up on Tuesday to install? I know what my money's on!
Reviewer
Liying
Location
Hall green
Date
28/07/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Signal is very bad , it's often no WiFi
I call three time to complain,but no resolve this problem
Reviewer
Javier
Location
london
Date
27/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Probably the worst broadband service in the world,
please avoid at any cost!!!
This people have a big mess in their systems, I recently moved my virgin broadband service to a new property and the messed the whole thing up, I have been without internet for 5 days, they charging me for that, they owe me £15 from my previous account that has not been refunded and essentially they don't want to help at all after calling them 10 times and waiting on the line. Also impossible to reach out via online chat and they don't have an email contact and a complaint management sytem.
Avoid if you don't want a big headache!
Reviewer
Lucas
Location
London
Date
26/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I cannot express honestly how absolutely useless, time-wasting, and annoying my experience with Virgin has been. I had an installation booked on the 12th of July and the installation went well and we had the internet installed. However, we kept getting messages about the installation being delayed until 31st Aug! I phoned the day after our installation to inform Virgin the internet was working and that we had access to their services. I was told this was not correct and we had to wait for an engineer to install the internet (which had already been done)
I kid you not... I have phoned them now over 10 times, each time being on the phone for nearly over an hour, sometimes being disconnected and having to call again and again. SO nearly 11+ hrs on the phone with them trying to tell them the same thing over and over and over again.
They won't tell me how this is going to affect my billing and cannot give me any information on that (seems convenient on their part!)
Avoid this company. Avoid it at all costs as I have never had such a shocking time ever!
Honestly, I have wasted soo much and too much time with them.
(Oh and you can bet that I get an automated response from them saying they are sorry and that I should phone them up to explain... slim chance Virgin. Until I get an actual phone call from the main management, I won't be stuck on hold waiting to tell you yet again the same thing!)
Reviewer
Jason
Location
Durham
Date
22/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
PROFITEERING/ROBBERY ON A DISGRACEFUL SCALE
Having been a loyal (and on time payment paying) customer I was somewhat surprised to receive an email from Virgin Media regarding next month's bill.
For 18 months I'd enjoyed 264 Mbps speeds @ £28.00 per month. Virgin's new price was a BREATHTAKING..
**whopping increase of 103.5% to £57.00 per month!**
I sent an email of complaint and received a call that failed to answer the single question posed 'Please give a valid reason to your 103.5% increase?'
Having listened to pathetic corporate-cackled references to global cost increases, costs to companies and 'woe is me, Richard's new spaceship is delayed by a day waffle', I asked what discounts were available. They were applied and a reduction from £57.00 to £45.00 was offered.
i disputed the available question and asked another valuable (saving) question viz 'Are your available discounts the same as those available to your colleagues in cancellation department?'. More waffle upon waffle but eventually put through to cancellations.
Couldn't hear the person very well so I freely offered some headset/communication/volume/settings advice to the person that was employed by the Global Communications Company Virgin.
More waffle waded through but we eventually arrived at the 'Decreasing Discount Database' that further tests the patience, resolve and determination of the genuine consumer whose next port of call should be Victim Support or Action Fraud!
The system then reverts to one whereby the customer refuses the claim that 'This is the best discount/deal I can apply I'm afraid'. The same amount of trust in the aforementioned statement(s) should be applied to that of a trader in a Turkish bazaar, when trying to purchase a counterfeit wallet or t-shirt!
'KEEP GOING' was my response 'YOU ARE INSULTING MY INTELLIGENCE' was the cry!
The process is best tested by repeated refusal, digital head shaking and assurances that contracts should end immediately, whereupon the modern day masked marauder surrenders to the ACTUAL best discount available and offers the monthly price of £32.00 inc vat.
The final question raised was the inconsistency in discounts available between the calls and Virgin employees.
'Oh it's quite simple' stated the associate, 'there are different grades/tiers! I am a Grade 2 and my colleague you spoke to earlier is just a Grade 1. The discounts available are WORLDS APART !'
I thanked the young man, Adam, for his assistance, his grade, his discounts and my future subsequent savings.
In conclusion I suggested that Virgin might consider a new approach that would assist consumers in assessing the level of extortion they were at the hands of.
How about 'Hi there Mrs/Mr/Ms ......... STAND AND DELIVER - I'm a Grade 1 profit making agent but if you threaten to cancel, I can transfer you to a grade 2 - I'll eventually listen to you, wearing a lighter shade of black mask and bigger eye holes to see the bigger picture through'.
DISGRACEFUL !!!!!!!!!
Date of experience: July 22, 2023
Reviewer
Alan
Location
Twickenham
Date
22/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
DO NOT JOIN THIEVING VIRGIN MEDIA.
I have been with virgin media over 10 years and I have had an intermittent fault for almost a year with my broadband service that results in internet downtime and connection problems.
Petty virgin media refuses to change my 5 year old router which they constantly tell me to reboot everytime I call you to report the fault.
Their customer service are not helpful and slow to reply or act on problems on your service. You can't speak to anyone in person as all communication with virgin technical team is done via text messaging.
YOU HAVE BEEN WARNED, SAY AWAY FROM THE CRAPPY BROADBAND SERVICE FROM VIRGIN MEDIA
Reviewer
graham
Location
London
Date
19/07/2023
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
I’ve been a customer for years and when it works it is fine…but we’ve had issues for a couple of months now and like other reviews on here the customer service is unlike anything I’ve experienced. A call centre that takes 30 mins to get through to…who basically can’t help you. They can’t resolve your issues, they can’t escalate your problem and they can’t compensate you.
We clearly have an issue in my neighbourhood, half of my neighbours have left and the other half are seriously considering it.
They honestly don’t seem to care, they don’t have the info available to them and return to the standard ‘turn it off and turn it on again’ babble.
Customer service literally non existent. Check out their Twitter feed/replies and trust pilot reviews. Also being Investigated by OFCOM for customer service failings….I’m not alone. Avoid
Reviewer
Richard Atkins
Location
London
Date
17/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would give 0 stars if an option. Personal experience is that Virgin Media service was terrible. Hard to get reliable internet service. Customer service even worse. Never do what they promise and then try to send bills after disconnection for services you didn’t receive. Hours spent on the phone to them and never get anywhere. They have now agreed that final bill was raised in error but have still passed my account to a collector called BPO who I now have to persuade that Virgin Media have raised the bill in error. Seems strange that so much effort os spent trying to convince customers that leave to return rather than providing a good service / customer service while they are still a customer. In short, Just use another provider - Probably obvious based on all of the other terrible reviews.
Reviewer
Hazz
Location
London
Date
15/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The poorest WiFi service out there. Wouldn’t even recommend to my worst enemy. Customer service is atrocious, they say they fix your issues and then the next month comes around and the issue is still conveniently there when it’s time to pay the bill with all their extra hidden charges. WiFi doesn’t even work half the time. AVOID at all costs
Reviewer
Hazz
Location
London
Date
15/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The poorest WiFi service out there. Wouldn’t even recommend to my worst enemy. Customer service is atrocious, they say they fix your issues and then the next month comes around and the issue is still conveniently there when it’s time to pay the bill with all their extra hidden charges. WiFi doesn’t even work half the time. AVOID at all costs
Reviewer
Howard Saunders
Location
London
Date
13/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
What the hell has happened to Virgin Media? Their customer reviews are appalling. I've been with them on phone and broadband for 15 years and they're now SO bad that they're even making BBC News headlines!
As an existing customer wanting to keep my virginmedia email addresses, I tried to get Virgin Media broadband installed at my new house. After months of back & forth, dozens of calls and two visits by engineers, I was told that Virgin Media cannot service the property. Which is utter bull as the flats next to and above me are all on Virgin Media. There are four Virgin Media junction boxes screw-fixed to the outside walls of our building! After what's been an infuriating experience trying to explain this to various customer service operators (only for the line to go dead or to be passed on to someone else who's equally as useless), I have now lost all faith in them and will be looking elsewhere.
Virgin Media ... SORT YOURSELVES OUT! You've completely lost the plot. You get one star because 0 stars not available.
Reviewer
Tracey Elliott
Location
Spennymoor
Date
13/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shameful treatment !!! Was due to get installed 17th. Had 3 phone calls asking why i had cancelled?? I had not. Apparently the technician had been and i told him i wanted to cancel.NO TECHNICIAN BEEN and i DID NOT CANCEL!! I was then given a later daye which was no good and was told it was my fault for cancelling. I DID NOT CANCEL. Terrible customer service before installation. AVOID
Reviewer
Ivan de Nemethy
Location
London
Date
13/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Dishonest company. Ignored my online cancellation of the contract at the end of the 18 months. Tried ti bill me after the contract ended.
Reviewer
Amjad Mahmood
Location
Northampton
Date
13/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media don't deserve even 1 star. It took me over two month to get through to customer services about my package. So I cancelled it as they charged me double than that of my agreed package for three months.
Reviewer
Ivan de Nemethy
Location
London
Date
12/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I qualify for essential broadband and tried a dozen times to establish a new contract with Virgin. They lied to me and tried to trick me into continuing with a very expensive contract. Crooks!
Reviewer
Martin Featherstone
Location
Manchester
Date
08/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling installation - wiring loose, holes drilled in wrong place. Wiring laid in gutter across front of house. The worst thing I've ever seen.
Reviewer
Steven Hambly
Location
Leicester
Date
05/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
only reason I gave one stars is because there is no nil stars. I feel they was in breach of contract by NOT providing wifi to the house only the room the router was in. when I complained and asked them to either sort it out or I will leave they said I could leave but would still have to pay to the end of my contract they just didn't care at all now they have ended my contract and they are messing about as to when they will take the money. I have been with virgin over ten years and they repay me with verbale poop I am absolutely disgusted with them.
Reviewer
Will Betts
Location
Manchester
Date
04/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Their customer service is atrocious. You can’t speak to someone on the phone and my contract came off it’s 24 month period and immediately doubled in price without warning. They also won’t allow their existing customers to access their deals for new customers despite the fact that the wiring is all there for it and it should be a simple online exercise. Oh no, they’ve made that super difficult and you end up spending 45 minutes to be told that you can’t have the same deal as that for a new customer. That’s just shoddy.
The speed was fine and was relatively reliable.
Reviewer
Sperafucile
Location
London
Date
03/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Virgin Media is now simply appalling. It is very expensive at £84 per month. It is not working more than its working and now I have had no access to email for two weeks! Just remember that, if things go wrong, there is no way known to humanity to contact their "customer service/tech support!
Reviewer
K
Location
North West
Date
02/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly, the question “what went wrong” should be phrased “what went right” and the answer would be nothing.
The customer service is dreadful, they will do anything in their power to avoid resolving the issue for you. They have sneaky hidden fees, try and upsell you products when you want to cancel and are just SO unhelpful it is actually somewhat impressive. The WiFi is dreadful and drops out constantly, however when you ask them to check it they say there is no issue…? They also will promise you things over the phone and refuse to send it by email in writing and then when you ask about it, they will have “no record” of those conversations. Then if you ask them to check the phone call log that will take 60 days to review…..
It really is shocking how this company is still running, although if their aim is to scam people out of money and deliberately provide the worst service in history, maybe they are fulfilling their deeply unethical plan. Will never be a virgin media customer again, and will tell everyone how dreadful the service is.
P.S. The survey at the end of the customer service won’t take your feedback if you rate them negatively which is just hysterical.
Reviewer
Ivyrae
Location
Wallasey
Date
23/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful. Just awful.
Been with them less than a year and already had money stolen from us. Multiple payments taken for no reason, rises in contract costs that weren’t discussed beforehand. All this I could see past but they don’t even provide a basic working service.
I only have WiFi via virgin and their supply is rubbish. Cuts out multiple times a week for days on end. One minute their website says there’s an outage the other minute it says they’re not.
The customer service team won’t refund your monthly bill despite lack of services but will promise you a phone call within “4 hours”
not a good experience for a first time customer and definitely won’t be paying for their half assed services again.
Reviewer
Jenny Parkinson
Location
Bournemouth
Date
23/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
At a loss, 2 weeks after our install date with Virgin Business, we are getting ignored and no information is being given despite my daily calls, as to why we've not been activated yet. They sent the wrong engineer (after having done a 'pre-install check'). Every time I call I am told my order manager will contact, but they never do. I've tried escalating and formally complaining, neither of which have gained a response. As a business we cannot run without this service. Severely disappointed with how we're being handled, no faith at all that our account is being handled as any kind of priority. I am even thanked when I call daily (or even more often) for regularly following up....how ridiculous! I am wasting my time and Virgins, and getting no where.
Save yourself the aggro and go elsewhere.
Reviewer
Tania
Location
Croydon
Date
21/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could submit this with 0 stars I would.
Reviewer
Candy C
Location
Hampshire
Date
21/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Let's just say I cannot wait for my contract to end in April 2024.
The system in this company is completely messed up. When you try to call them up, there isn't an option for you to choose to directly talk to someone. They either send you a SMS then hang up on you or it will just get disconnected and you just need to call them up again and again hoping you could get the correct combination so that you would be directed to talk to a real person.
Recently they increased my fixed contract price without notifying me in advance. I had to call them up, talking to many many staff and eventually they agreed to change it back to original amount. But then I lost my other promo offer.
What really annoyed me was that it seems none of the customer service staff knows how to deal with your issues. They like to say "I'm sorry but we're unable to do this, or do that blah blah blah".
To make matters worse, they constantly call you up trying to sell you their service.
Reviewer
Yahya
Location
London
Date
19/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Full of lies
Reviewer
Panchal
Location
London
Date
16/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bed services,
Initially even they didn’t provide broadband kit on time, have called to customer care for delivery of kit and they tells that we don’t have any updates event they don’t have any update from Yodel who are their delivery partners and When I asked to them for Yodels number they gave me common number and application shows that parcel will be deliver in between 2 to 4 but there were not any single person came for courier, Initially they will not provide good services then how we can trust on them for after customer care services, very worst and blunder services of virgin media as well as their Delivery partner Yodel. Very bed.minus star….for me not even 1 star.
Reviewer
dr v k
Location
london
Date
15/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rated 1 out of 5 stars
Awful, repeatedly awful. Steal money from direct debit, awful customer service, terrible technical service
Unfortunately I cannot give zero. DO NOT GET YOUR INTERNET FROM VIRGIN MEDIA, run away while you can. This is the umpteenth issue I have had with Virgin Media while being a customer for 5 years.
They messed up my billing serveral times, stealing money from my bank account that was above what I had agreed to pay them, which was the basis of me entering into contracts with them (as per UK contract law, which dates in customary form to the middle ages, was crystallised into formal law following this). They have done this on at least three ocasions and they have only paid me back in full once.
They messed up my moving house twice - once when I tried to delay the move date and they cut off my account, and then when I actually moved. I had confirmation in writing that they had changed the moving date, having had to contact their awful whatsapp customer service from abroad when my move was delayed. Then, once again, when they reinstated it - and in doing so , had to set up a new account - they 'accidentally' overcharged me. I filled a complaint and - for the only time - CS actually dealt with it properly. They credited me with recompense and my account was in credit when I moved. Then they failed to do my installation on the agreed date (later claimed that there were building works that made it impossible for the engineer to access the house, which is a lie). After hours on the phone and a threat to not install it for 3 months unless I paid a premium charge to have it in a month (I work from home) and promsing to refund this, they finally installed it. They never did repay that fee. Then started a new account, meaning I lost the credit that they repaid after they helped themselves to money from my account previously. They agreed to having the same contracted amount (£24 per month) as previously for 12 months from August 2022. Then, the service was like being in the 90s. I live in central-ish London, in an area with superfast broadband and fibreoptic cables, but you could only use the wifi withing 3metres of the router. After many calls, with people speaking to me like I was an idiot and just following a script telling me to restart their modem etc and then telling me that I could pay to rent pods to boost the service. My flat is 60m2, so this is ridiculous. How weak was it? the extender kit that I have so I could previously use wifi in my long garden from my old 100m2 house would not even pick up the signal to boost. Eventually, they agreed to send an engineer, who just said 'you have a weak signal' (well done, einstein) and left without resolving it. After many more calls, they finally sent another engineer who ordered new cables from the street. But then they left a huge roll of cable in the (shared) front garden and didn't actually connect it to my flat. eventually, two engineers later, it was connected and the router relocated. Fine service in half the flat, nothing to get excited about, especially if you wanted to lie in my bedroom watching a film as service there non-existent still. Ah, I will change when the contract is up in Aug, I think. Then, they lose my credit from their previous mess-up, refuse to pay back the connection fee (I moved house, which is meant to be free), failed to apply the discount to the bill that would keep my £24 contractually agreed amount. Eventually after many phone calls, They replied to my written complaint with lies and weird accusations - like it was my choice to open a new account and then chose an express connection service! And they did apply the 'discount' and charge me the correct, agreed amount (I will note here that they do this £51 contract less £27 discount so that they can accidentally not apply the discount and help themselves to money from your account and so that you cannot leave until the contract ends - a vile business practice that says everything about this company). Someone then called and offered a month free as compensence. Fine, that was applied in an and Feb and I just wanted to never contact CS again. THEN NO NO NO. Normally, I do not bother opening mails if I know the bill will just say £24. Until last month, when I opened one and it said £58. And the two before are £51. And tomorrow is £58 again. They just take this from my bank account. Which is theft as it is not the amount that I agreed to pay when I entered into a contract with them. Another 2 hours on the phone and nothing resolved. Spoken down to by three men (another was pleasant, but unable to assist so put me through to someone else, but I just was on hold for an hour), being passed from department to department, being called the pejorative 'miss' despite explaining my gender-neutral title eight times, being told that the contract was 7 months (a lie) and that I wouldn't get the money back (well, I can through court and a complaint to OFTEL) and maybe he could give me a new contract with a great deal.UR
Reviewer
Peter
Location
York
Date
13/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The worst customer experience I've had in my life - and that's saying something.
I wish I could tell you the whole saga but I'd end up writing a 3 page essay. Absolutely offensive level of service. To say Virgin's customer service 'doesn't even exist' would be a compliment.
Constant repeating myself. Getting nowhere. Bots. Agents who are somehow more bot-like than the bots. Being ignored. Patronised. The most farcically frustrating responses, like I was being tested in a new circle of Hell. Going in circles over and over. Waiting hours for a reply. Agents who smugly pat themselves on the back when they've achieved sweet F.A. and haven't even read your replies. Agents who clearly don't have the authority to help me yet pretend they do. Agents who argue with me even though my evidence was staring them in the face. Arguing with their own stated company policy. Being fobbed off. Attempts at bribery with a stream of new offers to get me back in line. Having complaints procedures auto-resolved without even contacting me let alone doing anything. Having to restart the whole process EVERY SINGLE DAY with someone new and astonishingly incompetent. Patiently explaining to no avail. Writing big, clear messages with attached evidence (and, later on, polite fury) that I may as well not have bothered with for all anyone looked at them. Nothing I did to get their attention seemed to matter. None of my communication given any attention or respect - like it was destined for the trash pile. Like my frustration was being laughed at. Agents who seemed to deliberately misunderstand and screw up and then not care a damn.
And all this from the most BASIC single request. But no, Virgin were pathetically greedy and wanted to drag this out just so they could extract a bit more money from me, even though they weren't owed it - the terms detailing this written clear as day in their own emails, that they desperately tried to contradict! It was there, simply stated, in black and white, screenshotted, and they STILL tried to debate it or ignore it! They outright said I could leave without incurring early cancellation charges if in response to a (obscene) price rise, as long as it was before X date. I did leave before this date. And they tried to charge me anyway! The sheer grotesque cheek of a company attempting to contradict its own stated policy that it wrote in customer emails, just to exploit its customers further, wring out some more pounds, hoping the complainant (me) would give up in frustration before they did. But no, I can be very stubborn when I feel like I'm being shown a callous level of corporate disrespect. And so I kept trying. For literally months.
Ended up having to file with the ombudsman. Only at the 11th hour did anyone actually do anything for me - a call and apology from a manager - and then it was sorted. It could've all been done so easy. And instead it took, what, 4 months of constantly badgering them, tearing my hair out at the sheer ineptitude, the corrupt greed baked into the system, the utter contempt for any customer that isn't a new customer?
I'm so glad to leave Virgin. I know all these companies are awful, but how Virgin treated me was so rephrensibly **** that I refuse to give them my money any more, even with the last minute cheap deals they tried to bribe me with at the end when I made it clear I never wanted anything to do with them again.
Honestly, the experience was so bad (and I know it's common for others) that I truly believe that Virgin Media doesn't deserve to exist as a company. I will applaud when it collapses under the stinking weight of its own **** and sinks into the sea. Never to be heard from again.
Reviewer
azar
Location
essex
Date
12/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i have been with this awful disgraceful theiving company for 14 months on an 18 month contract hahaha i must of got 8 months of service the rest was down time, disruptions, on some days in a row 3-5 net was on 5mins off 15 mins all day long for days called them they cant resolve untill one guy spilt the beans he said we are using over 120gb a month and gone over which is lies we never went over our 40 gb in years with other providers, he then says you need to upgrade i told him i have been to citizens advice and they said diconnect get another suppklier and dont pay them any more as they are not provided you for what your paying for and they lied in their terms and conditons about price increase this April 2023 so have right to walk out, he then says ok there is one way i will reset your data, which was lies again because they are just doing it from their side manually it worked 4 hrs then exactly 19:55pm it started happening again and still going off every 5 mins they waited till closing time and started it off again DONT GO WITH THEM TRY ANOTHER like GIGABITE or CITY FIBRE you get fastewr download and upload incase you dont know virgin upload is only a couple of meg when they are the same as download making your internet 10 reliable and faster i know this as i have it at my new address.
Reviewer
Maeva Fabre
Location
south west London
Date
09/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
May 20th, I order a virgin broadband box because my friends are telling me it’s the best. Few days later I received it, unfortunately couldn’t set it up, called the customer service to book a technician. May 23rd, a man comes and tell me he can’t set it up. Said he will report it and that I will get a call the same day or the next day. May 26th, I call back the customer service as nobody contacted me. We will call you tomorrow (27th) the woman says. May 27th nobody calls me so I call back AGAIN. Are you home tomorrow (28th) the lady says ? I can send somebody to your house between 8am and 1pm. Yes please. No confirmation message was sent or received. 28th I wake up early to walk my dog and set the house for someone to come. NOBODY CAME AND I WASTED HALF OF MY DAY OFF. I call and I call and nothing. June 8th, I contact the customer service to cancel my order as I’ve been for 3 weeks with a stupid box that doesn’t do the job. Termination fee is £400 they say. I cannot help you with your query but I booked a call for you tomorrow ( 9th of June) between 12 and 4 and we will sort this out for you days the gentleman. Thank you for your patience your kind heart and being a great customer and person to chat to says the assistant honestly what kind of service is that. But anyway. June 9th, NOBODY CALLS !!! What do I need to do ??? When I log in my virgin account there is no contract and no bills, I try to start an online chat and it takes me back to the home page !!! how can you leave me like this !!! I serve customers for a living and this is honestly the worse experience I have ever ever had !!!! HELP ME PLEASE
Reviewer
K B
Location
London
Date
07/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If it was possible to give no stars I would. The worst service ever received. Booked in to install fibre broadband in March and still don't have it installed. Have finally given up trying to get it sorted after delay after delay with no real reasoning. When they did give a reason (awaiting council permit for outside works), I contacted the council to ask them to please go ahead and approve the works but there was no permit requested in the first place. Hours and hours of calls and trying to confirm engineers, but all time wasting! Promises of engineers to arrive on a certain day but never did. Could go on, really terrible experience all round. Went with another provider and was up and running in a week. Avoid completely.
Reviewer
Jay
Location
London
Date
06/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin broadband gave us the worst ever experience with a broadband provider. We switched to Virgin broadband in March 2023 (4 months ago) and we are still waiting for the installation, which Virgin delays each time 2 days before it happens. I would advise avoiding Virgin broadband as the customer service has been bad, their sales offers are alluring (especially when they offer O2 sim with Volt), their initial installation date is not true, and they have the right to change it without the customer saying anything.
Reviewer
Marcio
Location
Devon
Date
06/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Long story short. Broadband was up for renewal, checked virgin website for deals. Virgin agent called day after with an amazing deal. I accepted. Virgin meant to go live while the other provider would deactivate. Day before due date got notification that engineer would attend to my case 13 days later than original appointment. Called customer service multiple times to get an answer. No solution. Called again multiple times to cancel. All and all not a great experience, I rather pay more a bit a stay with the same provider I have had for the last 6 years. Customer service is non existent.
Reviewer
Catherine Christie
Location
London
Date
05/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What an appalling company. Avoid at all costs. I signed up for broadband and was promised a 2hour delivery slot. Took a day off work and waited in all day. Nothing. Called them and was promised a two hour slot. Still nothing. Then the fun starts when you try to cancel the service you never actually received. To cut a long story short Virgin go out of their way to make it as difficult as possible to do this, including insisting that you speak in person to someone but giving out the wrong number, then bouncing you around between departments and making you give your details over and over again.
Reviewer
Helene
Location
Barnsley
Date
03/06/2023
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
For Broadband- it's fine. Never really had a problem.
However, the customer service is appalling!!! I'd go so far as to say there is no "customer service". Don't get me wrong, the agents themselves are just doing their job. But, my god it's sucking the life out of me trying to get them to end my contract. They keep offering me "deals" which are twice the price of what I am paying now and what I can get elsewhere. When you say no, they seem surprised.
When my Mum was with them and tried to leave, they wanted £300 as they said she changed her contract midway through. She is 75, is used to paper communication and speaking with a human. I had to bail her out so she could leave them. Then they said she hadn't returned all their equipment & tried to charge her £75, despite us having proof of postage & tracking number.
So, be warned. Don't try leaving them, or asking for help.
Reviewer
Haider
Location
London
Date
03/06/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Im very sorry to write this.virgin media has really bad customer support services.basically i called them and they picked up my call but thar guy who was on phone he put the phone away and i was saying hello hello but he didn’t respond me and cut off the call.i request to virgin media they should take action on helper All helper are same i tried 3 4 times but ihve got same respond.but I appreciate for service thanku
Reviewer
Tom
Location
Paisley
Date
31/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Virgin Media for a few years and have stuck with them as I was pleased with the service and customer service.
Our internet has been terrible for ages. It is continually intermittent and even our TiVo box rarely connects to the internet. The family are relying on 4G.
I have reported it and, I had a terrible chat with an assistant who kept insisting that everything was fine who cut me off in mid flow. I called them again and assistant no 2 said we had too many devices using the internet. We shut some devices down, but no improvement. Even when only one person is in the house, it is intermittent.
I have gone through the hoops online. It is mental - you phone about a problem and they send a link to find help - a link for an internet that does not work!
This morning, after resetting the router, I tried the automated chat - took ages as the internet kept cutting out. Was told to continue conversation on Whatsapp. I got a message, sent a reply 2 mins later and have had no reply from Virgin Media.
I see that this seems to be a common situation with other Virgin Media customers. I don't want a generic reply about fish tanks affecting the signal - I want this to be fixed - the way it was for years until more recently.
I am paying for this abysmal service!! I am being robbed each month by Virgin Media. I will be charged a penalty to leave them. I am due a refund. Unless, there is a vast improvement,I will never use them again.
Reviewer
M
Location
Ilford
Date
30/05/2023
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I’m writing on behalf of a friend. He thought he has paid his bill with Virgin for the internet giving his bank details and blabla to the employee on the phone but that employee put his bank details for someone else bill and then his internet cut off and now he has to pay £7.50 of late payment because Virgin team mess up and they don’t want to cancel that fee of they mistake or anything to compensate that trouble. Would say find a better internet provider with human being on the phone than them and it’s up to you if you find yourself generous to pay some else bill and trouble to get everything sorted, rude staff on the phone and trouble to talk to a manager
Reviewer
Aiste Cingaite
Location
Stoke on Trent
Date
30/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hello Virgin Media,
I want to express my deep disappointment with your service. Our internet speed has been frustratingly slow despite paying over £60 a month. We’re certainly not getting the service we’re paying for.
Moreover, we were promised that our contract would move seamlessly to our new address on the 10th of June, yet it was disconnected prematurely last night. This has caused significant disruptions to our work and personal lives, and it’s completely unacceptable.
In attempting to resolve these issues, I’ve encountered further frustrations with your customer service team. As someone who works in customer service myself, it’s evident to me that your representatives are poorly trained. They’ve been stuttering on the phone and providing less than satisfactory assistance.
Finally, your WhatsApp chat service is intolerably slow. Responses take between 30-60 minutes per message. It’s supposed to be a real-time chat, not a delayed email conversation.
I must say, these experiences have been utterly disappointing. Please rectify these problems urgently and ensure we get the service we’re paying for.
Reviewer
John Brigg
Location
COLNE Lancashire
Date
29/05/2023
Ratings
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Absolutely terrible company, Tried to cancel when my subscription doubled from £26 to £54 for no apparent reason. When I asked they said it was because I’m out of contract. They have now said I am still in contract and want details of my new address to avoid early cancellation fees. Why would I have early cancellation fees if I’m out of contract. They are a bunch of incompetent buffoons who totally ignored my request to terminate and Lee requesting more money. I will not pay a penny more and if any of you have any sense you will avoid this company like the plague
Reviewer
Steve W
Location
Cambs
Date
29/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
They promised high speed, ive seen faster snails!
But the REAL issue is the connection just keeps dropping out for no reason? I have to switch my PC on and off until it works again.
Customer service is non-existant
Then they send me a letter to say they are putting their prices up! But they don't tell you by how much! Virgin Media..I cant put into words how bad they are!
Reviewer
David
Location
North East England
Date
28/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish. Over three months ago they dug up the top of my drive to put straws into the street. Three months on, they sent an email telling me that they were no longer going to install fibre into those straws. All that mess for nothing. No reason given. Shocking. Made worse because they are proceeding in parts of the estate where provision of broadband is already good.
Reviewer
Thompson
Location
Livingston
Date
27/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Paying over £70 a month for the most appalling broadband service ever experienced. Called virgin media so many times to report slow speeds buffering outages etc and always get the same old story " we ran a test over 3 days and your service showed no problems at all" . Whenever we call we get promised there's no issues and yet I need to now go to the office to work because of how unreliable this service is. Surely I can get out this contract early due to the service not being as described, if this was a blouse I would have returned it months ago. Shame on you virgin media for ripping us off and lying to us about there being no issues.
Tell me again how there's no better service??
Screen shots of errors buffering etc available on request!
Reviewer
David Lambert
Location
United Kingdom
Date
26/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Service itself was very patchy - frequent drop outs, outages and slow network problems. Attempted to cancel my service at the end of my contract. No way to do this on the website, you have to call up. Did this, but was told I'd failed security, no way to try again, just have to wait until they've sent a letter with a new password. I wait several weeks, no letter arrives. I call again, am told that this shouldn't have happened, that I was misinformed on my first call, and that a manager would listen back to the first call and if it was found that I'd been misinformed originally they would set contract notice to start from that date. No further update, so two weeks later I call back. No one has checked original call, new customer service person was rude and unhelpful, so I asked to speak to a manager. Was told none was available, so someone would call me back. No one ever called me back. Had to call back a week later, still no further information, no one had checked the original call, still no managers available to speak to. Just the worst kind of company, poor product and poor service. Avoid at all costs.
Reviewer
Dominic A
Location
London
Date
25/05/2023
Ratings
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The appalling customer services may yet bring down this company. Despite already being a 'loyal customer' I was repeatedly cold-called by upsellers - this would stop for a while at my request, then begin again a year later. When I sold house and wanted to cancel, they made the process so time consuming and unpleasant that I will surely never use their service again. Way to go!
Reviewer
Darren T
Location
Bracknell
Date
23/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
So I tried to come out of our #VirginMedia broadband service we have had for 4-5 years.
In 2021 we were sent a 'free' stream box which in 2022 VM tried to charge us for having the Stream service so I called and told them to remove it and readjust the monthly fee back to where it was. Of course the standard broadband price had gone up for Broadband so it was still £4 per month more expensive.
Virgin Media put prices up this year another £7 per month (£10 in a year) meaning we have had to look around for a cheaper alternative.
I tried to cancel my service and was told in the call in 2022 I had 'agreed' to another contract verbally and now it will be £288 to exit this 'contract'. We are not even paying back towards the cost of the router so where on earth has the £288 come from?
So I am now going to ensure everyone I know and meet never choose Virgin Media for their broadband service. Starting with my Mum who spends £55 per month who will be switching next month.
Reviewer
Babis Lagoussis
Location
London
Date
22/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Their installation team were abismall. It took them 3 weeks to try and get a line to my house. They moved my dates without informing me and each person on their customer services team told me different things. In the end, I gave them a deadline by which to go live. They said they could bu they messed it up so I went ahead and cancelled my order. Unbelievably poor customer service. Stay away
Reviewer
Sara Nash
Location
Warrington
Date
22/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT USE VIRGIN MEDIA - THEY'RE RUTHLESS
I was with Virgin Media for just shy of 10 years for broadband only. I moved house in October 2022, and despite all the calls I made, and all the emails I sent to disputes, they still maintained that I hadn't cancelled. This arduous dispute continues on to this day.
The first amount was for £125 in Feb 2023, which I just paid thinking this was the final payment just to get them off my back. How stupid I was. Approximately 3 days later I received another bill for £30.30. I told the debt companies straight away that I wasn't paying it. I hadn't lived at that address for 4 months at that point.
Eight months later and I've been contacted by at least 3 debt companies for £30.30!! One will close down my account and Virgin sends it to another, and so the cycle continues.
I would call Virgin to cancel and they told me to email disputes, so I emailed disputes and they told me I had to call. I spoke to at LEAST 13 members of staff and none of them cancelled for me. I would email disputes and they would basically ignore whatever I said, deny that I had cancelled and tell me to call up. When on the phone waiting to speak to Billing, the call would ALWAYS be dropped. I have wasted hours and hours of my life on this.
I've just had ANOTHER call today 22/05/23 from the first debt company, still asking for £30.30.
It's absolutely disgusting how this company treats you when you try to leave.
Stop asking me for money that I don't owe!!!!!!!!!!!!
You're not getting one more penny from me you bullies!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Reviewer
Honest
Location
Lancashire
Date
22/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
If you value your own time and sanity you will avoid virgin at all costs. I cannot begin to explain the awful experience that I have had with them... The customer service is the worst I have seen.
Reviewer
Stephen
Location
Tate
Date
16/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Terrible Experience with Virgin Media - Overcharging and Poor Customer Service
I recently had an extremely frustrating experience with Virgin Media, which motivated me to whine about it online.
The main issue arose when I noticed unexplained additional charges on my monthly bill. Concerned about these unexpected expenses, I contacted Virgin Media's customer service not once, not twice, but three times in an attempt to resolve the matter. Each time, I patiently explained my situation and spent a considerable amount of time on the phone (in total almost 3h!).
During these calls, the customer service representatives assured me that the problem had been identified and resolved. However, after every call, subsequent bills continued to state incorrect charges (over double what was stated in my contract!), despite the assurances given. Basically, Virgin added some extra services to my contract without my consent.
Over the last 5 years, I experienced numerous problems with Virgin Media but it would take short book to describe in detail. I would recommend everyone to pick ANY broadband provider but not Virgin. They are absolutely the worst.
Reviewer
Sue Pennock
Location
North East
Date
16/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely disgraceful company, avoid at all cost. We have been with them for years and pay well over the odds for a shocking service. They don’t want to keep our custom as they will only offer a £2 per month reduction when we can go elsewhere for less than half the price. Horrid customer service, please do not go to this company.
Reviewer
Abi
Location
Scotland
Date
15/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have never been more disgusted by a company in my life.
Called today to give my usual one month notice of moving out as I have done in past whenever I have moved, however I was told I will be charged over £200 early termination fee. HOW is that legal, let alone moral in a cost of living crisis? I’ve never had to pay more than £20ish for this in the past with any provider.
Such a significant sum should be clearly communicated to a customer when taking out a contract - I can’t imagine anyone would expect to be charged that kind of money. Completely immoral and disgusting behaviour. I was even asked if I “knew anyone who would take over the contract” as if I could live with just dumping that on someone else.
Many of my family and friends are with Virgin Media but knowing this and that some of them are looking to move in the near future I will definitely be helping them to find other providers at first opportunity.
Reviewer
Linda / Ross Kinnaird
Location
Chorley
Date
12/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After two separate delays (due to lack of and inadequate initial survey) totalling over a month for the installation of my broadband, we discovered that our technician was installing our router in the wrong part of our house.
After calling customer service, the second person we spoke to after half an hour of explaining our issue started trying to talk to us about alternative package offers, despite us saying that we just wanted to have our issue resolved. He then said they would add a box onto our current package for no extra cost (without explaining what it actually was), and 5 minutes later he said "this will incur an extra £30 plus charge" and it was incredibly difficult for us to respond that we didn't want this. As soon as it was found we didn't want to purchase anything in addition, he then transferred us to tech support (so was obviously uninterested in / not his remit to solve the issue we had been discussing for the last 30 minutes and merely wanted to make a sale).
We eventually got thought so someone who quite emphatically promised us we would be rang and seen by the technician the very same day by 5pm. As a result of this I had to leave work and remain in the house all day. No call or visit came. We then rang the next day to enquire why this had happened, and we were now assured we would receive a call and visit from the technician by the end of the working day for the second time, and a further promise that we would be called back at 9pm by customer service to ensure this issue had been resolved. Not one call from either party came, this after staying in waiting for the technician AGAIN.
I have recieved 3 guarantees of a call and visit, and 3 times I have been outright and maliciouslylied to by Virgin customer supprt, and actively missed work as a result. Negligence is one thing but to be lied to on multiple occasions which has had active consequences for me is entirely another. It hasn't even been 48 hours, and I am now preparing to terminate my contract with Virgin, and can safely say this is the worst company I have ever had the displeasure of dealing with not to mention the fact that the range of my router is far worse than the several year old sky one I have been using previously. AVOID.
Reviewer
Andrew
Location
Stourbridge
Date
12/05/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I had six months of unusable broadband service. Ignore the promises of automated refunds... The service needs to be fully off for extended periods to get this. I'm my experience, service will be unusably slow with regular periods off and on. They refused to refund at all even though they were well below gauranteed speeds.
Customer service was almost none existent. I had to work very hard to get acknowledgement and engineer visits. Finally Street cable was modernised fixing the service, but I've now left for a company with actual customer service.
Reviewer
ChrisFleet
Location
Paignton
Date
10/05/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Absolutely awful service. We were rebooting the router 3 times a day to reconnect the wifi. Eventually an engineer came out and installed a new router - now nothing works at all.
We have tried on three different occasions to contact Virgin and each time they hang up after 20 minutes.
If you run a business, please, DO NOT USE VIRGIN MEDIA
Reviewer
Andrew
Location
Norfolk
Date
10/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is the worst I’ve ever had to deal with. I helped a pensioner with her contract as tv part was too expensive, so after helping got a price for phone only, was sent emails and said would phone next day this was back to February 2023 never received call. Week later they phoned this pensioner she said about it they had no record even when I had emails with contract.
This person then decided she did not want them at all, so we found her a cheaper mobile phone deal as all she wanted was a phone. So we contacted to cancel and a date was arranged for equipment collection on a Sunday, she stayed in all day as was worried and no one ever turned up, not even a call, we phoned at the time date was arranged, got cut off call so after phoning again taking over an hour spoke to someone, who then confirmed it was on there system. What a bunch of liars. Week later they took more money from her account, this was ending up hundreds of pounds of money she could not afford to pay. So after this she went to bank and cancelled her direct debit bank said let virgin know. She phoned them after some time talked to different departments again said I’ve had enough and cancelled my direct debit and put phone down as they, upset her once again with stress. Week later she gets a letter saying to pay her bill or get cut off, which is what she wanted.
This company has the worse customer services I’ve ever contacted, everyone lies, all they want is your money. I’ve contacted CEO of Virgin media reply with info but never hear again, seems all he likes is his bonus. Richard Branson should be decussated disappointed with how his company name is being treated. Looks like we are not the first of thousands of complaints. He needs to step in and make his company great once again. As as it is I would not recommend this company like this. Please pass to anyone that can help.
Reviewer
Jimmy P
Location
Grimsby
Date
07/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
For reliability of service probably the worse ISP provider.The internet has decent speeds but it's not much use when it is regularly down.Id honestly recommend if internet is your top priority to shop elsewhere even if it costs more money.
Reviewer
Phil H
Location
Notts
Date
07/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Literally the worst ISP in the country. Regularly going down completely and when it is up I get an average of 1/10th of the speed I pay for which is criminal. I have received 1/2 the expected speed just twice in tests since upgrading to 1gb speed, it was honestly better speed wise on the 350mb service. Virgin media is a con and the company should be investigated by trading standards and ultimately closed down.
Reviewer
Nathan simpson
Location
Liverpool
Date
04/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Charged me twice for the same bill absolutely disgusting
Reviewer
DomP
Location
Plymouth
Date
25/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Generally ok, until you try to change the service, or cancel. Then they reveal themselves to be the worst - they don't listen, argue every point, grasp for whatever they can get from you, upselling with extreme incompetence. Never again.
Reviewer
N Dedousis
Location
Surrey
Date
25/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
@virginmedia waiting for a technician to install super fast broadband since January- keep getting rebooked and then get cancelled appointments …super slow and super rude customer services!!
Reviewer
Ryan
Location
Harrison
Date
24/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Cancelled my account 5+years ago and started charging me again with no “record” of me cancelling. And that they had no “evidence”. Managers refusing to speak to me directly (stating it was “my own fault”) and leaving it to a customer person (who was amazing and informed me noice was in and left 2 weeks later ) Had to request it being cancelled TWICE (Nov 22 and Feb 23) paying (kept affecting my credit score and I lost a mortgage offer because of it) for charges and monthly payments and hours on the phone. I had evidence and nothing could fight them, I was hung up on and told it was not my fault as their “record showed no information” of what I was talking about.
Reviewer
Matt G
Location
Norwich
Date
24/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Overall fast enough for my needs but everything else is a huge letdown. Being rewarded for loyalty with higher prices than new customers to not being entitled to newest hardware because it's reserved for the new customers.
My advice is to either avoid or not to get attached- use it and bin it when contract ends.
Reviewer
R
Location
Dunfermline
Date
21/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Total failure. After 2 months of delays and failed installation attempts, Virgin were unable to connect to their cable on the pavement outside my house. They failed to deliver on every single promise they made. So I gave up and stayed with the slower and more expensive BT. Virgin call centre staff very poor. Unintelligible accents and clearly reading from standard scripts, unable to listen or deal with anything that departs from the script. Utterly appalling and unable to deliver their core service.
Reviewer
Callum
Location
UK
Date
20/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The problem is you can only rate speed and reliability relative to price, in this respect virgin is below average, however it is their customer service that is the most horrendous part of this company.
Reviewer
Agata
Location
Crawley
Date
19/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
AVOID AT ALL COST, I signed up in December 2021 its April 2023, they did not connect me to internet for 15 freaking months!! I CALLED AND i emailed they still collecting money from my acc. I tried to cancel, no luck. Today after 2h on the phone, I swear to God I have anxiety when I need to call them, menager of refund department Steven, told me I am not gona be refunded cos I did not complain enugh!! Can you imagine?? I do not have brodband over a year, Iam using mobile data if I have too, and he have a nerv to tell me that I did not complain enough!! Omg what on earth.
Future customers of Virgin Media be pl3ase do yourselves a favour and sign up with someone else.
Reviewer
Stuart
Location
Swindon
Date
19/04/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
There seem to be a lot of horror stories about Virgin Media, but I have had a Broadband package with them for 3 years or so and never had a problem. The price is going up from next month (for the first time since contract started), but by less than 10%. I don't consider that unreasonable.
There are occasional issues if you're too far from the router (standard) but the service is consistent and reliable with multiple devices connected all around the house.
Reviewer
Theunis Blom
Location
Northampton
Date
19/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
I have a gigabit line and problems with Wifi signal in my house, they sent an engineer out to have a look, the engineer said I need 3 boosters to get full signal, due to the type of house.
Instead of solving the problem and sending me out the boosters they’re now telling me to struggle for another week then they’ll send one, after that one they want me to struggle for another week before they’ll send me a second one, then stuggle for a third week and they’ll send me a third.
What sort of backward company is this?? Why not just solve the problem? You know what’s needed, your own engineer confirmed it. Just solve the issue!
Reviewer
TG
Location
North London
Date
13/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Broadband is terrible! I switched from Sky to Virgin broadband on the basis that they contractually guaranteed faster speeds. After waiting weeks, they drilled a hole in my wall, stapled down cables and installed their router. The download speeds in every room other than the room where they installed the router dipped to around 6mbps download speed. I complained to Virgin and they said they could fix the issue if I paid £8 extra a month for Wi-Fi boosters in each room.
My experience with Virgin has been terrible. I’m paying more for worse download speeds. I honestly wish I had never switched from Sky.
I do not work for and I am not in anyway affiliated with Sky or Virgin.
Reviewer
Andy Mac
Location
Amesbury
Date
13/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
recently purchased Virgin Media 550, of course on the rosey promise of Wifi conection in every room etc...
Having moved in to a new house the port was already installed, so placed it in all good. Less one room upstairs at the far end of the house that struggles for signal and happens to be where 2 kids are.
so I contact Virgin to ask for booster equip or to move the connection - £8 a month or £100+ to move it. What? When I questioned about there stated guarantee that was both verbal and in writing it seems it not true just a lie??? They wouldnt budge on it.
Only room for compromise was if I was disabled or wanted another random contract with a O2 simcard. So just for clarity your money isnt the same if your not disabled and you need to pay more for the pods each month - or get rail roaded into an O2 contract for more money a month........
Needless to say I went on ebay and jist brought one for £12, Virgin are an empty tracksuit promise world but dont deliver, and dont get me started on bouncing around about 6 call centre staff who may well be based on Mars judging by the conection and langiage barrier. And when questioned on the integrity of the intial Virgin offer just hung up!
All in all very unsatisfied hate been lied to and then discriminated against for not been disabled or wanting an O2 contract, The poor excuse of it the walls my personnel favourite I dont live in a green house so there will be walls if you cant provide what you state to entice customers then dont say it.
Reviewer
Helen B
Location
Warrington
Date
13/04/2023
Comments:
This company rip you off and blame you and your house for having no broad band. I have been with Virgin for many years. Since January I have had an intermittent connection. Every time I contacted the customer service I was told it is my house that is the issue and that there are no problems with the connection. I have not been listened to at all. I finally had an engineer a few weeks ago who said the issue is a weak signal from the box outside my house which was the issue, and increased the strength. My signal was still intermittent. 10 days ago another engineer told me that the wire from the box is damaged. He did a temporary fix, and said that I would have some signal once the green light stopped flashing - shouldn't be long - and left. I had no signal whatsoever since then. I was told someone would be out that evening, then received a text saying I would have to wait another 3 days as I was not a priority. A third engineer said the line is damaged. I received a follow up call from the same man who had previously tried to blame the layout of my house (although he admitted he didn't KNOW the layout of my house). He said 'the engineer report says that the fault IS with your house'! He had said nothing of the sort so this was an absolute lie. Yesterday Virgin's 'pull-up team' came and told me that the council seem to have cut the wire, and that they have to contact them before they can fix the issue. I get charged £51 a month for not having the broadband I pay for and being accused of saying the issue is with my house and me. I agree it is my fault as I have stayed with Virgin. I contacted them again asking to exit the contract however was told to pay £288 despite it being their fault and them not ready to fix the issue . Stay away from these thieving company. PLEASE EMPLOY SOME ONE WHO FLUENTLY SPEAKS AND UNDERSTAND ENGLISH - THIS WOULD BE A GOOD IDEA OF WHATS CALLED SERVICE. Whilst each engineer has been pleasant and polite, the customer service team on the phone have been beyond frustrating. They do not care at all.
Reviewer
Christopher
Location
London
Date
12/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Applauding service and coverage in my area. Staff were evasive when internet speed was questioned. The technician in that fitting my box made fun of my disability in my own home which was very embarrassing as it was in front of my sister. I would strongly recommend avoiding Virgin Media, and beware of the exit fees. This company wanted to charge a hefty £800 early exit fee because I wanted to leave because of poor internet service provision.
Reviewer
Gracee
Location
London
Date
12/04/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolutely the worst decision ever, from the 1st day With Virgin it’s been awful, absolutely disappointment
Reviewer
linda
Location
Borehamwood
Date
12/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
it works then stops last week stopped 356 times this was agreed by virgin. Who said not eligible for compensation as not off continuously. Still intermittent. Pay for 100+
Reviewer
Thomas
Location
Wallis
Date
09/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would give zero stars if possible. I would recommend that you avoid this company as they do not care about the customer. Try to woo you with offers if accoint credit that never materialise. You WILL have to endlessly chase this up and speak with people from.abroad with heavy accents that are difficult to understand. They will also struggle to understand you, the paying customer. You're first bill will be wrong and of course this will be as hard to rectify as the promossed account credit. By this time you will be well out side the cooling off period and will, therefore, have over £300 of early termination fees applied to an account that was active for a month and a half.
Your formal complaint at this point won't even be looked at as the advisors are told to escalate them to deadlock immediately rendering your complaint pointless. You will them have to use the ombudsman service to look into the complaint (who I am sure are paid by the ISPs they are adjudicating over).
You will be left with a negative record on your credit report if you are resolute in not paying.
Ultimately you're only option is to take them to small claims court. I have commenced proceedings against Virgin Media for wasting my time and getting it completely wrong. I explore you to save yourself the hassle and do not use Virgin Media.
Reviewer
Denp
Location
South Shields
Date
08/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
3 weeks after install, it started disconnecting. 1st engineer didn't show, 2nd engineer did show, but lied and after 45 mins in my house, said I wasn't in. 3rd engineer thought he'd fixed it, 4th engineer didn't believe there was an issue, 5th engineer cancelled call-out and said nothing. Nearly 6000 router disconnects in 10 weeks. Retentions called after I left contract and promised an engineer.... who didn't show. 7 hours on the phone to them. Now I'm taking them to court..... unless they read this and suddenly fix it.
Reviewer
Andy
Location
Bristol
Date
07/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'd give them 0/5 if I could! They've had sooo many chances to improve our woeful broadband, even having visited our home multiple times. We've still been left with p'poor internet, which has been sooooo frustrating, and all they've wanted to do is tie us down to a new contract. We've been counting down the days to leave and it's nearly here. Can't wait. AVOID!
Reviewer
Alex C
Location
London
Date
04/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is owned by thieves and I regret being a customer for so many years. 1 star is too much to give them for what trouble they done to me. When my contract expired I called and told them I want to close my account and move elsewhere. Before that we had very bad internet connection, every time I called their engineers only told me to restart and restart the router, that’s all they knew. When I decided to close my account, the agent said they would send an engineer at our house to see what is wrong but first we must sign the renewal contract. It just seemed strange to us and decided to close completely. Got some calls back but kept refusing them. All good until we had to return their equipment. One of their people came to our house on 10th of February, he took the router, didn’t give us any proof of collection and left. He said we should receive confirmation of collection by email which we never received!!!! Since that day we’ve been haunted with emails, messages, calls and visits to return the equipment or pay the charge. I called numerous time to explain that it was returned, they never did anything. Just kept telling us to return it or pay it. I have absolutely no proof from that collection day. They are thieves and I’m completely disgusted with this company. I received another letter to pay the charge now. I just don’t know what else to do in my situation. I complained by phone and in written, they just don’t care. They got the equipment and they want the money as well. That’s great, probably this is their client retention policy. I regret being their client for so many years and in return being treated this way. Everyone just avoid this company, there are many companies who have much better prices and services and customer service. Virgin media is a very bad company and I already advised all my friends and family to move elsewhere. This is what they deserve, thieves!!!!
Reviewer
Nick
Location
Bournemouth
Date
04/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Bloody awful. The broadband goes offline constantly, you need to keep refreshing it. I spent an hour waiting for an actual person to answer, and when they did the put me through to a department that had closed an hour before! It's almost impossible to speak to a human, and their automated service is crap.
Reviewer
Bry
Location
BR8
Date
04/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute Crap Service
Reviewer
Bhumika
Location
NW9 9TD
Date
01/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bad broadband services and customer service, they provide worst broadband services and no customer support and not giving any compensation
Reviewer
Mick
Location
Bolton
Date
01/04/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Gave it 2 stars because the advert on tv with the bull on the motorbike is ace, must have cost lots, you can work the rest out. Robbers, don't use.
Reviewer
David Foster
Location
Bristol
Date
31/03/2023
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Broadband is usually fast but let down by poor home hub (compared to BT) and very poor customer service/call centres.
Reviewer
Leonid
Location
Kingston upon Thames
Date
28/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
For two months my fastest possible broadband package: 1Gig have been disconnecting every day about 20 times ad day nearly 5 minutes each time. I could not work. They sent engineer, he replaced router, this did not help. Finally I connected to BT broadband which works fine now. I called Virgin to disconnect and they told me I need to pay £297 disconnection fee + cost of additional month. I said: but your service did not work for two months! They said: if we would have sent THREE engineers and all of them would have not be able to fix, then we would not charge the disconnection fee.
Sorry guys, I cannot entertain here three engineers, as I need to work, and I work from home. Yes, I will pay you the disconnection fee and I promise I will never ever use your services again.
TERRIBLE!
Reviewer
Oosman
Location
Glasgow
Date
25/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service & badly organised installation no broadband & landline now until they sort blockage second attemp in 6 weeks, will try to cancel if I can
Reviewer
Rihanna
Location
London
Date
24/03/2023
Ratings
Reliability
1.00 stars
Comments:
I am without wifi suddenly for 2 days now and there has been no resolution and no where I can complaint
Reviewer
Jennifer paul
Location
London
Date
23/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service awful communication my service has not worked for nearly six weeks and just got a whole lot worse. I have wasted nearly 8 hours trying Tingey this sorted and sent around in circles I have lost a few days work and 2 online lessons for my daughter that were important and I had to pay for. Internet is still not working and no one cares. Don’t use this company
Reviewer
Ian
Location
Scunthorpe
Date
22/03/2023
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
A lot of people seem to slate Virgin Media but I reckon they get a lot of things right.
Broadband service is excellent, it's fast and reliable which is great for working from home. I think in 12 months it has be offline twice for about an hour when they were doing upgrades to the network.
WiFi from the router has a limited range in larger houses but nearly all standard broadband routers have this problem. I installed a mesh system and it works great on the back of their service.
Customer service has improved a lot over the years too (it was awful!). You can access most things you need online and if you need to call them they are pretty good these days.
Not perfect but the horror stories I hear from people who are on fibre via openreach to sky, vodaphone etc. means I'll probably be sticking with them.
Reviewer
Geneva
Location
London
Date
21/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Two years good service with Virgin Media - but absolutely awful trying to close my account, really protracted and complicated.
Reviewer
Annie
Location
Northern ireland
Date
21/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Daylight robbery!
From the start of my contract I haven’t got the service as advertised. I rang customer service ten times and I was promised a £99 credit as advertised on their site. They didn’t do this and I had to contact my ombudsman. Horrific customer service. They still kept taking money from my account. Would not go with them if you paid me.
Reviewer
Bob
Location
London
Date
15/03/2023
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Horrendous customer service. Occasional interruptions (a few times a year) that my neighbours do not appear to have with other providers, and that also seem to be area-specific (I moved in the middle of my contract, and one place was bad, the other good).
Reviewer
Fynn
Location
Middlesbrough
Date
10/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Your wifi range is absolutely abysmal im literally a floor above the wifi router and i cant even send a message on social media because of the connection issues, im directly above the router its shocking the service is shocking you all want a boot up the stinker and showing whats what.
Reviewer
Fin Williams
Location
Sittingbourne, Kent
Date
10/03/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Although virgin broadband is indeed fast the reliability and customer service is truly shocking. For the past 8 months roughly 80 percent of those days I have had some sort of reliability issue l. For 7 of those months my internet would drop consistently for about half an hour to an hour around midnight which for me is my working hours. Upon calling we received the same supply chain like process of the support agent giving no explanation or help at all and if really challenged on their non answer an engineer would be sent out to do a routine check which of course never fixed any of the issues. The consistent connection outage in the same time frame seems like virgin were experimenting with something which is fine for a couple of weeks but 7 months with no explanation from support is appalling. Regarding the current month these nightly interruptions have ceased and instead switched to morning interruptions ranging anywhere from an hour of poor or no connectivity to in todays case a full day of no/poor connection. Upon calling again I received the routine response of we don’t understand we will send an engineer to check. I’ve had enough of routine procedures such as rebooting and resetting the router. An engineer has replaced my router 4 times in this time period and called it a day. I understand the odd issue but consistent outages interrupting the majority of the last 8 months with no explanation from support is truly frustrating. Despite the speed being appealing from the outside to reach those “promised speeds” a direct connection is required to your pc and it’s fairly useless when every day you experience no service at all. I would never recommend Virgin broadband to anyone looking to switch to it.
Reviewer
Isaac Bediako Donkor
Location
North London
Date
07/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I recently booked an engineer to move a cable from one room to another room in the same house. Later the agent I spoke to changed my package and charged me extra. I was sent a bill of £150 to pay. I called virgin media several times and spoke to (Mia, Michel, Zia, Gulusheer) to explain I did not change the package and they all apologised and promised to correct the mistake. I for almost 2 months nothing was done and virgin media kept putting extra charges for late payment. I tried calling and they limited my access on the phone to speak to an agent. I raised a complaints on their website and the response I got is to pay the amount I owe. This company is a cheat and abuse customers. VIRGIN MEDIA MUST GO
Reviewer
Isaac Bediako Donkor
Location
North London
Date
07/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I recently booked an engineer to move a cable from one room to another room in the same house. Later the agent I spoke to changed my package and charged me extra. I was sent a bill of £150 to pay. I called virgin media several times and spoke to four people to explain I did not change the package and they all apologised and promised to correct the mistake. I for almost 2 months nothing was done and virgin media kept putting extra charges for late payment. I tried calling and they limited my access on the phone to speak to an agent. I raised a complaints on their website and the response I got is to pay the amount I owe. This company is a cheat and abuse customers. VIRGIN MEDIA MUST GO
Reviewer
Ayeisha
Location
Caerphilly, South Wales
Date
06/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin installed fibre all through our street and dug up all the pavements to do so. We assumed having direct lines would mean super broadband and so we changed from sky.
Broadband was exceptionally poor, tv wouldn't play Netflix and games wouldn't download, couldn't even upload a post on Facebook from our phones using wifi. We contacted them and got an uplift on our MB for a slight extra cost per month. From then they repeatedly took copious amounts from our account on direct debit. We cancelled the DD as advised by customer service and paid manually until issue was resolved. The debt kept going up and up even though we paid what we owed as the amount they tried to take never corrected on the system. Spent hours every month on the phone and promised if we just pay this and this, it would be cleared. Multiple times we over paid so they would reinstate our service. They've cut us off 4x for money we don't owe.
You call to resolve the issues and they demand money and are rude. When you finally get through to customer service, they'll say they've resolved it and the account will take 24 hour to clear, it doesn't. Then the next month the debt will go up again as it wasn't cleared previously as promised, this will continue until the broadband is again disconnected, regardless of us paying our contracted amount manually per month.
Multiple complaints submitted, still hounded for money and threatened with disconnection and reports to our credit score. Every time we speak to a customer service advisor, we get apologies and told that they can see we have been through a lot with them and even told virgin have been 'unprofessional' but they don't actually resolve any of the issues!
Again, we are being cut off today because I have refused to pay another £138 that we don't owe. They won't do anything and complaints take a minimum of 2 days to process. We will be left without a service that we HAVE paid £57 a month for (although our internet is awful) all because they want another £138 that we don't owe.
I am sure its illegal, they are repeatedly cutting off services that we are paying for.
Our contract is at an end now and I can't wait to move. I'll get no compensation for the multiple hours I've spent on the phone to them. They'll repeatedly hound me for more and more money.
The whole experience has been disgusting and to top it off, the connection has been awfull!
AVOID!!
Reviewer
Edward jame
Location
London
Date
04/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin has to be the worst company ever I was supposed to get installed today. The guy came to my house said you do not have a virgin in your area. If I knew this I wouldn’t have signed up online and then the guy asked me to do the to help him with the wiring to get connected. I wasn’t sure if it be turned on today. I told him I don’t work for virgin. It’s not my job I called customer service up terrible company I didn’t even get the service and it was terrible, but I didn’t get the service. I would never go with them so I stayed decided to stay with Sky for him I do not work for virgin And I do not want to get electric shock. Never ever ever ever ever get virgin. Terrible customer service terrible service in general all around. Even if they offered me 10 years for free all lifetime for free I still wouldn’t take it
Reviewer
Max
Location
London
Date
04/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
When working, the broadband is the fastest available. However, it is seriously flaky, and if you work from home, consider any other supplier.
Every 18 months, they will triple the price you are paying. If you phone up and threaten to cancel, they will drop the price. If you actually quit, they will continue dropping the price - in my case down to half the price that I was paying originally.
Some people might like this, but I consider it pretty offensive as a sales tactic - it's cynically punishing their most loyal customers. The calls keep coming too - I had to tell them to stop calling me because it got very very annoying.
When you actually quit, this is where the fun begins! They say they will send someone to collect your equipment, to make it more convenient. However, that person can only come on a weekday, maybe one day in two months time. In the meantime, they will continue to harass you about returning this equipment.
When that doesn't work, they will eventually say, "hey, you can order a box and post it back yourself". You order a box, and one doesn't come. During this time, they continue to harass you.
Once you complain on twitter (and go through the cycles of people who don't know what they are talking about) you can eventually get a shipping label to attach yourself. However, in my case, they sent me an old label, which was not accepted by Yodel.
Incompetence all the way down, the worst customer service I have ever dealt with.
Reviewer
BJ
Location
Surrey
Date
03/03/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Avoid at all costs!!!
I canceled my contract. After that, you get bombarded with calls asking you to come back. I foolishly accepted such an offer because they offered me to change my mind within 30 day. This is what I did and within my original cancelation period as well. But unbeknowst to me, this had pushed back my cancelation period by a month, so know I had to pay £67 pounds even though I had already new internet from a different provider. Oh, and the second cancelation did not actually get through (despite it being on Whatsapp), so I received another bill and I had to wait for over 4 hours to finally chat with someone about this who then unhelpfully suggested be could do nothing about the delayed cancelation.
In other words, do not touch this company with a ten-foot pole. Their interest was not better, faster or more stable than any other provider I have ever used, so there is really no reason to not save yourself a lot of headache and stay away from Virgin Media.
Reviewer
Sanda Bellamy
Location
Kempston Bedford
Date
03/03/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I wanted to thank the lovely engineer who installed my broadband yesterday 2nd March .
He was very professional, he installed my broadband professionally and provided me with all the information I needed, he also informed me of other virgin products I was not aware of. Please pass on my thanks as I did not receive a review email to give him all the stars . Keep up the good work
Reviewer
George
Location
Surrey
Date
01/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Booked in an install date a month ago for the day I move into a new house. Was contacted today (the day before the planned install) to say it will be another 3-4 weeks. I cant be without internet for that long as I work from home and you haven't given me enough time to do anything about it at all. How can it take an additional 4 weeks? What sort of install could you possibly be doing? First time ever using Virgin and I'm regretting it before it's even started.
I thought I would update this as its still getting worse... New install date is meant to be the 16th Feb. I just called to check they wouldn't miss this one and I was told it would now the the 20th because the outside work wasn't completed yet again. I had to call and chase, nobody contacted me at all. I booked this in December and now have had to pay for temporary internet for 2 months and work from coffee shops or anywhere with internet. Please just do what you say you'll do or at the very least let the customer know what is going on. Unbelievable
Another update - the install that was booked for the 20th has now been cancelled. No new date has been provided for the outside work and I have to wait to hear back. Booked 3 months ago and still no closer to having internet. Please do not use Virgin Media go with anyone else
ANOTHER INSTALL CANCELLED - 4TH TIME THIS HAS HAPPENED. I'm now looking at 24th March for the install I booked in December. I don't believe the install will happen then either. My advice is to order with another provider while you wait for Virgin to attempt to make something happen and then cancel with whoever is slowest
Reviewer
Paul Austin
Location
London
Date
01/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter utter garbage. service down for the 4th day in a week. No compensation was even given on my latest bill. Thank god I am moving house next month and can finally leave Virgin
Reviewer
Motty Friesel
Location
Burnley
Date
28/02/2023
Comments:
Tried sorting something on my account, when I call, the automated asked me to chat, after 10 minutes chatting, it sent me to WhatsApp, i have been for 10 hours on WhatsApp trying to solve the problem, everytime I respond I wait for a reply minimum 20 minutes, looks like they keep changing staff at the WhatsApp chat as I have been ask the same questions over 20 times and nothing has been solved.
My secretary has been on the phone with them for over 2 hours, been asked in each department a list full of questions, then transferred and same repeated, still no luck.
Horrible customer service.
Reviewer
Chris
Location
Weybridge
Date
28/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Absolutely terrible customer service. I have been with Virgin media for several years, and on 13th February i changed to Virgin Business. Virgin Business said they would can my Virgin media subscription as part of their transfer process. On 20th February i was charged another month by for my old discontinued virgin contract, so i asked my Virgin Business contact to look into it. No reply for over a week, so i called up virgin, spoke to someone who said he would put me through to someone to resolve my problem, and was cut off. I called back, got sent to 3 different departments, had 2 people agreeing to sort the issue, and transfering me to different departments who knew nothing abouty it. Eventually asked to speak to the manager of one operative who seemed to have completely differant information to the previous operative i spoke to. She said her manager would call me back, but i have had no reasonse. None of the people i spoke to seemed particuarly keen to help, and none of them sounded like they wanted to be there. On the second call i wasted 27 minutes and i am still no closer to having my money returned.
Reviewer
Riain
Location
London
Date
28/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Scammy. Overpriced and make it a nightmare to cancel
Reviewer
Manny Velosa
Location
Ashford
Date
27/02/2023
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking service, avoid at all costs.
Reviewer
Rakshya
Location
Shrestha
Date
26/02/2023
Comments:
Very rude and doesn’t help at all to
Resolve my problem keep calling them but they keep repeating same thing I haven’t even finished talking they hang my phone and no call back worst scenario in my life experience
Reviewer
Gurpal
Location
London
Date
25/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Been with Virgin Media for years, but shocking customer service and have now raised a complaint.
I have just been on a call with one of their staff for the last 23mins, the current time is 18:04. I was transferred from a retention team to a "specialised team" and requested to cancel my account. The call handler advised my account could be cancelled with a 30-day notice.
The call handler then saw I had raised a complaint online and proceeded to tell me she could not cancel my account as I was also moving home.
I advised the customer service rep that cancelling my account and moving an account (because I am moving home) were two separate issues as I have two accounts.
I was told I would be transferred and I requested that I not be transferred as I had already had an experience where someone hung up on me and requested to speak to a manager. I was told there are many calls right now as managers are busy, I told the customer service rep that yes, I am one of those callers. Then, I was left hanging, ie the person left the headset and walked away without notifying me they were doing that. I could hear everyone else in the room, was left like that for minutes.
The customer service person returned, told me they couldn't help me and then transferred me to the "specialised department" where I was met with the "our offices are now closed" message. I can only imagine that the staff member knew the department was called and transferred me to "get rid of the problem".
I have never had this type of customer service before and would not expect it from Virgin Media at all.
I have raised a complaint and might just move because that is shocking.
Reviewer
Robert Lee
Location
Leeds
Date
24/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking service! Was told there increasing my price by £12! But said I have the option to cancel my contract. Rang up. Told them to cancel. They kept pretending they couldn't hear me. Then kept offering me other stuff. Then they kept putting me on hold. Eventually said they will transfer me to the cancelation department. Instead transferred me to another operator who then repeated the same stuff. Told him I'm cancelling. And after he tried to offer me deals and I kept repeating myself to cancel he said no problem and then just hung up on me Instead. So I've just cancelled my direct debit instead! Terrible service. Terrible company! Would never use them again!
Reviewer
Oliver
Location
Fleet
Date
23/02/2023
Ratings
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Avoid at all costs. The worst customer service I've ever experienced for any kind of service, ever. We've had to call many times and they are always beyond unhelpful horrible, rude people. We signed an 18 month contract and 6 months in they doubled the price and there was nothing we could do about it. Then they called me again once it ended to try to force me to sign a new contract threatening further price hikes. When I asked why I would sign another contract when it doesn't protect me from them charging whatever they want anyway they just tried to shout me down. Unbelievable. I can't believe any business could treat their customers this way. They may be the fastest but it makes no difference to the average household and it is not worth all the stressful calls and random massive price increases within the contract period without any warning. Everyone I've spoken to that has dealt with Virgin has had the same experience. Never again.
Reviewer
Tom
Location
Yorkshire
Date
22/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Avoid them at all cost, cost being the key word here.
I signed up to virgin 2020 when they were offering anyone new a half price for a certain package, this seemed great at the time so went for it.
Not once have I ever paid the discounted price. Every single month they took out the full price, and I messaged their WhatsApp which was easy and they would credit my account. This went on for months.
I eventually made a formal complaint, which then took so long for them to sort because they wouldn't issue a refund, that it went through to small claims. Where they credited my account what I was due. And rather than charge me the discounted price as you logically would. They charge me the full amount and then immediately credit me the difference so I'm still getting charged the full amount. All because they refuse to give refunds.
For such a big company you'd expect it to be miles better than it is. Just avoid this lot no matter what.
Reviewer
Nadege Z
Location
London
Date
21/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media, the company here when it is to take your money but can't get a complaint to be resolved!
They are liars! Do not go with them.
I have been with them for 4 years. Throughout those 4 years i encounterd several issues. Most of them have been dealt with efficiently. Except the lacking of speed and my wifi randomly drop off (still an existing issue). Last year (in June) i had enough of it and wanted to cancel my contract. Spoke to a gentleman who told me i had to paid a cancellation fee if i wanted to cancel now as it was too early(fair enough). I understood i had to cancel it in January. I asked then at the moment to remove tv and phone as we are not using those. He told me that he can add up speed so it shouldn't drop anymore. I kept on asking that would be included in my existing contract as i did not want to renew it or make a new one. I was assured that it was the same contract and i would still be able to cancel in January. Imagine my surprise when in January I was told that i have to pay an early cancellation fee! I called them explaining everything, asking them to listen to the phone recording. The only response i got was how to troubleshoot ny hub so my internet wouldn't drop (like it would even help?! -_-') nothing about the fact that i have been lied to and put into a new contract without my consent.
I called about 5 times now. The only thing i got out of them was for me to make another complaint so i can speak to a manager. Was told that i would get a call back the next day at 12pm which obviously did not happened. And when i called back, was told that i have been missed led (so useful). I can't get through to a manager and now have to wait 72hours to get a call back (for my second complaint that i had to do) from a manager... Which let's be honest.. there is 0.5% chance that's gonna happen. Customer Service = 0!
Definitely avoid virgin at all cost if you can! They are just ripping people off!!!i
Reviewer
I. Sly
Location
Sheffield
Date
21/02/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Great broadband provider. Broadband speed is consistently good and process for cancelling account when moving house is fairly pain-free. Am a repeat customer and would always look to use Virgin if available in the area. Support staff are friendly and helpful when you need to get in contact.
Reviewer
Paul
Location
London
Date
20/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
As with other reviews when it works it’s great but for the last 2 weeks I’ve not even able to finish so much as one movie in the evenings because the service is so terrible. We have also had 3 notifications in the past week alone that our service was completely down. And they have the cheek to think we’ll be spending more when they increase the price in April. Never in a million years. We will be switching to EE which might also be bad but at least a third of the price
Reviewer
SK
Location
Fife
Date
20/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst and most painful customer experience I’ve had. Months of failed promises and actions leaving me with early disconnection charges but it’s been so bad I’d rather be away from them.
Reviewer
Max Colson
Location
London
Date
19/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
The worst company I have ever been a customer of. The speed of the internet, when it works, is the best but they are absolutely terrible in all other aspects. They rolled me onto a new 24 month contract without asking me - I had to threaten them with legal action to get out of it. Their customer service requires hours of phone calls and agents are not often good enough or empowered to fix problems. For example, I when my internet was out for two weeks I was promised a dongle to tie me over. Three different agents promised it was in the post - it never came. This company makes lots of promises but there are too many subcontractors involved and no one cares. Stay away from this steaming pile of mess.
Reviewer
Ahmad
Location
Glasgow
Date
19/02/2023
Comments:
Worst Internet provider with awful customer service ever. Please Avoid Virgin Media. You don't need this BS in your life.
I called Virgin Media customer service 5 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 was so rude and did not listen to my request. After 6 weeks, yet to receive the confirmation and yesterday I received another email which is asking me to pay the next bill. A bunch of sick people gathered together and called Virgin Media.
Reviewer
Adam
Location
London
Date
18/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Most possibly the worst internet in Europe
Reviewer
Jeyda
Location
London
Date
16/02/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Comments:
Francis from the moving department is absolutely amazing! He sorted all my problems and put me through to the right people. He then called back to confirm his everything was sorted and I was happy. He is amazing
Reviewer
paul
Location
Rugby
Date
16/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had enough of them.. joke of a company. There broadband infrastructure is the worst in Europe now..
Reviewer
Mark Francis
Location
London
Date
16/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worse than Syphilis
Unfortunately there is not a minus score. We got the equipment - it never worked. We returned it as instructed. They still wanted us to keep paying them. Now about 2 years on a debt collector is trying to extract the cost of this useless pile of detritus. I have told them to go & boil their bottoms. Virgin should be declared an international terrorist organisation and everyone who owns it or works for it should be publicly executed & their families forced to watch. I would rather contract bubonic plague than so-called Virgin Broadband.
Reviewer
Alvar
Location
LONDON
Date
15/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible unreliable internet, sometimes fast but drops out all the time and regular lengthy outages.
trying to cancel my account for weeks now and cant even get to speak to a person. Do not use Virgin broadband.
Reviewer
Aki
Location
London
Date
15/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely useless. Never ever agree contact on the phone. Unacceptable mis-selling (actual charge was much higher than what the sales person said), no proper process for complaints from customers (they don’t care about complaints as they know that customers are unable to cancel contracts for the contract term), never reply to my complaint, useless internet speed which is so much slower than it advertised, so dishonest and helpless. What they doing is a proper scam. We really should avoid the company.
Reviewer
Alina
Location
Surbiton
Date
15/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
AVOID : 3 months with virtually no WIFi & all Virgin says is "we`re working on fixing it, but its complex"
Reviewer
Bozena
Location
Borehamwood
Date
13/02/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I have intermittent internet for months now. I asked several times customer service for help. Instead, I received general information about the fact that the company cannot identify any issues in the area and to use Virgin Media "Self Help" option. This practice I find highly disrespectful.
Reviewer
JACQUELINE LINDEN
Location
HOVE
Date
13/02/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Comments:
Had fantastic customer service from Michelle at mover team for my broadband service
I am in the process of moving and needed to book engineers for new address. We had a few hiccups up and our current address broadband was turned off.
Michelle got broadband started again here re-submited request for new address explain my temporary payments and how to follow up once moved.
She was patient, informative and called me back as promised with the information.
At no pointt did my questions feel insignificant and her friendly professional conduct was a breath of fresh air at 8 am after fruition of no wifi
Brilliant service
Reviewer
Daniel
Location
Swindon
Date
13/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They make a even simple request difficult I spent 4 hours on chat and phone and still not resolved!! Don't know about internet because never get one. Unprofessional and rude!! AVOID AVOID AVOID this is my honest advice!!!
Reviewer
Ahmad
Location
Glasgow
Date
12/02/2023
Comments:
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.
Reviewer
Daniel
Location
Swindon
Date
12/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They make everything difficult, spent hours on chat or phone to shorted out simple query! AVOID AVOID AVOID
Reviewer
Josh
Location
Kingston
Date
10/02/2023
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Danindu de Silva
Location
Cardiff, UK
Date
10/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
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
Reviewer
Anna Artymiuk
Location
Torquay
Date
10/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
steve
Location
london
Date
10/02/2023
Comments:
Virgin media use mafia strong arm tactics to keep your business and offer zero customer service.
They entered me into a new contract under false pretences and without my permission costing me time, money, energy and my mental health. They have zero compassion for their customers.
Reviewer
Marketing Man
Location
Leicester
Date
10/02/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I'm retired now, but used to work in marketing. I could sell fridges to eskimos in the day...no problem. So I know how 'clever marketing' works. I've been with Virgin Media since its birth. Never had a problem with the quality of the service, but the clever way they retain their customers is very 'naughty'. So you pay for your chosen bundle (£40) The following year the price shoots up (£60) You you ring them and tell you you want to leave. They don't want to lose you (Bonus incentive for them?). They offer you a deal for 18 months contract (£50) with a bigger and better bundle. You save £10 and get a bundle worth £80 which you'll have to pay next contract. You ring them next year to haggle. They then offer you a 'deal' for a bigger and better bundle for £70. Before you know it you could be paying £100 for a bundle you never asked for, with channels you'll never watch. Internet speeds you don't need and a landline you never use. Very 'clever' marketing. You lose. Virgin Media wins. Not such a good deal after all. You're just delaying the inevitable price hikes by another year or so.
Reviewer
T Wilson
Location
uk
Date
08/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
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.
Reviewer
Ahmad
Location
Glasgow
Date
04/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Ahmad
Location
Perth
Date
04/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Mike E
Location
London
Date
02/02/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
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.
Reviewer
Ellie
Location
Hampshire
Date
02/02/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
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!
Reviewer
BPS
Location
PLYMOUTH
Date
01/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Clement
Location
NW6
Date
01/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
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
Reviewer
David Simpson
Location
Dumbarton
Date
31/01/2023
Ratings
Speed
2.00 stars
Comments:
Broadband speed goes up and down and trying to complain to virgin media talls on deaf ears, they just ignore it
Reviewer
Jelle
Location
Bristol
Date
31/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
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.
Reviewer
Cyrus
Location
Perth
Date
29/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Rob
Location
Andover
Date
27/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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
Reviewer
Billy
Location
Uxbridge
Date
26/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Stephen Felton
Location
North Shields
Date
26/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Left Virgin. Due to CS behaviour. Speed of Broadband. Absolutely awful
Reviewer
Pauline
Location
Tyne and wear
Date
25/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Disgusting service can not sort out the problem because there staff don’t understand your problem due communication and language barrier
Reviewer
Christoph
Location
London
Date
24/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
M B
Location
New Malden
Date
20/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Henley Bailey
Location
Manchester
Date
18/01/2023
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Great speeds, awful customer service and very high prices masked with introductory offers to get you in.
Reviewer
art
Location
london
Date
18/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Raghucharan Y
Location
Sheffield
Date
17/01/2023
Comments:
It was a torture. They gave false promises, they did not delivered it.I called them 13 times and when ever I call they will make me wait for more than hour and end up by giving another false promise.. again no change in my monthly charge.. calling again.
... This cycle continues and they are torturing me.
Please don't choose this company it's a hell.
Reviewer
Daniel Wright
Location
Nottingham
Date
17/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been trying to cancel my contract for 4 hours and they keep hanging up on me I'm within my 14-day cancellation period
Reviewer
Clive
Location
Ashford
Date
16/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Rob Munroe
Location
Plymouth
Date
16/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Nick
Location
West Norwood
Date
15/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Hossain
Location
Birmingham
Date
13/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Smith
Location
Manchester
Date
13/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Claire
Location
London
Date
12/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Shontell
Location
Milton Keynes
Date
10/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
Marina McCulloch
Location
Manchester
Date
05/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Clement Legendre
Location
London
Date
05/01/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
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
Reviewer
Stephen F
Location
Newcastle
Date
04/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Dave
Location
Liverpool
Date
04/01/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Mark Killick
Location
Fleet, Hampshire
Date
03/01/2023
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
Alastair
Location
Tonbridge, Kent
Date
01/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Frankie
Location
England
Date
30/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Impossible to deal with, refused to let me cancel and hung up on me.
Reviewer
Katie
Location
Manchester
Date
30/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
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.
Reviewer
Chris
Location
Bournemouth
Date
29/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer service experience I've ever come across. Cancelled my phone and broadband package over a month ago and they continue to charge me. Finally got them to cancel today but they can't confirm whether my refund will be back dated to my original request to cancel. An offshore customer service operation with non English speakers reading standard scripts parrot fashion without any context to the issue at hand over laggy and distorted telephony equipment which is pretty ironic given that Virgin supposed to be a media service provider - what a joke!
Reviewer
Kully
Location
Smethwick
Date
28/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disappointed with this company, please do not use them, when I wanted to cancel the contract I was passed from pillar to post around various departments, they fobbed me off, hoping that I would get fed up and just hang up, that's another month of payment for them. I tried calling numerous times, in the end I just had to keep saying that I just want to cancel and nothing else.
Reviewer
Kully
Location
Smethwick
Date
28/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disappointed with this company, please do not use them, when I wanted to cancel the contract I was passed from pillar to post around various departments, they fobbed me off, hoping that I would get fed up and just hang up, that's another month of payment for them. I tried calling numerous times, in the end I just had to keep saying that I just want to cancel and nothing else.
Reviewer
Tnord
Location
Berk
Date
25/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Rohit
Location
Warrington
Date
24/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Comments:
Very poor service and unreliable.still Waiting for installation 6 weeks after starting the contract. Still no idea when it will be be installed.
Reviewer
John Rattray
Location
Carlisle
Date
23/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
16 times faster than what? Just done a speed check, we get 3.0 mbps. I wish we had checked these reviews first. We have just moved here and had Sky before we could get broafban at the bottom of our garden in summer house. We can't even get it in the house now. The hub is in the attic for some bizarre reason.
Reviewer
chris anderson
Location
Billingham
Date
23/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
BikerBabe
Location
Dartford
Date
22/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute liars!
I was given a connection date of 29th December. On the 21st December I was advised my connection would now be 13th of January
I called and asked if they would be advising my current supplier of the delay so that I wouldn’t be disconnected early and was told they can’t do this and that I should contact them myself to cancel the cancellation date for a few weeks (29/12/22 - 13/01/23 - original installation date to revised installation date)
My current provider explained that because Virgin had taken over the line, and it was technically theirs now, I am unable to make any changes through them.
I explained this to Virgin and they offered me a dongle with unlimited use free of charge to use in the days I wouldn’t have a phone line/internet. I agreed and was asked for all my personal information and bank details….. They wanted to credit check me for the FREE dongle!
I’d just had a credit check to join them and now they wanted another one! For a free product!
These hard searches affect your credit score and to have to have one done for a free product is a joke!
As I refused and explained it wasn’t good enough, they said they would now make my repair appointment a priority and that someone would be out today and if all went well I would be connected by my original instal’ date.
Surprise surprise, nobody turned up, a whole day wasted!
I’ve now told them I don’t want their services no matter what and now I’ve got to wait for them to contact my original provider to verify they won’t be taking over the line and that can take up to 48 hours! Probably longer because of Christmas hours.
Messed about and lied to for nothing!
Disgusting customer service.
No wonder they rank so low on here.
Reviewer
Paul
Location
London
Date
22/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The customer service is genuinely insane. It’s on WhatsApp which is the only good thing so at least you’re not on hold forever. I called to enquire about a discount because our broadband is so poor and cuts out at least 5 times a day. All was going well until Kaila the customer rep decided to send me a new 18 month contract in order to receive this discount. Why on earth would I want a new contract for a contract that doesn’t even work ? I asked if it would be possible to transfer this as I wouldn’t even be at my rented property for 18 months to which they responded I don’t know that’s another team. I googled it and apparently it’s 20 pounds to transfer it but I can’t even get Virgin in the location I’ll be moving to. Meanwhile they responded they had just spoke to the “moving team” and it’s apparently free. This is untrue. I also checked how much it would cost to end the contract before it’s up and it’s capped at £288 which is what I would have been charged so can you imagine if I’d approved this and wouldn’t actually be getting any discount but actually paying THEM more ? Absolutely ridiculous, greedy behaviour and unequipped customer service. Completely untrustworthy and as soon as I move I’ll be thrilled to end my relationship finally. I urge anyone thinking of using virgin to think again. It is so overpriced
Reviewer
Paul Guthrie
Location
NEwcastle upon Tyne
Date
22/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would not recommend this company if they were giving away their services for free! I called them to change my package as it was due to end and I was given a great deal and told my future bill would be £70 per month to virgin and £25 per month to O2 for my mobile sounded great till the confirmation email came through stating my next bill would be £236.59??? I called about this and was told they had no record of this email and I PROBABLY wouldn’t be charged that so I asked the guy to just cancel the new deal and I would call the next day to sort out the deal again. The guy then proceeded to cut my services off there and then, the phone went dead as we spoke. I called back on my mobile and got a manager who said the guy had in fact cut me off even though I was still in contract for another 6 weeks??? He got me back up and running as I needed the internet as I work from home and he sorted out the new deal, great or so I thought later that evening my internet went down again and the Indian tech guy said, get this ‘there has been a Wi-Fi blockage and you will just have to give it an hour or so to clear’ I mean really? The next morning was the same and the woman at tech support said she could see my internet had dropped out 112 times in the last few days and I would need a technician but she couldn’t book one so I would have to wait till lunch time for her supervisor to come in. Well that was enough so I eventually got put through to disconnections and then ended up speaking to the rudest woman ever who said she could sort out a technician but not till 3 days later which I pointed out was no good as I work from home and rely on stable internet. After a while of her telling me that if I cancelled not to expect to be able to get the same deal and various other reasons why I should not cancel she did the discontinuation request but then said I’d have to sort out cancellation of the O2 contract as it had nothing to do with virgin despite the fact they set it up?? Anyhow I’m now out of this rubbish service from the end of January and can’t wait as there wireless internet is despicable and just to cap things off I got a call last night from their customer relations team to reassure me they could sort all of this out and could I give her a brief summary of what had gone wrong, so having gone through the saga with her I was asked what it would take for me to stay to which I replied that if they offered me all of my services free for a year I still wouldn’t stay! With that she said thank you and hung up. This is virgin media at their best so if your looking for a phone, tv and broadband package give these clowns a wide birth.
Reviewer
Aaliya
Location
Luton
Date
21/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst experience i have ever had with virgin media there a big let down i have been with them for years and never called up first time i called up for help with my router i got missed led information by a member of there staff promiseing me a technician will come out i waited in all day and no one come i have 4 kids screaming they can't play the PlayStation so i called up and i got told there member of staff never logged it it so then i asked to speak with a manager i wanted compensation for the trouble they cause me so the manger said they could give me a dongle with internet to last till my new appointment for the 22/12/22 by this time my router been down since 17/12/22 but i never received the dongle i got promised either so i called up again and i made a compliant and also i got told they can't have the dongle i said i was promise by your mangerment team and she said we only give dongle to new customer so my wi-fi box come back on by its self on the 20/12/22 its come on and off my wi-fi router is faulty but the same day my husband called virgin media explain the wi-fi box has come on by it self and goes of by its self he said i still need you technician to come out on the date i was given and today i woke up to a email from virgin media to take it upon themselves to cancel the appointment i have waited over a week for because they can see my router working but i called up and explained that its comes off and on and i still need someone to come out this is the worst experience i have ever had with the virgin media team.
Reviewer
Dave
Location
Ipswich
Date
20/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Broadband reliability ok .. customer service rubbish .. had calls against I didn’t make as I do not have a home phone .. failed to investigate it properly and refund me .. Decided to move at end of contract .. hounded me to change my mind and somehow managed to charge £140 .. when my monthly bill was half that .. no explanation how and why just took it .. they should rename themselves Virgin shyster.. don’t go with them .. nightmare getting away from them ..
Reviewer
Jordan Tait
Location
Earl's Court, London
Date
19/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Our VM internet went down today, quite soon after a neighbour who also had VM had their problem fixed. Come on, guys, this is too co-incidental and a scam is going on. Another recent review from the 15/12/2022 in the same area also described the same thing happening to them. I reckon something fishy is going on and sadly it's we the public who pay for someone who doesn't do their job properly!
Reviewer
Mr T
Location
Leicester
Date
19/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Ordered broadband to be installed on 20.12.22. Asked for a pre-install visit to check where cables would be laid outside as we have a very long driveway. We were told “anything you want!”
On 19th December, we were woken up by an engineer (unannounced and no appointment) to lay cables under the hedge (where we didn’t want them laying). The contractor said that he wished people wouldn’t pre-visit who don’t know how to do his job! We arrived at a compromise, but only to be told that this was such a big job, he’ll have to come back.
Later that evening (the day before our due installation date), we received a telephone call to inform us that they are cancelling and won’t be installing until 15.01.23! We had just cancelled our existing service provider.
I won’t bore you with the very long process of the 2.5 hours, attempting to cancel the whole service, but let’s just say I was primal screaming just to comfort myself and I feel so anxious.
IF THIS IS HOW THEY TREAT NEW CUSTOMS - I’D HATE TO FATHOM HOW THEY TREAT EXISTING CUSTOMERS!
I WOULD NEVER RECOMMEND THIS SERVICE TO MY WORSE ENEMY!!!
Reviewer
Unhappy Customer
Location
Yorkshire
Date
19/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I have been a long term customer of virgin media, approximately 15 years and have noticed a decline in their service over the years. My contract has now come to an end and the upgrade prices are ridiculous. New customers get better deals which clearly shows there is no such thing as loyalty. I also keep receiving text messages with a deal on, when I call up for this deal they can’t honour it. You also get promised call backs which I’ve never received. Literally no way to try and get a resolution. An absolute disgrace of a company with extremely poor communication skills.
Reviewer
Biv Shrestha
Location
Watford
Date
18/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Worst broadband service with worst customer service. In addition to that, they are sneaky with their pricing. They gave us 18 month contract where promotional period ran out in the 10th month. Obviously this was in the fine print and we’re now paying double price on broadband. Tried to cancel but won’t let us know unless we pay 300 quid.
In the last few months, broadband has been out of service at least half a dozen time and it’s frustrating for my wife who works from home. Never again shady Virgin.
Reviewer
MAJID
Location
Uk
Date
18/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Absolutely disgraceful customer service by amateurs based in the middle of no where with no idea of what life is
This is not the way a multinational should treat its customers who are charged the best rates to expect the best service
Reviewer
Fez
Location
Birmingham
Date
17/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Mike Hearman
Location
Stoke-on-Trent
Date
17/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling and harassing customer service: My mum having had a stroke and moved into an old folks home I have tried multiple times to cancel my mum's account. Written cancellations have been ignored and phone cancellations are not possible because my mum has lost her speech. Absolutely no compassion or understanding from Virgin Media. The monthly bills continue to mount up even though my mum's original contract ended years ago. Extremely distressing for for my mum and all the family. Please please please avoid Virgin Media at all costs.
Reviewer
Carol Tennant
Location
Liverpool
Date
15/12/2022
Ratings
Satisfaction
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The customer service is the worst I have ever encountered do not use this service you will never receive an answer to any problem or question.
Reviewer
fareed sabri
Location
Earls Court
Date
15/12/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have been a customer of Virgin broadband for the past 25 years.My monthly subscription is 51GBP.This company messed us up in the past 3 days . The engineer came to fix our neighbours internet connection 4 days ago, but after he left we discovered that our interenet has been disconnected. We have been waiting for an engineer for 3 days. All promises with no action.
I will search for a better provider.Hopfully I will find it.
Reviewer
Paul Austin
Location
London
Date
14/12/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
You would think a brand as reputable as Virgin would provide good broadband but it really is shocking. When it works it's great but the amount of times I've been on virtual meetings and it's completely cut off is around 50 throughout 2022. Not to mention watching a movie or TV in the evening and having to stare at a loading wheel. For £60 a month there is definitely better out there. We had BT at a previous property which we thought was bad but performed the same as Virgin for £20 a month.
Reviewer
Waqar khan
Location
Slough
Date
13/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shambles as new customer very bad service just over 2 months still waiting for my connection and the customer service English is so poor,keep getting cut off after been on the pone nobody wants to take care of the problem
Reviewer
Kevin
Location
Newtownabbey County Antrim
Date
13/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Do yourself a favour for your own sanity do not join Virgin Media. The customer service is joke. the routers don't last a kick. the prices go up on a regular basis. I have get very poor service on every phone call to them their staff seem to be intent in pissing off the customers.
Reviewer
Paul
Location
Hamilton
Date
13/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
TERRIBLE COMPANY
Gail at Virgin media offered new package however had a few technical issues at her end however was told not to worry and it will all be sorted. The Nightmare starts. still await a call from 23rd Nov 2022.In the mean time i've been harassed for payments from virgin media by text email collections department. I have called Virgin daily/weekly and still to date no one cares. Shame on you Virgin. Perhaps you should call me rather that make vexatious demands for monies
Reviewer
Chris Hendersin
Location
Glasgow
Date
12/12/2022
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
erview
Reviews
About
Virgin Media
Reviews 72,055 • Poor
TrustScore 2 out of 5
2.1
VERIFIED COMPANY
In the Telecommunications service provider category
www.virginm
edia.com
Company activity
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Claimed profile
Asks for reviews — positive or negative
Pays for extra features
Replied to 99% of negative reviews
Replies to negative reviews in < 1 week
Reviews
2.1
72,055 total
5-star
10%
4-star
6%
3-star
11%
2-star
12%
1-star
61%
Chris
2 reviews
Rated 1 out of 5 stars
I have had 3 appointments cancelled in…
I have had 3 appointments cancelled in the last week without warning. Apparently the Last emergency one was never booked. So after 7 days of chasing them for a engineer which equates to 7 days missed work, no TV, Phone or Internet. And thanks to modern technology we can't access the heating in the house without WiFi so we are now at -8 with a baby and unable to do anything about it but freeze! Every time we call to ask whats happening with the engineer they try and move out appointments further away and tell us we never had these appointments booked. We have all the times and dates of the calls but apparently they can't listen to them either to confirm. So some one is talking though a hole in their butt and it ain't us. Absolutely descusting customer service and I wouldn't recommend them to anyone again. From the 8th until the 12th I've called them and been called a liar about my booked appointments. Get Richard to call me so I can give him a ear full!
Reviewer
A Agilan
Location
Uxbridge UB10 0BN
Date
11/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am a virgin media customer for more than 10 years. What ever the speed they promise to you it never happens. Every months you have to restart the router many times (UB10 0BN area). Also Since corona started March 2020 I have to travel therefore i do not have a chance to watch virgin TV (Paying £152) so I called them up on On 15 January 2022 @17:25 spoke to guy called Mohammed agreed a internet and home phone for £55.then October 2022 I check my bank statement they still charging £152, since made lot of call and made lot of complaint they never ever listen to those complaints or never acknowledge I even ask them to listen to my call recordings. Zero response I firmly ask them to refund the difference but instead of that I received hundreds of calls from retention department saying is will give me another 18 month contract pay £60 a month etc.. I waited till end of November 2022 no response etc.. so I called them up and gave notice to terminate my line. Totally waste of time now I am in a process to complaints to ofcomm.
Reviewer
Paul Whitworth
Location
Maidenhead
Date
08/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I have recently left Virgin Media to go to a City Fibre provider. My reasons for making this change were:
1) Each time the contract came up for renewal Virgin increased their price by a disproportionate amount. I would then phone and complain and they would drop most of the price increase. On the last occasion they increased the price from £45 to £73.25. However once they realised I was serious about moving to a different provider they progressively reduced this to below £30
2) I had constant blips in the connection causing work calls to drop. I have not had this with my new provider
3) The new service is around 50% faster for less money
4) Having ended the contract it is taking Virgin 7 weeks to collect their equipment (their choice of dates, not mine). They are now charging me for this equipment saying they will return the money one they have it back.
5) There customer service is very difficult to contact and poor once finally do so. However, they hounded me to stay once I cancelled.
I strongly recommend avoiding this provider
Reviewer
Pjohn
Location
East Lothian
Date
07/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Didn't even get as far as having fibre installed, engineers didn't install the box as discussed previously then refused to move it. What a nightmare trying to cancel, when you eventually get through its to someone you can barely understand. AVOID like the plague
Reviewer
Bev
Location
Swindon
Date
07/12/2022
Comments:
0 stars. Virgin media must be the WORST customer service EVER experienced in my life. weeks after scheduling broadband no one turns up, can answer a question. They just transfer you OR cut you off. If you value your sanity DO NOT SIGN up
Reviewer
Sandra
Location
Upminster, Essex
Date
06/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do yourself a favour and keep clear from using this company unless you have hours of your life to waste. Absolutely disgusting service, appalling customer service and inexistent continuity in client care. I am making this publication hoping that I will prevent other people experiencing the pain and time waste I have been put through. Even though it’s almost traumatic for me to go through this timeline of events:
My partner first signed up for Virgin Fibre Broadband services in October 2022. We were told we had to wait about a month until the installation could be done – during that month we contacted Virgin twice to make sure that the cable/ pre-installation work had been done as we knew the area surrounding the house was owned by a property management company and suspected a permit must be needed. Each time we were reassured the external work had been done and there was no expected delay for the engineer visit and installation of services on the 2/11/22. On that day, the engineer said he could not install the services as the external work hadn’t been done. This was then the beginning of countless hours on the phone to try to understand what the problem was.
We then got an email out of the blue saying “I am sorry to hear you have cancelled our services”. We called Virgin to see why we received that and they said they could not explain it (shocker) – in their records we had cancelled it (but couldn’t say how and there were no records of it (!!). We then had to sign up all over again, with the sales team questioning the prices and not honouring the original offer. We asked them to go back on the record and listen to the original phone call but they seemed unable to do this – again not being able to offer any continuity.
After that, I stayed on hold for hours and transferred to the wrong people more times than I can count. I would try to have any sort of continuity by remembering the people’s names to then be told I was speaking to a different call centre altogether or the previous person had made no notes. I was reassured by Virgin that the visit would be done “that day” so many tinmes – I waited days at home, not leaving, afraid I would miss the visit. Again, so much time wasted. The next day the pain of being on the phone again without getting any answers.
The lack of communication between the subcontractors who do the external work and Virgin is ridiculous – I kept being told they had no way of speaking to them! I assumed the delay was due to a permit problem (even though on the phone I was reassured countless times it wasn’t) so I contacted the property management company myself, asked them to sign a Wayleave and sent it to Virgin.
Finally, I am contacted by Stacey from Kelly who explained that the pre-installation team had been going to the wrong address all this time! Hence the cable work not been done yet. Even though we now knew the problem, they still could not tell me when the cable work would be done. I had to chase it again multiple times when then I am told they now needed a permit from the council. Days go by again and eventually they tell me the permit was for the 19/11/22 and then the engineer visit would be done on the 26/11/22. You have guessed right: not the external work nor the engineer visit happened AGAIN! Virgin sent us a dongle after we spent hours and hours on the phone but that did not even work properly as our house has very poor signal (hence we needing the fibre installed).
This has caused an immense inconvenience in our personal and work lives. It's now 6/12/22 and when I called Virgin today I got the usual “we have a note on our system saying the work will be done today” – a sentence I have heard over 10 times in the past month! We STILL DO NOT HAVE INTERNET (it’s been over a month). This is an absolute joke.
To make it all even better, when we claimed the compensation we are entitled to according to the website “£5.25 per day if we don’t install your services on the promised day until installation is complete” they have also said no and given us a £26.24 cheque instead. Seems fair, right?
Please learn from this experience, and use a company with minimum dedication to costumer service instead.
Reviewer
L Vaccaro
Location
London
Date
05/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Stuck in a 24 months contract (never again with any new suppliers) I can' wait for next July to wave goodby to Virgin; continuous broadband issues/total blackouts lasting hours on end plaguing Virgin broadband and costing me money in lost work. Do not subscribe!
Reviewer
Borys Kudriavyi
Location
Westbury
Date
05/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would not recommend Virgin broadband to anyone.
Waited for ages to be set up by its specialist, as some external works were needed, only to find out the day before, that they would not be able to connect my property.
And I called them twice before, they assured me that everything is going as planned.
That's just silly. So much time wasted.
Avoid at any cost!!!
Reviewer
C N
Location
CB24 8UL
Date
04/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I had a hard time getting in touch with one of your consultants and after I got in touch they asked me for a lot of identification details more like a bank account but that wasn't a problem if the problem had been solved but after identification I transferred to another department and the same security questions again and again put me on hold for another department and after several minutes of waiting the call was cut off having to repeat the same story again and again and this happened for several days at in a row and finally I started a WhatsApp conversation which also continued a text conversation with the same repeated security questions after each conversation at a certain time I was asked for the same data even though I had written it countless times in the previous conversation and only in the end after a few days lost of stress and nerves to close a contract that was due to expire on time and my rate was extended and increased by 5 0% without my consent! I believe that this could be done very simply with a few clicks from the personal application where you log in with your personal identification data!
I believe this is done on purpose to make it almost impossible for customers to get out of a contract with virgin media! Shame on you!
Reviewer
Rob Dowdall
Location
Poole
Date
04/12/2022
Ratings
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not touch with a 10ft pole
My father died last weekend, due to everything I have subsequently had to deal with, I was late paying my bill and was put on restricted service. I tried phoning virgin to be told to go online to pay bill. I am disconnected from internet, so how could I do this. My mobile is on virgin, but mobile data does not stay stable for longer than a minute before losing connection, but I managed to pay. All of this because they have now done away with all phone lines for customer service. The number they gave me 0345 4541111 is no such number and does not work. They remove all options to speak to a person, expecting you to do it all online, but you are disconnected. FFS, Virgin sort your act out, I will be changing supplier as soon as possible.
Reviewer
Andy
Location
Portsmouth
Date
04/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely stressful awful experience with them. From the day of taking out my contract, they knew there had to be an initial installation to get a connection to my building. They kept changing the dates of this initial installation appointment without checking with me and knowing that I am not at home during the day. I have spoken to so many employers and it comes across like no one knows how to do their job. And then they push the same excuse each time the date is changed without my consent. If they know there is an issue to install the first part, why keep giving dates and times that they can't fulfill. The complaints team doesn't exist, and who ever does take on your complaint does nothing about it. They forever are writing notes on your profile whilst you sit for hours on a call with them but what is the point of making notes when they have no regard/respect to actually follow them? They just change things according to what suits them, and then it goes as a missed appointment if you're not available. Their excuse is that the pre installation is done by a 3rd party company, but no one knows who they are so I cannot contact those people and complain that they have no regard for what they client says about their schedule. And after sitting for hours on a call being transferred to all the wrong departments because no one knows what they are doing l, we then agree on a date/time. Then randomly I get an sms with a new date and time which I didn't agree to. I would hate to know what it would be like actually having an active service with them if this is the stress I reviewed before even getting the connection point installed. They guy who sold me the contract didn't plan anything properly. My memorable word didn't even work for the O2 part of the package. And all they do is over talk and talk and just go on about things to sell you something, but they don't know how to plan /schedule all the things that need to be done with the sale. It's atrocious. And when you ask to speak to a supervisor, they make some excuse as to why they can't come to the phone. I don't want to ever deal with this again. It's as though I've been inside the Mad Hatter ls house rather than a business. I've cancelled everything.
Reviewer
chris
Location
morden
Date
03/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
terrible company had problems from the first attempt of the works they lie and have calling centre's in India and the Philippines who can't speak English they are the worst company I've ever dealt with after 2 months of hell I've had to cancel because of there incompetence they are an absolute joke
Reviewer
Reg
Location
Woodthorpe
Date
03/12/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Great service from your engineer.He had to find a box outside, run a cable to our flat and drill neatly through the wall.Every thing was done with a smile and he left with All working.Welldone.
Reviewer
Mayank
Location
Dublun
Date
02/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
The customer service sucks. I am a customer of virgin media from over two years and I am experiencing the terrible customer service. The waiting time is around 1hr to speak to one of their agents and when I asked to terminate my existing plan then they are charging 150euros extra. Please don't use virgin media.
Reviewer
Scott
Location
Glasgow
Date
01/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have only had virgin for 2 months. I am not happy with virgin. I feel like cancelling my direct debit. I am not paying another penny. My broadband has stopped working since Tue 29/11/22. Virgin will send someone to my home Sat 03/12/22. That is beyond a joke.
My wife works home home and she needs the broadband to be working. We will have zero earnings for 4 or 5 days because of Virgin is taking this length of time to get someone out to fix it
And I have 2 kids, you can imagine what my 2 kids will be like without broadband for 4 or 5 days. They cant watch Netflix, they cant play there playstation online, they cant stream movies.
I understand my credit rating will get impacted if I stop my direct debit. But I have already made up mind.
Terrible customer service as well.
I switched from BT broadband to virgin. BIG BIG BIG MISTAKE.
And another thing i am still waiting on my £100 Amazon voucher. I was meant to receive it for signing up. Well it's 2 months I have been waiting.
And another thing, BT BROADBAND has a much better signal than VIRGIN.
With BT I could get a good signal up and down stairs, all over my House I got a good signal.
With virgin the signal buffers up the stairs.
I would give virgin zero starts if it was possible.
I am gonna find every website and give virgin a bad review, and hopefully people don't go with virgin.
Everything I have said 100 per cent correct.
If you go with virgin you will regret it.
Reviewer
Cara smith
Location
Aldershot
Date
29/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Richard Bowker
Location
Chelsea, London
Date
29/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Poor reliability, really poor service and calling them is a very painful process.
They hide charges within the contract which is awful. Take the customers for a ride and don't have the product capability to keep up with it
Reviewer
Hugo
Location
London
Date
29/11/2022
Ratings
Speed
3.00 stars
Comments:
What an awful company!! Constant outages, constant failure to deliver minimum guaranteed speeds, and absolutely no customer service. no one in CS has a clue what the problem is when outages occur - currently ours is predicted to last a week. Customers cannot speak to anyone who does know. A constant stream of misdirection, bluff, misinformation and at times, outright lies. DO NOT UDSE THIS COMPANY. On top of all this they increase your rates without informing you and you have to negotiate hard to get any semblance of your originally agreed rate/contract. I'm complaining to the Ombudsman, they should be put out of business for clear profiteering and stonewalling complaints.
Reviewer
Doug Kessler
Location
London
Date
28/11/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Chronic dropouts.
Horrible support.
Infuriating ‘self-service’ nonsense.
Hours on hold.
Repeating my problem 9 times per session.
Useless.
Reviewer
Abu bakar
Location
LONDON
Date
28/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What an absolute joke of a company.
They're happy taking your money but absolutely useless when things go wrong.
I handed in my one month's notice on 23/10/22, as advised by their own customer service representative, due to lack of service, for which I'm paying £50+ a month. They said they'd resolve the issue before the month lapses or else, I'd be entitled to terminate my contract penalty free.
One month lapsed but no such effort from their side.
Contacted them on the morning of 23/11/22 only to be told my complaint is still under investigation and that someone would be in touch with me by the end of the day.
It's now 28/11/22 and still, nobody has contacted me.
I'm seriously considering cancelling my DD, and deal with any consequences later, even if that means taking these thieves to court.
I can't stand paying them another penny for a service which I'm not even getting.
Reviewer
Haroon
Location
Essex
Date
27/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor service. Poor internet speed even with IG. TV service is very poor.
Reviewer
EA
Location
Bath
Date
26/11/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Was a customer for a long time. Found the service to be reliable in that time. Switched to BT because Virgin would not do a package without TV and it was too expensive. They still charged me after my cancellation date. They explained this by saying they bill in advance and the bill was generated before the disconnection date. I was not warned of this when I went through the cancellation process. They then expected me to wait 40 days to receive a refund by cheque. I complained and was instructed to raise an indemnity claim with my bank. Apparently it is completely impossible to refund me themselves. My advice to anyone leaving Virgin is to cancel your Direct debit as soon as you have paid your final bill as they will absolutely continue to charge you.
Reviewer
Colin - Ultimate Fitness 4u
Location
Leeds
Date
25/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Don’t use Virgin especially for business
They don’t care, they are unreliable and if you phone the business line it will say we are experiencing a total outage permanently only to find that you still need an engineer to fix the problem. Virgin system down for the 4th time in 2 years and having to wait 2 weeks for it to be fixed. When you are an internet business especially on Black Friday period it is unacceptable. No internet service no phone service no card machine and they just come when they feel like it. Costing me a fortune in lost revenue. Don’t make the same mistake as me
Reviewer
Hannah
Location
Derby
Date
24/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The Virgin Trap
2 years ago during lockdown we tried to cancel our virgin, we had issues ongoing since the install 2 years prior, after promises and lies, we had enough, we spoke to a chap who at the time was working from home (mobile) as most of us were back then, he promised to change our wifi to a more powerful one, and send us out two boosters, from the two main problematic rooms, once the engineer arrived, we soon realised that these promises were Virgin Lies. After months of calls and emails, we started to realise that we were not going to get anywhere, and were told, they don’t give boosters and that we had made this up, and Virgin lied its way out, at this point, we were out of our cooling off, and Virgin Trapped!!
Fast forward to 2 weeks ago, after what seemed like a lifetime of rubbish internet, we called again to cancel, This time a chap gave us all the promises, he advised us to take small business internet, and that this would GUARANTEE us cover the whole house and in EVERY ROOM GARENTEED, it’s a different router and he guaranteed us that we will never call them again with issues (we have this recorded this time, you can trap us once Virgin, but we won’t be trapped twice) he even goes on to say, you even get a £100 back if this isn’t the case…. All recorded Virgin.
So yesterday the engineer came, a nice chap, who tells us, he isn’t sure why but the wifi isn’t working in every room (shock horror) he was shocked to hear, that we were given a guarantee but not to worry, as all we need is two booster (arh the old booster promise) we explain that we had been promised these before, he told us that he wasn’t sure what had happened in the past, but this time he was writing up an essay for our case, and we would defiantly get these boosters, We explain we don’t want the wifi as we do not have faith in Virgin and wish to cancel our contract, he tells us, he cant do that, but not to panic, we have a 2 week cooling off period, in that time we will have the boosters and all will be fine….. HERE COME THE VIRGIN TRAP again…
Today we called Virgin, as we don’t want to be in the VIRGIN TRAP again, we call and the person advises us, that we cannot have boosters, we have no Wi-Fi in every room guarantee, no £100 cash back for our inconvenience and worse of all, no cooling off period, we cannot cancel our virgin, we are again in the VIRGIN TRAP, after 84 minutes of being on the phone, being refused a manager call back and being told we cannot make a complaint or cancel, my partner finally got involved in the call and we have now been promised a call back, and advised that they have escalated a compliant, if this happens or not, we will see.
A week later and still no call back from anyone!! We call again, this time we are told that a call was logged, but not complaint has been escalated, or they couldn’t see that one has, they can not guarantee a manager call back, but will let the field agent (the con man who sold us this) and let him know haha. The only thing they could confirm, is that we are now tied into a 2 year business agreement!!! That they will ask that a manager call us back, but they cant guarantee.
2 days later, still nothing!! DO NOT DEAL WITH VIRGIN.
Reviewer
Linda Heath
Location
London
Date
23/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
the place to find true incompetence and terrible customer service. My email and webmail have been down since 11 November. each call to customer service is 30 minutes - they can't fix it, and the referrals they make to technical support and the complaints team never come to anything. Dreadful company!
Reviewer
Matt snape
Location
Liverpool
Date
23/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible.
When it's time to cancel they drop all your calls, harras you and then try to bully you in to extra charges for Kit that you've probably already returned.
Avoid
Reviewer
Steven
Location
St Helens
Date
22/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
First date was the 9th then 16 then 23 next they phoned from a call centre could understand the lady call not from uk they say now 1 ov December this is atrocious customer service I will be without Internet for two weeks. This is crazy
Reviewer
IronLung
Location
Belfast
Date
21/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Deborah W
Location
London
Date
21/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give Virgin Media a 0 I would: The worst customer service of any business in the UK by far! After being passed from call agent to call agent to find out why my service did not get set up on the day agreed, I was finally told I could not have Virgin Media for 23 days because Virgin Media would not set up my account whilst the previous owners of the property still had an active account -- which they never mentioned when they were taking my money.
I finally cancelled my order which again took several calls from department to department whilst they kpts saying "sorry, I can help you with that" and "I can offer you a better rate" before they finally got the message.
Virgin Media has the worst customer service of any company in the UK: expect long wait times to get through to "customer service" agents who pass your call around from department to department before disconnecting the call in order to meet their daily targets. I finally got fed up and tried to cancel my account and the agent kept asking me why and saying, "but I can offer you a better package." Terrible training! Avoid Virgin Media and go to BT who: answered my call within 3 rings from the UK, got me set up immediately on Hybrid Connect whilst I wait for their engineer - all very friendly; all very easy.
Reviewer
Jimmy
Location
thomas
Date
20/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrible horrible service the broadband pretty much doesn't work so if you're thinking of registering to this broadband DONT DO NOT DO THIS obviously unless you want to throw money away and pay for nothing
Reviewer
Anna
Location
Lichfield
Date
20/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Literally the worst broadband provider I've ever been with. Customer service is shocking, service itself is terrible. Don't bother.
Reviewer
Tony Dennell
Location
Castleford
Date
20/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
All round terrible experience. When I first signed up, I did it through Quidco to get cashback worth £140. Factoring this into the overall cost made it an 'OK' deal. However, after 6 months, Virgin decoded not to pay out, so be aware if you get suckered I to one of these offers, Virgin don't pay out.
Secondly, throughout the entire length of the contract I was supposed to get 500mb download speeds. The best speed I actually got on a rare day (perhaps 3 days in the full 18 months) was 100mb. There were lots of times when it was as low as 2mb. After lots of arguments, I was able to cancel the contract a few months early and as far as I was aware, I b
Paid what I owed and we should have been done. They cancelled my online account, so I could no longer check balances etc. A few months later, they issue me a default for £23, which has now screwed my credit rating.
Overall an appalling product, terrible service, poor value for money, they don't pay out on cashback and they will deviously screw your credit rating without making you aware you owe anything and make it impossible for you to even check.
AVOID AT ALL COSTS!!!!!
Reviewer
Olivia Lyon
Location
Hampshire
Date
19/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have had absolutely horrendous WiFi for over a year (11mb/s download speed when sat directly next to the router). Upon trying to improve this, they have repeatedly tried to encourage us to buy an extender, but an extender would not improve the speed when sat directly next to the router! When one contract ended, we stupidly upgraded the WiFi to the next fastest in hopes of improving the speed. We are a household of three mature students and so it is vital that we have the use of WiFi for our studies, therefore we cannot wait weeks for an engineer to be sent out so that they can keep us in a contract! When we spoke to virgin media via their online chat, we were offered multiple new deals to try and keep us and when we told them that we wanted to terminate the contract as they were not upholding their end of the contract (and so it was null and void), they told us there would be a terminated fee and closed the chat on us! We will not be paying a fee to exit a contact that is now null and void as they have not provided the standard of service advertised!
Reviewer
H Gomri
Location
Brent, London
Date
18/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media has been giving us trouble for a few months now. During the 'cooling off period' we experienced no issues with Virgin. But as soon as that ended, we've been having such an awful, stressful time.
Virgin makes lots of promises, but doesn't keep them. At first, we experienced lots of random cut offs during the middle of the day and in the evening. We complained many times and sent evidence of this. We also requested for the router to be moved closer to the PC. They eventually sent an engineer over, who just did a diagnostic check and nothing else. He said that the cables outside were old and needed replacing and that he didn't have enough time to move the router. He asked for a good review, for doing absolutely nothing, and left. We were promised a revisit to change the router location. Twice were we sent a message to say they'll be coming, we moved the furniture etc to make it easier for them, but guess what, no show up twice. We apparently get charged 25£ for not being present at home upon their arrival, but it's completely fine for them to make false promises and waste our time. They then sent someone to change the cable outside the property and the internet completely cut off for 24hours now. After having called virgin to complain, they said they can send someone in 5 days time. When we need the internet to work from home. Such a stressful experience. We asked if we can cancel the contract, and change provider. But afcourse they said no. Useless company. Avoid at all costs. They are quick to take your monthly money, but do not give you the service you're promised.
Reviewer
Richard
Location
St.Albans
Date
17/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
C-101122662
I wonder if it is true that VM executive team deliberately engineer an impasse with the complaining customers no matter how valid a complaint, so as to kick the complain towards CISAS and close down complaints quickly meeting internal performance targets?
Be aware of the contractual catches to avoid responsibility for faults reported to them, thus placing you in a 'no resolution' queue that leads nowhere/arbitration, because you are accused of disagreeing with them when discussing a way forward. It's a deliberately designed trap is my opinion. A play on words in the discussion.
I tested my service speed using Ookla over wifi. I have lots of devices on my LAN. But while I had a 200Mb/s service, using this testing process (not wired to the hub), I always saw 200 or slightly more for many years, so imho it's accurate! Then after a requested hub reboot because of a VM network upgrade I started to see drastically less speed intermittently, and full speed or slightly more 80%-90% of the time, (smells like my test is reasonably accurate you would think). How, if WiFi is used it can cause Ookla to only show 10-20 Mb/s in error for their claimed 250Mb/s amazes me. I get the WiFi being naturally flakey connection in design, but with my previous testing success on mine, it was fine. But that's the contractual wording trap and now you are doomed!. VM want you to fall for the customer LAN devices, third party devices and wifi can cause that much of an error when it tested. If they had said a drop of 10-20 Mb/s on WiFi I might have agreed, not 230! Like I am a liar! Its a contractual, and unreasonable in this case, exit door of avoidance. oh come on! It's nonsense VM. Seems like a get out of jail free excuse when I am not even trying to be contractual with you, just wanting fairness! Plus my appointment with your engineer was scheduled between 8-12. He got to my house at 17:45 as logged on my CCTV. I was told by your support team earlier that day that all local engineers were fixing a serious network issue that might explain my speed problem ( their words), hence the engineers latenesses! Go listen to your telephone recordings to hear it VM. The engineer when he arrived had trouble getting the new hub to work, it was showing the white led band display on hub4, but we were unable to log into the hub. The engineer, could only see 150Mb/s with no third party equipment connected. The engineers words not mine, and he was using your engineering tools to measure the speed! Slow confirmed by VM and supposedly reported back to his manager? Was it, I bet not? He left before the hub was fully working much to my surprise and it took me a further 2 reboots of the hub to get it working properly and get my LAN up and running as it was before he arrived. This WiFi/too many devices/third party kit nonsense that never affected Ookla measurements on the old 200Mb/s service seems to me to be a sidestepping excuse when I never wanted anything but a stable service, I was not trying to pin you down or be difficult, I just couldn't get you to see the point that it's a reasonably accurate test even if only in my case, and it can't be scuppered by WiFi to the tune of a missing 230Mb/s. The CEO lady dealing mentioning Ofcom and arbitration, which seems pointless and confrontational because she couldn't see my very valid point. I'm not trying to cause you contractual issues, I just want the promised speed and reliably without BS. Fyi, a day after the hub change, the speed measured with my supposed flawed process is easily 250, sometimes 280, so is that black magic now? I just hope it stays that way as the CEO lady didn't seem to take into account it was intermittent.
Also, sending me an 'out of contract' email on the same day as this fiasco seems contentious don't you think? Are you telling me to go away?
I was told by the CEO lady that VM know exactly what speeds people have been getting up to their hub historically (not WiFi speed). If that is the case, why do customers ever have to complain to get an engineer out to fix it? Why are you not proactively fixing these speed problems before the customer notices as some faults affect large numbers of customers, not just single customers. If you have that ability, what is the motive behind keeping it under your hat as it doesn't seem very customer focused? Or was the CEO lady stringing me a line to fob me off validating her position, as I did have issues and I am not a liar.
Date of experience: 14 November 2022
Reviewer
max bntn
Location
Cambridge
Date
16/11/2022
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
350hb fiber for 55 pcm. cuts off often, and goes down completely almost every evening requiring hub restart. never again.
Reviewer
Marco G
Location
London
Date
16/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Truly appalling. After being a client for 8 years I recently moved into a building that isn’t wired for virgin media. The property manager denied them access to install the cable, so I’m now being slapped with a £200 early termination fee for something that is out of my control. I will never use their service again.
Reviewer
Tim Bangemann
Location
Surbiton, Surrey
Date
15/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Moved back to the UK end of August and got Virgin Media as our broadband provider as we had them before so boxes in the house and should be plug-and-play. on 1-Sep technician came and said we don't have a signal to the house. The information given was this would get fixed within a week. A week later I am told 7-Oct we will get connected as the job requires external work. A few days before that date it gets postponed to 24-Oct. I am staying home to be around that date but nothing happens. New date given was 14-Nov. Last week I called to confirm this and also asked for confirmation on VM forum chat and was told "yes" it will get done. Then on 14-Nov nothing happens, then sms asking to contact VM. Information "there is external cable work scheduled for today. unfortunately we are unable to send our crew today". Next available date 28-Nov.
Sorry but I have had enough. Will switch, get my money back from VM what I have paid so far (coz the emails re "your bill is ready" come promptly, plus recommendations on what wonderful new movies I should be watching). Enough is enough
Reviewer
Raj Thakrar
Location
Hatch End
Date
14/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A truly attrocious service, both in terms of broadband and customer services. My broadband has had issues from day 1 of the service and was told to increase my broadband package to improve this. I paid more for this and even then the service kept cutting out during important zoom calls.
Their customer services does not have a clue and all they seem to want you to do is reboot your router several times.
The final straw came when I was left without broadband for over a week so decided I had had enough and was going to cancel the service. When I called to cancel the services they said their computer system was down so could not cancel my service.
3 days later and I am still waiting for my services to be cancelled.
This really is appalling and would recommend anyone who is considering moving to Virgin Media to stop and rethink.
Reviewer
Joss
Location
UK
Date
13/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
They make it as hard as they can for you to cancel a contract. I was on the phone for 2 hours, had t o spend 20 minutes convinving the first agent I wanted to cancel, who then put me on hold for 1+hours waiting for a different agent. That agent hung up as soon as we connected. Two days later I'm not in a text chat that will apparently take all day. DON'T USE THEM! YOU DON'T WANT TO HAVE TO GO THROUGH THIS!
Reviewer
Duffy
Location
Wirral
Date
11/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Pay for the 350Mbps package but only ever managed 250Mbps, upload only 34 of the 50 adverised.
router is garbage, 5G wifi drops out and all other interfaces reset when it happens. settings often disappearing
customer service not a great experience
Reviewer
Mo
Location
Preston
Date
11/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
The worst customer service:
-The bots ask irrelevant questions
-After many questions you can be told they cant help as they are too busy
-You go through security and then get transferred to whatsapp
-You then have to go through security again
Long waiting times between answers on whats app, up to 10-15 minutes
-Questions have no bearing to the issue, its like a bot again
-Loads of copy and paste: dont worry, i know how u feel, i would be too, but never get to the issue, its like a bot again
-Was told the information they have access to is limited so they end up asking you questions, such as, did you receive an email, who did u speak to, etc
-Silly policies dictate illogical offers
-Orders will get cancelled without explanations
-Support is an exercise going through the motions
The most frustrating
Reviewer
Keith Dowell
Location
South Yorks
Date
11/11/2022
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Informed we were being given an upgrade, but there was no difference to the speeds after rebooting the Hub
Reviewer
Folayo Aina
Location
Colchester
Date
11/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish I can give a Zero star to virgin media but unfortunately the lowest star is 1. If you intend joining a network and don't want your bills to keep increasing without being informed then please don't make the mistake of joing virgin media. They are set of liars and they lied to me in May 2019 that if I join there network I will pay £33 pounds for 18 month contract. After 4 month of being with virgin media, they increase there price to £59 pounds month, which wasn't what they initially told me. When I realised that they've increased there monthly bill, I had to end the contract, because I ended the contract they further bill me of £102.27, a bill that I never used and insisted that I have to pay, they began to send the debt collector to disturb me about the payment, they spoilt my credit rating as they reported the case to the credit authority and my credit has been affected by them.
If you love your credit report, and don't want to keep on paying extra bills in comparison with what you initially agree, Don't join virgin media.
Lastly, when I saw that they've gone a bit further to spoil my credit report, I contacted them to voice out my complain, one of there customer service Listened to my complain and confirmed that my bills have been written off via there online chat service, after 2 weeks of confirming that my bill have been written off, they came back to say that was not what they meant that I still have make payment of £102.27. I showed them the evidence that confirms that my bill has been written off, but they said written off means I will have to pay. I wonder how stupid this people are that they taught they are tricking a kid.
In conclusion, if you love your credit score and don't want excessive bills after some certain month of joining a network, please Don't attempt joining virgin media they are liars looking for ways to extort customers.
Reviewer
Rajesh
Location
Croydon
Date
09/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I was sold a package for 1gb speed and 2 tivo box 6 but when i ask for it they act like i am not given those. Get everything in proper writing. Their sales team are there to just put you on a contract and then they remove what is promised.
Reviewer
martin
Location
MACCLESFIELD
Date
09/11/2022
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Quite simply you don't get what your sold. For example if you are say switching from BT 67mb package to Virgins 108 mb package you will notice the following.
1) Your actual wi fi speeds will more than likely be slower than BT. Id say I got an average of 30mb download speed compared to about 50+ with BT.
2) Your wi fi signal from the HUB 3 will not have the range compared to the BT hub 2
3) Speaking to someone is near impossible unless you book a day off work to sit on the phone
on the plus side I found it more reliable than BT but maybe Ive been lucky?
Reviewer
Adriana Guariso
Location
Harrow on the Hill
Date
09/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin is just the worse broadband company. I’ve been trying to book an engineer for months and finally got it booked last week for Monday (7th November) and guess what???? I called them on Monday to confirm the visit and they said it wasn’t booked
Reviewer
Ruth
Location
Manchester
Date
08/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
very rude and unhelpful. I tried to make a complaint, but the call handler refused to put me through to a manager and said “all complaints are through her” and I wouldn’t get a follow up response.
I tried to raise a complaint on the website but the link wasn’t working.
I’m incredibly disappointed! I’ve been overcharged, and was promised a £68.72 refund. I’ve received £14. I cannot face going through another ordeal again.
Virgin you win, but you will never have my business again!
Reviewer
Ioannis Nakas
Location
Hersham
Date
07/11/2022
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Absolutely useless service ,no communication and treat the customer the worst
I had received a payment overdue from them a few days ago and all of a sudden they cut my internet connection.
I do have a direct debit with them every month which I am paying my monthly bill.
had attached my bank statements to them by email and was expecting from them to fix my internet connection promptly and apologise for their mistake or compensate me for all this days that i have to pay from my pocket to have some internet at home but after 5 days nobody communicate with me ,when i try to call them the automatic answer machine says that my account is freezed and have to do the payment for them to be able to unfreeze it
Literally i don't have words to express my frustration
I will certainly discuss it with my solicitor and get another broadband that cares about their customers
Reviewer
Nencho
Location
Bedworth
Date
07/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I can't describe how bad is the internet connection 4 weeks now I have to use my mobile data so I can work 3 times I book a appointment for technical services to come and check and 3 times they cancelled and the best is that when I called they said we check and everything is working fine just I don't know what else to do.
Reviewer
CC
Location
South Kensington
Date
05/11/2022
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
WIFI is usually fast and up to expected speed stated in the package. We used the 200 MB student plan. Occasional service outage especially during heat waves in summer, unfortunately due to the old infrastructure in our area.
Satisfactory customer service. Waiting time is usually around 40 minutes, better than most other companies (for example the energy companies, try not to be a customer of SSE btw). Installation was quick and on time. We were able to cancel the service on the Whatsapp Customer Service, which took about an hour of discrete chat with one of their moving team members. But the response was concise and helpful. Personally I find this reasonable given the huge demand.
It took 3 months for them to send us the self-return package though, although that has not incur any extra charges.
Reviewer
Daniel
Location
Manchester
Date
05/11/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Rubbish incompetent company who mess you about and pass you from pillar to post.
Reviewer
Patrizia
Location
Kensington London
Date
04/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One month with no internet and no one answer customer service
Reviewer
Steve
Location
Earl's Court, London
Date
03/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
This company and this service are a joke for the price they make you pay. It's not acceptable that a capital city like London allows this scam game. I've been with them for almost two years.. initially it was kind of okay, but in the last 6 months their service became completely hopeless. I traveled a lot around the world and I never experienced this amount of outage, not even in remote areas. This time I am without broadband since two weeks, and they kept moving the fixing date (they were probably clueless). Today it was supposed to finally get fixed, but guess what.. nothing. I called and they say that the outage in the area has been resolved, but that an "engineer" is needed to reconnect the router (magically). Now the story get even funnier. A serious company, after a serious problem like this, would try to push for accelerating the process, but this scam will send an engineer 4 days from now. It's simply not acceptable. They don't care at all about their customers and their service is the worst ever. Plus, if you don't actively call hundred of times they will not update you at all. Fortunately I will leave this service soon. Dear reader, please be aware!
Reviewer
Thomas B
Location
Leeds, Bramley
Date
03/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Disgusting service.
They might be a little bit cheaper than sky but my god if you have a problem.
Spent the last 3 days on the phone and waited in for the last 2 for an engineer to come out for nobody to come, the customer service reps just keep lying and setting up another appointment to which nobody even arrives.
I will not be going with them again just in case I ever have an issue.
Reviewer
Marc
Location
Croydon
Date
31/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I know it is a slight cliche to say this but I truly would not give any stars for this review and I encourage anyone thinking of using this service to NOT use Virgin Media. It is the 7th week now we have had no internet service. We have been told that the piping holding the cables has collapsed somehow (???) and they are going to come and lay a new cable. Today was the 5th time we waited for the engineer to turn up and again nobody came. It feels like the Customer Service folk are basically lying or do not know what they are saying. It is often the case when you call Customer Service they pass you around until someone creates a fake date when some fake engineers will turn up. So in essence it is a disaster. Its funny when it was working it was fine but now there is a problem, yep they can not or will not deal with it. Luckily our contract has ended, we just joined Sky, instalation in a week with 400 odd new channels. Yep not as fast as Virgin but whats the use of fast broadband when it doesn't work for weeks on end! Oh and whilst we aee waitinf we get full access to Sky Go the app. So yeah when one door closes etc.
Avoid avoid avoid VIRGIN MEDIA
Reviewer
Rebecca Andrews
Location
Preston
Date
31/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would be zero if I could put it. Absolute worst service provider I have ever dealt with. Had it installed and the 20th September and have not had one week of straight service. Had a whole month of no TV service. My partner has had to miss multiple days of work due to no internet and working from home and it is putting his job at risk, not to mention the financial hit we've had to take for him not getting paid as he is not able to work. I would stay very clear because they have a different issue and excuse every week and 6 weeks in still have an outage every week that takes at least 24 hours for them to sort and 24 hours is on a good day. Absolute horrendous experience.
Reviewer
JKB
Location
Birmingham
Date
31/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Maral
Location
London
Date
31/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
If you need your broadband urgently, I warn you to stay away from this provider. Their customer service suck. When they want to sell their service, they are nice, friendly and promise a fast delivery. But you definitely WON’T get the service at the scheduled time. They are not RELIABLE.
They have been delaying the set-up of my broadband service for two months and they postponed the appointments 4 times without informing me.
2 months ago, I moved to a new house and immediately called Virgin Media to set up my broadband (As I needed the internet connection urgently which is very critical for my job and
their Fiber Line was already available for the new house and they just needed to send their technicians to set up the service)
And they have rescheduled the appointment 4 times so fa. Hence after two months I still don’t have access to the internet. Last month when they rescheduled the set-upt time for the third time, I was so frustrated and called them more than 10 times to get a proper explanation and nobody gave me one but they apologized and promised to set it up today. However, I noticed they postponed the set-up to the next month again (this is the fourth time) and even they haven’t bothered to contact me and inform me.
Such a shame. Poor service, poor customer support, and poor technical support.
There are better providers and I hardly recommend you to subscribe for another broadband service.
Reviewer
David
Location
London
Date
30/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So when we first signed up to virgin your delivery company Yodl we’re absolutely useless and we kept failing to deliver. We couldn’t contact them directly and repeated calls to Virgin Customer service proved futile in resolving the matter. This heavily affected our work from home commitments and caused much stress. Eventually I changed the address and we finally received the hub 2-3 weeks late. Then we had a complaint in august and were credited a one-off resolution credit of £24 that was never applied. Then I used their customer services three times to resolve it to no avail. 2 phone calls also proved futile. Then I told the customer service agent I will cancel my direct debit as the credit we had been promised (which they said they would send) would cover our last bill. The credit, of course, never arrived.
Then we received a late payment charge which is just beyond frustrating and the audacity is unbelievable.
Then I tried to cancel the contract and they point blank kept refusing,
Ignoring me and offering me different tariffs.
I have never experienced such horrific customer services from any company ever.
Avoid at all costs
Update 30.10.22 - : Virgin Media have now cut us off, despite in our last conversation saying they will resolve the matter and I will receive email confirmation of the resolution. Of course, no email came.
If you're looking for a broadband provider, I implore you, do not choose Virgin Media. You will regret it
Reviewer
Huma
Location
Date
29/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT BE FOOLED BY Virgin Media . I have been a loyal customer for years yet they fail to do what they say. I am still awaiting a manager to call me back 3 weeks later nothing! Spoken to a million advisors yet nothing has been resolved! I was promised i would pay £44 yet being charged £72! What a bloody joke! Just scammers thats what these guys are! Unprofessionals who just want ur money!
Reviewer
Dave
Location
Redditch
Date
28/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you value your own time and sanity you will avoid virgin at all costs. I cannot begin to explain the awful experience that I have had with them... The customer service is the worst I have seen. Something as simple as cancelling my services because I moved house ended up with a default on my credit score and lost me the sale of a property. That is a very simple overview of what happened, but I have wasted 6 months of my life trying to sort something so simple and you just get passed from team to team, because apparently none of them are the "Right team" to cancel a service.
AVOID
They have yet again threatened me with charges and are holding me to ransom because they haven't collected their kit... which has been arranged 4 times.
Reviewer
Ben Jordan
Location
Chichester
Date
28/10/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
My personal advice is to stay away from Virgin at all costs. The customer service is so appalling and will drive you to despair. Trust me as well, you will need to call them at some point.
We were due to move home as our contract was running out, so I spoke with Virgin, and they were very kind to offer me a temporary 3-month extension on my Wi-Fi. I rang yesterday to now cancel my contract as I am within the 60 days of the end, and they are denying that 3 months exists, and I would have to pay for 18 months. This despite it clearly showing on my records. They are claiming that I was promised it, but it is not legitimate.
Irony is I am not surprised.
If you wish to keep your sanity stay away from this company.
Reviewer
Geraldine
Location
Torquay
Date
25/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not even worth 1 star to be honest. I’m a new customer (1month in) and I’ve been without a phone line, broadband or tv for three days now. Incredibly difficult to get through to a customer service operative and when you finally do, you are fobbed off and/or cut off. The worst customer service experience I’ve ever had. Problem is still not resolved. Do not sign up to Virgin Media, it’s a total waste of money and time. I’ve had BT, Sky and TalkTalk in the past and they were all far superior. Really regret signing a contract with Virgin.
Reviewer
Neil
Location
Sheffield
Date
24/10/2022
Comments:
I'm beginning to believe this is somehow personal, otherwise this shows how really incompetent virgin media is.
The moment we left our previous supplier and went with virgin media we have been having issues. The issue started with the lines somehow being crossed, therefore whenever my phone rang so did my neighbours and vice versa which meant we were privy to each others conversations. I should have cancelled immediately.
I live in a small flat, with an average wall separating the area from my broadband box. For years I struggled to get adequate network in my bedroom which would be 12 feet at the most if I could walk through the walls. Countless phone calls and it was still the same. I still stayed!
During the Covid lockdown and just as it was easing I wanted to have access to local news etc as I was only watching catch ups... I called virgin and settled on a plan for broadband, telephone and virgin media, with promises that the broadband strength would increase, needless to say I still had the same issues. In addition for whatever reason at the time virgin media was not connected.
Virgin continued with the same plan, collecting the same amount despite not setting up virgin media. I don't know why I persisted with virgin but I did.
Recently I've had enough and decided that they're either gonna do better or I'm gonna switch. They gave me hell to get my number, a number which does not belong to them as I moved over to them with my number from my previous supplier.
In any event, that number is used as a business number so we cannot just let it go. After all the trouble and stress of the process we relented again and decided to stay as it was creating so many issues and anxiety.
We again agreed on a plan for virgin media again, broadband and telephone. While the network has improved my telephone has stopped working. About two weeks ago an engineer was scheduled to do the TV, but claimed he could not because he wasn't sure he could do a good enough job of not having wires everywhere. We were then offered a streaming box. That would work without wire connection, but that would mean one box when the agreement was to have two boxes installed.
I requested another engineer come out as the other one really didn't seem to walk to take the work on. The agreed time was for 9am a few days later. 9am came and went, it was not until about 4pm after multiple phone calls that the engineer came, while i stayed home from work to accommodate that visit.
We had a run through of the property, came up with a plan that was suitable and was promised a call to arrange installation. It's been over a week and I'm still waiting for that phone call!!!
Virgin is gonna send me a bill for over £115 when I have no phone and definitely no tv!!!! An engineer was meant to visit today at 4pm to fix the phone line and should I say I'm still waiting, or is it safe to go ahead and stop waiting?
I'm also still waiting for a senior personnel to give me a ring.
I contacted virgin WhatsApp chat and as I type I'm still waiting almost two hours to be connected to an agent.
Is it that I'm too patient, gullible, stupid or all of the above.
Virgin media you are the worst company I've had the misfortune of letting into our home!
Reviewer
Lara
Location
Smith
Date
24/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Vey bad company!! Please stay away from them! Today is another day i cannot work from home because they couldnt sort it out their broadband issue inmy area since July!!! 4 months! They have also rubbish customer service. Paying £65 per month and cannot get any service from them!
Reviewer
Sm
Location
London Stoke Newington
Date
24/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Worst customer service ever. Often unreliable broad band. I’m regretting switching from another provider and now I’m tied into a contract. Do better Virgin Media!!!!
Reviewer
Mark R
Location
Rossendale
Date
23/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin broadband or virgin media have to be one of the worst service providers in the UK.
Yeah they provide fast Internet but if it works less than half the time what the point?
Their customer service is even worse, you make a complaint and they don't contact you back and just close the complaint and mark it as resolved.
If a company is taking your money and not providing the service in return, surely this is a Scam?!
Go with anyone else, or just get two cups and a peice of string if you need something reliable.
Reviewer
Miranda
Location
Andover
Date
23/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I rate the service 0. This is the worst customer service I have experienced. It was a simple issue that we needed resolving due to them taking wires out without our consent. Then they we have to wait 2 weeks for this to be rectified. We got placed on long holds or the advisor would be silent for minutes on end. Got passed to complaints to just be hung up on before speaking to anyone and constant service from everyone was appalling. Glad we ended up not going with this provider.
Reviewer
Minoo
Location
Southall
Date
23/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I signed up for broadband and TV in August. Already facing problems. No TV and broadband since Fri. My daughter have gcse and my other daughter works from home. When called they said it can be 30 days. When called customer services, they said nothing we can do. Except wait for engineer.i wish I had never signed up to virgin. I had never gone without Internet or TV with bt and sky. Big mistake and bog blunder. I wouldn't even give one star
Reviewer
Mark
Location
LONDON
Date
21/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Virgin Media has become dreadful and it's customer service is appalling.
Reviewer
Luke
Location
N. Yorks
Date
21/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
We secured a good deal with Virgin media for broadband in 2020. As soon as our contract ended (June 2022) they hiked our prices up by almost 100%.
I called to explain that it was unaffordable, I'd also been made redundant and financially we were struggling. The rep at Virgin was completely uninterested and offered a "take it or leave" amount that still resembled an 80% increase on our original tariff.
I therefore chose to switch service providers which we did, then called Virgin to cancel and they made it as difficult as humanly possible to do this - the women in the cancellations department actually argued that it was our fault for not being more proactive in reviewing our contract pricing. Another sign we had made the right choice by leaving.
I then received multiple calls each day over a week from Virgin sales reps offering prices better than our original package, must've been shy on sales targets but nowhere to be seen when I reached out... Obviously by this point we're already with a new provider so it wasn't possible.
They then issued an outstanding payment notice claiming we had to give 30 days notice to cancel and slapped a "late payment fee" on top of the value of the unjustifiably hiked tariff. Despite being out of contract.
This is the corporate equivalent of bullying - Virgin see us as consumers, not people. Numbers not individuals. The value of the outstanding amount means nothing to Virgin Media, but might mean something to an individual. Do they care? Absolutely not. They are only interested in your pockets so just be wary if you go with them. My advice would be not to following what's been a pretty inhumane and disgraceful experience. Judging by their score here, it's pretty consistent too.
Too busy building "rockets". What a joke.
Reviewer
Sov
Location
UK
Date
20/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company I have ever deal with. I signed up to a contract which offer an introductory discount. After I had placed my order, virgin media did not honour the discount. I complained multiple times and these emails contained cut and paste responses, but nothing helpful. They said they were unable to find anything which confirmed the offer on their end and after sending them a copy of the contract they had sent to me, they ignored my emails. In addition, they repeatedly got my name wrong in the replies on webchat and some emails. I asked for a letter of deadlock which was ignored and I asked them to cancel my services which they also ignored. Luckily I have now managed to cancel my contract via a telephone call which was also unnecessarily complicated but I have learnt my lesson. Do not go with the cheapest company, they are cheap for a reason. It is worth it to pay a bit extra to get good customer service.
I am also in the process of complaining to CISAS as virgin media are knowingly falsely advertising their products.
Reviewer
hannah frostman
Location
cardiff
Date
19/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service.
Reviewer
Milo
Location
Weston-super-Mare
Date
19/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Internet cuts out every few days its just so shit considering how much I pay
Reviewer
Trish
Location
Chesterfield
Date
19/10/2022
Comments:
Absolutely shocking, I have in the middle of my contract with Virgin and can't wait for it to end. I run 3 devices, my phone, firestick and laptop. I can't watch anything on firestick for longer than 10 minutes without buffering, my laptop constantly loses network connection and I can't view my cameras on my phone because of the signal.
I reboot router around 5 times a day and still get buffering. I've had countless engineers out and still rubbish. Last call was this morning, buffering, their solution, pay another £8 a month on top of the £30 I already get to get a WiFi booster, no thanks. Apparently it could be my internal doors that could be the problem?! Absolutely shocking, don't even go there
Reviewer
A anas
Location
Wandsworth
Date
18/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bad customer service our broadband and phone service is off since last three days we are without internet and virgine media dont know how to fix it only false promises
Reviewer
K L
Location
London
Date
17/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very stable.
Consistently fluctuate and consistently very bad. Luckily my contact ends in 2 months.
Reviewer
Charlotte
Location
Kensington
Date
16/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible experience. Since August I have had an unreliable connection, I work from home and have had to use my phone as a hot spot and pay for extra data. Virgin refuse to refund or discount because there is a connection sometimes.
Customer service lied to me and said they would not charge.
When there is a connection I now get 0.01mb up and down and it sometimes stays up for a few minutes. I used to get 100mb. Since August I have had high packet loss. Unusable.
Reviewer
Anders
Location
EDINBURGH
Date
13/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Still in the process of cancelling. Taking over an hour. There's no way to cancel without talking to someone.
The service is unreliable, cutting out several times in the last year.
I also have concerns about their security. I use unique passwords generated by a password manager and twice the password I only use for Virgin Broadband has been compromised.
Their router also has suspect settings which had to be changed to allow SSH to work.
If you are a professional in IT working remotely I would stay as far away from Virgin as possible.
Reviewer
Lee
Location
Manchester
Date
11/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly not sure how to describe this broadband without many not permitted words but will try.
Customer service- don’t care and take 30 minutes to answer every call
Broadband - never near recommended speed and always intermittent
Other - big brown box on outside of the wall, great attraction for kids to come and kick apart, which happened several times
That’s the basics but in more detail, they once turned my internet off for 3 days, it wasn’t a fault, they turned it off and no one ever could explain why.
They setup the account in the wrong name, but wouldn’t change it as they would only speak to the account holder who didn’t exist, eventually someone saw sense and sorted it out but took 4 calls (again min 30 minute hold time each call).
Advertised speed 50-70GB, but regularly delivering under 5, customer service excuse was using a device on Wi-Fi. As a comparison I only have wifi connections now using EE and always get at least 70GB download speed.
They increased my bill from what was agreed, within the contract which again took another 30 min hold to sort with someone who again didn’t care and I had to provide proof of the original agreement.
I can honestly say I’ve never dealt with anything or any company this bad for anything ever.
Reviewer
Matthew
Location
Edinburgh
Date
10/10/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
The promised 100mbps is more in the range of 50 for most of the day, and is plagued by spikes of latency, which makes watching movies and playing online games unenjoyable
Reviewer
Neil finney
Location
32 station road endon
Date
06/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not working fucking crap
Reviewer
andrew
Location
camden
Date
05/10/2022
Comments:
I've been charged by Virgin for broadband that's not even connected.
How do they operate, there is no ways of getting hold of customer services....absolute joke!!!!
Reviewer
Prasanth
Location
croydon
Date
04/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible support and unstable broadband. Support team have no idea how to fix the issue. I escalated the issue but no issue. I only received some customised template emails.
Reviewer
MRJ
Location
Hampshire
Date
03/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Comments:
Cannot comment on Speed/TV/Phone as never even got to have it fitted, plus recent media reports have seen huge Virgin system failure reports all around the UK in past months.
The administration from requesting a contract to cancelling 5 days later was abismal, whilst the Indian/UK call centre staff were polite and tried to be helpful they appeared to be working with their hands and feet tied behind their backs.
Not one could/would confirm their stated remedial actions by email, contract overcharging, D/Debit mistakes, offhand pre visit cable fitters etc.etc.
3hrs of phone calls in 3 days to try and rectify clerical errors resulted in cancelling the contract before fitting due to pure frustration and lack of trust in this corporate company..
Reviewer
Linda Bridges
Location
London
Date
02/10/2022
Ratings
Satisfaction
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
You will find it impossible to speak to a human being when you have a problem customer service is non existent got more chance of bumping into Elvis at the chip shop!!!!
Reviewer
Evangelos
Location
Glasgow
Date
29/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
2.5 weeks ago I called to rejoin with virgin media in my new address. I made a 18 month contract for broadband and I have been told I’ll receive my installation plug in box on Tuesday 20/09/2022.
I have been told that the property has been provided with fiber before so there will be all the available plugs to connect your broadband and start using your services.
A week after I get a call from one of the providers trying to offer me virgin media packages. After I informed the customer service that I already have an ongoing order place and that my box is late for delivery he informed me that there is no order under this name. I provided my account details and I sent my contract so he can check and he can verify that the account exist in the order is there. Eventually he found the order and he apologized as the person I spoke before forgot to do the credit check so the order never been through. I never got an email that the order is not been through or is cancel I just had a contract in my email saying that the delivery is going to be on that Tuesday. He informed me then that this order has to be canceled and a new order has to be placed so after providing all my details again a new your order was placed. They told me cause the offer I booked wasn’t available anymore and I should book a new deal which was 5 pounds extra monthly. I told him that didn’t want to continue so they offer me the package I had before. After the order was gone through I check the contract and they set the wrong delivery address after I specifically specified that I would like my box to be delivered to a different address. After calling again I managed to change the delivery address and I finally received the installation box. However the installation box doesn’t include the appropriate plugs to connect the broadband and the technician has to come to sort my broadband connection. I asked when can this happen and the only available slot for the technician is next week on Thursday 06/10 for which I have to take a day off from work so I can be home . I really cannot understand the whole process and how unprofessional and Company like this can be. I asked for the technician to be around this week but they told me that it has to be booked end it takes a week. I’ve been with Virgin media for a while now and I’ve never had such issues.
I really not appreciate all this trouble And stress I have to go through for just a broadband contract.
Reviewer
Nataie
Location
Clapham South
Date
29/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If there were zero stars I would give them, terrible service I am left without internet for hours every day and unable to do my job. No compensation is offered no matter how much complaining is logged with them. They do not care. They will take your money for a service they do not provide. I really wish terrible things for the people who run this company. They are scammers in my opinion. Never using them again and hope they go out of business
Reviewer
Seyed
Location
Sunderland
Date
28/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Always virgin media ripped off your pocket. Thay charged extra for nothing.
Reviewer
Chad
Location
Bracknell
Date
26/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Had virgin broadband installed 21.09.2022. Realized that it's to slow for our needs. Keeps dropping out and slow if more than 4 people are streaming EG NETFLIX ect. Called the customer services today 26.09.2022 explained that we are a new customer and purchased the incorrect package and wanted to upgrade to the next package up M350. Looked online what the next package would be asked if we can be switched over as we have less 5 days into this contract bear in mind the 14-day cooling off period. They came back with double the price what they have advertised on their website and the reasoning is we are not new customers. Please explain the logic how are we not? Not even a week as customer. Took me over 3 hours on the phone to get through to the non-customer services agent that's what they should be called, and they could not careless that I am a new customer. No attempt to resolve my issue or understand service needed.
Spoke to two different agents who gave me two different prices for the same package.
If I could give them a zero-star review, I would. Think very carefully before signing up wish I had seen the reviews here before signing up.
Reviewer
Jason Imber
Location
TEDDINGTON
Date
26/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
20 years loyalty repaid by the worst customer experience I've ever had!
They simply do not care about any customer once on board. Even complaints are just ignored!! As are emails to their CEO Luiz.
Solution - leave! And convince others to not join up in the first place. I for one will spread the word on every social media channel available. And every customer I convince to not join them as a customer, or leave if existing ones, is well worth my time spent doing this!!
They are an absolute joke!!
Reviewer
Mrs Quinn
Location
Hamilton
Date
24/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Connection is intermittent. Every night around 11pm the connection cuts in and out disturbing TV and any other devices being used . This is very frustrating considering the money we spend monthly for services. I will consider changing provider. Any time we make a call there never seems to be an issue . The last call I made to complain I was asked to call back as the employee had no network to operate her computer system. Says it all really .
Reviewer
Monique
Location
London
Date
23/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Do not get Virgin media!!!!
My mum and I have been customers of virgin media for at least 10 years. Sadly my mum died last year which I informed virgin media of and they allowed me to continue paying the bill on her account. I got tired of paying this expensive bill and cancelled the account. They came to pick up their broadband box and said I would get a refund of what was owed to me in the next couple of weeks. I then received a cheque in my mum’s name. I called virgin media to ask them to put the cheque in my name as my mum has been dead for over a year and they tell me I need power of attorney. Unfortunately I couldn’t get this before my mum died, so someone named Ren in customer service says there’s nothing she can do.
How am I supposed to get power of attorney for a dead person! Virgin media have been perfectly happy taking my money for the last year even though they’ve known the account holder has been dead. All I’ve asked for is for the cheque to be made out to me and they’ve said they can’t do that.
How can I pay for an account, cancel an account, talk to customer service about an account but they can’t change the name on a cheque?
I also don’t understand why no one informed me to change the name on my mum’s account until after the account has been cancelled??
I’ve paid them over a grand in the last year and this is not how you treat a customer of over 10
Years. I know I’ve made the right decision leaving virgin media.
Reviewer
john
Location
cambridge
Date
23/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Awful, almost non-existent customer service. It can take an average of an hour to get through to someone on the phone. They'd rather you go through an online forum or divert you to a 'chat bot.' The broadband itself is sketchy with regular major drops in connection and speed, which can affect your ability to work. They auto-renew your contract even if you ask them not to, then blame you for it. I'm so glad to be leaving them. Never again!
Reviewer
LucyLu
Location
London
Date
23/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Changed contract amount without consent, overcharged (charging me double) terrible customer service, lied that they had actioned things and hung up when couldn't solve issues
Reviewer
LucyH
Location
London
Date
21/09/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
NEVER go with Virgin. Someone from their end, without my consent, canceled my contract when I first joined and signed me up to another contract at double the price!! I had to argue to get a reduction and then they kept charging me the double price. Customer service always assured me it was sorted, but it NEVER was
Reviewer
George Harrison
Location
London
Date
21/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful company. They owe me around 200-300 pounds for screwing me over twice. They cancelled my broadband installation date twice. On their website they claim to allow returns but when you call up you get a team based out in India and the phillipines who DO NOT CARE. They literally hang up on you when you try to make a complaint.
They might provide decent wifi but they are an awful company and the risk of them messing up your installation date is very high.
Reviewer
AB
Location
LONDON
Date
20/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
It should be as easy to unsubscribe from a service as it is to sign up. Other than powerful brand bullies, who is against this?
I gladly signed up with Virgin Media for an eighteen month broadband contract in March 2021. The process was rapid, the price very competitive (until my deal ended, when it became absurdly UN-competitive, but I knew that going in) and the service good. When fibre broadband was installed in my area there was no way Virgin or any other traditional provider would be able to compete, so, playing along with the unnecessarily restrictive rules about their timing of cancellations (read the small print) I took an afternoon off to unsubscribe (thanks to feedback I was prepared). Cancelling requires a seemingly inescapable charade of aggressive renegotiation (just offer me your best price upfront please, we don't live in some medieval bazaar). I was then hassled for weeks with "better" offers at all hours of the day from a variety of different phone numbers, making it difficult to block. For reasons known only to Virgin, my service was cancelled four days before my contract ended and I was, ludicrously, billed a few pounds for an early disconnection charge. Because the company had proved so inconvenient to negotiate with regarding cancellation, I paid it, which is presumably their bad faith strategy. Then, I was almost immediately threatened with further billing despite returning my Virgin Media equipment within 24 hours of receiving their packaging (now resolved, but we'll see). I kept transcripts of exchanges, and am advising other existing customers to do the same, as the culture demonstrated suggests they are not to be trusted. I can't imagine what it would be like dealing with Virgin Media in case of bereavement or other personal crisis.
If anyone from Virgin ever reads this, please know: It is unlikely that making it extremely inconvenient to turn off the service is going to dissuade someone from doing it. It hurts a once respected brand, will demotivate your employees and destroys loyalty. It is short term-thinking and depressingly lazy.
But you do it anyway. Just look at the reviews amassing on Trustpilot.
When organizations get too big and too short-term focused to pay attention to the market, it’s a perfect moment for consumers to band together and give them a guardrail. If I can sign up with a few clicks, I should be able to withdraw my custom with a few clicks. I rent my London flat, so when I move I may not have fibre broadband as an option, and will likely require another provider. It won't be Virgin Media, and a once loyal customer will now repeat this complaint across any platforms that allow me to leave a review. Pity.
Reviewer
Chris McGowan
Location
Londonderry
Date
17/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
I was signed up for broadband and phone but I just wanted to postpone my contract for 8 days until my previous contract expired so I started to get in touch. After work the following day about 7 o clock I tried to call them but no matter what I tried to do on the phone and on line couldn't sort it.
The following morning it took me 40 min to speak to someone that might be able to postpone the contract but they said they couldn't do it. At this stage I am getting disappointed with the service so I told them to cancel everything.
Reviewer
Michael
Location
Manchester
Date
17/09/2022
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very satisfied with the speed (reach 100mbit every time) and with the reliability - we can't recall any downtime in the 18 months we've been with them. The customer service isn't amazing, is it ever? and things move slow.
Reviewer
Justin
Location
Loughton
Date
15/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is awful.
Save yourself, avoid Virgin at all costs.
I beg you, heed my advice.
Four months of promised engineer visits that never materialised. In fact, customer service just flatly deny and engineer was ever booked. If you ever get through to customer service, that is.
Hours waiting on the phone, then you get rudely asked for "security questions" that were never set-up.
Eventually a baby faced (and clearly untrained) "engineer" turned up, couldn't figure out the problem, blamed another company installing lines to the property, dropped his wirestrippers under the floorboards, panicked, spent 2 hours trying to retrieve the wirestrippers, then eventually did a very very amateur job of installing cable to the house. It all had to come down.
Seriously, don't use Virgin. They are **** and its a nightmare dealing with them.
Reviewer
Col
Location
Liverpool
Date
14/09/2022
Comments:
Stay clear of vergin total rip off merchants told me my contract was ending then charged me a further month cancellation fee no customer service available got to be the worst company to deal with . You have been warned
Reviewer
Ben Smith
Location
London
Date
12/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
This is the worst service ever be warned. Most phones wont connect to the WIFI and the television has been out for a month but it is not listed on their outages. The tech help is useless. I regret ever getting it. Dont say you were not warned
Reviewer
E H
Location
Fife
Date
12/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
To be brutally honest it is effing terrible lol. If I could swear on this review then you best believe i would be using every word imaginable to paint a picture for you all of how garbage virgin is.
Every other day there is problems, games lagging videos buffering constantly and this goes on for hours while apparently their engineers are working on it... again... for the 3rd time of the week... yeah okay.
You pay out the nose for fibre optic broadband and you expect it to be worth the money you pay for, I was with talktalk a while ago which was half the price and they were equally as terrible. So why pay double for WiFi that doesn't work anyway, you're better sitting down with your toddler and drawing your own WiFi box in crayon I guarantee you that that will give you a better quality connection and so much less frustration.
I'm not even exaggerating when I say that it's every effing week several times a week. It gets to a point when it's so frustrating you want to smash the hub off of Richard Bransons mush.
Waste of money and tbh will be switching asap
Reviewer
avrl kilner
Location
kent
Date
11/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
One reviewer said ' if I could give them minus 100 I would.' My feelings exactly. Now they are in a 50 -50 partnership with o2 who also have dismal reviews. It's a wonder to me that there is no anti Virgin Media pressure group.
Reviewer
avrl kilner
Location
kent
Date
11/09/2022
Comments:
One reviewer said ' if I could give them minus 100 I would.' My feelings exactly. Now they are in a 50 -50 partnership with o2 who also have dismal reviews. It's a wonder to me that there is no anti Virgin Media pressure group.
Reviewer
Why did I join Virgini
Location
England
Date
10/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
****DO NOT JOIN VIRGIN FOR ANY SERVICES…
****DO NOT JOIN VIRGIN FOR ANY SERVICES ESPECIALLY BROADBAND*****
If I could give less than 1 star or minus I definitely would award this company the crappiest service ever.
If you join Virgin Media you will be paying for intermittent and complete loss of service. You will be told you can be compensated but the service is completely lost so you still need to pay for your service in full even though you sat there for a full weekend with no services.
This like most companies is a joke and they just want your money.
The worst service ever!!!! Keep looking but don't settle or promote this complete waste of service. You will regret the day you signed up, believe me!!!!
They will even reply to this like they are gonna look after me but in reality they will waste your time, resolve nothing and ask for a review
Reviewer
colin moore
Location
Norwich
Date
07/09/2022
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
terrible customer service , if you want to leave .
Reviewer
Chris
Location
Coventry
Date
07/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Annoying customer service. They ring you to pester you and sell you a more expensive bundle. But try to cancel your contract!? Nope, you have to ring, text, whatsapp jump through hoops. They are absolutely beyond useless.
Reviewer
Martin
Location
Kempston, Bedford
Date
06/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Only with vIRGIN as no alternative. 50%of the speed I'm paying for. App is terrible. I wish I could change it soon. Avoid.
Reviewer
M
Location
Gloucestershire
Date
05/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible customer service, advisors cannot understand what you say and just repeat something read from a script. Useless
Charge 4 times more when contract runs out.
Won’t answer emails
Try to charge for equipment they won’t pick up
Cause of stress because you cannot get a resolution to a problem
Would never use again
Reviewer
Mal Cham
Location
DERBY
Date
05/09/2022
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have no complaints about broadband/tv etc but the customer service is awful, it has been deteriorating over the past couple of years or so. One of the problems is the decision to take some of the service overseas, I get the impression it could be a ploy to challenge customers to try and understand these so called agents. My problem at this time is mis-selling, I was offered a package on the phone, I agreed to the deal verbally but when I received the contract summary, there was an £18 increase after 6 months, I have been trying to rectify this for the last 4 days.
Reviewer
callysaunz
Location
Dunstable
Date
04/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting company - miss sold to an 86 year old who called to cancel her contract due to the cost of living crisis and was told virgin would do a better deal when in fact she is now paying so much more and has been unable to speak to anyone due to such poor customer service and has been reduced to tears over the issue. Shame on you virgin media
Reviewer
Gafabi
Location
Staffordshire
Date
03/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service, terrible internet connection and they are deceiving the customers with the free gifts, what you are never receiving.
Today I have contacted customer service and he told me, it is my fault not receiving the free gift, because I am calling them everyday and they have to raise the issue to the team everyday, and that is why the complaint not going anywhere.
The service what they are providing the lowest so far from all.
Reviewer
Joe
Location
Falkirk
Date
02/09/2022
Comments:
Worst customer service I’ve ever past from one department to another then disconnect. Hours wasted must be the way to deal with complaints pass round in circles until you give in phoning them
Reviewer
tim o
Location
bristol
Date
02/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely TERRIBLE.
Virgin cancelled the installation at 8.15pm the night before installation on 2nd September having already cancelled my existing broadband supplier.
Gave me a date of 24th October for the install. Outrageous and unnaceptable to leave us without broadband having given us all the sales talk.
Have cancelled contract with them which in itself was a difficult experience.
I would AVOID like the plaque if i was you
Reviewer
Thomas Carter
Location
London
Date
31/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The broadband has been of POOR quality. It often cuts out. I tried to resolve this through virgin media but was unable to do so. I spent about 6 hours on the phone with no resolution. In the end I left for another company. The price looks good but the service is terrible.
Reviewer
Jamie
Location
Norwich
Date
31/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Honestly, this company has given me mental health problems. I don't know if trustpilot will allow me to write as much as I need to write!
I have been with Virgin for a lot of years under three different contracts. I would say around 15 years.
Every 4 months they up the price and I have to call to have it lowered. They use this opportunity to get me to add just a couple of pounds a month onto the contract as a lesser evil to the massive price hike. They then do the same at the end of the contract but they almost double the price so that they can add an extra fiver. These conversations are the most stress inducing conversations I have ever encountered with any company, they are horrendous. I have mental health problems almost every time I hear from this company as it is almost always an argument to get my prices lowered. I honestly can't express how horrible this company is, they are manipulative and use dirty tactics to steal from the consumer.
I just got off my final call with them and I have terminated my contract (As they wanted to add £10 to my monthly contract and wouldn't budge). I was told by the nice sounding geordie on the other end of the phone that the company has to make profits and that they will always raise the price of your contract. I pointed out the record profits of virgin media and asked why these weren't passed onto the consumer, he said that is just how companies work.
I do not want to be part of an organisation that makes record profits and still charge their consumer more money based on the cost of living going up. Surely the cost of living is an issue for us??? The CONSUMER!!!!
Worst company ever.
Reviewer
N/A
Location
London
Date
30/08/2022
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
To breifly put it in one word..Crap
Reviewer
Nintu Alex
Location
Northampton
Date
30/08/2022
Comments:
Very very bad service. I am not satisfied with the customer service. They are telling one thing and doing another one. When I call them to inform regarding moving the house , they told next day they will install the Internet. After 4 days again I called, they told that it will again take two more days. When I ask the reason, the customer care officer said that , she don’t know the reason. Also I got the bill amount £13 and they cut more than double from my account.
Reviewer
Beth
Location
Brighton
Date
30/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disappointing Braodband and even bigger disappointment with regards to customer service. I have been a Virgin Media broadband customer for three years previously in a different city and it was great. No problems at all. Unfortunately in Brighton the Broadband was awful and when I reported the slow speeds and the constant cutting out I was made to feel very small and incompetent. Virgin Media were not interested in the slightest and just kept saying that their end said there weren’t any issues. They eventually sent out an engineer who also didn’t resolve anything and just told us we were at the end of the line. To finish it off when my contract was up Virgin wanted a £40 early disconnection fee as my tenancy was for a month less than my Broadband contract. I decided to just pay the 12 months despite no longer being at the property. I was then contacted asking if I would terminate the contract early as someone else was moving into the property but I declined to pay the early disconnection fee. The person was quite insistent despite me making it obvious that their timing was most inconvenient and I asked if they could ring back at a more convenient time. They didn’t ring again that evening as requested. I then rang them back to clarify what was going on and again I was asked if I wanted to pay the early disconnection fee, yet again I declined their kind offer to pay more money for a service I was no longer using. Then out if the blue I received a final bill saying that my contract had been terminated without any consultation with myself. When I queried the bill I was told by the young man, I won’t name him as it’s probably not allowed, that Virgin Media could basically do whatever they liked with the contract or words to that effect and when I queried this statement he reneged and denied saying it, although sounding a little flustered. So disappointed this year with the poor service received after three previous contracts that went without any hitches at all. Most phone conversations were discourteous and quite frankly rude at times,
Reviewer
Sue Ellis
Location
Manchester
Date
29/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After paying Virgin media my hard earned money for the past 20 years, when I desperately needed support due to my broadband going down they couldn't have cared less. Despite explaining my hub was clearly broken and that I was in the process of starting a new business from home, they flat out refused to send out a new hub (unless I paid even more to upgrade) and told me I would have to wait a week for an engineer. Unhappy with this, I told them I would find an alternative provider which I did. Despite various phone calls to Virgin and discussions with them via Twitter, they failed to tell me I had to give 30 days cancellation until I called today to tell them I am now with Talk Talk and this is despite not even being in a contract. They basically told me it was my own fault for not being aware of the T&C's and not reading their cancellation policy. So now they intend to charge me for broadband I won't be using for the next month as its been disconnected when I moved to Talk Talk. Had they informed me of this when I first told them I was leaving, I could have cancelled 3 weeks ago.
Disgusting company, appalling customer service and clearly have no value for customers. Their customer representatives are insincere and unhelpful which is why I will now be actively discouraging others to choose them.
And isn't it interesting that for all their insincere apologies when you complain, they never, ever offer anything other than an option to discuss it further i.e. continue banging your head against a brick wall as they frustrate you further because they really couldn't care less and will give nothing to compensate for their inadequate provision
Reviewer
Steff
Location
Northamptonshire
Date
29/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful customer service. Charged us £30 to not renew our contract, which had doubled in price. I don't understand how they can do that. Avoid at all costs.
Reviewer
priyanka
Location
LONDON
Date
28/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Customer service is awful. Everytime I have a problem, it takes ages to get resolved on the phone. Worse, I have been trying to cancel my contract. I have wasted 10+ hours being kept on hold. They know I want to cancel, but never connect me to the right person on the phone. Then they keep sending me bills - this company is dishonest and fraudulent.
Reviewer
Peter
Location
Uk
Date
26/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'm very disappointed with the service I have received!
This is unbelievable that your people does not listen to clients!
I spoke on the 13th August with somone as my contact will finish at the end of September! Didn't receive any email with confirmation spoke today with 4 different people they diverted my calls all the time, unfortunately we heard different prices from all this people :45 pounds to 32 pound to 29 pounds and on the website they have got deal for 27 pounds I heard from that women at the end that we need to pay Virgin extra 11 pounds as notice was given 30 days before so we will be disconnected on the 25th I'm sorry but I will not pay that as I spoke with somone already on the 13th August so from that day 30 days is till 13th of September so basically that's mean they own me money not Me!
Very poor customer service this is unbelievable! I phoned 6 weeks before my contracts ends and I need to pay them extra 11 pounds no chance!
Reviewer
Behnam Tajik
Location
LONDON
Date
25/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Most dudgy company ever seen
They overcharge me more than a time....
Stay away please
Reviewer
Kip
Location
Bath
Date
25/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking. I keep being forced to use virgin due to a lack of other alternatives and every time I swear never to use them again. I had to book the guy to come install 5 times and after each time he would never show I would call up and be told exactly the same thing, we have no idea Ill book you another only for no-one to arrive again, leaving me without wifi for weeks. Customer service is horrendous and good luck trying to cancel your plan you are going to be passed around more than a hot potato whilst on the line for hours being repeatedly hung up on.
Reviewer
D.Waite
Location
Manchester
Date
24/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Broadband speed changes constantly, supply what they feel like as appose to what is paid for. Massively overpriced and way out of touch with the customer.
Reviewer
Peter T
Location
London
Date
24/08/2022
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Often slow speeds, poor customer service, disappointing overall
Reviewer
Christy Abraham
Location
London
Date
23/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
One of the worst internet service provider. Virgin Media broadband is not at all reliable and every time if there is an issue they will take at least 6-7 days to arrange a technician.There service is not at all suitable for someone working from home.
Reviewer
MS
Location
Birmingham, UK
Date
22/08/2022
Comments:
A very bad experience with Virgin media - they keep feeding you with promises that someone would call regarding technical help but never received any call after calling Virgin Media technical support for over 10 times to their 0345 number..
Virgin Media - plays with their customers by calming the customer down by giving them untrue, fraudulent promises.
Reviewer
Bev
Location
Huddersfield
Date
19/08/2022
Ratings
Satisfaction
1.00 stars
Comments:
Where to start. In all my years I have never ever experienced such appalling service. How virgin media are still in business is beyond me. This is the 1st time ever I had had to resort to leaving a review I am at my wits end. Hours and hours of phone calls, chats, formal complaints and watsap chats and 3 mths later after my 1st call to cancel my broadband and I am still receiving bills. Endless failed callbacks. I'm just lost for words. 0 stars
Reviewer
neil redding
Location
ts1 4nx
Date
19/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
SHOCKING BAD service BT is so much better speak to people who understand your problems and DO NOT keep cutting you off
AVOID AVOID !!!!
Reviewer
LR
Location
Newcastle
Date
19/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Awful company, horrible staff
Reviewer
Antonina Minova
Location
London
Date
18/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible costumer service. It’s almost impossible to cancel your contract with them. I tried online and there is no any clear way how I can do this then I tried over the phone and I had to wait hours to be able to speak with somebody and even then no one was helpful. Don’t sign with them if you don’t want to stuck with their contract forever!!!
Reviewer
linda
Location
Borehamwood
Date
16/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Broadband not working 17+ times in a week. Not for the first time. I pay for 60+mg. The broadband will not even cover a small bungalow. No compensation, refused a booster.
Reviewer
Kay fritchley
Location
Mansfield
Date
14/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
After virgin have messed about with my services. I now have no TV working in my home. After three calls to them in the same day I still have no services. The earliest they can get to me is in 10 days. Absolutely disgusting
Reviewer
John
Location
Jordanstown
Date
14/08/2022
Comments:
POOR Speed issues from time to time with download just over 20mbps, not what I was advised. Tried to order some boys which VM says will help. Nope spoke to another bot and bot was to transfer to a HUMAN ? but with apologies in advance.
Bots are taking over good business and destroying the customer and making the company management RICH at the cost to consumers. BAD strategy. John
Reviewer
Farshad
Location
Chichester
Date
11/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After few years I have to leave Vergin media due to increased costs, poor reliability and low speed. I am with Sky and the seem to be much better
Reviewer
Joao Coentro
Location
Yate, Bristol
Date
10/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I booked broadband connection online, for 13 August and after Virgin send a emal to rebook,to 3 September, I was on the phone 30 minutes to cancel the order and don't go through. I need go to a store? Rubbish.
Reviewer
Winnie
Location
Croydon
Date
06/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
terrible connection from the very 1st day. Non existent customer service by call handlers who don't care. 12 months later same issues with connection still ongoing. In the process of complaining to Arbitration service. WORST ORGANISATION EVER!!
Reviewer
Sara
Location
London
Date
05/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Terrible terrible terrible! It stops all the time and it’s impossible to get hold of customer service. Once you do, they are rude. It’s been a nightmare, totally unreliable.
Reviewer
Heman
Location
Leicester
Date
04/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer service I come across, get different answers/ excuses every time you call, when you call you have to hold for 30 minutes before they answer, every time you I call I never had a good experience with Virgin, Virgin need to train there staff how to deal with customers and improve there service
Reviewer
Gus Palmer
Location
Bristol
Date
04/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs. Truly terrible customer service. Takes forever to get through, they don't care, and don't do what they say they will.
Reviewer
Stefan
Location
Leicester
Date
03/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
No costumer service... In existent 3 hours on the phone still waiting, they are a bad joke, but who care when they own half of the country.... About some bad reviews...
Reviewer
Reka
Location
Belfast
Date
03/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I’m in the process of moving house and was looking at broadband options online for my new place. Got a call from Virgin off the back of this, the guy told me what they offer, I thanked him and said that we are just at the beginning of the process and would like to look at other providers. He then started slagging off the other providers (especially BT), telling me that I won’t find anything better than Virgin. At this point I got a bit angry and told him that I’m currently with Virgin and I’m rather dissatisfied with their service, therefore I would like to see what other options I have. He then went full-on mad bully on me, essentially telling me to eff off and hung up on me. Guess what, I’m definitely not going to use Virgin now!
Reviewer
Martin
Location
Barnsley
Date
02/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media is a joke moved 5 month ago told them to cancel as I moved and no longer wanted it my contract ended and they've ignored this and built up the bill to £542 and counting. And just want the money even though I haven't used it in over 5 month. never get with virgin
Reviewer
Gerald
Location
Buckinghamshire
Date
31/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wouldn't give 1 star. You get 1 good day to 10 bad days.. mostly I get 5-10meg.. its terrible .
Reviewer
Mark Pilkington
Location
Knottingley
Date
29/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Hello,
I cannot comment on speed or reliability as we haven't even got that far. Promised the earth with quick installation date only to be cancelled three times, at which point we have cancelled installation. Rubbish customer service and at no point have they even rung to confirm installation date change it's just changed on the app.
Reviewer
Bill
Location
Brighton
Date
29/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I tried to cancel a simple contract. No button anywhere, its buried in the support page and when you reach the information on how to cancel your contract. Instead of have a simple cancel here they have a phone number, once called the option to cancel is buried under more options followed by a 40 minute wait! Once I reached someone I got redirected again, to another person who said hold on then hung up. S*** UX DESIGN
Reviewer
James
Location
Leicester
Date
28/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Great Product possibly the worst customer service anywhere.
Called because router was slow, asked to reset router when i did it ceased to work at all told it would be 7 days before i could get an engineer out to replace the router and they could do nothing for me in the mean time... i am disabled and work from home for this reason alot of the devices i use to manage my condition are internet enabled... it made no difference and i was warned i would be charged if i tried to leave early... i managed to get a carer at 2 am to get a router for virgin from a friend so atleast everything would sort of work but virgin refused to activate it at their end... decided to leave asked to leave at 0800 the next day i was told they would get their supervisor to waive the fees... rang back at 11:12 and a Govind confirmed it as cancelled... hadnt received any confirmation of closure so at 1600 i rang back only to be told it wasnt cancelled after all and now i had to pay the fees again... then the lady in rentions kept trying to transfer me to her technical team to do the refund and finally just hung up... great product possibly the worst most inhumane service i have seen in 40 years... previous i was with this company since they were ntl so decades...
Reviewer
Graham
Location
London
Date
28/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What an unbelievable experience! From downright lying to me to exceptionally poor customer care, automated messages on for weeks that say they have a complete outage and departments who cannot communicate and then blame each other.
I have attempted to have a business line fixed for over a month and it has been an complete dog show. Engineers giving conflicting advice, being told they have done work that the have not and when you state you just wish to leave your choices are stay and we may compensate you or leave but you get nothing for a service that does not work.
Internet connection just drops off 3 - 5 times a day and randomly resets your router which in turn knocks out connectivity from all your devices.
Engineers take over a week to get to your property and then do nothing. They leave and then rearrange the next appoint for more than a week later and then don't arrive. Next appointment is again over a weeks wait. Notes say that engineers cannot find basic connection points in relay cabinets and the problem continue.
Virgin has successfully made it impossible to run a business on their business lines!!!
Reviewer
Adam
Location
Uxbridge
Date
27/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at ask cost.
Over a month late to go live.
5 missed engineer visits.
Zero compensation and they charged me full price for the month I did not have Internet.
Reviewer
Satch20
Location
Wn3 Wigan
Date
27/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolute joke of a company
Reliability is a nightmare the same as so called customer service. Speeds are a joke pay for 100meg and get 15 on a good day.
I would never recommend this company. Plus people should avoid at all cost.
Reviewer
Stuart
Location
Liverpool
Date
27/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Appalling customer service. My deal came to an end and six weeks prior to the end of the contract I notified Virgin Media that I would be terminating my contract. VM then offered a new deal and tried to get me to sign up. I said that I would shop around and get back prior to the end of my contact. I rang two weeks prior to the end of the contact and was given a further reduction. I was then put through to retentions who then told me that they were reneging in both deals. I was shocked that the company offered a deal but refused to honour it. They said the colleague who offered the deal would ring back with 28 days - well after the date I required a phone line and broadband.
Reviewer
Megan Davies
Location
Ireland
Date
26/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If, for example, they start tripling your bill without prior warning, or change your bill date, or the speed slows or shuts down, you would have better luck burning some sage and peering through a crystal ball, than trying to get a hold of someone from Customer Service who will actually help. You'll be passed around like a joint for hours, or weeks in my case, no one takes responsibility for any case and sees it to the end, or makes relevant and helpful notes on your account for the next agent, so when you call again you have to recite a monologue and explain again until you descent into insanity. Evidently overworked and undertrained staff, some seemingly incompetent. You're better paying a slight premium to avoid the trauma of dealing with Virgin.
Reviewer
Disappointed Customer
Location
Uk
Date
24/07/2022
Comments:
Wish I had stayed with BT
Promise everything and deliver a poor product with even worse customer (no) service !!!
Wi-Fi box changed 4 times speed good but drops out randomly but very regularly, customer service contacted me after I opened a complaint and then don’t call you back. They offer pods to help but want to charge you more for them then agree to give you them free and charge you for them anyway.
Don’t trust anything they say in their brilliant marketing trap as the product it’s even worth 1STAR
So wish I had stayed with BT
Reviewer
Antonis
Location
NOTTINGHAM
Date
24/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Fees doubled after contract and they were hanging on with teeth and nails when I told them to cancel it, simply just not taking no for an answer. Awful. Steer clear.
Reviewer
josh
Location
Hove
Date
22/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have raised 4 complaints to date, only one was ever logged, and none ever called back, I did once get an email back the following day saying thanks for my time, glad we could resolve this issue and make out like we had just chatted on the phone. They have owed me £170 for six and half months now, and keep saying the cheque is in the post. Crooks! And I am reporting the to Cisas (which is their ombudsman). Genuinely would not go near with a barge pole and wish I had read reviews before I bought them, which luckily i got out of as they delayed my installation 3 times and I never got connected, and they couldn't tell me why. I was without home broadband for 3 months in total before I cancelled it.
Reviewer
PMI
Location
Chadderton (Oldham)
Date
21/07/2022
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
It's not exactly the cheapest broadband on the market and would have expected much better reliability than this. I can't even download large files because the connection is forever dropping.
Reviewer
Ardy
Location
Dundee
Date
21/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The first year the broadband worked okay, after that I used it more (lockdown) and had to reboot it weekly. I then moved to Edinburgh and wanted to cancel my contract. Was passed on to in total 7 different people because everyone said they are not in charge of this cancellation. Then I was promised a return box would arrive before I am moving. It didn’t. Over a week after I moved I was told that it will be picked up from the old address. I didn’t want that, but couldn’t opt out. I gave them the new address. Was told I will receive a reminder. Didn’t get a reminder. Didn’t get a time slot. Waited the whole morning, tried to call, lines full, tried to complain online, account closed, managed to complain in the chat option. I was told it would still be picked up that day but no time slot. They didn’t turn up. Complained again in the late evening, they apologised and I told them I would bring the kit to their store. They said it’s fine and it will be noted on my account. The next day I was informed that they are sending a return box to the old address. The day after that I was informed that it will be picked up in person on the same day. I asked what address and it was the old address. So bad broadband and even worse customer service. Now I am at BT, paying half the price and have twice the speed.
Reviewer
Olugbenga A
Location
Croydon
Date
18/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst service ever. I order a broadband and not satisfy with the service. I want to cancel it. It turns to nightmare. The dont take the call for moer that 40 minutes. After they pick up, They just transfer you from one person to another.
Finally, when you get to the relevant department, immediately you tell them that you want to cancel, they just hang up on you.
Reviewer
Jason
Location
Stevenage
Date
16/07/2022
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Comments:
The broadband is great…when it’s working. Constantly drops out or will be connected with “no internet available”
Reviewer
Jon b
Location
Shrewsbury
Date
16/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Without writing an assay, the company has adopted a system which gets their employees to do and say anything to get your business. I’ve been promised packages and performance which have not materialised. When you try to contact them, they promise to look into it and get back (never do) This company and its operation needs looking at by trading standards.
Reviewer
Ion Tanko
Location
East Grinstead
Date
15/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Worst customer experience with a BB provider!!!
The only reason I gave it a one star is due to the fact that -100 is not available!
I ordered Virgin broadband on 20/04 with initial installation on 22/05 which I had to change to 20/06. Virgin did not instal the service on 20/06, instead rescheduled the instal to 01/07 and again failed to install the services on 01/07 without any communication or warning. I contacted Virgin numerous times asking for help as my Broadband contract expired on 30/06 and had no help offered so we purchased a dongle as we both work from home. I worked from friends' places and my wife worked off the dongle. I contacted them numerous times to speak to a senior manager and lodge a complaint with no success. As a consequence, I contacted EE on 04/07following my struggle of two months with Virgin and had every date met from kit delivery to BB installation. So in less then 12 days from the order I had a service provide which Virgin was uncapable of delivering in two months+. After the failed installation on 01/07. I contacted virgin numerous times and was given the 4th for cable instal with service activation to follow which was then pushed out to 08/07, then on the 8th, since nobody turned up I was given no further dates, just a plain statement that it will happen before 18/07 as the service will be activated on 18/07. Coincidentally a team turned up today to install the cable to the property, but I have today 14/07 cancelled the installation as I have lost confidence in their customer service, do not want to have the continued stress and uncertainty. This situation caused us a great amount of stress and financial loss. The worst experience I had with a service provider, and that says a lot as I used to deal with TalkTalk in 2009.
Reviewer
John
Location
BRISTOL
Date
15/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I'm absolutely appalled with Virgin. We've been a long standing customer of over 20 years. They've made the odd mistake, which I'm happy to notch up as experience and move on as it's been resolved. However they've made a massive mistake on our new contract and we're paying £60 a month more for the same service, which wasn't what we discussed and supposedly they can't find the details of the conversation we had and said my wife was 'LYING' over the phone! How dare they! If it wasn't for the fact the contract is in my wifes name, I'd be severing immediately. Quite rightly my wife is trying to get the situation sorted, but one thing is for sure I would never recommend them ever again. Shockingly bad customer service and can wait to get rid of them.
Reviewer
Greg
Location
London
Date
15/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When we moved into our house, we were told virgin was preinstalled. Ordered super fast fibre. We moved in. The box was due to arrive the next day. Received confirmation it would. It didn't. They cancelled our account for no reason whatsoever. Set up a new one.
Box arrived a week later. Wouldn't boot up. 1 week wait for an engineer. Engineer came, said there was a problem with the line. 2 week wait for another engineer. They arrived yesterday. Couldn't sort it. Now have to wait for another 2 weeks for another engineer.
Throughout, we have raised complaints and been promised callbacks. We've received nothing.
Reviewer
Hana Khalil
Location
01
Date
12/07/2022
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Comments:
very bad signal and customer service very bad I don like virgin .
Reviewer
Siva
Location
UK
Date
12/07/2022
Comments:
I paid all the bills on time. When I was trying to move the service from my old home to a new home I requested a technician but they didn't agree and they asked me to install it at the new address myself.
Submitted a request on Saturday to disconnect the service on Monday (at the old address) and activate it at the new address. They were supposed to disconnect at 12 pm (my request was) but they disconnected at 12 am. Called them and they were very rude.
Supposed to be back ON at the new address at 8 am but has not been activated till now. Called 6 times and went through many security questions but still not fixed yet. Very bad customer service and rude agents but they sent me an estimated bill for 71 GBP at the new address. They don't even know how to pull my account with my account number. Worst experience. Avoid this provider at all costs.
Reviewer
Aaron
Location
London
Date
10/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Paying a good amount of money for internet but it doesn’t work. Slow, regularly down. Engineers are always working on it and it is never fixed. The worst internet service I have ever used. Appalling. I will never use them again.
Reviewer
M
Location
Gloucestershire
Date
09/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Been a loyal customer for almost 30 years, last few have kept getting large bills and having to fight to get them reduced. Went from £22 to £83. This year enough is enough so cancelled keep getting calls to say they can reduce it but want to reduce package which is basically one up from free view. The calls quote lots of facts and figures mostly difficult to understand asked them to put it in writing and they say they can’t put try to pressure me into signing a contract. Rubbish service, rubbish at returning calls would never use again. Avoid at all costs.
Reviewer
Craig
Location
Hampshire
Date
08/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Avoid this company like a plague. They lie to you to get you business and then ignore you when you find out the truth. These are con artist that are allowed to get away with it because they are a big company
Reviewer
Dimitar
Location
Brentford
Date
06/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
That was the most fraudulent and the most disgusting service I have ever experienced all my life. Do not sign up a contract with these demons. Do not sign anything!!! You will regret it. Every single thing they say is a lie.
Reviewer
Artur Zak
Location
Bristol
Date
05/07/2022
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When I have taken my last contact been promised speed about 100 mb/s. Was very good but last two months sometimes my speed is 30 mb/s, sometimes nothing at all. So have said want to leave. The answer was to pay £268 because contract . If you have got contract, think it’s two way street not just for costumer. Very disappointed
Reviewer
Jamie
Location
Sunderland
Date
05/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Literally the worst company to deal with. Ongoing issue for over 3 weeks, promised phone calls etc etc to rectify issue but another lie. When you finally get to speak to a member of staff who by the way are totally inept you end up getting passed to several departments and still no resolution to issue. Then apparently after receiving a bill of almost £300 they turn around and say they no record of any equipment in my address lol, have been a loyal customer for several years but as soon as contract is finished service will be getting cancelled. For anyone reading this and cinsidering switching to VM DON'T
Reviewer
Natalie
Location
Guildford
Date
05/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Beyond abysmal. Customer service truly terrible.
Regularly cut out for hours at a time. When applied for money off bill for not being able to do job during this time no discount on bill given.
Not worth it. While the speeds look the fastest in the area, the reality is very different.
Reviewer
Anna
Location
Harrow
Date
04/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking customer service. Would leave 0 stars if I could. Awful internet connection,they should not be able to call themselves fibre. Impossible to get through to cancellation department ,but you can immediately get through to “add a service to account” department. Spent hours on hold and then call cuts off. Call handlers don’t know what they doing,lying.manager argues back and doesn’t care,saying they not going to throw money at customer as the soliton. Never again.
Reviewer
Max
Location
London
Date
02/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
DO NOT USE VIRGIN BROADBAND!
I’ve had the displeasure of their “service” for about 10 weeks and haven’t had consistent WiFi for any of it. Service constantly drops, shows as connected but doesn’t work and no one can do anything about it. On top of that, they won’t let you cancel, even if it’s within your rights. If you request cancellation all customer “service” representatives say that they’re going to pass you on to the cancellations team but no one EVER comes through. They’ll make you wait 30+ minutes on hold and then just hang up on you, same thing with their WhatsApp chat. It’s borderline criminal. They’ll keep telling you oh we can send round a technician but those guys don’t have a clue what the problem is so you just go round in circles. Virgin is hell, trust me.
Reviewer
Ho Lee Wong
Location
UK
Date
30/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Customer Service is awful! It took me 45 minutes to get through to the customer service, then transfer me around to 3 different department, and still they can't get things sorted.
There is no way of escalating the matter. They subcontract the service and the agent of different department is working in silo.
Even when I requested to file a complaint, they said they can't do it, ask me to fill up the complaint online. I went to the website, and the website is not working!!!
Virgin Media managers, please can you look into it and review how you can improve customer experience? It is such a shame that a customer pride themselves to be the fastest internet speed provider has such a unhelpful disintegrated customer services.
Broadband Speed has not be exceptionally faster than others anyway and I often get unstable internet too. What's the benefit of paying that little extra?
Reviewer
Chloe
Location
Edinburgh
Date
30/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
If I could give this no stars I would.
Absolutely ridiculous
Took out a new contract with them waited a month for the phone which is fine it was agreed.
There i.t went down so received the phone 3 days late which was also understandable but then received the phone without the new SIM card.
When I called I wasn’t made aware that the SIM card sometimes comes separate (as my friend had got a contract with them and received them together)
When I called they apologised and assured me they would send one out for me. I then called back the following day as I missed a call from management to then find out they hadn’t sent out a sim as the colleague had not confirmed it, the women then confirmed she had confirmed and sent out a sim and that I would receive the next again morning
She kindly offered me £10 of my bill.
I then received a SIM card followed there instructions and replied ready to then have both my phones out of signal and now without a phone.
I then used a friends phone to call virgin to then have one women tell me it’s protocol to send out to sims the 1st being a dunce and that the first sim is not live and I have to wait for the second sim to arrive
(Which I don’t believe to be true they had just now looked properly to see 1 sim had been sent and they had deactivated to then send the second one)
I asked to speak to management she then carried on to tell me it would be a call back within an hour I waited the hour called them and then the guy said to me they had called the number I provided and asked the girl to read back to me which they hadn’t
Now I’m waiting another hour to get a call back from management.
Will update if I even get a call back.
Reviewer
Violeta
Location
London
Date
30/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst service ever! I had to wait 2 months for someone to come to install the broadband service. They came to the property, nobody contacted me and then they left saying they cannot install the service.
Months of waiting and after hours on the phone and talking with all the customer teams at Virgin Media they said they cannot install the service because of lack of infrastructure but will give a credit back for the waiting. I live in central London :) . After 3 months still didn't received anything...
Vodafone in 2 weeks came and install the service with 0 hassle!
Reviewer
Declan
Location
Manchester
Date
30/06/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Probably... no, definitely, the worst broadband provider you can be with. Drops out randomly all the time. Doesn't provide anywhere close to quoted speeds. Ridiculously expensive. Utter *****.
Reviewer
Stuart
Location
London
Date
30/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
AVOID!!! Easily the worst broadband provider I've ever had the misfortune of using. We pay for 100Mbps and its fantastic when it works but it also drops out regularly. For the past week I've not had speeds above 20Mbps for very long and it cuts out constantly. I need a high broadband speed for work and this is really unreliable, also no way of exiting the contract without paying huge fees. Once they have you locked into a contract they don't really care about providing usable internet, they just want your money. The customer service people are pleasant enough and quite a few have been very friendly (I only rate them two stars as the company itself make no attempt to fix issues) but sadly they're limited in what they can do to fix persistently bad broadband speeds (I've been with them 18 months its not improved at all). I'd give a zero for overall satisfaction and reliability if I could. Virgin don't care about their customers, very unprofessional and fraudulent.
Reviewer
Serena
Location
Watford
Date
30/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolutely Awful service I am paying double what I paid my previous provider for the same speed. The first month I had no service for 48 hours meaning I couldnt work. Their customer service is appalling - refused any compensation payment and sent robot replies to my complaint.
Reviewer
exile d
Location
uk
Date
28/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
where to even start ...
Service is unstable and inconsistent if i had the option to go with another ISP i would have a long time ago however in my area VM is the only provider available.
the customer service agents are rude, inexperienced only know how to follow a scripted set of instructions and will go silent for 5-10 minutes before just hanging up on you wasting at this point 20-60 minutes plus phone call just so you have to ring back up and start over... oh and they will easily lie to you for a temporary resolve
they do not follow or care about complaints or if their service is not working as long as one device is connected out of many you may have that seems to be an acceptable reason for them to say its working
they seem to not be able to change adjust or amend any settings any other service provider would have the options of changing despite them being a sole company (not like bt /talktalk /ee who operate via openreach) i asked if they can't get these things changed who can and the answer was literally no one ...
they only seem to care about being paid the money for the service and not upholding their side of the deal providing said service even when they are clearly going against it for example i have 1 gig package with a guaranteed minimum speed of 550mbps i constantly get 250-300 mbps but they say thats ok.
they have no respect for ones feelings or conditions or the fact they cause stress.
i have been with them for over 5 months now and all my devices were working up till a few months ago i started getting the below guaranteed speeds. last week for no reason my xbox wont connect via Ethernet and it will even stop the xbox booting up while plugged in (just get a black screen) i showed them its not my xbox by using my mobile phones internet via hotspot and it loads up and connects straight away no issues they still refuse to say theirs an issue on the home broad band side despite showing them /the engineer.
this is literally the worst ISP i've ever had in the 20 odd years of using internet and by far the WORST customer service team ive ever had to talk with.
they forced me to install whatsapp an app i'd rather not use, all the live chats/phone calls start with a stupid robot ai system that's pathetic then when you eventually get to speak to a live person its no different feels like they for got about feelings altogether.
seriously AVOID this scumbag service it literally will make you stressed or depressed
i wouldn't even say their worth the 1 stars but i had to click them
Reviewer
Paul
Location
London
Date
28/06/2022
Ratings
Speed
3.00 stars
Comments:
The service is pretty fast when it works however it goes down more than any other provider I've tried. They increase the price by a few £ every few months and until your 18 or 24 month contract ends you cannot leave. I am currently trying to leave, this began at 4:30pm yesterday, I called their customer service, waited on hold for 25 minutes and was immediately hung up on when I got through. I called again and was given the option to communicate via text, which I selected. I got a text which I replied to, answered a number of questions before being told the conversation had to move to whatsapp, spoke to someone on whatsapp who asked me a load more questions (many of which I had already answered) before being told I would be transferred to someone to deal with my query. After 25 minutes I spoke to a person who asked me a load more questions (many of which I had already answered, sometimes twice) he then said he couldn't deal with my query but would transfer me to someone who could. 17 hours, yes 17 HOURS later I got a reply with another person asking me the same questions yet again. At the end of virtually every message I said please just cancel my contract. He kept offering reductions in prices (despite me previously being told that was not possible) but not anywhere near as cheap as new customer offers. It is currently 10:52am, the person has finally agreed to cancel my contract...in 30 days time.
Reviewer
Chin
Location
Bexley
Date
24/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
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..
Reviewer
David
Location
Mansfield
Date
23/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Don't sign up to virgin media. Although the speed is good, it is impossible to leave as there is not a easy or even possible way of contacting them. Basically it is a trap where you cannot leave. Very very unprofessional and fraudulent. Customer reference number 825164704
Reviewer
Adam
Location
York
Date
22/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Positives first. The broadband is very fast.
Unfortunately only when it works. People I know have been with virgin for a long time and have rarely had issues. Postcode lottery maybe.
Been with virgin over 2 years. Sporadic dropouts ever since joining for hours at a time sometimes. Nightmare getting in touch with customer service. Get fobbed off with lies like "issues in your area" when my neighbours don't have any. Lost count of how many phone calls I've had explaining that you may fix the connectivity issue today, but there's clearly an underlying issue and it will dropout again, but they just don't listen or understand. They've finally had an engineer out who said the issue is with the line and someone will have a look. Nobody came and they're booking me another engineer to come to the house for some reason.
On the live Web chat they'll book you an engineer days away whilst advertising a paid service for next day engineer appointments. I've had an on-going issue for this long and they have the ability to fix it sooner but won't.
Compensation scheme requires 2 consecutive days of no service. Everyday for nearly a month I've had dropouts for hours at a time but don't qualify for compensation.
Most providers are obviously not without their faults, but in my experience I advise going elsewhere. I had no issues with Plusnet or Tesco.
Reviewer
Ryan
Location
Northamptonshire
Date
22/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Utter rubbish joke of a company with no idea of customer service where they rely on untrained lying incompetent staff who in 99% of cases are clueless. The broadband is unreliable where it keeps dropping out and nobody at Virgin clueless Media cares! I Have since given up and given notice to leave this incompetent company
Reviewer
Alex
Location
Edinburgh
Date
21/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Incredibly obnoxious and irritating customer service who make no attempt whatsoever to give you what you want, just try to sell you more expensive packages.
Bizarre and annoying insistence on making you sign up to a TV service you don't want, leaving us with useless TV hardware taking up space in our flat.
Our broadband (the 350 tier) is unreliable.
Reviewer
abz
Location
Chiswick London
Date
21/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
constantly dropping out and website saying under repair. can't rely on this to do work from home.
Reviewer
Karim
Location
14
Date
20/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
ian goldsbrough
Location
london
Date
20/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give zero stars I would. Every part of this experience has been the worst I've ever had with a broadband provider. I've had connection issues since day one, I've had multiple engineers round who cant fix the service, I've raised 4 complaints and all I get back is a letter to say contact tech support. They will not let me leave my contract early despite all the issues - my bandwidth drops between 2-48 Mbps throughout the day. It feels like I'm in an abusive relationship that I cant leave - every time I phone I get gaslighted. If you're in SW London I would avoid at all costs.
Reviewer
Ose
Location
SWL
Date
19/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So poor!!
Reviewer
Aleksandra
Location
London
Date
18/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Do not use this company!! I am outside contract and been trying to cancel for 2 months!! This is the third time I have been trying to cancel with them over the phone and still nothing!! They keep hanging up, and say they call back if disconnects but they never do!! I am now for the third day in a row, 3 hours trying to cancel my broadband. The line disconnects and again you call and wait in line for half hour!! I have dealt with nearly 10 different people and my broadband is still not cancelled!! Yet they have the audacity to keep charging me!! The customer service is an absolute joke, I have never seen anything like this. The stress I have been through because of this company I cannot even explain the mental pressure I have had to go through because their incompetency to deal with their customers. And I am still now on wait still trying to cancel since early MAY!! Avoid at all costs this company, if you know what’s good for you. I can’t even put into words how incompetent the customer service is, it’s not just one person, I dealt with nearly 10 of them!!!!!!!!!!
Reviewer
Harish
Location
Greenford
Date
17/06/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bad service. Poor speeds and cuts off. They sent the reminder 5 days after the monthly notice period to terminate the contract. They should sent it about 5 weeks before the contract expires. They tell you will get certain credit to your account when you sign up, they dont not do that, when you phone them they want to give you half the credit they initially said. They say they give £50 for recommending a friend to both parties. They did not give it to me.
Reviewer
Ahmed
Location
West Midlands
Date
17/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst providers ever. Waste of time and very cluless. I have been getting charged a very high amount for my broadband than what i originally agreed for over the phone. When you get to customer services it takes more than 40min for them to answer and when they do they are not able to help or understand the customers problem. They place you on hold for more than 25min to end up with no answer or them hanging the phone up. Very rude and i definitely would not recommend them to anyone. They are expensive and their broadband speed is awful for the amount that am paying. On top of this they end up saying the reasons your media contract has gone up is because of the inflation prices even though i confirmed i have not received no letter nor an email about this because if i new i will be getting charged that ridiculous amount i would have cancelled it there and than. Their communications are awful and do not listen or just keep you waiting on hold for a very long time.
Reviewer
drew
Location
london
Date
17/06/2022
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
virgin 1gb download and 54mb upload cost you £65 a month. hyperoptic 1gb download and 1gb upload cost £30 per month. virgin 1gb router always cut off my mobile phone and firestick. virgin ping 11 are really bad compare hyperoptic 0 ping.
Reviewer
Andrew B
Location
Sheffield
Date
17/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Overcharge customers
Bully tactics to extort money.
Worst customer service.
Reviewer
D Singh
Location
London
Date
14/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Useless customer service
670863302
Virgin were going to install on the 13th fiber and phone line , engineer came and said unable to do as pre installation has not been done . Phoned up virgin they said manager will call you on 24 hours . I said highly unlikely well 24 hours passed no call spent 3 hours chasing up . My lines are due to move from bt to virgin on the 16th . Virgin said they can do nothing until the the 24th I feel I have been messed about with Manager who dose not call . What can I do, manager is missing in action and fiber virgin unable to make and keep appointments water a lot of customers time . They sent Richard Brandon’s into orbit but they can’t install my fibre and arrange for a call back from a manager very poor service , I’m not even I customer yet and the treatment has been the terrible been with bt for 30 years and no issues whatsoever.
Going to cancel stick with bt , I think virgin will bring down the reputation of o2 . I’m a o2 customer might leave them as they are connected with virgin . I suggest think twice before joining virgin .
All they had to do was call me and not make me waste time chasing .
Update I have now cancelled and will stay with bt virgin is a joke . Customer service is appalling wait for hours and hours .
Deal anytime virgin broad 300 Al in £26.
They keep putting the phone down On purpose Philippine call centre good for one word sorry . That’s why virgin took there centers there as they are the best at saying sorry sir every 1 second, lovely people but ain’t got a clue . Frustrating.
Hot weather in car making calls for nearly 4 hours for them to keep putting the phone down so happy I cancelled.
Reviewer
Joe
Location
England
Date
13/06/2022
Comments:
WiFi provider which is unable to do the following things: provide WiFi.
Reviewer
Ben
Location
Hartlepool
Date
13/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Cuts out 15-20 times a day. Not great when you need a consistent, uninterrupted wireless connection. Would never recommend. Using hotspot on my phone data is more reliable than this pile of utter ****
Reviewer
William Whitehouse
Location
Ealing
Date
13/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Really poor customer service. Make it extremely hard to cancel.
Fast speeds but not worth the hassle.
Reviewer
Anonymous
Location
West midlands
Date
11/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
It never works. Always just crashes. When it does work (which is extremely rarely) the speed is decent but that’s all that they have going for them. I recommend going for a different provider with slower speed and that is CHEAPER as virgin is extremely unreliable and really annoying.
Reviewer
Teddy
Location
Portsmouth
Date
09/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I using the 500mb/s plan. Last Monday (30/05/2022) my router break down then I use the apps booked the appointment at Saturday (04/06/2022). I was waiting hold day Saturday but no show. When I check the appointment by the apps. My appointment is cancelled! I call to the customer service try to know what happen is it. They tell me they don't know! So they let me to book an appointment one more time in Thursday(09/06/2022).
When I check the appointment by the apps and website at Monday! They cancel my appointment again! I call to customer service I only have the same answer from them! Ok~ I book one more time in Friday (10/06/2022)! Then fxxking funny is when I check in the Tuesday morning, that appointment is cancelled again! What is the **** service they have? I call to them again, this time they give me an answer is, the engineer will send a SMS to me to confirm the appointment but they used the wrong mobile number to send so at the end they cancel it. But when I question to them why they using a wrong contact number in my account? I'm keep using my number over 10years haven't change and I check my Virgin account in the same time. I find the contact number in my account nothing wrong. At the end that customer service (Jausar) haven't give me any satisfactory answer and the sound like so fxxking funny to ask me did I still want to book the appointment to fix my router in Saturday(11/06/2022) or not!
Ok~ I lost coz I need the broadband back! But I'm very angry with thier service! I 100% is going to other broadband company like BT! Then I'll never go back to use this company any service!
500mbs plan but download speed less then 100mbs! Upload only 30-45mbs! This is the speed!
If you need to call to their customer service you must turn on the record by your phone to record all what they promise or anything. If you have anything problems like me. This can proof what you got from their services.
Reviewer
Steve
Location
Herts
Date
07/06/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Wifi frequently cuts out. Virgin will charge £40 if no fault found, but as its intermittent, that relies on the technician working out the issue whilst they visit. Customer support slow to respond
Reviewer
Asif
Location
Northampton
Date
06/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
In our area its the highest speed available but when it comes to issues with internet or renewing/cancelling the contract then VM does not want to speak to you or call back to discuss. I have tried on different days and times to speak to VM waiting up to 48mins but not had any luck. as a last option will cancel my direct debit.
Reviewer
gavin
Location
Richmond
Date
01/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID TERRIBLE WIFI EVER
I left sky broadband as virgin broadband promised me 1000mb . I signed up to there maximin package . there I was told you only get that speed when you are hard wired in not on wifi. this is the worst broadband I've ever had . Do not be fooled by virgin speed promise the wifi doesn't work . its worse than dialup like going back in time .
Reviewer
Joe Brown
Location
Swindon
Date
01/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible customer service for the entire time I'm with them (including disregarding several complaints). Then when I left them they overcharged me by two days.
Reviewer
Mr Williams
Location
Midlands
Date
26/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Fairly reliable broadband and quite fast. Goes down 5 or 6 times per year that I know of without explaination, but not the end of the world. My main gripe with Virgin Media is the constant price increases. They’ve crept my bill up from £22 per month, up to £47.50 per month, while still offering the £22 service to new customers (may be £24 now). I’ve just canceled with them and I’m going to try another provider.
Reviewer
Leon
Location
Reading
Date
25/05/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Service is good but conditions are awful. Speed downgrade or contract cancellation requires 1 month notice even if it's after the ending of the current contract. The only way to negotiate a lower price is to arrange disconnecting from them. Ending contract early may trigger a fee of £240. Where's the fiber competition in my area?
Reviewer
Ste
Location
Leeds,West Yorkshire
Date
22/05/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When it works good. Get an a fault, for example spotty connection and after months still no b#@### good. Customer service thinks if they ask the same questions and do the same 'adjustments' they will get a different result. And complaints dept. take at least 1 month between emails
Reviewer
Karien
Location
London
Date
20/05/2022
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No WiFi yet again for the whole day. Not even worth ringing customer services as nothing change. Time to look for another provider.
Reviewer
Jenny
Location
Belfast
Date
20/05/2022
Comments:
Wouldn’t recommend absolutely useless, be told that someone will come out between 08-1:00 to take away the outside leads because we opted out of the contract and apparently no one can come out now because we opted out… if you go with virgin be prepared to get no help and false statements!
Reviewer
Kunal Shah
Location
Leicester
Date
20/05/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Virgin media keeps increasing our broadband prices after 5 years of using their service. We used to pay £26 a month just for broadband. Its now £48 a month after 5 years using their service . When I called the customer service, the advisor couple of times said that she would look in to my account and then disconnected my call after long wait and explaining the reasons. Very unprofessional. Avoid them at any cost.
Reviewer
Anon
Location
United Kingdom
Date
20/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Customer service and cancellation team are utter trash. I have called 3 times to cancel their subscription far beyond the expiry of my contract as I have moved to another company. They have failed to cancel my contract 3 times even after receiving emails of cancellation as I am still getting emails of monthly payments that I now apparently for 3 months after cancellation. I'm not using your damn service and it's been cancelled with email confirmation. How am I still being charged monthly???
Reviewer
Vaughan
Location
Shefford, beds
Date
18/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
awful , awful.
No range, poor quality modem and staff don’t know what’s happening.
I’ve given up and going to Zen.
Virgin good speed but in use no faster than 67mps from BT
Reviewer
IT Protech Solutions Ltd
Location
Ashton-Under-Lyne
Date
18/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company should be banned in uk, this is most ever worst broadband service provider in uk, i have ordered broadband service for my new computer shop business where cant open shop without internet service but they laid me down big time, they have taken advanced 3 months money from my business account but never installed broadband or gave internet connection, they gave 4 different installation date in waiting 2 months since i placed order but never turned up, even no update. Every time i need to call for update, never had that much bad experience like virgin media is doing with me. Because of their not doing broadband installation, i could not even open my computer shop yet, i already lost out my 2 months shop rent + my sales. I am going to take them in court, they are responsible for my all financial business loss so far and they have to pay back my losses. A totally ignorant service provider, a cheater and dodgy company, so be aware all !!!!!!!
Reviewer
Taylor
Location
Reading
Date
17/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Daughter in a student house, trying to revise along with the others. Wi-Fi drops out all the time and is out for hours/days. Customer care asked several questions a normal person would not know the answer too. If not a box problem then 150.00 charge. Rebooted etc and still not worked and followed the fault finding instructions so assume it is the box. Would never use virgin media again. Most unhelpful in all departments
Reviewer
Kev
Location
Gloucester
Date
16/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
This is the worst company in the world to use. Shocking sales tactics. The broadband is only ok if you paying the most expensive package. I tried to leave and ended up being told to try this package for a week to see if it improved. I tried to leave again after a week but they said I was now past the cancellation period. Tricked me into going past the cancellation period. I’d do anything to get rid of this rubbish and this shocking company. Next step is the ombudsman service.
Reviewer
Mani
Location
Manchester
Date
16/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The virgin media installation process is very poorly established and they do not correctly share details if there is a delay and keep pushing dates a day before without continuous updates.
Their speed might be good after installation but until installation they have Very poor and slow pre-installation checks process and updates, thus harassing clients.
Reviewer
Dimitar
Location
Brentford
Date
15/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Horrible Horrible Horrible service, that was the most most most disappointing service ever. They lied about everything. Lie after lie. Next week I’m going to the court to sue them. That was the most disgusting money stealing that I have ever seen. Horrible, Horrible HORRIBLE service. I am disgusted by you all guys. Liers abs robbers. Go to hell
Reviewer
Andrew
Location
Portsmouth
Date
15/05/2022
Ratings
Speed
3.00 stars
Reliability
2.00 stars
Comments:
***Please avoid at all costs***
The speed and reliability are OK, but the customer service is truly dreadful. You'll get your deal and then 18 months later you'll have the worst possible experience trying to renew, and you will end up paying a lot more. Please read the other reviews. This is the the first complaint I've ever written online, but I've been trying to get through to them for about 3 weeks now, and when I finally do get through, I just go around in circles trying to get a decent new contract sorted.
Please avoid, there are many more suppliers that offer better customer services. I deal with many broadband connections for my customers, and no others are as bad as Virgin.
Reviewer
S lewis
Location
Worcestershire
Date
11/05/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Had an issue with bt sport with tyson fury vs dillain whyte boxing fight. I paid nearly £25 and hadnt been able to watch over an hour an half of the fights, which I had money on under cards. I called customer service and was advised I will not be billed to watch the fight due to this issue, however I have had a bill today saying I have been charged for this boxing fight even though I was told I wouldn't be! My bill has hit £117 I think this unacceptable when I was told I would NOT be charged for this as I couldn't watch the first hour and half of the events! Speed reliable but services expensive and the price creeps up constantly and staff seem to lie about charges just to charge you anyway. I'm now ending my contract this month and I have been a reliable customer for 2 years now. They don't look after existing customers it's all a scam and the price goes up in contract to. I was paying 50 odd pounds a month now 63 (same service) now I'm out of contract 83 ?! All I ever use is the WiFi and I get stung for a TV package of rubbish repeat freeviee channels. Its basic and a con. Wouldn't recommend virgin
Reviewer
young
Location
Darlington
Date
11/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Absolutely Appalling customer service on trying to renew a broadband deal. Two phone calls lasting approx 1 hr and cut off at least 3 times. Eventually put through to a "retention" team and agreed a price. I told them I would ring them back after working out my finances, only to be told that there was no record of that call and that the package would cost £10 more than agreed.
AVOID Virgin Media at all costs - they are rip off merchants and the most unprofessional company I have ever dealt with.
Reviewer
Phil
Location
UK
Date
11/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What more is there to be said about Virgin Media, the WORST TELECOMS COMPANY on Earth !
Never again will I use their service, total rip-off at £79 a month for a renewal. I just signed up to 5G from Three and every device in the house, 27 devices, is working at full speed without any problems, the cost £21 unlimited data, beat that Virgin.
Reviewer
Leigh Francis
Location
Hove
Date
11/05/2022
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
AFTER 10 YEARS My bill suddenly jumped to £52pm. Called customer services and after being put onhold for 40mins and forced endure an increasing level of incompetence I decided to leave. Bye bye virgin and hello BT
Reviewer
Richard
Location
Reading
Date
11/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Got a problem with your Virgin Broadband. Forget about it. Absolutely forget about ever getting through to this modern day criminal corporation.
Virgin has made it physically impossible to get through to anyone. Nobody will have the mental resolve to get through the hour long or so wait on their annoying trash music phoneline, and if you do, you will simply greeted by somebody in a far off call centre trying to upsell you on to a more expensive package rather than solve your issue. Nice work Virgin, absolute perfection in shafting the customer in favour of your bottom line. Expect this from the likes of talk talk, but not from you. Terrible.
Reviewer
Beth Johnston
Location
Bournemouth
Date
10/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I would happily give zero stars, in every way for everything.
My late mother had virgin and she unfortunately passed away in December. I call to notify them in January and was given two options. Either carry on with her existing contract OR become a “New Customer”. As she was a long standing customer she managed to secure a very good package deal. So I agreed to continue under those terms and gave over my bank details.
However it has been anything but a smooth ride.
Having to make contact, on average; monthly, as the direct debit amount was not correct and/or services not working.
This came to ahead in March 22 when I received a bill for double the agreed amount. I called and was informed that the amount to be debited from my account was not that amount, this was showing as they had not made a manual credit adjustment in time.
Direct debit date comes around and they take that larger amount.
I called again and demanded my money back. I was directed to make an Indemnity claim at the bank, which I did.
Then in April I received a bill with an even larger balance.
I was persuaded by a virgin media sales rep that all my problems would go away if I took out a new package as I wasn’t actually on a contract - which incurs a charge, there was no direct debit set up - which incurs another fee.
So I set up as a new customer and there was a very detailed conversation about amounts to be paid and credits and account closures.
Suffice to say I sought another provider and had them come and install actual fibre to my property, not a glorified broadband speed.
To then be told that it’s virgins standard procedure to charge a month in advance.
This was never outlined to me at all during an hours telephone conversation.
So I called to close everything down. And even though I’m not in contract, or at this point, even using their service (every virgin piece of equipment was unplugged and set to the side) and that I would need to arrange for their equipment to be sent back or they are going to charge me £65.00.
Cut to now. Having spent 36 hours in their chat queue and it is only now that o have managed to get a complaint officially raised.
I am now left with a motorways length of cable at my house which is draped through my guttering, stuffed under hedges and worse - a tripping hazard as pointed out by the new providers independent regional installation team. No wonder the service was so shoddy it was never installed properly.
I will never have any Virgin Media product in my house again. And now they have merged with O2 - with whom my family have been loyal customers for years. We are also in the process of switching all mobile contracts and services to another provider. I will now actively discourage people to sign up with virgin media and I will leave negative reviews at any given opportunity so that people are aware just how this disgraceful and inept this organisation is.
BEWARE of virgin media. They are quick to take your money and make their demand for it. But if you have a problem or complaint you will passed from pillar to post and heaven forbid you suffer a bereavement.
And here is the real kicker ladies and gentleman - after all said and done. They are insisting that once the closure is complete I will still owe them £40.odd.
Reviewer
Alex
Location
Surrey
Date
09/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Speechless.
Virgin Media are in breech of contract, they cancelled our services without our consent because someone else has managed to create an account using our address. Possible fraudulent activity. 30+ phone calls to all their different call centres. Letters sent. SAR's requested. 6 weeks with no internet or TV services. Early disconnection fee charged - £180+. Complaints made and not recorded or actioned. The UK customer service rep today was SO rude to me, and was actually the worst and least progressional and most manipulative person I have ever dealt with in my life.
Reviewer
David Moss
Location
Hertfordshire
Date
08/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Terrible customer service - for the entire 18 months of my broadband contract my bill was higher than what had been agreed. I would have to contact customer services each morning th to complain, be given assurance by the agent that it would be resolved by next month the bill, then next mo th nothing would have changed and I’d have to contact them again.
They refuse to open up a formal complaint, which I’m pretty sure is illegal. You can’t complain to Ofgem as they won’t deal with individual cases, so you are stuck with this for the remainder of your contract.
Do yourself a favour and choose a different broadband provider with a company that actually cares about their customers.
Reviewer
eric J
Location
Bedfordshire
Date
07/05/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
No real issues with the service, but very disappointed about how they treat customers. My contract was nearly up so I rang 3 weeks before the contract ended and signed up to a new contract for 18th months. Should have been a smooth process, but some smarmy sounding a-hole seemed to take pleasure in telling me I didn't give them 30 days notice, so my bill sky rockets up before the new contract kicks in. What a scummy way to treat loyal customers who are choosing to stay with them.
Reviewer
John
Location
Chelmsford
Date
04/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Customer service is utterly hopeless. I cannot get a response from them about anything in less than a 40 minute phone call. They are expensive. They take loyal customers for fools by offering new customers deal at half the price.
Reviewer
Daniel
Location
Bristol
Date
04/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company/broadband ever. Avoid at any cost. Trust me they will rip you off!
Reviewer
Rob Thomas
Location
Epsom
Date
03/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a terrible organisation. Please avoid these crooks at all cost.
Reviewer
Karien
Location
London
Date
03/05/2022
Comments:
Virgin media is very unreliable. I can’t remember the last time we didn’t have problems. I’m currently trying to do work but haven’t been able to do any as my internet isn’t working!!
Reviewer
Vaidas
Location
London
Date
01/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Actualy for the speed and its reliability cant complaint much as its been always solid.
The customer service on the other hans doesnt exist. You need to wait 30min to be heard on the phone and then their service desk is the most useles on earth. Ive been with virgin for some od 8-9 years and i had enough of them. The contract i sign with them they constantly charge more and more. They dont give deals to people who use the Virgin networ already, that they give to new customers, wtf is that ? Quit and look for alternatives
Reviewer
ALICAN
Location
Croydon
Date
30/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
###Avoid at all costs###
This company is robbing people after changing my location they automatically decided to extend my contract and change my package without my acknowledgement before moving house I gave them three locations and they do they told me we cannot provide fibre broadband so can I end my contract now you still have to pay for your contract I finally found a property which I can provide fibre broadband and I’ve changed my contract without my acknowledgement from £28 to £52 Who pays that amount for broadband nowadays fck joke.
I cannot believe this is how virgin media does business i’ve been arguing for the past of one of years to resolve this they keep telling me yes we have Applied the discount back to account every month I’m just getting the same amount of built over and over again
Reviewer
Marta
Location
Leeds
Date
29/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One of the worst company you can be in contract with cause if you do they start charging whatever they want. If you don’t want to go skint with their prices choose any other broadband. Oh and service is so sh**it that it doesn’t work in the same room as the router. Worst customer service and poorly speaking staff. Avoid please avoid I can’t give minus 1 start otherwise I would.
Reviewer
Thejaswi Chikkaswamy
Location
Shirley
Date
29/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I told you guys to fuck off from my place and still not sorted. Its now with Ombudsman sort out the issue and compensation as you have not sorted the issue after numerous complaints.
Reviewer
olivia
Location
london
Date
28/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
This is the worst experience i have had dealing with a company. It is impossible to get hold of anybody. They blatantly don't employ enough staff and have decided that frustrated customers is worth the extra profit.
If you can avoid using them do. Absolutely awful.
Reviewer
Chris
Location
Guildford
Date
28/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
The technical support is useless, we had to explain to them how DNS worked. All they tried to do is sell us a more expensive package as if that would solve a DNS issue with their hub.
Tried to cancel and it took 16 hours of people trying to sell us rubbish we don't want or need when all they had to do was cancel our out of contract account. Absolutely focus on profit over customer satisfaction.
Lastly although the download speed is 20mg faster than others you pay double for that and the ping time and upload speed are much worse. It's a con.
Avoid at all costs.
Reviewer
Jamal
Location
Birmingham
Date
28/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Kit
Location
London
Date
27/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The customer service is so bad it caused me to leave
Reviewer
John
Location
Ealing
Date
27/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Everything about them is awful. Chose them over BT, regretting that decision but stuck in this contract.
Reviewer
Sahan
Location
Bradford
Date
27/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Service set up 1st Feb, engineer booked 5th Feb, cable wasn't working so just router fitted n cable repull scheduled for 18th, then cancelled again n rescheduled till 3rd March, that got delayed to 18th March. 18th March comes by, no engineer, rang up only to be told to speak to construction team, who said it'll be done within a week and that half the work has already been done. It's now 27th April, over 3 months have gone by, I am without any Internet, and no one is telling me when this work will be done, the construction team says my account only came into their systems 4 weeks ago and they can't confirm a date when the work will be done. The customer service team says they can't even try to book a date as they aren't permitted to. All they could do was file a complaint. I'm still being charged per month for the service even though I have no Internet. I do NOT reccomend virgin media at all. They are useless and do not even try to provide help, half the customer service agents don't understand what you're telling them.
Reviewer
Thomas
Location
Deeby
Date
26/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely a waste of time ring them atleast once a week after wifi cuts out constantly then can't connect and even when it is connected never get quicker than 20mbps on one of there highest packages Absolute joke
Reviewer
James walker
Location
Hamilton Scotland
Date
22/04/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Not a happy camper, my TiVo box started to break down so I phoned customer service at first I asked for a new v6 box witch I should’ve got when the contract started not even a year ago, but she said because I’m in a contract I would have to pay for the new v6 box I contested that but to no avail, so I agreed and payed for £35 because of that she would send an engineer to connect it saying it would usually cost £99 but wavered it but now there’s no engineer coming it’s getting delivered by yodel so I will have to connect it myself she said she would raise my broadband speed up to 500mb But I pay for 350 mb anyway tried my broadband speed it’s still the same,she did send a SIM card worth £50 but it’s no good to me it’s a different email add, what a sorry state of affairs with customer services I’m seriously thinking of going with another supplier and been with virgin for around 12 years, she asked me to Wright a review for her on her performance but not now abbi abbi Sarah.
Reviewer
Nina
Location
Cardiff
Date
22/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constant harrasment from virgin
The guy who picked up was brilliant..
Customer service couldn't stop the calls, emails, texts and letters to harrass me on an error that VIRGIN made. Either procedures are limiting and not customer focused or the company doesn't care. Bought virgin as was sold on their world class speed internet.. had nothing but issues and it's anything but world class! Constant drops, speed lag and excuses. Been told multiple incorrect things when I got in contact to solve the issues or complain.
Reviewer
Angus M
Location
Airdrie
Date
20/04/2022
Ratings
Satisfaction
5.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
ian wolfe
Location
Plymouth
Date
20/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i was with Virgin a few years ago,i would give them a other go,what a wast of time ringing them today,i talked to nice woman on the phone,i passed there test to have virgin,even the boss of virgin help me today,the man i talked to the other day failed me on the same test,and blacked marked,and missed up my good credit rating,i am planning to talk to CAB,and talk to my mp about this matter,i want this to goto court,virgin are still going down hill,and most of the staff are rude and out of order,keep away from virgin,find a better one to go with.
Reviewer
Mathias
Location
London
Date
19/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid virgin at all cost. Activated our fibre Wi-Fi 11 days ago and I can’t even have a zoom meeting without it freezing. When we called for help and/or to cancel they told us they sell broadband not Wi-Fi? So I should connect my laptop to the router at all times….
I’ve been on calls with virgin for more than 2 hrs and what a shameful company. They had no solution to offer, no offer of help or a booster. Zero customer service.
Reviewer
Juliet
Location
Dorset
Date
16/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The most ignorant support ever going, i had notified them by phone of the lousy b band that i was getting, over a period of 3 months, i cancelled the service when they told me that they would give me the fastest b band for the same money, i did not want this, they are obviously aware that the speed of b band they advertise is not true. trading standards and Ofcom should get involved, i cancelled my b band giving them more than 30 days notice, they then put on my credit file that i was a bad payer, that is yet another lie. I will never use them ever again. to add insult to injury they demanded that i sent the modem that i was given for free when i joined 2 years earlier.
Reviewer
Dan
Location
Leicester
Date
16/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
The speed is very good although I did experience lost of WiFi for no reason on occasions. My main complaint is that there is ZERO CUSTOMER SERVICE, if you have any issues at all be prepared to wait, a looonnnng time, if you require to speak to someone more senior than a call centre assistant forget it, 5 calls requesting a call back due to being over charged and nothing, the best bit is that the assistants I speak to don't have the authority to sort it out! Unless you are planning on staying with Virgin FOREVER, DONT BOTHER, TERRIBLE!
Reviewer
Josh
Location
Huddersfield
Date
15/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have had the worst customer service experience with Virgin Media I have ever experienced. I called complaining about a WiFi issue and was told they would put this through to Ofcom and if they could not resolve the issue within 30 days I could cancel my contract without an early disconnection fee, I was then told after 30 days when the issue was not resolved several different reasons for why they would still charge me for an early disconnection fee. These included that they handed booked a technician to come out (which I had not been told needed to happen), that they had not logged the call, and that they had not put this through to their ofcome team. I was then told I could cancel with no early disconnection fee but to give them 30 days notice, when I complained about this I was told they couldn't give me a disconnection fee. I have spent over 10 hours on the phone to them over the past month and have never been spoken to so rudely, at one point I had them shouting "do you think I'm lying to you" down the phone to then realise that he was wrong and say i can now "see why you're saying that". I have been told they have put 3 complaints in but they have only been able to find records of 2 of these, I have been told complaints have been closed then I have been told the same complaint is still open. I have been promised several call backs from a manager, non of these have happened 2 weeks later. I have been put on hold without being told, I have been hung up on, I have been told they have called me and I did not answer when they have not. My issue has still not been resolved, and the only way I can easily resolve this is by paying them 160 pounds (a number that has gone up and down the several times I have spoken to them) or to continue paying for Internet that barely works. I wish I could give them 0 stars.
Reviewer
S Downes
Location
Perth
Date
15/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Lost broadband service for over a month. Repeated calls to a customer service centre who are incompetent. Told there was an intermittent signal problem in the area and that engineers were working to fix. On the 7th call I was able to speak to someone who was in the UK and an engineers visit was arranged the next day to the house and fixed. Told I would be entered into the Virgin Automated Compensation scheme for £8.06 per day for loss of service . Virgin Media refusing to acknowledge this and my case is now with the Ombudsman.
Reviewer
Nick
Location
Ealing
Date
14/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible service. Unreliable. Unresponsive. Save yourself the trouble and go with someone else.
Reviewer
Jay George
Location
London
Date
13/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I've experienced nothing short of horrific customer service over the last few days.
I tried to carry over my Virgin broadband to my new property. I was moving on the 8th, but got disconnected on the 6th (more detail to this but it was a huge problem since I work from home). Virgin could not reconnect me for the 2 days following this mistake…
This cost me £10 in data passes to my mobile phone company because I had to tether. When I got to the new house the broadband didn’t work—even though it was claimed that it should and it’s a Virgin line.
I had to be passed around 3 diff departments / 1hr call to troubleshoot.
I finally got through to the faults team who said they need to send an engineer out but the system was down. Said they’d call me back. Surprise surprise—no return phone call.
At this point, after about 3 hours dealing with various incompetence, I’d had enough & wanted to leave.
I’d already been charged ~£40 for April for—at this point—a non existing service.
I found a much more competitive package at Vodafone and signed up.
I’ve been trying to cancel my Virgin package today and I’m being told that my last day will be 12th May…
I tried to explain to the “I’m leaving” team that it’s not fair for me to be charged for April since 1) Virgin messed up my move 2) I don’t have access to any services.
Got passed between 2 customer service representatives. Neither could understand this, just wanted to read their script.
Apparently someone was going to phone me back (of course they didn't).
At this point I just wanted a refund for this month for charged services that i don’t have access to. It’s not hard, and it’s fair.
There is absolutely no way I am going to waste my time calling them or ever using them again.
Reviewer
Trefor Lloyd
Location
London SE22
Date
09/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Once they have you, they do not want to let you go!
VM Broadband was OK, but expensive and were slow to deal with problems. However the problems really started when I tried to leave. VM’s strapline is “stay connected” and now I know what that means. Website does not have a leave route, no email, and no pickup even on the phone. Ended up writing to their Head Office three times, and then just stopped payments. I went to the small claims court who agreed in my favour, and still VM have not paid the amount the court agreed, I think they assume they are big enough to ignore a court.
I am not the first, and probably not the last, Trust Pilot have 61% “bad” scores for Virgin Media, so I would strongly recommend you go somewhere else.
Reviewer
T Chudasama
Location
Ng44fd
Date
09/04/2022
Ratings
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Landline down for a whole week forget complaining as you will robots on the other end who don’t understand what you complaining about. With the high prices they charge there is no compensation as not all your services are down ? So have now decided to leave them after 33 years with them
Reviewer
Helen
Location
Peterborough
Date
09/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking service not worth the money
Reviewer
David
Location
Manchester
Date
08/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Truly the worst customer service in the world...if you want customers service to treat you with disdain and being awkward and unhelpful the go with virgin media.....YOU HAVE BEEN WARNED
Reviewer
Jana
Location
London
Date
07/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs! I have been waiting for my service to be set up for 1,5 months and still not working. The appointment for the technician was scheduled 3 weeks after the contract was signed which was already shocking but then it was postponed by another 3 weeks without even informing me, I only found out when I called them. I’m speechless about this poor customer service. Absolutely unacceptable!
Reviewer
Nikki
Location
West Midlands
Date
07/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Terrible customer service is none! They have good services and most of the time reliable but if you have a problem your on your ear they do not care. I’d say but the service it’s self is good but then I think actually it isn’t because they make you pay for it and there are better companies that have good services but also actually care amount customers and not just profit margins I would never recommend this company
Reviewer
Jon
Location
London
Date
06/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Moved house as an existing virgin media customer and although speaking with moving team and transferring service to new address was charged the total remaining contact amount in one direct debit, plus a fee for not returning the hub (despite agreeing this would be needed in the new address).
Once service was finally transferred, monthly bill was almost double the contact I had originally entered despite Virgin already taking the full contract value from my bank without notification.
Have been unable to access my online account and money has been taken out for the hub, new monthly fee even though I don’t owe anything.
Similar to other reviews, have been passed around several disjointed departments - have been told the issue has been resolved twice now but still no resolution.
I thought this was just a one off case and I was unlucky but after investigating there is severe underlying dysfunctional operations in the organisation and no one is able to take responsibility to fully resolve a clear issue.
I would never want to buy anything from a virgin brand again after this. It’s remarkably bad.
Reviewer
Adrian
Location
UK
Date
05/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling company. Terrible customer service, tricks you into other products and internet is incredibly poor quality . AVOID AVOID AVOID
Reviewer
Krzysztof Drezek
Location
UB35LU
Date
05/04/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unfortunately, but after 17 months of the contract, I find that the company has very poor contact with the customer, the link often fails. I pay for 350Mb / s link, of which I usually had less than half of that, and in the last month they broke all records where the speed dropped even below 5Mb / s. Unfortunately, contact with customer service usually ended with the fact that they did not see any problem at home, the link returned to normal for a while, and then the fun started all over again. Today I have decided that this is the last month of my cooperation with this company and as it turns out I have been waiting four hours for any answer in the chat. Bravo for the approach to the client ...
Reviewer
Amin
Location
Northwood
Date
05/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Due no loyalty and price increases I moved to another supplier.. at the time I was assured that I could take my email to the other supplier. However after 3 months I was told by virgin media that the email belonged to them and I could not use it as I am not with them. I had the email 20years before I joined virgin media. Horrible company do not join .. be warned
Reviewer
Stew
Location
Ashford
Date
05/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Awful experience they cut off my internet during installation and left with me with nothing, no engineer to fix it even a week later, I had to fix it myself. Customer services not interested, engineer booked but didn't turn up. Tried to cancel my account but they refused! Had to cancel in writing and just ignoring them now. Avoid!!!
Reviewer
Ellie
Location
Leeds
Date
03/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was missold an offer in which I would be given £100 off my bill only to be then billed this without this taken off. Tried to contact customer services on 3 occasions: email took a week for an automated response; first phone call was told i would be called straight back then never rang back; second phone called answered then immediately hung up. Worst customer service ever received. Also, upon trying the 500mb wifi the most i can get it’s around 280mb often dropping as low as 47mb. Shocking service and shocking wifi.
Reviewer
Alison Bailey
Location
Warrington
Date
31/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Husband receives a massive bill because our contract has finished, no notification of that, at all.
Treating existing customers, despicably, we suggest you don’t bother with them. Computers are down we can’t deal with you, from a broadband company
Reviewer
Bee
Location
Bristol
Date
31/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please please please do not use vrigin media. This is the first time that i am reviewing and i am reviewing to save your life from Hell. IT IS DREADFUL. I have called 12times to fix my bills, plus you do not get the guaranteed speed. Also, they will not send me the return slip to send the broadband back. Avoid at all cost.
Reviewer
Musa
Location
Shush
Date
30/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shush your rubbish
Reviewer
Marcelous
Location
Oldbury
Date
30/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful customer service. Took 17 hours of waiting on the phone over 4 days to speak to the right person, who I barely understand due to their foreign accent and poor English. Engineer installed the finer cable box outside my house on the 23rd of February but did not did not install the broadband to the external cable box. There were no hub installed or provided to me, all I got was a fibre cable connection outside my house and that’s where it ends. No internet connection or equipment to enable me to receive internet supplied or installed. On the 3rd of March they sent me a bill for £55 for broadband charges, a service I was not provided with. When I rang them to explain the issues I as passed to 17 deferent staff located from all over the world. None them helped in the end and most were rude and lack experience.
I then sent a letter and a copy of the contract to cancel the contract. On that very same day of sending the cancellation notice I phone virgin to cancel the contract, it took 2 hours and 4 different staff from around the world in the so called retention department and even then I got no where. On day 31 of they sent me another bill, which did not go through because I canceled the direct debit payment . I rang them again and after been passed to 6 different staff and departments I finally was put through to a staff in the uk who finally understood the situation and canceled the service. Never again! SAVE YOUR SELF THE TROUBLE, STAY AWAY FROM VIRNIN MEDIA!!
Reviewer
Zoot Terry
Location
Northamptonshire
Date
29/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Yes it really is as bad as everyone else says. I’ve only given one star as there isn’t an option to give zero stars. Like many others’ experience the service offered by Virgin Media is so terrible on so many levels.
The advertised speed and connectivity only applies with a wired connection and by the admission of the engineer that attended my property this does not apply when connected via Wi-Fi. I never had any issues regarding speed or stability of the connection with Sky and the type and number of connected devices was exactly the same.
Virgin Media customer services is an absolute joke and worse than the fact that the connection doesn’t support stable internet. I begged and pleaded for an engineer to attend to check the equipment/connection after many many circular conversations about whether or not there was a fault. Yes there’s a fault! Do you think I ring up wasting hours of my time for fun?! Engineer attends and confirms that nothing can be done about the wireless signal, it is just poor out of the box. Unless it is wired nothing can be done but now do you connect an Ethernet cable to an iPhone or a Now TV stick??
I’ve asked to cancel the service under the 14 day cooling off period four times under four different conversations. I’ve been hung up on three times by contact centre agents and wasted hours and hours of time on the telephone. Now told it is a 30 day disconnection so I’ve cancelled the direct debit and I’ll see you in court Virgin Media for breach of contract and false advertising.
Reviewer
Giacomo
Location
London
Date
29/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rated 1 out of 5 stars
Just now
NEVER JOIN VM Terrible - Is this legal ?
I've been with them for more than 3 years. In October 21 I moved home and I kept the broadband under VM the assured me connection was perfect an no issues...
1st LIE - I then discovered there was an issue opened from April 2021
I opened a complaint as they confirmed the issue will be solved by the 1st of January 2022 and entitled to compensation once the issue is fixed. Asked if I could leave and they confirmed I will have to pay penalties.
It's now March 22 and the issue in the area is still there (now due to be fixed April 22)
Still can't have compensation and the issue is not fixed but, and here is the amazing part, the tariff went up. The increase doesn't have to wait the issue to be fixed.... ABSOLUTELY RIDICULOUS
Just to give you an understanding of the issue
Connection is intermittent - often not working
When it works I don't receive what I'm paying for (I'm paying for 200VM I receive 70 less than half)
Final thoughts
If you are in NORTH LONDON and you have a job that requires a internet connection DO NOT JOIN Virgin media.
Competitors is this areas are better - all our neighborhood is switching to BT with no issues at all.
Reviewer
Ian H
Location
Worthing
Date
28/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Absolutely appalling customer service from Virgin Media. We've had their broadband service for a few years then contacted them a week before we exchanged contracts for our recent move.
The person we spoke with told us we could take our existing Virgin Hub with us to our new home, and the next day after the move plug it in and our service will continue.
This turned out to be a lie.
It didn't work so we spent an hour waiting to get hold of someone and when we did they stated that we were given incorrect information and that we needed an engineer to visit and install for us.
So, we decided to cancel our contract and return our hub... we've endured patchy customer service over the years from Virgin Media and thought we'd take the opportunity to go with BT instead.
Contract cancellation was confirmed on the phone with Virgin Media and we also then cancelled our Direct Debit. A few weeks later, they send us a new hub, which we put to one side thinking they'll then twig they didn't need to send it then ask us to send it back. They're so disjointed as a business that it's still sitting in our dining room awaiting collection.
But the sting for us is that a few months later we receive a debt agency collection communication that we owe Virgin Media money… which we don't as we cancelled and it was confirmed on the phone by a Virgin agent.
We've now spent a few hours over the last fortnight calling and communicating with Virgin, asking them to listen to the phone recordings, and then cancel this debt that we don't owe. Eventually, we speak with someone who states that we did owe for a disconnection notice and we agreed we'd pay it. It was £61.
We've now been presented with a bill for £82, more than the amount agreed. It's just insane. We're both self-employed so spending more time chasing Virgin is time we could be spending on billable activity for our business. So, what do we do? Pay it and put it down to experience? Just leave it, and see if the Debt Collection Agency comes back again?
I've never experienced anything like this and I'm hoping that someone senior in Virgin Media will see this and other posts and actually initiate some change within the organisation. Each department is like a silo, operating independently of other departments. Why they can't get aligned and actually offer a joined-up customer service is ironic, given they're in the communications sector.
I never want to use Virgin Media again and indeed it puts me off potentially using other Virgin branded services. I wonder what Sir Richard makes of this? I wonder if he really knows just how poor the customer experience is? Happy to have a 1-2-1 call with Sir Richard if he's up for it.
Reviewer
Adam Murphy
Location
Manchester
Date
28/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you are thinking of getting Virgin broadband/fibre ..DONT!! I had their 'super fast fibre' installed in January 2022 and since then I have had nothing but problems. The signal is weak to devices upstairs ..less than a metre from the router, connection to my desktop computer and laptops is exceptionally poor with the dreaded 'connected no internet' status. Despite several calls to the call centre based somewhere on the Southern Indian continent I am still stuck with this product. I have asked several times for an engineer to call to my home, but have been advised by their staff to take all my computer products to a computer repair shop as they are the fault ? Wish I had stuck with Sky, at least that worked all over my home.
Reviewer
bart
Location
northampton
Date
28/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
service compare to price that have to pay them is worst ever seen. try to disconect from over one hr from them !!!!!
Reviewer
Susan Harrison
Location
Bristol
Date
25/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Basically I had a lot of issues with virgin media over the years, and a new issue happened, I contacted them nearly two weeks ago, and after speaking to four different members of staff, and getting nowhere, a manager took over the case, and booked a call for Monday and it never happened, then a new call was booked for later in the week, that never happened, and I am still waiting, and when I call virgin media no one believes me as none of this information is on my notes, and I just end up going round and round in circles, and get nowhere I would not recommend virgin media there customer service skills are terrible
Reviewer
Krystyna
Location
Date
22/03/2022
Comments:
By far this is the worst company I have ever encountered in my life! Not only they're unprofessional, their customer service is ridiculous and they're STEALING MONEY from their customers!
I have been virgins customer for a year and when it came to moving homes and closing my broadband account the whole process was a pain since day one!
Not only my account hasn't been closed for a YEAR at this point, but I've lost over £500 due to direct debit collection that should not take place!!!
After months and months of trying to solve the issue with customer service, who for most of the time was rude, unprofessional and arrogant, I still have an open account, and payments are still being taken off my bank account for services that I don't use anymore!
This action is illegal and I shall speak to my lawyer at this stage, as no one in virgins company wants to admit to a mistake and return me my money that they've been stealing for a year now!
DO NOT SIGN ANY CONTRACTS WITH VIRGIN!
DO NOT RECOMMEND!!!
Reviewer
Nikayla jonwa
Location
Halesowen
Date
21/03/2022
Comments:
Misled into a sale!! Promise of a voucher for amazon and never recievied it. Cannot talk sense with anyone, they made me go with them instead of Vodafone and misled me into a sale. Shambles of a Company, also quoted 3 different prices for broadband. Avoid these cowboys will be reporting them
Reviewer
Ross Hutchison
Location
Livingston
Date
21/03/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
I have had virgin broadband for 20 years which supplied good broadband however. The cost of the service is over double their competitors and the customer service is so very very bad and you cant trust the operator. I called them and waited a long time (which I had to pay for) I then asked for them to cancel my broadband and mobile contract - they didn't and I have called twice! I am running up another costly month (this has happened twice!) Very poor.
Reviewer
Muls
Location
London
Date
19/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish. Do not even have service yet. Two appointments were never kept. I spent those two days with customer service waiting answering same question many times. Still no resolution. Will contact regulator. Rubbish company, Rubbish customer service and basically rubbish overall. Will try to change provider, but they want me to pay 240 pounds to leave, even though I have not had 1 second of service.
Reviewer
Evon Boules
Location
S11 9EB
Date
18/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service give wrong information. Today I called them because I do not have internet in one of the rooms. They said they will sort this problem and give me a SIM card with 10 pounds extra, I agreed then an hour later they rang to change the price and said I can't go back to my previous account although it was their customer service mistake giving me wrong information and I have never accepted the change in my package. Phones should have been recorded which is a proof. I will never trust their customer service again. Internet is very poor. They say 100 MB but one of the rooms in the three bedroom house does not have any signal. Poor service, weak internet, unprofessional customer service
Reviewer
Michael Moody
Location
London
Date
18/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Finally, after 10 years of bad service and prices just going up and up, there is a new (Fibre cable) half the price alternative "Community Fibre", so I spent the whole of yesterday trying to give 30 days notice to cancel, first by phone (that was the first wasted hour) and finally they hung up on me, then I went online to their chat (another wasted hour), I tried texting (as they advised on their site) they kept asking me the same 10 questions, individually / relatedly for about 2 hours, then they passed me to WhatsApp, asking me the same, individually / relatedly for about 2 hours, and then finally they told me (after 9 hours of this) that all their agents had gone home at 5, now this morning they have started asking the same questions again (which I have already answered all of them about 20 times, 1 by 1 (at about 5-minute intervals)
Reviewer
Nikhil
Location
Wakefield
Date
17/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor internet connection and unprofessional customer service. Not reliable.
I moved home recently and notified VM well in time. I was assured in every communication that the installation is going as per initially planned date and nearly 1 business day before I was given the shock by email that the installation has been postponed. I stayed on calls for hours without a resolution or support for the time being. No one apologies either for this mess. Another disappointment came in when my connection was disconnected a day before expected despite my special instructions to the web chat team when I notified about the move. My wife and i work from home and dependent on internet. Rather than working and thinking out our move I again stayed on calls for hours to get this sorted. Not surprised that had not received a satisfactory resolution. I had to buy a temporary portable WiFi from another provider for interim internet service. My installation was rescheduled twice and now temporarily suspended till further notice. We have now moved to another reliable provider.
Reviewer
nathan
Location
Bracknell
Date
17/03/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
ruined by terrible customer service.
Reviewer
Lucy
Location
Brighton
Date
17/03/2022
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
If I could give zero stars I would
If I could give zero stars I would. 3 whole days on their ‘helpline’ and over 300 WhatsApp messages and still no answer to a really simple question. HOW do I leave? I refuse to pay double the price they are advertising to new customers
Reviewer
Zan
Location
England
Date
17/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Reported to ICO, Trading Standards and CISAS (all regulators)
Shocking service. Swore at me over the phone, and now will not provide their recorded calls for me to use. Wont answer to Subject Access Requests either.
People need to do the same to make the regulators aware.
Reviewer
lynneconnolly
Location
WARRINGTON
Date
16/03/2022
Ratings
Speed
1.00 stars
Comments:
Cabled broadband is good. That's about all there is for this company., We've been with Virgin Media for a very long time, but during the last 2 years the customer service has got worse and worse. Just when you think it can't get any worse, it does.
Switching was difficult. They claimed we signed a new contract for a phone line only, which we didn't. We cancelled everything. We spent hours and hours on the phone. If you're transferred and they can't persuade you to stay or to buy something else, they cut you off. Happened to us too many times to be a coincidence.
Wireless connection is poor, you can't even get it at the back of the house. They sent us a pod, but it didn't help. Our internet box has been on the blink for a year, but they won't send us a new one. The engineer came and put in a new cable. It wasn't the cable, we all knew that before he started.
To make it all worse, when we finally got it sorted (we think, though there's no guarantee) they sent us an email to get their kit back and none of the links in the email work. There is no email address you can actually write to, and if you try the "speak to a person" link on the website, you're told to install and use What's App instead.
Don't use Virgin. Just don't.
Reviewer
Vidas
Location
Mottingham
Date
16/03/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
every year the price goes up.to talk to a live person in case of a problem with the service, you need to call several times.lately, there is very often no internet
Reviewer
Linda Summers
Location
North Somerset
Date
15/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling customer service, call centre is in the Philippines, so line is distorted keeps dropping out. I called to cancel my installation many times, call kept dropping out, they don’t ring you back and read from a script when you ring back and try to tell them this is the fifth phone call to cancel installation and keep putting you through to different departments and every time you have to go through security with each department, even though it’s the same phone call. So glad I didn’t end up having my broadband with them, lucky escape.
Reviewer
Maz
Location
London
Date
14/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don’t trust this company they thief’s
I renew my contract 18 months ago with them they offered me £28 a month faster 2 month start taking £59 a month after 12 month start charging £69 I called them from first month every time they lie do you want to lose is your choice I’ll pass this message to everyone to not get ripped off by them
I don’t want to hear Virgin Media anymore in my life
Don’t trust them when they try to renew your contract with new offer they all lying to keep you once you sign new contracts you’re stuck with them for another 18 month and you give them permission to rip you off.
Reviewer
Ehsan Salim
Location
UK Glasgow
Date
13/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company I have ever had to deal with. Broadband really faulty. Utterly rubbish customer service. Even if it’s cheaper please avoid. It’s not worth it. shambolically Shit.
Reviewer
Purple aki
Location
Council house
Date
12/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shit.
Reviewer
Abigail Palmer
Location
Hove
Date
12/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely disgusted by Virgin Media DO NOT USE AS A PROVIDER. I’ve had an ongoing complaint with them since November. They confirmed they have to resolve complaints within 14 days and in January as it had been 2 months they took full responsibility of their internal failings and cleared the full balance on my account (I received a letter in Jan confirming this). Virgin illegally sent my account balance to an external debt collection company when the complaint was still active and without my knowledge. They apologised and admitted their error and said their Credit File Amendments team would remove this from my credit record within 21 days. 2 months later and multiple emails to that team, they have not responded once or tried to resolve. After calling Virgin multiple times this month they said the balance they confirmed they cleared in January is still pending and their Credit File Amendments team haven’t resolved their error. The worse customer service of any company that have damaged my credit record through no fault of my own and after 4 months I’m still chasing them to resolve!!
Reviewer
Alan Fordham
Location
Bedford
Date
12/03/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Although the broadband is ok I could never use this company again because of the sheer pain of leaving. You cannot communicate termination online, only via phone (chargeable number to many mobiles and huge waits, disconnections etc) and post (really?). After all that they have then charged me an early disconnection fee - my contract had finished but the difficultly in the process meant I hadn't provided the full 30 days. There is more but you get the idea...
Reviewer
Ziya Adnan
Location
London
Date
11/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Worst Customer Service I have seen in my life time. Take my word, stay away from this company, any other internet provider will be better. Can not wait for my contract to end and I will stay well clear of this company.
Reviewer
Janine Johnson
Location
Dunfermline
Date
11/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Following announcements of the price rises at the beginning of the year, phoned to end my contract with no penalty. Was assured this would be actioned. Two days later received an email saying I’d signed a new contract. Complete lies and fantasy. After two weeks, when notice of cancellation still hadn’t shown up on online account phoned again to complain. Despite two weeks remaining of the notice period my TV and internet were terminated that evening leaving me unable to work, shop or even call the company to complain. Shocking service and probably not even legal. To add insult to injury, Virgin then took a direct debit covering the period after the service had been terminated. They then sent someone the very next day to my house to collect the router and TV box before I’d even had s chance to unplug them. Talk about keen! At considerable expense I then paid to have an emergency phone line installed by BT Openreach so I could have some kind of Broadband service then called Virgin AGAIN who told me I was in credit and they would return the credit balance by cheque in FOUR MONTHS. In total spent over six HOURS on the phone, was without internet or phone for 4 days so unable to call emergency services when my daughter was taken ill. Unable to work from home so forced to take unpaid leave. Wasn’t once able to talk to anyone with even a basic command of English and fed up of messages telling me staff were busy and to go online when I had no internet and no router as they’d taken that as well. I cannot urge you in any stronger terms to stay away from this company if you value your sanity and safety and security of your family. I haven’t even had anything g resembling an apology and they kept sending me emails even now asking me to recommend them to friends. You couldn’t make it up.
Reviewer
Kent
Location
COVENTRY
Date
07/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up with Virgin about 4yrs ago and service went from bad to worse but couldn't stand the hassle of moving. Eventually with constant issues of no broadband and unable to get hold of these guys when you need help I decided I had no choice to leave. They are shocking at customer service they don't know what the meaning is. I spent 3Wks trying to get through to them for help which even that was poor and went days without Internet hoping it might suddenly return. I then tried to call to cancel, I got cut off and kept on hold for over an hour each attempt. I would suggest anyone is better than Virgin so don't waste your money, to e and effort with them...
Reviewer
Antony
Location
Huddersfield
Date
04/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Unprofessional and Dishonest Company.I contacted virgin to discuss a contract renewal and agreed a price for the same services as i am on now of £85.got a contract the next day 1st payment £107 then £95 per month.so called retentions team and spoke to Carolina in India I think andasked to cancel the contract.she said she could beat that price with all the same services and quoted me £55.25 per month which I agreed.today I get a new contract next bill £161 77 and then £135.50 per month.there is something going drastically wrong with this dishonest company and after been with them since the ntl World days I am now when I can get through cancelling my contract.
Reviewer
martin
Location
macclesfield
Date
02/03/2022
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Solid and dependable but very average wi fi strength and speed compared to BT
Reviewer
Saransh
Location
London
Date
01/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I was moving into my new house on 20th, I purchased the Virgin Media Plan on 14th February. I was told earliest installation date will be 02nd March. Because of storm, I understood okay, I somehow managed days in between by mobile hotspot (bought a range extender as well because mobile network is not available in all rooms) and daily 3 GBP I started spending for internet to do Work from Home.
As it was 1st March, I was waiting for next day when wifi will be installed and things will be relaxing, I got a call from installation team on 1st March at 18:45 informing me, Sorry, your address is not serviceable and we have cancelled your installation request!!!
It took them 2 weeks to say that.
How disappointing. I am just giving 3 stars to speed and reliability because I have used it in past. But, this time my experience was so bad, I have suffered financial losses during this time and will be suffering a little more till the time wifi gets installed. They're just sorry for inconvenience.
They're very quick in taking payments and setting Direct Debits though!
Reviewer
Ade
Location
SOUTHAMPTON
Date
01/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could leave zero stars, I would. I have been with then for over 10 years but this is it. They disconnected me for no reason. I called to cancel my contract and I had 30 days cancellation period from date of call but to my surprise, they disconnected me in less than 24hrs working day. I called on a Friday evening n I was disconnected Monday evening. Since then I have been calling and they keep passing me from one perso to the next. The most annoying thing is they all say I have been reconnected and should use the Internet in few hours but when I called again the next day, I was told nothing has been done and I am still disconnected. Why lie? Avoid at all cost. Service is always down everyday anyways!
Reviewer
Nas
Location
West midlands
Date
28/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media is absolutely ****. Do not ever go with them. Main lines been damaged for 2 months. After 2 visits they realised the main lines have been damaged. Now after three weeks they rescheduled the appointment and postponed for another 4 weeks. What a joke! I call customer service up and they just say nothing can be done. They didn’t notify me about the rescheduling.
But imagine 2 months without stable wifi. WHAT A JOKE!
Reviewer
Thanh Ha Bui
Location
London
Date
28/02/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One word. Crooks. Virgin media is the crook of the year. High fees with low internet speed. When I filed a complain about my on going slow speed, I was told if the speed suffice when they do their assessments, they will issue my refunds. (I pay for 350 MB download speed, I get 80 MB on lucky days, the minimum I should get is 180MB as said on the contract). Coincidentally on the week they test my network, my network speed exceeds 375 MB....no issue was given except the fine that was given in for putting in cancellation notice a month before my contract ends.
In terms of network reliability, expect a wifi cut out in the middle of your movie.
Customer Service was somewhat ok, it's not really their fault, they do try to help. Some however, seems pretty clueless. I hope this post saves you the trouble.
Reviewer
Hassan Elmahdey
Location
London SE10
Date
28/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Comments:
BEFORE YOU CHOOSE VIRGIN MEDIA PLEASE HAVE A READ OF MY EXPERIENCE SO FAR
I have had the most horrid experience with trying to get Virgin Media broadband, I signed up on 11 January and was told that I would be up and running on the 29th January,
It is now 28 January and all I have got from Virgin is Lie after Lie after lie, pre-installation team blaming construction team saying the road outside my house needs to be dug, up. after many, many calls to the preinstallation team, I finally got to speak to the construction team who clarified that AT NO TIME DID THET GET ANY REQUEST FOR WORKS OUTSIDE MY PROPERTY and that all it required was minor works, I was supposed to have engineers allocated to me on the following timeline
Saturday 19th - this was cancelled as apparently, they had engineers coming on 21 Feb
Monday 21 Feb - No-one turned up to do the minor works, rebooked for 25th
Friday 25th - I have been advised engineer turned up but did no work, took some pictures of where the cables need to go, bear in mind he was supposed to be coming to do the cable work. rebooked for Monday 28th
Monday 28th - it is now 15:45 - I spoke to the preinstallation team again and have been told that an engineer has been allocated to me for the cabling works but they have no update as yet.
I am supposed to have the Equipment installed tomorrow - this installation has been delayed and pushed back at least 6 times all because the pre enablement engineers keep not showing up or if they do, they do not carry out the works that are required. so who thinks the engineer will actually turn up before 6pm today 28th February.
I have had to ask for time off work several times because I was promised whole-heartedly by the preinstallation team that the works will be done each time and the installation engineers will not be canceled and rebooked but each time it got canceled and rebooked, so again I have asked for time off from work tomorrow but I have the feeling that it will not be installed tomorrow.
The preinstallation team has emailed and tried to call the so-called pre- enablement teams area managers, but guess what they can't get through and have no reply to any emails.
This is by far the worst experience I have had trying to get Internet installed, worse than Talk Talk and Vodafone, so before you decide to get Virgin Media broadband, make sure you are willing to get angry, frustrated, your time wasted, and be lied to time and time again, I have reached my limit if the equipment is not installed tomorrow I will cancel my order and post my story on every social media outlet I can find
Update
I have now cancelled my order because Virgin media use 3rd party rubbish engineers, their so-called engineer has reported that the box they need to access is on a constructions site which is a load of rubbish, first, it was my road needs to be dug up, then they do not know where the box is, then it was minor works,, pictures were apparently taken of where the cables can come in and NOW THIS RUBBISH about a construction site, I will never ever recommend virgin media and I promise I will leave a horrible review on every review site and social media site I can find to warn others of the horrendous and disgusting service provided by their 3rd party and their own Engineers
Reviewer
Tom
Location
London
Date
28/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Really frustrating and sad how easy and simple it is to set up an account vs cancelling it. I will never take Virgin media again as a broadband provider
Reviewer
Phil
Location
Glasgow
Date
26/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid these guys at all costs. I placed an order for virgin broadband and arranged the installation to be done on a Saturday morning as I wanted to be in rather than my wife as I knew they would need to lift a section of the mono driveway. I received several texts the week leading up to the install asking if that date still suited and there Covid rules.
On the morning I got up early to make sure cars etc was removed from the driveway and then waited for 5 hours for them to turn up, but they never did
On phoning them after an hour I was told the that install had been cancelled due to their 3rd party contacts saying that they couldn’t do the job due to the shared driveway and it being mono-blocked. This apparently had been decided by them on Friday but they never contacted me to advise this and in fact I have checked my cameras at the house and can’t even see them looking at the job.
What a wasted day for me and my family
Reviewer
Matt
Location
London
Date
26/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Awful, very slow speeds and completely inconsistent. Regularly cut out. They seemed cheap at first by tried to increase the price every year. Each time we had to call them to cancel and they would offer us the same deal or £1 or £2 more expensive each month. we stayed with them for 4 years as we didn't want the hassle of moving. We've now changed ISP and get twice the speed for cheaper. they would throttle your speed if you download anything too large (updating my Mac's OS throttled the speed for three days) and would randomly cut out service. The download speed we got on a daily basis is 1/8th the speed they claim to offer, if we were lucky. Never again
Reviewer
Robert
Location
Northern Ireland
Date
26/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
As with other comments made, I strongly recommend, DO NOT GET A VIRGIN MEDIA CONTRACT. They make promises they do not keep. We where told we could ask for up to three free plug in boosters to help with reaching all rooms in our bungalow with a strong WiFi connection then on asking for them we were told it would be an extra £5 per booster per month !!!!! Then when you try to complain you get someone from Asia telling you I don’t no what…. The only problem is who do you go to instead, they are all the bloody same.
Reviewer
Supasadla
Location
Wolverhampton
Date
23/02/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Good broadband when it's working but when it goes down the customer service is abysmal.Understanding them is the first problem,then you have to tell each customer service staff over and over again about your problems. Our internet was down at 8.15 am and still down at 6pm.Phoned them and went through the normal unplug, reset routine, still didn't work so they told me to leave it for 24 hours and see if that makes it work. 24 hours not from 8.15 but from 6pm.This happens at least once every 2 months. Rubbish customer service
Reviewer
John Peters
Location
Newmarket
Date
23/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Virgin Media’s website is a mess. Trying to pay the monthly bill consistently every month requires a phone call to a customer service representative (who states they have no complaints). The bill online that is shown is from a year ago. It never updates (several computers / browsers show same thing. They said I should install their app. The app states the app is not available in my country or region. I’m in the UK with a UK phone number and the region on the phone is set on the UK. I’ve had their service for almost a year and nothing has changed. Going to drop their service as soon as our contract expires.
Reviewer
Robert
Location
Tamworth
Date
23/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
***AVOID AT ALL COST***
Took out an 18 month contact with Virgin for 100mb broadband for £26.25pm, but every 3 months I’d receive a letter telling me that they intended to increase my bill by £3. This happened many times and each time it did happen it took a 1-2hr phone call waiting in a queue to remind them of the original 18 month contract. The customer services have been contracted out to India so most occasions you are left trying to resolve the issue with someone with poor English communication skills.
When I did eventually get to the end of the last 18 month contract I arranged for immediate disconnection but was then bombarded by text messages and phone calls by someone from the U.K. with perfect English communication skills. They eventually offered me an 18 month contract for 100mb broadband for only £17 but I decided to leave anyway because I know from their previous track record that they will not honour the deal.
In total I was with virgin for 8 years, in that time I saw the customer services freefall to a hellish level where I dreaded contacting them.
They offer good deals to new customers but treat existing customers in an appalling manner.
Getting disconnected from virgin media felt like being told by your doctor that you have been cured of cancer.
***AVOID AT ALL COSTS - THERE ARE FAR BETTER COMPANIES OUT THERE !!! ***
Reviewer
martin
Location
macclesfield
Date
22/02/2022
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Recently switched to BT. Though in theory VM broadband is generally the fastest available unfortunately its let down by its hubs. Wi Fi though not awful is pretty poor. BT and SKY wi fi speeds and VM hands down for speed. That said VM was a solid service, very reliable
Reviewer
Mr Wrong
Location
Manchester
Date
22/02/2022
Comments:
Do not lined this company's pockets any more!
Only got 1 star because I had to but really it's so not deserved.
I started with this company in January 2022 and had an intermittent wireless connection from day 1. Poor connection via the ethernet cable and can't even log in to My Account as it say "Oops, something's wrong". Took nearly 2 weeks to get through to customer services. Kept being passed from pillar to post, with nobody knowing what the call was about. No notes being made for other agents to see or understand any of the issues and what had been done. One agent promised a call back with 24 hours and I had to call back after 3 days then the call back happen 6 days later. I was promised to be compensated for my calls to them and loss of service, only to now say they will do nothing as it was not a complete loss of service.
So being sat a home not being able to work, watch any TV or use my phone on WiFi in the next room for 3 weeks means I am meant to pay for, not 1 but 2 months at £50. If I want to leave I have to pay over £200 and I can't make a complaint without setting a call back to resolve an issue they already said they don't have to resolve because it's sorted now! Makes no sense but as long as my pockets get thin and theirs get thicker right? Make this make sense as I am currently paying for Virgin Media to take the p*** out of me!
Reviewer
Barny
Location
Birmingham
Date
21/02/2022
Comments:
Rather defecate on my hands and clap than use this provider again. Their customer service is appalling. You cannot use the phone service if you do not have access to your password (which you cannot reset), you cannot call a member of staff and can only communicate via letter and a very intermittent WhatsApp service. I'm livid that I ever gave virgin the time of day as a broadband provider. There seems to be a total disregard and reluctance to communicate with customers. They failed to give me 30 days notice (legal requirement) that the fees would increase from £27 per month to £51. It took over 48 hours to get hold of a member of staff using their portal chat service. The service I did receive was non coherent and misspelled, and did not solve any issues I had.
Reviewer
Mark
Location
St Ives, Cambs
Date
19/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Absolutely awful customer service and I was previously a BT customer - so that is saying something. Broadband speeds never approached those marketed and Virgin progressively increased prices until they were double the local alternatives. Over-hyped and full of corporate BS (' customer service responses are not immediate, allowing you to get on with your day') Pull the other one Virgin - your service is a disgrace.
Reviewer
Mireille
Location
NORWICH
Date
16/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I paid my full old bill of £93 more than 10 days before (2 February), £78 paid and £15 of wrong late payment fee scrapped, then change my contract for a new 18 months contract of £23 instead of £39 before as I cancelled some TV and landline phone services, all starting on 3rd February
BUT STILL I AM REQUESTED TO PAY MY £93 OLD FULL BILL ALREADY PAID with a new threat of 7.50 late payment fee AND STILL I AM ASKED TO PAY THE £39 MONTHLY INSTEAD OF THE NEW £23 AGREED CONTRACT!!!
And this, even after having called them 2 days ago again, spike to 4 different services during more than 1 hour and promised that it has been amended and that a manager would call me..
Virgin Media should stop using their Indian calling center. Useless
Reviewer
Vee
Location
Belfast
Date
15/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
sadia
Location
London
Date
15/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
VirginMedia are the Mafia of the broadband world Following the procedure to cancel the contract and having spoken with the customer services, I was told that the service was disconnected and I wont be charged extra from that point on wards.
They still took £56 pounds , upon calling them I am told, account is still active and will stay active for another 3 months. Been on the call with different departments for past 1.5hrs.
They then leave you on hold for you to get so frustrated that you hang up and they keep robbing you further. Please avoid these thieves . Virgin Media , you are the worst services provider across UK
Reviewer
glen
Location
liverpool
Date
15/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
PLEASE PLEASE do not use this company. Like many other ex customers on here it is an absolute nightmare trying to leave them.I have been on the phone (passed from pillar to post), written letters which are ignored, been on live chat and recently been on WhatsApp from Thursday through to Monday, including Saturday and Sunday.Their messages make no sense at all and they are billing me in advance for services I have cancelled and should not be paying for.I cancelled from 6th Feb and they are charging me for the whole month, March, April and May.I have cancelled my direct debit and waiting for them to sue me for non payment for non existing services....I am keeping a record of all the WhatsApp messages and will be sending them to my MP to peruse. If there isn't a law covering this sort of exploitative tactics by companies then there should be.They are absolute charlatans and their customer service is an joke.....unless you are signing up with them of course!
Reviewer
Dipen Joshi
Location
Watford
Date
15/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible (that's the polite word) company. The worst broadband provider I've been with.
They have the worse customer service team who only follow an on screen process.
I have been without internet for 2 weeks, I have had 3 technician visits, all of which I have had to wait at least 48hours when making the appointment for, and each one of them have turned up late without any notice to us on their whereabouts.
Each technician tries to resolve the problem, says it is fixed, does not wait around to check as I requested, 15mins later the same interenet issues start to happen. I then wait hours to get in touch with the call centre who then spend hours trying to identify my account, and check the router from their location.
They have bene absolutely useless at resolving the problem and make it a prioetiy, each time I call the call centre worker acts as if this is a new issue, I have been without internet for weeks this is not a standard case. And apparently there is no management to pass the case to.
I would say this is the worse customer service ever experienced, they have lost my business and will continue to lose more.
Reviewer
Tim
Location
Sheffield
Date
14/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
True my shocking doesn’t quite cover it. New customer and had a query on a landline which Talk Talk wanted to know (current provider) when I finally got through after hours of waiting the person whilst used the English language clearly had different definitions to me. I would say ‘no’ and she proceeded as if I had said yes. Waste of time shysters.
Reviewer
AlistairS
Location
UK
Date
14/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID AVOID AVOID
Had to take them to CISAS due to their incompetence and appalling customer service, Conclusion from CISAS
a. The company has broken a term of the contract and has failed in its duty of care to the
customer.
b. The reasons given by the customer are sufficient for the company to remove the ETF or
termination fee from his account, provide a written apology and pay compensation of
£75.00.
11. Therefore, my decision is that the company shall remove the ETF, provide a written apology and
pay compensation of £75.00.
If your a customer don't put up with their crap and if your not don't join them!
Reviewer
Neil
Location
London
Date
11/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
An awful unstable service which had a detrimental impact on my revenue streams (I facilitate workshops virtually).
Despite a speed test saying there was 300MB+ download it could take a minute to download a webpage, would simply stop working at times, the hub would turn off or start flashing a different colour.
I am going back to BT which is 10% of the speed (40MB not 400MB) and a little more expensive but we had it for 5 years before Vorgin without a single incident.
Virgin - it is just embarrassing. I've done video calls on 4G with one bar at a higher quality than your 400MB wifi.
Reviewer
Fr howde
Location
Ch430rp
Date
09/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Constantly drops out and no success with the help line and engineers to sort the problem. Will have to change provider
Reviewer
RG
Location
Exeter, UK
Date
09/02/2022
Ratings
Speed
4.00 stars
Reliability
4.00 stars
Comments:
WORST INTERNET PROVIDER!!!
They raised their prices 3 times during our contract and would not provide me a way to exit out the contract. Very hard to get rid of them. Very very bad customer Service. Never ever going back, even if they provide their services for FREE!
Reviewer
Nbr
Location
London
Date
08/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I set up on virgin media business broadband in order to get a better, more stable service
My service started on 13 Dec - Virgin did not tell me of a major fault to the service. This wasn’t fixed until 5 Jan
I’ve had other loss of service incidents in Jan and Feb. My phone line still isn’t connected
I’d strongly advise to listen to the many, many negative reviews on this site, and stay away from this provider. They are truly awful.
Reviewer
Jay
Location
Wales
Date
07/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Yes they do have the nest speed's
Becuase they broke the law back in the day and destroyed BTs lines..
Now they've successfully monopolised the market
Most of us have no other option than to use vermin media
And that's why they are so bad
They know they don't need to do anything...
Speeds are good but in reality you can run Netflix of 2mb...
Reviewer
Disgruntled ex customer
Location
London
Date
06/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible company. The worst broadband provider I've been with. Too many bad experiences to list but here are a few:
They provided a router which randomly resets its configuration so I randomly find all my devices are no longer connecting and have to reconfigure it.
When I ring up about the problem router they tell me that I must be resetting the router and they won't give a replacement despite there being dozens of others in the same situation on their own support forums.
When I left them I rang up to check if there would be a cancellation fee before signing up with another provider. They told me there wouldn't be so I signed up with another provider and rang back 5 days later to cancel my virgin account. At this point they pulled the ol' bait and switch and told me I would be charged a £241 cancellation fee.
When I asked to complain about this I was told as I already had a complaint in progress I could not make a complaint. I promptly went to their website and made a second complaint which it turns out is entirely possible.
I'm now £241 out of pocket but it was worth it to leave this nasty company.
Reviewer
Lina
Location
Maidstone
Date
03/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
TO ALL PEOPLE WHO MAY WANT TO BECOME A VIRGIN CUSTOMER!!!
Please be very very careful with that organisation of FRAUDSTERS.
If you want to cancel the contract you will not be able to do so!!!
I’m a customer of Virgin over 10 years and now decided to cancel the contract.
UNFORTUNATELY THERE IS NO CHANCE TO DO SO BECAUSE THOSE CHEATS EITHER NOT ANSWER THE PHONE OR HANGING THE PHONE DOWN ON THE MIDDLE OF REQUEST.
So in very simple words that organisation simply breaching all possible consumer rights and forcing you to stay with them as you have no chance to cancel your contract.
Me and my wife spent hours and days on the phone but they simply not dealing with our cancellation request.
PEOPLE BE VERY CAREFUL WITH THOSE FRAUDSTERS!!
We now cancelled our direct debit as this is only the way to get rid of them and also will make a complaint to Financial Ombudsman.
Do not take any contract with them because if you will than it will be forever
AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID
Reviewer
Ali
Location
Leeds
Date
02/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hopeless- I am speaking to the agent from 830 am till 1230 just to paint a picture no exaggeration.
I am new customer who has not even got the services yet,
I have been transferred 4 times as they have not got the order correct or delivered and the cost
the speed also is not guaranteed also they have NO CUSTOMER EMAIL ADDRESS FOR EMAILS so be warned
take my advise pay a bit more and go elsewhere
Reviewer
Mpaz
Location
Essex
Date
02/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute disaster. No Internet for over two MONTHS! All call centres are in India and their level of "care" is actually appalling. I have to leave, wasting so much time, effort and money. Please don't waste your time. Better off paying more for better customer service. Please don't make the same mistake I did!
Reviewer
Peter
Location
London
Date
01/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Installation is looking like it is going to take 3 months. Customer service are no help whatsoever. Worst company I've ever dealt with.
Reviewer
Mark Lester
Location
Norwich
Date
01/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just wasted 50 minutes on the phone trying to cancel my contract as they rose the price by £3.00.
Nobody picking up the phone.
Reviewer
Kevin
Location
london
Date
01/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give 0 stars, I would. This was the poorest customer service I have ever experienced in any brand whatsoever. I attempted to change internet providers to Virgin and was left without internet for 1 month due to delays in 'works in the area', the installation date was pushed back twice the DAY before. At a time when there are people who work from home and rely on the internet. TERRIBLE. Do not use this company!
Reviewer
Helenk
Location
LONDON
Date
01/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After 3 months of acceptable service.Ebrry evening at peak time the speed slows and often breaks off. Getting through to customer service is difficult and time consuming. A complaint was broken off without being resolved. Awful service ,terrible customer service.
Reviewer
Andrew
Location
Coulsdon
Date
31/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Have terrible Internet speed and reliability and have had for over 5 months. Virgin refuse to try and resolve the issue and refuse to compensate for the issue. Virgin are great until something goes wrong and then they are beyond terrible.
Reviewer
Jim
Location
North east Lincolnshire
Date
31/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Virgin media charges large disconnection fees for moving home because there is no virgin media available in the building where I have moved to? They also saying that I I haven’t sent back WiFi Pod Plume Power in the return package which I have? They are threatening to take action if not paid the charges. The service is very bad and too much charges.
Reviewer
Robyn
Location
Date
28/01/2022
Comments:
Broadband is left not working for weeks and when you try and get in contact they continuously hang up on you. They have terrible customer service and have no interest in resolving your issues.
Reviewer
Steph
Location
Cheshire
Date
28/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Absolutely dreadful service
Absolutely dreadful service. Have been unable to access my email now for almost a week. Contacted virginmedia 3 times spending over 2 hours on the phone then being cut off and the problem is still not resolved. Was told I would be contacted by them within 24 hours on each occasion and they never did. No access to important documents and information is totally unacceptable. Appalling service … avoid!!!
Reviewer
Samir
Location
Lancashire
Date
27/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Does anybody here wants to know the true meaning of "banging your head against a brick wall" Or maybe 'Daylight Robbery' You only need to join Virgin Media and you will experience it first hand.
I joined Virgin Media thinking its a half decent company but I make the worst choice ever.
I was initially on M100 Fibre Broadband and it did not deliver al all so I made the mistake of upgrading to the M350 Fibre Broadband only to find out that the speed is exactly the same as the M100 but the most appalling thing was that the operator who I dealt with lied to me big time. I have asked him numerous time whether or not the new contract was subject to any increase and he kept saying: No I will charged the same amount for 12 months. Now after checking my account I find out that the monthly cost will increase considerably to almost a double after 6 months.
I have decided to ring them up but I was disconnected twice already after 49 minutes on hold and then another 36 minutes second time.
Now I am forced to make a complaint and escalate my complaint to Ofcom.
My advise here, steer away from virgin media they are not what they advertise.
Reviewer
Dale
Location
Manchester
Date
27/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have NEVER received the speed that I have been paying for over the months that I have been a Virgin broadband customer - despite paying for a 100mb connection I average approximately 20mb. Connection always drops, and I'm left with constant buffering - watching anything online is full of frustration. Upon informing Virgin, after investigation, I was told that there is no issue and I was left with no option but to put-up and shut-up. I would not be recommending Virgin at all!
Reviewer
Nadeem
Location
Birmingham
Date
26/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Totally rubbish services there is no customer service that can help or want to solve the issues.
Reviewer
Marek
Location
Swindon
Date
24/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
So i have tried to renew with them looked up foe the deals they have, obviously new customer doesn't apply to me but they had £2-£3 more expensive, but the customer service, nor customer relations did not gove me that contract and kept saying they can't do that, asked to speak to the manager but apparently the manager has "an emergency meeting" honestly spent 40min on the phone and now waiting for call back.... they are just ridiculous!! Can we all just stop using them now?!
Also what about the yearly increase of £3.5?? Even when you have a contract with them?! Need to go again through lengthy talks for them to refund or cancel the cost...
Reviewer
Anthony
Location
Mansfield
Date
21/01/2022
Ratings
Customer Service
3.00 stars
Comments:
I don’t know where to start tbh. Moved house in June and was originally with virgin but out of contract so decided to move. Basically because the Wifi, is basically crap. Good in the room your sitting, but step a foot out and your screwed. Anyway moved house and was called by Virgin who sold me a great deal…the oomph package which is basically everything, apparently including some data less sims so we can add to our iPads etc. well it’s now January 22 and not once received any of these sims. We have a downstairs office literally next to the lounge which my wife needs every day due to being a home worker. The wifi could not even reach in here. They sent us this booster pod thing which did absolutely zilch. Multi room box upstairs never worked and of course neither of my children could use their fire stick because wifi is so crap. Now this price increase which as actually been great for us because it’s managed for us to get out of the contract. We have cancelled. A blinking awful company and apparently, found out since, these supposed data less sims were supposed to be supplied by o2. Well I spoke to o2 and they knew nothing about this so basically been paying £25 for these which I didn’t know about. Of course, no offer of refund despite this mis-selling. Without doubt the worst company I have ever had to engage with and will never ever ever ever go back to them. Branson, your a disgrace pal.
Reviewer
Howard Carter
Location
Holland Park
Date
21/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Virgin broadband give a truly terrible service from slow speeds to going down a lot sometimes for weeks! And do everything they can to not pay compensation; certainly will not pay a penny unless I made a stink. Then when I eventually get round to cancelling, which is by no means an easy task, I was hounded to stay & even told I would only receive compensation if I stayed! Their customer service is a joke.
Reviewer
Michael Jackson
Location
London
Date
20/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never keept whats agreed, overcharged me big time, not easy to end up contract. This company its a scam! The way the customer service is created to operate is to cheat people. Avoid!!+
Reviewer
Pete
Location
London
Date
19/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constant broadband outages everyday and significant reduction of speed throughout the day causing severe disruption to working from home. Having to use personal mobile data as a susbstitute. Virgin have refused to provide me a dongle to access the internet and insist on a 30 day notice period to leave all the while they are unable to provide me a workable broadband service I am paying for. Poor.
Reviewer
Peter
Location
Erith
Date
17/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I thought of joining Virgin as my contract with other provider was about to run out. Big mistake. They set up date of installation, then I received text that there is an earlier slot, I replied back agreeing to it and on the said day no one arrived. Called them to find out that they know nothing about changed date and didn.t care that I could send them screenshots as evidence. They insisted on their date. I was off sick so I thought, whatever, I can wait. On the day engineer arrived at the very last minute of agreed time and said he wont be able to install the line as he knows that there is no one around to give him access to cupboard with thee internet lines and that he explained it to the head office before to set different time slot. Next day I received text + email informing me that the next available date will be in 2 weeks!!! I decided to call them and that's where hell broke loose. Apparently I supposed to have "phone password" to be able to identify myself. I told them that I cant remember setting one. I got internet account, set security question but couldn't remember setting anything for a phone. They were using secondary verification until I had enough and declared that I changed my mind and want to cancel installation/contract. They said I have to call different number which when I called was out of use. Called them again on normal line and they disconnected me 4 times after learning that I want to cancel and don't know my phone password. Called once more and asked how can I reset this password. They replied that its not possible as there is no option for it, not online nor over the phone... I asked then that this mean that I have been put in the limbo and have no way to leave them or even complain as I have no means to contact them, btw, if you try to inform them about leaving online you will end up on error 404 website... They declared that I can request a letter with reminder of my password which I agreed to... 2 weeks ago! My guess is it comes on a donkey from India as that's where their call centres are located. Cherry on the cake was a phone call from them after I replied to text informing me that next day will be my installation day, and declining to it. The guy was trying to set another date after I told him that I do not want it and I'm trying to cancel the whole thing! He couldn't understand what I am saying to him and it really started to feel like I am on the line with one of these scam call centres. I told him to go and find my letter and finished the call. Now I lost access to my online account as well so not sure if I'm still with them or not. Please do your self a favour and stay away from Virgin, they are not cheapest on the market anymore as well so don't let them to trick you in the trap similar to mine.
Reviewer
Sunil
Location
Date
16/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Doesn't deserve even one star!!!!!!!
I have been with Virgin media for 17 years and have recently moved to my new house in December 2021. The move obviously is always stressful but what has made this worst for me is my decision to move my services with me. It’s been 6 weeks now and having spent countless hours over phone and having had several visits to property by technicians/surveyors and having spoken to countless people/agents and having paid more money and several cancelled/rescheduled appointments, I am still without Internet and media services till date with no solution in sight!!!!!
Not only are there long waits to speak to an agent and frequent call drops but they are also not trained and lack knowledge and there is absolutely no coordination between various teams. Some agents have been insulting and rude. Their lack of knowledge has resulted in me getting false and misleading information and has caused me extreme anxiety and inconvenience.
Each agent I have spoken to has given me different information which contradicted the information from previous agent and each one of them say that the previous agent has given wrong information. Majority of the times I was just being transferred from one team to other and would go through security checks 10 times and keep repeating myself every time when transferred to a new agent in a call. This is extremely frustrating and i firmly believe that no customer should go through such an experience!
I thought I may have been an exception but reading other reviews posted clearly highlights that the company does not care about customers anymore and wouldn't pay any attention to issues/complaints.
I strongly suggest not to consider Virgin media if you do not want to go through torture and harassment.
Sharing few of my life experiences (or rather absolute harassment)!!!!
There have been several days when I have made 10 calls or more, waited and spent more than 8/9 hours in a day, spoken to more than 15 agents in a day!
Logged an official complaint for hassling customers, miscoordination (Internal installation & external installation team/ Movers & Preinstallation team), mis informing customers and appalling customer services 2 weeks ago but have not heard anything back from anyone, not even an acknowledgement!
Installation was initially scheduled for 17th Dec but couldn't be carried out as the cable has been pulled up by Construction Unit to a wrong place.
Since then, trying to rectify the simple issue as above has been more difficult than reaching Mars!
One of the calls to report this issue- the Agent promptly cancelled the order and hung the phone without any proper discussions
The installation was moved to 12th Jan (earliest) which meant no services in our new home for 3 weeks specially during holidays!
One of the agents said that mobile dongle would be provided free to ensure we have internet during Xmas and asked me to speak to Mobile team which was an absolute nightmare as all agents subsequently refuted each other and told me to buy it!
Another agent when followed up in December (20-24th Dec) said that the external team has gone again and fixed the issue that morning, but this was untrue as the issue was still unresolved. Not sure why these agents are forced to lie perhaps to placate or get rid of the call soon!?
To summarise, there is an issue with how External installation team has left the cable and all the calls I have made and countless hours I have spent since then is to get this corrected because the internal installation team would not be able to do anything until this is fixed and I will keep experiencing this pain until then and would not have any services too!!!
ABSOLUTE NIGHTMARE!!!!
Hope someone, somewhere in the system takes a note of how far the customer services have deteriorated and how much pain it is causing the customers but, in the interim, would strongly suggest everyone to consider Virgin Media only if you are not left with any other option!!!!!
Reviewer
Hussein Azzam
Location
Liverpool
Date
14/01/2022
Ratings
Satisfaction
1.00 stars
Comments:
Worst appointments ever. They scheduled my appointment for installation 3 times until now. I am still waiting. 3 months until now and they didn't install my internet connection until now
Reviewer
Paul
Location
Grimsby
Date
14/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Absolutely the worst customer service I have ever had the displeasure of enduring. Contact information is not on the website, when you do find it you have to call twice since the first time is a bot and restarts the router and hangs up.
When you eventually get through to an agent, they're poorly trained and often don't know how to resolve any issues past restarting the router (again) and will often offer to transfer your call before disconnecting you.
Complaints about service level are often met with them trying to sell you a business package if you want actual customer service.
All in all I am hugely dissatisfied with virgin media and will be running very far, very fast the second my contact is up.
Reviewer
Don
Location
Romford
Date
14/01/2022
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I took out virgin media as there was a refer a friend reward of £60 each person . The one taking new connection and whoever refers you . After one month I got text message. Says my £60 reward cancelled . Called virgin media , they said they don’t know why . Called their partner who deals the reward , they said if it’s virgin media who declined your reward then they have to give answer . End of the day I did not get any reward money , I took out expensive broadband connection , now I cannot cancel my contract until end of 2 years
Reviewer
mark
Location
basingstoke
Date
10/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
worst customer service ever . just about impossible to get through by phone or live chat , then get passed from one agent to the next non of whom seem to care or have any intention of helping with your enquiry . i suffer mental health issues and following a recent house move on medical grounds to an area not covered by virgin was still charged £130+ cancellation fee . now i am now being harassed for £40 for their equipment despite them sending me an email saying they have arranged collection . at one point i asked one agent if i could speak to a manager and was told i would be wasting their time . without doubt the worst customer service ever
Reviewer
Alistair Skakles
Location
Scotland
Date
08/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Judge for Yourself… Full Chat transcripts kept as evidence
I was a VM Customer and joined O2 and was given an upgrade from 500MB to 1GB broadband. I was informed that I needed an upgraded router which was sent out via Yodel. Tracking said out for delivery on Friday. Delivery never attempted, tracking said “Please arrange to collect your parcel from our depot by using the Manage your parcel feature above”. I sat in ALL weekend as Yodel promised each day that it was going to be delivered. Didn’t happen.
Monday 22nd Nov 2021VM Online Chat (took 2hrs) and informed them I was at work. Asked for router to be put to a shop for pickup. Not possible finally got them to cancel first router and send out another for pickup from a shop near my work.
Tuesday 23rd Nov 2021 VM Online Chat (5 hours 11 minutes) contacted again as no sign of old router being cancelled or new one dispatched.
14:20, Nov 22 Alistair : Broadband TV or Phone
16:33, Nov 23 Ayat: Apologies for the experience, I will go ahead and raise a new order for you, Alistair. Is it a new Hub4 you are looking forward to upgrade to with 1 Gigabytes?
17:50, Nov 23 Ayat: Appolgies for the experience, Alistair. I just tried raised an Order for the new Hub4 but due to somereasons it is not happening, You please need to cotanct us after 24 hours, As the system will be refreahed and we will be able to send you a new Hub.
18:01, Nov 23 Alistair : can you not just do this i have already spent hours over the last 2 days on this chat trying to get this sorted?
18:13, Nov 23 Ayat: I can completely understand this, I am unable to place the order, Alistair.
18:15, Nov 23 Alistair : this is not acceptable. VM is taking up too much of my time and I'm going round in cirlces
18:16, Nov 23 Alistair : you give me a service that i cannot use and spendin hours on this thing. I want to cancel my broadband
Alistair : this chat was intiated @14:20 hrs GMT it is not 18:54 hrs!
18:57, Nov 23 Reliza: Excellent! We’ll need to go through a few security questions. I’m going to send you a secure web form for you to answer. Please put the 7th, 10th and 13th characters of your password in the secure link. This is the password you use when you call in, and not your online account password. Please keep in mind that the form will expire in 30 minutes once we have sent it to you.
19:05, Nov 23 Reliza: Great. Thanks for that! May I know the reason for contacting us?
19:06, Nov 23 Alistair : How many times do i have to repeat myself, 1 min until i copy and paste
19:14, Nov 23 Reliza: I do apologize for that, Alistair. Just to confirm, do you want to have the Hub 4, right?
19:15, Nov 23 Alistair : i would but i cannot afford ANYMORE time dealing with this myself, too much time spent on this already
19:15, Nov 23 Alistair : i am risk my employment, I am supposed to be working not on this 19:18, Nov 23 Reliza: I'm very sorry about your frustrations today, Alistair. Let's work together and try to sort this thing out, okay?
19:18, Nov 23 Alistair : ok 19:19, Nov 23 Alistair : its not just today though this is the second day on this
19:22, Nov 23 Reliza: I'm so sorry about that, Alistair. However, if you really want to have the Hub 4 you can coordinate with our faults team regarding this because in this department we only handle the customers who are in need of new contract.
19:25, Nov 23 Alistair : I DON'T HAVE ANY MORE TIME JUST CLOSE MY ACCOUNT
Wednesday 24th Nov 2021 VM Online Chat (33 minutes)
16:57, Nov 24 Dixit: Hi Alistair I am so sorry to hear that you have not receive a response on your complaint not to worry I will quickly check the details and help you with a resolution
17:06, Nov 24Dixit: Alistair I am so sorry to see that the hub was not delivered and you have applied to disconnect the account. May I know how can I help you today?
17:07, Nov 24 You: well i am getting no repsonse on the forums so am looking for a conclusion one way or another
17:08, Nov 24 You: have you read the forum posts?
17:08, Nov 24 Dixit: Alistair I am so sorry I am unable to read the forum as we are restricted from accessing any link.
17:09, Nov 24 You: do you want acopy and paste of the transcripts for monday and tuesday then?
17:09, Nov 24 You: if you don't have them there?
17:10, Nov 24 Dixit: Alistair No I have the details on the account notes. May I know what resolution you are looking for so I can get it Immediately.
17:12, Nov 24 You: well what I have wanted all along a hub that will let me use 1gig as promised but if this can't befinalised today, I am on a 10 minute break just now at work. Then you close my account
17:16, Nov 24 Dixit: Alistair I am so sorry but to order the hub 4 we will need to cancel the disconnection request. So Would you like to go ahead and cancel it?
17:16, Nov 24 You: if it can be done now yes
17:20, Nov 24 Dixit: Alistair Okay so I will now connect you to the Customer relations team and they will cancel the disconnection request and then get you connected to the care team who will order the Hub 4 for you.
17:20, Nov 24 You: please don't use YODEL
17:21, Nov 24 You: sorry ,my break is up I need to go back to work now
17:22, Nov 24 You: see this is what I mean I spent 5 hrs on this chat yesterday and it looks like I am getting the same thing again today.
17:22, Nov 24 Dixit: Alistair Not to worry I will leave a clear note on the account and then give a direct calling number to use so we will be able to do it once our free. will this be okay?
17:23, Nov 24 You: someone needs to phone me not the other way round
17:23, Nov 24 You: I will be at home tomorrow until 12:00 hrs
Thursday 25th Nov 2021 VM Online Chat (46 minutes)
Alistair Skakles Unsure + Account Holder: Hi Arbiya
8:05, Nov 25 Alistair Skakles Unsure + Account Holder: Can you please look at the notes from my chat yesterday please?
8:05, Nov 25 Arbiya: Hi Alistair! I am really sorry for the wait time you have experienced. I do see that you havecontacted in order to report that you are looking for cancellation. Not to worry, you have reached the rightteam. I can surely help you today. Absolutely, let me have a check on your account notes.
8:06, Nov 25 Alistair Skakles Unsure + Account Holder: thanks
8:06, Nov 25 Alistair Skakles Unsure + Account Holder: from the transcript
8:06, Nov 25 Alistair Skakles Unsure + Account Holder: 17:20, Nov 24 Dixit: Alistair Okay so I will now connect you to the Customer relations team and they will cancel the disconnection request and then get you connected to the care team who will order the Hub 4 for you.
8:07, Nov 25 Alistair Skakles Unsure + Account Holder: this is what we need to do. If this isn't possible then I will leave cancellation in place and start my ordert with another provider
8:09, Nov 25 Arbiya: I am really sorry for the inconvenience Alistair. Please do not worry. I do see the retentions team online now. I can connect you right away if you agree, they can surely help you getting hub 4. May I connectyou?
8:09, Nov 25 Alistair Skakles Unsure + Account Holder: yes please
8:09, Nov 25 Arbiya: We can transfer you through our Messaging service to our Customer Relations team to help you further.
8:24, Nov 25 Lisa: I can see that and I will feed that back to Yodel but I can not order a new one.
Received a final bill with a demand for £240 for termination of my contract early:
Thurs 6th Jan 2021 VM Online Chat (2 hours 15 minutes)
17:07, Jan 6 Meena: Thank you for your patience, I have looked into your account and I see you have cancelled services within the contract period and hence you have been charged early termination fee as per the terms and conditions Alistair.
17:10, Jan 6 You: you ugprded me to 1GIG and sent out a router which was never delivered by yodel. I even requested another router which was refused. So unable to use the service as you didn't supply hardware I spent HOURS and I have proof trying to sort this mess out with you
17:11, Jan 6 You: I couldn't use a service without the hardware so why would I stay with a provider that cannot provide?
17:29, Jan 6 You: here I am again over 90 mins repeating myself and getting nowhere
17:29, Jan 6 Meena: I am sorry to know about the hassle which you have come across Alistair, I feel really bad after going through all these and you have been so patient so far. Dont worry I will see what best can be done for you. But we could have definitely cancelled the order and placed a new one before cancelling Alistair.
17:30, Jan 6 You: but you didn't and as per the transcripts refused to send out another until you got the one that Yodel lost Back
17:31, Jan 6 You: yuou will see that the transcripts over the days contradict themselves
17:44, Jan 6 Meena: Alistair, I understand what you are telling but this is completely the issue with yodel and it was supposed to be dealt by them else we could have cancelled and replaced the order. I have tried my best Alistair, but unfortunately we cannot waive off the charges as you have been able to use the services and itcould have been resolved alternatively. But as you have cancelled it between contract, you was been charged with disconnection fee Alistair.
17:46, Jan 6 You: Did you not read the information i poasted??
17:52, Jan 6 Meena: Okay where you not informed that you will be charged termination fee if you are cancelling the contract Alistair?
18:00, Jan 6 Meena: Alistair, we booked for the second time and you never waited for the delivery to be sent, you immediately put a request for disconnection Alistair. Please understand this charges cannot be removed as itsvalid from our end.
18:03, Jan 6 You: no, i made contact with VM as you had not even bothetred to disptach the second one. Eve though yousaid you had. Enough, I will now seek compensation for the time and stress your company has continued toput me through over these months
I have now raised a complaint through offcom and seeking an apology for time, stress, lies and incompetence and now compensation too.
Reviewer
Bob
Location
London
Date
06/01/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Got the 100mbph as I assumed it would be good for working from home. Within these 18 months rarely have I had more than 15-25,mbph on average for download speed. The connection itself was unreliable kept dropping, leading me to some very big problems at work. Customer service is out of the question: an outsourced team at another country just copied and pasted the same useless response over and over again despite my desperate attempts to explain what the problem was. I felt like no one cared.
Reviewer
Cathy
Location
Leeds
Date
04/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Terrible online chat service. Waited for half an hour for an agent. But it wasn’t really a chat, you have to answer some automated questions. I answered and it said it’s more than 15 mins ( I only took less than 1 min) and they have to close my chat. This is really insane ! Terrible service and really bad at everything
Reviewer
Steven
Location
Livingston
Date
31/12/2021
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Crap crap crap ages to answer phone and Wi-Fi all ways bracks
Reviewer
Customer
Location
Isleworth
Date
27/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
My landlord won't change to another provider because he said Virgin is the cheapest. Well I do agree with him, cheapest internet quality I've ever seen. I can't count how many times we lost internet in the whole house (ethernet AND wifi). It's been for years like that. The modem recently was changed but there's no difference. Rubbish.
Reviewer
Umar
Location
Northolt
Date
24/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Speed is good when it works.
I have no internet way too often. When working from home during this pandemic it doesn't help at all when the internet cuts off during meetings or first thing in the morning when I am trying to log on and work.
Finally had enough with virgin media will leave once my contract is up.
In addition to that the customer service from them is the worst i have ever experienced.
Reviewer
Tony
Location
Broadstairs
Date
23/12/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Speed is great when it works but that’s the problem. I’ve been with virgin about 3 months and so far I’ve had about 3 occasions that it’s been down. May not seem much but in the previous 4 years with sky I had one time with no internet. Don’t think I’ll renew with virgin when my contact is up.
Reviewer
Neil blake
Location
Carshalton
Date
22/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Ok when it's working but it goes down frequently. Working from home is virtually impossible with Virgin media
Reviewer
James
Location
Doncaster
Date
19/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid.
Fibre kept cutting out often & once out of contract our bill doubled in price.
Tried to leave and they said they could lower our bill back to it’s original price if we stayed so we (stupidly) agreed and kept having issues so decided we would in fact leave.
When we went to cancel again they said we’d started a new contract when they lowered our bill (even though we weren’t sent one) so we had £100+ of early cancellation fees & had to pay for the next months bill too. We agreed to all this just to be done with them.
We then continued to be billed each month even though we’d cancelled so I had to contact them again to find out what was going on & they said our account was still active and if we wanted to cancel we’d have to pay our outstanding bills, our early cancellation fees and the next months bill unless we could prove we’d cancelled it.
I then had to contact a different team to request the call log (we’d wrote the date and time of the call) and they found we had in fact cancelled and they had no idea why it hadn’t gone through and had now cancelled it properly.
I’ve now had a bill through of £88 of early cancellation fees.
Just an absolute hassle and money grabbing for a very poor service.
Reviewer
Sergiu
Location
Uxbridge
Date
17/12/2021
Comments:
The bad company witch I see in Uk. They lie me say I have plug in my house from their company, and propose internet. Ok . 1,5 month I wait their installation. So they was first
Time at me after 2 weeks after our appointment, and say ohhh you need cable, you don’t have cable . Ok .in that time I booked again another appointment for install cable , after other 2 weeks they come and say again “ you need cable , we didn’t know about cable “ ok . Again book other appointment after other 2 weeks, and in that day when we have appointment we call at they to ask if come or not, they say “ you don’t have appointment for today “ . So I lose 1 month and 2 weeks. Do not choose this company never
Reviewer
Ian D
Location
Brighton
Date
16/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
e-mail down again, impossible to get support from VM, rubbish company.
Reviewer
O
Location
Slough
Date
15/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never trust this rubbish provider. They confirmed the installation is 8th Dec. After disconnected from the other provider, on the night of 7th Dec they decided to move the installation to the 4th Jan !!
I claimed compensation for the disturbance they caused to me. They offered a bill credit. I complained about the disturbance they caused to me and requested a temp internet. They said they will send a dongle. This should been received but never received and whenever I call them they keep transfer me from one to another until my call is disconnected !!!
Reviewer
ASHAMLIWALA
Location
PORTSMOUTH
Date
15/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Have been with VM for over 30 years. Never had great service but owing to needs has stayed with them. Absolutely the worst customer service and a nightmare to speak to someone to sort out any issues. Recent example. Changed package from m200 Bb and TV package to a M50 Lover TV and WE phone. Promised the cost at £37.00 PM for 18 months. When confirmation email comes they have charged £48.00. totally useless .
Reviewer
Bradley
Location
Manchester
Date
14/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful awful service. Customer service is appalling and rude.
Reviewer
Barratt
Location
Halifax
Date
12/12/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Trying to use their online services are about as much use as a chocolate fire guard. They never recognise usernames and passwords then force you to change them and still don't bloody work I will be changing back to sky in 12months now who aren't great either but slightly better
Reviewer
Barbs
Location
Reading
Date
10/12/2021
Comments:
Absolutely the worst company ever, been waiting for installation since September and whenever I call to get an update they just read out a script. Stay away from them!!!
Reviewer
TG
Location
North London
Date
10/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Guys, guys guys PLEASE listen!!! Virgin's SHIT customer services are by the DESIGN. It is their business strategy. They know they lose ABC % of existing customers for providing virtually zero services for disrepairs, but they get XYZ % of new customers signing up for their package every year. Gain (XYZ) > Loss (ABC) ===> they get the desired % of company stock price increase to stay in good position in their business. THIS IS ALL DESIGNED. I gave one star for broadband speed but it is 5, same for reliability but I rated 1 because I didn't want to give them any credit because what's the point of providing good broadband if they ignore you completely if there is any troubles with it? Their market strategy is carefully calibrated. Other providers can provide slow speed broadband, but better customer services. ONLY WAY the Virgin will care for you is when other providers start providing the same speed broadband as Virgin does ONLY THEN, Virgin needs to change their business strategy to improve their customer services by investing more money into it. CONCLUSION: Virgin is only good when it's working, so think twice.
Reviewer
Lucy
Location
Southampton
Date
09/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay far away from Virgin. Second time this year we are completely without WiFi, which is seriously affecting me as a uni student with exams in a month. No one out to fix it for four days, affecting assignment uploads and access to online university information.
Reviewer
Vignesh
Location
Bournemouth, UK BH1 2LH
Date
08/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
worst network and customer service
Reviewer
Vignesh
Location
Bournemouth, UK BH1 2LH
Date
08/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst Broadband service they always have area outage and service interruption. Because of them I lost 3-4 days work every month. They don't send technician to your home, as there is an area outage. When I try to cancel the contract cancellation team asks you How many times engineer visited your Home (at least three times a month an engineer has to visit before cancellation). But they wont send engineer to your home that easily. technical team and customer relationship team don't interacts - they ask customer to coordinate with two teams. Overall its worst network and customer service.
Reviewer
Prasanth
Location
Staines
Date
07/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Terrible customer support but i am happy with the broadband speed.
Reviewer
Matthew
Location
Stoke-on-Trent
Date
05/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Extremely poor service, been without Internet for 3 days and they refuse to do anything for another 5 days. 7 days without Internet these is like 7 days without electricity or gas. I'm unable to work.
Reviewer
Chris
Location
Leatherhead
Date
01/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful, shocking, no customer service and rinse you of all value
Reviewer
David
Location
Newtownabbey
Date
30/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been with them 25 years since dial up days. Broadband fine. then they made an error and disconnected my services. When contacted them got the runaround for 4 days. Can only contact by Whatsapp or a Premium number. They do not answer Whatsapp immediatley. conversations lasted for over 11 hours over 3 days still not reconnected. Got fed up and told them not to bother reconnecting. Was promised and lied to for days. Transferred to seven different advisors in 43 minutes. None did anything. Useless
Reviewer
Bouche
Location
London
Date
30/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No Internet for 11 days.
In the meantime, I am forced to use the data on my phone and am over-consuming. Virgin refuses to refund me or give me extra time.
I've just spent 2 and a half hours with the different virgin "customer service expert" who pass the buck and disconnect, leaving me with their useless bot.
Pathetic and useless.
Reviewer
Stephen Powell
Location
Birmingham
Date
29/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
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
Reviewer
Kristina
Location
Chiswick
Date
26/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst and unfair company ever. I just want to walk away as soon as possible. Who is thinking to sign please dont. Setting up wrong contracts, sending wrong bills and when you call then to seek help no one even helping you, i even having issues to cancel contract. Manager Sarah lie that will call in 2 hours and never call been recieved, assistants as Mia, Trisia and many others unprofessional, unexperienced. Extremely dissapointed.
Reviewer
Sana
Location
Manchester
Date
26/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The service is just awful, they charge an extortion every month and the wifi just randomly disconnects throughout the day.
Reviewer
wendy
Location
perth
Date
25/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
TO ALL VIRGIN CUSTOMERS; LEAVE IMMEDIATEL. WORST EVERYTHING
Reviewer
Ian spain
Location
Wokingham
Date
24/11/2021
Comments:
Worst company ever, took over 2 months to install Broadband then I gave up as they keep changing the install date. Waste of time and money stay well away
Reviewer
John Dunkley
Location
Hambledon
Date
24/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
9 months to cancel a Virgin line and no refund
It took 9 months and CEDR to cancel my contract with Virgin who paid £250 compensation but refused to refund the 9 months of charges: -
I had a land line with Virgin Media for many years but moved 6/1/21 to an area that Virgin did nor service so wanted to cancel my service. I tried to do this using the online system but it did not support cancellation. I tried using the online chat function but they kept me waiting until I lost the will to live. I emailed Virgin who insisted that I phone their retention team. I tried to phone the retention team and sat in a phone queue until my patience was exhausted. I lodged a complaint through the Virgin Complaints process and asked to be contacted by email. Virgin phoned me while I was driving and left a message asking me to call them. I tried and sat in another phone queue for a while. I kept emailing with no success so took the case to CEDR (meanwhile, Virgin were still debiting the monthly bills for as service that I was not receiving). I received an offer from Virgin as follows:- "£250.00 compensation, as a gesture of goodwill....Cancel your services free of charge. Once again, please accept my apologies for the inconvenience caused as a result of the delay in cancelling your services". It was now 29/7/21 so I reluctantly accepted expecting the money to be credited to my account. Nothing happened so I followed up and Virgin told me that it was company policy to only offer refunds by cheque. I eventually received a cheque for £250 but Virgin were still debiting my account £25.85 per month. I received approximately 10 calls from the Virgin Retention team asking if there was anything they could do to retain my business. My account was cancelled in Sept but my money was not refunded and Virgin does not accept complaints from cancelled accounts so I went back to CEDR and raised a further complaint. Virgin challenged this under CEDR terms and conditions saying that a complaint cannot be accepted if it relates to a previous complaint. I responded saying that Virgin had failed to properly deal with the previous complaint but CEDR upheld Virgin's position. I shall also be lodging a complaint against CEDR.
Reviewer
John
Location
Ipswich
Date
24/11/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Very unreliable service. Broadband drops out most days, sometimes for minures, other times for hours.
Virgin blame you, but cannot explain wht it starts to work again without you doing anything.
Customer service is useless, and the information on the website is bogus.
Reviewer
Angela McAllister
Location
Cumbernauld
Date
24/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Home move scheduled for the 1st of October. Changed to the 17th of November by them. Pit dug at the front of my drive, 17th came and went as they cancelled the install. Now the 24th and still have the pit at the front of my garage with no end in sight.
Reviewer
Mark
Location
CARDIFF
Date
18/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst Internet provider on the planet, not deserving of any stars only have them one because zero isn't available. Constantly goes down, customer service are poor, very very poor overpriced product, my advice is avoid at all costs
Reviewer
Hazara Rahman
Location
Luton
Date
17/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Worst customer service, I was without internet for more than 3 months before I switched to another company. The staff from Virgin media used to say they are fixing soon everyday when I realised it they didn’t care about me and my family without broadband. They didn’t even bother to give an alternative to the broadband loss we had. Everyday they used to say something new but but didn’t fulfill their promises. Customer is really appalling, never resolving anything, 6-7 months on and still they haven’t paid my compensation.
Reviewer
C Bax
Location
Caterham
Date
17/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have found that VM is very good when all is working well but if anything needs to be fixed / sorted I have to agree with all the reviews I have read on this site that their customer service is terrible.
My VM email has been down for the last few days and VM won't speak to me because my husband's name is the account holder. They won't allow 2 names to be on the account (unlike other utilities) and I can only be a "3rd Party" on it.
It's funny how they were happy to deal solely with me multiple times last week in order to negotiate a new 18-month contract, but today when my "Mailbox is Unavailable" their systems will only allow the "Account Holder" to give the security details.
So I am responsible enough to set up and pay the next 18-month contract but not old enough to be told why I have an email problem.
One tip I was given years ago which still seems to work - only call them in the mornings so you get somebody Scottish. I made the mistake on calling this evening and going around and around in circles and ending up screaming at the phone.
I am now looking at competitors.
Reviewer
Gf
Location
Cheltenham
Date
17/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Total garbage. The router reaches about five in in any direction, beyond that you’ll need an extender and virgin knows this and has done ready to sell to you. Up close the speed Is good….But it constantly drops out and gets stuck loading web pages. Customer service is typically atrocious, they will simply avoid you and cut you off. Knowingly taking money for such purposefully abysmal service is verging on plain evil. Avoid.
Reviewer
Daniel
Location
London
Date
17/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Been having intermittent wifi for around 7 months now and nothing has been done by Virgin to fix it. Each time I try and call them, I get the same answers “Have you tried rebooting your router?”. 2 engineers came and did nothing useful. Virgin are aware of the issue as there is an automated message saying that there is a wifi issue in my area, however when getting through to a person on the phone, they seem completely unaware of any faults. In addition, sometimes when I call they say it will be resolved by a certain date, however this date then rolls over to another date in the future and Virgin act like these issues are completely different when the intermittent connection has been the exact same the whole time. Avoid Virgin Media if you can.
Reviewer
Lee Jacobs
Location
Beddau, Pontypridd
Date
14/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
-100, after virgin came around installing new cables and convinced us their network was the best we changed over from talk talk. i wish we never bothered, absolute crap, keeps dropping out, rubbish .
Reviewer
Bb
Location
London
Date
07/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
The worst company I’ve ever had to deal with
Reviewer
Angela Jennings
Location
Grimsby
Date
06/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Absolutely rubbish customer service. My husband was told visit by engineer would be Thursday, we waited in all day and cancelled appointments but no engineer arrived.We contracted customer service and was told Saturday was the arranged day not Thursday. The operator was very unpleasant when my husband told her we had been given Thursday for appointment. The staff should get their facts right AND NOT BLAME THE CUSTOMER SO NBNBNBNB RUBBISH CUSTOMER SERVICE STAFF!!!!!!
Reviewer
Mark
Location
Emsworth
Date
05/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Having for over 2 years complained to virgin media about my internet dropping out tonight was last straw when bidding on ebay my internet dropped out at last minute in bidding really unhappy but will complain tomorrow and be told wait in for half a day for poorly educated engineer which I question his ability to sort problem.
Reviewer
Anthony
Location
London
Date
05/11/2021
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I've always had issues with Virgin. Their broadband is OK, but whenever there are issues (and there are regularly) their customer service is the worst in the biz.
I moved house, and was assured my contract could carry over. It did not.
They gave me a new contract paying significantly more. I've continued to pay the wrong fee, because otherwise, my credit rating would be affected. I've been trying to get the bill adjusted for months. Waiting hours on the phone, on the 'Chat'. When I finally get someone, can barely understand them and they invariably never actually make any changes, despite promises to do so.
Stay away from Virgin...
Reviewer
N/A
Location
London
Date
03/11/2021
Comments:
Absolute garbage. WiFi is intermittent at the best of times, you do NOT receive the advertised download/upload speeds and then have to deal with poor custmomer service on top of it all. Please avoid.
Reviewer
JP
Location
United Kingdom
Date
02/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The worst company EVER!!!
I'd give zero stars if I could. The service I received was shocking absolutely atrocious, we moved houses over the weekend and planned it accordingly to ensure that we have our broadband services moved as quick as possible to ensure that we can continue working from home ASAP. I did my part of the job by contacting them and making them aware of everything, it all seemed great moved into our new home and then comes Monday the day the engineer is supposed to come to get it all started for us. The time slot I was allocated was between 8:00 to 13:00, we waited, waited and waited no one turns up, no msg/call nothing I call virgin Media up and then I'm told well the engineer couldn't find parking space near your location, so he decided he couldn't do the job and left. But, I insisted I wasn't contacted at all and I they would have then I had a free parking spot that I would have let him use, then comes all the shocking couldn't care less attitude from this global brand. They say the earliest we can reschedule is the 12th of November, I let them know I wasn't having it and that we needed to get back online ASAP or we wouldn't get paid..! She said she'll see what she can do, then comes back and says that they can reschedule an engineer to come back to our place at 21:22 on 01.11.2021 I was like that's fine but it the engineer doesn't turn up then we'd like to cancel as Virgin has screwed us over! So, agent 1 (girl) said she'll transfer me over to another agent to get that looked into and there I spoke to Dean (Agent 2), he also confirmed that the engineer will come back at 21:22 and apologized for the inconvenience and stuff and I said I'd like to log it as an official complaint. He said he was unable to log it as he didn't have system access, he confirmed he input all the notes and reiterated it to me and said he'd transfer me to another agent to log my complaint and then he transferred me over to Adam (Agent 3), who said he couldn't see anything and wasn't to sure why I was transferred to him as well, he also proceeded to say that he can't log my complaint and transferred me to Tony (Agent 4) who said he'll look into it went about doing his job placing me on hold 5 times only to comeback and say no engineer will turn up today and the earliest availability was 15.11.2021 that's 2 weeks without pay due to the incompetency of these bozos! I lost it and had a go at him and said let me speak to a manager, he kept insisting there's no manager and transferred me directly to another agent, Chloe (Agent 5) and she insisted I do my DPA checks as she didn't know anything about why I was put through to her, so u went ahead explained everything and said I need to work from home, so broadband is essential in the midst of this she had the audacity to ask me, can't you work from the office - I mean how could she? I live in a family that has vulnerable people, so due to their error I should risk my family's and my life, she was totally unhelpful and said she couldn't log my complaint either and that no manager will take the call.
Now, I'm left with no broadband unable to work, rent to pay, no wages for two weeks and all I'm asking is if virgin weren't able to comply with their end of the delay then I should be allowed to cancel the contract without being penalised and move onto a company that values their customers. I tried to do the right thing and allow Virgin to rectify the issue, but since I'm unable to log a complaint despite being on the call for 2 hours 30 mins plus. I will proceed to the FOS, luckily I have recorded all the calls as I had a feeling I'd just get passed around from pillar to post!
Reviewer
Angela welford
Location
Castleford
Date
31/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
This company has treated us the worst of any company we have been involved with customer service shocking they can't get bills right every bill has been seriously incorrect and and there's no end to there confusion of sorting anything out,absolutely the worst.
Reviewer
Jude Martin
Location
Cambridge
Date
30/10/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
WiFi frequently down, several times a day for varying periods. Occasionally have trouble-free times. Customer service is difficult to get hold of, takes forever and the recorded messages are irritatingly unhelpful. Have had to spend money I can’t afford on mobile data. Been with them many years and they get worse.
Reviewer
Harry
Location
Great dunmow
Date
29/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Warning.do not go near this Internet provider.they are a scam.
There customer service is pathetic at best. stay away from them, you will only get grief.
Reviewer
shirley
Location
great bookham
Date
29/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
have been waiting 7 months to be connected everytime i phone up they put the phone down on me they cant even be bothered to send me a deadlock letter totally incompetent rude idiots
Reviewer
Rambler
Location
West Midlands
Date
28/10/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Virgin's email system is a complete joke, for the second time this month it has gone down. The last time is was down for over a week and it took 9 calls to about 26 different people before it was fixed.
Now its gone down again and quite honestly I'm not prepared to go through it again so I'm quitting them, they're not worth the stress of trying to get the service that you pay for.
Reviewer
paul maddock
Location
Keighley
Date
27/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
5.00 stars
Comments:
I've been a loyal customer of Virgin Media for over 15 years, but having recently moved house I had to cancel my contract with them (as they could not provide a service at my new property). To my dismay, this cancellation cost me £236, I would estimate that I have paid VM over £10,000 in the years I was with them, needless to say I won't touch another VM product ever again
Reviewer
Lucas
Location
Nn83ry
Date
23/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Keeps disconnecting. Good speed but that's not the issue. Just keeps going off.Unreliable
Reviewer
Dola
Location
London
Date
21/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
STAY AWAY!! Wow, I wish I had seen these reviews before I signed up to Virgin Media. It's true that they offer you a great deal to start with then they almost double it once your contract ends without informing you.
I just spoke to the rudest representative ever. All I wanted to do was to disconnect my line and she literally refused to take "I'm no longer interested in your service" for an answer. I tried to be reasonable with her, but when I realised that she was either set up to intentionally frustrate me, or she was a hopelessly rude person, I just hung up and called back to speak with another rep. And she even blatantly said to me she doesn't care if I leave a negative review.
Reviewer
Wilkinson
Location
Birmingham
Date
19/10/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Awful service from the start,WiFi,speed always having issues,still living of awards they got 4 years ago,and customer service isn't the best especially when you can't here them as the wifi/broadband is rubbish,can't wait to get out of this contract
Reviewer
Andrew
Location
London
Date
19/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
For a whole week now Virgin Internet has been intermittent and drops for hours each day, Virgin deny any issues in the area N15 London and say its my hardware (router/modem/box) and book an engineer, within the hour they send a text saying engineer booked on hold and we are trying to fix the issue then cancell the engineer booked. The next day same problem and the next and the next a whole week now with extremely poor and no Internet. I been informed now by my mobile phone provider that I have spent £15 on calling Virgin media, extremely bad customer services, extremely bad broadband provider I have been a loyal customer with Virgin but when my contract ends I will seek a new provider. And please Virgin dont send me a bot generated response as that makes you look even worse.
And there we go a bot reply from Virgin
And yes Virgin your so called useful app and expensive recorded message all state NO ISSUES KNOWN yet your wattsapp agent confirms existing issues in the area?
Reviewer
Craig
Location
New milton
Date
18/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We attempted to change to virgin, due to our last provider having rubbish customer service, and virgin were offering a lot faster speeds of Internet. We were told that this new Internet would be hooked up within a week. 4 days later they told us there had been a delay, it would now be done in the next two weeks. A week and a half later with no news we called to get an update, the person we spoke to in customer service was very nice and GUARENTEED that it would be done by the end of the week. The next day we got a call saying that it would not be done by the end of the week and would be done in the next two weeks. Now by this point our old provider was going to be ending in a few days, so we asked if they could provide a Internet dongle, so that we could have Internet, as it was needed for work ect, and it was their fault we didn't have Internet. They then replied saying that unless you had been without Internet for 8 weeks they would not provide it (which is rediculus, who can live without Internet in the modern world!). Finally after many calls over the next few days, we managed to get them to send us the dongle, but not before we got the news that we may not get our WiFi for another 6-10 weeks...
Fine we can live with a dingle for a few weeks (stretching a few). They then gave us a new date for installation 8 weeks later, for after the 10 week mark, we didn't complain as we finally had an install date. Then today, 4 days before that date, they tell us its delayed another two weeks. This is beyond rediculus and we will be calling tomorrow to see how they can compensate for how much they have been screwing with us.
Reviewer
Lynn
Location
Burnham on sea
Date
16/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I will NEVER buy anything to do with virgin media ever again. After work was carried out in my road to get us connected to fibre broadband through avonline company employed by virgin media my car got scratched as they had used it as a barrier between their barriers. I have photos of the site foreman barging past my car, work men with machinery next to my car. On witnessing all this going on I moved the car and spotted the damage. After bringing it to virgin media’s attention they refused to pay for the damage. Vile company and clearly don’t care as they don’t take responsibility for the actions of their contractors
Reviewer
Lorentas
Location
Darlington
Date
16/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
80% exit fees for left months
I incurred an exit fee of £240 when I was moving.
There was no broadband services available in new area so I needed to leave Virgin media. When I was signing there was nothing clearly stated that I will charged that much. Only later through third party websites I find out about possible fees.
Very disapointing when go into contract and later find out that there will be such fees only when bill comes.
Speed is great comparied to other providers. Unfortunately lacking of clearly stated fees in contract which outweights this pro.
I tried to make a compaint through website to submit form but was not able with message "Sorry, there's nothing to see here"
How it can be even allowed 80% fees paying for services you will not use.
Been using different broadband providers in past and always left with good terms. Seems not this time.
Reviewer
Kehinde
Location
Mitcham
Date
14/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is a scam! They had an outage and told me that if they couldn’t fix it, I could cancel my contract. For 27 days, they had a recording that apologised for the outage. On day 28, they took off that recording.
On day 31, I asked to cancel and they had the nerve to tell me that I couldn’t cancel because I had only reported the issue twice instead of the times. The next agent told me that they had fixed the issue, which was a lie!
They still won’t cancel my contract without penalty and have been taking money from my account.
This issue has affect led my work and I can no longer work from home because their service doesn’t provide the connectivity that I need.
Avoid them like the plague that they are.
Reviewer
Tim
Location
Milton Keynes
Date
12/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
The standard of customer service that I have recently received from Virgin Media ranks among the worst experiences I have ever endured when dealing with any business. I made contact to arrange a home move, aware of the fact that there were likely to be complications as I would be staying with friends temporarily whilst between addresses.
I was informed within this conversation that there was no mechanism within Virgin Media's contracts to pause in such an event, despite this being a very commonplace occurrence. As the contract could not be transferred to my temporary accommodation, I was informed that it would be terminated as soon as new residents commenced a contract at my previous address.
As I had no desire to end this contract and had every intention of transferring it to my new permanent address or recommencing at the new address, I requested that the termination fee be waived. I was told bluntly that this was not an option and that no level of management would have the authority to waive the fee.
I have spoken to multiple members of the home move and customer service team but have been unable to speak to a manager at any point. I was promised a call back from a manager at 9am the following day. This never materialised.
When I called back to request the promised conversation with a manager, I was informed that a manager had tried to call at 9.40am. This was absolutely untrue. After multiple conversations with further members of customer service staff, I was informed that the aforementioned manager would try to call again and that another manager would ring me back within 72 hours.
These calls have again not occurred one week later.
My account has been terminated with no written notice, I found this out only because I logged into my online Virgin Media portal to find that my account had been closed. My Virgin Mobile account, which was directly associated with my Virgin Media account, stills works, but I have been given no information about the terms and conditions of this ongoing service.
All in all, this has been an appalling experience as a customer, leaving me to pay a significant fee despite having actively sought to remain with Virgin Media. Almost all staff involved have been wilfully obstructive and management appears to be either deliberately evasive or extremely incompetent.
Given the inept standards of service that I have received, I would never recommend that anyone ever uses Virgin Media's services for any purpose.
Reviewer
Greta
Location
Edinburgh
Date
10/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It is a joke when you're moving home, Virgin is not available there and they charge £200 for disconnection fee! Customer service is useless.
Would not recommend Virgin to anyone, made a mistake by choosing them.
Reviewer
CL
Location
London
Date
09/10/2021
Ratings
Speed
2.00 stars
Comments:
Customer service is rubbish. First of all. you can only chat through WhatsApp and they take ages to reply. Besides, they just basically ask you to wait for the issue to be fixed by itself! My hub has not been working properly for 2 months. All they are telling me is just to unplug and plug it back but can’t give me a replacement hub! It’s ridiculous!
Reviewer
Daniel Ortega
Location
London
Date
09/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
**READY TO READ WHAT HAPPENED?**
Back in 20 August we stopped getting WiFi service in my flat. We called a number of times to get it checked, they did nothing. They sent a few engineers to check, and nothing. They sent their third-party construction company Kier to check cabling, only to find out there cables were torn and weirdly installed.
Fast forward, almost two months later WITHOUT internet service. Dates kept getting pushed and pushed and calling customer service was pathetic; they did not know what to say or how to stall this problem. I wanted to escalate this terrible customer service and they said they were not allowed.
Even third world countries (I should know because I am from one) offer better services and show MUCH better attention.
**THINGS GOT WORSE!!!!!!!!!!***
A month and a half after not getting services, we check the bill to see we need to pay more (GOD KNOWS WHY!??!) -- We called only to find out Virgin forced us into an 18-month contract without contacting us. We decided to terminate services, after they had given us false hopes. Of course, they did so in a blink of an eye so they don't have to deal with us.
DO NOT EVER PAY FOR VIRGIN'S SERVICES. THEY ARE INCOMPETENT, INDIFFERENT, AND LAZY.
Virgin if you are reading this, you can contact me all you want, I would LOVE to hear from you and see what is your excuse you left us close to two months without services.
ZERO STARS
Reviewer
S Detheridge
Location
Stourbridge
Date
08/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Be warned! There is no customer service whatsoever! It seems to be the norm with most companies but Virgin are truly the worst to try and discuss/sort a problem. They've cut us off and advised us the new router is being sent to our new address in Slough?????? We have not once said we are moving as we're not!
Reviewer
Davide
Location
London
Date
07/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The service was ok although expensive but the worst part happened when I moved abroad at the end of 2019.
Considering my account was in credit I was then due a check which Virgin states was sent, received and cashed but it was surely not cashed on my bank account.
After dozens (literally) of phone calls (where I spent much more the amount I was due) just to find out what happened and who cashed it, Virgin is still refusing to support me during the process while stating "we launched an investigation and will let you know next week".
2 years and nothing happened.
Reviewer
Stephen d
Location
Bromley
Date
06/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband cuts out every day and is no where near the advertised speed. I'm bored of spending hours of my life on the phone, half of it passing the same long winded security checks to then get no help with the terrible broadband service provided. I recommend you NEVER ever use Virgin Media. It is by far the worst provider I have ever dealt with, and they have the worst broadband despite their bold lies. If you are being locked in a contract with them and you want to leave early, check your consumer rights
Reviewer
Ivaylo
Location
London
Date
05/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Overpriced, unreliable, slow, annoying and very disappointing service. Cannot be trusted to cover your daily needs. Only using it because of phone line limitations. Paying trough the roof for nothing. Avoid!!!
Reviewer
Amanxa
Location
NorthEast
Date
03/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
I've been with Virgin for 4 years.
In Feb after repeated phone calls I caved in and accepted a new contract.
I now have to move house as landlord wants property back. The new property isn't supplied by Virgin, well tbh I'm not sure because they said it was then changed their minds!
So because Virgin can't supply my new address I bhave to pay £240 early cancellation fee.
I've been a loyal customer of 4+ years, only agreed to the new contract because I was bullied into it and now have to pay to leave because they don't supply my new address. Daylight robbery
Reviewer
Harry McReynolds
Location
Enfield
Date
01/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer service ever, very rude and undertrained, massively overpriced, am looking for a new provider
Reviewer
Tammy
Location
Sunderland
Date
30/09/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I am actually writing a review on customer service more than anything. I have just moved from Devon to Sunderland. The provider I had in Devon was not too good so I decided to go with Virgin Media as the previous owners had been with Virgin and it seemed the easiest option. My router arrived exactly when it was meant to but I could not find where the router was meant to be connected. I was sooo frustrated. I went online, was asked when I wanted an appointment for an engineer to visit. I requested same day. Two fantastic engineers arrived, Adam and Dave and fixed the problem. There wasn’t actually a problem it was me being blonde but the service was brilliant. Thanks VM.
Reviewer
Sam
Location
Cambridge
Date
30/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Almost certainly the most dishonest, lying company I have ever dealt with in my life. We're paying for 213Mb/s and we can rarely get more than 5Mb/s, more than once it's dropped below 0.1. After they sent us the router it took 5 days to get any connection because they hadn't bothered to maintain their own infrastructure properly. The router has an effective range of about 5m, and if you want to get a booster so it'll actually cover the whole of your house, it costs you an extra £5 a month - that is, when the boosters are in stock, which they never are. All of their customer service is automated, so it's basically impossible to talk to a human being who could actually be of any use. They frequently lie about their services: if you download the app it promises to "optimise" the wifi for you to eliminate blackspots. This makes absolutely no difference to your actual connection, and yet they still claim to have improved it every single time. While they were trying to sign me up they promised I'd have access to an individual advisor, Daniel Gray, in case I had any problems. I have tried to ring Daniel Gray 5 times in the last week and have sent him 2 emails and he has never yet responded to me: apparently he only wants to talk to me if he can sell me something. Totally dishonest, nakedly greedy, transparently uninterested in the actual service they're providing so long as they can sign you up to pay them £35 a month.
Reviewer
Migurl
Location
Kensington
Date
29/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One of the worst customer experiences I have ever had. I've ordered a "self-install kit" which came - 10 days late! - with a flaw (the power supply did not match the wifi hub). Despite not working, Virgin activated my account anyway and started charging me for broadband. I have spent more than 2 days on the phone with the customer service (more than 7 hours on the phone in total) and the best reply I got were that an engineer couldn't be booked until 2 weeks later. After much complaining, I was told an engineer would come the next morning, but no one showed up. I called Virgin again and was told that the engineer had contacted me twice (I have no missing calls on my phone). After this, I was told someone would contact me "within 1 hour". Three times. No one did... this went on for 3 days and I still don't have an up and running broadband service. Absolutely horrible experience. I'm obviously never using Virgin again, I have been completely disrespected as a customer.
Reviewer
Chris
Location
Manchester
Date
29/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I switched broadband last month. Had an engineer booked for Monday, but they said I could install myself. Received the package and can't install because we dont have a VM socket.
I spent 1 1/2 hours on phone to 6 different people on Monday. They won't send anyone out until Friday, despite explaining to them I have to work from home and rely on broadband. Wasn't told I'd need a VM socket when signing up. No after sales support.
Spoke to 5 different people today over 45 minutes and they all blame other departments, transfer you and you have to repeat the same things you told the previous person. Nobody takes responsibility, nor cares. Wouldn't even let me raise a complaint.
Rang them back and cancelled due to their appalling service.
Reviewer
Mitali
Location
Crawley
Date
28/09/2021
Ratings
Satisfaction
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have been with Virgin Broadband Media from nearly 1 and half years as in market its says..its a high speed internet provider..But i didn't feel as many time my speed was 10 MBPS while they are offering 200mbps. Customer Service Sucks, Nobody is helping.. I have to move my house as landlord sold the property and i have to pay for exit fee for the virgin Media contract. No one mention to me when they are selling to me the contract. I am ready to keep Virgin Media at my new property as i don't want to pay Exit fee (do not think because of service as its sucks) but they are not providing service where i moved and its my mistake that i am going out of contract as Virgin media saying.. So my suggestion do not go for Virgin Broadband, i never suggest to my friend after going through this type of pathetic service which not helping and understand their consumer. I have give 0 star to the customer service..Please Note
Reviewer
Elle
Location
Huddersfield Berry brow
Date
25/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The broadband is absolutely shocking, doesn’t connect around my whole house and disconnects everytime I go upstairs. Constantly tells me my password is incorrect and disconnects from my phones and iPads. Would not recommend 100% going back to sky
Reviewer
Timur
Location
London
Date
25/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely horrible customer experience. The services are good if it actually works but the moment you have an issue good luck getting anything done about it. My router blew a fuse and I had to wait for a replacement for a week and they wouldn't even honour the promise of 8£ off for every day you're left without Internet because apparently weekends don't count towards those days, so why should I be paying my bill for those days if I won't get any service or my downtime isn't important. Now I am having intermittent cut offs every now and then for the past 2 days and when I called was told I have to suffer through it for another 24 hours and monitor the connection, what an absolute joke, it's been like this for the last 2 days so I have done 48 hours of monitoring.
Reviewer
Peng Hui
Location
Fitzrovia
Date
24/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Internet connection (fiber) is really bad, it goes on and off and unfortunately in our case it is during weekend. The lights on the hub just blink for no reason and the internet will be off for hours. Then we checked and their website says everything is fine. We booked an engineer which is 5 days later ( the earliest). And the next day it will resolve by itself and the engineer doesnt have to come again. This thing happens almost every week. Ffs. Things are so annoying. Useless company. Avoid at all cost.
Reviewer
R Brewer
Location
Derby
Date
24/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Breathtaking incompetence and shockingly poor service. The installation date was booked and I waiting, standing, at the unfurnished property for 5 hours only to be informed by the driver that he was not in Derby but in Manchester. I had phoned twice to check on when he was coming to be told he was on the way. He had the right street name in the wrong city and part of the country. Need I say more? An hour of holding on the phone TJ try to speak with a supervisor and 15 minutes of being identified in the Philippines and still no joy for what is to be a £1,000 per year order. Shocking…
Reviewer
Joe
Location
Tadworth
Date
23/09/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
After last price rise from £27 to £52 then to £62, I decided to cancel the service and go with someone cheaper. Talk Talk offered me service for £23 per month. I cancelled Virgin contract and moved to Talk Talk. To my horror, their promised Fibre internet is a phone line! when I enquired following many calls, I was informed that the Fibre cable is only to the cabinet and connection is via land line! I tried to upgrade to full fibre 500 for £30 but after calling and waiting for hours....their customer service is appalling, they either redirect me to another operator that asks for all details again or hangs up. I came back to Virgin Media, within few minutes, everything was set up, new channels added free of charge, 2 new boxes order to replace old one and arranged for an engenderer to fix my land line. What an amazing service!
Reviewer
Kevin
Location
West London
Date
22/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Can’t wait to the end of the contract and leave VM, broadband constantly down and the agents make false promises. What a terrible company. The network is so old and lacks maintenance so the broadband is consistently slow and goes down regularly and the support centre staff area always blaming each other within the company.
Reviewer
soumayah
Location
CHEADLE
Date
22/09/2021
Comments:
save your money and stay away from this company. so slow internet
Reviewer
Tom
Location
Alsager
Date
22/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
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
Reviewer
Dominykas
Location
Manchester
Date
21/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I'd rather shoot myself than use this company's services myself. Everything was okay up until the point where we needed to cancel. Booked an appointment after moving and explicitly told them my address and phone number. Their people went to the wrong address, didn't call, and I found out that the customer service person didn't even update my address or phone details during the previous call. I was then told they updated both of these and that they booked a new appointment. Sike, they didn't A few days later I received an email that they're charging me 40 quid for the unreturned kit THAT THEY THEMSELVES FAILED TO PICK UP. I called them up, and they told me that they cannot guarantee pickup even when its booked. SO WHY HAVE A SERVICE LIKE THAT THEN? They also said they cant track which collector does which appointment so no liability for any of them, and I am left with a 40 quid charge which is after I gave them the whole loadout of information 3 TIMES. Insane, I'd probably rather go without any internet than to go with VM
Reviewer
Stefan Ciobanu
Location
London
Date
21/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Virgin has got to be one of the worst internet providers in UK or the world. They have failed to create my online account, they have mispelt my name and I wasn't able to access my account for the first 6 months. The only way to complain about that, and the internet that kept disconnecting throughout the day was through an online account which I didn't have access to. I have contacted them 10's of times and wasted many many hours trying to get access to my own account that I was paying for :). A year has passed I have cancelled at the end of my initial contract, they have sent me several letters saying that they will be deducting several ten's of pounds from my account if I don't send them the equipment back. At the same time I had their engineers text me saying they will do a pick-up from 9 am to 7 PM, for 3 days in a week and no one showed up. I had to re-arrange my day and miss some work because of it and when I called them to confront them about the mess that is their operations, I asked what kind of compensation I could get for my lost time, as I would assume if their engineer was the one waiting for 3 days I would've gotten quite a generous bill. I have been placed on hold for 10 minutes and then they hanged up. :):):).
THE ABSOLUTE WORST PROVIDER I HAVE EVER EXPERIENCED - CUSTOMER SERVICE IS JUST A WORD IN THAT ORGANISATION, ITS ACTUALLY ONLY THE CUSTOMER THAT IS SERVICING THEM, THEY ARE INCOMPETENT, TAKE NO OWNERSHIP OF THEIR MESSUPS AND ARE JUST TO BE AVOIDED - PLEASE LISTEN UP!
Reviewer
A
Location
London
Date
21/09/2021
Ratings
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Worst company ever. Avoid, they don’t care about you just ££££. The only good thing is internet speed.
Reviewer
christopher solomon
Location
Canterbury
Date
20/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Honestly, just the most awful company I have ever dealt with in my 30 years in business.
Failed to deliver the product promised. When I enquired as to why they then failed to pursue what went wrong. The personnel who made the initial sale ignored all my subsequent (and let me stress POLITE) enquiries by phone and email for an update.
After 4 weeks waiting for a device that I was promised within 2 working days, I made an official complaint. Was promised an immediate response and 'escalation'. The complaints department then totally ignored all my subsequent requests for an update. It is now 7 weeks later, no device delivered and I have heard absolutely nothing. Now given up on them.
I am just incapable of saying more that can be printed about just how dreadful they are.
Where do you go to complain about a complaints department that does nothing and does not respond or process your totally reasonable and legitimate complaint (we had a customer waiting for the device) ?
Based on my experience, do not touch this company. They are totally incompetent and clearly they don't care at all.
Totally and utterly useless.
Reviewer
T Langsdale
Location
Alsager
Date
20/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
Edward Rose
Location
London
Date
18/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Virgin broadband has been the single worst customer experience of my life. Ever since it was installed the connection has been intermittent - disconnecting about 5-10 times per day. This makes it impossible to work from home. I have spent countless hours on the phone to their technical team and every time they just the same thing - tell me to reset my router (which I've done over 10 times), move closer to my router (has no impact) etc. They then run automated tests and tell me there's no problem, as if somehow I'm imagining it.
Then when I went to cancel my connection they told me it would cost £240. I asked them what they would need in order to waive the fee, and a lady told me I would have to ring the technical team and get an engineer to visit and be unable to resolve the fault within 30 days. I then asked her why the technical team hadn't sent an engineer on one of my last 4 calls and she told me I didn't meet the criteria. You couldn't make it up. Kafka-esque doesn't even begin to describe it...
They're the worst reviewed broadband provider for a reason and I wish I'd read up on them more before starting our package. Avoid at all costs - as if anything goes wrong their customer service system is just completely impeneterable.
Reviewer
Fred Hodson
Location
Penwortham
Date
17/09/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Start price at £25 was reasonable for 100Mbps speed, basic TV Freeview channels, telephone which I didn’t need as I had a VOIP phone.
On renewal of the contract the price went to over £52 more than double the introductory offer.
I have therefore returned to Talk Talk 100Mbps 2 year initial contract. No doubt the price of this will rise on completion of the initial contract. When I will have to change ISP again. To me keep changing due to exorbitant price increases is false economy. 3 customers in our neighbourhood have already dropped Virgin in the past 18 months another is about to drop sky because of exorbitant increases.
Reviewer
Mark nicholson
Location
Mansfield
Date
17/09/2021
Comments:
Don't use. Confirmed my installation date several times over two weeks then decided 4days before installation to postpone for two months. After complaining they offered me a free dongle for the two months which since my current supplier had be cancelled meant at least I would have WiFi access. However I was then told when contacted the following day that I had failed the credit check for a dongle which they were giving me for free, even though I passed the credit check for the broadband they were going to charge me for. On complaining yet again suddenly on the day before original instalation date I got told that the work needed that had caused the postponement was too costly and the I stallation was being cancelled. I then received an email from my current supplier saying that they had been contacted by virgi media to say that they were taking over our supply so my current supplier would no longer be supplying our broadband leaving us totally disconnected
Reviewer
Isabelle
Location
Bushey
Date
16/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Glad to finally be able to get rid of it. Customer care is rubbish. They do not listen to the customer and dont care but are very eager to take you our money and give fines on top of it. Better off without
Reviewer
Nick
Location
Cambridge
Date
15/09/2021
Comments:
Dreadful.
Literally THE worst broadband service I have ever encountered.
I'm on Virgin Media Business Broadband and have hours of downtime every week - It's impossible to get work done consistently, useless support from overseas call centres that have terrible training, never call back, useless engineers and even 2nd line support has no idea why we have no Internet every week!
AVOID!
Reviewer
Will
Location
Lydiate
Date
15/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don’t even go there spent longer on the phone than wall streets biggest hitter, whilst trying to cancel the account luckily before it started in contract they just tried to sell me more. Clearly only a day training for customer service, it was comical
Reviewer
Mark Williams
Location
Peterborough
Date
15/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Easily the worst customer service I have ever had, for any product. I have stayed with Virgin ONLY because of the broadband itself. Getting any attention from them is absolutely hopeless, and they ask you to jump through hoops for every single inquiry. I will never use Virgin Media again.
Reviewer
Lee
Location
Leicester
Date
15/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
The most god awful customer service ever. They have a chat bot that sends you around in circles. No one to call, eventually you'll get through to a rep via chat that can't solve your problem. Virgin has been billing me incorrectly for months and never solves the problem and overcharging me. Finally I refused to pay as they owe me money so they've cut me off from my Internet now and still haven't corrected the billing owing me money adding charges to my Internet and cutting me off also! And STILL CANNOT GET ANYONE TO TALK ON THE PHONE TO!
Reviewer
Christopher Letts
Location
Peterborough
Date
14/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
appalling service. We have always had trouble with the internet in our area.. then we went 6 consecutive days without any service at all! We were told lies over and over again saying it will be fixed in 10 hours. After 10 hours have passed they said another 7 hours.. untill eventually 6 DAYS HAVE PASSED. We had no one to contact because they knew the internet was down so we could only speak to a robot that automatically hangs up. We had no choice but to switch providers after 6 days of no communication. BEST PART!!! They didnt even comp. our bill for the WEEK OF NO SERVICES PROVIDED.. THEY CHARGED THE FULL MONTH AND EVEN HAD THEN NERVE TO CHARGE £240 Cancellation Fee.. which my husband and i will fight till we die-- even when we most likey lose it wont be worth the £5 a month we will pay you.. not to mention I will tell everyone to leave you!! so was your £240 really worth it?? Im sure it is cause thats how you are keeping the company alive off of Cancellation FEES ALONE!!! No apology no compromise.. not even after offering £100 to leave.. well.. lets do this thing then.. you wanna dance. I got my tapping shoes on!!!
Reviewer
jp
Location
Liverpool
Date
13/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
customer service is a nightmare, trying to switch providers is a hassle with constant dropped calls and needing to call back in to be led around in a circle when all I want to do is give my 30 day notice. Overpriced and annoying
Reviewer
AG
Location
Essex
Date
10/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Installation process really bad. Ducts blocked on pavement. First lot of engineers couldnt fix external installation as that is another team. Engineers failed to turn up twice to address. Got 3rd date. Customer care awful. Can't explain when ducts repaired so they have given me another date. So I challenged them so your going to do the pavement and the external installation and internal instalation on the same day then. I've told them if it doesn't get sorted on 3rd attempt im cancelling my order.
Reviewer
Barbara
Location
South Croydon
Date
09/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I've been experiencing constant problems for the past 2 years. As the speed and reliability got unbearable, I finally changed to Sky today.
Reviewer
Emma
Location
Date
09/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ABSOLUTELY DISGUSTING COMPANY!!! Decided to leave because it was too expensive. Chose a new provider last november. Haven't used their services since. Got a letter from debt collection company to say i owed £192.00 so i payed. It's nearly a year on and they ring me at least 8 times a day! Apparently i owe more money. Rang them, answered security questions. She then went on to ask if i was going to make a payment. I said absolutely not!! My answers to my security questions were all of a sudden wrong. I know my own d.o.b!!!! Told me to ring back when i remember them. Unbelievable company. How can you owe money on a service that you're not getting?
Reviewer
Daria
Location
London
Date
08/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Absolutely abhorrent company. Getting in touch with customer service is purposefully made as hard as possible. Here is the trick - when you call them to cancel, press the "Want to upgrade" option. You'll be transferred to an operator in 5 min instead of 25.
Reviewer
s
Location
s
Date
08/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
do not use virgin media. They are robbers!! They charge you 2 months bill in the first month you 'join' (they consider you a new customer even if you are an existing customer and move house--this is how they get money from people). Then they also charge you again for the 2nd month!! They claim it is in their contract but they never send that to you. Please avoid!!!!
Reviewer
Jon R
Location
Brighton
Date
07/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Do not use their refer a friend scheme - utter scam. The broadband is patchy at best. Customer Services is non-existent and do not reply to questions. Looking forward to my contract ending!
Reviewer
Phil
Location
Bristol
Date
07/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I had to move home for work reasons, they said their broadband was not available at my new place (Bristol town center) and I have to pay a £240 cancellation fee!!!
Reviewer
Le oleary
Location
St zlband
Date
05/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Consistently dreadful, costly, cheap software, pointless support
Reviewer
John Handyside
Location
Livingston
Date
04/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I phoned on behalf of a 79 year old neighbour whos phone line was broken.
After 2 hours on the phone listening to the song "is there any body out there" (is this a joke!) I got cut of twice and 2 other staff couldnt understand my accent then their virgin computer could not accept that a old copper landline cable was at fault - their diagnostics were that all was ok - they just cut me off? The last chap, understood me, and swiftly reported it and got things done - you have 1 good member of staff out of 5?
Reviewer
Mike
Location
wirral
Date
03/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Would never use again. Customer service is the worst from any company ever dealt with. Internet drops out or is slow. Cancellation charges are ridiculous even when they wont provide service to you because they are not in the area you are moving to. Staff are rude and aggressive
Reviewer
Kieran
Location
Brixton
Date
03/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have moved and the Virgin Media team have lied to me over and over again. They're not just incompetent, they are trained to lie and tell you things are happening they have no intention of doing. They contradict one another and blame every other team for failures so nothing is done but they constantly promise solutions they never plan to implement. They're forcing me to stay with them despite providing no assistance and no installation of broadband whatsoever. It's a criminal act and I will seek legal recompense.
When I did the move they said the property was ready for self installation. A lie. Technician comes, there's no plates or cables. Use the online service, they promise an installation before 6. No one turns up. I call customer service: the request was never submitted. This new person promises an installation before 9pm. No one turns up. Phone back this morning. No record of that conversation either. The installation team can't book an installation because the account is open. The calls team says an engineer is coming tomorrow. I call customer services. They say no engineer is coming. I ask can one be sent. They tell me the technician has said the property may not be serviceable. So I ask to be cancelled without charge. They say they can't because it only may be unserviceable. Who can judge this I ask? The area field team. Can I speak to them? No. Can the customer service team speak to them? No. Who could? A line manager but they're all busy wait to be called for 7 hours. I stay on call refusing to leave, a so-called busy line manager speaks to me within 10 minutes. Promises to speak to area field team.
The issue isn't resolved and it's clear Virgin Media have no intention of doing anything about it. Completely unethical and illegal. I'm being forced to pay for a service that is not being provided. And they refuse to release me despite not doing anything...
Reviewer
Kevin
Location
London
Date
02/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely horrendous. Wifi was not installed until a week or two after the contract start date, yet I was still charged for the full duration. Internet speeds never reached the base minimum speed stipulated in the contract, yet every time I called technical support I was offered zero resolution except to purchase a booster for an additional fee each month. Now after finally reaching the end of the contract and terminating service, I'm being charged an additional fee for not providing advance notice of canceling/not renewing service? Calling customer support to dispute this charge has resulted in, "well, we can see all the notes on the account for when you called with issues, but, that's not our problem, so you still have to pay this fee." DO NOT USE VIRGIN MEDIA. Disgusting company. I could not be less satisfied with my experience.
Reviewer
julian
Location
edinburgh
Date
02/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
3.00 stars
Comments:
Like the Bates Hotel you can check but never leave - I have been trying to close my account now for over 24hrs most of that time was spent in endless hold patterns on web chat - when one eventually does get a response from an operator all they want to do is try an dup sell more services - then they say oh sorry cant help you I am only in billing you will need to speak to team X Shall I transfer you now - then one is on hold again on webchat for hours - up to 2 hrs in some cases and then the whole thing starts again eventually they say ok now can you give characters 1 7 6 from your password you use to speak to us - I have never spoken to anyone at Virgin for over two years and dont recall ever having a password other than the one I use to log into my online account through which I am chatting to them !!! Oh we will send out a new one - it will take 5 days to arrive - Arghhh Its only because I then complain using formal complaints section - difficult in itself to find on tehir "helpful website and threaten them with OFCOM that they eventually give a number to contact after hours of course. So I call this am and hey presto bloke starts teh upsell routine - he fairly quickly gets the message that I want nothing furtehr to do with Virgin ever and so eventually pasees me to a reasonable lady outside Glasgow who cancels my account within 60 seconds - see it can be done easily why oh why does it take over 24hrs to get through to someone with a brain. If Richard didnt spend so much time spaced out maybe he might realise what a crap business he has
Reviewer
Jorge
Location
Barbosa
Date
02/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
STAY AWAY
Please DONOT be lured by offers you see by virgin media! They are a horrible, money grabbing business, and I know that is most businesses now but these lot are scum! We brought our first house and decided virgin media were doing a good deal on phone/broadband/tv package so we went with them. After a while we literally had to call them every month as they kept trying to up our direct debit without letting us know. Some months it would go from £50 to £85! It’s a constant argument with them and their customer service is rude as anything! We put up with it for a couple of years because we were tied into a contract but we have tried to leave now and apparently we are still tied into a contract 3 and half years later..but that’s ok not to worry because there is only 4 months left on the contract. We were quoted £147 to be able to cancel and leave them, we wanted to pay it over the phone but we couldn’t and had to wait for it to be taken out of the bank account by them. I have unplugged the tv box and turned the WiFi router and phone off just so that we knew there wouldn’t be any additional charges made up by them. They have now taken out a payment of nearly £250! Even thought all the boxes and WiFi router have all been sent back to them! Honestly the worst telecommunications company I have ever dealt with! STAY AWAY!
Reviewer
Brian
Location
Bournemouth
Date
02/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Left Virgin Media in March and they continued to take money from my account for 3 months but assured me this was normal and I would be refunded. It is now September and I'm owed £118 for money taken after the service was discontinued. The customer service is just a continuous stream of lies and false promises, they lie every time you call, promising the money will be with you this week etc. I'm so sick of it now, I've been deceived for 6 months and am left with no option but to go through the small claims court. DO NOT BECOME A CUSTOMER OF THESE THIEVES, THEY ARE CROOKS.
Reviewer
Silvian Lupu
Location
Manchester
Date
01/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I only gave them one star because there is no option to give 0 or even minus. I am utterly disgusted about this company and reading all the reviews here, I am surprised they are still in business.
Besides the fact that they increased my price without sending me a notification ( they claim they did but i never got it ), i ended the contract with them before the end which was in April. I mainly used their internet to connect to my work VPN and it worked just fine until it didn't. The problem was the DNS static address which kept on kicking in every time i tried to access my VPN. After spending the usual 3 hours on the phone and being passed around different agents who were only good at asking my security details every time, after explaining my problem to each and every one of them, the last agent told me I need to pay an extra 5 GBp / month for a more secure hub but could not guarantee that this will fix my problem. That was the moment i decided i need to quit their service but surprise surprise, i need to pay an early disconnection fee of 150GBP. So they cause me the problem, they force me to quit their service and they want to charge me an early disconnection fee. This is the real hustle. Luckily, i can claim the disconnection fee from BT, so all good there. People, sooner or later, Virgin media will cause you headaches. Avoid this company like plague.
Reviewer
Harvie
Location
Stockton
Date
01/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Connection doesn't even reach the bedrooms upstairs
Reviewer
Marija
Location
Date
01/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I was forced to move my home by my landlord as he is selling the house, and I was planning on taking my virgin media broadband with me, but turns out that virgin media does not provide services on my new address. So I was forced to close my contract prematurely, based on something outside of my control and due to virgin media limited service provision, and YET I am told I have to pay early cancellation fee of £222! This is extremely unfair and the fact that there is no leeway for this circumstance is outrageous.
Reviewer
Davide
Location
London
Date
01/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The service was ok although expensive but the worst part happened when I moved abroad at the end of 2019.
Considering my account was in credit I was then due a check which Virgin states was sent, received and cashed but it was surely not cashed on my bank account.
After dozens (literally) of phone calls (where I spent much more the amount I was due) just to find out what happened and who cashed it, Virgin is still refusing to support me during the process while stating "we launched an investigation and will let you know next week".
2 years and nothing happened.
Reviewer
Maddison
Location
Timperley
Date
31/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My mother in law called to renew her contract after her husband had recently passed away because she needed to change the name on the account and manage finances. After agreeing still a ridiculously high price they proceeded to send her a bill with new customer fees included. When she rang to question it, baring in mind she has been a customer for 20years they said well she’s now classed as a new customer so the fees were applied, she questioned this as she was never offered the new customer offers which were significantly lower. The response was well we are a business - if you take the higher price than we don’t offer the lower prices. Disgusting behaviour from Virgin Media, i will also be cancelling my account now!
Reviewer
N
Location
Southampton
Date
30/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Hello, it will be my story about vigine media, well at the beginning it was okay nothing about to complain, but bad things started to come out when I decided to cancel my contract, in first time when I did call them I spoke with guy about cancelling paid about 60 pounds I was like okay, and after 3 months they started to charge from me some bills, I was trying to call them 1 month, and finally I did it, and they said what this first guy didn't cancel my contract and after 60 pounds I paid 270 pounds to cancel it again, so that's how VIRGINMEDIA works .
Reviewer
Anna
Location
Bedford
Date
30/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT USE! Booked self installation broadband. Router apparently sent 3 times but never arrived. Spent hours on the phone endlessly being put through to different people who all told me different things. Was given "100% guarantee" of arrival of router several times - never arrived. Left me without broadband for 3 weeks. Ended up cancelling my contract and signing with a different company.
Reviewer
Angela dickson
Location
Essex
Date
29/08/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Our whole package has been down now for4 days. & will go into the 5th since last update tonight. Due to an outage in this area, very frustrating, no information other than an outage and having to check ourselves on any updates. Never been without, telephone, t.v. WiFi altogether absolutely apauling and can’t even speak to a person
Reviewer
Ravi
Location
London
Date
29/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Firstly I've been with Virgin Media for many many Years when they used to be called NTL. Firstly i ordered a new remote control for my Virgin TiVo box and i recieved an old battered up remote control with dents, grease and scratches and dusts. How is this new and even hygienic i pay a lot of money for a whole virgin package. Secondly ive been havinh issues with their fast broadband and everytime i call no one helps. I dont need a technician sent to my home everytime for them to do and say the same thing and it still doesn't work. I don't want to stay on customer service calls for 2 hours waiting to hear the same things again and things i already tried. All i need is a new hub 4 sent to me or just boost my WiFi up a bit considering it doesn't work well and I'm a loyal customer who has every Virgin product. Virgin had amazing service but has been on a ver very big low recently and i am tempted to leave and go to BT or Sky unless things start to change.
Reviewer
Johnstone
Location
London
Date
27/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This guys are the worst anyone can deal with. Do not use them as they will milk you out of your money and their coverage is the worst in the UK.
Poorly ran company trying always to milk people!
Reviewer
Laura
Location
London
Date
27/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The speed is up and down, many technical issues in the area, especial in the evenings, they use an app for communication, which is really bad, I did not have access to my account many times, I couldn't see my account or change anything in my account, the customer service on call disconnect the calls, they provide wrong information, really bad communication. I had to move the contract into another property, really difficult, hours on the phone with different departments which were giving me different information, takes ages to move your contract. Not recommend to anybody. 0 stars
Reviewer
neil
Location
south shields
Date
27/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
disgusting company moving to a new home and wanted to take virgin with me but they do not service the new home so they are charging me £240 early disconnection fee because they can not supply the service i currently pay for
Reviewer
Sarah
Location
Bristol
Date
26/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible customer service. Been told many different things each time I have rang. Considering I was trying to sign up for virgin broadband I am appalled at how challenging this is been. I can’t even comment on the broadband reliability as they haven’t even been able to set this up. Will never use this company again.
Reviewer
Sam Taylor
Location
York
Date
26/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Vindictive Virgin
After repeated faults, raising costs, shrinking content After 30+ years. Try to exit the nightmare begins months months arguments threats harisement. Even after being gone months. Now VV sold on my data getting threats harisement from others. Warning.
Vindictive Virgin.
Reviewer
Dave C
Location
Southampton
Date
25/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Truly awful customer service, to the point of lying about payments made and contract obligations.
Customer service operators are obstructive, unhelpful,but you are forced to deal with them as the website makes it effectively impossible to alow you to give notice of your desire to terminate your contract. AVOID AVOID AVOID
Reviewer
Ian Jenkins
Location
Bexley
Date
24/08/2021
Ratings
Speed
5.00 stars
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 ****!!!
Reviewer
Amanda
Location
Sn21pp
Date
24/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wouldn't recommend to anyone there costumer services there rude they always lie and twist things there internet is so poor its always down and there TV packages are through the roof we are leaving them after being with them for 6 years they are rude rude and more rude just won't your money for a crap service
Reviewer
Susan
Location
Bristol
Date
23/08/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
We called Virgin media over a month ago and we was promised a call back from the sales team but we heard nothing then we got three scam calls we told virgin media they admitted that they have had loads of customers complaining about this they advised us to report it as a crime we did but was promised a call back from virgin media but we did not so I went on live chat and after the chat even though I mentioned my issues and what the scammers questions asked and not to use these questions when the real virgin media called they ignored me and asked the same questions so my husband did not feel safe and neither does my son, do not choose virgin media I would never recommend them
Reviewer
Andrew Robinson
Location
BOLTON
Date
22/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I've been with Virgin Media since the days of NTL. 24 years to be precise. They used to be amazing. Quality, reliable, fast broadband.
Over the past 2 or 3 years this has all changed! It's so unreliable. Always down or very, very slow!
But my biggest gripe is the customer service. Lies, rudeness and incompetence. I've about 9 months left and then I won't ever be using this sham of a company ever again.
Honestly, from a very passive, honest individual, please stay clear from usibg/signing up with them. You'll regret it!
Reviewer
David McKenna
Location
Beith
Date
22/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking. I got a service agent and when I asked wether 4 was less than 200 he hung up on me. Absolutely disgusted.... they said it will be fixed in 24 hours....that was Thursday it's Sunday.
Reviewer
Sebastien
Location
london
Date
20/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Well just another person to say what everybody think. I have been leaving leaving in the UK for 24 years and Virgin Media is the worst provider in the all world. Richard Branson can go to space thanks to the money that they are robbing you every month and not providing the service that you pay for. If you do not want to loose your job or to loose day at work. DO NOT SIGN UP WITH THEM NEVER EVER. we are paying a very high price foo internet and about 3 month a year if no more our internet are not working and they will never help you fixing your problem neither give you any compensation. they need to keep this money to have the BOSS leaving on his beautiful private island and to fulfil his fantasy thanks to you while you are struggling to make ends meet and loosing days at work and getting pressure from your managers because you don't have internet and each time you ask them they say that it will take 30 days and when you call back 20 days later that it will take another 30 days. Now you know. Do not make the mistake to sign up with them. GO AWAY FAST FOM ANY OFFER THEY WILL GIVE YOU.
Reviewer
Philip
Location
Newton Abbot
Date
19/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer service of any company I have ever dealt with. Impossible to contact them, hours waiting on hold, useless Bots and Indian call centers. Service always going down, but bills always going up, promises of compensation which were never received. Tried to transfer my contract to new address when moving house. They said they didn’t service my new area and cancelled my contract and are charging me £145 for early cancellation!!! In addition even though I informed them and moved house in July they say they cannot disconnect the service until end of August and will CHARGE me for August as well!!!!! High prices, disgusting customer service, taking money for service not provided. They have no respect for their customers and treat you with contempt. Avoid Vermin Media like the plague.
Reviewer
Greg
Location
Kent
Date
18/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
The worst customer chat system in history. It takes a whole day to speak to customer service and agents are rude and unhelpful. Punitive charges for moving also make this a very poor product in comparison to competitors. Ignore the shiny red branding you’ll save more in the long run with someone else
Reviewer
Ryan
Location
Seaham
Date
16/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband drops out all the time signal gets disrupted due to walls ,leaving you with disgraceful speeds definitely do not recommend.
Reviewer
Geoff
Location
Southampton
Date
16/08/2021
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
The good - fast broadband speed; good hub box
The bad - poor connectivity when the sun shines.
The ugly - very poor customer service & ridiculous cost
Reviewer
Roxane
Location
London
Date
12/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible service. Our internet connection has been intermittent for months and it's getting worse and worse. All my neighbours who are Virgin Media customers are experiencing the exact same issues so this is impacting our whole street (at least). We've all been contacting Virgin Media and filing complaints separately and nothing is being done. Speaking to an actual human is very complicated and when you do, all they can suggest is to reset your box for the 100th time. We're paying £62 a month for a very poor internet connection that is cutting off every 10 minutes. Working from home is near impossible. We have to use our smartphone's 4G as a hotspot instead. I would strongly advise to pick another provider. We can't wait to switch to another provider and stop this nightmare.
Reviewer
Ghulam Khan
Location
Birmingham
Date
11/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Changed from Plusnet because Internet kept dropping getting the same problem with Virgin.
Reviewer
Marian
Location
SOLIHULL
Date
10/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When you need the most it's stopped. Not reliable, I wouldn't recommend.
Reviewer
J M
Location
Edinburgh
Date
10/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The speeds are pretty good, but beware the tricks that Virgin uses to make progressively more money off you!
Do you need 100mbps downland speed? I didn't, so I asked them to put me on a lower, cheaper rate. They did, however they then gave me a compulsory 'free' upgrade, which I then had to start paying for at the end of a trial period. Even without this, your bill will creep up and up - you have to call them at least once a year to voice dissatisfaction and get them to give you a price reduction, which usually comes with a new 12 month contract attached.
Finally, after getting rid of them when I moved out, they took a one-month payment from my account that they didn't need, returning it one month later as a cheque to the address that I'd moved out of! I might not have seen it if I didn't have a forwarding service.
Find a more trustworthy company.
Reviewer
Ibra
Location
Hayes
Date
09/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Worst of the worst. I am with virgin for a long time , initially they were the best when there was no competitor apart the big 3. But now for the last 2 years. It's literally the Worst of the worst . I can't wait to leave them.
Every day, every single day I have no connection, during the night. I work on websites and choose the best speed. Yet I get buffering, or bad quality on different streaming service.
The worst is that I cannot connect to my broadband during the night when most people sleep I still work. I am forced to use own 4g data . Virgijbare quick to charge me fees but I am forced to pay them even when they don't provide adequate service. Hope you go bust tbh, as I feel cheated for the last 2 years. In 1 month can leave them for good. Thank god, I go for hyperoptics
Reviewer
Lee
Location
Merseyside
Date
09/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible! I honestly think I had better internet in the 90’s when we had a dial-up connection. Even writing this review took me forever. I might as well plug my Modem into a potato. I have been a customer for years, and despite the promises, I will be cancelling ASAP. STEER CLEAR OF THIS COMPANY !
Reviewer
antonieta
Location
London
Date
08/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Extremely poor customer service delivery. In my case they installed TV channels that never worked and continued to charge for the all inclusive package.. Once I closed the account they have decided that they would collect their equipment and changed their minds and threatened to charge extra for the equipment if I didn't send it back. Never made an attempt to collect it or sent the prepackaged bag that they promised. Attempts to solve this issue have just fallen into deaft hears.
Reviewer
Paul Hemmens
Location
Ampthill
Date
08/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A communication company that won’t communicate once you have signed the contract. WiFi signal is terrible, will never deal with again
Reviewer
Allen Shaw
Location
Caterham, Surrey
Date
07/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The broadband I actually think is good and reliable in my long experience. But the customer service is so so so abysmal its untrue. You can speak to someone fairly quickly, but they almost certainly can't help you and then you go on hold for the person that can, this takes forever and there is a very good chance you will get cut off! I know, I have been a long term customer and have had so so so many poor poor poor experiences! They just don't care to sort this major issue.
Reviewer
Alice
Location
London
Date
06/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
I have been with VM for 6 years but the last year has been an absolute ordeal and I just cannot say how much I would recommend you stay away. Not only has our bill ramped up drastically (+£15/month), but our network has also been cutting off on a weekly, if not daily, basis. We have sometimes been cut off for entire days, without notice or indication of when it will be looked into. We both work from home and we just can't afford such high unreliability. On top of all of this, customer service, despite being very polite and trying their best, have just been incredibly unhelpful. Every time I have been in touch with VM's customer service, whether to get a better rate (seeing new customers pay half our monthly bill annoyed me slightly) or to actually get an engineer to fix a network issue, they have been very slow and never provided a real solution. Anecdotally, they also effectively blackmailed us into closing a complaint so we could get an engineer appointment, after months of issues and 3 previous engineers visits leading nowhere. Again, nothing to do with the individual employees, they have all been lovely, but VM as a company deprioritise loyal customers and does not care which level of service they actually provide. The company is frankly morally bankrupt. After much consideration, we are switching supplier because even if it is (very slightly) slower and if you don't care about ethics, we just really need more affordable and reliable internet. For all of these reasons, I just wouldn't recommend VM to anyone, really. I just don't see how.
Reviewer
Harry McAllister
Location
London
Date
06/08/2021
Comments:
I was a virgin customer for 5 years, I couldn't believe it when they charged me £180.00 cancellation fee as the only reason I had to cancel the contract was because they were unable to supply my new flat in north London. As the new flat is only 1 mile from my old flat it didn't even cross my mind they would be unable to supply it. Absolutely awful company avoid at all costs.
Reviewer
Ron
Location
London
Date
06/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Received fast speeds after I contacted them and they have am engineer visit. Very frequently drops connections and speeds. An engineer has visited us in excess of 10 times in the past year.
Reviewer
Ian
Location
Somer
Date
05/08/2021
Comments:
What a rip off.. Do not use, you have been warned, what a bunch of c u next Tuesday, charge you for any thing they can, rubbish service... DO NOT USE... They will not take negative feed back, how do you think beardy can afford to fly into space, pity he came back...
Reviewer
Mark
Location
Mitcham
Date
05/08/2021
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Was on Ultimate OOmph package, top broadband speed, unlimited everything £150 a month. Tried to upgrade to 360 multiroom, placed order, no delivery, called cust service, got told there is an upgrade fee (this is hidden on third advert page at bottom under a link to open). After arguing that this is hidden and did not come up anywhere on the order I should not pay it. No loyalty for existing customers, we have to pay extra £35 for hardware that new customers get for free. Have today signed up with SKY, cheaper and slower broadband, but I get Netflix and Disney+ included instead.
Reviewer
Chris
Location
Epsom
Date
04/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Do not ever sign up with Virgin you have been warned! the reviews do not lie! They wont even install your line!
Reviewer
Harry McAllister
Location
London
Date
03/08/2021
Ratings
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I was a virgin customer for 5 years, I couldn't believe it when they charged me £180.00 cancellation fee as the only reason I had to cancel the contract was because they were unable to supply my new flat in north London. As the new flat is only 1 mile from my old flat it didn't even cross my mind they would be unable to supply it. Absolutely awful company avoid at all costs.
Reviewer
Kai
Location
Surrey
Date
03/08/2021
Ratings
Customer Service
3.00 stars
Speed
2.00 stars
Comments:
The only thing consistent about Virgin is how god-awful their broadband is. Random cut-outs that can last for hours, internet speeds so pathetic that I can't load videos when in the same room as the hub, and a signal strength so blindingly garbage that if you dare take your phone to the kitchen with you while you make lunch you'll soon find yourself questioning about a decade's worth of life choices.
God forbid you have any hobby or job that requires consistent internet. The only good thing to say about Virgin Broadband is that it makes for a good verbal punching bag at parties, if small talk is your thing. Consider dial up before Virgin's disgrace of a service.
Reviewer
Bart
Location
Bootle
Date
03/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Virgin media customer service is vary bad. To contact them even at 8am you need to wait around 20/30min and then after long and pointless conversation you are in the same place as before but more opsed. They should provide me broadband 22/7 but they failed so they reschedule to 4/8 but then day before they informed me that they need more time so next attempt will be at 16/8. We will se but now I understand that installation dates are liquid and optimistic. Be ready to wait very long time to get it installed.
Reviewer
Adam D
Location
Balham
Date
29/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
I left Virgin Media after 20 years because the level of service had become so bad. I waited 6 months to try and get a connection changed in my house, and after 4 different visits from their contractors, each a comedy of errors, I gave up and switched to BT. Virgin was the worst service I have encountered ever from a company of this size. But it continues. I returned all my equipment, got a receipt and a bill back on 4th June, but now 29th of July am still waiting for my £65 cheque that is 'being processed'. When I call they move the dates to (even though I have the bill) to suggest they are still within their 'processing' window. This company has become Stalinesque in its capabilities and totally unable of providing any service on any level to it's customers.
Reviewer
Lukasz
Location
Rugby
Date
29/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Realy poor company. Never again
Reviewer
Thi
Location
London
Date
27/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't expect anything from virgin. I had broadband outages, phone line outages and then when you need to call someone to sort anything out, the calls go to call centres in Europe and you would get disconnected through the conversation. You know what's worse they don't call you back so you have to go through the same process again. The absolute worst company. DO NOT GO WITH VIRGIN UNLESS YOU WISH TO WAIT FOR HOURS ON THE PHONE AND THEN GET DISCONNECTED
Reviewer
Lauren
Location
Pontypridd
Date
27/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
HORRENDOUS. Avoid at all costs. They are impossible to contact - you have to wait on hold for a minimum of 30 minutes if you need to contact them for anything (renewals, service issues, complaints etc)
BEWARE, they will take advantage and exploit you.
I renewed my contract after being told that I could transfer my package to my new address if I moved home. I'm finally buying my first home, only to find out they can't supply that area, therefore I must pay around £248 to terminate the contract. I explicitly told them not to cancel and to just provide services to the area, but they force your hand and blame you for breaking the agreement, even though it is THE COMPANY who can't hold up their end of the deal.
Furthermore, the wifi box is not reliable, so I submitted a report about that, only to be told that they won't do anything about it as I will be leaving my home in 6 weeks, so now I am a fully paying customer who will not receive any help.
All this, during a pandemic and a housing crisis. Truly vile company, don't be fooled as I was, stick with BT! They DON'T charge you if they can't supply an area and actually have decent contact forms.
Reviewer
Nathan
Location
Havant
Date
26/07/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not even joking when i say its the worst Internet in my area pay for 250mbs and ive never his over 20 and the prices these criminals charge are sickening for the service you get would lnt recommend too my dying nan let alone anyone else think mr Branson needs too stop ******* around in space and sort is joke of a company out
Reviewer
Joe
Location
Leicester
Date
26/07/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Pay for 100Mb/s, get 110Mb/s on speedtest.net.
Very reliable - on average down no more than 1-2 / 365 days of the year.
Got a great deal when called up customer service.
Reviewer
Tom
Location
Bristol
Date
26/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Virgin media have repeatedly acted in an unethical manner by - breaching data protections multiple times, closing complaints without contact to the customer, taking money out of customers accounts after being specifically told they no longer have permission to take money out, and it wasn't even money that was owed to them, they took all my money so I couldn't eat, and then told me it was my problem to go sort out, they have ignored a request to close my account despite acknowledging it on the phone, meaning I've had to pay an extra month by the time I submitted a second request. It's been a complete shambles and a tax on my mental health. While the service itself is fantastic, my suggestion is to avoid the company itself at all costs.
Reviewer
N S
Location
Reading
Date
26/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constant intermittent outages, compensation only valid if outage is more than 2 days. Poor customer service. Best avoid Virgin Media and chose other providers who offer backup 5G support via a mobile dongle
Reviewer
Jack
Location
Aldershot
Date
24/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Diddy
Location
London
Date
23/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Try to stick you with an 18 month contract when moving homes against your consent!
Either gross incompetence or borderline fraudulent intentions: I was set up with an 18 month contract (and at a high price at that) which I never agreed to. The movers team agent confirmed I would be on a monthly rolling setup. I was also promised to have access to new customer discounts for a new contract after the move, which I didn't have access to, because all teams refused to honour the promise and would refuse ownership of a resolution. Instead I was in a catch 22 situation transferred between teams. I took 4 hours of phone calls to find out nobody would own a solution and I closed my account. Never again.
Reviewer
NH
Location
LONDON
Date
23/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been trying to find out for a month if Virgin can supply broadband to my new address. They have a 'backlog' of similar queries so tell me my choices are either wait indefinitely while continuing to pay £24 a month for no service, or pay an early disconnection fee. And all this effort for the worst internet connection I've ever had, anytime I work from home I've no choice but to hotspot off my mobile. I'm counting down the days until the end of my contract. I never review stuff but they are just so all-round consistently irredeemably terrible I really can't help it
Reviewer
Nasser
Location
Maidenhead
Date
23/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
As my broadband packages was ending and of June 2021. I was approached by a door call agent. He offered a package of a broadband+sim card with a lot of great customer care premises. I told the agent that I will need the service a.s.a.p as we have the family working from home. Virgin was suppose to install wi-fi for July 9th. On the 8th we got an email saying that the install is not going a head because of construction work and the install will be done on the end of July, then on the 29th July we got another email saying exactly the same. I rang them and said what is going on as they are messing us about we need the wi-fi. They offered to have it installed for 9th of August. That when we decided that enough is enough and cancelled the lot. It's the worth customer service I ever had experience all full of empty promises and not a care nor respect for customers. NEVER, NEVER again. I will recommend it as I have hear a few other similar experiences talking to other people. Therefore do not bother with Virgin broadband, TV packages
Reviewer
Elhadi
Location
London
Date
21/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I don’t think I should give 1 stars they don’t deserve it.
I cancelled my direct debit I don’t care if my credit score gets affected I will contact my bank and explain why I am sure my bank will understand thru know me for 30 years never missed a payment good luck doggy media.
Reviewer
John phan
Location
London
Date
19/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
1 - they screwed up my move date. I set a move from my home, they asked for confirmation and I told them to move it. They did, however they only moved the reconnection date and not the disconnection date. This resulted in 7 days of no internet.
2 - on the connection date, they told me there was a signal problem on the line. They then proceeded to tell me they needed to put in a new cable. They couldn't tell me when. I then phoned them to be told it would be 3 weeks later.
3 - today is that 3 weeks later. They still have not fixed it and have rescheduled what they called a repull to 2 weeks from today!
4 - They tell me if I cancel now that I am I am subject to early disconnection charges!
Total scam, avoid like the plague. Run and dont look back.
Reviewer
Joe Arnold
Location
Ewell
Date
19/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Shocking customer service and if you want to add a service to your cantract thats fine but if you want to remove something ie a box or a sky channel then you have to cancel everything and start a new 18/24 month contract. The reason being is that it is a package, but the same package that you can add to without renewing your ontract ???? a contract package is a contract or not a contract, just a con trick to try and make you stay.
The broadband does not cover all rooms even though I had the top XL BB package.
Reviewer
Nick
Location
Bishop's Stortford
Date
19/07/2021
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Appalling. Called to say I was leaving on a specific date and was cut off early. Every time I contacted customer services, I was misdirected and / or cut off. The complaints procedure is a joke and a thoroughly unpleasant experience all round. I will certainly not be returning, nor would I encourage anyone else to sign up with VM.
Reviewer
Mrs Webster
Location
Scotland
Date
18/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Failed to apply the £75 discount for new customers, made to feel it was my fault. They take no responsibility for their incompetence. Broadband disconnects my devices almost on a daily basis.
Reviewer
Shaz
Location
Nelson
Date
16/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Intermittent connection. Iv fallen behind on my uniwork, kids xant do online work, no more movie nights with friends and family. Just been so miserable because of it. When i ring they do a check and fix the problem to only go back to square one after one hour. I would NEVER recommend virgin to anyone and definetly not worth the money
Reviewer
James Henderson
Location
London
Date
14/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service, waste your time for hours on customer service. Don't believe them if they claim to have a special offer, they'll increase the price massively and then don't understand the concept of a contract.
Reviewer
AK
Location
London
Date
13/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrible broadband for two months. We were suffering from disconnections every 5 minutes. In return for more than ten support calls, I got only false promises. And incompetent personnel who are just reading the script and only know how to pinhole reset the router. I got new broadband but still battling for contract cancellation without a cancellation fee. Feels like a scam.
Reviewer
Samuel
Location
Londob
Date
12/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Installation to new home booked weeks in advance but rescheduled on the day to 3 weeks later without any reason or compensation. Nice but pretty useless customer service representatives.
Really disappointed as I had been with them for 15 years. Looking elsewhere now so should you
Reviewer
lukas tatek
Location
Barnet
Date
12/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Where to begin? (Clue - dont even think about signing up. Move on, find a different provider). The below letter, should give you an idea of our nightmare. (Despite my complaint being logged they threatened us with court action if we didnt pay the withheld £167 cancelation fee. Not wanting a bad credit reference we gave in to their bullying tactics to be free of them and peace of mind. Deplorable treatment of "customers".
Account no: xxxxxxxx
Regarding the above account number at the address of xxxxxx Road, EN5 xxx.
From your letter dated 12 Feb I see that we have been charged £167.92 cancelation fee.
Let me explain why we will not be paying this.
The service provided by Virgin Media has been not fit for purpose. We both work from home. Both of us found that our laptops kept disconnecting from the wifi, our Teams and Zoom calls kept dropping. This was embarrassing and unacceptable, not to mention we both lost work we had spent a lot of time on.
We called many times, to lodge complaints and try and get Virgin to do something about it. However, after listening to answering machine messages and dreadful muzak for hours we were usually cut off, or, if someone did answer, then they said they would put us through to someone else, and then we were cut off! As you can imagine, having an internet service that keeps cutting you off is one thing, but when the service provider keeps cutting you off as well, when you try and speak to them, well, that’s the final straw.
So over many months we probably spent a small fortune on phone calls, and got through only once I believe to lodge a complaint. We had an engineer round who did nothing else than apologise but the service did not improve, although once I did manage to remain on a video call for almost 25 minutes before I was disconnected.
Very frustrating, when the service you pay for doesn’t work and the service provider is not available to listen to your issues. So nothing changed. In the end, both myself and my wife, bought, at our own expense, data packages for both our mobile phones, and used these to connect our laptops to in order to be able to work from home.
So as you can see, the service provided by Virgin, such that it was, was not fit for the purpose that we intended it for. Secondly, we had little ability to make contact with the service provider to raise the issue. When we did manage to get through, nothing was done. We have had to pay a second service provider to provide the service that we were already paying Virgin to provide.
I believe we were in fact miss-sold this broadband service by Virgin as the quality was clearly not good enough for daily use and its intended purpose.
Therefore, we will not be paying your cancellation fee, and are considering notifying trading standards to recover further costs we have paid to Virgin for a service that we were miss-sold, that was not usable as intended and that Virgin did nothing to remedy. We are now with BT and have no issues at all. Moreover, when we call them, someone actually answers the phone.
Regards,
Lukas Tatek.
Reviewer
Adam
Location
London
Date
12/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Terrible customer service. OK until something goes wrong and you're left waiting on a call or online chat for hours with no resolution. In my experience their advice is contradictory as i was told one thing and then after being on a call for over 2 hours was told something completely different. Completely unhelpful and a huge waste of time. Submitting a complaint about begin kept waiting for hours at a time also gets you nowhere as their only resolution they offer is that internal feedback will be provided. Infuriating is an understatement. Avoid at all costs!
Reviewer
Mark
Location
Potters Bar
Date
11/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Home move from one existing location of six years booked to move to another existing Virgin media address. However Virgin cancelled the old contract firstly saying ‘take the router with you’ and plug and play in second day at new property. No service after two days called (1 hour to get through to customer service), was told no longer a customer have to resign new credit check etc for new property. Eventually Virgin admitted they made ‘ a mistake’ and cancelled the moving in order without informing the customer!!! Then told I was not able to be sent a new router as needed an engineer to install ( even though existing virgin media properly) and wait time is TWO WEEKS!!!!
Told virgin home moving fee and last months rental being refunded by cheque so far after two weeks nothing received I assume they sent it to the old address which they know we left as they cancelled the service.
Since the merger with O2 Virgin has totally lost its way no customer service mistakes no one to take responsibility for anything, unlimited wait times when calling.
I can sincerely say I can no longer get recommend virgin media and would advise readers to look to the other providers for TV and Broadband.
Reviewer
Tariq Kaleem
Location
Harrow
Date
09/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst internet provider. Very slow at times and occasionally no internet at all. Very, very poor connectivity to few rooms only. Cannot get anybody on phone to complain.
Reviewer
Annoyed
Location
Sw
Date
09/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
There should be an opposite of stars for this company.
All the profits spent sending the stupid muppet into space!
Broadband is useless if you need a stable connection WFH. Drops out constantly, losing connection if on a remote network.
Customer service is a joke. Impossible to speak to an actual person
Off to BT
Reviewer
Amir
Location
Preston
Date
09/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The customer service at Virgin media has been the worst experience of my entire life. They give you false promises and never deliver! I was moving home and called the 1 month in advance to tell them if I can take my Virgin media to my new home. Here the caller gave me the first bit of false home and told me they will send out a spotter who will contact me in 5 days to tell me if they can supply Virgin media in that area or not. The caller also confidently said that I can take my Virgin media with me and therefore I shouldn't sort out another internet provider. 2 weeks go by and I haven't heard anything so I call back. Here I get the second bit of false hope as they firstly acknowledge that the spotter still has not come out so they told me they will send another one out and should be contacted in 5 days. It has now been a 6 weeks with no contact since my initial call and I am left without internet at my new property.
Now, another beautiful problem with Virgin media is there cancellation fee. I want to take Virgin media with me but after speaking to them on the phone they tell me I cannot get Virgin media at my place. Clearly this is due to their spotters not contacting anyone. Nevertheless, to know fault of my own, I want to take my services to my new location however they are the ones failing to provide the services. But guess what? I am the one who has to pay £162 in cancellation fees! Whoopee for me. So I don't get any internet at my new accommodation with 6 weeks notice to them and get a hefty fee along with it as they are unable to provide me service. All the meanwhile I have spoken to 6 different callers all with zero empathy. One caller also even left me on hold for 30 minutes before disconnectinh me and never to hear back from again. The £160 loss is heavy for me as I am a student. However, the thousands they will lose from me as a future customer and my friends and familys is a bigger loss to them. If you can avoid it, do not get Virgin media. They will let you down.
I will never recommend this company to anyone for the rest of my life. Happy to be free of them.
Reviewer
Chris
Location
Peterborough
Date
09/07/2021
Comments:
I haven't had Internet for 3 days now.. I pay an outrageous amount of £70 a month just for Internet and my house phone.. I have now missed 3 days of work.. I am cancelling my contract and I want to be paid for 3 work days.. this is completely unacceptable
Reviewer
Jen Carmichael
Location
London
Date
08/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never Again
Today I cancelled my contract and opted to pay the cancellation fee due to the absolutely awful WiFi connection. This, only after about 3 months with Virgin Media. Speeds have been as low as 1.00 mbps download with 0.03 mbps upload anywhere in the house except in the room in which the media box is located (just retested and 5.51 mbps download and 0.07 mbps upload). This, the advisors at Virgin Media (Virgin) say, is what Virgin are contracted to provide and are therefore fulfilling their part of the contract. The only guarantee Virgin provide for full speed, in my case 108 mbps download and 10 mbps upload, is if a device is connected using a ethernet cable. How archaic is this? No apologies provided by the advisors to whom I spoke, just a reiteration of the fact the contract is being met and a suggestion to purchase a booster for each room. Yes, boosters would have been cheaper than cancellation, but on principle the situation is unacceptable and not fair treatment for the customer.
I did not have guaranteed WiFi in each room with my previous provider BT, in fact I only had download speeds of 14 mpbs, but yet I was able to comfortably attend virtual meetings, stream Netflix, YouTube and other services with limited interruption. If Virgin's speeds were comparable to what I was getting from BT, I would have been frustrated but sucked it up. How anywhere near 1.00 mbps could be acceptable however and brushed off with a suggestion to pay an additional monthly charge for boosters is just unfathomable.
How is this company regulated? How do they get away with treating customers in this way? It's easy to explain contractual terms but surely this must be measured against providing the best service possible to customers. Unfortunately, nothing about this service has been good.
I never write a review but this is one I will shout from the mountain top to anyone who will listen. Stay FAR AWAY from Virgin Media unless you are willing to accept the full implications of their terms. Hopefully this review will help you to understand those in simple terms
Reviewer
Danie
Location
East Midlands
Date
07/07/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Everyone always only leaves negative reviews, which makes it hard to actually get an accurate representation. I’ve been with virgin media for 11 years and I have never had any issues with them. Occasionally (maybe twice a year), the WiFi may blip for a minute or two but nothing can ever be perfect all the time, especially with technology.
Their customer service staff are always lovely and they always manage to get me a good deal each time my contract ends.
Reviewer
Iain Wray
Location
Bristol
Date
07/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Move to Virgin as they would install fibre as no 'tap' outside my house due to council cock up. The planning of the install was crap as the promised dates, didn't turn up with no notice, appologies etc. Then do the job unanounced. The guy who did the internal install was good. He called virgin to say that I wanted phone no. transferred but it didn't happen. Numerous calls to previous supplier and Virgin and the issue was that Virgin had made mistakes and not contacted previous supplier...me having to pay both suppliers ..Virgin payed some compensation but no confidenece in thaem...not a good start. I am now not getting the speed I signed up for..but have you ever tried getting throght to them let alone getting a positive result? Absolute pile of crap...don't bother...I will be moving at end of contract.
rered
Reviewer
J Clarke
Location
Twickenham
Date
07/07/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Broadband reliablity and speeds have significantly deteriorated over two week period to the point that I'm considering exiting the contract. I should be receiving averaging 108Mbps but using the the OFCOM independent speed checker I'm getting 12 - 14 Mbps. Customer service is helpful as it is insightful. When I was put through to technical assistance it turned out to be a BOT running through a standard checklist. Eventually I was told there was outage (depsite their own service status tool telling me there was no problem) when clearly there was. It will a week to resolve the outage.
Reviewer
Jeff
Location
London
Date
07/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolute worst customer service and network reliability. Regular outages and regular heavy packet loss which their network check says is fine. If there was any other provider who could give more than 20Mb I'd move in a heartbeat.
Reviewer
Jme
Location
Brighton
Date
06/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Terrible customer service that is impossible to speak to and lies to you constantly. Been hung up on and given so many false promises in the last year it’s ridiculous. TV Go app also hasnt worked for over a year and there are countless large threads on their community boards about it. Do not use them if you intend to have multi room or device services that work for more than a few weeks.
Once you are out of the new customer contract it is very difficult to get any kind or a decent deal and you will be charged a massive amount.
I would never recommend Virgin to anyone and urge you not to be tempted by their broadband speeds.. I was and massively regret it.
Reviewer
L
Location
London
Date
06/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Cannot advise against Virgin Media enough. Poor speeds and wifi coverage from the router aside, if you're forced to move house within your 18 month contract and they can't supply your new property, which is likely as they only have 50% coverage in the UK, they will charge £240 for "cancellation fee". Not sure how this legal this is, but it certainly is immoral. Have a quick goggle both BBC and The Guardian have reported on the corrupt charges. Their support is terrible or non existent, if you do get through to customer services, they are likely to hang up on you. I live in small 1 bed flat in London and I still needed a booster to get full coverage, which I had to pay £3 a month for the privilege and still wasn't enough but I was too fatigued by their terrible customer service to try and rectify any further.
Reviewer
Emma
Location
London
Date
05/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly unbelievably bad.
Literally left a hole in my wall during the installation, which created a mould problem. Phoned them and spoke to dozens of customer service reps over a one year period trying to get this sorted. I was constantly promised that they would send someone round to fix it and also compensate me, neither of which ever happened despite my follow ups.
When the mould got so bad that I literally had to move out (of a home I'd lived in for nearly 4 years), and I explained this to the customer service rep, she suggested that I recommend virgin to a friend and get £50 credit?!?!?!?
Shout out to Lauren in the 'I'm moving house' team who was super lovely and competent!
Reviewer
Deleen
Location
BASILDON
Date
05/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Switching from Talk Talk to Virgin was the biggest mistake I made in 2021. I have been hot spotting for months with the standard reason for outage being Planned work.
Given that we work from home, you would think Virgin would prioritise reliability.
I think customers should be released from their contracts if they are unable to utilise the service they pay for!!!
Very Very Poor!!
Reviewer
julia
Location
london
Date
03/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
shame that i couldn't leave 0 stars. I had the worst customer service experience ever!!!!!!!!
I would like to share my expirience, I signed a contract with them for a broadband and everything was goimg fine until I had to move out. I informed them I moved house and I asked to have an appointment with an engineer to install the existing broadband in my new house. this in late may 2021. today is 3/7 and noone ever came to do the installation. I kept receiving text msgs saying "your installation has been rescheduled to xx/xx/xxxx between xpm-xpm we are sorry about that if you'd like to know more reply CHAT. During these 3 months I have asked several times to cancel my contract as I wanted to have wifi at home and sign in with another company however I have always been told that I wasn't speaking with the right department, every time i have been transferred and wasted 40-50 minutes just to been asked over and over again personal details, passwords etc. I've been told my account was not existing or that wasn't possible to cancel the copntract or again that the contract has just been cancelled , none of these infos were true so one day I asked please cancel my contract and please send me a confirmation email. the agent texted me back you will receive mail within 24 hrs. thank you for your time and patient. have a nice day. the email I received was DEAR CUSTOMER YOUR INSTALLATION IS ON THE XX/XX/XXXX . that day, no engineer came to install anything. I called for the last time saying that i requested to close the account that I've been told I will receive a confirmation email, I receive a different email instead with the date and time of a possible installation and nobody came. I will upload all the conversations I had with the agents during these months. and also I had to ask advice to a lawyer. this is just incredible.
Reviewer
Someone
Location
Somewhere
Date
01/07/2021
Comments:
appalling speeds. "upgraded" to vm to get faster speeds. paid for 300 mbps, promised at least 180 mbps and we out here getting no more than 4 mbps. more stable connections become unstable every 2 minutes and then go back to normal 2 minutes after. if ur planning to use this isp please reconsider
Reviewer
Nikos
Location
London
Date
01/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Reconsider before going with virgin. Their broadband has loads of issues. You will get disconnections very frequently, router is really bad with loads of bags. And every time you call support they will start playing the tape of "please factory reset your router". Pathetic ISP
Reviewer
Charles
Location
WINCHESTER
Date
30/06/2021
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Major issues with email no resolved for the time being by the community rather than VM. Customer service/help is appalling with 5 phone calls cut off after 10 minutes with no understanding of the issues let alone a fix. Unfortunately I cannot get aerial TV so I am stock with these cowboys.
Reviewer
Daria
Location
London
Date
30/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I am waiting for broadband installations for 2 months, they rescheduled twice for a later date, because of external engineers who never came but virgin has no influence over them.
Call centre is not solving problems at all.
And complaints ignore my emails.
Reviewer
Andrew
Location
Romsey
Date
30/06/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Virgin routers have poor range. They get superfast broadband to your house, so that ticks the contract, but you can't walk 4 meters away. After an eternity talking to bots in their customer service maze, I realised the solution was to upgrade your account by £5 a month to get additional wifi boosters. They sell you crap routers knowing the solution is to upgrade your hardware for an extra cost. Never using again.
Reviewer
JD
Location
Hounslow
Date
29/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor customer service.
Clamity of issues during installation. In the end had to cancel and was best thing I did. Actually worked out cheaper and faster to go with three on a 5g hub.
- Agreed no installation date would not be set until I am ready
- Continuous text messages asking for external installation date to be set and confirm. I ignored these sms as per instructions of sales rep
- Installation date set without my approval
- Continuous call to set a new date for 14/6/21
- Installation date still goes ahead much earlier than agreed date. Not even given a pre confirmation text
- Spoken to customer service rep. She claims she will look into status of external installation. Strange call she does not place me on hold and disappears
- Spoke to second customer service rep who claim he will try get status of external installation
- spoke to third person customer service later in day who now informs me external installation is set on daily basis. There is no guarantee installation will complete. This is news to me and wasted my whole time as need internet urgently for people working from home. if i knew this new info that a daily installation request was required with no guarantee date then I would have gone to another provider.
- I request on call to escalate and speak to a supervisor, instead get forwarded to a new department (billing and accounts). She does not raise my complaint and find out after painful 10min of call that she is not a supervisor despite her claiming she was
28/6/21
- Bombarded with many text message claiming engineer will come round tomorrow. Also threatening if i am not at home i will be charged
- Voicemail calls from PreInstall team regarding engineer visit.
Both the above is example of how unorganised Virgin Media are as the engineer can not round anyway because Virgin Media have no clue about the status of external installation
- I had enough so call customer service team today to cancel. They tell me they can't even cancel my account so I get forwarded to pre install team. After a long delay on hold they hang up after asking for my details. 30min wasted.
- New call with customer services. He agreed he would speak to pre-install team to ensure my query is answered. However the customer rep just forwards me and disappears.
- forwarded to Ken from pre install team. long call. struggles to understand complaint and keeps giving a new pointless internal installation date (17days in future). Fails to understand that any installation date is pointless and due to external installation problems. He can no understand that setting any installation date is pointless
Reviewer
londonuser
Location
Isleworth
Date
29/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't get this if you're working from home, Microsoft teams calls keep dropping out.
Advertised M100 speed 100 down / 10 Mbps up. Intermittently getting 0.08 Mbps uplink.
Rang, they don't guarantee uplink speeds. They won't send anyone out. Locked in a contract for another 8 months.
Reviewer
Enda O Flaherty
Location
Ballymena
Date
27/06/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I have now spent 15 mins downloading reviews I am 5 feet from the hub this happens every day for some time and then starts up fibre all the way is a joke I had bt before which is part copper and the service was better I think virgin is overloaded time for them to spend more money on upgrading
Reviewer
Garry N
Location
Walsall
Date
26/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Having suffered countless broken broadband connections, sometimes 20 times or more a day, this useless company refuse to accept its their fault or the fault exsist at all. Having contacted them more than i care to remember i recently decided to ask for a cheaper deal seeing as they have repeatedly upped the price for their rubbish service and they refused. Now sat here with a speed test and im connected by ethernet cable im getting 5 to 10mb when im paying them for over a 100mb. Absolutely disgusted by this money grabbing company.
Reviewer
Jake
Location
UK
Date
26/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Around 6 weeks ago I had Virgin Media installed - the engineer kindly dragged his equipment across my wooden bedroom floor, causing 33 inches of scratching. The whole floor needs to be sanded/varnished to get it back to it's original condition.
He also took a chunk of wood out of the hallway floor and caused scratch marks in the living room because he was too lazy to lift the TV stand, with the TV on top - instead of lifting it, he dragged/scraped it across the living room floor.
For 6 weeks I have been trying to get Virgin Media to even acknlowedge me. A complaint was instantly raised and I must have called 10+ times to chase it up.
I am told 'another department is looking into it'. I was also told the complaint wasn't sent on to the right department, then it was, then it wasn't.
I was **PROMISED** a call back 4-5 weeks ago and was advised someone would be in touch, maybe to come round to view the damage.
No call.
I was then **PROMISED** a call back 'by the end of thw week, 2 weeks ago.
No call.
I was then **PROMISED** a call back 'by the end of the week, this week.
No call.
I just called again and all that can be said is the case is open, you can't speak to the people dealing with it directly.
Because I need a whole new floor - this means having a bed delivered has been on hold for 6 weeks, which has caused a domino effect of other issues.
I raised the complaint initially by the online form and replied to the automated email with pictures, as well as many follow up emails - I had no idea if anyone had read them. But someone in Customer Service confirmed they were visible on the system - not one human response to any of the emails.
Genuinely shocked and appalled how they can do this and have zero care to even acknowledge the customer.
Reviewer
Somebody
Location
Somewhere
Date
25/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bad internet, have been getting hit offline by a group of hackers for ages and they can't do anything about it, General Bad Internet Connection, Closes randomly.
Reviewer
Canvey Daz
Location
Canvey Island
Date
25/06/2021
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Total nightmare !
I don't know where to start. I was with Virgin for many years. I felt I had no choice as I need fast speeds for work. But I've finally had enough. They have been a huge pain from day one. The rudest, nastiest, and most aggressive staff you will ever see. Massive bill increases, service outages, equipment breakdowns, we have had it all.
When I had finally had enough and canceled I had the worst customer experience of my life. I was passed around a number of operators who took turns in bullying, insulting, and finally threatening me.
It's unbelievable this company is still in business at all.
Reviewer
Elsa G
Location
Edinburgh
Date
25/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Reach the customer service is hard and the quality of the service is terrible. the tchat online requests to wait several minutes between every message... It took me 3 days to cancel my subscription.... On the phoneI had to be transfered to 3 different persons and wait several minutes between each.
Expensive service.
Reviewer
kam
Location
Leicester
Date
25/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
signed up with them 2 days ago and after reading reviews decided to cancel. been on the phone 3 times now and its not been done.
customer service is appalling
save time and don't sign up to them
Reviewer
D Rhee
Location
Herne Hill
Date
25/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Increasingly hopeless and unreliable. My husband and I can no longer rely on the service (we both work from home), and have had to purchase hotspots and use our phones to connect. There is clearly a network issue in the area (confirmed by neighbourhood posts) which Virgin fails repeatedly to recognise and address. We are now looking to move to EE, BT or Sky.
Reviewer
Rob
Location
London W3
Date
24/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
When I signed up with Virgin Media last December, I was very hopeful of an improved service – both in terms of customer service and improved physical broadband and at a reasonable cost.
I have to say my experience has been the opposite – overall it has been very poor.
Virgin Media were very keen to sign me up but did not tell me that if I moved house I would be liable for exit fees due to my contract being ended early. So I was hit with a £200 exit fee which after I vigorously complained they reduced by £50. Still in my view a very underhanded and not a transparent customer service.
The people who were buying our house went for Virgin so there was no monetary loss to the company.
I would have stayed with Virgin at my new address but they do not provide a supply there.
So beware of exit fees – especially if you are planning to move!
In terms of physical service, whilst we did get some improved speed the Hub supplied was absolutely useless for WiFi coverage around the house. We had to invest in Router to boost the signal.
And we regularly suffered outages (loss of service) for some hours at any one time. No notice, no apologies no compensation.
Reviewer
Genius
Location
Brighton innit
Date
22/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Comments:
Greedy. Disconnection fee is £240 . Costumer service is the worst especially if you want to leave.
Every year the prices almost double. Greedy greedy unprofessional rude costumer service . The worst AVOID 0 star
Reviewer
Mrs Snelders
Location
Balham
Date
22/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
No complains about the broadband itself, however customer service is non-existent. Have been trying to cancel my broadband for over a week now but the relevant team just does not pick up. Have spent almost 2 hours cumulatively listening to their hold music. Surely Virgin can enable cancellation services online given that they refuse to hire enough call centre staff.
Reviewer
Ant
Location
England
Date
21/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Atrocious company I've had so many different types of issues with them, too many to list, do not use Virgin media please save your money and sanity
Reviewer
Tom
Location
Hampshire
Date
21/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Instead of 500 mb/s they provide speed 290 kb/s so now instead of playing Xbox I can spend more time with my family and enjoy reading books.
If you are hipster and enjoy retro stuff this modem speed may be for you!
Reviewer
Amy
Location
Cardiff
Date
21/06/2021
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I am so annoyed, I understand that sometime internet can go down, but my god it takes about 20 minutes for the internet to come back on if you have to turn ur box off and on again! Not ideal if you are working from home and have a lot of meetings. It’s embarrassing and unreliable!! It takes TOO long to turn on and actually work!
Reviewer
Adrian Suciu
Location
Birmingham
Date
19/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with Virgin before and ha no problems. Moved in January and since they I had no WIFI. No matter how many times I contacted them nothing was resolved. Not to mention that you loose half a day with them.
Today, one representative agreed that I have no WIFI services and told me he will send WiFi pod free of charge. Later I received my invoice increased. I will not accept them when they come.
I called again to ask and, because I’ve been waiting for so long for them to fix I recorded everything . When the lady representative answer she was adamant that the phone call will be finish as she does not give consent.
I think that Virgie media is a joke. Obviously management does not have a clue of what is happening in their company and middle ma agent seems that doesn’t care.
I already took this personal and started the necessary steps to resolve my issue with them. However, I would like to advise people as I would have liked to be , not to go ahead with this provider. It will be a loss of money and gained stress.
The internet is full of negative comments about them and I wish I had a brain and search before agreeing a contract with them.
In addition, they are asking me for 240£ if I want to end the contract with them, even thought I did not benefit fully from their services.
I don’t want you to be convinced of what I am writing here. I want you to read people’s reviews regarding their services and then you will be 100% convinced.
Thank you !
Reviewer
Gerard mcnelis
Location
London
Date
19/06/2021
Comments:
Tv gone off went through automatid call fault found not resolved spoke to human told that equipment was fine told me that the engineer will be out on Tues to day is Saturday
Will need to take time of work to accommodate so cancelled contract at cost for suppliers lack of engineer availability will not recommend virgin
Reviewer
James W
Location
South Croydon
Date
19/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What can I say, Virgin support think it's perfectly fine for a whole area to be down for four days. It's fast when it works, it's just the slowest when it doesn't, which is often. Worst customer experience ever, and cost me to get rid of it. Will never go back. Try working from home when your broadband is down for four days. Just plain BAD. Avoid.
Reviewer
James
Location
London
Date
18/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media will work (sometimes). When the connection isn't up and down when you're trying to work from home you can potentially get good internet speeds. The main issue is if you want to move home; if Virgin Media do not want to provide services to the home you're moving to, they will charge you hundreds of pounds in "early termination fees". Currently questioning the legality of this. Be aware, awful customer service, and vile business practices. Tell Richard Branson to pay his taxes.
Reviewer
Cab
Location
Witney
Date
17/06/2021
Comments:
Terrible after sale service.
Very difficult and time consuming to contact anyone when a problem occurs
When or if you can eventually speak to someone it is suggested that you may be doing something wrong and if an engineer is needed to reslove the situation you will be charged a call out fee if not Virgin responsibility ?
After many months of attempting to cancel my subscription both my family members and friends have now subscribed to a more impressive service elsewhere
Reviewer
Chris Wann
Location
South Shields
Date
17/06/2021
Ratings
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I have been a long term customer with Virgin Media and recently I renewed my contract on the understanding that I was moving and that they provided the service to my new home. I had issues prior with customer service and contracts but it was the fastest broadband I could get.
It turns out after telling me they did, they didn't and they had made no note of anything Id mentioned on the account. Naturally I have disputed this and have been chasing to have the call listened to I have been promised call backs by certain points twice and haven't received them after spending a long time on the phone both times. Multiple people have been into my account and despite asking about listening to the call every time they have made no notes on the account.
They are trying to charge me an exit fee because they don't supply when they said they did and are doing nothing but covering up what I raise. Seems like its a systematic thing rather than an individual thing as well.
Reviewer
Stefan
Location
LONDON
Date
17/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hmm,where do i start....
Moved into a new house and called virgin media to get the internet,that was on 24 january 2021.
they schedule my installation on 9 feb.
On 10 feb received a message to reschedule to 26 feb.i called them every week since then and the answer was always the same : we will call you back when we have any news.BUT THEY NEVER CALL YOU BACK.
They offered me 25£ for every time they missed the appointments,got around 175£ there.
Because i was working from home i lost my job at the end of march because the company had to let me go as i was unable to do the work without internet.
In may 2021 they rescheduled 3 times the installation until june 4th.
On 17 june they call me (finnally) to let me know it will take more time to get the installation.I said NO and they cancelled the account and everything without even say sorry for the incovenience and no compensation given.
Their departments DO NOT COMMUNICATE between them.
The Customer Service is AWFUL.
PLEASE READ THIS AND DO NOT GO AND TRY TO GET THE SERVICE FROM THEM
Reviewer
mariet
Location
BASILDON
Date
16/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I pay around £50 for 350mbps for their service and it is greatly disappointing. I only get wifi in one room where the hub is placed. I have called customer service many times to complain and they have not resolved the issue and all they have been asking me to is pay more money.
Reviewer
Mark
Location
Earls Court, London
Date
16/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The internet cuts out multiple times per day, every single day. We've told Virgin about it, but they have no clue how to fix it. They've tried resetting the line a bunch of times, but that's about it. Customer Service is shocking. I suspect the reason the connection drops out regularly is that they are undertaking work to upgrade the local cables. Virgin could at the very least notify its customers this is happening, but they choose not to. Thankfully we'll be getting rid of them very soon.
Reviewer
Luke
Location
Matcham
Date
16/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Awful company whenever something goes wrong. No accountability to deal with your issue and then close down complaints without contacting you to follow up on them. I have been lied to by their agents on multiple occasions, such as blaming covid restrictions for being unable to perform an engineer visit (absolute nonsense when they are still installing new lines) and agents recording my complaint with a fake contact number which prevents a manager from calling me. If I could give 0 stars for customer service I would.
Reviewer
Francis
Location
London
Date
15/06/2021
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Comments:
- Internet only works in the room in which the box is (we don't live in a big flat)
- If we connect more than 3 laptops, connection starts slowing down and crashing regularly
- We called several times to request a box change or any other type of way to improve the situation, but nothing changed
- When calling to cancel, the person on the phone was aggressive and not helpful
Reviewer
game galaxy ltd
Location
Croydon
Date
15/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We been virgin media for many years but day by day their services getting rubbish .our business phone is not working for more than 2 months and I have called them more than 10 time and each time I'm calling someone answering from India or here and they telling me 3 standard words which are ( 1.we are very sorry , 2.we apologies. 3.sorry for the inconvenience) . Today I was in the call from 10.30am till 14:08 and each one them is passing to other one fault was informed more than 2 months ago and they still dont have a clue what I'm talking about. More than 2 months not services but the direct debit is going and we losing our customers and our business. Please to any one is reading this don't go for virgin media it will be the biggest mistake of your life .
Reviewer
ChrisW
Location
Bedford
Date
15/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Utter gits. They so messed up transfer from Sky that I permanently lost my landline number, and never had a working landline. Their support helpline is absolutely grim. More thanan hour wait each time and the line is dropped about a third of the time. AND YOU CAN ONLY CANEL USING THAT LINE! You can' teven WRITE A LETTER TO TO THEM TO CANCEL. So I eventually cancelled. They would not allow it and persued me with relentless debt collectors. I took them to arbitration and they lied there too, but I still won. I left them the year before becuase they was monsters. They learrned nothing except that, hin the UK, delivering good service is simply not cost effective - there's no incentive to do it, and the law is quiet on the matter. MORALLY BANKRUPT.
Reviewer
Joanne
Location
Galley
Date
14/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have been a virgin customer for many years and in the past have been very happy with the service however since my latest contact it has been appalling- the customer service is shocking and if you need to call be prepared to be passed around and waste hours of your time without anything being resolved and that is even if you can get thru. I signed up for 200mbps and I can only get this in the room where the router is - virtually nothing upstairs when it has always been fine before - I was sent a booster which you have to pay extra for when this service is not fit for purpose and other providers give these free. I wanted my access point moving and they refused to do this due to ‘covid’ but when asked they confirmed they had no problem doing this for new customers. Despite not resolving my issues they have no problem calling me in a weekly basis trying to sell me more products when I have asked them not to - this is a breach of my marketing preferences. I also spent hours raising a complaint via webchat only to receive an email the following day saying the complaint had been closed. This company has gone downhill big time in the last 12 months.
Reviewer
David
Location
Harrow
Date
13/06/2021
Ratings
Speed
2.00 stars
Comments:
Virgin is terrible. It's down very often. Virgin has no customer service to speak off. I will never sign up for Virgin again.
Reviewer
Matteo Sassanelli
Location
Erith
Date
12/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Reliability is poor, a nightmare
Reliability is poor. Speed is intermittent and no where near advertised, I have the 100mbps package and only receive 20-40% of the speed I pay for. Wi-FI absolutely unreliable, it drops every 30 mins or so The customer service is atrocious. You sit on hold forever.
They trick you into longer contracts and then make it really hard to cancel.
Reviewer
Liudmyla
Location
Erith
Date
12/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have the 100mbps package and only receive 20-40% of the speed I pay for.Reliability is poor. Speed was intermittent and no where near advertised
Reviewer
Anna
Location
London
Date
11/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Team cut off our internet for no reason and left.
We work from home and a reliable internet was the selling point signing with virgin media. Of course we came to learn that is not reliable at all, it's always dropping - halfway through meetings is a classic.
This Monday, someone from Virgin came to fix something in our building unrelated to us. They cut off our internet, so we went downstairs and talked to the the engineer. explaining that whatever he was doing, had cut off our connection. He said he would restore it, but then simply left without fixing it.
Result: from 16h Monday to now we've had no internet. We contacted them several times - always a hassle, since speaking to human is luxury at Virgin - and after a lot of 'nothing can be done', they schedule an appointment for today, Friday. So all this time, no internet, no work - just a borrowed WIFI and our 3gs to do the bare minimum. Already unacceptable.
As if it wasn't enough, they didn't show up to their appointment (which I've been waiting since 8am). Instead, they called me once (while I was in the middle of a meeting). I tried calling straight away back, but all I get is a message 'The Virgin team has tried to contact you, goodbye'. Very unacceptable.
He left a message, that is absolutely impossible to understand. More like a grunt 'This is from virgin media kskshds'. No way to contact him. No way to know what's going on. Not even a written message of any sort.
So unprofessional, complete disregard for their clients, absolutely unacceptable costumer service. The fact that the engineer was here on Monday to fix something, cut us off and then left knowing of our situation is beyond me.
Reviewer
DJ
Location
Eddington
Date
11/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst customer service and company I have ever come across worse than Ryanair. I ordered my broadband on 5th May, today is 11th June, they have cancelled 3 appointments to fix the internet outside. on top of that, I called to ask them OMG they asked my name and address like 3 times and transferred to 3 different people. I don't want this kind of customer service. Virgin Media has good marketing and SH** customer service. I am trying to cancel it today but after 15 minutes of unwanted songs I got to 2 transfers then they ask me to hold then they hung up on me. DON'T BUY THEIR DEALS VIRGIN MEDIA IS NOT A RELIABLE COMPANY.
Reviewer
G singh
Location
Gravesend
Date
10/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It's a scam broadband .... stay away from these people.
Reviewer
Muhammad
Location
Birmingham
Date
09/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media is total a fraud and I have been told by virgin media that they do only soft search on your credit history. But they did hard search on my credit history and damaged my score. Also complained but after 10 days contacted again and been told there's no complain on their system, second time complaint and beed promised I will receive the reference number through the post email but never received so I'm thinking to take a legal action against the virgin media.
Reviewer
Taznur
Location
London
Date
09/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Props to the virgin media for having one of the best but scummiest business model in the world. Customer service is phenomenal as well, I got passed around from person to person like a cheerleader in a sports team, giving security information 4 times because every person got fed up with me for trying to get a better deal.
I'm paying £33 for 50Mbs package but because it's wireless it's only 30. After an hour long call with them I accepted the fact that I will never ever get 50mbs but I will still have to pay an absurd price for it.
I was trying to cancel my contract and there's a fee so I thought I had to wait a year. Turns out, THEY CHANGED IT SO THAT THE CONTRACT IS 18 MONTHS, HOW CONVENIENT! They just take more and more money from me but never give back.
I've been a customer for 3 years and there's literally no room for negotiation anymore, everything is so conveniently made so that they make as much money as possible before you can change and make your life better, it's horrible and I sincerely hope that they change or else I will just move after the convenient 18 months! 12 months contracts have been around forever until now it's insane.
Reviewer
John
Location
Maghull
Date
09/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Honestly when it runs. It runs well but there's no responsibility. It's rare I get to use it properly cause I'm at work but when I'm at home and I just sit down to play games with my friends it's completely unreliable to the point I have to apologize to my friends for the sake we can't even play games together without me disconnecting at least twice in half an hour minimum
Reviewer
Chris
Location
London
Date
07/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have the 100mbps package and only receive 20-40% of the speed I pay for.
All attempts at getting it sorted are mired by slow and bad customer service that seems to be put in place to just waste you time and not resolve anything.
Reviewer
Fuad
Location
London , pemberton gardens
Date
04/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media - Is really and truly an absolute joke
I can't believe how useless this company is!! I have not had any internet from 6/04/2021 until 26/04/2021.the representative has told me on the phone that I will have the best internet broadband ever, (I have left talktalk because the service was really bad, intermittent broadband, no internet broadband at all sometime ) that what I have told the representative as the reason to join virgin media .
An engineer attended to sort the problem out to be told he can not fix the problem , so there is a need to send me another engineer - which is on the 26 June - that will be more than 3 weeks with no internet, and no one in this company can seem to help me get this done quicker!! its an absolute joke!!!!!
The second engineer told me he fixed the problem, but to my amazement it did not solve the problem ,on top of that my service hardly ever works.
I call them once every week trying to sort my connection -, but it had not changed
they say I will get repaid for the amount of time I wasn’t able to access internet , but was told later I am not eligible for that , I t’s absolute shambles I can't tell you nor express how much I hate this company now
I told them I am one of the nurses , but they have not given any discount , even they say on their web page they do .we have in the hospital where I work something called freenet, where an employee can leave feedback about any services he wished to, I have left negative feedback in there, it is viewed by more than 30,000 employees in the NHS trust , some staff asked me about joining virgin media , I expressed my feelings and told them the truth, now they joined another broadband provider.I am well happy that my feedback has been seen by around 13,000 staff so far. I don’t know how to upload the picture for the screenshot otherwise I would show you the feedback.
Please avoid at all cost!! do not join with them!!! just useless in every way you think about .
Reviewer
Jonathon
Location
London
Date
04/06/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Reliability is poor. Speed was intermittent and no where near advertised.
The customer service is atrocious. You sit on hold forever.
They trick you into longer contracts and then make it really hard to cancel. You can upgrade online but not cancel online only on the phone. Then they don't employ enough staff so I have been on hold for a cumulative 3 hours.
You cannot cancel more than 30 days in advance but then have to give 30 days notice so they can take an extra payment.
Reviewer
Chris
Location
Cheshire
Date
04/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've had the virgin M100 package for 4 months and it has never worked (Wifi drops every 30 mins or so). Today they have excelled themselves and said that you don't pay for wifi and so they aren't contracted to deliver it. They say the routers are capable of delivering it however it isn't part of the package and its just luck if you get it. So if you want wifi (you can only hard wire 4 devices into the router) don't use Virgin. I have also spent over 2 hrs on the phone (or in a queue) today and got no where. Unfortunately I am tied to them for another 14 months and they will not release me but if you haven't signed up, please go elsewhere if you want reliable broadband.
Reviewer
Simon
Location
Date
03/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Deceptive (and costly) charging and awful customer service
The internet is okay, but the service is appaling. I signed up and attempted to claim the refer a friend discount (£50). This was never honoured. I tried to resolve this repeatedly, and at each stage was told a new story: first that it would be taken off my next bill (it never was), then the money would be credited to my account (it never was), and then that I need to contact the third party to arrange the credit myself (contacted them to be told me they could not help). When I called up to cancel after several months of this, I was advised that they would honour the refer a friend credit (now long promised) so long as I stayed on as a customer. At this point I cancelled my service as trust and good faith were spent - they then advised they will charge me an additional month (?) and then send a cheque to repay me the extra month I would be charged.... there appeared to be no reasonable explanation as to why. I do not trust I will ever recieve this cheque. The customer service is actively deceptive and incompetent, explain at each step why the previous representative was wrong with no apology or acknowedgement, present you with a couple of new rules and regulations, make promising assurances, and then there is absolutely no follow through. It's a shame as the internet was reliable and speed okay. Just the deceptive charging and incompetent customer service.
Reviewer
Chris
Location
Cheshire
Date
03/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin are absolutely atrocious. I have had them for 4 months and never had an acceptable service. I rely on broadband for being able to work from home and don't get a single acceptable call during the day. Their servicedesk doesn't provide service - you get cut off before speaking to anyone and their online help is more stupid than most of their support teams. Use anyone other than Virgin.
Reviewer
Angus
Location
Leeds
Date
02/06/2021
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I tried contacting Virgin to cancel the broadband as I'm moving houses and plan on changing as I'm a uni student so will be able to get use of alternate 12 month contracts. I was kept on hold for half an hour, then hung up and called back, only to be left on hold for an hour.
I am now trying to cancel through web chat and am still being strung along. I have explained multiple times that I am not continuing with my Virgin deal...
The broadband has generally been fine, needed ethernet cables occasionally but generally operational and reliable.
Just awful customer services.
Reviewer
Mahir
Location
London
Date
01/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Virgin Media - I can't believe how useless this company is!! I have not had internet for 5 days now.., they need to send me another engineer - which is on the 15th June - that will be 3 weeks with no internet, and no one in this company can seem to help me get this done quicker!! its an absolute joke!!!!!
on top of that my service hardly ever works, I am on the phone to them at least once a month trying to sort my connection - then they have the audacity to increase my bill - and when I tell them - they say ok will give you a discount which is basically still more than I was paying - when searching for new lines - I see they are doing the exact same package as mine for half the price! FFS are you kidding me!! It's a joke!! I can't tell you how much I hate this company!
Avoid at all cost!! do not join with them!!! just useless in every way possible!!!
Anyway, now I'm basically stuck with no internet for 3 weeks, unable to work, which will affect my income, a phone bill is ridiculous as I've actually called virgin 30 times in the last 5 days to try and sort, and not a single person has been helpful! I really don't understand... can anyone explain???
AGAIN STAY AWAY FROM VIRGIN MEDIA! ITS NOT WORTH THE PAIN!!!!!
Reviewer
Dave Oldfield
Location
Solihull
Date
01/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I opted to switch from Sky to Virgin Media on 24th December, as Virgin are currently the only fibre provider in our area. I cancelled my contract on 1st April - at which point they hadn't even installed it!!
I had engineers come out to the house on 3 separate occasions - which was on top of the occasion when someone was meant to come out, but no-one bothered & I didn't even get a call/text/email to let me know.
We live on a main road, but they had to do some external work to fit the cable (which the engineers said was a "standard job that they do all the time"). This work was pushed back numerous times to the point where they said my next installation date was April & by that point I'd given up. There was a month or so in there when one of the other utilities were digging which held things up a little (before their "customer experience" team try to reply & justify the delay), but the work should have been done months before this started & I left plenty of time afterwards before I cancelled it.
Trying to contact them was impossible & when you did get through it was to an Indian call centre who had less information than I had, so that was completely pointless - they couldn't give me any information whatsoever.
I'm really glad that I did cancel it, as since telling others of my experience it seems I'm far from alone with the implementation problems & the service only gets worse once you're a paying customer!!!
I'll be sticking with Sky & waiting for Openreach to upgrade us to fibre.
Reviewer
Angela
Location
Edinburgh
Date
01/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Horrendous customer service, really appalling .
On the phone for nearly an hour waiting to get through to the right department, then I was cut off. Phoned back and now still waiting again and it’s been 30 mins so far.
Reviewer
augustin matusoiu
Location
slough
Date
29/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Today is the final champions league and from.morning no internet....plus.my contract was raise from.26 to.29.50 witjout announce me ...no compensation....worst company ever. Ombusdan and small.court !!
Reviewer
Jason
Location
Swindon
Date
28/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I cancelled before they even gave me a service.
My sky broadband was ending mid June.
20th Feb I ordered virgin broadband to be installed 29th March, so I could avoid sky price increase. Come 29th March I got a text message saying there is a delay in starting your services. I thought fine, is this a delay for a day, 2 days, a week, a month? What am I expecting.
So I waited 2 further weeks thinking I'll get a letter, an email, phone call or something to say what the delay is for, roughly how long, I heard nothing from them, so I phoned up myself to see what's going on. I explained I purchased on February, for march install, and we're in mid April and I've heard nothing, he explained about road works needed permission to dig up, which I totally agree and knew about, hence why I ordered way in advanced, so he said could I give it until end of April , I said yeah sure no problem
Anyway end of April comes, again, nothing , no text, email , phone, letter. So I thought well this is now beginning of May, I'm done, my actual sky broadband ends in a month's time I'll just simply stick with another OpenReach network provider.
So I phoned virgin up, and said I want to cancel everything. Well, the Indian guy on the phone certainly didn't like that, asking me What am I going to do with no internet!? (Shock horror), so I said oh no sir I'm fine, my sky doesn't run out until June. To which he replied "Then why are you in a rush to cancel", in a rush? I ordered 20th February, it's now May, I was certainly in no rush otherwise I would have voiced concerns waaaayyy sooner. He then asked am I going to use virgin in the future , "yeah of course I might, could be 1 years time, 2, 5, 10 years, I have no idea". So he said Then let us continue with installation as no matter what you're going to need to have this outside work carried out regardless, so I said yeah true but I don't care at the moment, I'm done with it, and I'll worry about that when I decide to try virgin again. He then proceeded to say the same thing over and over again about getting the work installed anyway, my answer was the same each time, I'm done with it, don't want it. He said why don't I just get the work carried out, then cancel once it's done. So again I said, no I'm cancelling now, if you want to carry the work on, go ahead but I'm not using the service when it's setup anyway. He finally gave up , cancelled it within about a minute, and said all done, you'll get an email confirmation
Reviewer
Olga
Location
Aylesbury
Date
28/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst internet provider I've had so far. I've been with them for a few months only and since then I've been constantly experiencing connection issues. Now my wifi has been out for 4 days now, and nothing has been done to solve the problem. Their customer service is non-existent. To be avoided.
Reviewer
Vineet
Location
London
Date
26/05/2021
Ratings
Satisfaction
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The speed is good,but the customer service is horrible. I can't view my bills online as I can't create a account and this has been reported since I got the connection. Every week I get a call from virgin media call center to check the issue and no one has bothered to fix it. Two months and the issue still persists.
Reviewer
Ser
Location
London
Date
25/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
For money they took for the service they do nothing. Incompetent installation, bad connectivity, low quality support. There is much more interesting suppliers on the market
Reviewer
Upset
Location
Lincolnshire
Date
25/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It’s is the worst internet provider do not provide what you pay for don’t believe poorest loss of connection.when you ring and complain very rude unhelpful put you on hold then cut you off this has happened around 6 times very angry
Reviewer
A.D
Location
Waltham abbey
Date
24/05/2021
Ratings
Speed
5.00 stars
Comments:
I've been a virgin customer for 8 years. The first 7 years was brilliant fastest speed and very reliable! BUT the last year, especially since February I'm only having internet for maybe 1-2hrs a day if im lucky! The engineers are at my house every single week telling me it's a network issue and going to be fixed on the same day! Obviously nothing happnens. I've had enough! I'm sending everything back to them and never use virgin again! Paying £60 a month for literally nothing. Call center is so bad, can never speak to a manager.
Reviewer
Julia
Location
Sussex
Date
23/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virginmedia: the Creator or Errors - NEVER fixed!
Customer service: Nil points.
Dreadful, hokey company.
AVOID AT ALL COSTS.
Reviewer
Julia
Location
Sussex
Date
23/05/2021
Comments:
My VM email address of 20 years stopped working 4 weeks ago. Ringing VM daily - am told each time, 'yeah yeah it'll be fine in an hour' - 'we'll ring you later to check'... blah...
Still doesn't work.
Still no call back from them.
They are unable to fix their own simple error - or use a telephone.
Incompetent and lazy
No MORE MONEY FOR YOU, VM!
Reviewer
Gabriel
Location
London catford
Date
22/05/2021
Comments:
There are no words to describe how bad their service is.
They're advertising 200MBS and I'm currently getting 15MBS more than 10 times slower.
I have moved from Talk Talk to them back in February this year, based on their advertised speed, but that was nothing than a trap, i have complained several times they have said they will monitor it and fix the issue but that story is going on and on and speed and reliability is worse and worse.
Stay away from them, not to say that they're customers service is in some foreign country who bluntly just cannot comprehend the situation.
Reviewer
Glen
Location
London
Date
20/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
When it works - its fine. But if you ever get a problem - good luck. Its impossible to get support and they just keep telling you to reboot your router. So frustrating.
Reviewer
Ka
Location
BIRMINGHAM
Date
20/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Jack
Location
Kingston
Date
19/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service are useless and extremely unhelpful I ended up cancelling the service and taking my business elsewhere
Reviewer
Abdifitah
Location
Leicester
Date
19/05/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Keep clear, a horrible provider. I have been trying to cancel or downgrade my price plan for 3 months. You will simply be disconnected after the agent says they are putting you through to customer retention. I finally got through today, I spoke to two ladies who were extremely helpful despite not remembering my password on the account they asked for other additional security questions which I passed. When they put me through to customer retention the lady refused to help me stating that, if I did not remember my password there was nothing she could do. I told her that I had passed security with 2 of your colleagues. She flat out refused to assist me with my cancellation request. It is the law she said, she furthermore said there not enough other security questions to ask you despite clearing security with 2 of her colleagues. I am really appalled by the attitude of this provider. I have spent 1.5 hours on the phone.
Reviewer
Salma Mohamed
Location
Guildford
Date
19/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The customer service is the worst. They’re not reliable at all and they’re not helpful they only make things worse and they were supposed to file a complaint and didnt. They kept putting me on hold a lot and then hung up on me. I’ve been on phone calls with them for 2 days and it’s not easy to reach them at all
Reviewer
Donnie atthews
Location
Gloucester
Date
13/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Greatest saddest about VirginMedia broadband and V/M tv box main problem after 2021 because broadband ran very slowly and also tv box ran very very slow that I contacted V/M via texts BUT they said it still works. A engineer came here to put old broadband box instead of new broadband and also old tv box instead of new box and then I contacted them and they said other departments other department other departments or departments that it is making me more stressing and hurting my body because I am over 77 years old and profoundly deafness that V/M are still labelling my body because V/M are still ignoring to reading Disability Discrimination Act forever. V/M should be close down possible because under DDAct. Now withdraw all V/M router, tv box and etc. which throw away because V/M can take second hand boxes to other people that's not fair that they MUST have NEW BOXES in the future.
Reviewer
Mick
Location
Date
12/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking! on given install date, they say work needed and make a new install date. guys turn up with shovels, have a cuppa and leave. Now livechat says order cancelled no explanantion and transfer to a sales bot. wow.. am.relieved its over now!
Reviewer
James
Location
Liverpool
Date
12/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Firstly, for the actual service, I was with Virgin Media for 2 years. The deal was the most competitively priced for 100mbps speeds. Throughout those two years the internet speeds never felt great, many days I would check the speed and it would be below 10mbps. Virgin’s terms and conditions make it difficult to challenge drops in speed. On the 27th March I switched provider to get 67mbps speeds for the same price, and honestly, the service has been far better and consistent.
Now to share my story at how awful it has been to move my services. Middle of March 2021, I contact virgin via the web chat to make them aware I’m moving homes. They tell me they cannot offer 100mbps at the new home, that is fine, I put in a cancelation request. A few days later, I get a call from Virgin telling me I can get those speeds at the new home and they offer me a good deal, I accept and share my details, such as my moving date, the 27th March.
20th March, Virgin Media terminate my existing broadband, 7 days too early. Leaving me to have to purchase and use Data in order to do my job. To get reconnected took 4 hours 14 minutes (14 at least different calls). Why so many calls? I would be reconnected to another department rather often, and just less than half the time, my call would be disconnected while being transferred. This happened roughly a dozen times from start to finish. I was reconnected after 4 days without broadband.
While the team helped me get reconnected, they brought it to my attention that the there is also a problem with the new property I asked to move my broadband to. They have to do some building work to get the broadband up to speed and this would take between 4-8 weeks, they said they would supply me with a dongle in the meantime. They gave me a number I had to text in order to sort out the dongle. I text the number it led to a conclusion that someone would call me within 24 hours to sort out the dongle. No one called. I text the number again, same conclusion someone will get back in touch. No one called. I text the number again, same conclusion someone will get back in touch. While this was going on, I was still phoning virgin to get reconnected, since it was a 4-day ordeal. While trying to get reconnected, I finally threw in the towel and said I don’t want any services from Virgin anymore, I would like to leave. The dongle was given up on as well. I went with a new provider EE, who have been great so far.
My final date with Virgin media was the 27th March. I got a letter saying I was owed £13 for my services being terminated in late March, since I did pay for the full month right at the start. I raised a complaint and they kindly offered me £50 in a goodwill sorta thing for my troubles. This was confirmed in an email on 16/04/2021. Fast forward to 10th May. I had still not received my Credit. Not only that, I was sent a letter that I owe Virgin £30ish. Well 5 calls on the 10th, lasting a combined 4 hour 22 minutes consisting of a few disconnections (one disconnection happening 3 hours into a call) I find out that Virgin never cancelled on the 27th March. They were still trying to charge me. And the Credit I was promised was used to reduce these charges on my bills I never received. This has took out some of my credit score success since it appears I’ve been missing some payments I had no idea about.
During my 4 Hour 22 Minute worth of calls, I do speak to a lot of customer service reps. Two of which are very helpful. They explain to me why I haven’t had my credit, that I’m still with Virgin apparently. They set me up to have my account cancelled (again) the following day. They tell me they will ‘remove’ the charges between the 27th March and 11th May. And I may see my credit on my final bill. So I was expecting a final bill of £63 Credit, the £50 from good will and the £13 owed from March. Nope on 12/05/2021 they still want £9 off of me? Despite getting letters of credit from them and myself and the customer reps agreeing that I was mistakenly still with Virgin Media after the 27th? So what are they charging me for?
All in all, this is the worst product I’ve paid for. The amount it has cost me in time and effort, when originally this all started just because I told them I was moving and would like to move my services. It’s ended up in me losing out on Credit Score, Time, Data and Money. Virgin lost a customer who was wanting to stick with them despite some drops in speed, because after all their prices are very good. No one’s won. My ordeal continues to this day trying to not be charged and trying to get my credit although I’m less bothered by the Credit at this point. I just want it to be over without conceding and paying an overdue amount.
I would advise anyone reading this to never go with Virgin Media for anything. Their prices are nothing more than a trap.
Reviewer
des price
Location
Newry Northern Ireland
Date
11/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Salesman was a pleasant guy, installation was quick and caused no disruption, bandwidth is uttter crap, getting 3mbps - 12mbps, paying for 100mbps. These companies just do whatever they want.
Reviewer
Girish
Location
Orpington
Date
11/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Having asked for my address on their website, it was claimed there that my house could receive internet. That was untrue. After several weeks, and an engineer visit, apparently they need to do some construction to lay the line to my house which takes 2.5 months! My wife and I have been unable to work from home.
Customer service is a joke. After waiting a minimum of 30 mins, you get transferred from dept to dept with no one having a coherent view of my account and status. No one is customer centric and no one cares. I also lodged a complaint with them and they said they would call back - call backs never happen by the way. They have no shame either. Other than for their name, they should be ceased from existence and the regulators should do some serious probing.
Reviewer
Daniel
Location
Eton
Date
11/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Delayed instillation three times and was left without internet for 4 months have now had to change to bt as virgin never came to install the internet
Reviewer
Nico
Location
London
Date
10/05/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Don’t often leave reviews but I was so shocked in the end by Virgin’s customer service that I felt obliged to share my experience here. Couple of things happened, firstly on basics:
1) They are a classic ‘wait for hours on the phone, finally get through to someone, get put on hold, then get disconnected’ service and they do NOT bother calling you back. Takes 3-4 attempts to see a basic conversation through
2) They DON’T take notes about your calls unless it suits them - so when you call back weeks or months later referring to advice given in a past conversation it very likely won’t have been recorded - the result of which means they will feign ignorance and change advice as it suits them
3) Finally upon joining Virgin I was given advice about options that were open to me should I need to cancel my contract early. One of these were the option of transferring to a new owner, which would have meant I would avoid paying early disconnection charges. I spent months setting this up under very specific directions from virgin, only to get to the final day where they then said they didn’t support this type of transaction at all (despite earlier detailed guidance from them)
4) Finally they don’t actually process complaints. They literally file the and close them on the spot (and told me this).
In short, surprisingly horrendous customer service, conflicting advice, poor standards of care including note taking or call backs, and in the end they will do what they please without listening to the customer. If you value customer service, I recommend you go elsewhere.
Good luck!
Reviewer
Michael
Location
Derby
Date
09/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Virginmedia your rubbish!
Reviewer
Kenneth Sykes
Location
Ellesmere Port
Date
09/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolutely disgraceful Customer Service. Said it will take 30days to sort error out although THEY say there isn't one. Can't access anything on Internet, we have narrowed it down to the router, they are refusing to do anything . Would I recommend Virgin ...ABSOLUTELY NOT!
Reviewer
Rachel Furneaux
Location
Lichfield
Date
09/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Extremely unhappy with this company
Extremely unhappy with this company. We had been struggling with internet connection for a while and struggling to get internet upstairs. When the pandemic first hit and we needed to huomeschool we kept contacting virgin to fix the problem, we even tried to cancel to go else where. We were promised a booster from Virgin last Autumn and have chased ever since. The final call to the company yesterday to be told they were still out of stock and no longer available but I could pay and additional £5 a month for better broadband. We have been completely robbed!! Avoid with all costs. Very Unloyal company!
Reviewer
D.O
Location
Wirral
Date
07/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I closed my account with Virgin and moved else where as they are too exspensive and all ways had issues with there service. My account was all paid off when I left them. Little did I know six months down the line Virgin Media didn't finalize there end and send off to Equifax that my account was settled and paid. My credit score has been impacted impacted greatly in a negative way and can't take credit out. Credit is everything these days and virgin have taken this away from me. I paid my bills on time how can this happen to a PAYING CUSTOMER!?
Customer service is none existent, their service is intermittent and ruin your credit score!
Reviewer
Laura
Location
Reigate
Date
06/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Worst customer service ever!!!!
They just lost a customer and they didn’t care at all.
I placed an order and when trying to find out when will it be installed all were problems, after 4 hours trying to sort it out I gave up.. glad that it all happened before signing a contract with them.
Reviewer
Y
Location
London
Date
06/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Just wrote a review on Trustpilot, but will share here too.
Virtually impossible to cancel your services. They will put you on hold for 30min and then hang up. They will delay your cancellation as much as they can until you owe them 1 more month of bills. They will threaten to have collection agencies after you. And of course, whoever you speak to on the phone is some nameless, faceless drone, and this anonymity and diffusion of responsibility is KEY to the virgin business model.
Virgin can't compete on service, can't compete on price, and so have to resort to screwing their current customers for some ££.
New customers, however, get handouts, discounts, etc. So I've decided to be a new customer at Vodafone. And when they try to screw me I'll go be a new customer at BT. And so on..
Reviewer
Jon Shaun
Location
Wong
Date
05/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Getting through to customer services is absolutely horrendous. They ask you for your information a billion times over, only to tell you that it is someone else's department. Not a particularly friendly bunch either. Had arranged for an engineer to come over to fix a socket, only for them to never turn up.
Reviewer
Rajiv Kumar
Location
Horley
Date
05/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It is the worst service anyone can get in Horley. They promised a speed of 50MBPS, and when I complained that I don't get the right speed, they said the promised speed is with an ethernet cable only and not with WIFI. We do not promise any WIFI speed; it's a myth and doesn't trust virgin media promised WIFI speed. Only if you pay an extra 4-5 GBP will you get the promised speed. Otherwise, you can pay a fine and leave. Don't really get stuck in this rabbithole. They only know how to rip the customer before giving any promised service.
Reviewer
Jack
Location
Aldershot
Date
04/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
ASHLEY FLYNN
Location
newry
Date
04/05/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
have it 2month and can only get in the room i have the box in everytime i rang i was told lies im paying £89 a month and they havent fixed my problem
Reviewer
Kuba
Location
Coventry
Date
03/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Looks OK on paper but when you get it everything goes tits up. Customer service is super trained, they always have an answer and will never admit Virgin is to be blamed. Terrible experience, will leave them as soon as contact ends.
Reviewer
Amber
Location
Plymouth
Date
03/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin are the worst "broadband providers" in history! The WiFi speed is never as promised, was told I was getting 100mb but never get over 40mb. The customer service is even worse, all they do is pass you around or put the phone down. Even the online chat is useless, just the same generated text comes up "are you still having problems with..". And the worst part is they steal! Never have I ever been late for bills, they created a mystery second account, registered to a different address but in my name saying I've missed payments ! £220 they've stolen from me to date, I only paid because they threatened me with debt collectors and that I would be black listed, they even deleted all evidence on my chat of me trying to sort out the issues so I couldn't dispute the claim!! I am furious ! I will never recommend this company to anyone!
Reviewer
Amber
Location
Plymouth
Date
03/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin are the worst "broadband providers" in history! The WiFi speed is never as promised, was told I was getting 100mb but never get over 40mb. The customer service is even worse, all they do is pass you around or put the phone down. Even the online chat is useless, just the same generated text comes up "are you still having problems with..". And the worst part is they steal! Never have I ever been late for bills, they created a mystery second account, registered to a different address but in my name saying I've missed payments ! £220 they've stolen from me to date, I only paid because they threatened me with debt collectors and that I would be black listed, they even deleted all evidence on my chat of me trying to sort out the issues so I couldn't dispute the claim!! I am furious ! I will never recommend this company to anyone!
Reviewer
Amy
Location
Plymouth
Date
03/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Frankly if I could give zero stars I would. Virgin media are the scum of the earth, they steal any money they can and when confronted simply ignore you and delete all evidence that it happened. Virgin will not receive a single penny from myself or anyone I know, no matter what they threaten me with. The customer service is laughable, any concern we had was dismissed, including the fact that they have stolen £220 from me to date.
Reviewer
James
Location
Carlisle
Date
03/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Worst customer service ever experienced. Virgin sound great and really entice you in at the beginning. If you have any issues further down the line they are awful, they resemble a school bully. The Wi-fi speeds never live up to what is advertised. They also overcharge when making amendments to account (eg moving house) think twice before signing up
Reviewer
virgin media is shit
Location
Woking
Date
27/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
trash, fuck you, if you work for virgin media, fall down the stairs.
Reviewer
Tina
Location
London
Date
25/04/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Intermittently the connection is lost which is very disruptive when you're watching TV or movies.
Trying to cancel the service is mindbogglingly frustrating. They've designed it in a way that is purposefully hard.
Reviewer
STV
Location
Date
23/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am moving into my new house on 26th April and chose virgin meadia for my broadband and telephone service. I booked my instalation a month ago and everything was confirmed for installation on 24th (tomorrow , but got a call from them around 6:45 pm today(23rd Friday) that they behind the schedule and can't do the installation tomorrow. This put me in trouble as I had to cancel my nest, ring and security camera installation for 26 th April which will incur £250 cancellation fee. Moreover I rely on Internet for my work and I now cant work for atleast 3 weeks as the next earliest availability for installation is 10 May. This leaves me with no option, but to make
expensive arrangement temporily for internet till 10 May( hope they keep their words this time). I sm sure Virigin knew they coud not complete instalation as planned atleast 2 weeks ago but they purposly cancelled it last minute, so that customer have no option but to stick with them. This is unacceptable and no ethics.
The Key message here for others is that, Virgin meadia is purposely doing this type of last minute cancellation ( I am sure that they new about their backlogs atleast two weeks before),so that customer will have no choice but to continue with them as they will have no time to cancel the ordet and move to other providers. This is Clear violation of consumer right. i am going to register a complaint wiith consumer ombudsman and also will go on social media to explain my experience, so that others will be warned about this scam.
Pleade avoid them at any cost. Avoid avoid avoid. Virgin media.
If there option for zero star, i would have opted for that.
Reviewer
Nicolette
Location
Ha1
Date
23/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
had signed up for Virgin a month ago around the 14th of March. The sales rep Chris had been very enthusiastic and nice (little did I know!). He gave me options of the packages and told me the most suitable one for me which I agreed with. He also stated he would take care of my transition from my previous provider and that I would not need to contact them or pay any cancellations fees. He said to contact him directly from 9am to 8pm and gave his cell number to me.. A month later not only do I notice he set me up on the wrong package but he had not dealt with my previous provider so I had been slapped with a huge cancellation fee and had to liaise with them for an hour to cancel my contract at no extra cost. I had tried to contact contact Chris during this period numerous times via call and text for more then a week and no response to date.
Once I set up the Virgin WiFi which I received on the 17th of April, I had no network. I contacted Virgin on the 21st of April as there was still no network and they said there was a power outage in the Ha1 region and that it would be working by 3pm that day. Mind you the outage had apparently occurred since the 12th of April. Whilst speaking to the person who told me about the outage, I told her to update my package and she said she would connect me to the relevant department but the line got disconnected. There was no call back either so I tried to call the customer service again through their number on the website to update the package and was put on hold for half an hour at which point I got frustrated and hung up. When I called today 23rd April, I got an update stating the service is still down and expected to be fixed by the 26th of April. Seriously like how long does this take?! How are you not compensating your new customers or helping your existing customers especially those working from home.
I have decided to stick to my previous provider and cancel virgin because of this extremely ridiculous customer service and connection. I have never experienced such bad customer service in my life. I got the quickest response to sign up but no response otherwise so shows how they just want your money?! Abysmal! A few friends had suggested Virgin as they experienced excellent and reliable WiFi but also stated their customer service is really bad.
Reviewer
Stuart Fowler
Location
Redditch
Date
23/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service is non existent, they do not do what they say they are going to do, bills are exorbitant for what they provide, basic broadband is worse than Sky and more expensive. By far the worst of the big providers by a country mile.
Reviewer
L Alker
Location
London
Date
22/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media are appalling . They just sent us a debt collection text message for the Router that we returned a weeks ago. They are made us pay throughout the pandemic despite us not being in our flat & requested it was paused . We were told we did not have to return the router due to a lockdown and they would make a note about this due to the pandemic . But they didn’t do this . They actually owe us money still but we cannot call them due to wait times of an hour. we cannot email them they do not reply . The stress they have caused us is unbelievable.
Reviewer
Pierre
Location
Wales
Date
21/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Internet is fine, but my word are they hard work.
I have called them multiple times and been placed 'on hold' only to discover i've been transferred to someone completely different who has no idea of what's been discussed so i have to repeat myself. This has happened on multiple occasions.
The complaints process is a joke, they're literally just trying to fob you off as quickly as possible. I would recommend avoiding them
Reviewer
Danielle3131
Location
London
Date
21/04/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
does not justify the price which is extremely expensive for a home use broadband.
bad customer service.
lose connectivity quite frequently.
just not worth the money
Reviewer
Tausif
Location
Leyton E10
Date
19/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
This company is all about draining your money. Worst customer service I have ever received plus it didnt even get resolved.
Customer service people dont care what your problem is and I think they are only told to keep it straight (dont help just get rid of the customer off the phone) technique. No matter how much you try to explain them they will give you the same answer.
I complained and asked to speak to a manager and was told that the manager had declined to speak and the only option was to lodge a complain and wait for theie answer within 48 hours which never happens. And when you call again that no one called me in 48 hours, then again same answer (lodge a complain and this time someone will get back to you by 48hours). Which again didnt happen and you end up calling again.
Then I raised a complaint via a 3rd party who were able to get me some compensation based on my experience. I recommend everyone do this. (I hope you guys can get to end of this but I couldnt). I phoned up to complain and asked to cancel my contract and was told it would cost me more than my actual contract costs me to disconnect! Which is again shocking (Hence, my first comment that this company is all about draining your money).
BE CAREFULL GUYS before joining this ****** company and most importantly if you dont want to have headache and loose money for nothing.
Their customer service is the worst you will ever experience.
Virgin Customer
Reviewer
Nicky Davis
Location
Maidstone Kent
Date
18/04/2021
Comments:
AVOID! AVOID AVOID!!!!!!!! I had a contract with Virgin Media that ended in February. I told them I was leaving and they said they're charging me a disconnection fee of £246. Ridiculous!!!!
Reviewer
zack
Location
brighton
Date
18/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ablouute terrible, we had problems with our broadband and they kept blaming us saying it was our end after 2 weeks of complaining they finally send someone out to put a new box in and yet it still dose not work they have no solutions and simply said you need to check the wires , no help what so ever. what's the point in me paying out nearly 100 a month for something that doesn't work just a rip of to be honest
Reviewer
Lex
Location
Cardiff
Date
18/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The absolute worst. My house move was meant to be so smooth, when we arrived, my account no longer existed, waited for a completely new setup. after a week, the setup was done, the bandwidth fell to 1.5 meg the next few days. They refused to send an engineer, the system does not allow it. Instead they would monitor for 30 days (keep in mind my package was 350, and I got 200 easily on day one). I spent at least 9 hours on phone tests, cut offs, complaints etc. Then trying to cancel, so far 3 hours, when I talk to someone, I get cut off half way through or sent to engineers to do tests again, THEY WONT EVEN LET ME GO. please please never go through this, just use anyone but them.
Update: now leaving them, praying they cut the service as per their email confirmation. Also reading around, they have major bandwidth problem all around the U.K. ( speed below 2 meg )
Reviewer
Paul
Location
Gorleston
Date
16/04/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Poor, poor customer service. Virtually non existent. Chase around for days on end. Might as well talk to a brick wall.
Only positive is the internet works. Regret going back to them. I've been waiting for over a month to be able to view my online account. Still unsuccessful in providing me the basics, but happy for me to spend hours on the phone over numerous days and still not able to resolve the issue.
If I could give a minus customer service score they would truly deserve it.
Avoid like the plague, but if you are one of the lucky ones then you might get a cheap reliable service
Reviewer
Nicholas
Location
London
Date
16/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid Avoid! I have been on a rolling contract after my one year contract had expired. The connections constantly keeps on dropping. Eventually I decided to leave them. I gave them a 30 day notice on the 10th of March. Had a retaining call to keep me on the 12th offering me an upgrade as a trial which would not interfere with my termination date. And now they are denying that I terminated my contract giving a 30 period days notice even though they had called me to retain me. So they are expecting me to pay for yet another 30 period days notice. Customer service is rude, aggressive and even hanged up on me, even though i kept myself composed and well mannered. One and never again!
Reviewer
Shelton
Location
Leeds
Date
15/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Terrible Customer Service Chatbox and compledt transfers of inter functions to reach the right team and even get a solution. Absolute waste of Customers time. 2 minute solutions takes 2 hours to get an answer. Absolutely Pathetic technology adoption. Good old way of speaking would have been far far efficient.
Reviewer
Ernest Jacques
Location
York
Date
15/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor service and appaling customer service. Worst Company ever.
If I could give Virgin Media minus five, I would.
Reviewer
Chris
Location
Winchester
Date
12/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrendous company to deal with. First contact on 14th March with a fault on my 6 year old tivo box. Was told they would send me a new 360 tv box. Here we are a month later. 9 phone calls totalling over 4 hours, 1 engineer appointment that I took a day off work for and nobody turned up( after I confirmed the appointment the day before with another phone call). Another hour phone call today where I was told due to covid they can't post me out a replacement box and this won't be possible till after covid is over! Even though all over their website it advertises self install and equipment can be posted out to new customers. A company that only cares about new customers and making money. Also refused to refund me for the services I have been unable to use, just the offer of a possible good will gesture once this is all resolved, bare in mind the resolution date I was given was "after covid". STAY AWAY FROM VIRGIN MEDIA
Reviewer
Mark Pack
Location
London
Date
12/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
About to become an ex-Virgin Media broadband customer.
Two reasons for this. First, several months of repeatedly very poor quality connections, with connections frequently dropping.
Second, poor customer service in response to these problems. That included discovering that their online fault checker will sometimes wrongly claim that there is no known fault with a connection even though if you ring them up, they will say there is a known fault.
Very poor to have an online checker that misleads customers in this way, especially as there's no warning text with it telling people that there may be faults it doesn't know about.
Reviewer
Ryan
Location
London
Date
11/04/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Great broadband, shame that the moment anything goes wrong you're completely on your own.
How is it that within minutes of me checking out someone is on the phone with me, ready to talk me through the order process but the moment I commit to the contract I can't reach anyone from customer support? Guess you know where their priorities are.
We have been with Virgin five months now and I haven't been able to register for an online account because of a technical fault. I've called multiple times and each time I'm told someone from the tech team will get back to me within a week. Haven't heard from anyone. Utter rubbish, I can't view my bills or self serve any of my issues, It's a real pain.
Will not be renewing our contract.
Reviewer
Mark Francis
Location
manchester
Date
09/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst experience of all time!
On a slightly humorous scale of -1 to -10, I experienced a number of issues, scored as follows:
-1. They took down the wrong email address ( as they couldn't spell)
-2. They have no system in place to inform them they have the wrong email address, bearing in mind they're meant to be a digital media company !!!!!!
-3. They don't have a record of our initial conversation to confirm what was and was not agreed!!!
-4. The chap who installed the broadband couldn't write, so I didn't have a copy of my account number needed for access if you they don't have your correct email address on record!!!!
- 5 The installation engineer didn't write the area code (also needed for access without correct said email).
-6 Broadband speed was no faster than BT.
-7 They didn't respond to my emails in writing , they wanted to call me about it, this is difficult as I can only answer the phone at specific times.
-9 (THIS ONE COUNTS DOUBLE) To settle my final bill they wanted to take a final payment then issue a refund by ..........A CHEQUE!!!!!!!!! (digital company- what a joke).
The only good news is I cancelled my direct debit and insisted upon sending them a cheque for the outstanding balance, at the happy expense of a stamp. HEEE HEEE HEEE ..... every cloud a silver lining!!!!!!
Reviewer
Paul
Location
Lurgan
Date
09/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
100mb fibre. Poor experience from the very start. Install was rough as could be, no common sense used. External box placed in a terrible location with terrible white cable running along a red brick house when there was no need if any thought was used to position the box.
Learned at this stage customer service is close to impossible to get. When I eventually got through and got the installer to come back out to rectify the brutal effort he tramped dirt all over the carpet.
On the broadband itself, drops out and requires a restart fairly regularly. Wifi range is poor and has got worse over time too.
Setting up an online account is fun too, doesn't work without having to contact them by phone, which is nearly impossible as mentioned before.
Would not recommend.
Reviewer
Robert
Location
Bristol
Date
08/04/2021
Ratings
Customer Service
1.00 stars
Comments:
Called Virgin to enquire about a booster was waiting 20 mins and could not get an answer.
Then tried online chat so far have been waiting for 40mins and counting just to order a booster because signal is poor in some rooms in house.
Appalling customer service and will be cancelling contract.
Reviewer
Mark
Location
UK
Date
06/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One star says it all really! I have a list of issues as long as my arm since becoming a Virgin Media customer. My advice to anyone considering joining them would be to avoid them like the plague. Unless they are the only provider of fibre broadband in your road. Then you are kind of stuck like I am with shocking non existent customer service and unreliable broadband that constantly drops off the connection or buffers and lags when streaming even though I allegedly have 109mb broadband and only ever have 2 devices running off it at any one time! They will also illegally over charge you and then take forever to rectify their error!!
Reviewer
Charles B Mansour
Location
UB5
Date
06/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DON'T MAKE MY MISTAKE AND RENEW YOUR CONTRACT WITH VIRGIN
Probably the worst Internet service provider specially after renewing the contract, and the worst customer service.
Reviewer
Joseph johnson
Location
Waterloo , Merseyside
Date
05/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’ve been getting ripped off for yrs by virgin broadband , they kept me on a leash by promising me it’s going to get better very soon , it’s never worked properly and is the tortoise of the broadband world, but besides that they have been charging me differing amounts on my monthly bills for no reason, I’ve only noticed recently because it jumped from £29.50 to £37.94. Then £37.46 - £46.46 , when I’ve looked back at my bank account they been charging me up to £77 a month for broadband , please everyone check your accounts, I’ve never noticed because of them sending my bills by email which I’ve always had trouble looking at due to poor broadband from them, is this why , so they can charge you whatever they want and you can’t check , my advice would be to ditch virgin all together,
Reviewer
Axel
Location
London
Date
03/04/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
I had 12 month contract and the service has been good. I have been with a few different providers and the service I have received with Virgin have been very good. The speed is generally consistent when I have checked. Game downloads are at expected speeds (via Ethernet). Netflix/Amazon Prime have been fine including 4k content. However, there have been a few outages (more than BT that I used before) but still acceptable. Considering the recent Covid situation, home broadband has never been more important and fully utilised across the country, and Virgin have been great.
Reviewer
colin
Location
Tyne & Wear
Date
03/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Virgin router is as advertised (very fast) which it is if your stood right next to it. But virgin need to make customers aware that the wifi signal strength is very poor around properties. The only way there offering to improve is the added cost of an extender another £60 per yr. All the staff that I spoke to were very pleasant but when your trying to sell an inferior product you've gotto be a good talker.I had 3 Phone calls from virgin staff offering to reduce the cost if I stayed with virgin. Unfortunatley they can offer all the speeds but they can't offer the coverage without added costs.
Reviewer
Sky Davidson
Location
Enfield
Date
02/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Dirty thieving bastards they don't let you cancel plus hike prices
Reviewer
Nikoletta K
Location
Leicester
Date
01/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you honest with Virgin media and tell them you have to stop your contract, because of covid you can't afford to pay they will charge you£250. But if you stop your monthly payment they will cut of your broadband and asking the last payment only £24 and Virgin media stop the contract. What a fair treatment for your honest costumers. Disgusting company No Commonsense
Reviewer
Kate
Location
Allen
Date
31/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
Ian Mignano
Location
Bristol
Date
31/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely horrendous company
In a sea of bad reviews, I hope this one stands out to anyone considering being a virgin media customer, my advice is don’t, you will regret it.
Cancelled my service back in October as was tired of paying money to a company with such a bad service & even worse customer service. It then became a battle of will's who would give up first in the end had to cancel direct debt to stop them taking money. when you make a complaint, you are just lied to or ignored
So, as you have not even had the common decency to acknowledge my emails or even telephone me as requested. I have now used my banks direct debt guarantee to recover part of this debt. My advice to anyone owed money to do the same it’s easy & the moneys returned within 24 hours none of this 30 day rubbish.
£258.83 has now been refunded back to my account, I look forward to the rest of my refund which no doubt I will have another long fight over.
I had been a customer of virgin media for almost 20 years & the service & respect over the last few years has been disgraceful. Your conduct in this whole matter has been disgraceful & disrespectful. I would not consider using this company & would never recommend virgin media to anyone.
I would like you to call me. Which you won't. I will be taking this to the ombudsman very soon. And I will be leaving this review everywhere I can until this is sorted, as a warning to new customers.
I am sending all information to the BBC rip off Britain team with a link to the reviews on this site, I would ask everyone to do the same, maybe this will shame this company into doing the right thing for its customers
Complaint number is C-090321234
Reviewer
Pawel J
Location
Salford
Date
30/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
1 hour waiting on support line.....then disconnected, another hour - same, another hour I was shouted at for asking what the virgin media employee said as his accent was very strong (Glasgow perhaps), then he hung up.... 3 days calling in order to cancel my contract, then after getting a confirmation email I was pleased that it is finally over, terrible company.....yet, a month later on my account there is a new contract I didn't agree for. Freaking scammers. Avoid at all cost.
Reviewer
Rachel
Location
Leicestershire
Date
29/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Customer service is shockingly poor, overcharging me for the service I have on my contract and just won't reply to my emails about it. I stopped the TV package after a customer service rep SHOUTED at me! I tried to complain but kept getting cut off. Im not convinced that wasn't on purpose as no-one got back to me about it (they had my email and number). If I could get broadband from another company I would. They really need to up their customer service game. So disappointed.
Reviewer
Mark Francis
Location
Manchester
Date
27/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst service I've ever experienced.
VIrgin couldn't even take down the correct email which ended up costing me a small fortune as I never received important filing information.
To top it off -"they don't have a facility which lets them know emails aren't being deliver" - IT'S MEANT TO BE A MEDIA/COMMUNICATIONS COMPANY what an absolute joke.
Trying to get through by phone - as the email/sign in didn't work was a particularly unsavoury experience too.
The super fast cable broadband was no better than BT!
I never should have left BT and I will not do so again.
Reviewer
Steve Sole
Location
Edinburgh
Date
27/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Virgin TV - I'd like to give Virgin TV as many minus stars as possible. I’ve had poor TV reception since mid-last year – pixilation, jittery images altering backwards and forwards. Unable to watch on catch up or recorded shows. I contacted Virgin and got free upgrade to V6 package – BUT WITHOUT A V6 BOX TO WATCH IT ON!!! Tried to contact them since January. Phone them: ‘phoneline ‘Currently busy, Please try again later’. Email them: We tried to contact you but you were not available’. I’M IN MY HOUSE ALL DAY GIVEN THAT I NOW WORK FROM HOME AND MY ‘PHONE NEVER RANG. Email also included the phrase ‘Customer education’. PLEASE DO NOT INSULT ME WITH SUCH AN INSULT’.
My review? Virgin means poor quality, poor service and insulting customer relations.
Regards, Steve Sole.
Reviewer
Adrian
Location
London
Date
26/03/2021
Comments:
hello to all readers,
I wanted to leave a good review, but because I received a letter from bpo I can't believe how thieves I am !!! my contract was terminated for a very long time and on the contrary I told him that I don't want to continue because I am moving and I don't need it anymore. But they say one thing and do another. a few months later I woke up with direct debit payments. I called them and they said I didn't tell them to stop :))) in the end they stopped and said they would return my money ..... but from where, on the contrary, I still owe :))) and still where .... bpo collection! SHAME VIRGIN MEDIA !!!
Reviewer
Sam
Location
London
Date
26/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Absolutely shameful level of service.
Interruptions on a weekly basis for hours during which broadband goes off.
Awful provider
Reviewer
Jeff
Location
Fleet
Date
25/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling company to deal with! Avoid at all cost!!!!
Reviewer
Pam
Location
HORNCHURCH
Date
25/03/2021
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Speeds are good and consistent, I have M350.
Reliability is very good (I think I have had 2 outages in ten years, both fixed within a day).
The engineers are great - friendly, efficient and punctual.
Customer service is AWFUL! If you need to call them, take a comfy seat and get a cuppa first - you are going to be waiting on the phone for an hour or more and the person you speak to is unlikely to be able to do anything. My phone line stopped working months ago and I haven't been able to get anyone to fix it although to be fair I never use it any more anyway. Still, I am am paying for it!
Moving house soon, will keep Virgin because there is nothing faster and I like fast!
Reviewer
Andrei
Location
Brentford
Date
23/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
A very poor customer service. I had a conversation yesterday which ended in a disconnection of V M services. I spoke three times in the past regarding a price rise of £2.50 and felt as they did not listen to what I was telling/explaining. After all, still being overcharged. Thanks to competitive providers of the internet with better customer service.
Reviewer
Ali
Location
London
Date
19/03/2021
Comments:
This is the only company believes that that the customers are always wrong and liers and their staff can never be wrong I had the worst customer experience ever.
When customer complains the least you can do is listen and investigate.
Mr Lutz Schüler your staff are not doing you a service and I will be in touch soon I hope you have better listening skills than your staff
Reviewer
Michael McBride
Location
Preston
Date
19/03/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
In over 8 years I have had very few issues and none worth complaining about.
I have had very fast speeds that stayed consistent throughout the entire time I was with them. My broadband at its peak was 100MB/s and every speed test came in between 95MB/s and 100MB/s. This is a stark contrast to other providers who advertise a maximum speed but rarely reach even close to those speeds.
I had never had an issue with customer service and their website handled most of what I needed in terms of getting info or changes to my account. BT, for example, has an awful website, badly designed, slow and limited in its functionality.
The router provided was also above standard for the industry as it was much more reliable than others on the market and with faster peak speeds.
Overall I have no reason to give them less than 5 stars.
Reviewer
Eduard
Location
Twickenham , London
Date
18/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I got a contract for 18months because the price was really good. But in the end, it seems to be more expensive.
When I initially started the contract, I asked what would it happen if I cancel before the end on the 18months. They said I could move my services to the new flat or cancel paying a disconnection fee of maximum 50% of the current monies left.
Well, now that it is happening is another story. I have 6 months left. They cannot supply internet where I go (Brighton, odd). And basically they are saying: one month needs to be paid to have the services on until I leave which is understandable. That is £23.95.
But the following 5 months the disconnection fee is £106.38, which is £21.27 per month!! Nearly the same I am paying to have the service!
On top of that. It is impossible to speak to an agent on the phone. Every time I want to speak to an agent I need to spend 15-20min chatting to a machine, and then depending o the issue an agent would appear, which replies every several minutes. I never receive clear information, so confusing. I have spent literally 1 hours chatting to cancel my services. And I still need to send the router to them to avoid a fine.
Summary. Never getting Virgin Media again.
Reviewer
Anthony Halligan
Location
Kilmarnock
Date
17/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
An indescribably appalling company.They steal from people!!!!!
Reviewer
Ahmet Akoglu
Location
Surrey
Date
15/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was planning to leave Virgin Media in October, than after talking to their dedicated team we have agreed a deal. After a few months I have realised that they were charging me for totally different amount. I complained on the 21st of January and they said they will investigate it. I have been waiting since than. I have called them today and been told that the complaint is still open and somehow they can not see the deal they offered had been accepted therefore they can not honour the deal. If you can't see any deal achieved why would you keep a complaint open and keep charging a higher amount? Totally unprofessional and unreliable . Stay away !
Reviewer
steve
Location
solihull
Date
12/03/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
TERRIBLE SERVICE USELESS DO NOT USE THEM
Reviewer
john webster
Location
dundee scotland
Date
11/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
having been with virgin media for many years. we pay 76pounds/month for an average tv package with landline weekend and evening calls.Our last bill was 92 pounds. We pay for a 200m broadband speed but never get above 18.7Mb download speed and sometimes its 10Mb. According to this site virgin media average dounload speed is 105.49, how come mines is about 14? I have managed to communicate with them twice but what they say they will do never happens.I find it quite stressfull trying to communicate by phone as I have lost my password and my hearing is poor and sometimes you can wait nearly an hour in a Q.I have written two lengthy letters explaining my predicament but they do not pick up on my complaints.I feel trapped in a corner when all i want is a fair deal.Also my new hub sits on red instead of .solid white and I cant get WIFI in my summerhouse.It would be great if this review can help. Would it be a good idea to change suppliers? I really am in a dilemma.If this review resolves my predicament I would behappy to recommend the site
Reviewer
Michael
Location
London
Date
11/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ABSOLUTELY RIDICULOUS!!!! Non-existent customer service. One of the hardest companies to leave. Website for complaints is often down. Phoning through for complaints or fixing an issue led to me being hung up on 5 times after waiting over an hour to be connected each time. Virgin would not know competency if it was slap in the face with it. Absolutely tired of this ****** company.
Reviewer
Terry
Location
London
Date
11/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
TLDR; Avoid this company at all costs!
If you're unfortunate to be with Virgin already and have technical problems, call 08000527553 to skip the customer service waiting queue nightmare to go to the second line technical team directly (they answer in less than a minute).
My personal experience
I've been plagued with issues with their internet since October 2020, and have literally spent 20+ hours, in the month of February alone, over the phone with them to try and explain my problems. We're now in March, I still don't have internet working properly and I can't wait for my contract to expire to move to another provider.
Horrendous customer service
The customer service is a complete mess: getting someone over the phone is a lot more difficult than it should, probably to deter clients from calling. When I want to speak with someone, I often end up with an automated voice sending me a link on my mobile to "troubleshoot my broadband connection issue".
Technical nightmare
When you finally manage to have someone over the line, they force you to go through meaningless troubleshooting ("turn off and on your router") even though the issue is unrelated, because they do not have the proper technical knowledge (I have a signal SNR issue where the connection is up and down, disconnecting multiple times per day). They've sent a different engineer 5 times at my property: 2 times my isolator was replaced (and nothing else) and 2 times the engineers said the issue was with the network team, not them (one even refused to get out of his car claiming he didn't bring any face mask and only discussed by phone). At some point, I managed to get the second line technical team phone number (08000527553) and avoided discussing with the technical team (150 or 03454541111), which saved time as they only kept asking me to reboot my router to make it work.
When the issue is finally raised to the proper team, don't think this will solve anything: this team has closed my fault ticket 7 times (!!) between the 26 January and the 4 March wrongly claiming my problem was fixed, and everytime I had to go through the hassle of re-explaining my issue (when I managed to have someone over the phone) and opening a new fault ticket.
Lack of any type of compensation/alternative solution
Also, be warned that Virgin has a policy to only give you some credit back if you have a total loss of service for more than 72 hours. If you manage to be connected only one hour per day during this period, they will not compensate you in any form: the customer service department tells you their hands are tied and that you need to ask the technical team to raise a compensation request, but the technical team tells you they have no control over the compensation claims anyway because it's an automatic process. I have been using my 3G data non-stop since the 27th of February (we're the 11th of March and it's still not working) to work from home, but my claims are denied (because apparently there may have been internet an hour or so here and here). If like me, you don't have internet at all, don't even bother asking Virgin for some alternative solution (mobile broadband, mobile phone 4G credit, etc...) as they cannot (or won't) help you in any way.
Complains are ignored
I've raised several complains but the compliance department doesn't even bother calling you back (even though I'm told they will call back within 5 days over the phone). "Escalating" the issue doesn't even make a difference, expect that someone tells you the compliance department will call you back within 48 hours (but they don't).
Reviewer
Andy
Location
London
Date
10/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hopeless! Constant connection dropouts and very unreliable. Contact technical support which takes an hour and most of them cant understand the problem and therefore cant fix it. After requests to do 2 factory resets, I gave up.
Impossible to host zoom conferences, I complained and asked them to look into it then got an email saying complaint resolved, apology to customer!
Dont believe the swanky advertising!
Reviewer
Marek
Location
Wolvehampton
Date
10/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When I signed the contract for 18 months, they concealed the fact and gave no information that their internet network did not cover half of England. After my move to a new house, they were unable to offer me services in the new location, so they charged me a £ 240 ending contract. The funniest thing is they still require the router to be sent back to them !!! I also immediately canceled the mobile phone contract I had with them (luckily, the period that forced me to use their services ended earlier). I don't want to have anything to do with them anymore. Contact with them is terrible. They do not reply to emails, you wait for hours for chat, just like when you call the hotline. The worst company in the industry in the UK.
Reviewer
Olivia
Location
NW6
Date
08/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you need reliable internet access for work, school or home devices, do not expect to get it from Virgin media. We didn't have internet in February 2021 for 10 consecutive days. The website said that broadband is good, phone message said that they are improving the services and when one gets to speak to the real person, they admit that there are problems... but there is nothing they can do. No internet during lockdown, home schooling, all working from home. This didn't go down well with employers or school. It gets better. Virgin Medea decided that they don't need to pay compensation because they say that was intermittent lost of internet and would not believe us when we say that it was constant. Its their word against ours. Wait, it gets even better. No we are in March and so far we had 8 consecutive days and counting without internet. We spent hours on the phone fighting to get it back or to allow us to end contract early. IF YOU VALUE YOUR SANITY, DONT EVEN THINK OF VIRGIN MEDIA.
Reviewer
Mary
Location
Newcastle
Date
07/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I signed a contract with Virgin media in September and since them I noticed that the speed is mostly very low that in the online meetings, I am the only one whose internet cuts regularly. I am afraid that due to this poor service, I may lose my job. I called several time to their customer service and they did nothing. Indeed their customer service is terrible. When I said I would like to cancel the contract, I was told that I should pay the cancellation fee. How come I should pay for a poor service!
Reviewer
David Shepherd
Location
Birmingham
Date
05/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Absolute garbage customer service.
I moved house and already had broadband setup in the new house. There's no way to cancel your account online so you have to call their callcenter. I tried to do that, and waited on hold for an hour only to be cut off. I tried sending a message using their complaints service but got no response there for weeks either.
Now they're still charging me for a service that I don't want but can't cancel! Ridiculous.
Reviewer
E
Location
London
Date
04/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
WHATEVER HAPPENS, DO NOT USE VIRGIN.
You will go through hell and high water and still be the loser. I implore you to try others like EE where customer service is top notch.
VIRGIN CAN MESS UP YOUR CREDIT WITHOUT RIGHTS! AND SCARE YOU INTO PAYING FOR NOTHING.
It is almost impossible to get through to them so don’t even bother.
You will thank me later, trust.
Good luck
Reviewer
Alison
Location
Bolton
Date
04/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
An extremely damaging company especially when it comes to mis-selling and poor customer service. Today they closed a complaint I opened in January citing because I didn’t get in touch after the first response, they assume I was happy with their resolution.
Only I did get in touch several times by email over the last month directly to the resolution team, I also called several times and was promised several calls back – none of which were returned, and I recorded all my outgoing calls! Finally, I sent a letter to their complaints department in Sunderland, citing my complaint, the original reference number, and copies of all correspondence. Royal Mail obtained a signature but still according to Virgin Media I didn’t get back in touch!
Even yesterday trying once again to resolve this on the phone I spoke to the resolution team who decided to pass me back through to Virgin Mobile an overseas call centre where the staff sound like robots and have absolutely no idea about customer service!
So, thanks Virgin Media and thanks to your outbound retention team based in sunny Birmingham for mis-selling. Please don’t respond asking me to text you, I think I have made adequate attempts to resolve this and you have failed. As for closing my complaint I have escalated it now to CISAS and the Financial Ombudsman, next stop the ICO for the fact your employee stole my bank details from my Virgin Media account and set up a direct debit with my bank for Virgin Mobile, I misuse of my personal data. You are an awful company and as soon as the next price increase occurs I am gone never to return and I’ll be taking at least seven different customers with me, friends and family who are absolutely appalled at how you have handled my complaint.
Reviewer
Andy
Location
Wiltshire
Date
01/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Truly awful company, overcharge their existing customers, make it as hard as they possibly can to prevent you switching. And getting worse all the time.
Reviewer
Mahe
Location
Feltham
Date
01/03/2021
Ratings
Speed
2.00 stars
Comments:
It was very bad experience with virgin service, instead of giving better service virgin took additional money from my direct debit and so i would advise never took virgin broadband or TV
Reviewer
Ian
Location
London
Date
28/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid Virgin at all costs. Greedy money grabbing company who don't care about their customers on any level. Best way to cancel with them, is to write to this address: Virgin Media
Matrix Court
Swansea Enterprise Park
Siemens Way
Bon-y-maen
Swansea
SA7 9BB
But be warned. I just did, they confirmed and then still went ahead and charged me for the next month! They are leeches, trying to suck as much money out of you as they can. They don't even offer you the best deals, just see how much they can get out of you! So glad that I finally have them out of my life and never want to deal with Virgin ever again!
Reviewer
Eoin
Location
Date
25/02/2021
Ratings
Satisfaction
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
horrible service, my own mother was scammed by Virgin Media multiple times and had just heard from her today that virgin media were supposed to take 81 euro from her account as stated in the contract and took 189 EURO instead. i have no idea how you are so incapable at your a job that you can confuse 81 euro with 189 not to mention a few days ago they restricted her internet service because she didnt pay for a TV package {we do not have a TV Package} and took her a whole hour to get a slightly competent employee to start getting it back up. please do NOT go with this service it is a horrible decision and something you will regret
Reviewer
Rac
Location
Newcastle under Lyme
Date
22/02/2021
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Abysmal customer service. Impossible to reach. Re-negotiated my rate due to an extended absence and later discovered they had put me on a new contract without my consent.
Reviewer
Magie
Location
London
Date
22/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shame on Virgin company. Haven’t got an internet since this morning (afternoon now) and they keep moving estimated fix time every two hours and postpone it for another two hours over and over again.
Had to by separately internet data to be able to work.
This is not the first time, happened many times before.
Horrible company, no care for customers, just shameless !
Reviewer
Lucas
Location
London
Date
20/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful company do not go with them. The internet speed was OK on moving to a new house though regularly went up and down. They fraudulently attempted to place me on a 12 month fixed term contract without consent, when they lost at arbitration and were instructed to apologise and pay me compensation they did not comply and now 4 months after that ruling I'm going to have to ring Ofcom and have a default account on my credit score even though Virgin owe me money in compensation not the other way round. They are terrible, their customer service representatives have flat out lied to me multiple times. Don't deal with them, they're terrible.
Reviewer
Mrs Margaret Dobbs
Location
Grimsby
Date
18/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't go with Virgin Media for Broadband - Look at the cost to start with. For me £27 and 18 months later price went up to £50.50. Then in January 2021 I got a letter saying it was going up by another £3.50! Making the total cost £54 per month.
I tried to cancel but Virgin Media would not reply to me on e-mail, Royal Mail, and would not answer the phone to cancel. Had to cancel my direct debit with the bank in the end.
Bad customer service - especially as I am recovering from cancer. High prices too - Keep away!
Reviewer
Emily
Location
London
Date
18/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I would leave 0/5 if I could for customer service and satisfaction. Our WiFi has fully cut out on several occasions, preventing us from doing our jobs. We live in a one bed flat in central London but barely get internet access in the bedroom and none in bathroom when router is located less than 3 meters away. Upon trying to cancel our contract today, my partner has been on the phone for 2 hours, and has been hung up on three times, even when assured he would not be transferred. Appalling service that traps you in a contract. We will be forced to simply cancel our direct debit. DO NOT GET VIRGIN MEDIA BROADBAND, we definitely will never do this again.
Reviewer
MR C
Location
Surrey
Date
18/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dont believe the hype! You pay for 100mb and very rarely get it. Constant dropouts throughout the day, connection cant even do zoom which I now do using 4G.
Then theres the customer support. An hour AT LEAST every time to speak to someone in the Phillipeans.
I changed from Plusnet for the speed upgrade but going back as soon as I can
Reviewer
zakariya shahid
Location
london
Date
17/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT WASTE YOUR MONEY AND BUY ANYTHING FROM VIRGIN. Don’t be fooled by the superfast speeds that they advertise. We fell for the trap and bought the biggest bundle they had to offer. In our first month (january 2021) we have had 6 issues. Firstly the advertised wifi speeds only cover one room in our house. You're never getting them in every room. The customer service is absolutely terrible, we have been on around 13 different calls, each with 1 hour wait times and we get bounced back and forth between departments who tell us the same thing over and over. We ordered wifi boosters with 3 DIFFERENT customer service agents. THREE! After the 2 weeks they all said to wait, we didn't receive anything and called up again only to be told no one had ordered anything for us and nothing was on the system even when we registered the boosters to be delivered online ourselves as well. Noone will answer your questions or help you; they will just repeat what they say multiple times until you're bored of hearing it. One time our wifi cut out for 4 days, which was shocking in itself and we had 5 people working and learning from home and Virgin said they can’t do anything to fix it. All they said was wait for an engineer to come, when the nearest available appointment was a week later. We asked for them to at least give us unlimited data on our sims until we have wifi and they said no. What kind of service are they running? If you're thinking of getting reliable wifi do not come to virgin, everything is a joke and you will not be helped at all. In one month we have had more issues than we have ever had with our broadband. The fast speeds they advertise is a facade. I would not recommend this to anyone.
Reviewer
Daniel
Location
Buckinghamshire
Date
17/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When I finally got to talk to humans (by calling the number to quit) they were polite and helpful, however, nothing would make me stay with Virgin after just 4 days. 100mbs IF you are standing next to the router. Upstairs, 0.17mbs at one point. Called to ask for boosters and was told I’d have to wait weeks for one, and as that would take me past the cooling off period, decided to quit.
Reviewer
Piero
Location
London
Date
17/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst provider EVER. In London, zone 2, there isn't a day without disconnections and lags. They simply don't care at all about their costumers, they just want money and their job ends there. Even to write this review I'm using data from my phone just to give you an idea. Luckily I'm convincing the estate agent to change provider for this house and all the one they have on rent. Shame on you Virgin media, you are more of tax collector than a provider, since you take the money without offering any service, hope you fail soon, and seen your lost of costumers on the third quarter of 2020 it won't be long.
Oh and if you guys haven't subscribed anything with them, save yourself some agony, since closing a contract with them is one hell of experience.
Reviewer
Alex R
Location
London
Date
13/02/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
THANK YOU! I got a discount on my account and a speed upgrade for being loyal. I want to personally thank Jessica from the Retentions department for being an absolute SUPERSTAR! VIRGIN MEDIA ROCKS!!! The service has always been great but the customer service always had problems. This proves to me that management does care and has been trying to improve. I will stick to your service for years to come and as well continue to recommend you to all my friends and family as the best ISP in the UK.
Reviewer
Sushrutha Dissanayake
Location
Cardiff
Date
13/02/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The worst customer service I have ever encountered. No humans to talk to. Bills are not detailed and they charged me unnecessarily AFTER disconnection.
I do NOT recommend this company.
Reviewer
Mark
Location
Kent
Date
12/02/2021
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
fast & reliable Broadband.
Utterly appalling customer service when there’s a TV problem.
Very slow and staffed by muppets who’s only idea is to restart the box.
Reviewer
Stephen C
Location
London
Date
12/02/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
We have been with Virgin Media for a little over 3 years (initially at 100mbs and a year ago we upgraded to 200mbps). We also have had a landline service through Virgin Media.
The creeping, and significant, price increases and increasing outages and poor connections finally persuaded us that we should leave - and doing so has convinced me that I'd never wish to have anything to do with this company again (and neither would I recommend anyone else to do so). It's almost impossible to get through to the right person on the 150 number (the only way you can cancel apart from writing a letter to the address given in the terms and conditions).
In the end I had to send a recorded delivery letter (never acknowledged) and (finally) manage to get through to the correct department on the 150 number. Since I finally succeeded in ending the contract I've received two calls from "retentions" offering ever lower prices to persuade me to stay. There are infinitely better providers in parts of London and I am now happily with one.
Reviewer
Jamie
Location
Edinburgh
Date
10/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shockingly poor customer service - I've left them now but still have to wait 30 days.
Joke of a company
Reviewer
Pinche Maricon
Location
London
Date
09/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
VM customer service is non-existent. The speeds used to be okay but really poor. Awful service - I wish there was a way of holding them accountable for the bad service they provide.
Reviewer
Joe Scot
Location
Livingston
Date
08/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Virgin Media:
1) paying for 100Mbps, never seen any speed even remotely close to it, not even once.
2)Constantly being throttled to 40Mbps
3)WORST customer service known to man, 9 hours spent on phone, fobbed off. Another full day of work lost, engineer sent. Engineer fiddled with cable, made excuses then left. Nothing changed, complaints ignored, cost per month went up and speeds remain hopeless. Sometimes it's as low as 6Mbps and never goes past 50Mbps, when we are paying for 100.
They need to be locked up, frankly, they are criminally bad.
DO NOT recommend using Virgin Media to anyone, unless you are big business or rich (those are the only people getting true 100Mbps in my area from Virgin)
Reviewer
Trevor
Location
Glasgow
Date
08/02/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
I called Virgin almost every day to try and tell them that I wanted to leave them. Usually I was on hold for over 30 minutes before getting cut off. When I finally did manage to speak to someone they cut me off twice in a row. They then try and tell me that I have to wait for 30 days to cancel my contract. Be warned - it is virtually impossible to reach them if you need anything.
Reviewer
David
Location
London
Date
08/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Customer service is atrocious. I am moving house, and despite hours on hold and on the messaging app I cannot get through to anyone.
Reviewer
T Hughes
Location
Manchester
Date
08/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Terrible, I was told on chat that I could place an order. Then the next day changes the delivery of the hub to my current address and the switch on date to the move in date to the new address.
They lied. You can’t do that online. Even the registration online is broken, they first email to confirm email address is broken, the link is wrong. (the template is broken and untested) You have to request a 2nd time, then he link works.
I called, which takes an 1hr on hold. I got through to a call centre in India that struggled to understand what I wanted to do. They were confused about if an engineer needed to visit. I told them it was a self-install. After about 30 minutes I thought they understood.
Then they told me to contact yodel.com to change my install date. They didn't understand that Yodel was a courier and that would not change the install date.
That’s enough for me, the level of service is awful. I’m cancelling while still in my cooling off period, a lucky escape! I have plusnet at 4 other houses I manage and will stick with them as you can actually speak to someone accountable on the phone.
The Virgin website tries to make you call a 0345 to cancel, which can be expensive from a mobile. Just shows how bad they are and attitude to customers.
I’ve phoned the 0800, spoke to Jordan who was helpful. But of course, had to be put through to another department. So back to a call centre in India, we struggled to understand each other, tried to talk me out of it over and over……again told me to contact yodel to reschedule!! I don’t think they understand what yodel is. I asked them if they were refusing to cancel and what their name was! They said they were trying to give me options, but didn’t tell me their name. I was just getting more infuriated! They did finally give in and even email me to confirm it was cancelled.
At every step the company is incredibly badly run and no accountability, no process is tested and to many departments.
Reviewer
Jacob
Location
London
Date
08/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Tried to cancel as I'm moving and virgin isn't available at the new house. For some reason you have to call them to cancel - what is this the 90s!? Total joke as it takes at least 5 30 minute calls to speak to anyone as they just cut you off. At least 3 hrs of my life wasted, why not have a button on your website to cancel Virgin Media. Where's my compensation?
Reviewer
Colin Glover
Location
Newton Abbot
Date
07/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
we signed up to virgin media following the promise of a £125 bill credit. we didn't get it and really feel like we have been scammed!! the credit should have come off our first bill and didn't. then we were promised it would be credited after 90 days. six months later we are still trying to get it, spending hours on hold finally to be fobbed off when we do get through. I made a subject access request last time and have still been ignored even though this is a legal requirement. we will cancel the direct debit early and let them chase us for it. I would be happy to spend a day in court so that their atrocious behaviour comes to light. steer well clear. Virgin media offer better services and broadband than sky but we will still be returning to them.
Reviewer
V Pace
Location
London
Date
06/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Absolute nightmare to cancel my contract after my property was declared inhabitable for human habitation, without being charged an early exit fee. Even after explaining the extreme circumstances, they didn't care they just said that they were following procedure. And the amount of times I had to call them without an outcome, and today was even worse, one of their customer service agent terminated our call with him hanging up on me! I would rate them a 0 if I could.
Reviewer
Mark
Location
Havant
Date
05/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use virgin for on line gaming not very reliable
Reviewer
THI MAI ANH NGUYEN
Location
London
Date
05/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media failed to refund me after I left their service. Nearly 2 years have passed since I informed them, the cheque never arrived and customer service hung up as soon as you explained the situation for them. NEVER EVER USE VIRGIN MEDIA. THEY ARE A BIG SCAM COMPANY.
Reviewer
Ross
Location
Northampton
Date
04/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Worst customer services in the UK. 5 separate calls to cancel service after moving, each call 30-50 minutes on hold, every call cut off. Online member centre link to cancel service not working so you have no choice but to call. If you sign up to Virgin you will regret it, the only question is when.
Reviewer
Richard
Location
Huddersfield
Date
04/02/2021
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Pros: Great quality of service and awesome broadband speeds.
Cons: Customer service is absolutely awful. Practically impossible to reach by phone. Expensive. Discounts only for new customers. Existing customers get shafted.
Reviewer
suyay
Location
bedford
Date
03/02/2021
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
In my opinion, the wifi is good for one year and after the contract end everything went quite bad, the wifi keep coming and going but overall is worth it and I really recommend it. (Better than sky)
Reviewer
david
Location
chelmsford
Date
03/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
It took me 5 minutes to get broadband, but it takes weeks to cancel the contract.
There is no email address, phone line is always engaged. Very expensive t&cs. If you move address and there is no service where you are going, they will charge you hundreds of pounds moving
Reviewer
Steve Harper
Location
Stourbridge, West Midlands
Date
03/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Our router was damaged by a recent power cut, Virgin are doing everything except replacing it. Problem is getting worse as wifi no longer works upstairs. It did before. Have long thought their customer service was non existant but at least the kit used to work, no longer so. We have 2 people working from home, one a key worker. Situation is now so bad I'm thinking about moving even though that will result in much lower speeds.
Reviewer
John russell
Location
Sheffield uk
Date
03/02/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Very poor cust,service India based,speed ok I've got 350 but very very expensive £61 just for fibre and phone,that's going up £4 in March and £10 after 18 months contract,daylight robbery.
Reviewer
B Peram
Location
Manchester
Date
01/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Poor Customer service- Hangout without resolving, Long waiting time, Multiple dropouts of signals, weak security, Very expensive for old customers. I wont recommend at all.
Reviewer
Saleem Shahid
Location
Waltham Abbey
Date
01/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Extremely bad customer service. I was holding for 20 min before I spoke to an agent. She said after 5 min that She is not the right person and transfer me to the "RIGHT" person. I was holding for 20 min before someone replied and apologised as she has put me to the wring team. After lot of discussion he admitted that he did not know what to do hence consulted his superior. And referred me to the "RIGHT" team. I was holding for one hour before the connection was disconnected by virgin. Can it get any worse?
Reviewer
Michael Philips
Location
London
Date
01/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The service is advertised at 100Mbits what you'll mostly get 99% of the time is half that at around 50Mbits. Yet, the price keeps going up. So, let me get this straight, you provide half the advertised speed and provide non-existent customer service (read the other reviews) yet you're raising prices on people? No thanks. I'm moving on ASAP to someone else.
Reviewer
Laurent Melka
Location
Enfield
Date
01/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
the business side is so bad that after 1 day i wanted to cancel, believe it or not in our days and age they do not support wifi?!!!
When i canceled after 1 day they wanted to charge me 90days of service, apparently they do not know the 14 days retractation period...
STAY AWAY FROM THIS SERVICE
Reviewer
mark
Location
Bristol
Date
31/01/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The broadband itself is fine. Terrible customer service. A catalogue of ineptitude and poor behaviour. Very long waits to speak to people. Passed between many people and having to start the process anew each time. When moving house you need to set up a new account, requiring you to use a new email address. They posted equipment to my old address, but took half a day of calling them to realise that's what they had done. Then it turned out the equipment (which they insisted I needed to use), was the same cable I already had. Sales staff promised I would be able to continue using the same deal I was already getting, but when I moved Virgin claimed there was no note on my file, so I had to start a new contract. They refuse to send email confirmation of the content of calls, so I have no way of proving what they said. Attempting to get anything sorted is a painful process of listening to their terrible hold music on repeat for hours. It's maddening.
Reviewer
Ramesh Hirani
Location
London
Date
31/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media has the worst customer service ever. I regret switching over to them, i have logged complaint few time as my broadband connection keeping dropping and all of the compliants have been closed without anyone even contacting me.
I wish i had not moved to them, cant wait until my contract finishes so i can move away from them.
Reviewer
Charlie
Location
London
Date
29/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin are useless, I have had issues ranging from poor network speed, being unable to use broadband at all for days on end, being lied to by customer services (if I was lucky enough to get through). All in all a terrible experience, avoid at all costs,
Reviewer
Sam
Location
North East England
Date
28/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
When the internet is working at normal speeds throughout the day, there is major packet loss (when playing games) but technically it is the speed that I pay for. Any time past about 4 or 5pm the speeds go down to less than 5mbps and nothing that requires internet is useable until the next day. Virgin Media needs to stop throttling speeds since they are adamant on their website that they do not! It is ABSOLTELY DISGRACEFUL AND IT'S BEEN GOING ON FOR OVER 6 MONTHS!
Reviewer
Ricky
Location
London
Date
28/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Been a Virgin Media customer since December 2009. Every so often the broadband becomes unstable but nothing has been as bad as the last 2 weeks. I was in a zoom meeting and my son was doing his home learning. We were both kicked out and the wifi disappeared from the list of available networks. I immediately tried to contact Virgin on 150 but was on hold for almost an hour after hearing a less than helpful automated message. I eventually got to speak to someone who asked me to unplug my router and plug it back in again after a few minutes. Didn't work. Tried to call back and couldn't get through. The Network eventually appeared in the list but i couldn't access any web addresses or log into my company's VPN. I've been without internet since and was told the "estimated" date and time of completion would be 28th January at 10:20am. I had internet from 8am that morning but 2 hours later, the internet had disappeared again. I've contacted customer services again and asked to leave, if the service i'm paying for isn't fixed by the end of the day. I was informed by the leavers team that the fix in the whole of my area will now be fixed by 3rd February. Unacceptable. Customers are working from home and home schooling their children. Any fix should be resolved as quickly as possible and we should be informed of any issues, rather than us having to spend most of our day on the phone to be told nothing useful. I received a letter a few weeks ago stating that my plan was increasing. If my service was faultless, i'd have no problem paying more for my plan.
Reviewer
Andrew
Location
Nottingham
Date
27/01/2021
Ratings
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Customer service if you have a problem or every 6 months when they put your bill up is dreadful. You will be spending hours of your life on hold. Worst customer service of any of the providers I've been with.
Reviewer
Reg
Location
Birmingham
Date
27/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
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)
Reviewer
Cam
Location
Cambridge
Date
27/01/2021
Ratings
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Virgin Media customer service are non-existent. I spent over 10 hours across three days trying to contact customer service; their customer service line puts one on hold for 60+ minutes, and then disconnects if one has not yet reached an agent (which rarely occurs). When one does finally reach an agent, s/he has no authority to resolve problems; they only transfer to other agents. Agents then refuse to admit problems, and instead threaten customers with legal action for breach of contract when they assert that Virgin Media's services do not work as advertised. Prices change without notice, and customer service agents deny that there is any change even when presented with differing bills for the same service. Reaching any customer service agent at all required 19(!) posts on Virgin Media's Facebook page, in order to finally arrange a Webchat. Virgin Media are dishonest thieves whose have systems designed to waste so much customer time that the customer gives up and pays whatever they ask. One * for customer service is too much. AVOID.
Reviewer
Umar
Location
Cambridge
Date
27/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I'm simply disgusted with the service. Before I had the 50mbps fibre but I was only getting about 8-9mbps and then I had to pay more to upgrade to the 10mbps package. They did nothing attheor end to try fix my service. Their get out jail card is based on you getting 'UP TO' 50mbps. Luckliy by street fibre optics were recently upgraded by the council so I do get more speed now. However, my router needs to be reset 2-3 times a day. I frequently lose connect and have to reboot the router. I have tried to contact Virgin, but it is virtually impossible. DO NOT SWITCH TO VIRGIN.
Reviewer
Callum
Location
Wakefield
Date
26/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Virgin media is not fit for purpose. Broadband speed good when hard wired but wireless is intermittent. Customer service is non existent. TV service is a joke. The problems are endless and too may to go into here. We had an Engineers visit last year when the system was working, albeit intermittently. but when he left we had no service of anything for 8 days. The next engineer to visit said the first had damaged it. Told we would be compensated in June 2020. Still waiting. We were updated to 360 in December 2020. Nothing works consistently. Engineer visiting tomorrow but will be the last visit they make other than collecting their equipment when I go back to Sky. If your'e thinking of going to Virgin Media, DON'T, you will regret it.
Reviewer
Eva
Location
Leamington Spa
Date
26/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with virgin for a couple of years, goes without saying that I have been having problems with them from day one. After several visits from the engineers, it was ascertained that the problem was in the junction box, instead to add new connections they have patched everyone to the existing one not allowing enough speed to go through to all, hence the connection and the speeds keep dropping. Apparently, they know this as several neighbours have made a complaint but, instead of fixing the problem, they keep sending people out to see the internal connections which we know there are not the problem. The customer service team is horrendous, and when you want to raise a complaint and you ask what exactly is the engineer coming out to fix again, the supervisors hang up on you, very professional
Reviewer
Ravi
Location
Crawley
Date
25/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
No customer support for technical faults. Facing lot of intermittent connections from 1.5 months. Raised a compliant 2 times no response from these people. I do not suggest to go with these people. Very unresponsive. For virgin ref: compliant numbers are: C-1101213210 and C-150121924.
Reviewer
mallory
Location
surbiton
Date
25/01/2021
Ratings
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media have not kept their word with anything. Customer service is zero. Terrible. I was promised compensation for no TV or broadband for 6 days. They basically told me Tough! I eventually got £7 credit to my account. The fibre broadband keeps dropping out or just no service. Be careful when you sign up. They are very helpful at the start. then it all goes downhill! Now they want to put price up by £3.50 Absolutely disgraceful
Reviewer
Reece
Location
West Midlands
Date
24/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Appalling. We have been with Virgin Media for around 8+ years and, especially over the last year, the internet is constantly disconnecting around 10 times a day. Customer service give me solutions that never seem to work. The speed is usually pretty good other than when it switches off.
Reviewer
Sheila
Location
Lincolnshire
Date
24/01/2021
Ratings
Satisfaction
1.00 stars
Comments:
Cancellation nightmare - after seeing great offer for VM broadband i decided to switch, then it began! Hub received promptly (best part of the service) but couldnt get it connected so started the tedious time waste of trying to get to talk to anyone over phone or their cs text service for 2 days,who might help. Next day determined to now cancel this altogether finally got someone after over hours wait and politely asked them to cancel, but guy on phone obviously drilled on trying to keep you, i said over and over again that i had changed my mind and just want to return hub but he waant having any of it, and after confirming my details the call went dead.. i presumed this had been cancelled but then started getting emails and texts welcoming me to VM and and comfirming i am now connected! I replied to every message saying i am not commected and have canceĺled the switch but this has just continued for a week with my texting and leaving messages to them saying i am not with VM and have cancelled. But, when approaching another provider have been told cannot switch to them as am with VM and they have to cancel something on their system before i can go elsewhere. More phone caĺls not answered. Only 1 of their cs text team seemed to have any idea what was happening but umfortumately told me she was unable to resolve it...but did say my accoumt at that time had not been canceĺled and was active. To cut a long story short i have stayed with my current provided who have now offered me a great deal and having explained the issues i hipe have managed to cancel everything, but incase they havnt (as not yet have had any comfirmatiom of cancellatiom from VM) i have made sure no money can be taken by them from my account.
Reviewer
Penio
Location
London
Date
22/01/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
CROOKS!!AVOID! Broadband speeds and reliability are ok, but if you decide to cancel their service after your contract with them expires is a complete nightmare. First, once you select "If you are thinking of leaving us" option on the phone, they put you on a queue, I've waited for up to an hour on occasions and the line randomly hangs up while you are in the queue. If you are lucky enough to get to a customer service representative, they'll try and give you a crap new deal, if you refuse, they'll "transfer" you to a colleague and then the big old wait is on and it will randomly hang up again. I've wasted 3 days trying to cancel my service with Virgin and still haven't...
Oh, and once they kick you out of the waiting queue, you can't call again for a few hours, they put you in a ban list or something, complete CROOKS!!
Reviewer
jononotmybabe
Location
GUILDFORD
Date
21/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The Virgin internet fibre/cable speeds in Guildford are appalling with 60Mbps max download speed (200 advertised by Virgin) and we get frequent outages. Virgin hiked the cost of their cheapest available phone/TV/internet bundle to £74 in a renewed contract in Jan 2021 previously £55. My partner gave up a complaining phone call after 70 minutes and used their website complaint system instead but has not had any reply weeks later . Today (21/01/2021) we got a Virgin letter saying the cost is going up by £4.00 from March , but we still don't know what we are actually paying yet until the first bill comes in.
Is there a true fibreoptic broadband provider in the UK? Can anyone recommend a better internet provider? What are individual experiences of changing from Virgin to another provider?
Reviewer
Tom
Location
West Midlands
Date
18/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
DON'T BE TEMPTED BY THE INITIAL OFFER!
I have been with Virgin Media for around 7 years at 3 different properties.
When I moved from my 1st to 2nd property I had no issues and the transfer was smooth but it all went down hill from there with them trying to hike prices at least twice a year mid contract. Every time I had to phone to contest taking 2 or 3 phone calls of anything up to an hour. When me and my partner separated I could not move my account with me and had to set up a new one at my new address. Virgin messed up all the passwords so I could not access either account for nearly 3 weeks with multiple phone calls. Had to do a transfer of contract responsibility to my ex so she could take over the bill but they couldn't even get that right after 5 attempts via phone and post. Got that frustrated I just cancelled the account and she had to open a new one in her name. Messed up my passwords and email again and they tried to close both accounts saying that I owed them and early exit fee.
Once I got all of this sorted towards the end of my contract an offer came up online on my personal account where I could add the TV and faster broadband to my package for a total of £37 a month. Should have known better than to try and upgrade!
Received email confirmation of price and package details direct from Virgin Media and my new TiVo box arrived later that week. Set it all up and within a week got my first bill which was over £22 more a month than quoted. Here we go again! 42 minute phone call with no result and the promise of a call back from a manager the next day. No call back. Another 47 minute call where I emailed the proof of the price while they were still on the line to the email address they were spelling out for me, only to be told they couldn't access that email and a manager would call me back in 24 hours. Nobody called me back. Another 75 minute phone call speaking to 4 different people and they finally reduced it to.......£37.50 and I was told this was the closest they could get the package. These phone calls were the ones when I actually spoke to somebody after multiple times of being on hold for 20 to 30 minutes and then them hanging up.
After taking a tv package I realised how little there was to watch on Virgin as you have to pay for the larger bundles if you want any of the sky channels and a large percentage of what is available on Freeview for nothing.
This contract ended on the 28th of December so Virgin decided they now want to charge me £59 a month for the privilege of rubbish tv, a landline I have never used and averagely performing broadband. A few days later an email also informs me they are putting their prices up a further £3.50 as well!
I phoned them thinking I will be able to haggle and get a cheap deal as usual but not this time. The cheapest they would do broadband on its own was £37 while new customers were getting it at £28 so I have cancelled finally.
Oh and if you are late paying your bill they will phone you 2 or 3 times a day without fail until its paid but you cant contact them most of the time if you have a problem.
If you have got to the bottom of this review I strongly urge you not to give Virgin Media your custom as they are rip off merchants of the highest order and their customer service is non-existent.
Reviewer
Ego Eimi
Location
east london
Date
16/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
£28 per month for the basic package (after I threatened to switch) but reliability is terrible. It goes from 110 MBps to just 17 and I often get kicked off the internet completely. Makes zoom meetings impossible to host and I can't see how I can easily discuss it with Virgin. Ive complained but they tell me its my fault.
Reviewer
Rob
Location
Reading
Date
15/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a truly terrible experience. 1 star is FAR too generous. Their help lines keep you waiting ages, you keep being passed to another department (and having to queue again), they say they will email and don't, they don't have an email address anywhere that you can write to, they have no online chat capability, if you have been talking for someone for more than a couple of minutes they end the call and leaving them is made extra difficult.
PLEASE PLEASE save yourself an appalling experience and use any other provider. You have been warned - because you will regret.
Reviewer
Sharon London
Location
London
Date
14/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Terrible broadband service with frequent outages and absolutely appalling customer service - rude, couldn't-care-less attitude. Her colleague earlier was unknowledgeable - couldn't even find my contract initially and then refused to honour it! I locked in for 12 months for a fixed price last July but this has been totally ripped up unless I sign up for another 18 months! Not likely! Would not recommend this company with a barge pole.
Reviewer
Lee
Location
Gateshead
Date
14/01/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I have been with virgin fibre broadband for over 3 years, I have the M200 broadband package which claims to have an average download speed of 213 mbs, I have tested this multiple times throughout those 3 years and the highest I ever got was 50 mbps and a 10 mbps upload speed and this was on a lan connection, the wifi was more in the region of 35 mbps. I pay £50 a month for this and they have just told me they are increasing the price by £3.50. They should be refunding for the speeds I am paying for and never getting. I only stay with them because other suppliers do not have fibre in my area and offer only 10 mbps download speeds. As soon as they do offer fibre, I am leaving. It is disgraceful they are allowed to falsely claim you can expect those download speeds. The truth is you will get no where near them. Absolute con. Fibre broadband is much cheaper with other providers and they don't claim download speeds that are way way above what you actually get.
Reviewer
foleygee
Location
Cheetham Manchester
Date
12/01/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
absolute joke, after waiting for almost an hour I get through, I complain about the recent email announcing that an increase is on the way (£3.50)..my package consisted of just TV landline and Broadband and i was paying around the £50 per month mark.The woman at the end of the phone up helled the price rise stating that VM was due to put the price up last year but due to the covid 19 they held back (how saintly) i raised the point that what the difference now from then ie we still have covid and are in full lockdown and in a worse place financially than last year.She replied that its because of the govmt they tell VM to increase the price, (thinking i must sound stupid on the phone )I said that the Gvmt would NEVER tell a company to increase their prices and enlightened her about free enterprise and how the Gvmt actually encourage competition that's why you have the monopolies commission etc, she then said 'its the VAT ..the tax when they put it up'thats what it is (there is a bit of Dunning- Krugar syndrome going on with this woman )I said tax/ VAT are at 20 per cent ,they haven't been changed and if they do it will be announced in April normally , not March ,unless you are psychic. I ask for a cheaper price , she trys to give me a slight discount but its a sneeky one as it wont last as long as the whole contract , just 6 months , I ask to take away the TV cha that i don't watch and the landline that i don't use , she says her screen has grayed out on that box , she cant help me , but will transfer me to someone else .half hour later i speak to an asian man who takes me through all the sec procedures again , i tell him my problem i he starts to speak fast and on hands free i can only make out the odd word, another transfer, another wait, another taken through security, i say b4 i talk do u have the authority to do what i ask , he says what is it , i tell him give me a price without tv and phone , he quotes me £40. i said is that for 100 mps he said yes , i then asked for 60mps he quoted £34 permonth , i said looking at that its dear to other companies, I said i give you 1months notice ..after looking around and being 60 and all the different routers and cables become confusing so i bottled out. I ring up VM again to reverse the cancellation, i get through after 30 mins to a young asian woman who asked me my name , address and postcode , i had to spell out my name then she asks postcode and house number and turns round and says that my name does not match up with that address, so we go through the landline tel number and i get put on hold for 10 mins, she comes back and says how can i help , i say do you have my details now on screen she says yes and then we go through security procedure ...again!..i tell her my story and ask her what s the best deal for the old package i had but with slower Broadband , she says she cant downgrade any package and puts me through to another agent , 30 mins later i speak to another agent and i say to her is she the right person to do the biz, so i don't waste time , she says she is and i ask her to look at my bundle and if she can do anything as i might reconsider leaving(at this point I'm scheduled for termination 8th feb)she says she can bring it down a little more , and after that being squeezed out of her i then asked for the price if my speed was reduced to 60 mps, she relied (wait for it!!) that due to how the bundles are packaged ,it will be more expensive ????. i said then by your reckoning and logic if i upgrade my package one by adding things on , my monthly payments should reduced, is that correct i asked? she replied i know what your implying and how it sounds ,but it just is ,..I think its a wall to keep the price high. i asked is that the very best she could do and she said yes , so i said okay we will roll with that....i then hang up the landline phone from her and as i do my mobile rang, i then here the dulcet tones of a mature peoples person old school saleman on the mobile , telling me how sorry VM that I'm leaving , he tell s me I'm a VIP and the length of time i v been with them how wud i like to have my TV channels ..+ 2 others thrown in , your landline ...and 100 mps broadband for just £29 per month.. isaid yes please , i asked about his authority and he informed me that he is higher up the ladder then Cust Serv by quite a few rungs , so i say so therefore you have the ability to overule any decision by cust serv and any deal they make you can trump it,,is that correct ? he assures me , i said okay that's fine send me an email with the new revised contract...so the next day i get an email from VM and its the contract for £44.30 permonth not £29.00.. so because he used a VM mobile i sent a message to him saying i haven't seen your email yet is everything ok, i didn't get an answer..most likely wont do. but i cant pay £44 to them now after having a deal for £29... so i will have to cancel the contract again and do it in writing to head office .. recorded del!!(not falling for that one ) as i have 14 days cool off period. in the letter i mention my disappointment on not honouring the deal the offered me ..anyway if i don't hear from them then i have to let things take their course and find i new provider
Reviewer
Heather
Location
Watford
Date
12/01/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Virgin media do not deliver the service that I pay for (108Mb); I achieve half or even less than that. Speeds averaging 39.7 over the past 7 days. Currently monitoring broadband speed.
Reviewer
Gilly
Location
Devon
Date
11/01/2021
Ratings
Satisfaction
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Rang yesterday phone answered after an hour then transferred to accounts where I held on for another 30 mins before being cut of. I have filled out a complaints form and the biggest laugh is they confirmed receipt of my complaint and say they will get back to me within 28 DAYS, disgraceful. We are leaving after many years , not that they will be bothered.
Reviewer
Steve
Location
Shoreham-by-Sea
Date
10/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have never got anywhere near the 100 MPs I'm paying for:-currently 12 to 17Mps download,i.e.only about twice what an old dial up phone line would give. Frequent total failure of internet causing warning messages from my security cameras to be sent that they're offline. Slow speeds also mean Zoom meetings almost unusable at times due to screen freeze and loss of audio. Useless is too mild a term to use about them.
Reviewer
Tom Page
Location
HUNTINGDON
Date
10/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Disgusted. Left them today after 22 years since the good old days of NTL. 2 hours and 20 minutes on the fone trying to get a better deal as they were going to up my bill by £10 a month, just like that! 3 'customer care' staff asked all my details again and again so in the end I quit. I'll give one of the smaller company's a go. Their advertised internet speed is a total fabrication. I paid for 100 mbps but was lucky to get 23! Bye-bye virgin, you should be ashamed of yourselves. Avoid them!
Reviewer
aysun
Location
woodgreen
Date
09/01/2021
Comments:
Terrible! the worst customer service that's if you get any! misleading information! expensive! inaccurate! unprofessional! terrible! no one will answer your call or reply to your complaint.. just dont bother with this comany
Reviewer
Srini Gopalam
Location
TW3 Whitton
Date
08/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Pathetic, appalling and poor service. Didn't realize i have been with them for almost a decade. I pay £61 a month for my package (mixed TV, 200 MBPS Broadband and Weekend calls on Phone). We don't use landline at all and TV is a rare scene but mostly the internet. They have promised 200 MBPS but in reality I don't even get 40 MBPS. What a shame. The internet connection is poor, intermittent. I have made numerous call to customer services but complete waste of time and the service is not worth the price you pay. They treat existing customers like milking cows knowing they are trapped in the contract. All discounted offers are for new customers again like anything other company but comparatively the service is completely degraded with no respect for customers.
Reviewer
ian
Location
stockport
Date
08/01/2021
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
ABSOLUTELY crap service..
ABSOLUTELY crap service... you cant get intouch with anyone.. the website takes you round in circles.. for obvious reasons.. to put you off... then at least 30mins to 3 hours waiting on hold... yet when you get through they tell you its not like that there systems say approx wait time is 18mins.. in what world?.. its a shame I'm about to cancel my package due to recent cost increase.. oh yeah all you get told when trying to get a new/better deal is "NEW CUSTOMERS ONLY" well after being with cable & wireless then NTL world and now virgin I'm about to leave after approx 25 year's. as a business if new customers are all your interested in god help you... have you seen the reviews you have? Mr Branson I think you need to take note and do something... sooo not a happy customer
Reviewer
Ken Symington
Location
Bangor
Date
08/01/2021
Ratings
Speed
2.00 stars
Comments:
I bought virgin 200 and occasionally that speed happens. For a short while. On a daily basis there are times when we have no internet. I continually check the speed and the average is about 20 mobs though many times only in single figures. At times our tv has to buffer, and also on important zoom calls. Many months ago I held on for ages to speak to someone who said a new router would fix all which I doubted, and after reinstall and changing all internet passwords around the house (Alexa etc) it made no difference at all. I gave up holding on and on many times. Eventually wrote to the CEO in Sunderland but 'he was on holiday' Beyond words awful. Actually stressful. Online info states restart router. That's an almost daily duty. Awful. Problem is no other high speed in our area as yet so still have to hang on though out of contract and paying a lot extra because of that, but I have champagne cooling for the day I can leave.
Reviewer
Jonathon
Location
London
Date
07/01/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Relatively poor service.
Went up massively in price. They offered me a discount when I complained and secretly locked me into a contract they didn't mention on the phone (although it was buried in the T&Cs). When I asked for call recordings they didn't send them. Surprise surprise.
When I eventually finished the contract I can't cancel because they have no way to cancel on the site (although you can upgrade. Again, what a surprise) and I have spent hours on hold.
They are about as cynical a company as is possible.
Reviewer
Adrian
Location
London
Date
07/01/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I wish I could give 0 stars but its not possible. Customer services are inexistent, internet is only fast when it works, that's about 30% of the time, the other 70% its either down or it just keeps disconnecting over and over again. I'm paying 52£/ month for 350MB download and the average download speed is 60MB, again, when it is actually working. Trying to cancel my contract after 3 years of dealing with it and I'm currently on hold for 1 hour with no chance of someone actually picking up the phone. If you're thinking of switching to virgin media, just stop, don't do this to yourself. Judging by all the reviews I'm not the only one with this problem.
Reviewer
Loulou
Location
Liverpool
Date
06/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Virgin used to be ok when I first joined but have got worse over time .Had a problem recently and after ringing numerous times and holding on for a life time just to speak to somebody not one person could answer my simple question .Every conversation reverted paying out more money for a result which I am not prepared to do .
In the end and totally frustrated I wrote a letter regarding my complaint in order to try and get a response . That idea was even worse - 5 reply letters later from Virgin I am still trying to get an answer ,obviously nobody knows what other staff are doing and realise so many people are answering my 1 letter .If I wasn't so annoyed with the whole scenario I would find it funny but I am determined not to give up , its crazy . To add fuel to the fire I have heard the monthly charges are going up :Disgusting , time I said goodbye .Cant guarantee another company will be better but judging by reviews they care about customers !!
Reviewer
nshan
Location
london
Date
05/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I made the worst descison ever by leaving BT and trying to join virgin, they told me 100% my home is connected and no work is necceserry, 5 months later, im still waiting for "work to be done outside" for me to get connected, every time an engineer is due to come, it gets rebooked, with no contact to me, its been 5 months now, and they just streched it another 2 weeks, when you call them, its always in india and they can barely speak english, like robots reading a script, i dont need your apology, i need you to do something about your horrible serivces, they will lie to you and reassure you just so you dont leave, please if you are thinking about joining virgin, DONT
Reviewer
Ben ford
Location
Nottingham
Date
05/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
I have been trying to get this company to fix my internet fir nearly a month. They keep fobbing me off with excuses as to why the service is not working and none seem reasonable for a company as large as this one.
I use an app called nextdoor neighborhood or something like that. And it allows the community to stay in touch and commincate issues between us. It appears several people in my area suffer the same issues..
I phone them to report things and just get through to people working from home with no ability to do anything. When you do get to speak to someone. You either get fibbed off or the phone line will go dead when put in hold to contact supervisors or engineers.
I can not recommend anyone use this company at the moment, even though it is difficult in this country to find alternatives due to lack of general investment into our internet backbone from companies and governments alike
Update 5/1/21
Been back InTouch with this company today. Issues still not resolved and made to feel as if i am being blamed for issues i am suffering. And that during this pandemic i should make allowances for this and just out up with it.
They also decided to increase my bill during this period and almost doubling the cost whilst supplying an inferior service.
I would suggest to everyone to find a different supplier. We all need to start using yhe smaller services and let these big boys go bust or get close to it. They may start improving their systems. I am going from 200mg (intermittently) which is far more than needed to a 56mg connection with plusnet that is a permanent stream. Please all be aware you do not need huge download speeds. Most media apps only use 4mg maximum. 200 mg is meant for multiple use household where there are more than 10 people.
Each person only need a maximum of 10mg unless gaming or downloading huge files.
Reviewer
Rahul Shah
Location
Birmingham
Date
04/01/2021
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I have signed up to 100mbps broadband but it struggles to meet 50mbps or a number of occasions and no customer service/follow up at all.
Reviewer
David
Location
Newcastle-under-Lyme
Date
03/01/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I have been with Virgin Media for sometime and have noticed a deterioration of customer service. Not only does their Broadband fluctuate wildly to what I’m paying for but their prices have been steadily increasing. I’m out of contract and thankful for it . For the past 6 weeks the TiVo box just keeps switching itself off or freezes the TV. I have made 3 call left online long enough to go for a 3 mile walk and still no answer. I have emailed 3 weeks ago and no answer. So I have written a letter to give my 30 day notice ( That was over a week ago)
My advice ... Don’t run a business if you can’t back it up with good GOOD customer service.
Reviewer
Marc
Location
London
Date
02/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Truly awful.
- They go down all the time yet never admit to it, yet see others on twitter, downdetector etc..
- The speeds will never match their advertised speeds when used in practice. Downloading a game, a 4K movie, files etc. will never be at the speed they show.
- It is clear they do some kind of packet insepection and management to deliver better service to certain things.
- Gaming experience is the worst I have ever had, you will get low ping but latency spikes constantly with any increase of action. So jitter is terrible. Inconsistency is the worst as you can never adapt or know what kind of experience you'll get.
- I have tried to contact their customer service many times and just get stuck in a loop. Completely non-existent.
Reviewer
James Lawrence
Location
London
Date
01/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Virgin Review
Virgin media - possibly the single worst internet provider I have ever dealt with. Apologies, this is a long review, but I beg you read it.
They installed fibre optic into our building, promised tenants superior service enticing a bunch of us to move away from our slower, but stable providers.
After 2 months of problems, 17 customer service calls, and 5 engineers coming to the building, I've had enough.
1) First, when they surveyed the building they failed to check the building wires properly. Whilst it is a new build, every apartment in the building is fitting with air filled cables. Apparently these are not fit for use with Virgin media equipment (I am not an electrician/network specialist - I am repeating what the last Virgin media senior engineer told me). For me this hasn't been a problem, testing the cable shows a good connection but for others in the building it has meant they've switched to Virgin and they are completely unable to connect (air filled cable twisted and shorting out the circuit).
Had they of properly surveyed the building, they would have realised this.
2) Secondly, whilst my connection is fine I was still running into significant downtime. The 4th engineer that came to the property reviewed the fibre centre in the risers of the building to discover that the Virgin Installation team had failed to plug the connections in properly. Meaning that whilst I had a connection, it was only to 1 out of the 4 available network centres. When that centre went down, the building was unable to fail over to any of the other 3 available.
Amazing. Couldn't make this incompetence up.
3) Even now when I am connected to all 4 network centres, Virgin has CONSTANT network issues. I have been without a stable connection for the whole of the Christmas period. I am writing this whilst hot-spotting from my mobile.
4) When I am actually connected to the internet I am on the 200Mbps package with a guaranteed minimum of around 100Mbps - I'd be so lucky. In the 2 months i've been with these jokes, I have at the most 80Mbps but recently its been more like 20-30mbps. Whilst this is plenty for most people, my use case is somewhat unique, especially whilst working from home. My point is, don't bother paying a premium for Virgin thinking you'll get crazy speeds. You won't.
.. Don't worry. My complaints don't stop here.
5) I have called approximately 17 times since November 7th to explain the issues. Every time you call, don't expect to be on hold for anything less than 40 minutes before getting to speak with an agent. Certainly don't expect a resolution. After the 10th time I requested to speak with a manager. I've never once been put straight through - its always "we promise a call back". NOPE. I have been promised a call back by a manager 5 times and only on ONE occasion has that actually happened.
6) I have asked them for an interim fix for whilst they try fix the network issues (of course, they are unable to tell me what the network issue is). I have suggested a WiFi dongle for when the service is down. NOPE.
7) I've been charged £70 for the privilege of dealing with these clowns so far. Their customer service agents don't care about your issue. They don't want to help or find a resolution. They can't tell you what the issues are.
I made the mistake of not looking on here before I went with Virgin. I cannot convey strongly enough how diabolical they are. I am currently collecting evidence to provide to the Ombudsman, speaking with the building management (that manage all the apartments blocks in my area - Paddington) to get Virgin removed from the building and prevent them from falsely advertising their services in all their buildings, and I am speaking with a friend at Hyper Optic hoping he will be able to help get them installed instead.
Reviewer
Matt James
Location
Epsom
Date
01/01/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
It works when it works (mid-July to mid-Sept 2020 in my case), but falls over far too often. Only when you complain do they acknowledge "known issues" in your area (May-July and Sept 2020 onwards with the "fix" not expected until Feb 2021!!). Throughout these periods the online issues tool stated that there were no issues - useless and outright misleading. In Sept 2020 I naively upgraded from 100Mb (usually getting c90Mbs) to 200Mb, yet only saw speeds of over 100Mb on the single day that the upgrade happened. Thereafter, the speeds were actually worse and the downtimes increased. The online community of experts tries to help but have no real power to do so. And, of course, they try very hard to avoid actually speaking to you.
Reviewer
JOSEPH MENDIS
Location
HUNTINGDON
Date
31/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
VIRGIN MEDIA ARE CON ARTISTS. THEY HAVE STAFF BASED OUTSIDE OF THE UK WHO CONTROL ILLITERATE STAFF IN THE UK. THEY ARE A SCAM OUTFIT. THEY SHOULD BE UNDER CRIMINAL INVESTIGATION AS THEY WILL DESTROY YOUR CREDIT RATING AND EMPLOY DEBT COLLECTORS TO BULLY YOU. STAY AWAY FROM THESE CRIMINALS. THEY WILL PROVIDE YOU WITH NOTHING AND THEN BILL YOU JUST BECAUSE YOU SIGNED A CONTRACT. SO DO NOT SIGN ANYTHING WITH THESE PEOPLE.
Reviewer
barbs
Location
Date
30/12/2020
Comments:
Absolutely terrible service. The Internet has been on and off all days for the last few months. I'm working remotely and have to work about 2 hours longer each day as my broadband connection is getting cut all the time. My managers at work are not happy. I missed a lot of important Zoom meetings. I will be ending the contract before the end date. I'm sure it states that the company is supposed to provide me with Internet which they're not doing.
Reviewer
Krinjal cangi
Location
United Kingdom
Date
29/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I don’t know why on broadband they have to remove from broadband to give to service, virgin media absolutely horrible customer service, misleading and fishing agents and specially worse service. I’m surprised that no one to check on them. Which is unexpected service virginmedia and in the future I will never use virgin media
Reviewer
Charlie Reynolds
Location
St Albans
Date
25/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
A summary of the issues I’ve had with Virgin Media.
I am leaving this review to warn people of the issues I have had, but also in the hope that someone from Virgin will give me some actual explanation for why these issues are happening and when they might be fixed. I still hope to one day get the fast, reliable connection for which I am paying.
- Extremely unreliable connection. During certain periods, my internet will simply temporarily stop working briefly and then reconnect again. This can go on for anything between a day and a week. The issue has been occurring irregularly for over 2 years and Virgin have offered absolutely no reason as to why, despite asking on numerous occasions. I am told there are “intermittent connection issues in your area” with no further info.
- When searching for faults in my area, the website always shows no faults. However, when phoning (after countless messages urging me to use the website instead), a message does admit there’s a fault... with no ETA on resolution or explanation of what is happening.
- When paying a bill online, sometimes after entering card details etc, the form will tell me that “something went wrong, please try again later”. On trying again, the same message will appear. On checking my bank statement, I find that I have been charged for BOTH of these supposedly failed transactions, each for over £100.
- When trying to get a refund for the above, clearly a result of Virgin’s defective website, we are told no, “Virgin Media does not give refunds” using the online chat customer service function. When phoning the next day, a very helpful employee said that yes, I can absolutely have a refund. Why the inconsistency? If I had accepted the first answer, I would be down over £100 because of Virgin’s incompetence or downright dishonesty.
- 10 days later, the bill is still showing as unpaid.
- You simply can’t log in to the website on certain browsers. On chime, the sign in form just doesn’t work. The sign in button does nothing.
- The website forces stupidly restrictive password rules, with a maximum length and limit on certain special characters, which actually WEAKEN passwords as well as make my usual variable password convention unusable.
- Working from home during the pandemic has often been impossible thanks to connection unreliability.
- I live-stream and Virgin is the only high-speed connection in my area, but during common random periods of unreliability, the very expensive internet package I have selected is absolutely useless and a total waste of a very significant bill relative to my income.
- It is now Christmas and instead of meeting friends and family I have decided to live-stream with friends in order to adhere to COVID quarantine rules. Of course, now is one of the all too common days of non functional internet.
- I don’t really ever ask/expect/fish for refunds, but considering the atrocious product and service I am paying for, it is disappointing that Virgin have never once offered any compensation for any of the faults I have experienced.
Reviewer
mark
Location
fareham
Date
22/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
virgin are a joke the worst service i have ever had the displeasure to receive after xmas im out of it i cant stand it any longer 50 odd quid a month for unreliable sporadic crap internet, appalling wi fi unless you want to pay for boosters well guess what you mugs i pay too much as it is without paying for those too,honestly there should be a law against cowboys like you lot you are no better than dick turpin,you have no english call centres no one can ever understand the people on the phone on the rare occasion that it gets answered, and when it is answered all they say is reboot modem which is about as much use as a chocolate teapot, the tv i cant fault it works great, landline also, internet is shocking and appalling and i would never recommend it to anybody under any circumstances.
Reviewer
David
Location
Earley
Date
15/12/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
When signed up a number of years ago great and delighted. But over the last year or so the service has become poor. The most annoying are mini cut outs. New routers they decide to provide herald a further deterioration.Zilch customer sevice. Recently had local work done and we had no service and for a while better but now WORSE!
Reviewer
Mr A Buckenhamn
Location
prenton
Date
15/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Total frustration as to wi-fi connection/customer service contact,wi-fi keeps cutting off over last 3-4 months, customer service cuts you off on most calls,have sent richard branson email as to crap service,after all, he is the one making £££££'s from our frustrations
Reviewer
Martin Crisp
Location
Essex
Date
15/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Poor customer service very rude and prices keep going up. Been a customer for many years but not for much longer.
Reviewer
edward
Location
Oldbury
Date
15/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible and expensive service, really regret to have hired this provider, I want to cancel as soon as the contract end, BE CAREFULL AND DO NOT CONTRACT VIRGIN MEDIA terrible and expensive Internet TV provider THE WORST IN THE MARKET
Reviewer
Anna
Location
London
Date
14/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
One of the more expensive providers. Used to be reasonable, now TERRIBLE for months, Broadband slow, keeps cutting out, cannot get through by phone, no complaints procedure.
Reviewer
Rosan
Location
London
Date
14/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I tryed to use Virgin media and they have sent me 3-5 times engineers and couldnt solve problem and then i cancelled my contract which i couldnt use even 1 second but they are dont cancel my account and it still affect my credit score. DO NOT USE VIRGIN MEDIA
Reviewer
Komron
Location
Birmingham
Date
14/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i have been using virgin media broadband and i got speed 213 Mbps wich I spouse to get minimum 50%wich is 100mbps even I don't get this I'm getting maximum 58 Mbps can't wait until my contract is finished sad with virgin medias service
Reviewer
Tk
Location
Leicester
Date
12/12/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Installed Virgin Fibre broadband and couldn’t be happier with the service. Getting even higher wifi speeds than what I’m paying for!
Reviewer
chris
Location
loughborough
Date
11/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
absolute rubbish, new customer installation agreed for tuesday december 15, got e mail friday evening before changed to december 30 so 1 working days notice. leaving no phone or broadband over christmas for a pensioner. if they have this kind of contempt for a new customer i pity their existing ones! disgusted.
Reviewer
lalo
Location
London
Date
11/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service is the worst, they won't listen to anything you say but try to charge you as much as they can and more. I moved house and I couldn't take the broadband contract with me as they didn't supply at my new adress no being given more options I had to go for early cancellation, I thought of some disccount on the cancellation fees as I understood it wasn't fully my own fault wanting to leave, I was on the phone for hours just to speak to someone and and make any payments, they will leave me for hours between transfer to different teams. The worst network company in my experience. 0 stars or less.
Reviewer
Emilio Lopez
Location
Wilmslow
Date
10/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was happy until I got many hour outages for two consecutive days and needed to move house only to find that I couldn't get Virgin at the new place. They want me to pay £240 for early disconnection when I cannot physically do anything about it. Spent 4 hours and a half trying to find anyone reasonable there but I'm giving up. Never getting internet with them again
Reviewer
lp
Location
yorkshire
Date
10/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Their customer service is non existent. I have spent 4 days of stress trying to speak to someone. Impossible. just texts saying someone will be in touch with me. Technology is supposed to make life easier. Am I the only one who is finding it more difficult. To be fair on their staff they are only doing a job, its the people in charge that should be held to account.
Reviewer
Kathryn
Location
Cardiff
Date
08/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Awful service. Didn't honour deal, impossible to discuss with anyone useful. Disgusting company.
Reviewer
Pratap
Location
Harrow
Date
08/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Terrible broadband supply with terrible service.
I moved my current broadband and phone service to Virgin Media as I wanted better speed. After just a few days of installation, the speed kept dropping to less than dial up speed. This was fixed after a week, only for the service to fail for over 24 hours in our area again 2 days later.
As 3 of use work from home, this was a big blow as need to do work. Were left to use our mobile hotspot which ate into our data allowance very quickly and had to buy more costly plans just to do our work. Due to limited mobile bandwidth we were unable to share and had to upgrade data plan as our cost.
Have lodged a complain only to be told that I am unable to leave without £240 exit fee as have past our 14 days grace period.
Have applied to have my service moved back, better to have a slightly slower bandwidth than stop start and unrealiable service.
Was without a phone service too for over 8 days which was a pain too.
Avoid as virgin cannot guarantee uptime.
Have learnt my lesson with Virgin and will take a hit on the exit fee.
Reviewer
M Lard
Location
London
Date
07/12/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Almost impossible to get hold of anyone and when you do its all rushed and scripted. I had pretty simple questions that they weren't able to clearly answer and certainly weren't prepared to do anything to compensate for the inconvenience. Nothing is clear, customer service is poor. I'd like to change provider but i think even that will be a headache to achieve. my complaints/calls/emails have all gone unanswered. Really unimpressed.
Reviewer
Nicolas
Location
London
Date
05/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media have no clue how to run a broadband network or provide anything that could be described as customer "service". The internet speed since activation is low, the technician booked the intervention of another team that never showed-up. Impossible to have them over the phone.
Reviewer
Harish
Location
Greenford
Date
04/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
They send you wrong contract price, the day after you have signed. They say they will send you corrected contract twice. Still have not received it. 2-3 months after you have signed up on my mum's flat they did not credit the first bill they had promised on installation. . They say they cannot confirm the first bill credit offer. Takes ages to connect. Their website has no feedback. The live chat goes round in circles.You get cut off and they don't ring you back.
Reviewer
bluefox9er
Location
Leicester
Date
04/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Simply the very worst company you could ever dream of going to. Yes, the broadband is fantastic, but they tell lie after lie after lie after LIE.
They DELIBERATLY missed me a package and then refused to adjust my contract to reflect the discount they were giving me.
7 hours of waiting on th phone for 4 days and I get through to someone who simply isn't interested in answering me other than to say ' it's being processed'...a credit for £90 does NOT take more than 4 weeks to process.
Then the contract...which needs to be adjusted by £30, as per Virgin Media's call notes. Except it isn't and no one knows whose job it is to do that and when it will be actioned.
Spent over 5 days on hold for 4-7 hours at a time to be told completely different things. These people are LIARS.
Reviewer
G Mcg
Location
London
Date
04/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
"Internet", this useless company cant keep the internet up for more than a few hours before disconnecting for 10 mins and when it does come up, the quality of speed is pathetic, even the most basic of things like youtube lags like crazy, let alone, netflix, twitch, whatever game you might be playing. They guarantee a certain down and up speed, which they don't even get close too, breaking they're legally binding contract, they are modern day bandits and will soon enough get sued to bits, don't ever sign up with these clowns, and fyi i live close to central London, how can the net be so bad when i'm on fiber optic a stone through away from the biggest capital city in the world? Jokers.
Reviewer
Pavlo
Location
Liverpool
Date
01/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
The internet itself is ok. Although i am not using much of the data,I feel it gets slow in rush hour. The worst part is the customer service! it is impossible to get through. I have wasted a lot of money calling customer service on premium lines. I have been disconnected repeatedly after being on the call for 40min to an hour! I feel as i was lured in a trap with no escape!
Reviewer
A Mills
Location
Torbay
Date
30/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Virgin media used to have excellent customer service once. Now it’s just an unmitigated disaster. Don’t expect any help whatsoever and certainly don’t expect to have your issues sorted to any degree of satisfaction. This is what happens when you sell a perfectly good company to the Yanks. The expression piss up in a brewery comes to mind.
Reviewer
Mazhar
Location
Hemel Hempstead
Date
30/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Normally I don’t do reviews but Virgin media Pathetic Customer service has forced me to share my feed back. One of the worst customer service I’ve ever come across. Miss Sold me a Package and there supposed to be Movie BOX or £ credit with it and I have been waiting since August to resolve this issue. Indian Based Call centers and No one understand the problem and try to resolve it. Will not deal with Virgin Media in future. Keep asking me to provide the proof of the promotion. I should’ve read other customers reviews before signing Virgin Media. I had sky for 14 years and never had any issue and they have a brilliant customer service when it comes to resolve the issues. Avoid Virgin Media at at all cost…. You will regret if you signup with them….You will also end up talking to their F.... Bot 07533051809. and endless text. It will take you any where...
Reviewer
Helena
Location
Birmingham
Date
28/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Your company is INCOMPETENT. It takes FOUR phone calls to move services from one property to another. You DON"T take direct debit for internet payment and until I get a letter of late paymemt charge I have to call you to sort it out. YOU TELL ME IT'S SORTED. I check my statement to see it wasn"t sorted at all IDIOT STAFF. I call AGAIN to get it sorted. I'm on hold because I failed security, I look at my emails that say I owe you from last payment. You refuse to let me speak to a manager and refuse to listen to me tell you the number and email address etc to get passed security to speak to. I already spent 40mins on the phone trying to get through. YOU WONT BE GETTING ANY PAYMENT THAT YOU SAY I OWE. You treat customers who have been loyal over 10 years. Incompetent lazy and stupid staff!!!
Reviewer
suresh sundaresan
Location
uxbridge
Date
27/11/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Broadband connection lost due to unavailability at least three times a month in the last year. There is a default message being played when you call support stating that there is fault in your area and will be fixed by 4pm. This message is played even when there is no fault, I checked
Reviewer
Mark Perez
Location
Surrey
Date
27/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have been with VM for over 30 years
Most USELESS Broadband Company on the planet.
No one answers their 150 or 0345 numbers.
Have lost money trying to upgrade my package because of their rubbish website
Son at Uni and wife on Furlough so need a stable Wi Fi
Yet 3 complaints logged and still no one answers the phone
Reviewer
Andy
Location
Bournemouth
Date
26/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely diabolical is putting it nicely - Virgin Media have no clue how to run a broadband network or provide anything that could be described as customer "service". If you're lucky and never have a problem they might be OK, but if you get an issue I suggest you abandon all hope or ask the cat; it's quicker. Unless you enjoy repeating things ten times and still being ignored don't bother calling them.
We've experienced CONSTANT disconnections and outages (Virgin's fault - nothing to do with WiFi) several times a week over several months. Virgin couldn't care less, their call centre's only goal is to get rid of you as quickly as possible by saying "yes" to anything (but not actually doing it) - even the engineer who (eventually) turned up admitted he gets plenty of abuse from irate customers who are completely fed up with being fobbed off!
Virgon's complaints process is a joke, probably conceived on April 1st - online submissions are ignored and out of three letters, Virgin ignored two and fobbed me off with the third by suggesting I text their robot "agent" for further support; the only company I've ever dealt with that won't let you speak to a human in the complaints department! Even when the Ombudsman stepped in and they were forced to refund me they didn't even bother to apologise or look into the issues any further.
In summary, they're useless, a joke, and don't bother if you value reliable internet (or your sanity).
Reviewer
Richard
Location
Manchester, Stockport
Date
25/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
There are constant issues with my broadband and home phone line. They have sent me letters saying work will be carried out in my area of which services may be intermittent on that day up until 4pm. 4pm comes and goes with services still down I check their website where it's been updated to another time of 6pm. 6pm comes around and yet again the timeframe has been moved to 9pm. This keep happening until around 11pm or 12pm. This has happened multiple times now and I'm trying to work from home in an ecommerce role where you can imagine having a stable internet connection is vital.
Other than that I have constant drop outs of service like today. With no notification of service interruption. I checked their website and yet again it says there are issues in the area. Again saying the deadline for this fix is 3pm. But obviously that means nothing to them.
I booked in an engineer to visit my property with a AM timeframe only to wait around all day up until 8pm when no one turned up.
Their customer service is terrible offering no support or compensation for these constant interruptions. Spending over an hour on hold totalling up to 4 hours trying to resolve my issues bout my services. I've made 4 complaint with their team of which nothing was resolved.
I genuinely have never seen such poor service from a company. Below services has been
Reviewer
Kiko
Location
London
Date
24/11/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
From 24 to 39 pounds.
Thiefs!!!
Dificult to get hold of customer services and once you speak to them the price stay the same.
Big NO, NO
Reviewer
Dylan
Location
South London
Date
22/11/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a long term customer of Virgin Media broadband as it is part of the TV package. However, for the last 12 months the internet is extremely bad! Continuously cutting off, which is annoying whilst I conduct video calls whilst working from home.
I have now cancelled my subscription and hope they improve in the near fututr.
Reviewer
Fi
Location
Derry
Date
21/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I would welcome anyone's views on the grievances outlined in a letter of complaint I sent off by email today.
I have now noticed that since sending the letter off, the speed has considerably dropped. It might be worth mentioning also my yearly contract had finished back in September. I had only been paying 29 sterling as a special promotion for 100mbps when I initially signed up. By telephone, I attempted to renew the contract and at first I was offered the same packet but for 59 sterling. I refused to accept it and hung up. But didn't give up and rang again. But I didn't give up. By some sort of fluke I managed to get through to Marianne at Customer Retention. She offered me something completely different for 28 sterling but the same packet for the same speed. I asked her how so, since I was originally quoted a different price. She said, in future, just ask to be put through to Customer Retention.
What is this? There is no option for Customer Retention when you make a call. Press 1,2,3, 4 for limited options no mention of Customer Retention. After reading all the reviews of people in similar circumstances, I thought it was worth a mention. Only after reading other reviews of people being encouraged to accept the initial quote did it ring a bell.
Getting back to my grievances over the last 2 days, here is the letter:-
Please note that my reference to being a 'satisfied customer' was in regards to the high speed only. This was why I signed up in the first place.
TO WHOM IT MAY CONCERN,
I have been a customer with Virgin media since October 2019 and in that time, I have been more than satisfied with the quality of services provided. A situation has now arisen in the past two days that requires me to move to another home. Consequently, I decided to act right away in an attempt to transfer my account to the new address. The address was in the same town, not far from the present address. By doıng this, I had no inclination ıt would turn out to be a problem lıke the one that unfolded.
Yesterday, I went online to check if your services were available at the new address. I entered the postcode several times on the facility provided via my online account. However, there was an instruction 'please wait' each time I entered. I assumed that maybe this was because there were lots of apartments in the building. Subsequently, I proceeded to enter the online chat facility under 'moving home' to get further clarification on the issue.
From the outset of the chat, I specifically outlined the nature of my enquiry ie I would be moving home and I wanted to find out if Virgin Media was available in that area: and, that my previous attempts to enter the postcode had been unsuccessful. This was not clarified immediately by the agent but instead, he proceeded to ask for security details and lots of information relating to the new address. He also asked if I wanted Virgin Media at the new address to which I replied 'I did'. Since this turned out to be a lengthy procedure, I interpreted it as meaning that the service was indeed available at the new address; after all I had not been advised otherwise. Or, indeed my interpretation was that I needed to go through this procedure just to find out if services were, in fact available in the area. The correspondence ended with the agent advising me that another agent would be in touch in the next 45 minutes.
In the meantime, I decided to call Virgin Media for further clarification. I explained what had happened as outlined above. The agent advised that it was an unnecessary procedure and there should have been a check beforehand to establish if the service was available at said location. He then kindly proceeded to check this out and was able to confirm that it wasn't in fact, available. He also advised there would be a fee for disconnection. I was disappointed when I heard this and the agent was sympathetic to my concerns. He was very helpful and kindly offered to transfer me to customer care which I accepted. I waited for 20 minutes but there was no reply.
Despite this, I continued to the chat facility in the hope that maybe there would be some other options available. Before I could get to explain what had happened, the agent took me through the whole process again asking for lots of information. In between times, I asked if he could see the messages from the first point of contact where I had already given all the same information. As time went on, I became increasingly frustrated and the conversation was just one of disarray and confusion. At the end of it, he said the service was indeed not available and that there would be a fee for disconnection. Then he encouraged me to book a cancellation date.
My account of the correspondence, leads me to my poınt in writing to you. My grievance is twofold:
1 I can only describe yesterday's communication as a mission impossible. For at least four hours, I was trying to clarify something that could have been clarified at the outset. In addition, there was no consistency in the means of communication, at least not what one would expect from a high profile service provider. It provided nothing but unnecessary confusion for such a simple inquiry. Of course with exception to the agent's help via telephone call. My hope is that in highlighting the matter, you may take it on board and review it for whatever purposes.
2 The above, coupled with the fact that I was alarmed to learn that I would have to pay a disconnection fee. This, I find totally incomprehensible. Taking into consideration the fact that I did not wish to leave Virgin Media in the first place and that your broadband service was not available for that location. It was not a matter of me being dissatisfied with your services. Why, therefore should I be penalised for something that is totally out of my control?
When I renewed my contract back in September, I could not foresee that I would be moving home in the future. It came about out of necessity. Just like I could not foresee the service would not be available at the new address. The terms of the contract do not allow for such a predicament. In other words, when I agreed to that contract, I did so, because I was happy with the service after one year's subscription. I never perceived that I would leave it, no matter what the circumstances.
I could understand it would be different if It had been a situation whereby I had chosen to leave the service as a dissatisfied customer. Indeed, I would accept, via the terms of the contract, I was liable to pay a disconnection fee. This however is not the case.
Furthermore, I am a single parent who is really struggling to make ends meet under the benefits system at this period of time. The internet connection is a valuable lifeline for me and my child. In that respect, no matter how a little money I receive every month, I have always made it a priority when it comes to paying the essential bills. Thereby a loyal customer. I would also add that even if I was of affluent status, the principle of the matter outlined above would still remain the same.
Now, I find myself in a situation whereby I must move to another home which incurs further costs. Perhaps you can understand, that such a fee on top of that, I would struggle to pay; and simply have not got the funds to do so.
In light of these circumstances and for the reasons aforementioned, I would appeal to you to consider a waiver of the penalty fee.
Trusting you will acknowledge.
I am enclosing a record of yesterday's correspondence for reference.
So the above letter outlined my grievances. I again decided to contact them out of sheer frustration, not wanting to let it go This time, (after waiting 30 minutes for a response and paying for the call) I asked what the options where. This individual advised that when I pay the diconnection fee and hook up with another provider, that provider will cover the cost of the fee as part of their payment plan. Now, I ask all of you out there. Have you ever heard anything the likes of????? He's on the other side of a phone call and he thinks I was born yesterday!!!! Honestly as we say too good to be true. Wish it were that simple!
I then asked if there was any way of airing the complaint since the address I sent the mail off to was the only address I could find (after much deliberation on Google Search). There was no facility on their online system for making a complaint. He further advised me to make the issues known on twitter and facebook. Really, can I trust this?
Really folks, should customer care not be of utmost priority? They are Virgin Media and invincible because of their good reviews for high speeds. Was that not a ploy to get the customers in the initial stages. Why have so many perople mentioned that speeds have been reduced. How can the customer have faith? Like a Lamb to the Slaughter.
I rest my case. Feedback welcome.
Reviewer
Glen George
Location
London
Date
21/11/2020
Comments:
Would give minus stars if I could. Never works. Hours on hold to speak to anyone. Truly awful. Avoid at all costs.
Reviewer
David
Location
North London
Date
21/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Abysmal service and disgusting behaviour. Virginmedia have a clear policy of providing no support to residential accounts and will block your attempts to obtain any help by automatically directing calls corresponding to your account to a recorded voice message giving false information. If you eventually get a chat response, they will just lie to you, saying that it is a planned outage, for your benefit, and will be restored by a certain future time. It never is, of course. If you use Virginmedia broadband, expect much lower average speeds than claimed and the complete loss of service for weeks or even months at a time.
Reviewer
Venkat
Location
UK
Date
18/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
stay miles away, their pricing is very dicey. for some customers it is low, for existing loyal customers it is high... and they charge exit fee quite randomly.
Reviewer
tony
Location
Reading
Date
18/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Without a doubt, the most unreliable service and worse customer service.
After signing up to a 12-month contract in April 2018, they are now claiming that I agreed to a new contract during the course of a technical support call, after siting that I was paying £60/month for a service that was not being delivered.
They are now attempting to charge an additional exit fee for a contract that was never agreed, without reading out my terms and conditions.
6 months, getting download speeds between 5-15mgbs, on an m200 package, is quite disgraceful.
Reviewer
Aji chandy
Location
London
Date
17/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service. Yesterday I call them for moving my house. They accepted it and fixed the new contract from 28 th of this month for my new house. From today morning there is no Internet connection. When I logged in they said the contract ended. I call them twice, kept on hold for over 1 hours and cut off. As an nhs staff, we expect at least a minimum standard from our provider. This is terribly frustrating...
Reviewer
Lawrence
Location
London
Date
17/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
I normally don't leave reviews but feel compelled to do so due to the entirely horrific experience I am currently having with Virgin Media. Having been a customer for a number of years I have become accustomed to the terrible customer service and hours on hold but this time has broken the proverbial camels back. I have been lied to, coerced, fobbed off and treated with contempt. There are no words to describe how I feel, "violated" is as close as I can get. Avoid at all costs.
Reviewer
Oscar
Location
Surrey
Date
13/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I don't usually leave reviews but the service provided by Virgin Media has been terrible from start to finish.
I have no idea what I did in a past life to deserve this level of punishment, Micheal really outdid himself when he designed this torture scene in the good place.. Working from home means you rely on a wifi provider and right now I'd rather live off universal credit.
We first opened our account in Nov 2019, the wrong start date was set internally leaving us without a router for over a week, we then received our router & TV package; with the wrong cables for the set up we have in the house. We waited over an hour to speak to their support service (pre-covid) to be told that the correct cables are definitely in the box & they couldn't help, in the end I had to use livechat to send a photo for someone to finally confirm it was the wrong wiring.
The Television box itself is very slow and becomes unresponsive often. Speaking with the team at virgin they say to "empty your downloads" - We had no downloads - and then they would check there is no faults, according the virgin there never was a fault so they wouldn't help.
When our wifi occasionally started to drop out we where told very similar things "there's no fault" "It must be your device" etc, well funny that 8 different devices can throw up the exact same issue.
Upon our contract coming to the end of the first year we got offered a renewal price of over £60 for a service we paid under £30 for! I called and asked for their best price and they said £58 was the absolute best. I got the exact same package at talktalk for £25 so called back to cancel and all of a sudden they offered us the exact same package for £28. If that was offered at first then MAYBE I would have considered it but having spent hours waiting on hold to be told an entire bunch of different rubbish by virgin media I decided enough was enough.
After cancelling Virgin I was still stuck with them for 30 days, during this period my wifi speed dropped from 100mbps down to between 10 and 20 mbps.
I'm glad I'm no longer with this money hungry service.
- Over 1 hour wait times outside of covid-19
- Almost 2 hour wait time inside of covid-19
- Webchat for support is incredibly glitchy, you get refreshed out, the wait time displays as 1 second even though you'll wait over an hour.
- Service is slowed after cancelling
- Random additional charges of £1 - £5 added to your bills with no explanation.
- Try at every cost to con you into paying above the odds
- Online portal doesn't work for half the pages, you cannot look at prices, update details etc.
Honestly terrible company.
Reviewer
Ramesh
Location
Wembley
Date
12/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Joined Virgin Media for the first time and they are great for internet speed but the customer service and fault support service is extremely poor.
Everytime i have tried to call the support line i have had to wait for over an 1 hour. Even if you managed to get hold of someone the phone would get disconnected and have to call in again and wait for another hour. It just nightmare to get support from them
Reviewer
NADS
Location
catford
Date
11/11/2020
Ratings
Speed
5.00 stars
Comments:
if you want to be ill , develop stress, and mental issues then pls join virgin media .
this is the worst experience ive ever had in my entire life. there is simply no customer service training , it seems like staff can simply do what they want and make up errors as they go along. missed 2 important deadlines and the compensation offered is around £1 pound something a day.
it's usual to be hanging for an hour then get a not bothered member of staff listen and then transfer you then phone goes dead . please DO NOT join Virgin . you have been warned . i am thinking of taking my complaints further
Reviewer
James
Location
Essex
Date
11/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Useless. Cut off my broadband ‘by mistake’ when I renewed my contract with them. Sent a complaint letter 3 months ago and not heard back. Now they have cut off my account again due to ‘late payment’ but I’ve been paying by direct debit for 3 years! Unbelievably bad service.
Reviewer
Keith
Location
Merseyside
Date
08/11/2020
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have, until now, been quite happy with my Virgin Media Phone & Internet package.
I pay circa £59/month for phone and internet...... and have recently been informed that my internet speed has been increased to 100 Mb/s at no extra cost.
I logged into my account and requested an increase in internet speed from 100 to 200 Mb/s at extra cost of £6.01/month...... I received an email from Virgin Media asking me to call a number "as some of the information required was missing". I called the number ; BIG MISTAKE !
What followed was 30 minutes of high pressure sales during which ;
1. The phone connection went down three times, and I was called back.
2. I could barely understand what the caller was saying.
3. The caller asked for the first, third and fifth character in my password ..... I thought only I was supposed to know my password.... obvious security implications for my account.
4. I was coerced into 350 Mb/s internet, which I can't afford, and which has a contract length of 18months versus 1 month for 200Mb/s.
5. I was coerced into opening a Virgin Mobile account, which I don't want, and which included the caller asking me for an account password, security implications AGAIN.
6. When I was asked for bank details, which Virgin Media already have, as I pay by direct debit, I "smelled a rat". I told the caller I wanted my account reverting back to the way it was after which the caller still insisted I carry on with the process. I told the caller I was going to hang up the phone now, and my account should be reverted back to normal, and I hung up.
7. Less than 1 minute later, the caller rang again and before they could say anything, I told them that our dealings were finished and I wanted my account reverting back to the way it was, and hung up.
The initial email I was sent asking me to call them was misleading, and dishonest ; it used the excuse of needing information to subject me to a sales call ; had they said, honestly, that it was a sales call, I wouldn't have bothered.
So here I ; still haven't got 200Mb/s internet, wasted 30 minutes of my life trying to understand a phone caller, and Virgin Media don't want to communicate with me about my email to them...... I'm still waiting for a communication from them, a week later.
I'll leave you to make up your own mind.
Reviewer
Jessica Williams
Location
Sheffield
Date
06/11/2020
Comments:
Absolutely discusted in the customer services that's if you can even call it that absolutel rip offs I'll be telling everyone how bad they are only good thing about is was the engineer been totally ripped off for internet iv never used and then passed around the phone idiot to idiot who's sat on there arse all day putting ppl on hold no notes on my account nothing absolute worthless how is this company still running I'm going to do everything possible to complain where is the customer services I feel to go there to actually get this balance wiped off my name absolute jokes!!!!!!!!!!!!!!!!!
Reviewer
Simplesyco
Location
Colchester
Date
06/11/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Apparently we get up to 200 mbps, however, we rarely get above 100. Recently had an outage and when it came back online I did a speed test on VM site & I got 81.8 down 13.4 up. Later that day I was texted to say that "... it was all fixed" so I did another speed test and got 62.2 down and 7.6 up. Go figure. Whenever there is a problem God help you. Lets just say that if I could rate Customer Service No Stars, I would.
Reviewer
Mr Stills
Location
London
Date
04/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you are thinking of using Virgin Media - trust me, you will live to regret it. They hiked our internet prices up to an extortionate amount - just cancel the contract I hear you say! The problem is you can't cancel the contract. Firstly, they inform you of the price after the termination date has passed, so you've already been scammed into paying for at least one month. Secondly, Virgin Customer Service is beyond disgusting, they make it impossible to contact them. You can't email them, and trying to speak to someone on the phone will cost you over £20 in charges - and they will not do what you said anyway. We have spent 3 months, and over £50 on calls telling them to cancel our service but each month they take nearly £50 from our account. Ofcom needs to close these scamsters now!
Reviewer
olivia
Location
peckham
Date
03/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
If i could give minus points for customer service i would. Kept me on hold for over an hour and then put me back on hold. Wish there was other high speed provider in my area so i wasn't stuck with the awfulness that in virgin.
Reviewer
Slawek
Location
Bristol
Date
01/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I did paid every month over 50 pounds for more then 7 years without any problem. When I move out I should get refund of 43 pounds. It was over one year ago and till today never got any penny. Just thieves. I called them many times and each time they promis me to send the check in two weeks time, never got it, I did wrote official letter, they did not responded. They are just proper THIEVES!!!
Reviewer
S S
Location
Wales
Date
30/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've had poor service since switching to Virgin. Supposed to be getting at least 100mbs+ on the M200 Fiber package. Average speeds are around 40mbps. Customer service is atrocious. Took 25mins to get passed through to technical who then listened to my issue, said they would investigate and then left me on hold for over half hour. Called back and logged a complaint, was promised a manager callback withing 2-3hrs. No call ever came.
Reviewer
DaniU
Location
London
Date
29/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
It’s fine when it’s working but the minute there is a problem Customer Service is practically NON EXISTENT . Spending hours on the line to just be transferred from one department to another. VERY FRUSTRATING . Virgin charges charges top market prices- they are One of the more expensive into provider in the market and they should be giving much better customer service. I will definitely change provider as soon as My contract is finished
Reviewer
N B
Location
Berkhamsted
Date
28/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
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.
Reviewer
LL
Location
UK
Date
27/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disconnected my broadband by mistake a month before the schedule disconnection (how does someone even make this mistake!) Tried to get it reconnected but an error on their part meant I was phoning them everyday for 2 hours and being told continuously to wait 48h. Well, I waited 6 days wfh with no wifi and still wasn't solved!! In a moment of desperation I switched to BT, and had great Wifi the next day (highly recommend BT). Virgin also has not refunded me for the extra month I was charged where I didn't have Wifi, and my time they wasted. Would have given 0 stars if I could.
Reviewer
Aby abraham
Location
Feltham london
Date
26/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
My. Husband call account section on 15th Oct around 12. 30 pm and ask to cancel the broadband service. The lady said that it is cancelled. On 26th October I came to know virgin media took myy £44 from bank account. I rang them at around 7.0 pm on 26th october and unfortunately I have to speak to clara(lady refuse to give full name) told me there is no record of my husbands phone call on 15th.i give the evidence as date time and contact number, then she said we didn't ask to cancel. I ask her to double check the call record or I can send the recorded voice clip, then she said how does she believe me. I ask to pass to her manager, and she said there is no manager around. I ask her to give customer complaint number or details and she told me that I can get it from Google. I tried to make her understand my feelings and told her that we are both frontline staff and don't want to waste our time and need to speak to manager, she again refused and told me she can mention in comments that we were not happy.. TERRIBLE...
Reviewer
Robert
Location
Bristol
Date
26/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Originally quoted a 2-day lead time for an engineer visit. A few hours after the purchase I received an email saying that the visit had been pushed back by a month! I then spent several painful hours on the phone in the queue trying to cancel the contract. I'm currently working from home so living without Internet access for 1 month isn't really viable.
Based on my experience I would not recommend Virgin to my worst enemy, stay away!
Reviewer
John Beshir
Location
Edinburgh
Date
26/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Refused to process a cancellation at the end of my minimum contract period, given over 30 days notice, despite their obligation to do so.
When I phoned them about 40 days prior to the end of the period to say I wanted to cancel at the end of it, they wouldn't schedule it and tried to charge me an early disconnection fee.
Reviewer
Bridget
Location
Swansea
Date
26/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Underhand practices and unhelpful customer service. Avoid at all cost.
Reviewer
Alaattin
Location
EN8
Date
23/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
VirginMedia has been providing a lousy internet service for the last month. I call nobody on the phone. automatic messages always tell me to reset. redirects to the website for technical support, but it does not work. I bought 200mb of internet. I upgraded the package, but terrible service. It is a shame that such a large company provides such a lousy service. I was going to change the internet company. They told me to give me another chance and upgrade the package. I wish I hadn't given another chance. My whole job is internet and I earn my money on the internet. they have victimized me a lot. You don't deserve even 1 penny !!!
Reviewer
Cezar-Alexandru
Location
London
Date
22/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst internet 've ever had. Its extremely extremely unstable. The speed is only good if you test a connection between your router and their server, otherwise its horrible. I strongly recommend to go for another broadband company as this always works badly.
Reviewer
Simon
Location
Cambridge
Date
22/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
My broadband keeps dropping out, normally once or twice a day and it is impossible to talk to anyone about it. I have made several attempts to contact them by phone but it has never been answered and the online service get answered but never deals with the issue and just stops
Reviewer
Artur
Location
Strood
Date
22/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin is trying to charge me £273 for unused , not activated broadband which was cancelled within 14 days calling off period. It is nearly not possible to speak to customer service. Currently I'm waiting 3 hour on online chat to get an answer from Nidhi. Dear friend, in case you read this , can you hurry up please !
Reviewer
TLC
Location
Dundee
Date
20/10/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Unbelievable worst experience to contact support.
It's been more than 2 weeks I'm losing my time every day to contact the support to get access to the account created with mistakes by support 2month ago.
Everyday I have to explain the same situation again to a support that randomly respond withing 10 hours. And every day the closing time make my enquiry deleted without any final solution!
So basically, there is no problem for them to get my money, but no solution to have access to my account.
Reviewer
British consumer
Location
Brighton
Date
19/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Unbelievable worst experience, took over existing internet account in June 2020, VM tried to invoice higher monthly charge, even tho we had proof of the agreed lower charge, VM refused to discuss, return our calls, continuously broke promises to investigate our concerns, ignored our written complain letters, even CISAS, the official watchdog upheld our complain in full by instructing VM to comply with the agreed lower monthly charge, issue an apology, remove all unwarranted charges VM tried to impose (late payment fee, reconnection fee etc) with 100% compensation awarded! It's October now, yet VM still stubbornly refused to comply, and is still trying to bully us into submission knowing we all need internet to work from home, and out internet is still disconnected whilst we have to incur high costs, tethering our mobile phone for internet connection.
It's a real shame VM is a British company.
We've never experienced such an unprofessional business operation.
Reviewer
Joe
Location
Preston
Date
19/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Since being with virgin for nearly 2 years now it has been nothing but problems. Please do yourself a favour and don't bother with this company what-so-ever. You have any problems? You'll be redirected to someone in India to try and fix it (but never does). My ping in games goes over 800 making literally any game suddenly go unplayable and dropping any facetime calls you might have. I've tried multiple times to contact virgin about my problems and literally nothing is ever done about it. Over the 2 years of being with them I must have experienced at least 10 times that the internet has gone down for longer than a day.
Reviewer
Hannah
Location
Cardiff
Date
19/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Can't believe such a big company can offer such awful customer service and make so many mistakes with the bill.
Firstly I was offered free activation as a student and instead of having the hub installed for me, I was left to set it up myself, later to discover my house had been disconnected from the network and required professional installation. When the guy finally came to install it a few days later I was then charged the activation fee I was promised would be free. After multiple calls to the overrun call line and a very rude response, I was refunded the money.
Secondly, I requested the M350 broadband and checked my contract to see I was being charged for the M500. after more issues contacting Virgin I finally got through and had my contract changed to the M350. However I am now being charged £56 where it should be £39 (I'm not even sure where this number came from?). I once again contacted and was told my contract would change on the 21st September to the correct amount. 21st September comes along and my contract hasn't changed so I have to contact virgin once again to avoid being overcharged by £17. This time my contract is changed to the correct amount however I am charged a £8.44 change fee which was not once mentioned to me and is not fair considering my contract was incorrect in the first place at a fault of Virgin. I have spent hours contacting Virgin and each time a new issue has arised. After asking for compensation for my stress I was refused and I have no patience left to contact them again and ask for the £8.44 refunded.
Oh and to top it off... the wifi has been so slow that most of my housemates have had to use their mobile data to save them waiting 10 minutes for a webpage to load.
Reviewer
Deniss
Location
Norwich
Date
17/10/2020
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Helen was very helpful, had to wait a bit for a phone call but service is great
Reviewer
Ivan
Location
Peterborough
Date
17/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have 1year contract with VM M350 only 1month left to get rid of this horrible exp. With them... and never more Virgin Media.i have speed from 0.32mbps to max 35mbps that is around 300/350 mpbs that i should have. Plus drop off each day.. i contact them 100of times and last think left is to wait to end my contract and share my bad exp with this scam VM
Reviewer
Mason
Location
Date
16/10/2020
Comments:
There good at damaging people houses and when you go to make a complaint and claim there tell you we will have this look in to and pay for all the damaged to be fixed but tgat a lie as there never call you back there just lie and say the same everytime you call them just wait another week you will get a call when it comes to that week no call I do not trust them or go with them
Reviewer
Gabriele
Location
Glasgow
Date
15/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i have joined Virgin media 3 days ago.
When joining I have called the customer support and asked them about the current offers.
I have explained them that I did not use the phone line but they advised me that the best offer was the 350mb + 4G sim card + phone line with free calls on the weekend. So I went for it even though I did not even have the phone at home because she advised me to do so.
So as soon as the router arrived I have tried to connect and did the speed test. The speed was extremely lower than the one I had payed for. Speed was 140mb out of the 350mb I had payed for.
So I started looking at all the packages and noticed that actually there was a package with no phone line and it was 500mb + 4G sim card.
So i have called them after 3 days that my contract started and asked them to change my package which was 48 pounds for the new one that was 46 pounds with no phone line and faster internet.
They told me that I would not get the new customer offer anymore because I was not a new customer anymore.
This is ridiculous since this was the bad knowledge of the virgin media employee. Will now cancel the contract with them straight away! Never Virgin! Not reliable, not honest!
Reviewer
Joynson
Location
Featherstone
Date
14/10/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Speeds of 3.6 on fiber promised 100 !
What a useless system
Box freezes on occasion turn it all off and on agin to restart,
Reviewer
Kerry
Location
Burgess Hill
Date
14/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Switched to Virgin package once available as needing reliable & fast broadband for WFH with at least 2 others wanting to play ps4 games online while I work. Broadband, TV & Phone all went down yesterday. Reported the problem, booked engineer for today. Got text advising they now discovered a problem in the area & they’ve put the engineer visit “on hold”. Fix ETA changed with no notification (registered phone for notifications). No service all night. This morning service checker says there’s no problem but I still have no services. Report that, book an engineer visit - 1st available is now 2 days away. Contact on chat to say I’m not happy they “held” the visit which clearly means cancelled. Chat contact takes ages then tells me there’s a fault in my area - no, service checker says the fault is fixed - oh, well now it shows a fault. ETA 12 today. Transfers me to Tech chat - still waiting for someone to pick that up. Will email compensation details - nothing received. ETA changed to 6pm, no notification. Still no broadband, TV or phone. Thank God I kept my mobile on vodafone & can tether. As a new customer I have about 16 more months before I can leave Virgin.
Reviewer
Loz
Location
East London
Date
13/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly avoid. Was with TalkTalk who I thought I hated until I came to Virgin Media, and realised TalkTalk's slow internet was better than the more expensive and far slower internet of Virgin Media (I'm talking promised speeds of 100Mbps, and actual speed of 7Mbps) then spending hours on the phone being shuttled from one team to another, being told I'll need to pay a break fee, or I'll have to keep calling technicians to come out to try repair otherwise I can't exit contract. With an average of like 50 mins of hold each call, they make it the hardest possible thing to cancel. Very. Over. It.
Reviewer
Kelvin
Location
Gerrards Cross
Date
13/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have battled with Virgin Media for two years, five visits to my property and still no resolution despite paying £98 per month. Customer service is appalling, people in their call centre do not care and no one listens as I have told them what the problem is. Avoid using at all costs!
Reviewer
MUHAMMAD ZUBAIR MASOOD
Location
LONDON
Date
13/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Guys, Just dont bother with them. You won't get anywhere. It's like talking to a wall. They're rude, Money hungry and never will sort out the problem. No internet in peak hours at all.
Reviewer
spencer smith
Location
Airdrie
Date
11/10/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
h.j.connelly
Location
essex
Date
10/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
unmitigated disaster .tried phone calls. tried chat.tried writing.tried e mails.a complete and utter waste of time i can only assume they can't be bothered .virgin have no problem making contact with my direct debit each month to take out the monthly payments .howver if you have a billing query then i feel very sorry for you as my experience is unprintable.to make contact with a representative of virgin i would think it would be easier to speak to some on the moon .please ignore my one star rating i would have preferred to leave it blank .i would not recommend virgin to my worst enemy .
Reviewer
Alex
Location
London
Date
10/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Would have given them 0 stars but unfortunately not possible.
With their horrendous service and terrible customer experience, Virgin Media are taking a new approach to not letting customers cancel their contract - not answering the phone!
Avoid, avoid, avoid!
Reviewer
Jelena
Location
Bradford
Date
09/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
we are outraged, every evening there is no Internet since 9 o'clock, the speed does not match, for what we pay, I really don't like it, we will never order Virgin again
Reviewer
lkelly
Location
United Kingdom
Date
08/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Do not join Virgin Media! Their customer service is absolutely terrible. Been trying to get through to them for months now to change the account holder. They are very hard to get through to in the first place, and when they cannot solve my problem they just hang up, both on the online chat and on the phone. I am now being charged for not paying fees however I cannot pay the fees until they sort the problems with my account. I also cannot leave due to extortionate cancellation fees.
Reviewer
Toby
Location
Manchester
Date
08/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I have not got the coverage of wifi in my house. The automated app to check coverage and order a booster does not work so I contacted 'customer services' who told me I needed an engineer to sort that out. The engineer that attended to fit a new router(different problem that was sorted) told me he knew nothing about that and I needed to contact 'customer services'... There is absolutely no way of talking to a person who is able to help. The message help service is totally useless. I have now spent...wasted 5 days trying to sort this out. I spent 2 hours just to get through ID check only to be passed on to someone who can help...next day...7.00a.m. messaged to ask if I still need help. Yes u did, delayed responding later by 10 minutes and got bounced off that operator...Next day, same again. Next day was in a conversation and again bounced off and each time sent back to the AI. It is soooo difficult not to get abusive about this and not swear. But this company should not be allowed to use the words 'service' or 'intellegence' its operators when you eventually contact one rarely seem to assist with anything but the most basic query. I do need help for my suddenly developed high blood pressure, stress and depression...
Reviewer
Gerald Pitts
Location
Irthlingborough
Date
07/10/2020
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
After 20 plus years as a customer at 4 different addresses I had to leave Virgin as they could not supply my current address. They are now complaining that I owe them money are hounding me for payment. They forgot to close my account they forgot I sent back the set top box and other equipment. They forgot that I never made a late payment in all the years I was with them. They do not give a flying fart about customer service. I urge anybody who is thinking if giving them a chance DON'T they will treat you like dirt if your so much as 20 minutes late with a payment.
Reviewer
Lisa Shung
Location
London
Date
07/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Has been with virgin for years, which was ok before we switch to a new broadband contract from April, 20. The speed was no where close to the package offered 100mb as claimed and drop off a few times a day.. As we are a small family and managed to coped with it. However, since the beginning of the beginning of August, 2020, we hardly have any service which were constantly dropped off, up to ten times an hour and extremely low speed, couldn’t watch a video clip without waiting for uploading from time to time. Our online meetings and lessons were completely messed up. The whole situation got to unbearable and even worse from the end of Sep, the broadband service is completely lost, we are relying on our limited mobile datas. During the 2 and half months, I tried to call them nearly a hundred times but only got one out of t3n gone through after between 30-90 mins waiting......I have done the self test numerous times, online fixes numerous times, it always going in the circle ⭕️ to aske you to do the same test again and again, stated it’s intermittent problems. Its actually not true since the beginning of the Sep, which was like disconnected every few minutes automatically throughout a day.. We couldn’t even open up a website for 5 mins..... then completely dead two weeks ago. They carry on taking Booked 6 engineers appointments and 4 turned up and problems have not sorted. Made complaints three times and promised call me back in 24 hours, 48 hours, 72 hours but never happened. I told him that it’s virgin’s fault to force us to leave as we cannot do online study and work without the broadband service. Virgin has charged me for the services haven’t provided. I ask for the refund of the two months payments August and Sep, they didn’t agree, so I have no choice but choose to leave virgin as we cannot just wait in vain god knows how long it will take to get it back to work. After two hand half month waiting and forth nd back with the inaccessible customer service, I have lost the faith in them. Managed called in today to ask to cancel the service, the guy threaten me with £144 earlier leaving fee. They cannot just carry on business like this! Stay away from virgin!
Reviewer
Ed Carnell
Location
Edinburgh
Date
06/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Abysmal customer service. It has taken me over 10 hours of phone calls to get our service switched between houses. They disconnected our service 2 days early, which prevented us working from home. I complained and received a goodwill gesture of £20! That's £2/ph of time spent on the phone, and doesn't include lost revenue!
Reviewer
Todd
Location
Newbury
Date
06/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After a year with Virgin I can tell you: DO NOT!
* The router provided has very weak WiFi signal
* Even using a cable connection to the router, the speeds are APPALLING! I bought into 100Mbps and my download is somewhere around 30Mb and sometimes in the single digits...
* Reaching these guys is impossible. No email or chat, so you have to hang high and dry on the phone for hours
* The final touch: when I called today to ask not to renew my contract (6-Oct-2020, 10:06): She started blaming my house, the websites I access... I am an engineer of 20 years now but the person from Billing knows better!
Then she offered me a discount - I told her it's actually a negative that they didn't give me their best price until I threatened to leave. She offered a further 5 quid discount :D :D :D I wouldn't take it for free at this point!
Reviewer
W burley
Location
Liverpool
Date
05/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had the misfortune to be a virgin customer for many years and spent thousands of pounds on there products, however due to ill health and family bereavements I never used any for months and tried unsuccessfully to downgrade and when I did they made me sign a new agreement which under surest through stress I did but they where still trying to fleece me so when my mum died I tried to cancel and the fee they are asking for is nearly a years money I feel depressed over this virgin are crooks plain and simple and I am going to spend months letting the whole world know
Reviewer
kames
Location
Birmingham
Date
04/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
never again
Reviewer
James
Location
London
Date
30/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Useless customer service. I called and agreed on a new deal for my broadband but then when called again to confirm it was made incredibly difficult for me to confirm because they seemed to think that the deal I had been offered was too cheap and I had been offered it wrongly. However rather than simply telling me I couldn't have the deal anymore, I was led to believe that the extra discount had to be a special type that wouldn't appear in the automated email correspondence. This caused me to be locked in to a deal far more expensive than I had originally agreed to. Now it is up for debate as to whether I should have believed their rubbish about a special managers discount, however the very fact that they attempted to mislead a customer in order to lock them in to a more expensive deal is utterly outrageous. As soon as my bad value deal with Virgin has ended I shall be leaving and taking my business elsewhere.
Reviewer
Laur
Location
LIVERPOOL
Date
30/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Virginmedia broadband client for 3 years
I am their client for 3 years, the first year with a contract and the next 2 years without. This year Virginmedia broadband decided to convince me to re-enter the 18-month contract. They made me an offer, I accepted, after I was contacted that the offer that was accepted by me is not correct but they will continue to respect it, after 3 months they do not respect the offer and I am forced to take them to court. When you go to chat with them or you call them on phone you have to wait between 1 - 2 hours if you are a client, if you want to join them they gonna respond in 1 minute but after you join them we gone see you here complaining with us :)
Reviewer
Sean
Location
Oxford
Date
28/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Every couple of days it drops out for anywhere between 5 minutes and several hours. Close to impossible to speak to someone (have given up twice after hanging on for 40 minutes). Web help is useful for such intermittent issues
Reviewer
Bram
Location
Edinburgh
Date
28/09/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Extremely rude customer services: after waiting for more than an hour to talk to someone they hung up on my when I asked to talk to their supervisor. The next day I phoned again and they hang up on my when I ask about compensation. Internet is broken in the street and they say the first available date possible to fix it is in a week and a half time.
Reviewer
Peter
Location
Blackpool
Date
27/09/2020
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just had 100m fitted and its total crap.The worst thing though is customer service, some else commented that they're morons but they're far from it.Its a carefully worked plan to send you round in circles.lve ripped mine out
Reviewer
Mike P
Location
Holborn - London
Date
27/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Do not go near these people with a barge pole, completely inept at there jobs. Left hanging on the telephone for hours, repeatedly asked for the same information. Not interested in you as a customer.
Reviewer
Flynn Mckenzie
Location
Gateshead
Date
26/09/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I’m not one to usually write reviews I don’t think I ever have to be honest, however my experience within two weeks of being with this company have been appalling. I’ve been charged over 100 pound for a bill that’s only meant to be £33.99 and they have told us its going to be 180 pound to leave contract even though we asked to leave on the 14 th day of our cool down period. It’s a right mess on. I wouldn’t recommend them at all.
Reviewer
Bishop
Location
Date
26/09/2020
Comments:
For last two weeks I'm loosing internet connection every 2-3h, I don't know what is going on, but last time Virgin is rubbish.
Reviewer
Jake Lee
Location
London
Date
26/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Worst unnnprofessional uncaring setup, avoid
Flatmate made redundant dye to cv19, had to return to Hungary, contacted VM regarding transfer of account over to me, was advised same package at same price £26 per month can be transferred over except must pay £20 fee and start new 12 month period.
Agreed so emailed VM my completed transfer form plus proofs, luckily in email, I stated I'm taking over this account base on agreed discussion that it's for same package and price.
VM replied email confirmed transfer, two weeks later sent invoice for £49 per month.
This started 2 months of hell, VM cannot find my account, wrong acvoun number, cannot set up website account, long queue waits phone calls, rude unfriendly Indian call centre, few calls cut off whenever we wanted to complain or assured complain noted, escalated and manager will call back but no one does ...
After two months of no customer service help to mitigate our concerns, VM starts to threaten non payment of their unwarranted invoice at £49 I stead of agreed £26 per month. VM started adding late payment fees, threats of credit reference affected, court summons etc
We wrote to complain formally, VM replied assuring case escalated, someone will call to discuss, no phone call
We filed complain with CISAS, VM replied, claimed they called, but no answer, not true as no missed calls, VM request we text them, we did, several times, no replies
Then VM terminated our service, leaving us without phone or broadband in middle of CV19 pandemic unable for both of us to work from home!
CISAS accepted our complain, gave VM 10 days to reply, VM did not even bothered to reply to CISAS until 11th day, a day after dateline, VM submitted their printouts of their system notes of my account where all important facts like my original email stating I'm applying for account transfer on same package and price per month, we're missing, instead VM's notes states; no record!
VM subjected us to 3 months of hell, hoping their could bully us into paying their unwarranted demand, not realising we would stand firm against such malicious thieving corporates.
We persevered, at extreme stress and cost having to tether our phone connection at higher mobile internet cost which are at best unreliable, prone to drop outs etc, but we would not allow VM to think they can bulky us.
Never again, after this contract expires, will we EVER transact any VM services again ...
Avoid or be at your own peril
Reviewer
Nja2801
Location
London
Date
25/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
the Customer service is despicable. You’ll spend days (at one point I was calling every couple of days for a month) talking to IT support as my connection kept dropping - each team member will come up with a completely different explanation of the problem to the next. They are clueless which is both frustrating and disheartening. Being with VM I paid a premium price for mediocre broadband and the worst customer service you can imagine. They would desperately try and keep you at the end of your contract and even try and scare you into believing you’ll never have fast internet again without them (which is a complete myth).
I’ve switched to Vodafone and couldn’t be happier. Never again.
Reviewer
Amanda
Location
Brockley, London
Date
24/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
As a couple who are dependent on the internet for online work, meetings and providing therapy session via video - whilst the speed is good, the reliability is not. The dropouts that happen at least 3 times a day on both of our laptops, and during client sessions is incredibly frustrating.
When trying to cancel our broadband, was advised it would only be cancelled without a fee if we could prove it happens on 3 consecutive days for a certain period of time.
We've just had to deal with the brunt of it, but will not be recommending or using Virgin Broadband in the future because of this experience.
Reviewer
Richard P
Location
London
Date
22/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful.
I've been having broadband and phone issues for quite some time, admittedly its intermittent. It might be fine for a month, then down for a week, then working again for a week, then down for a day. Phoned VirginMedia customer support numerous times, I've had a new router, been told its a area outage although nothing appears on the website. Eventually they sent an engineer who took about 10 minutes to discover there is a problem with the line running from the cabinet in the street to the house and it needs to be replaced, an engineer was booked and I didn't mind having to wait the 3 weeks.
Day of the appointment arrives, no-one turns up. Service starts working again and I assume everything is fine.
Then I get a text message confirming an engineer booking, I call Virgin to check whats going on and apparently someone did come but didn't want to bother me, the person they told to make sure I was in and asked to confirm if I had any COVID-19 sysmptoms, as they were only working outside. Anyway turns out they couldn't replace the cable so another team were sent, I don't know if this lot turned up but no-one let me know if they were here. They also couldn't replace the cable so a third team were sent, this one definitely did arrive because they knocked on the door and spoke to us. They replaced the cable and I was then getting full speed internet again... only they broke the phone service.
Once again I had to call VirginMedia who didn't answer the phone, so I booked an engineer online, they came out and couldn't fix the issue, instead they had to send another engineer to port my phone over so, after about 10 days with no phone, it is now connected to my SuperHub3 (which is not super at all, it may be the worst router I have ever used... and I've been a customer since the NTL days so I've had plenty of useless VirginMedia kit).
In between all of this I have phoned and made complaints, they don't really care. First I asked for the automatic compensation, but apparently because the service was intermittent, you see sometimes my 362Mb service managed to achieve a 0.1Mb upload speed, so it wasn't completely broken. OK well what about the phone line that they broke, apparently the computer says NO, its an automatic thing and Ofcom a actually makes the decision, not VirginMedia and Ofcom says that them breaking it doesn't qualify as actually being broken. Absolute Rubbish!
I'm not concerned with compensation, all I want is not to have to pay for a service that wasn't getting, I don't think that's unreasonable, but they won't offer me more that £20 after the 3 months of terrible service, lots of engineer visits and taking £150 in bills. They also won't let me out of my contract, I'd rather go and get 67Mb broadband from a company that don't lie than continue to let this bunch profit from me.
Anyway don't use VirginMedia!
Reviewer
Gman
Location
Wimbledon
Date
22/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible service. I have the mega pack and the internet speed sucks. Please avoid Virginmedia broadband at any cost unless you are foolish.
Reviewer
James Penn
Location
London
Date
22/09/2020
Comments:
Unbelievably bad customer service. They disconnected me by mistake and I've been back and forth with calls to try to get re-connected for the last 5 days. Each time I call I wait for more than 30 minutes and then whomever I speak to in customer services usually has no information about what is happening with my account, or passes me to another department at which point I'm usually cut off. How can they get away with treating customers like this.
Reviewer
Ammar
Location
Birmingham
Date
20/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Sean
Location
Hemel Hempstead
Date
18/09/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Speed when you have it is good
Price increases over time and never offer a good deal to lonstandung customers until you leave.
Reviewer
Jeremy Taylor
Location
Cambs
Date
17/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Just the worst company I've ever dealt with. Before I joined I heard that their customer service was bad, but I decided it couldn't be THAT bad. It really, really is. On top of that, given I have the 'ultra-fast' fibre, it doesn't half buffer a lot when trying to do something as simple as watch iplayer. It regularly drops out too.
Reviewer
Bartek
Location
Finchley Central, London
Date
17/09/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Broadband deal looks great on paper. 200mbps for around £35 is a great deal! If only it was 200mbps, and not 2mbps 30% of the time.
Customer service is absolutely appaling, it takes an hour to get in touch with someone, and they have absolutely no idea what to do or how to troubleshoot this. Questions such as 'have you tried moving closer to the router?' when I am connected with a Cat6 cable (which was stated multiple times before). I ended up buying my own router and using the VM one as a modem only, which made no difference to the bandwidth reliability.
Reviewer
simon
Location
London
Date
16/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Easily the worst service out of any broadband provider. I've spent SIXTEEN days on their online chat trying to renew my package and secure a discount. I've been 'transferred' about 12 times, they are all completely ******* useless. Never in my life have I had to deal with a bigger bunch of hapless morons.
Reviewer
Grahaem Brown
Location
London
Date
15/09/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Drops many times a day . Sometimes needs router restarted. Much worse than BT Broadband. Long wait to speak to anyone
Reviewer
M Sha
Location
Middlesex
Date
15/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No stars , Waste of Time, Zero customer service and no complaint team exist, last 3-4 months keep registering complaints and no reply, Virgin Media your managers are cowards, they never call back to face issues neither your complaint team.
My complaint numbers are as below
1) COM104060965 - Registered 24/06/2020
2) COM104116908 - Registered 29/06/2020
3) COM104132727 - Registered 08/07/2020
4) COM104222314 - Registered 01/09/2020
Not a single call back, Only word i have for your service is rubbish. And your Wifi is slower than 2G. Refund my all money.
Reviewer
Justyna
Location
Wrexham
Date
14/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am very unpleased. New customers don't pay much, but the internet is very weak. Then when your contract ends, you find out you have to pay £ 90. I called a month before the end of the contract that I don't want to continue. They said okay, I even got a confirmation email. Now I look at my bank account and see that £ 94 has been taken from me. I go to my virgin account and see that the contract has been extended because I did not let them know that I do not want to continue. Now I have a problem because probably I will not get my money back. I do not recommend!
Reviewer
Penny French
Location
Nottingham
Date
14/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We received our virgin media package 7 days ago which included the hub 3. Once plugged in and setup the internet just never turned on. I've tried everything, restarts, manual resets, searching the forums, running diagnostics, asking Virgin for help. None of them work as Virgin seem to put money first and customers second. I have been trying to contact virgin for days now and it seems impossible to speak to an actual person that isnt a bot putting you in a continuous loop. The phones just say "we will send you a link via text message to book a technician" Ive tried close to 10 times and each time i never recieve a text. The service is just appaling, we booked a slot for our router to get delived and that even got postponed by a week and then this happens, so all in all its been 2 weeks and we have no wifi.
Reviewer
Rob Wilson
Location
Grimsby
Date
10/09/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Broadband speed is a con for the price they charge, but the real problem comes when you have a problem. I went round in circles for months when they disconnected me during upgrades to their system. They gave me no discount as they said sometimes it came back on in the middle of the night for 2 mins so that counts as service. Eventually I went to Sky which I really did not want to do, turns out the service is better, they put it in within a few days and now Netflix doesn't buffer anymore. So happy to finally quit Virgin after years of being a good customer.
Reviewer
Juan
Location
Croydon
Date
09/09/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I was given less speed than I was offered and I paid more than I should have not for a couple of months. I complained and I was offered an apology but no a refund of the months I overpaid. I think I was scammed.
Reviewer
Stuart
Location
Bristol
Date
02/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Virgin media, what can you say? The used to be a credible company when it was virgin mobile, now they are truely awful, yea the broadband isnt too bad.. but its expensive as hell. worth it? I wouldnt say so. If you have an issue, which you will... youll have to be ignored, hung up on... and just pushed round in circles. Don't bother. If you want awful customer service...dont pay a premium for it. The tv service is slow, expensive and out dated.
Reviewer
Charlie
Location
Winchester
Date
02/09/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Took 6 weeks to install. Originally was given a date after 4 weeks but then the day before get a text saying its been moved forward 2 weeks without an explanation. Now i have nowhere to work and do my online exams.
Reviewer
Ram
Location
Surrey
Date
01/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Run Run Run away from pathetic service provider, don't look back
Needed new installation, run away from this pathetic service provider.
This company, their support staff(online, phone) are bunch of jokers, doesnt have basic sense, they dont keep your appointment and make you spend hours with and quitely disconnect.
My experience:
Ordered new installation on July 10th, were supposed to install on 4th Aug, there was no update till I contacted on 5th Aug to asking why not installed, after waiting on the phone hours, they gave 31st aug as day of installation and thought they will not miss second time and had canceled my existing contract. 4pm on the day of installation no update, I couldnt believe it was such bad service provider it is, spent hours on online chat to tell me I should contact installation team, spend 4 hours with 5 different people from morning, these bunch of ethics less jokers keep you on hold and disconnect silently after 1+ hrs.. left with no internet.. moving to new provider...
If I had option to rate negative, I would....
Look for some other provider even they don't provide same speed as Virgin, its not worth an hassle with these a**ho**s
Reviewer
Loughlk
Location
Birmingham
Date
01/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So much for Virgin Media supporting NHS workers cancelled with them in June now sending threatening letters to pay for a phone line I don't have anymore. Worked right through Covid now off I'll with stress. Maybe should contact Piers Morgan he supports us key workers and he might get it sorted as I can't
Reviewer
Sandra
Location
south london
Date
01/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Bad service over the year of the contract, broadband interrupted constantly - which obviously was annoying working as an NHS worker from home.
They are unprofessional and behave like 5-year old children - I complaint several times and the only answer to my complaints was that they called me back but could not reach me - which was NOT true as I had not received any call.
Due to MULTIPLE problems when I cancelled my services with them, I asked to speak to a manager and I was told that "they would call me back". Did not happen. I called them back several times asking to speak to that "manager", who finally called me and hung up so quickly that I could not even answer the phone!!! I called them back and am still waiting for the call of the manager... (for more than 1 month!!)
The customer service is too ridiculous!!!
As I cancelled my account they said that I had to send back my box or they would charge me 100 pounds. I explained that I was self-isolating and could not go to a collection point and I was answered:
"just drop the box, you will not have to go wait in the queue or talk to anyone there"
Reviewer
Justinas Kazanavicius
Location
Leeds
Date
01/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Getting 1.55Mbps instead of 200Mbps that I am paying for. Connection is very unreliable, constantly keeps dropping out. Also it is impossible to contact their customer support in any way...
Reviewer
Anh Ngo
Location
Glasgow
Date
31/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Worst customer service ever.
They take million years to support your problem.
Assisting agent is impolite, not supportive, and not helpful at all.
Horrible experience.
I would definitely not recommend using their service for anyone.
Reviewer
Steve H
Location
S Derbys
Date
31/08/2020
Ratings
Satisfaction
5.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
It's a commodity. It should work well 7 fast 100% of the time to be adequate.
Good customer service, clear billing, easy website, etc are potential differentiators and this is their failure.
Customer service is v v bad.
After a power surge that killed the router, it took me 1hr 20mins of hanging on the line waiting to be answered before I could get through to someone who could send me a new one. Will switch as soon as my contract expires.
Reviewer
Quaam Bankole
Location
Manchester 0161 manny on d map
Date
31/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've had my wifi since April and my sons and I can not use the wifi for our rooms my boys have been complaining since the day they installed it that they can not play their games without "lagging out" i switched from sky to virgin and i have so far regretted my decision.
Reviewer
Cousin Jack
Location
Bath
Date
30/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Probably the worst company in the U.K. Their broadband is good and fast but that is where it ends. Their customer service is absolutely appalling and they don’t care. You wait for ages to get through and when you do you have a job to understand what is said and you invariably get nowhere. Their pricing is smoke and mirrors and in order to get a better price you have to negotiate or threaten to leave. They tie you in with so called discounts and bonuses and stick you with price increases every few months. If you have a feasible alternative don’t go near them.
Reviewer
Stephen
Location
Edinburgh
Date
28/08/2020
Comments:
I am writing this review while I sit on hold for the 36th minute with virgin media. The problem I'm facing is one caused by virgin media. Our bill is issued on the 14th with our direct debit being taken on the 4th. Theyve now suspended our services because our current bill hasn't been paid yet. I am angered by this dreadful negligence and oversight by a company that boasts to have such good relations with its customers.
This is unacceptable and will be looking at other companies to go with. I suggest you do the same.
Reviewer
Mary
Location
Bradford
Date
28/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Actually the worst company ever. I would never EVER go with virgin again. First of all I was put on the wrong package and had to pay a lot more than what I agreed to and was stick in the contract until the end of the 12 months even though it was there fault! I have been unable to contact them through the pandemic period. They are unhelpful and absolutely useless. There website is awful you can't even access anything. Seriously avoid this company I am surprised they are still running. Will definitely be going back to sky.there internet constantly stops and starts.
Reviewer
Lana alhafez
Location
London “ twickenham”
Date
27/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst service ever!!!!
Reviewer
Jack
Location
Cheshire
Date
26/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I have been with many ISPs over the years and Virgin have been by far the absolute worst.
All customer service is outsourced to India apart from one department, customer retention. The only time you get to speak with someone you actually understand is when they're hounding you to stay with their god-awful company.
Virgin's prices are awful and have jumped at the chance to profit off people's situations during the pandemic with ridiculous late fees and refusal to help their own customers.
Given how terrible they are you'd expect them to go out of buisness, but that's where the nail in the coffin really comes in. If you've been with Virgin for over 12 months which is the length they get you to go into a contract with them for, BT disconnect you as you're not using their services anymore, meaning if you wanted to go with ANYONE ELSE other than Virgin, you'll be paying £50-£150 to do so, which is how and why Virgin can get away with such awful service. They rely on fresh meat that don't know how bad they are to fund their scummy practices and make it expensive and difficult to leave them when you find out.
Hundreds of pounds later I'm back with Plusnet and I couldn't be happier to be away from Virgin, they are to be avoided at all costs.
Reviewer
Jane
Location
West Midlands
Date
26/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrendous in every way possible!
After being kept waiting on the phone for 28 minutes and explaining the constant issues with the broadband service dropping out at least 5 times a day everyday, I was told there was an intermitten issue which was low priority. Passed to other departments where the calls were cut off multiple times. After reporting the issues to different departments daily,I was told ther were no issues reported to do with my account and called a liar.
Absolutley scandalous the way that you are spoken to on the phone, any issues you have are low priority, passed around from pillar to post and no one is willing to listen.
Customer service is none existant, constant nuisance calls on the phone line and when we finally had enough and wanted to disconnect they asked for £160 disconnection fee plus 2 months worth of bill.
Virgin Media is the worst company I have dealt with please feel free to join their service if you want service provided by clowns and extortionists. Would rate them into minus figures if possible, they are a service you really want to avoid.
Reviewer
Martin
Location
Leeds
Date
25/08/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Poor customer service, spend hours trying to get through then passed around to people who have no idea what they're talking about. Cancelled contract but still been charged, one person says phone line still active on phone for another 3 hours only for someone else to say broad band was still active, even though they phoned and offered me a better deal, before the contract was ended. Received emails to give feed back on leaving, now have to wait another 30 days...even more expense for a service I no longer use. I WOULD NOT RECOMMEND VIRGIN IN ANY FORM TO ANYONE. The most unhelpful and useless company I ever used.
Reviewer
Frances
Location
Peterborough
Date
25/08/2020
Ratings
Satisfaction
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Compared with BT, the speed and reliability of the broadband is good, the bad things are the prices going up and up, great difficulty in getting through to anyone by any means, phone, message, all are terrible. People who eventually answer are reading from a script so cant get anywhere. They got my name wrong from the start. They keep cutting the service off since I started working remotely and calls have risen sharply. Clearly just moneygrabbing, couldnt care less about anything else.
Reviewer
Jenna Lindberg
Location
Stoke Newington
Date
25/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT PURCHASE INTERNET WITH VIRGIN!!!!!!
They are a bunch on money thieving scammers and have 0 customer service.
Got our internet in December and paid for our first month, tried to log into our online account and it says our account doesn’t exist. Second bill comes out of my direct debit so no contract sent to us, no bill, no online contract. I called and spoke to 4 different advisors over a 2 hour period they told me the same deal that we hace access to our account blah blah blah. They finally checked the email and they had put a totally different persons emails in my login which is why I wasn’t receiving anything. This had now been “fixed”, third month no email, no bill, no contract and still could not get into my account. Meanwhile the internet was appauling! It was running at less than half the speed it should have, would not reach the top floor (was promised it would) and drops out if more than 3 people are on it. Tried calling again was on the phone for an hour, was told they can’t send anyone out to test it until I verify my online account. Is this the same account that I’ve called twice about? And have tried chasing for the last 2 months?
Reviewer
Tilak Bhattarai
Location
Dartford
Date
24/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I did call them many times regarding my slow speed issues, they asked me to reset the router and I did so but having the same problem.
they said they can't improve my speed even I am supposed to have 100mbps and now having between 2mbps to 20mbps the speed is up and down all the time. I also did request with them to send an engineer at home when convenient and fix the issue but they refused to do so saying they can not see their device fault. Then I told them I am not happy with the service and request to cancel my contract but they said I have to pay early termination charge. I am suffering from the last five months with this issue and facing mental torcher. Thank you.
Reviewer
Pete Tong
Location
London
Date
24/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Absolutely bloody awful since July, they obviously have a massive problem and they do not seem to be able to do anything about it. Have been with this provider for 20 years since they were cable london then blueyonder. If I was not in a contract I would be getting out as soon as possible. Once this contract expires will be looking at alternatives, reliable alternatives. Their customer service is bloody awful, actually got dropped into a call by the indian callcenter with their english counterparts where she was telling her colleague no point explaining the problem to me as 'I wouldnt understand'. Incredible.
Reviewer
Deepen Shah
Location
Harrow
Date
24/08/2020
Comments:
I had VM fitted in April 2020. Sinçe May 2020 till todate 24th Aug 2020 I had problems with broadband. It seems that Virgin Media are falling down in their services. Also they cannot provide the engineer to come and check the issue. Kids are at home wanting to watch their favourite programs, which they cannot. We cannot work from home. I feel Virgin may be facing financial problems. I would not suggest anyone to go with VM.
Reviewer
Jean
Location
BRIGHTON
Date
24/08/2020
Comments:
I have lived in my house for 18months now and I have never had over 70mb speed and it always crashes. And I'm paying for 500mb
Reviewer
Simon
Location
Manchester
Date
23/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media are fraudsters, AVOID!
Virgin Media fraudulently signed me up to a new contract without my permission and then tried bullying me into accepting the new contract by making it virtually impossible to cancel.
They also threatened me with legal action if I didn't pay what they said I owed. I eventually managed to have the contract cancelled after hours on the phone.
This is disgusting behavior and I wouldn't recommend anyone use Virgin Media. They used to be such such a great company.
Reviewer
isabelle
Location
harrigay
Date
22/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would definately NOT recommend anyone to sign up to Virgin Internet. Internet does not work at all. Every time there is rain (and it rains a lot in London), internet is down and takes ages for the problem to be fixed, customer service is aweful and waiting times to speak to someone is on average 40 minutes. If you want reliable service or to pay for something that you can usually use AVOID Virgin Internet by all means.
Reviewer
David
Location
MANCHESTER
Date
21/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible Customer Care!!
Called on July 16th and agreed a new package instead of leaving.
Received a mobile sim as part of and cancelled my contract elsewhere and ported number over. Didnt receive my new hub so called again to double check - yeah all fine should arrive soon.
Still no hub so called again - Sorry Mr Gavin we cant give you the deal we agreed!
Not only that but they put my normal bill up from £53.99 up to £89.39 with a new activation fee and package change admin fee!
Asked for a call from complaints multiple times - apparently they sent me a letter 17 days ago that never arrive and nobody has even bothered to call me.
I've called them at least 8 times to chase the situation and nobody seems to care.
I was promised a call yesterday within 2 hours - its now been almost 24hrs and no phone call.
Best part is... i know someone on the exact package they say they cant give me. I've been a loyal customer and referrer but this has ruined the brand for me.
What a nightmare, i think i would get better customer service from Sky, NowTV, BT etc... Virgin you should be ashamed. DIRECT DEBIT CANCELLED!
If you cant even bother calling your customers who are unhappy, lets see how quickly you call for your payment!
Reviewer
John Robinson
Location
Gatley, Cheshire
Date
20/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Until July of this year, Virgin Media broadband was a reliable service.
However, there was a period throughout most of July in which there were regular outages, not only for us, but also generally in the local area. We have discussed this extensively on Facebook.
When I managed to speak by telephone to someone at VM, I was told that they had identified a fault locally on 7 July which would involve intermittent (meaning there would be no financial compensation!) losses of signal until 24 July. This sounds like quite a fault if it would take 17 days to address. Apparently, others locally have spoken to VM by telephone and have received various possible explanations of the losses, indicating that the customer service people don't have a clue of what exactly is going on!
A loss of service occurred again on 3 August, then again on 16, 17, 18 August. It seems that there is now likely to be a regular series of such 'intermittent' faults.
The same thing has happened twice already today.
I have now written to VM Complaints in Sunderland three times, the first on 24 July. None of my letters have been replied to!
Not only is this a disturbingly regular loss of internet service from VM, especially when I rely on the service for external security camera recordings, telephone and Fire Stick TV reception, as well as general computer access to the internet, but their customer service is absolutely appalling.
As VM are failing to respond to my written requests for information, I may be obliged to contact OFCOM for further advice.
VM seem concerned more about boasting of their high speeds (100 Mbs here, but 50 Mbs would suit me), yet failing to supply a reliable service.
Finally, I look forward to the possibility that a different company may eventually offer a competing fibre service in this area, as I would certainly move to that company. In fact, I'm sure they would make a killing around here.
Reviewer
James
Location
Sheffield
Date
20/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
An absolute joke of a company. As new customers we were exploited by the companies incompetence. Our installation was pushed back by 4 weeks, 1 week after 2 weeks of waiting, then a further 3 before we cancelled. After asking numerous times about the issue, we were given the vague reply of 'technical difficulty' and it took speaking to 5 different members of staff before we got an answer. They continued to pass us onto other members of staff in the hope we would give up and not cancel. The texting service is also very unreliable and the staff are extremely unhelpful. I have 0 intentions of ever getting a service from Virgin Media now and will discourage friends and family from choosing them over literally anybody else in the future.
Reviewer
Jake
Location
London
Date
19/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Absolutely abysmal experience! Do not use!
We needed to transfer account from flatmate who's leaving, we called VM and was assured same package with same cost at £26 per month can be transferred over to me, except must start another 12 months contract and pay transfer fee of £20, which we accept and invoked the transfer. When we received VM email confirming transfer complete with new account number, we logged on website to set up online account and ddm, but VM website says A/c number wrong, and requested Area reference which isn't stated anywhere!
We called, wait in queue for 25mins, answered, told new account number not coincide with my name, cannot proceed, refused to help further!
Then received email from VM with my first invoice for £52 per month, not £29! Called, waited 43mins, told it's new monthly total, previous monthly total £26 cannot be transferred, we explained that we were told same package at same price can be transferred by VM, but VM customer service will not budge.
On opening the first invoice, I found my correct 9 digit account number and area reference, so I tried to register an online account, but this time, VM's website says, an account has already been set up for my NEW account, and it was in the name of our previous flatmate, even though he was on a totally different account number! So I still cannot open on online account!
Luckily when I emailed my application to apply for transfer, I was concerned that we only had a verbal assurance from VM regarding retaining the £26 monthly bundle cost, so I had mentioned in my email that I'm applying for this transfer based on the assurance that its the same package at the same price.
We called again to try and lodge a formal complaint, waited 30mins, call automatically dropped. Called back, waited another 45mins, answered, and as soon as I stated we wanted to make a formal complaint, the call was dropped!
As advised by local council consumer services officer, we've sent in a formal written complaint, as we've given up ringing their customer service, and cannot use their website form as it requires an online account which VM's system is unable to allow me to register.
Entire experience have been stressful, but more bewildered as to how a supposedly professional company like Virgin Media could have such an unprofessional infantile customer service, and after persistently refusing to reply and broken promises, VM alleges we're late in paying our bills, so now imposing late charges etc and has terminated our service, thus rendering us in serious position of not able to work from home! In desperation, we called VM, waited over 50 minutes in queue, spoke to "customer service" who sounded very emphatic, says will take ownership of our complaint, truly understand our case is urgent, will escalate and Manager will get back to us within two hours"
That's two days ago, still no reply whatsoever!
Have filed complaint with CISAS, the official ofcom regulator, but as this process is going to take weeks, guess VM is using this tactic scam knowing most desperate users, especially those working from home in this CV19 period, would cave in and pay up!
How our current system allows such inconsiderate corporates to take advantage of our national plight is beyond me, we will definately not be using this company again and would strongly NOT recommend Virgin Media, shame it's another British sham ...
Reviewer
Chelsea
Location
London
Date
19/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've had an incredibly bad start with Virgin. I called weeks in advance to set up the wifi in my new place to avoid being here working from home without wifi. I received a weirdly garbled text from Virgin late on a Saturday night that my Monday installation was being moved back nearly three additional weeks later. I got repeat messages -- one a day after the original installation date and then the same message two days after -- telling me that the external work had been completed. However, when I called to try to move my installation date earlier, they could only move it 1.5 days earlier. The customer service agent sounded like a robot just repeating, "I'm sorry but we have no availabilities sooner" even when that wasn't a response to what I was actually saying (I heard them the first time). It feels very clear to me that they don't care that it takes them SIX weeks to set up wifi, which is an utterly absurd amount of time. If there are not enough availabilities for engineers to set up wifi for customers within six weeks, they clearly need to hire more engineers because right now they are providing apalling customer service.
Reviewer
David
Location
Worst Customer Experience I can remember
Date
18/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The worst customer experience I can recall in a very long time. Unfortunately for me, it's still not over.
For weeks now I have been trying multiple times a day every day to cancel my rolling/flexible contract. I’ve been trying their two registered live chat options through their website for several hours every day: one for complaints and one for moving home. I’ve not had a response on either. These efforts have burned hours out of my days waiting and chasing for any kind of response.
I’ve called their registered phone number and its automated message tells me I have to use the aforementioned live chat forums.
I’ve even messaged them on Twitter, Facebook and Instagram; all without a response.
A horrible experience and hours lost for what should have been an easy task.
Their Virgin Media customer service department is either massively incompetent or deliberately making leaving them hard. Both may be true.
Reviewer
Oliver Cattley
Location
Leeds
Date
18/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ABSOLUTELY ABYSMAL
Virgin had our money for over 4 years for 200MB internet charged at £56 a month.
The low speeds, the drop outs, the hold music, the engineer visits - time and time again.
LIED to us on every possible occasion!!!. Told us theyd found the fault and "fixed it"... changed the router and "fixed it"...etc etc. Ive just found out that our line isnt capable of 200MB.. (max 60MB)
Forcing the connection I assume is whats been causing the drop out.
But the worst is yet to come - I rang to cancel last Thu and they said theyd ring me back. They didnt. SO I rang again the next day and told them the same. They told me my last day of service will be 11th of next month.
Today - A NEW CONTRACT FOR 18 MONTHS arrived in my email inbox. Completely unsolicited.
BEWARE!!!!! - It took me 2hr and 40 mins at the premium rate number to speak to someone to cancel it.
I will never trust them with another penny of my money and am going to seek to have some of mine reimbursed.
Reviewer
Faisal Ahmed
Location
Surrey
Date
18/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
This company is a pile of S***. AVOID. Do not deal with. I signed up for 12 months no issues and broadband was good. Getting out of this was another matter. I have been with another provider for 3 months, and my services were cancelled at the start of June. I am being chased for payments since then even though acknowledged over the phone there have been errors, no one calls me back to resolve, I have to call back every couple of weeks (wasting 2 hours plus each time) when I get chased on debts with threats of debt recovery companies. I will avoid this company for the life of me and will advise everyone I know to do the same. Not worth the headache. Wouldnt wish bad for anyone but this is one company that deserves to go under. Complete utter rubbish. Avoid if you know whats good for you.
Reviewer
L(redacted)
Location
Leeds area
Date
17/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
This company is a massive Con
Massive comunication issues. if you want any issue sorted expect to waste upwards of 2 hours on phone either queveing or being on hold. Everything is so micromanaged that its just chaotic. READ TERMS AND CONDITIONS this is the kindo f company that puts questionable things in their T&C's to get away with what is considered illegal by The Consumer Right Act 2015
Reviewer
Jo Wallis
Location
Leeds
Date
16/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Overpriced broadband for a service that is down at least once a week.
Customer service doesn’t exist!
I’m paying £70 a month for a 350mb speed and max I get is 40mb!
Reviewer
PeterM
Location
Thames Ditton
Date
14/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Dishonest in several ways. When they hiked my price last year I decided to leave then they gave me a deal to keep me. On 28th July I got an email saying basically no price increases until December as they were helping our with Corona virus. Then my bill came in and its gone up by £20 per month.
couldnt phine so used their chat. in essence they said the email didnt include the incentive , and re reading it , it was very sneakily and ambiguously written . They are offering new customer an even lower price. Then the agent said al other providers are increasing their prices . That is just not true .
This is not my first experience of dishonesty from Virgin media . Only stayed with them to avaoid the hassle of getting BT line in for conventional broadband.
The service to resolve this is very slow and time consuming and then no resolution. I shall be moving. Avoid this company if you want to be treated with loyalty and honesty. One other issue was that techincal issues took a long time to fix. 2 weeks in one case .
Reviewer
Xiao
Location
Southampton
Date
11/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Really bad customer service. Never reach an agent in half an hour via online chat or phone call. Very complex to leaving virgin. Be careful when you think of joining virgin.
Reviewer
Lemy Jacob
Location
Knebworth
Date
11/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute shambles! 3rd year in row of trying to get to Virgin Broadband. They lure you with good sounding deals and then the installation process begins...!! I was told I would get my broadband on 8th Aug. Just like many other customers, i get a no show and no updates about cancellation whatsoever. I then get in touch with their maze like customer service to get in touch with the right team. And I'm told, it may take 6-8 weeks to get my connection setup.
a. When they take my house number and postcode they should have a better system in place to understand if they've already laid a cable or not
b. When they send a pre-installation team to check for cables, ask them to automate a message to the customer about any delays like in my case
c. Most customers would be looking for an option like this when they are the end of a contract with another provider. 6-8 weeks lead time never helps the cause!
I'm now having to pay a non-contract fee to my current provider as my current provider contract has run out - all because I was promised installation on a certain date and was left guessing on what's going on with the delays.
Never going to try being their customer again!
Virgin account number: 235306102 / Area code: 24
Reviewer
Fred the Red
Location
Newcastle upon Tyne
Date
08/08/2020
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Virgin Have disappointed and i will be looking for a new provider when the contract ends.It has taken 6 phone calls and an average wait of 40 mins to get through to Customer services. this should have been 1 call to agree a new contract.
All 5 subsequent calls were to correct mistakes! Broadband speed is average with my wife on a newer laptop getting 100MB while my device plods at 20-30MB
Outages on Broadband have increased averaging 2 a week for just short periods over the last 2 months. Virgin say router is working but i think they just do not want to replace it. Have had them do a system check and they say everything is working in local area. to get 5 stars they need to do a lot more for my money.
Reviewer
U Khattak
Location
Reading
Date
07/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The customer service does not listen to me even after making almost 15 phone calls, each time when I get through, they will not listen to the problem but will ask all personal details and passwords etc only to be told that they cannot help me and then they will either place me on hold or say they have to transfer me to another team and leave me on hold for hours. I got so fed-up that I decided to cancel the contract and the same issue continued with every phone call i made with a futile attempt to cancel. It was a terrible terrible experience with a full one working day lost in addition to other days where I lost hours of time trying to contact them.
Reviewer
John
Location
Twickenham
Date
07/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Your Virgin Media company is completely useless!!
Anyone looking for Broadband, definitely go to one of their competitors. Virgin Media do not care about customer service or quality of any service they provide. I am surprised they have not lost their licence already. 6 months, numerous calls and texts and still I don't have a recognised account with this useless company.
Do yourself a favour and go to another company
Reviewer
John
Location
Atherstone
Date
06/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Shockingly bad - loses connectioon several times a day and surprise surprise there is never an issue in the area. Had the hub swaped out but this dropping of service has gone on for months. Sent in a complaint via their website and not even the decency to acknowledge it.
Reviewer
PreSlav
Location
London
Date
05/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Finally leaving Virgin Media today after years of misery and agony. Might be the happiest day of my life. I wish all the worst things for your company and everything that you stand for disgusts me truly. You didn't care when I was trying to downgrade my package or get a better deal during the virus outbreak, now when I'm quitting you are calling me every day to ask me to stay, well f*** you and f*** you in the a**. :) Bye now
Reviewer
Serena Teer
Location
Milton Keynes
Date
04/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Absolute rubbish I can't understand how it takes four attempts to send us the router and still failed and still have no router - and hours and hours spent on the phone being transferred from dept to dept with no resolution - I wouldn't buy a lollipop from them let alone broadband service - they are rubbish and customer service is disgusting
Reviewer
Rob
Location
Scunthorpe
Date
03/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unbelievable, how Virgin media can be so inefficient & still remain in business staggers me.I have left Virgin nearly a month ago. They asked for the kit back via email within 12 hours of leaving. The prepaid packaging from Virgin arrived I boxed it up & took it to the collect+ collection point weeks ago. Now Virgin are texting me threatening to charge me for the kit, when they already have it!!!! What on earth is going on at Virgin media. Who is running it?
Reviewer
Dimon Rizhskij
Location
London ,Woolwich
Date
02/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service to rude and try tricking you. Cancellation is not possible as you call to people who don't listen you at all.Cost unbelievable for the same speed as other providers do.End of my contract will move to other provider.Virgin is worst company in UK.
Reviewer
Jack
Location
Enfield - London
Date
01/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shame I couldn’t rate 0!
Virgin but be one of the worse companies especially for customer service I have ever seen.
I would never recommend anyone to get anything from Virgin in fact I’d run the other way and even pay more just not to use them!
I was meant to be a new customers with my broadband being installed today but the engineer turned up with attitude from the start especially once he found out the broadband wasn’t being setup in the room outside he was.
He proceeded to enter my house with no mask on even though by law he is required to wear one like all of your engineers.
He was extremely rude and saying he was wasting his time and looking at his watch.
He rufused to even go up to see where the cable needed to go into as the hole was already there.
He refused to give his name or show his ID which is required of a field engineer.
He was ignoring questions and not replying back before walking off to his phone and leaving with doing no work and almost trapping my arm in his door while closing it.
He reported “me” for being rude to his area manager who refused to send an engineer to do the job he was incapable of doing even though there are numerous witnesses and some of it’s recorded on a phone.
So on top of the engineers rudeness, complete ignorance for H&S and incompetence he is always a liar!
The support teams on the phone were just as helpful (NOT) being bounced around over and over and once finally getting through to compliance they take my postcode wrong and transfer me to sales without reconfirming it!
Engineer & company have been reported to health services and will be reported to Enfield council on Monday.
Utterly shocking which has now left me unable to work with no broadband which leaves me out of pocket!
Reviewer
Logan
Location
Cambridge
Date
01/08/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
In terms of reliability and speed, it knocks or out of the park. However, when it comes to customer service and price, it is abhorrent. Where I live, you only have 1 option due to other companies having the correct equipment/accessibility. Therefore, I am forced to choose Virgin media. It has never been an issue until today where I was notified my 1 year contact was about to end. All I need Virgin Media for is broadband/WiFi, yet the price was going to shoot up to 55 pounds a month. I am in the Uk for only another 10 months. When I asked if it was possible to do a 10 month contract, I was told no and that it was either 55 pounds a month or the 18 month... when all I use it for is WiFI/Broadband. I was forced to do a 18 month contract but will only be here for 10 of those 18 months. Therefore, I am going to have to pay a hefty cancellation fee for the remaining months I didn’t use. The fact you can’t do your own timed contract or a year long contract is ridiculously stupid and will never recommend Virgin Media to another individual.
Reviewer
Fotis Kounelis
Location
London
Date
31/07/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
One of the worst experiences I ever had with a broadband company. Their services are really bad. I have the same issue for months (not good connectivity and too many disconnections), a technician has come but nothing happened. I have called so many times the technical team but they don't do anything to solve the problem. Now there is an outage for 10 days and every morning since day 1, they give a new estimated fix date for the end of the current day... Stay away from them! I am waiting for my contract to end so I can leave because they have a huge amount of exit fees!! (Probably that's why they don't fix the issues, so that you leave earlier and pay the penalty fee). Do something good for your for yourselves and don't get involved with them!
Reviewer
Greta
Location
Date
31/07/2020
Comments:
AVOID !!!!First of all Disgusting…
AVOID !!!!First of all Disgusting custumer service!! Poor connection!!! Unhelpful!!!
Before my contract finished I phoned them to cancel it, the manager it self convinced me to stay with virgin media for another year promising better speed (which it doesn't connect 10 steps from where the broadband is set) plus instead of paying the same 24 pounds I had to agree with 32 per month as apparently there is no further discount.
However, the service is the same if not worst ! Have called them 5 times spending over an hour each call, and seems to get no where . Twice been promised that someone gonna call me in 3-5 days. From the last call I made its been a month and haven't received any calls from virgin! Today received a letter signed by Kaushik Nagendran (Googled his name , man with this name is based in shrilanka- really?) saying that they tried to contact me but there was no luck! They are not just thief's but a liars too!!!!! They don't care at all about solving the issue, they only want to charge as much as they can and because people don't wanna pay over 100 pounds yo cancel the contract they know that we have no other option just ti stick with the till the end of the contract! On my 2nd call to virgin spoke with such an unpleasant man who was working from home, he was so unprofessional, telling me " I know what you want, you want your money back, but because you not gonna get it you getting upset" First of all I didn't ask for the money, I asked to leave a contract free of charge! He continued to be as rude and insulting as he could be!! Shame don't remember his name!
They offering me wired connection (lan/Ethernet) where possible, and get a boosters from virgin with extra 3 or so pounds a month!
Its a joke! I WOULDN'T RECOMMEND VIRGIN MEDIA BROADBAND TO ANUONE !!! AVOID AVOID AVOID!!!!!!!!
Reviewer
Marcin
Location
Oxford
Date
31/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
The worst customer service in universe!
Reviewer
Matt
Location
Chigwell
Date
30/07/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Be careful if you move house.
When arranging a house move with Virgin Media, you will be forced to use the web chat which is great if someone answers you. Sadly, I had to wait over 5 hours for a response only to be told that Virgin media is not available in my new area.
I was then provided with the joyful fact that my contract must now be cancelled, so I have the pleasure of paying them £240 for the privelage.
It turns out that in the fine print of Virgins contracts, if they are unable to provide you with even a basic level of service then you will be punished financially for it.
Be warned, always read the fine print and never get tied up in a contract with a company that takes part in corrupt practices like this.
On a happy note, they told me I could have 2 months to pay before they sell the debt onto a collection agency.
Amazing customer services as always Virgin, well done!
Reviewer
Nuraika
Location
South Wales
Date
30/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgins network has a built in Design feature which stops you using VPN for working from home, unless you either cough up an additional 5 Quid/month ( & 20 up front) or sign up for a more expensive package.
Also, customer service is a joke. You can wait at least 45 mins.
NOT RECOMMENDED. Avoid if it all possible.
Reviewer
Peter Davies
Location
NOTTINGHAM
Date
29/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Another day another broken service from Virgin media. How can they not offer compensation for interruptions up to 2 hrs every day!?! I have never been so dissatisfied with any utility service in my life
Reviewer
roger
Location
london
Date
29/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a pile of rubbish. Advertising super speeds only to constantly get poor service and intermittent faults. Forget trying to call customer service, they just read a script that tries to bored you to death in the hopes you stop calling. Now am told for the third time that they have an engineer fixing the problem and that others in my area have also complained and yet 2 weeks on and engineer still working on it. lol.
What a was of money and fake advertising. How on earth do they get away with it. So, so, so miss my sky broadband, always reliable and never gives me head aches. Please stay away from this Company they don't care about you. Your a number to them £££.
Reviewer
Faye Martin
Location
London
Date
29/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Like so many people who have written, I would have given 0 stars if I could. I rarely write reviews, but am so livid that I decided to write.
I believe this company deserve to go under. I don’t wish for any of their regular employees to be without jobs, but their Exec or senior managers capable of making and implementing decisions should be made redundant for total and utter lack of common sense and unethical behaviour.
I have spent HOURS trying to sort out ending my broadband/TV/phone contract. Gave them plenty of notice, even said that if I could sign up with them again once I’d moved (moving in with a friend who’s on a contract with BT), I would. Not now. NEVER AGAIN! Just on today’s calls alone, I held for around 45 mins before getting to the moving home team. Spoke to the guy who answered for 15 mins, he told me that the billing team would deal with my complaint, so I asked to be put through to them. Held for another 30 mins only for them to hang up on me. Called back again, finally got through to billing after another 35 mins, and and then got the same answer.
They sent the packaging for returning the kit to my new address 3 weeks early, now I’m being emailed and txt’d saying I’ll incur a penalty charge if I don’t return it. I’m still paying them for the service! Direct debit of £54 comes out on 13 August, I move out on 10 August and was originally told the final bill would be just over £3. So do they generate a final invoice for this amount? They certainly don’t. They say they will still take the direct debit of £54 and then send a cheque for the credit (yes, you read it right - a cheque!!!). Immediately? No, why stop there. They’ll send it via post after 45 days. What the heck!!! Who uses cheques? And why 45 days you may well ask. Apparently it takes that long to process. Seriously?!
And as if that wasn’t enough to send me over the edge, then the final straw was when I checked whether they had my new address on file to actually send the cheque to. I thought it wouldn’t be safe to assume that as the boxes for the kit had been sent to my new address it would follow that one department might actually communicate with another. Just as well I checked - billing didn’t have this on my account. They do now.
I feel sorry for the man and the woman who I spoke to this morning as they’re just on the other end of the line. I hope that someone senior actually listens to the recorded conversation. Not that they’ll give a flying continental, I’m sure. I had heard that customer service could be bad, but thought that the broadband speed would make up for it. Plus they were very much on the ball getting everything set up, so customer service at that point was good. Please don’t join them just because broadband speed is good. If only I’d read these reviews beforehand, I would have stayed well away.
I don’t expect them to make any change to their systems - the fact that so many people have complained and they’ve not done anything about it makes it clear that they just don’t care. But if this review means that just one person considering signing up, decides not to, then the time I’ve taken to write this will be worth it.
Reviewer
Dorothy
Location
Aldershot
Date
29/07/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
xpatjock
Location
Cardiff
Date
28/07/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
renewed recently after having called them into fix the connection and hub. Got a decent deal or was considering switching.
HOWEVER
1) Customer service is NON-EXISTENT. they use the pandemic as an excuse, but colleagues with other ISPs dont have the same issues. Virgin need an online chat facility but still ahvent got it set up.
2) need it for work but it keeps dropping out all the time so my companies VPN drops out and I cant work. Cant check with Customer services as they never answer and the website tells you their is no problem.
3) despite having a 50Mb connection internet is slow with downloads of websites ( never mind anything else) taking ages. Never seen anything so bad.
Reviewer
Harris
Location
Cardiff
Date
25/07/2020
Comments:
Terrible
Rude staff
Inflated prices And more so the longer you are with them
On hold for hours and then cut off. Couldn’t be less impressed after 15 years!
Reviewer
John
Location
Nuneaton
Date
25/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Do not use virgin media - ever! They are the most inept company when it comes to pricing and customer service. I spent 2 hours on the phone to try to sort san issue and spoke with 4 different people before the line wdnt dead. Useless - do not use!!! You have been warned!
Reviewer
Maya
Location
Baranova
Date
24/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Virgin Media Are nightmare. Just find another internet provider if you do not want to suffer.
here is the reason:
Virgin provide rooted which is some cheap scam. It will not do cover the whole house.
Broadband is not always reliable. There was a time we very 3 weeks without internet.
Customer service:
Try and you will see that once you call Virgin sale team and try to get a new contract you will be connected within a few minutes. If you need to adjust something on your existing contract or you want to cancel you will be waiting on the line for hours. The team is untrained or instructed to not provide you with all relevant information. Staff is not monitored for their performance as they simply hang up on you once they get bored of you requesting help.
You will be provided with misleading information or with any.
Virgin will try openly ,,steal'' ( charge) you with ridiculous unnecessary fees without proper justification of what actually you are paying for.
Extra information for future fulls who are going to try.
If you want to transfer your current account to another person you can. No matter what they will tell you. Just request ,, Transfer of responsibility,,
I know there are no many if any internet provider in Uk who can offer proper customer service or well trained stuff who knows what they doing.
Just do your research before you sign.
Reviewer
Finn
Location
Bristol
Date
24/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Nasty theiving company. DONT USE THEM.
Been with them for 3 years. Every year they would nearly double my contract price with out informing me. I'd have to fight to get them to put it back. Almost impossible to get through to customer service and once you do they are extremely unpleasant (obviously having to tell customers they are stealing their hard earned money). We have had to move house and downgrade after covid so rang up to tell them I'm leaving and got informed they'd charge me £200 for leaving them and had the cheek to offer me £50 back if I recommended them to the next tenants. Unbelievable
Reviewer
mick
Location
berkshire
Date
24/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
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!!!!!!!!!!
Reviewer
Sudhir
Location
Darlington
Date
22/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband supplier in the world.
Will never go with this supplier. worst and dirty
Reviewer
Rowan
Location
Scotland
Date
22/07/2020
Ratings
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Earlier in the month, I attempted to cancel my Virgin media broadband. I had been with them for 6 years, however I am in between homes at the moment and wasn't going to pay for internet I wasn't using. The process of cancelling was awful. I spent an hour on hold and then a further hour on the phone. The woman I spoke to on the phone made me reset some security code I have no recollection of making before she would help me. Once we had done that she tried to sell me several packages, get my parents to switch broadband as I am staying with them temporarily and even suggested I just kept paying them for internet I wasn't using (£40/month!!) until I moved into my new property. Eventually she told me my internet was cancelled and that I did not need to pay a cancellation fee as I had paid the month in advance. I was infact owed £14.51 back- win!
A week or so later, I received emails requesting that I pay them £26.50 and threatening me with further action. I tried phoning to find out why I was being charged this, however the automated response told me that the call centres were closed (I had phoned them last week so that's not true....) and I had to contact them via the website. I sat on the web chat for an hour being ignored before investigating my bill online. Turns out they had charged me a cancellation fee despite what I had been told on the phone.
Exhaused and frustrated, I have paid the fee in the hopes that they leave me alone. I tried to make a complaint on their website, but guess what?! I can't because my account has been closed.
I have been appauled by the customer service from virgin media, I have wasted several hours of my life trying to contact them and been lied to by the people that work in their call centres. I will never use any of ther services again, and I suggest you don't either.
Reviewer
Leon
Location
London
Date
21/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
3 years I have been waiting for a technician to come and fix a bare, doorless environmental enclosure and still nobody has showed up. Spoken with them over email and over the phone on several occasions only to be repeatedly lied to.
Poor connectivity and frequent dropouts which they repeatedly deny. When it came to cancellation, customer service left me waiting for 6 hours.
Use BT instead.
Reviewer
Andy Gilliver
Location
Glasgow
Date
21/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst supplier in the world - poor service - high charges for what is provided - never meets contractual speeds - cannot be contacted - desperately seeking an alternative supplier
Reviewer
Rob
Location
Scunthorpe
Date
20/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have now left Virgin media & are with our new broadband provider. The router was delivered I plugged it in set it up & it works as it should with no problems. The WIFI router also has greatly improved range over the VM router & the broadband is reliable. For the final 30 days no one at Virgin would answer the phones or sort out the problems, yet within 12 hours of leaving VM I received an email requesting the kit back. Good eh?
Reviewer
john
Location
london
Date
17/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
absolute shit
Reviewer
John McCartney
Location
Nuneaton
Date
17/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
NEVER DEAL WITH VIRGIN. INDIAN CALL CENTRE CANNOT UNDERSTAND ENGLISH. IF I COULD GIVE NO STARS, THAT'S WHAT I WOULD GIVE. THEY ARE SO BAD THEY AREN'T EVEN USELESS. BE WARNED, DO NOT USE VIRGIN MEDIA
Reviewer
Fred
Location
London
Date
17/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The customer service is atrocious, if you have an issue you effectively just have to live with it. I called every day for 2 weeks while my internet wasn't working and every one of those days i was promised by a rep that it was a router issue and an engineer was being sent, but then later that day Virgin would send an automatic message saying it was an area fault and automatically cancel the engineer. Each day when i called back they insisted it was an router issue and an engineer will be booked, they refused to listen to what had happened the previous 10+ days of the auto cancellation. I never got my service to work again so had to switch. Separately, billings promised refunds throughout this period multiple times, they never gave and continue to refuse the refunds. I do not recommend.
Reviewer
KB
Location
East England
Date
16/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After multiple calls and complaints about only receiving 10mbps out of a 100mbps package and constant unreliability, I cancelled my contract and opted to move elsewhere. I got a lovely phonecall this evening from a retention specialist who spent 20 minutes berating me, talking over me, patronising me and trying to impose the fear of Covid-19 in my house from allowing another service's engineer to come in!!! So disgusted with the service, the hour long waits to get anyone on the call (if they don't hang up!) and general incompetence of this ISP. But as my retention specialist said, "you won't get anything better!"
Reviewer
Aurore
Location
East-malling
Date
15/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have been with Virgin media for 4 years and experienced a lot of issues with broadband speed over the years. Two months ago, they offered me to Re-negotiated my contract as apparently they increased the reliability of the service In my area and they wanted to give me a preferred rate.
During the call with one of their customer service representative they suggested for me to transfer the contract from my ex-husband name account to my name.
I had been paying for over 2 months under this new contract and they have now decided to change my contract for another price and start charging as a new customer again. They also charged me £20 to do a name change on the account which was never mentioned before.
Both customer service and broadband are terrible - I have decided to switch provider. I strongly advise against Virgin Media.
Reviewer
John McCulloch
Location
Nuneaton
Date
15/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
An awful company. Customer service deserves nil stars, instead of one. I WILL NEVER USE THIS COMPANY AGAIN - WHATEVER THE COST!!!!!!
Reviewer
Terence
Location
Seaforth
Date
15/07/2020
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Had to switch to Virgin Media very recently from Sky as I moved to a new area I found that Sky and even other Broadban Providers could not offer more than 11mb However by going to Virgin Media on their Broadband only package I was able to opt out of home landline as I never use it and went for 100mb Broadband. I must say for the money you get a very good fibre optic speed.
Reviewer
Virgin User
Location
London
Date
14/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
It was terrible experience. Customer service is non-existent. Constantly increasing prices and trying to trick you so that you pay extra (like upgrade and then they charge you for cancellation and give you upgrade for extra cost).
To resolve any issue takes 3-4 calls.
The speed was alright, but quite frequent outages and when the cable is broke in takes a week to fix.
Reviewer
Robert Good
Location
Guildford, Surrey
Date
14/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A complete con.
Reviewer
James
Location
Northampton
Date
13/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Been with Virgin Fibre for 6 years and had no issues until the start of April. My broadband cuts out about 40 times per day and is unusable. Virgin have given me a fault code and initially said that it would be fixed on the 8th June. They then changed this to the 9th July, 19th July and now the 19th August. Will not fully compensate as they say it is not a 'total loss of service'. Thankfully not in contract with them any more so I will be switching. I would honestly go back to dial up internet rather than use these absolute bunch of jokers!
Reviewer
A
Location
MORDEN
Date
12/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Been with VM 15 + years, finally taken decision to move to another provider. VM service has become consistently unreliable, especially over last 12 mths, not getting anywhere near the 100mps i am paying for and consistent drop outs. Since COVID 19 working am loosing packets of audio on video calls making work v fustrating. Moving to Zen fingers crossed for a better experience
Reviewer
Rob
Location
Scunthorpe
Date
11/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We only have a few days now until we leave Virgin Media, the broadband is currently working so I did a speed test. On Virgin media 200 mb high speed fibre broadband the 62ms ping achieved 42.33 mb download & 2.83mb upload speed.I then switched to our EE broadband minibox which works from the 4G network. On the same test with 62ms ping we achieved 44.51mb download & 10.70 mb upload. The Virgin media service should be much faster than the EE minbox , but is actually slower.
Reviewer
Leyla Macaulay
Location
Slough
Date
10/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I hate calling this company I was on the phone for one hour. Last one I talked put me on hold so long and later cut me off without a result. Not good customer service. I have no landline for over a year and it is still not fixed. I have been with Virgin 5 years and supposed to have good internet but it is slow if I have access to YouTube on Tv and mobile to do exercise class.
Reviewer
LJ
Location
Bristol
Date
10/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a customer of Virgin for decades. No problems until I moved at the end of May - had new ( so say) cables installed and have had problems since. customer service is useless they blame the box everytime - but all my boxes are brand new??? have had 3 engineers out - apart from the last one they were useless also- the last one ( DEO) was brilliant - found the problem the cables in the road which had just been put in had the wrong connectors and were all corroded ??????????? This was 5 weeks after installation- he reported this to the network side of virgin media and to hos boss- I also filed a complaint and guess what over two weeks and still waiting for this to be fixed - I am cancelling the direct debit due on the 27th as the service is not fit for purpose would never recommend virgin to anyone ever again. they S**t on there existing customers !!!
Reviewer
Another Dissatisfied Customer
Location
Yorkshire
Date
09/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Fast broadband but they're an ISP that can't even keep their own website running reliably let alone your internet access.
Reviewer
Phil Cooper
Location
Enfield
Date
07/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Broadband download speeds have never been close to those claimed. A Virgin engineer has stood by my router with an instrument demonstrating a speed 10 times faster than I was experiencing with my laptop. He blamed my laptop of course. After years of expensive bills, low speeds and patchy service I have switched to Zen Internet who have so far provided a faultless service with efficiency, care and courtesy, at half the cost. The final straw with Virgin on the Ridiculous has been that, after having taken 5 months to respond to my claim for loss of service for 7 days in February, they have made an offer of £15. Their own terms and conditions say they should pay £8 per day. Do yourself a favour and avoid them.
Reviewer
Andy
Location
London
Date
04/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'm attempted to us virgin media for the second time and it was the wrost thing that i xould have done. They tried charhing me for an over due amount that i was not aware of and that was not rightfully mine. They simply wanted to charge me because that's apparently what they do to a customer. I didn't even get to the point of using their services again because they wanted to charge me. And now they won't cancel my account. I want to make a complaint formally and there is no way of doing it. Their complaints line is over 1hr wait and they never take your call. Thsre is no way of doing the complaint online because it takes to to different linka and is impossible to do it online. I strongly advise anyone looking to start with Virgin Media to NOT do ot! They'll keep your information and keep contacting you. Then when you try to use their services they'll say you have an outstanding amount tjat you need to pay. Scamming customers is disgusting and wrost when their trying to start with this ocmpany. I will be reporting this and taking it further.
I am beyond disgusted at how horrible my experience is with this company.
Reviewer
Lee
Location
Manchester
Date
04/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media are running a scam, please be very wary of them and do not take out their internet.
At the start of my contract they were charging me the wrong amount, claimed they fixed it then continued charging the same wrong amount.
Now I’ve cancelled the broadband with them, but they’re still taking my money. Virgin are running an elaborate scam, how many people are they doing this to who haven’t noticed.
Get away from them while you still can, they’re fraudulent!
Reviewer
Rob
Location
Scunthorpe
Date
04/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It's over 2 weeks now since our broadband problems began with Virgin media, we still have a couple of weeks to run until our 30 days notice expires. The broadband is working intermittently with constant slow connection or complete loss of service. Something has gone seriously wrong at Virgin media as they now seem incapable of repairing their equipment. We broadband works briefly & very slowly, the router loses the white light & all the greens start flashing, you expect this when setting up but not dozens of times every day.
Reviewer
Miss Angela L Phillips
Location
Essex
Date
03/07/2020
Ratings
Satisfaction
1.00 stars
Comments:
I have been with them for a couple of years and at the beginning everything was fine competitively priced until the renewal of contract!,I contacted their customer services several weeks before,as I told them the contract ran out 13 April 2020, but everytime I rang they said there was No alternative deals to be had ! Yet blatantly advertising on t.v. Radio, and on my phone deals as low as £25.00 pcm they flatly refused to make any deal under £41.00 as I did have it on DD but never again !!! they were adamant that, that is what it had to be despite that being for the Basic package and I am a pensioner,The cheeky bastards even tried to take this amount and kept saying that price offered was already reduced from £59.00 They are having a laugh!!! I got Rid of sky for the same reason I wrote to them twice and also tried to contact them on three phone numbers but they all lead to billing even the 0800 number their only interested in demanding high increases every year for existing companies and for the majority of the programmes are freeview anyway so its a right con! I don't have T.V anymore i've just got BB now and cancelled my t.v Licence so to Sum up Crap customer service, Not interested in existing customers! take months to reply! and Phoning is pointless, you can't reply to their emails, I wonder why! Basically wouldn't touch them with a barge pole
Reviewer
Erik Boonprakong
Location
Lambeth, London
Date
02/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't bother with them unless you have more patience than Gandhi himself. Despite the high speeds they offer, you never actually get high speed internet, or even a consistant connection for that matter. Their online 'MyVirgin' account system is an absolute p*ss take too, half the time it says that this part of the site is down for maintenance and then it doesn't become available again for another 2-3 weeks. And when it comes to cancelling, F**K ME it's unneccesarily difficult, there's no feasible way of doing it online, even when you can get on to your 'MyVirgin' account. I had to call them up, go through a long-arse option selection, and then wait forever on hold. Once I finally got through to someone, I was forced to listen to them tell me about alternate packages that I'd be better off upgrading too instead, despite me telling them that I've already been made aware of these offers and have already started with a new ISP.
Reviewer
Antonina
Location
Bromley
Date
02/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Had virgin for a year, was always an issue with the speed. At the end of the contract wanted to cancel it and got the most terrible experience, put on hold for 3 hours and at the end the customer service team didn't think to cancel at all always trying to offer me better deals. I asked who am I talking with and he brutally refused to answer. Avoid.
Reviewer
Bart
Location
Bournemouth
Date
01/07/2020
Comments:
The worst broadband provider I have ever had , so many problems , spending lots of hours on the phone to sort out problems which in the end they are still not sort out.
They taking money from your account with out information you.
If you ever have to change the broadband DONT go with virgin media. They are USELESS.
Reviewer
Ann
Location
London
Date
01/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Absolute worst customer service imaginable. They arbitrarily deactivate your entire account and cutoff your broadband, and you can only reconnect it by calling, but they keep you on hold for 2+ hours and, when they answer, keep transferring you back to the end of the queue and you have to start all over again. They require account numbers and passwords (which they expect you to remember for some reason) at d dry stage, again and again, so you will likely never get through to a person. Because they don’t want you to get through to a person. They’re terrible. I switched to Sky, which is much better.
Reviewer
Beverley
Location
Bromley
Date
01/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin, virgin virgin, you certainly are not, pure and delightful. I have been with virgin about 13 years, but for the last 4 or 5 years have had nothing but untold problems, with broadband....I was going to write more, but my internet keeps freezing and then disappearing completely, need I say more! Sky here I come!!!!
Reviewer
malta
Location
christchurch
Date
30/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
terrible customer service i thought talk talk was bad nothing on virgin we agreed 38 pounds they bill me 43 pounds you try and get anyone to talk too or email waste of time will never use them again not even for free ha ha
Reviewer
Natalia
Location
Preston
Date
29/06/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
The only food thint About VM was the broadband speed. I tried to leave their services a couple of times but surprisingly they managed to find better deal for me. Eventually when I decided to cancel my contract there were lots of issues, starting from security questions regarding my latest bill which I in fact received two hours after my call to Virgin Media. Very difficult to cancel services. Would consider a different provider.
Reviewer
Philip James
Location
Ws4 1dp
Date
27/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
O way to contact customer resolution team do not follow their complaints policy told they cannot provide broadband to the contract but pay £8.50 extra to get it to work better disgusting customer service
Reviewer
Paul Dawson
Location
Lancs
Date
26/06/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
We've been with Virgin for many years.The service has been superb after getting rid of BT.Great speed broadband and reliable home phone. If ever we have had a problem (rarely) the customer service has been superb.Phone them up and you're through to a centre in Scotland and they always know how to sort a problem and are very nice to speak to.
Reviewer
Coran Ford
Location
Crawley West Sussex
Date
25/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would give absolutely no stars for Virgin if I was able! That saying once bitten twice shy is so very true. Virgin are a greedy and corrupt company that do not care about their customers, they are only interested in taking your money. I am no longer with Virgin and it was the very best thing I did when I was free to end my contract with them. I had endless ongoing problems with Virgins broad band and tv service. It was absolutely horrific and so stressful, I have lost count of the endless phone calls to customer service and not being able to get hold of any one, and on several occasions waiting and waiting to be able to get through and when I did only to be told endless excuses and being fobbed off all the time! I’ve had the engineers come round on so many occasions that I had lost count! I told the lady at Virgin that my old VCR had been much more reliable than their poor and disgusting service. Absolutely shocking and my bills mysteriously kept getting higher each month! I was so happy happy the day I got rid of Virgin, they will make all sorts of excuses, offers and empty promises to get you to stay! AVOID, AVOID, AVOID, you will really regret if you do! I’m now with another broad band service and I am very happy, I’ve had no problems and I can always get hold of someone if I need too from customer service. That’s it I’m totally done with Virgin and I will NEVER be going back EVER!
Reviewer
Rob
Location
Scunthorpe
Date
25/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Well done Virgin Media still no broadband or Tivo box working it will be interesting to see if they expect the final bill to be paid when there has been NO SERVICE FOR MONTH PRIOR TO LEAVING. My Mrs. is frontline NHS & worked through the lockdown & needs the internet. We are having to manage with a small box that works from the 4G network. At least it works unlike Virgin Media. It shows how management taking their eye off the ball can lead to a company's rapid demise.
Reviewer
Lewis
Location
Arnold, Nottingham
Date
24/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking broadband supplier. Internet has been poor for months so uploaded to 200m Speed made no difference, can’t even stream a song. Online help is useless just sends you round in circles. Ring customer service & they try to send you round in the same circle as online help. Arranged a home appointment with a technician, first thing he said was we don’t guarantee connection or internet speeds in the house only for what they send to the hub. Was given WiFi boosters to help, no change. Piss poor!
Reviewer
Dan
Location
Bracknell
Date
24/06/2020
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Have been with Virgin for over 10 years, and in general have been very happy with them. Their broadband speeds and reliability are very good. I recently moved to a different property and engineers came out within a day to hook me up, and the engineers are always very polite and competent. Experience on the phone ranges from excellent to awful.
However, the speeds I am now getting are less than half of the advertised speed at the router - I'm not sure if this is the new property of due to increased stain on the network during lockdown. Virgin's prices are very high and they make it very difficult to reduce your bill by removing services. You are also denied the good deals offered to new customers, meaning you are penalised for loyalty.
Because of this they are forcing me to try a different provider, even if this means lower speeds or less reliability.
Reviewer
NG
Location
London
Date
23/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Thanks to Virigin Media, I got a new Broadband contract that cut off my Internet during Homeoffice, costs me £20 more than my previous Virgin contract with the same bandwidth and bills me £113 for account change.
Neither the customer service hotline nor support wanted to help me, so maybe this gets more visibility.
My flatmate moved out in the beginning of the year and I was supposed to take over his Virigin contract which was supposed to end in May 2020. I filled out a form to transfer accounts and have not heard anything for another 2 months.
A bill for £80.86 arrived. Where our previous bills were £29 each. Charges for an account change and a monthly package price of £49.
I tried to create a Virgin Media Online account to get insights on my contract and billing, unfortunately the online account was still registered to my old flatmates email address. I couldn’t request a change of online account owner, nor could I login without the email.
So my 2 problems are:
- I got billed more than I was previously paying
- I did not have any access to my Virgin Account and was not able to create a new one with the account number stated on the invoice
So I gave up and called customer support. The lady asked for the pin – which I never received for this account. Luckily, I could provide her with my personal data, so she could access the account. She explained that the £29 were for the first year only and after some discussion she offered me a package with a lower bandwidth for £36 instead of £49. I agreed.
I also explained to her that I don’t have access to my online account, she said that she would email me including the confirmation of the account changes and the link to get access to my online account.
None of the above happened. Problem 1 and 2 still unsolved.
2 months later, we received another invoice for £80.86, a letter confirming the account changes and stating a discount for the month of May and another invoice for £113.98. And the worst of all, our Internet got cut off. It’s lockdown, we are doing homeoffice and we can’t get our work done without Wifi. I am more than happy to pay my bills, but I am not accepting to be treated like this as a customer.
I called customer service again. This time it took a while until I was even able to speak to someone because the automated voicemail asked me to pay the outstanding bill first. Eventually, I got to speak to someone.
I was asked to provide my account number (got it on the bill), my name (obvious), account pin (I never had it), address (got it) and finally my birthday (got it). Then I was told the information was wrong and she could not discuss the account further with me. She asked for the sort code which is linked to the account as a last resort. Since I never provided any nor had access to my account I could not provide it. She said that there is nothing she can do for me due to security reasons. Why did it work the first time then?
I asked her to escalate it internally, so she created a complaint and told me that her manager will be in touch. That has not happened yet.
I did pay the bill now to be able to work from home, but this is a horrible customer experience. I am going to terminate this contract asap and avoid Virgin Media in the future.
0 Problems solved
I had to pay £113 paid instead of normal £29
I'm stuck with this contract until May 2021
& I still have no access to my Virgin Media Account
Never again.
Reviewer
Jake
Location
Brighton
Date
23/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Absolutely abysmal experience!
We needed to transfer account from flatmate who's leaving, we called VM and was assured same package with same cost at £26 per month can be transferred over to me, except must start another 12 months contract and pay transfer fee of £20, which we accept and invoked the transfer. When we received VM email confirming transfer complete with new account number, we logged on website to set up online account and ddm, but VM website says A/c number wrong, and requested Area reference which isn't stated anywhere!
We called, wait in queue for 25mins, answered, told new account number not coincide with my name, cannot proceed, refused to help further!
Then received email from VM with my first invoice for £52 per month, not £29! Called, waited 43mins, told it's new monthly total, previous monthly total £26 cannot be transferred, we explained that we were told same package at same price can be transferred by VM, but VM customer service will not budge.
On opening the first invoice, I found my correct 9 digit account number and area reference, so I tried to register an online account, but this time, VM's website says, an account has already been set up for my NEW account, and it was in the name of our previous flatmate, even though he was on a totally different account number! So I still cannot open on online account!
Luckily when I emailed my application to apply for transfer, I was concerned that we only had a verbal assurance from VM regarding retaining the £26 monthly bundle cost, so I had mentioned in my email that I'm applying for this transfer based on the assurance that its the same package at the same price.
We called again to try and lodge a formal complaint, waited 30mins, call automatically dropped. Called back, waited another 45mins, answered, and as soon as I stated we wanted to make a formal complaint, the call was dropped!
As advised by local council consumer services officer, we've sent in a formal written complaint, as we've given up ringing their customer service, and cannot use their website form as it requires an online account which VM's system is unable to allow me to register.
Entire experience have been stressful, but more bewildered as to how a supposedly professional company like Virgin Media could have such an unprofessional infantile customer service, we will definately not be using this company again and would strongly NOT recommend Virgin Media, shame it's another British sham
Reviewer
Rob
Location
Scunthorpe
Date
22/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
When Virgin media broadband works as it should it is quite reliable with good speed. This is fine until you have a problem & when you have a problem no one at Virgin media is interested in resolving it. Having lost our internet a new faulty router was supplied & informed it would be sorted in 24 hours, we are now a nearly a week later with no progress whatsoever. I have terminated our contract with Virgin & have accepted the broadband will not be restored before the 30 days notice expires, yet the retention team ring up to ask what can we do to keep your business? Well first of all it would be a good idea to get the broadband working & the tv recorder back in service. I have been with Virgin media for probably 20 years but they just exasperate me as there are no solutions & sitting on the phone in a queue listing to music for an hour is just not on in 2020. They have simply got too bog & don't have enough staff to deal with the issues within their business.
Reviewer
Derek Lawrenson
Location
Walsall
Date
21/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Been with virgin for over twenty years. It's been a constant battle to keep price down. Worst company I have ever dealt with. Thang god couple of weeks and there out my life for good. They threatened to take mine and wife's emails of us if we left so stayed but changed everything over to new emails now so can leave them. Didn't want landline but they said they'd put price up if I cancelled it. Said if I had a TV box they wouldn't put the price up madness. Please don't go with this company and spread the word. Nobody needs the stress they can give you in there life. Goodbye to all your call centers where very few can speak good English!!
Reviewer
Pablo
Location
Liverpool
Date
21/06/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Before I agreed with my current contract, I asked how much is the exit fee because I expected to end it before the 12 month period. I was told the exit fee would be less than 30 £ and as it seemed reasonable, I accepted the contract.
But in February, I asked again about the exit fee... and this time I was told that there is not such a "less than 30 £ exit fee" and I must pay the full 12 months period contract if I end it before the 12 months!
Since then, I called Virgin many times, wrote Virgin many times, recieved letters, sent many text messages. All I want from Virgin is that someone listen the phone conversation I had when I took the contract so to be charged with the exit fee that I was promised that day. Something simple, but Virgin hasn't done it. Instead, Virgin goes forward and then back to the same inicial point, even with lies like the one that they called me 3 times and I didn't answer.
Now I am trapped with a contract that I don't need and I only want to end it paying the exit fee which I was promised.
Reviewer
Alex
Location
St. Helens
Date
19/06/2020
Comments:
Disgusting customer service ring them and try and cancel and been trying to ring them to cancel as there WiFi is rubbish and pathetic how the speed goes up and down 24/7 we have been ringing them for about 1 hour and they have just cut us off apsoloutely disgusting never ever go with virgin the worst WiFi service you can ever have go with bt sky or talk talk apsoloutly disgusting customer service and when they do answer the phone the can hardly speak any English NEVER GET WITH VIRGIN WORST CUSTOMER SERVICE AND WIFI NETWORK IN THE WORLD
Reviewer
DEE
Location
LONDON
Date
18/06/2020
Ratings
Satisfaction
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Disgusting customer service. Waiting for over an hour to speak. When I do they can't speak proper English. They are charging me double the amount as they are for new customers and don't provide a service. Virgin actually owes me lots of money and won't pay up. Don't use Virgin you will regret it.
Reviewer
Salvitor
Location
Bristol
Date
18/06/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Over the last few months or so Virgin media has been very bad. For months have had intermittent connection with customer services trying to blame it on the box, the cables and everything else. eventually they admitted there was a fault on the lines and after a week messaged me it was fixed. a week goes by the issue is back internet just dropping out and slow speeds. So if looking for a internet provider stay clear of Virgin
Reviewer
Oz
Location
Edinburgh
Date
18/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Customer Service is appalling, hanging on the phone for over an hour. representatives who clearly don’t understand your issues and everything is read from a script. It’s a very poor service and that’s why I left them reverting back to T.
The speeds are good but not constant, most of the time I was getting 300mbs but paying for 500. TV is just the same as every other provider, yes repeat, repeats and even more repeats.
Save your money and just get a basic broadband package from another company and use free view. If you want movies get Now, Netflix or mazinnProme.
Reviewer
PeteH
Location
BIRMINGHAM
Date
17/06/2020
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Until this year I had always been pretty happy with Virgin Media but I have had so many problems with the service recently that I have had enough.
I am locked in until next year but I am DEFINITELY leaving once my contract is up.
The wifi is so flaky now I have had to buy long CAT7 cables so that a connection can be maintained while working from home.
My PS4 used to connect with no problem but recently it just failed to connect at all wirelessly.
I finally managed to get a connection after I set up a guest account specifically for the PS4.
The PS4 can't be more than 12 feet from the router with no solid walls in between.
Also, my PC drops it's signal too often as well. It usually kicks off again after resetting the adapter but not always.
I tried phoning them but was told it might be an hour in the queue then I tried to raise a service complaint and what a shock, even THAT didn't work!
The TV says that the signal is generally less than 50%.
It's a real pain even though the speed is OK once connected via a cable.
Once 5G services are common and not too expensive I can see Virgin Media going out of business.
Reviewer
Almost Customer
Location
Streatham
Date
16/06/2020
Comments:
After cancelling the installation more than 4 times and leaving us with no internet for 6 weeks during the lockdown, I can say that I am simply appalled, not just at their lack of bother towards their potential customer but also at the endless list of excuses they were ready with when we called them. Had they spent the same amount of effort generating actual results rather than excuses, we would have been happy customers. The most interesting part is that they refused to allow us to cancel out contract with their customer service team offering us endless incentives as an alternative option.
At first we were understanding, knowing that Covid-19 has caused delays in the running of many companies but after no internet for 6 entire weeks, I can guarantee that this was less due to Covid-19, more due to the absolutely shambolic, unorganised and unprofessional nature of the company itself.
We did not want the £5 per day or the reduction of the monthly payment. We didn’t want excuses either. We simply wanted WiFi! And that was something Virgin had claimed to provide however had the audacity to cancel the day before the installation.
After having to go through the nightmare of doing my online law exams using my mobile data, I can guarantee that I will NEVER go for Virgin again and advise you not to either.
Reviewer
Charlie
Location
LONDON
Date
16/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service is just THE WORST EVER - you can literally waste your life on the phone or on chat and get nowhere - even when you put in complaints or (as I have done) two complaints letters recorded delivery - and cancel your contract - they still don't contact you - even when you contact the customer retention team (after 3 hours via chat) they just cut you off - just surreal levels of BAD
Reviewer
George
Location
Date
15/06/2020
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
WiFi and tv is good. Customer service needs a bit of work I called the customer service line as I couldn’t create an my virgin Media account I told a guy on the phone about it and I was told to wait 24-48 hours and try again. I waited tried again still didn’t work. Got two missed calls from virgin as I was at work so I called back when I got home and a lady told me they “changed my password” even though I didn’t have an account then I was told it will take 5 days to get my account fixed. I tried to access some software on my pc and it was blocked internet connection by the parental controls I’m guessing as it trying to access a remote server.
Reviewer
Liz
Location
Manchester
Date
15/06/2020
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The broadband speed and reliability has been great. However, their customer services are awful. Once they have your money, any issue is your problem, not theirs.
Reviewer
Justin
Location
Chelsea
Date
15/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not get virgin media no matter how attractive the package.
WiFi is so intermittent and when it does work it is unbearably slow. Have been trying to work from home and have had to spend a fortune on mobile data because my WiFi will not working.
Issues are not resolved in given timeframes and customer service offer little to no support or effort to resolve.
Refuse to let me out of the contract without a massive ending fee despite being unable to service my area properly.
Borderline fraudulent behaviour STAY AWAY
Reviewer
RR
Location
London
Date
13/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Broadband keeps dropping out.
Reviewer
D. N
Location
Ls14
Date
12/06/2020
Ratings
Speed
2.00 stars
Comments:
Do not get virgin broadband it is so unreliable its untrue and when you phone customer/technical services they are no help at all. I am trying to work and not for the first time the broadband is down and will be for at least 6 hours. That's not the worst earlier in the year it was off for 16 days.
Reviewer
Gordon French
Location
WORTHING
Date
11/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
For the last 6 months we have been complaining about our broadband speed 10Mbs up >1Mbps down when working after changing the hub lots of phone calls and being told that nothing is wrong it is me. I finaly had an engineer call out there was no point him checking he told me that virgin no the problem there is a major network problem in Goring and there are not enough people to worry about he said that in maybe 7months we will start reconfiguring the network as it is over subscribed so for 6 month they new about the problem and would not come clean their customer services lied through there teeth and with another 7months befor remedial work that is effectivly over a year without a solid internet service they want there money but they are not interested in the customers. So tommorow I am connecting with Vodaphone and shortly they will have fibre optic in my area goodbye Virgin I will not be back. But I will be passing on your wonderful customer service to everyone i meet and try to sell vodaphone. If they do not hit there garunteed speed you do not pay for it I think Virgin would be broke if they did this.
Reviewer
Diana
Location
London
Date
11/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been writing this review during the more than an hour wait to speak to a human at Virgin. It's not worth it. Go with whatever other company offers a better deal and don't count on Virgin for decent internet provision or customer service.
I have had decent broadband provision with Virgin for a year and renewed my contract for a more expensive rate in March 2020. It's been hell since and I will try to cancel my contract. Virgin always had ******* costumer service, but at least I didn't have to call them often.
I am supposed to get 100MB speed, but I get around 30-40MB next to the router. The service drops in the middle of work meetings during the day as I now work from home, putting me in a terrible situation at work. My bedroom gets 0.2 MB. In fact the speed.net website often cannot even perform a speed check as there is no speed so I have been using my mobile data. Their app also detects poor service. If I wanted spotty, unreliable internet provision, I could pay half the price I am paying virgin so I am ready to take this to the ombudsman if I can't get out of the contract.
Reviewer
Philip Morgan
Location
Newton Abbot
Date
09/06/2020
Comments:
Virgin Media wired up the next-door neighbour's technology incorrectly and has caused many problems to this address, also having carried out work - no doubt also way below safety-standard protocols - to another neighbour's house in the area, too.
When the company is called about the problem, they lie, saying that they have checked the property's wiring, when they haven't, despite these effects having caused all sorts of issues such as extreme static-charge in and around the house to life-threatening levels, radioactive effects hitting the immune-system and high-pitch frequency effects causing ear-aches for days, the company having had all of these details relayed to them.
Virgin Media does not care about the lives of people, they care only about profit via aggressive sales tactics and bad wiring. Stay away. They are bad people. Five years these effects have hurt people and Virgin Media simply does not want to take responsibility for their under-trained representative's mistakes because they do not wish to be seen as liable.
The ISP we were with at the time even stated that Virgin Media has messed up their own installations of technology in the past.
These people are some of the lowest of the low. Surrounded by advertising and plenty of profit which people keep feeding them without thinking about the consequences. Am sure that if there was really proper, alternative regulation to the mirage of an organisation that is Ofcom, a proper international regulatory counter-corruption organisation that was able to deal with these types of criminal companies, then Virgin Media, as well as companies like Vodafone, would not be trading (maybe down the odd back-alley).
Reviewer
Andrew Schache
Location
Surbiton
Date
09/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
DO NOT USE THIS COMPANY!!! In December I finished my contract early with Virgin Media as we were moving. I paid the full £157 ahead of the usual billing date, I was subsequently double billed by Virgin Media when the usual direct debit is taken (There billing system does not recognise customers that have already paid their bill). Over the past 6 months I have contacted virgin media close to 10 times. Each time they have said they will send through a cheque returning the money. However, nothing has been received. I'm disgusted by the behaviour of this company and it's apparent lack of regard for the law and lack of regard for it's customers.
Reviewer
Simon Chambers
Location
London
Date
09/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Thoroughly incompetent Customer Service. They have made it almost impossible for me to leave a short term monthly contract. I have had a total of 8 hours of phone calls with them and they ended up saying they would charge £13 to my debit card, but when I looked at my bank statement a few hours later saw that they had taken £74. That's illegal!!
Reviewer
David
Location
HITCHIN
Date
08/06/2020
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Drops out several times a day sometimes with catastrophic impact on live web meetings. Very unreliable. Also often can't use catch-up or on demand TV. Would not recommend.
Reviewer
Mick L
Location
PRESTON
Date
07/06/2020
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolutely dreadful WiFi, it's patchy and when it is working drops out more than its online for. VM customer services are poor and they are telling me I need to move large items out of the way. Its strange how a 4g signal can get past all this and perform faster in any room in my house!! I'm having a party the day my contract ends with VM
Reviewer
J Nirwan
Location
Bradford
Date
07/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
almost impossible to cancel and the rudest customer service of any company i have ever dealt with. finally got hold of them on the phone to cancel and the rep hung up on us when we said we want to cancel. i would not use them again even though the broadband was pretty good - really poor customer service and customer support
Reviewer
John Proffitt
Location
Worthing
Date
05/06/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a virgin customer for 3years, contact is up for renewal in January 2021. Well that will not be happening, its back to Sky for me. Their broadband is all ways breaking down, so we have no TV, no landline, yet we pay all this money for the VIP bundle. Enough is enough Virgin. Good bye.
Reviewer
H
Location
London
Date
04/06/2020
Comments:
I would give no stars but not sure if i can -? Actually minus stars! Join Virgin Media:
-If you have literally nothing to do and enjoy endless hours waiting to speak to customer services and then getting repeatedly cut off after your 55 minute waits (rack up 60+ hours of calls over 9 months trying to resolve a few things Virgin should never have done e.g. charging you for a TV package you cancelled 8 months prior -when you promptly returned the TV box to them 8 months earlier and acknowledged receipt of it. This has been going on since mid 2019 and now June 2020 so way before the pandemic before that is used as an excuse!
-If you enjoy being sent from department to department since no-one can resolve simple issues, hours and hours wasted, calls are routinely disconnected after long waits and if they repeatedly promise you that a manager will call you back -know that they won’t!
-If you enjoy being overcharged for all sorts of thing.
-If you enjoy being put on a overpriced broadband contract (almost double the offers they have online) which you never agreed to after your last contract ended and you repeatedly told them you didn’t want to be on a new contract (which they agreed to) but would only be on a rolling one until they resolved the issues (which it took them 8 months to do)! They agreed one price for the rolling contract but charged £12 extra /month and refused to refund it or listen to their recorded calls. As an extra bonus they will charge you another £40 set up fee for the 2nd/new overpriced contract that you never agreed to and will refuse to refund this illegal set up fee.
-If you enjoy a dodgy service (when I had the TV box it only worked 40-50% of the time so I ended up just not watching it as I’d have to call Virgin each time and it was too painful. The internet is fine (where I am in central London, can’t speak for elsewhere) but several issues even with that. I’m assuming that most would disagree re the internet being fine as the WhatsApp group for my area -300+ people- are always complaining about Virgin’s internet.
-Etc. I could literally carry on with numerous other examples but have wasted too much time already. Literally feel like I've been tortured by Virgin Media as they messed up so many things and one issue took 8 months and about 60 hours of me calling and still not resolved -promised calls back by managers I never got, could never get through, etc. So painful. I’ve just paid them their illegal charges to be rid of them and to cancel the contract but will write a more detailed report for the Communication and Internet Adjudication Scheme (CISAS) -Virgin is not signed up with the main Ombusman services so CISAS is who you contact if you if have an issue with Virgin. Will be several months quicker than trying to get Virgin Media to resolve it! Avoid Virgin if you can!
Reviewer
Chris Mutton
Location
Poole
Date
03/06/2020
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Having been with Virgin for a year i report as follows speed very good average of about 85mb download can rise higher. We have never had any real problems had outage for several hours once since then all good. Router we have is fine for the house we are in wifi works everywhere. Sometimes 4 devices online again no problems. The package we have include telephone (never used) and basic tv bundle. The customer service is a little slow getting through but have contacted alot worse. We strted with an new user offer of 12 months at £29.00 a month, checked my account online and found at the the end of the 12 months that was gong to nearly double to £59. Phoned before the 30 day cancellation time explained. Was offered the same for £38.00 Only £9.00 increase. So Virgin media broadband has been fine for us good speeds and no real problems so would recommend. But important you contact before 30 days from end of your deal to either give them notice that your leaving or arrange a new deal.
Reviewer
Camilla
Location
Sutton
Date
03/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Probably the worst service in the world with the worst customer service too. Wifi intermittent. Has been for months. Slow, drops in & out. Been through all the usual suspects for this sort of thing but nothing fixes it. I'd call again, but their customer service is beyond useless. If I never have to deal with virgin again on a single of their products, it would be a day too soon!
Reviewer
hristo
Location
morden
Date
02/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i suppose to have fixed monthly price only for data.BUT no one know why u charge me almost double of that monthly price :@ still wander how you still provide that service with these 'good' feedbacks everywhere....
Reviewer
Marco
Location
London
Date
29/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Apparently, I had 100Mbits, but that was just on paper. At peak time, we could either watch Netflix OR surf on the web, but not both together.
Watch out:
A land line is mandatory for broadband with Virgin Media. When you cancel your contract with them, you have to cancel the phone line extra (regardless of whether you wanted it in the first place or have ever used it). If you don't cancel both (broadband AND phone line), they keep charging for the phone line as happened to me. Never again!
Reviewer
M Cross
Location
Hampshire
Date
29/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ABSOLUTE JOKE .... we are in a pandemic and I'm a key worker working a ridiculous amount of hours. I was given a quote and today having spent many hours researchimg what packages are available with other providers I rang virgin media and they are not prepared to honour their quote ... complete waste of my time. Despite explaining that I'm a key worker working 60+ hours per week and this is my next day off, they still weren't prepared to honour it and advised to keep phoning back to see if their prices have changed! Complete waste of my time and a RIDICULOUS business model .... shame on you Virgin Media making money on the back of this pandemic.
Reviewer
E
Location
Darlington
Date
29/05/2020
Ratings
Satisfaction
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Patchy service for years.
Several complaints over the years about connectivity but only ever resolved by apparently upping speed in a thinly veiled fob off. Cable in the street finally failed which revealed the problems we have been having for years.
Then the same week the contract comes to term only to be told we are expected to pay more than a new customer. NO WAY ON EARTH.
For the record the boots on the ground guys, the one who came out to test the connection and the guys who pulled the new cable in, can't fault them. very professional and helpful. I pitty them working for this disgraceful shower.
Reviewer
T
Location
Vauxhall
Date
28/05/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Broadband cuts out very frequently and it seems multiple times a week there is a general problem in the area that they never fix.
Reviewer
Tom Crouch
Location
South west London
Date
28/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Breathtakingly bad is the first phrase that comes to mind. Speed is woeful and wildly unpredictable. I'm paying for 50mbs, but haven't reached those heights once in the last three months. Upload speeds are also shockingly bad - it can take half an hour just to to send an email. Customer service is useless - promises of engineer visits and fixes by certain dates have come to nothing.
Reviewer
Tom
Location
Leyland
Date
27/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been hit hard by the covid-19 outbreak, I'm part of the 5%of self employed who don't qualify for anything from the government and have literally had zero income for the past 3 months.
Every other company I have dealt with have been understanding about the situation and have put a hold on my account for a few weeks until the work starts up again.
When I couldn't pay my first bill I rang customer service to explain to them why it wouldn't be paid, they said there's nothing they can do about the bills but we wouldn't be switched off for the duration of the outbreak, just limited to slow service.
A month later I start getting threatening messages, about my account being sent to a debt recovery agency.
I call the number on the message which starts an automated message telling you you can pay online then says hold on the line to speak to an advisor and cuts you off everytime.
A few days later I get another message saying call the same number and we may be able to lower your bill, I call and get cut off again.
I found a different number online and rang that then get passed around between four different people before someone would help me.
I ended up talking to the collections department, I explained that I had no income and wouldn't be able to pay anything and spent the next 10 minutes with the advisor saying "if you pay this much today" and me replying "I have no income" on a loop.
Eventually the lady said if I could pay £70 today they would credit the rest owed (around £30-£40).
I told them I would see if I could borrow the money from somewhere and get back to them.
My dad kindly agreed to lend me the money so I rang back about an hour after the last call only to find out the collections department closes earlier than the others so they'd send an email to the lady I'd dealt with earlier asking her to ring me tomorrow.
The day after i don't get a phone call so I call them instead only to find it's impossible to speak to the same advisor for some reason and they can't do the credit.
I then get another message saying I didn't pay the make the agreed payment of £70 and that it would affect my credit file.
Now I'm sat here after spending two days on the phone to virgin and getting absolutely nowhere, apparently with a worse credit rating than if I'd just ignored the debt
Reviewer
Iain
Location
Newcastle Upon Tyne
Date
27/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Horrendous reliability, speeds and customer service.
Anxiety-inducing when joining any work conference calls. Will the connection stay up or fail again?
Forget getting anywhere near the advertised speeds. I decided to monitor speed over a few months on a 350Mbps connection, using a machine plugged directly into the supplied hub. Averaged around 100Mbps. Whilst this still seems fast, coupled with the unreliability and the fact that I'm paying for much higher speeds, it's unacceptable.
Customer services are a joke. They don't listen to the issues and respond accordingly, they stay "on script", directing to the status page, asking to reboot equipment etc. Standard stuff. You'll get sick of being passed around without resolution, and give up. I'm convinced they hate their customers and will throw anything at them to stop them being annoying. (If you decide to call them on the 0345 number, make sure you're feeling flush - you'll be on hold for ages, passed all over the place, and possibly hung up on; only to begin the cycle again and probably give up).
None of this stuff is exclusive to me - just check twitter.
Until they improve the reliability of their network and transparency in dealing with the customer's issues, I'll be getting my broadband elsewhere.
Reviewer
Martin
Location
Macclesfield
Date
27/05/2020
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
By and large no major complaints. 30-100 mb download speeds over wi fi however no real pattern to fluctuations in speed ie (doesn't matter if its peak or off peak) will point out to any sky customers who are thinking of switching I do find the HUB3 wi fi coverage inferior to sky's. You probably be using your data when sat in the garden.
Reviewer
Marta
Location
Birmingham
Date
26/05/2020
Comments:
Worst Company ever, I can't close my account for 2 months. They hang up or say that someone will call back for months.
Reviewer
Mel
Location
Edinburgh
Date
26/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I’ve been with Virgin for 5-6 yrs now and it’s time to say goodbye. I only joined as it was fitted to the house and I’ve stupidly just let it run over the years. My contact is now up and I was paying £100 per month. They are now asking asking me to pay £170. I think not.
Satisfaction- no! Up and down nothing like stipulated and to be honest diabolical. Engineer attended due to poor wifi in my house and he fitted boosters. It was still very poor, so they sent another engineer who asked who put the boosters in as they were in the wrong place.....
Customer Service - to be brutally honest they shove you from pillar to post. They sent out an speak to you when you say goodbye.
Broadband Speed -£100 per month for 500Mbs and I’m lucky to get 230..
Broadband Reliability - up and down all of the time. I get flashing lights on the hub and have contacted them tim3 and tine again.
Overall - Don’t waste your money, I’m going back to BT and same offer for £80. Shop around, research the deal but avoid VIRGIN.
Reviewer
Tim Bremner
Location
Edinburgh
Date
22/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I am writing as I am a freelance graphic designer and because of the virus have been working from home for the last 8-9 weeks. My contract was coming to an end and would have gone for cheaper alternative, but because of my work I wasn’t sure if switchover would go smoothly in terms of getting engineer out so I signed up to a new Virgin Media contract for 12 months.
I wrongly presumed that my new contract included home calls during the week and appreciate that I should have asked more questions, but what troubles me is my monthly bills were £33, £33, £33, £33 then jumped to £90 as lockdown began and then today I got a bill for £279 for last month. I stopped using the landline immediately as soon after I received the £90 bill, but was to late unfortunately.
I have tried to explain to Virgin Media that this is a large amount and why wasn’t I notified that my bill have jumped by more than 8x it’s normal amount. Also I had just signed up to a new contract with them so where is the good faith / loyalty…. maybe I am naive to think this.
Virgins response to my complaint = zero sympathy and can’t do anything and was offered a £10 ‘as a good faith voucher'.
I won’t be using or recommending Virgin Media again.
Reviewer
zid
Location
London
Date
22/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constant disconnects, poor speeds, and terrible latency. They have not fixed this issue caused by overutilisation in my area for almost 3 months. When leaving the contract they still had the nerve to charge exit fees.
Reviewer
Tony
Location
Ipswich
Date
22/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
We've just been conned into re-contracting with VM for another year. After our initial year they were putting the prices up significantly. I shopped around and then spoke to their 'retention' department. I was instantly offered a lower price, and what seemed like a good TV upgrade deal. However, days later, the order had not gone through. I had to ring multiple times and basically got told they would not honour the previous agreement. So patronising (I used to work for another provider, and hold a Masters degree in Telecommincation Engineering, but they treat me like I'm an idiot). Pack of lies. We're now stuck with them as my back was against the wall. I wish I'd switched. Shouldn't have touched them with a bargepole!
This is the latest of the issues I've had with them. Soon after we had their BB my email stopped working. They blamed all my clients (on iOS, Windows, Ubuntu and Android) when it was their servers. Had to refer to CISAS who found in my favour but VM were very slow to pay the compensation awarded. Took months to resolve and they only 'fixed' it by accident. So many issues and a lack of quality.
If it's working the speed is generally good (especially as we can't currently get VDSL here) though the TV service leaves much to be desired with missed recordings and the like. We've enjoyed advertised speeds with no sign of contention, good latency and reasonably reliable WiFi from the Arris hub. However, when things go wrong, and they will, the Customer Service is dire and is bad on so many levels. Be suspicious of a firm that cannot even get basics like their website to work properly without broken links for functions like 'contact us' - or insist you ring them but cut you off after ages of robot voices and music on hold. Not recommended.
Reviewer
Lucas
Location
Beckenham
Date
21/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Virgin for over two years. Today is the day I ended the service with them, the service is terrible, the speed is ridiculously slow and the customer service is unhelpful.
Also, they hold back information from people when there is a better deal on the market with them. For example, I was paying £45 for a year for 100m internet package, I called them up to ask if theres any other packages and they ended up letting me know that the prices have changed and that for 41£ i can get the 350M package, so it makes me wonder how long have they been charging me extra, i know its not that much but still, it would of been nice to be informed.
Reviewer
Johnny
Location
London
Date
20/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid Avoid Avoid! Awful and dishonest customer services. Called to disconnect the services and been confirmed they will do so, received debit collect letter months later and found out I was still charged for bills. They denied the call despite I provided the calling record, several complaints sent they just ignored. Case now almost 2 year and still in dispute. Be careful with them
Reviewer
Ash
Location
Cardiff
Date
19/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute rubbish service. Cuts off every 5mins and extremely slow speeds, buffers all the time.
Reviewer
Mimi
Location
BEDFORD
Date
18/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
cancelled my subscription within the cooling period as the connection was rubbish but yet the have sent me the bill when I was being told on the phone that my balance was 0,Now they are threatening to to pass on my details to a debt recovery agency.Beware of this company!!!
Reviewer
Ayman
Location
London
Date
18/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
I recently disconnected from Virgin Media after my bills shot up to £50.50 per month for just fiber. Now that was already an issue as that do not call or email to inform you that your contract is coming to an end or that you are being moved on to a rolling contract.
The bigger issue is their incredibly rude, unprofessional and dishonest call center staff. When I called to disconnect I was informed that as I pay in advanced I would not be charged going forward. Fast-forward to today where I have been charged.
I have called the call center again to discuss and let them know that I was misinformed by the previous colleague I spoke to and have now been charged. Their response was to refer to their online payment system and pay no attention to what I was saying at all. The person I was speaking to (John) did not listen to a thing I said and kept on rattling on about how it is explained on my online bill without listening to my complaint that their staff member (A human) had lied to me.
After him repeating the same sentence to me about 5 times without trying to understand what I was saying I left the call with no solution and still having been lied to and charged.
Overall they are absolutely despicable, their conduct is incredibly unprofessional and dishonest. This is the worst experience I have ever had with an ISP. You are better paying for BT as they are less likely to rip you off and lie to you (Or their customer service will at least resolve your issues and accept responsibility). If you want just fiber hyperoptic looks great and there are so many options to explore which we will be doing.
Please be aware that no matter how much you pay them their customer service and support will always be terrible.
Reviewer
Neil McLachlan
Location
Southampton
Date
14/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
0 stars it should be. I signed up with this awful company, tempted by the promise of superfast optic fibre connection, have now ended it after a year of slow speeds, eg last night, less than 1 Mbps, all evening. Customer service is rubbish, they always just tell me that the service is working, after supposedly 'testing' the line. Long waits for the call centre, they now charge me £46 per month for the worst broadband i've ever had. Am so glad that I didn't try to save money by getting my phone contract with them too, after a year of internet cuts, eg 3 hours occasionally, the phone with a different company was vital. In short, don't touch Virgin with a bargepole, I last used them 20 years ago, and they haven't improved a bit.
Reviewer
Alex
Location
London
Date
13/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
THE WORST INTERNET PROVIDER!
Terrible experience with them.
I am tired of calling them to solve the problem and they just move on. Internet keeps dropping and it’s impossible to have any type of meeting from home.
Do not recommend. Terrible service, will be changing for sure.
Reviewer
Valg
Location
LONDON
Date
12/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The absolute worst! Do nothing to resolve issues but quick to take your money. CISAS complaint upheld but no improvement. Time to change supplier
Reviewer
Lewis
Location
Upminster
Date
12/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a con. I go this WiFi to stream and I have over 3 million subs on twitch and need my own WiFi so I decided to get this.
I got the 300 mbps and at best go 5mbps it tacks me over a hour to load onto Fortnite and could not stream over 10 min. Go and get EE the WiFi is not even have to be next to my pc and I get 300 or over mbps even through I pay for 300 mbps with the whole family using it. You might get a lag slick every 2 or 3 hours but that is ok as I have at leat 10 devices using it
Reviewer
Martin Gilchrist
Location
Surrey UK
Date
12/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i have been conned! - false advertising at it's best - I THOUGHT I was buying 200MB/s download speed Broadband but once you go through about a dozen pages you find that your wonderful 200MB/s download speed is in fact about 12MB/s at best I have had 36MB/s - really really slow - really bad false advertising and when other users are online at home then it's even worse - DO NOT BOTHER BUYING VIRGIN MEDIA - You have been warned.
Reviewer
Jelly3beans
Location
Wokingham
Date
11/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constant dropping out and buffering when watch TV. We have a standard size house and the internet does not get to every room or anywhere in the garden. Awful absolutely awful
Reviewer
indu kw
Location
east ham
Date
10/05/2020
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
poor customer service, was put on hold for 40 minutes and then hung up on. internet speeds not what advertised, paying for 500+mpbs only receiving 10mbs. customer service just pushing the issue on by reseting the system, temporarily boosting the speed or sending a so called 'booster'. would avoid if possible. speeds of wired internet is good, but if you use wireless i would keep an eye on internet speeds and ask for money back if the speeds are too slow.
Reviewer
Angelika
Location
Wellingborough
Date
10/05/2020
Ratings
Customer Service
2.00 stars
Comments:
Virgin Media is rather Not Giving Media. The internet speed is shocking they offer up to 100mb if I get up to 20Mb that is it.Their prices are way too high for the quality and speed you gain. Dissatisfied unfortunately.
Reviewer
Mr. C
Location
Wallington
Date
10/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter utterly awful. The internet is intermittent and almost unusable. To use the pandemic as an excuse for a a service that many in the area have complained about shows the deprived depths to which Branson and his business go to. Focusing on delivering the service promised in a simple business is better than newspaper grabbing headlines on trying to get to space .....
Reviewer
Darek
Location
London
Date
07/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
BLAME THE CORONA VIRUS!
I have ordered installation business broadband in our two business sites.
The sweet salesmen Randeep from the business team will sell you everything, fast with.
The first installation didn’t go as a plan: I have to wait the whole day in the empty site, no buddy come as arranged despite asking for an hour half a day slots - sorry, only daily slots.
No phone call no email. Waste of my day!
I managed to contact virgin media, to reschedule the appointment. Finally success.
After installation, the engineer from virgin media took the “old” hub with him and disappear.
Domestic team invoiced me £90 fo the old router (it has been taking by your installer). It took me many hours on the phone to New Delhi holding and explaining again, again and again.
The worst: I have ordered the business broadband in January this year, The installed at the beginning of February. The complaint took around two months, 5 emails sent to a virgin - no reply.
When I finally spoke to VIRGIN MEDIA they blamed COVID19 for messing the installation! The first week of February? Seriously? No sorry, they don’t care!
I have planned to set up another five sites with a business broadband connection from virgin media - I am staying with the current provider.
Please avoid. AVOID!
Reviewer
benastrada
Location
south east london
Date
06/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media should be renamed Virgin Merdia... No internet, if you EVER managed to get to speak to someone they will send you a new router which will work for one month. There is NO customer service - not even a note anywhere saying anything about it. They will charge you over the odds (I pay £50 a month for ONLY broadband) - they will not fix problems, EVER! And then, they will send you email telling you how 'your speed has been boosted!' - now imagine you buy a car that won't start, and the manufacturer bombards you with messages telling you how fast you can travel down the autobahn!!!
Who effing cares for download speeds of a million times faster than the competition, if you can NEVER use your internet connection?
Liars, thieves, incompetent dumbwits!
Reviewer
Darryl
Location
Manchester, United Kingdom
Date
04/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Liars, slow and misinformed.
Lied to me about delivery times/when internet service would start.
They told me things in writing which they then went against.
They couldn't guarantee an internet start date.
I would call, they told me something had been actioned. I would then call back and there would be no record of any previous calls...
Their Sales team provided assurance to me so I would sign up to the new service - once signed up these "assurances" were taken away and conveniently forgotten again with no record.
Could not be more disappointed - lied to me so I'd sign up. Misinformed me to get me off the phone. Couldn't help when I needed it.
Reviewer
Robel
Location
London
Date
02/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’d give them no star if I could. The WiFi signal is poor and times it would cut off due to technical issues. The customer service is ****. I called a month before my contract end date to give notice and cancel my broadband. The customer service advisor stated to call back on the day of that I was finishing to cancel so I did but only for me to be told by a another customer service advisor that I need to provide 30 days notice which I did but it was not noted on my account. Virgin Media are thieves. I will never go back to them again. **** reputation.
Reviewer
linda Rouse
Location
London
Date
01/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling customer service. Still waiting for call back from them after 2 weeks. Promised a booster and have not received it!
Reviewer
Philecia
Location
Bolton
Date
29/04/2020
Comments:
Terrible company. Customer service impossible to get hold off. Using current covid 19 as an excuse. Broadband speed no where near what you pay for. Don't go near these scammers.
Reviewer
Colm
Location
London
Date
28/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Biggest regret signing up to Virgin - it has been slow, unreliable and makes it impossible to work from home. I have needed to set up a separate contract with a mobile provider (to use tethering), so that I can work uninterrupted. Very disappointing service and you do not get what you pay for.
Reviewer
Colm
Location
London
Date
28/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Biggest regret signing up to Virgin - it has been slow, unreliable and makes it impossible to work from home. I have needed to set up a separate contract with a mobile provider (to use tethering), so that I can work uninterrupted. Very disappointing service and you do not get what you pay for.
Reviewer
T
Location
London
Date
28/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’ve been 2 hours on “hold” - no one couldn’t help me.
I’ve been transferred twice and still have not received proper answer, no one doesn’t know how to change monthly package - it’s ridiculous(after 2 hours of waiting).
Nobody is not responsible for nothing and just searching how to transfer you to someone else.
The quality of “customer” service it’s the same as quality of the internet
After 2 hours on hold Shelby pick up the phone and she was extremely rude .When we wanted to change monthly payments she was repeating herself twice that we agreed to that .When I said that I was talking with your colleague on September she said no , I didn’t speak to anyone since 2018 !
After 5 times asking her to change the contract to a cheaper one she offered “the cheapest one “ for 42 but on your website the cheapest one for 27 pounds!
Reviewer
Daniel
Location
UK
Date
28/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Broadband is fast, but very unreliable. To the extent that neither I nor my housemate can use it for work. If I want to watch something on Netflix or Amazon I download it first because the likelihood of my internet connection lasting for the duration of a whole film is negligible.
Reviewer
waytne
Location
Leicester
Date
28/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely pathetic. my advice to people who are tempted to have it installed DON'T if you do install you will regret it...
i was promised 50mb i get 13mb on a good day, Try to contact THEM you will spend at least 40 minutes waiting for an answer, the person who eventually answers will not have a clue make up some excuse and tell you to phone again in 24 hours, you have an option of pressing 1 and they will phone back 3 times i have done this i am still waiting for the call 6 days later.
They genuinely are the WORST COMPANY i have ever had the misfortune to use.
Reviewer
Alan
Location
Liverpool
Date
27/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter crap. Been struggling with the most basic of things such as emails ect, never mind streaming video. Checked my speeds every day for two months and I'm lucky to get 3 mbps. Paying for 100 mbps. I give up, I'd rather go somewhere else and get 50mbps constantly than put up with all this super fast fiber crap that virgin can't deliver. Very long time customer and disappointed for a long time. Bye bye virgin, never shall you be a problem again.
Reviewer
David
Location
Beeston
Date
27/04/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
When the broadband works it is great, but it is intermittent.
The customer service is nothing short of awful. They are practically impossible to get in contact with.
You leave a complaint message and they say they'll acknowledge receipt in 48 hours. How does this help when my internet isn't working?
No refunds or acknowledgement of poor service, terrible.
Reviewer
Obrien
Location
Darwen
Date
26/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Im paying £43 a month and my broadband is shocking all i have is broadband no phone line no tv
Reviewer
Fani
Location
London
Date
24/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
scams! They take advantage of everything. My contract ended and they increased the price from 27 to 50 pounds per month. I called them when I checked my statement and they said they cant renew the contract and I had to pay 50 pm. i discussed with my roommates and for a month I've being trying to call back to cancel my subscription and no one would answer (i tried from website to cancel but there is no option). So I cancel my direct debit and when they finally called they said I had to give one month notice so I had to pay for next month too even if my contract ended.
Reviewer
James Spry-Leverton
Location
London
Date
24/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The worst customer experience I've ever come across
After 3 months of waiting and 4 engineer visits Virgin decided to give up on installing Fibre into my building. Over those 3 months they refused to let me cancel and go with another provider, redirecting 6 times to different departments as a retainment device.
I've been left working remotely with no internet during the Corona outbreak, putting my employment to work at risk.
Please do your future self a massive favour and avoid this awful company!
Reviewer
Gyorgy Puskas
Location
Wembley
Date
20/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I bought internet m350 fibre nearly 2 months and internet not working in the house. I spoked with costumer service few times for help but nothing changed. They promise engineer will come by appointment but nothing. Just lied! Worse service ever. But they happy with your money, that’s it!! Very careful!
Reviewer
Matt
Location
Maidstone
Date
19/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling service. We have been with Virgin for several years and they have got progressively worse. They are now nothing short of con artists. You sign up to a speed of service for a set monthly figure; they increase the monthly figure and, in our experience, you never get the speed you pay for.
We are supposed to get 100Mb/s. We do not get this anywhere in on our property, despite having to purchase WiFi extenders (the Virgin router would not provide coverage outside of a single room). I am currently getting 0.5Mb/a right beside the router. You contact customer service and they waffle on, spoon feeding you a load of rubbish.
The worst provider going by a significant margin. Avoid; go with a more expensive provider, any other provider, not these guys. Absolute rubbish.
Reviewer
kimberley
Location
Croydon
Date
18/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Endless problems.
Was charged £100's on home phone that i dont even have.
Have had 18months of horrendous internet, cant hold a skype call even by the router but Virgin wouldnt let me leave my contract.
Terrible customer service and internet connection.
My friend is a manager there and says Virgin are really struggling financially and technically.
Reviewer
David M
Location
Bromley
Date
16/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Virgin is fast. Unfortunately, it isn't very reliable, and their Customer Service and Tech Support is incredibly poor. This is what happens when you outsource the majority of your tech support to Indian Call Centres.
Virgin seem to use "speed, speed, speed!" as an exclusive measurement of connection performance. If you're having any issues, then they'll immediately blame your Wi-Fi connection, even if you're not using Wi-Fi (like me). They don't seem to care about the quality or reliability of your connection which can cause more problems than simply the speed of your connection.
It is suspected that many of their reliability problems are caused by over-subscribing their network - trying to accommodate more customers than their infrastructure can physically handle.
I find it hard to recommend Virgin for consumers right now - if you can get a decent connection from BT/Openreach, then perhaps you should go with them instead.
Reviewer
Richard little
Location
Essex
Date
15/04/2020
Comments:
Cannot believe how bad Virgin media is, moved house 2 months ago signed up with them , tv’s keep breaking up internet hardly ever works when it does really slowest we’ve ever had. It’s been completely off for over 3days now phoning constantly being told there’s an outage and back on in a few hours
Reviewer
Adam Lee
Location
Dover
Date
12/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Atrocious customer service. Broadband cutouts for a week that have only been getting worse with no communication whatsoever as to what’s happening despite signing up TWICE for text updates. You only really find out how good a company is when things go wrong and Virgin have been singularly unimpressive.
Reviewer
Jacob
Location
Croydon
Date
05/04/2020
Ratings
Satisfaction
3.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
This customer service...... Should be 0.
Still waiting for email.
How long they answer for complain half year?
Reviewer
Stephen
Location
Edinburgh
Date
01/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Virgin Media are highly unethical and could be described as profiteering:
* They set high prices, hook people in with a reasonable deal, customers then find their prices are effectively hiked 70%+ after a year.
* They do not offer the same prices for existing customers as for new customers. I'm therefore being discriminated against new customers. I've currently been offered a package at £38 (best deal they can offer) which is online to new customers at £29.99. This is unethical and I do not understand how they get away with this shameful business practice.
* They said to me I could not move to another provider as currently Corona Virus restrictions mean their competitors cannot complete any installs. They are using this as a tool to keep prices high knowing I can't go to their competitors with current movement restrictions.
Further:
* Their Customer Services have been extremely poor for a number of years. One example is they cannot send my bills to my personal email address - because I used it at a previous address when I moved house. I could go on, but will spare all the details.
* Virgin Media also said that if I cancel, then no one else can take out a contract with Virgin at my address for at lease 3 months.
Reviewer
Bob Taylor
Location
Shropshire
Date
30/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Great product, but, the most despicable, unethical and greedy company to inhabit this world
Reviewer
Dan Phillips
Location
London
Date
28/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Mis-sold me a plan on price twice in a row. Liars
Reviewer
Wilf
Location
London
Date
27/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Fast broadband is useless when it doesn't work most of the time. We've had constant outages since we joined 6 months ago. Virgin Media are well aware of the problem, and it's not limited to our house - the whole area is affected.
We call multiple times a week, but customer service are absolutely useless (they're not even technically part of Virgin Media, but instead are outsourced so they can't actually provide any useful information).
Yet they're doing nothing about it. Constantly told that an engineer is working on the problem, and that it'll be fixed in a few days. Never happens.
Even worse. We can't cancel our contract without incurring an £80 penalty fee, because Virgin record the intermittent outages (i.e out for 10 minutes at a time, every half hour) as separate incidents, and thus the outage doesn't last long enough to trigger the cancellation clause.
We're literally being held hostage.
Avoid at all costs.
Reviewer
Saiful
Location
Location
Date
24/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am giving Virgin Media 1 star because there is no 0 star option. They have absolutely the worst customer-service of all the ISP's (we own 12 properties and use several ISP's), as well as being the worst for broadband speed and reliability. We have always had problems with VM - both with broadband speed and reliability, and with customer -service.
Today was typical of our experience with VM. This morning I had to contact them about issues pertaining to two properties.
PROPERTY 1: We have had broadband problems (e.g. upload speed of 0.01Mbps - this is not a typo - just one HUNDREDTH of one Mbps) for more than 1 MONTH, and received a text message (for the third time!) advising the problem is fixed, even though it is not. Spent 52 MINUTES ON HOLD (this is not that unusual for VM even before the coronavirus) when I called. When I finally got through, VM said they know about the problem and their engineer will sort it out asap. I said VM has been saying this for weeks and asked why VM keeps sending such messages if they know the problem is not fixed - VM did not have an answer for that.
I advised that on 4 March I wanted to speak to a manager, was told that none were available to speak to me, but was promised that a note would be placed on the account for a manager to call me back within 48 hours. I advised that it has now been 20 DAYS and no call, only to be told that the last person I spoke to at VM did not place a note on the account for a manager to call! I asked the lady I was speaking to today to place a note on the account for a manager to call and confirm to me that she has definitely done so. However, I do not hold out any hope that a manager from VM will bother to call me.
PROPERTY 2: Potential serious issue with a new account, tried to call VM, kept on hold for 87 MINUTES, then recorded message saying they cannot process my call and to call back later. Found VM email address on an old email from VM, and sent an email explaining the problem. Received an automated reply saying VM do not monitor this email address and to contact them through the website. Website options do not match the issue and I keep getting directed to FAQ's with no option to send message to VM - spent the last HOUR trying to find some way to email or message them with no luck.
Unfortunately, in the two properties above VM is the only ISP that can provide fibre-broadband at the moment, so we have no option but to use them. However, we have decided that for the other properties we will no longer use VM and will cancel the other VM accounts as soon we are out of the contract period.
For anyone who is thinking of opening an account with Virgin Media I say if what you really want is very poor broadband-service and worse customer-service, and you really, really enjoy spending literally hours on hold to sort out issues, then VM is definitely for you. The rest of us who want reasonably dependable broadband and good customer-service will go elsewhere.
Reviewer
Nippy
Location
Redbridge
Date
24/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Problem almost everyday, no help just stupid pre-recorded messages ... the downtime is more then the uptime, they never seems to get the problem fix, they are really driving me crazy...new provider next year for sure !
Reviewer
Maxine
Location
Birmingham
Date
23/03/2020
Ratings
Satisfaction
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I’m so disappointed with virgin media, they don’t care about the loyal customers, all they care about is money . I was try to phone them 7 times and never got throw. I will definitely be changing my supplier
Do not touch
Reviewer
EP
Location
UK
Date
23/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The worse company ever! the worse customer service it is shocking. I have called them 10 times in two months to return my router. Every time they say they will send a new return package -they refuse to send a tracked one- and despite the fact that I am home all the time I nver receive one. They keep texting me, emailing me, harassing me about a £40 charge of I do not send it back by the end of the month!! I call them and email them without reply. There is no way to contact them and solve their fault. Do not sign with them! You will regret!
Reviewer
linda Rouse
Location
London
Date
21/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Trying to get through to Customer Service. I have attempted 19 times in past week. They do not answer. Our TV is not showing the channels and my mobile calls keep 'dropping'. I have to try at least 6/7 times before it connects. I have now been waiting for Customer Service today (Saturday 21st March) for 65 minutes!! They are not the cheapest of providers. Hopefully, people will vote with their feet
Reviewer
Sam
Location
London
Date
20/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have never and i mean never received such dreadful customer service, all the big telco firms are pretty poor but when it goes wrong with virgin media not only are they too incompetent to fix it, they cant even keep a track of the customer complaint. If they can't even log complaint interactions accuralty (or at all) what hope do you have of actually getting the complaint resolved? I have now been trying to get my number back for 6 months and am no further forward at all. Absolutly dreadful.
Reviewer
Mimi
Location
BEDFORD
Date
16/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really bad.I wish I had read all the reviews before switching to virgin media. I Have just cancelled my contract as I was still in my cooling of timing.Would not recommend to anyone
Reviewer
Will
Location
Manchester
Date
13/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Horrendous company
Reviewer
Saq
Location
Birmingham
Date
11/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I joined them 6 months ago. Services don't work. Indian helpline completely useless. They lie and cut off calls after making u wait for 30+min. Comolisn process even worse
Reviewer
Paul
Location
Derbyshire
Date
07/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with these bandits for just 4 weeks, what a set of cowboys, told once I was with them I wouldn't use anyone else, that was the first lie of many.
I had the supposedly 200Mb package, sat in front of the router using Speed Checker everything appeared fine, leave the room and it dropped by half, walk another 5ft and you was down to 50mb, although these figures sound better than TalkTalk, Sky, they are not stable or consistent, move back to the Router and for some reason this now shows 110Mb, even though the numbers seem high, buffering was a major problem, Computer, Laptop and Phone show's 2bars, luckily I still had my reliable TalkTalk @ 39Mb no matter where l go in my home. Don't bother contacting customer service for help its beyond a joke, many lies told, looks like its from a script, sounds just the same as may others on here.
I phoned 12 times to try and sort, its just unreliable and finally 3 calls to cancel, finally got it through to them I had, had enough, thank god I didn't cancel my other provider before trying this very poor service, would I try them in the future again, most certainly not even if it was for free. Good Bye Virgin Media and Good riddance.
Reviewer
Sherine
Location
London
Date
07/03/2020
Comments:
I have allegedly the fastest and most expensive package at 350mbps but am getting abysmal speeds between 4Mbps and 45Mbps on a regular basis with regular dropouts that require switching wifi on and off every time. Engineer came but tried to say that his speed reading was over 300Mbps and was only convinced when I showed him the real speed across multiple devices. I also showed him that the speed was the same whether wired or wireless. He changed the modem but problem was not sorted. He said he will report this as it seems to be an external network error and that it will be fixed the following day. He wanted me to sign that signals were up to spec. but I made him add that the speed is still slow. I waited for this to be sorted and was in touch back and forth with the engineer for a week but nothing was sorted and he stopped replying. Complained and was booked another engineer for a time slot which they changed on the day. The engineer didn't show up, so I called and they denied they changed the appointment. They rescheduled the visit. Still engineer didn't show up. I called them and they said there was a glitch in the system and although they confirmed a time slot with me, the engineer was given a different time slot. Overpriced. Bad service. and what used to be a good speed is no longer. Do not recommend at all.
Reviewer
Shabir
Location
Croydon
Date
06/03/2020
Comments:
I don't even know where to start with this company. I just wished Telewest never sold their business to these Virgin scammers. I've been a customer with Virgin scammers for around 10 years, sometimes the misses with be paying for it and when we moved other address, I would be the one paying for it.
Then my house burned down including their modem and they charged me £50 for it. Their customer service which is from India refused to waived it, showed no compassion whatsoever while dealing with me. I've tried numerous phone calls to try get that £50 back because let's face it, I've just been in a fire but they wouldn't help. What amazed me the most was that every single customer service agent that i dealt with behaved the same way and it felt like talking to wall. On the other side, I couldn't attend my physiotherapy sessions and had all charges waived due to the circumstances. From that day, I decided I would never affiliate myself to any business that has the name of Virgin and decided to move on until I got an email this morning that my details have been compromised when i specifically told them to delete everything about me. A report will be made after this to Information Commissioner’s Office (ICO) because I'm not happy that a cheap, unethical company like Virgin is still holding information about me, its been 1 year VIRGIN. Was it really a breach or have you been selling our information to make some extra money to fund your space programme scam? To be honest, expect the unexpected when it comes to unethical cheap companies like Virgin.
All the money you give to them through Virgin goes to their stupid space programme anyway, it doesn't go into any innovations.They planned taking humans in 2008 and we're 2020. We are all getting scammed. They call Elon musk a scammer but i believe Richard Branson is the scammer of the century. At least Elon Musk shows progress. Wake up guys and hit them when it hurts the most.
Do you want to deal with a company that is Cheap and unethical like Virgin? If yes, then go ahead and throw money at them. You been warned !!!!
Reviewer
Tahirah
Location
London
Date
06/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible TERRIBLE service and Our information is not safe with them!! They deliver my package to another address by accident and don’t go to collect and rectify and then TODAY I GET A EMAIL STATING THIS “we are sorry to inform you that you’re information that’s on our data base has been accessed” so I am not vulnerable to fraud an third party calls!!! Then they still want to charge you stupid money and they can’t even secure our information... can not be trusted with anything. I can’t believe this is actually a company ... WORST COMPANY CREATED BY MAN. Avoid virgin media
Reviewer
K
Location
Acton, London
Date
05/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
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
Reviewer
Mark
Location
Barnet
Date
05/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company I have ever dealt with. Extremely unhelpful advisors who keep telling me a different thing? Nothing seems to add up. They have not honored the rewards for joining them and have added extra costs which was never agreed. Woeful, inept company and shall never use again. Unfortunately in contract with them for a few more months. Wish I had read the reviews first as there are a lot of people who are experiencing the same problem. Disgraceful! Please avoid
Reviewer
Jay frei
Location
Southampton
Date
05/03/2020
Ratings
Satisfaction
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Record every call!
Such a shame when the excellent broadband fails and you have to speak to a customer service representative, after a 35 minute wait the 1st rep just hung up on me during booking me a technician appointment. 2nd one immediately upon requesting his name and reference number he just gave me a name and said everyone in India faults knows him!
Third time I recorded the whole conversation and got a plausible answer and a complaint ref no:for a refund of loss of service
Reviewer
Kasia
Location
London
Date
04/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have used many broadbands over the years. Unfortunately at my current place Virgin was the only option and I have never been that dissatisfied with any provider before. AVOID IT! Cancelled my contract without an explanation, then I started new contract which is two times higher. The worst broadband!
Reviewer
Laura mitchell
Location
Wallingford. Oxon
Date
04/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have been trying to make a simple change for three months, numerous stressful phone calls, to no avail. Stock questions asked . I am now considering going down legal route. The bills keep coming for a service I am not getting, funny how that happens!! Looking at the reviews I am on a long list, and my problem not uncommon.
Reviewer
Tracey Johnson
Location
Nottingham
Date
02/03/2020
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Broadband not as fast as they state & sales offer deals which they will not honour. Been with them for years but not for much longer.
Reviewer
Sandar Cho
Location
London
Date
02/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
False sale.It claims fastest broadband. Actual speed test is 0.73Mbps! Internet keep dropping every 5 to 10 minutes. If u call customer service, prepare to spend half a day on the phone. They tried to fix my broadband connection since October last year still no sucess. This morning when I was put through technical team I was told their system is not working and cannot see the engineer schedule so cannot book but the same guy has got nerve to tell me my broadband seems ok!! I told him I wouldnt waste half of my day calling Virgin and put me through 7 different people if I have no problem with broadband connection!! BTW, I have been with Virgin for 10 yrs now when I try to leave because they cannot fix the problem I was told penalty of £120 if I leave. Virgin is treating customers very very badly. It is time Ofcom should take action on them.
Reviewer
marco
Location
london
Date
29/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The company is a monopoly.
They treated me so badly.
it is a terrible company. I highly recommend to avoid them.
I did a 1 year contract and htey told me that i could move the contract around.
I tried to move the contract to a house in central london 2 mins from the original house. Both houses are near St Paul in a super central area.
In the new house there was no Virgin media connection but there was sky and BT.
I was charged £100.
I have 0 customer respect for Virgin Media. It is in a monopolistic markte and they treat customers super badly.
If i were a Virgin Media manager I would look at these reviews.
I hope customers will realize soon on how bad you are.
By the way your customer service team is super under staffed and the wait time is super bad......
From a customer who super dislike Virgin media
Reviewer
Oliver Kinsleh
Location
Portsmouth
Date
28/02/2020
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Broadband reliable and fast. Downside is when you try and leave ots very hard, they refuse to beat other providers until you are half out the door and then suddenly they can do a reasonable price. Just had to cancel after 18 months as a customer, due to moving home, get charged £160 cancellation fee and £40 postage charge to return the router.
Ruined the experience. Will never return.
Reviewer
Ky
Location
London
Date
28/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media’s customer service is appalling. They are the worst broadbrand provider in history! Their workers are rude and very unprofessional. They enjoy taking peoples money and providing crap services. Never would I recommend anyone to use virgin media. Disgraceful!!!!!!!!!!!
Reviewer
adam
Location
uk
Date
27/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Virgin Media are an appalling 'company'.
All these reviews are 100% corrrect (when the majority of trust pilot reviews are fake) - Virgin Media themselves ignore this.
Other review sites shamefully ignore these reviews too.
Virgin Media has non existent customer service - I mean non existent.
Nothing works - live chat/website - no one ever gets back to you.
The twitter team are a waste of space.
The exec team rang me last week - she was the most nonchalant person I have ever spoken to in a complaints team. I had zero confidence she would do anything right or properly and this week I have been proved right.
I had complained because of live chat, the website, the twitter team and a non response from a letter I sent in a month ago to no response.
B. in the exec team was supposed to mark my contract as cancelled on the 13th April 2020 and credit my final month as an apology.
Instead, on Tuesday Virgin Media have sent me a new contract starting 20th April - Virgin Media are total cowboys.
Never ever give Virgin Media your money.
Reviewer
Kieran
Location
Bath
Date
26/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give them -10 stars I would. They won't stop calling me despite me telling them multiple times not to.
Takes 20 minutes to get through to a human and when you do they're Indian and will happily hang up the call on you.
Reviewer
N Knight
Location
Plymouth
Date
25/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I have today given notice to cancel my Virgin broadband package. Frustrated with its lack of reliability and extemely poor customer service. Told today the isdue may take until 2nd March to fix.No good when working from home! Need reliability over speed. Do not recommend Virgin
Reviewer
Mike
Location
London
Date
23/02/2020
Ratings
Speed
2.00 stars
Comments:
Been with virgin broadband since started think it's time for me to change broadband. When virgin first came about they were ok, but now it has degraded so badly its not worth having.
Reviewer
Bob Spangler
Location
Chessington Tolworth Travelodge
Date
22/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No wifi in Travelodge, 5 days to respond, then "customer service" send me a cut-and-paste email telling me to contact "customer service" to get a reference number first so that they can deal with my enquiry (yes you read that right).
Blithering *********, I would give them zero stars if I could.
Reviewer
John Kilbey
Location
Essex
Date
22/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Upgraded to business broadband. The speeds promised have never been achieved. Very often no internet and poor signal even with hundreds of pounds spent in boosters etc. For the first time in ages I turned on virgin tv and paid £25 for sport. The pay per view chanel never worked. 50 minutes on hold got cut off first time. I have an engineer coming in 5 days time! I wonder if I will be refunded without a fight?
Hurrendous
Reviewer
Margaret Foster
Location
Cheltenham
Date
19/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They are disgusting. They have no customer service and when a problem arises it’s a nightmare to fix it.
Can’t wait to look for another provider
Reviewer
Dean Lindson
Location
Surrey
Date
18/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
After more than 12 years of being a loyal customer with continued price rises from £30 (for TV, broadband and landline) to currently at £58 across all three services, I am calling it quits with Virgin Media.
Recent weeks have seen erratic and multi-hour (even multi day) disruptions continue. Measley compensation of £8 (for every day's loss of service) and resigned apathy from client service agents convey a company culture that is not bothered about customer service.
As I rejected with the aggressive price hikes associated with my previous contract with Virgin Mobile, I am now doing the same with Virgin Media.
When I announced my intention to leave today, they offered me £2 discount on my current package compared to the comparable £44 package that Sky has offered me (saving £14 every month). The costumer retention team didn't even bother to try to match it. Loyalty does not pay with Virgin Media.
Reviewer
Desketo
Location
London
Date
16/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Frequent, sudden outages lasting from fifteen minutes to half a day. Moreover, I have been re-billed for a paid bill several times. Getting reimbursement is a nightmare. No customer service at all, talk to someone is impossible, they ask you to leave messages but replies take days and are often evasive and not straight to the point. Avoid this provider.
Reviewer
Sheri
Location
West Midlands
Date
15/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The broadband speed and reliability was definitely not as advertised but, as I don´t stream or game, it was okay for me.
However, I am now disgusted with their service and attitude.
I am about to move house and I attempted to move my service over only to discover that they do not cover the area I´m moving to. I was then horrified to discover that they are charging me 150.00 because they can´t provide me a service.I was actually told that it was my fault for not checking if the new house was covered before I bought it. Not really a top priority at the time.
I was advised that they were entitled to charge me as it was in the contract. I had, however, never received a contract. I was told that it was my fault as I should have chased Virgin when they failed to send me a contract. It was a costly oversight of mine but I hadn¨t realized. They never failed to collect their monthly payment.
The customer service operative was condescending. She excused their inefficiency as "human error" but my actions were foolish & any consequences my fault. Awful people.
Reviewer
Heather chandler
Location
Kent
Date
15/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media is a joke. After cancelling my contract 3 days after signing up because of their terrible customer service and lack of completed package, they tried to charge £5.40. After speaking to a manager he assures me that the account has been credited to clear this amount. 2 weeks later i notice they are trying to take money from my account. I call them a third time and get told to cancel my direct debit as it has been sorted out on their side. So thats what i did. Then a week later i receive a further letter explaining i owe £5.40. When i ask to be put through to the complaints dept, he says they do not have one and i should do it online.
So here i am complaining online.
DONT GO WITH VIRGIN MEDIA!!!
SKY HAVE BEEN GREAT SINCE I JOINED THEM. THR CHEAP PRICE IS NOT WORTH THE TIME WASTED WITH THIS UNBELIEVABLE COMPANY(If you can call it one).
#virginmediabroadband #terribleservice #wasteoftime #missingparts #cheapinternetevencheapercustomerservice
Reviewer
steve burns
Location
Wiltshire
Date
13/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID AVOID AVOID AVOID AVOID,
I was due to have my broadband installed at 1 p.m. today only to be told the installer had not been left a connection and was unable to do it. Since then i have spent the last 5 Hours making phone calls and being promised call backs that don't come, you get pushed from one person to the next and asked your details over and over again with not one of them being capable of giving an answer, I never leave reviews but feel on this occasion I had to share how bad this company is, in the last phone call i asked 6 people to put me through to the complaints department without ever getting there.I had cancelled my previous provider from today so I am now left with no internet my previous provider has told me it will take 2 weeks to reinstate the service so thank you very much. I will not be using virgin media now or ever in the future.
Reviewer
Jane
Location
Bolton
Date
13/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Recommended 2 people who took up the offer. Saw nothing of the £50 bonus and neither did they. Tried to get this back but customer services either ignored us or hung up on us. Got 2 letters to say that they had tried to get in touch after we used resolver to complain, what a load of rubbish, it was a standard letter and they had never called or emailed. The speed is quite good but it drops every day so cannot be relied upon. As soon as our contract is up, we are leaving them and urge you to shop elsewhere.
Reviewer
Kate
Location
Northampton
Date
13/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Internet down in our area for 3 hours from noon today. Virgin knew it would be happening at 8:30 this morning but failed to inform customers. Poor customer service Virgin, would an email to all affected users been so difficult?
Reviewer
Richard Seaford
Location
EXETER
Date
12/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Terrible service. Virgin have falsely claimed that I was emailed a contract on a certain date, by which I entered a new contract. This is certainly false. I have as a result been trapped into an expensive contract for several months.
Reviewer
Mike Jaques
Location
Billingham
Date
11/02/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
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.
Reviewer
Chris Gee
Location
Lancashire UK
Date
08/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful service, horrible thieves (£43 a month for much worse than £15 a month) abusive ignorant staff, liars, trash, endless harassing phone calls, garbage equipment - awful animals
Reviewer
Alan
Location
Edinburgh
Date
06/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Technical Support is Diabolical. 3 weeks no internet.
Reviewer
Emelia
Location
Nottingham
Date
04/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When I moved into my student house, I was told that Virgin Media was the best choice for broadband. However, there is nothing even satisfactory about it. The WiFi doesn't even work most of the time, and when it does its ridiculously weak. Then when you try and call customer service it takes three hours (not an exaggeration) for them to answer. Also, they have installed an automatic child safe service, which blocks websites that are in no way unsafe for children, and there is no way to turn it off if you use a bill sharing company, since you have no access to the account, meaning that I cannot complete very important work. Overall, I would say that everything about them is rubbish and I wouldn't recommend them to anyone
Reviewer
Miss M
Location
Manchester
Date
04/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I made bad decision getting virgin media, since I had this contract the wifi have barely worked, everytime I have informed virginmedia they have blamed the others never got any correct answer, rude staff majority of them doesn't have a clue about company. Today I received an email that I've been charged extra for company's new upgrade which I was not informed before it got changed such a rubbish company. Give your staff training.. waiting desperately for the contract to finish so I can go back with SKY ..
Reviewer
toewad1 youtube
Location
Manchester
Date
01/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
It's not the speed that is bad when it goes into the router it's superfast, when it comes out of the router, it's super crap the hub 3 is a real piece of *****!!! Oh! and the technical side is abysmal, apauling, they know nothing, nothing, you hear, sometimes they pretend they can't hear you on the phone, and they hang up star clear, they are a greedy, crap, company.
Reviewer
Dan
Location
Brighton & Hove
Date
01/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst service and customer experience I think I've ever had. I have been a customer for two weeks and so far they have failed to deliver a steady broadband service. I've now been down completely for three days and Virgin refuse to cancel my contract without charging me £250, despite their own operative this morning telling me that I was within my 14 day cooling off period - when I called back to activate that, they decided that in fact the cooling off period started from the order date, not the date I activated the service. They couldn't care less about me and showed no compassion at all. I am so disappointed in them. Avoid at all costs!
Reviewer
Joel sisson
Location
West bridgford notts
Date
01/02/2020
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It's on and off all day waste of money
Reviewer
Johnny
Location
Cardiff
Date
31/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
We use Virgin WIFI in the Travelodge where I'm working. I have to phone up regularly on behalf of guests because their system always denies people entry for WIFI that they've already paid for. The WIFI Helpdesk is one of the worst customer helpline I've ever had experience with. One of the supervisors will lie his pants off right to your face. If you have any issue with them then they refuse to help and they leave our guests without the WIFI that they've paid for. They don't seem to understand how their own systems work and when you ask for their managers email to complain they give you a generic office email so they can hide all their many issues and lack of ability. They don't seem to understand their own systems. Really poor.
Reviewer
C
Location
Northern ireland
Date
31/01/2020
Comments:
Absolute worst experience with Virgin. I am counting down the days until our contract ends. Broadband is awful and the customer service is even worse. Cannot come to a conclusion without being put through to 3 or 4 separate people who have no idea who to help.
AWFUL. AVOID!!
Reviewer
John
Location
Romford
Date
31/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
had a broadband fault for 3 months, Virgin media could not rectify the fault and would not compensate a fair amount for the issues.
Reviewer
Corina
Location
London Tothenham
Date
30/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bad experience!!!l don’t recommend at all!they try to charge a lot of money!
Reviewer
Matt
Location
Kent
Date
29/01/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They got my name wrong.
My bill increased 90% after a year.
I was promised 100mbps wired to my house yet never exceeded 14mbps in three years.
Why not change provider? well my BT line within my rented property was too unstable for broadband so fibre was my only option.
Finally I was moving house so it seemed as best time as ever to leave my rolling contract with virgin.
But they would not let me leave without giving them my new address!!!
WHY?
Presumably because now i'd moved my data was worthless to them and they wanted to continue to agressively market me. I had to LIE to them in order to gain severance without giving my new address which made me feel like a criminal.
Over the years i've been with most of the big name providers and it pays to change occassionally, but i can confidently say that virgin media are the biggest charlatans out there. I'd genuinely like to see how theur staff are aggressively trained behind closed doors.
Reviewer
Mark sampson
Location
Manchester
Date
28/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Shocking customer service, 40 minutes on the phone before you get an answer.
You then have to sit on the phone for a further 15 to reset your router. This is if you ever want to turn your router off to save electricity whilst on holiday...
What a joke
They don't care for customer service or good deals, they also seem to dislike keeping a constant download speed.
Fibreglass 100mbps and it's slow?
Reviewer
Mahesh
Location
London
Date
28/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling service from Virgin media!! DO NOT USE!!! You will regret it!! There are far better providers out there that deserve your money, don't waste it on these jokers!!
Reviewer
Rafael
Location
Surrey
Date
27/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
oh my goodness Virginmedia , in simple words Terrible service and hidden hefty fees , they treat their customers as fools. I wouldn't recommend this to anyone.
Reviewer
Darren perkins
Location
Leicester
Date
27/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Please be aware once you are a customer then they dont care about you will not help you in any way and I tried to order extra box for bedroom they said fine £7.50 a month but after a activation fee of 130 pound only first time customers get free activation fee even though they only send box in post and I plug it all in its 130 for them to push button and switch it on please be careful I can not wait for my contact to be up the worse company I have been with going back to sky tv wish never left them :(
Reviewer
Richard Bagnall
Location
Cambridge
Date
25/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
They should rebrand as Virgin Greedier. Charging loyal customers £65 when new customer deals are £27. Shocking.
Reviewer
Becca
Location
South Yorkshire
Date
24/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you could give no stars I would give them that. Worse company ever!!!!
Could never get a signal in any room I live in a 2 bed flat ridiculous to say the least. Call to get someone out good luck they don’t show. The best of all they don’t understand the words of cancelling and continue to charge you even though you haven’t used the services in 2 months. Waste of money £40 just for WiFi nothing else included. These guys love wasting your money and your time. Very contradicting on the phone, worst customer service I’ve know in my life. Honestly Virgin Media you can shove it. GO WITH SKY GET MORE FOR YOUR MONEY DON’T LET THERE LIES GET YOU.
Reviewer
Tom
Location
Bournemouth
Date
23/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Undoubtedly slowest and least reliable ISP I have ever had! Stuck in a contreact and cant wait to escape.
Reviewer
Oliver
Location
London
Date
22/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Most appalling customer service I’ve come across and this was on installation day, thus I was able to cancel. Despite having spent over 4.5 hours on the phone doing the grand tour of idea. It took another 45 minutes to cancel the contract. A new record. AVOID
Reviewer
A mustafa
Location
West Midlands
Date
21/01/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Every two to three weeks it goes down status checker says no problems for a few hours log in wants to book an engineer. Another hour it says we have a known issue late PM it works again
Reviewer
Ian
Location
Harlow
Date
18/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I took the 200mbps deal with virgin media, what they did not say was you only get this speed on 5Ghz network.
As all my devices work on the 2.4 Ghz network and are not compatible with 5Ghz my speed was only about 30 mbps.
I spoke to the customer service department that put me through to there Technical department who know nothing and the read from scripts I got told by someone that works for them. In the end I complained about the way there technical team was treating me and then cancelled my contract. I got told I will still have internet for 30 day but out of spite there technical team cut me off straight away. I spoke to there contract department who said I should not have been disconnected but there technical department would not reconnect me. I am going to speak to Ofcom on Monday and complain about them. I even got told by one of there employees that they charge there customers for fiber optics but only use coaxial cable not fiber cable. I'm never going back to them. Really bad customer service but there engineers are great it's a pity it's really hard to get there engineers out to help you.
Reviewer
Nicholas
Location
London
Date
17/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely disgusting company, was left without internet for over 4 days back in December, same as ALL households in the SW19 area (London).
Filled an official complaint both by telephone and on the website. Regardless of this, no credit was applied to my next bill like if nothing ever happened.
Took a really long call to the customer service team, to be credited ONLY 10£ (out of a total monthly bill of 50£), for 4 days without internet at all that made all my household lose business as we all work from home.
What a joke of a company.
Reviewer
Hugh Jarceholes
Location
Witney
Date
17/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Well now, what a bunch of jokers Virgin Media are. So far it has been over 2 months since we paid them for an install which was estimated to take 10 working days.
It's now over 2 months later and they can't even respond to emails or have the courtesy to provide any actual useful information. Avoid, avoid, avoid at all costs.
Reviewer
Mathieu
Location
BASINGSTOKE
Date
16/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin came in my neighborhood to install fibre. They did it for all of the houses except 2 (Unfortunately one is mine), from witch they left their 'Box' 20m from the house, maybe they considered doing it 'later' and forgot?
Despite contacting them, escalating this subject and being told that we would be contacted - "Promise" - nothing has been done yet and the usual response "Please register your interest and you will be contacted" is getting on my nerves.
Shall this review raise an alarm on an irrespect.
Reviewer
M Ladva
Location
ILFORD
Date
16/01/2020
Comments:
We have had a very bitter experience with Virgin. Without advising, our home phone no. has been lost! They are unavailable to reclaim it due to the time taken to respond to the request. The customer service is horrendous. An apology does not resolve the issue. Stay away from Virgin!! Would not recommend it!! Rating of -1
Reviewer
ED
Location
Bracknell
Date
16/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely the worst internet I have ever used or even seen in my life. Legitimately unusable. Download speeds drop to 50kb/s and max out at 1mb. It genuinely stops working randomly and my ping online averages about 20 and spikes up every few seconds to about anywhere in between 100 to 20,000 ping (100 being borderline unusable for internet browsing and 20,000 being daylight robbery of our money for an internet that is fiber optic!) I seriously hope that no one has to experience the frustration of attempting to get this crippled internet to work properly. I
Reviewer
Simpy j Johnston
Location
Leeds
Date
15/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
All I can say to keep it short is this is the worst company for all round service on this planet,,
AVOID AT ALL COSTS
Richard Branson should be ashamed of himself running such a Micky Mouse company.
Reviewer
Bazza
Location
Harlow
Date
14/01/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
We pay for 200 Mb internet and it's normally around 130 Mb and we pay £37.50
In three years we only had a problem with our lane line and while the engineer was here they fitted a one modem. Great service and reliability.
Reviewer
Greta
Location
Reading
Date
14/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
DO NOT SELF INSTALL. I opted for self installation hoping for a quick start as my new house had a Virgin connection box. I received an email saying "We may need to do some work on your property to make this connection, and we'll get in touch if this is likely" but did not hear about this further. On the day the contract started, I was given the go ahead to start using the broadband, but after a few attempts to set up and messages/calls to customer service, had to get an engineer in. The engineer came 2 days later and it turned out that the house had not been connected to the street box. In the meantime, my partner paid £30 to his phone service provider for extra data to be able to work. I have asked for a refund for these expenses as they occurred as a direct result of Virgin failing to inform me that the service would be delayed. Customer service have been completely unhelpful with my request and keep coming up with reasons not to refund me, the latest one being activity on my account between the set up and the engineer's visit, which is completely impossible as the house was physically not connected to the network.
Reviewer
Brummy
Location
Birmingham
Date
14/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The worst customer service ever if you have to deal with indian call center. Had to call 3 times for them to give us the correct package at the correct price.
Best thing is to use the thinking of leaving us option as this is uk.
Cannot fault the speed or reliability, nobody has faster or more reliable broadband, and they know this. If only they could improve customer service!
Reviewer
faruk ibrahim
Location
blackburn
Date
14/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rabbis service, they have disconnected my broadband without inform me before my contract end I already paid in advance, I have lost my half day work and no internet during my son uni exam, when I tried to contact to customer service they did not know about my disconnection they keep transferring different departments almost for two hours, finally admitted they have disconnected by mistake I will get my service back in 72 hours, I asked for compactions they have clearly refused. Very bad service for big company. I think someone need to take legal action against about these of type service.
Reviewer
Gabriela Marcu
Location
LONDON
Date
13/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
If there was a possibility to chose no star at all I would! I've been years with this provider but in the last 2 years it's the worst PAIED service I have ever received IN MY LIFE! The service will be good for a couple of months after closing a contract after that it will keep dropping with no access to Internet at all I had called so many times I get tierd of... They will say, we see you have Internet, when actually you don't... Its unbelievable!!!
Reviewer
Denis
Location
Cambridge
Date
11/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Absolutely ridiculous. If you ever decide to contact Virgin Media remember to record all your calls. To lure new customers, they are lying and cheating when discussing broadband plans; after you agree to a contract you start receiving sudden demands of paying twice or thrice the originally advertised price. A kind of a strange way to win some customers loyalty but they should have some plan behind it. Absolutely unacceptable.
Besides, the internet connection they provide is often censored, so apparently insecure, and vital ports are blocked. Not worth the price.
Reviewer
Jasmine
Location
Devon
Date
11/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I had no issues with Virgin until my contract came to an end and I tried to leave. Once they knew I was cancelling, they made everything as difficult as possible and added extra charges that I did not owe. After 5 hours on the phone to them, I finally got through to someone helpful and they cleared my account of what I owed and shut it down. All seemed fine until I got a letter from a debt collector saying I still owed them £15. After a further 2 hours on the phone to them, they finally admitted that they had billed me for this incorrectly and cleared my account. Unfortunately, not before this late payment affected my credit score. If you ever plan on ending your contract with Virgin, I’d advice you to stay away.
Reviewer
Reiss
Location
London
Date
08/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have seen multiple people say this but I was getting an internet speed of about 20 mbs when on ethernet even though I was paying for 350.... not to mention that it would randomly drop for 10 mins multiple times a day and throw users off for no apparent reason. In total probably spent about 10 hours over the phone because you have to wait an eternity to even be connected, once you get there most of their employees can hardly speak english and they tell you everything is fine when you specifically tell them it isn't. An Engineer came round and told my to call and get a complete refund because I wasn't getting the service I was paying for, when I asked over the phone for a refund they told me I could have 20 pounds off my next bill haha. Virgin is a joke and its borderline theft, stay farrr away from them!
Reviewer
Neil
Location
Basildon
Date
08/01/2020
Comments:
Virgin media is a very absolutely useless provider. The customer service is useless. No one knows what they are doing kept passing me from piler to post. Waited for router to be delivered via yodel for 3 days and still waiting. No one is taking responsibility. PLEASE before u consider virgin media shop around first.
Reviewer
David
Location
Woking
Date
08/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
1) Not being notified of appointments
2) Not getting updates
3) Support who have no ability to tell if an engineer will turn up.
4) One support person seemed to just make up a time which was completely wrong.
5) Getting told only a few minutes before an appointment that it was going to be that day.
6) Taking an afternoon off work, for the engineer not to turn up.
I'm also highly dubious of the 3 stars they have, as their Trustpilot score is 1 star.
Just appalling
Reviewer
Jacob
Location
Surbiton London
Date
08/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst experience ever. This company is a nightmare . I am now forced to pay premium price for premium speed of 350Mbps , what I get is 6Mbps , DON'T FALL FOR THIS , IT IS NOT POSSIBLE IN THIS COUNTRY TO HAVE CONSTANT SPEED OF OVER 350Mbps , ok ,it happens due non peak hours , but then drops drastically in the evening to the level so bad even basic apps like facebook are not working smoothly . There is no one to help . Customer service help line sends you to India where people are lovely I agree but they have no idea what are they doing and they are simply not able to help you even if they want to . YOU WILL BE STUCK WITH RUBBISH NETWORK SPEED AND YOU WILL HAVE TO PAY OR VIRGIN WILL DAMAGE YOUR CREDIT RATING - YOU HAVE BEEN WARNED !
Reviewer
Maureen
Location
Devon
Date
07/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely abysmal service now no broadband for 16 days. Cust service non existent online complaint link doesnt work. 2 scheduled engineer visits nobody turned up. When they did they didnt know what for and no tools to fix cable also as 6.45pm couldnt see anyway! If I could score zero on all points I would. Complaint sent recorded delivery still no response 4 days after they received it
Reviewer
Filip
Location
London
Date
03/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
This is the worst company I have ever dealt with.
Their broadband router only works in one room.
Their customer service is absolutely terrible.
It takes 30 -60 mins on average to get through to someone and often they are not able or willing to do anything.
To make matters worse calls often get just off after the long wait.
They did not deal with my complaints.
When I asked to leave at the end of my contract they promised me free wifi extenders to make sure the broadband works all around the house. When it came to it they did not provide these and instead insisted I pay an extra fee per month to get them. This is of course after I had signed a new contract.
Reviewer
Melbourne
Location
Derby
Date
30/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Richard Branson what has happened to…
Richard Branson what has happened to your company. The service is worst than NTL now. I have been a loyal customer for over 12 years and you’ve lost me on renewal.
Customer service is disgusting it may be cheaper to tender abroad but it’s a false economy.
No knowledge or understand of customer needs. Poor complaints system.
I could go on but you’ve got your knighthood your living in the sun and screw the very public that supported you.
Me no Virgin Media phones flights or holidays. I’m only one person but I suggest if anyone else is unhappy boycott the brand.
Reviewer
Jan
Location
Birmingam
Date
28/12/2019
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Not good
Reviewer
Dennis
Location
Bromley
Date
27/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I have been with virgin and before them NTL for many years but service had become progesssively worse so I am changing provider. The broadband speed varies from around 40 mps to 5 mps and is unreliable. Their call centre line often cancels mid call requiring a redial. If the line does not cancel it can take 30 mins or more to get to speak to someone about the problem, at this stage they may deny there is any problem os simply refuse to understand the problem, it doesnt help that their call centre is not based in the UK and their staff may not have English as their first language. If they do agree there is a problem there is not easy refund process.
I am changing provider.
Reviewer
Dana
Location
ILFORD
Date
23/12/2019
Ratings
Satisfaction
2.00 stars
Reliability
3.00 stars
Comments:
Wort customer service, stupid T&C to be in the business's favour!
very disappointed :(
Reviewer
Stefan
Location
Warwick
Date
21/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had only bad experiences with Virgin Media, from start to finish:
1. Sales: I called Virgin Media to get broadband. The guy was on a Monday morning mood, could barely understand what he was saying, he made no effort to speak clearly, instead he started shouting in the phone thinking that might help. He gave me broadband and mobile in a bundle which was good as I wanted
mobile as well, but thinking of getting it from EE. We arrange for service installation on day x between 13.00 - 18.00.
2. I see one day that there is a cable lump coming out of the ground on my patio in front of the house. The patio looked messy, I could see that too. No one told me anything about this, so I thought it might be the council doing whatever works in the area. Really poor communication from Virgin.
3. Day x comes and the technician gives me a call at 12.00 saying he will be at my property in 10 min. I say I'm away as I made plans for the morning and will be there just before 13.00 when the allocated slot for installation should begin. The guy shouts at me in the phone and says if I'm not there at 12.30 he will leave the property and mark this as a missed appoitment. Then hangs up on me. I had to rush through traffic as I was away on a course in Birmingham.
Finally got home at 12.45 and saw the guy already drilled 3 holes in the house and mounted an outside box. All these without my approval and in my absence.
I immediately stop him from progressing the work as it is a rented house and didn't have landlords approval. He immediately starts moaning that I am wasting his time and that I should've get the landlords agreement before hand. I say you're wasting my time as it is before 13.00 and in theory this is my time. I say I didn't know we had to drill holes etc as no one told me what the installation involves. I thought it will use the existing infrastructure in the house,
i.e. just swap the existing router from Vodafone with the Virgin Media one and set that up. The guy keeps sucking his teeth and moaning about the waste of time. At 13.00 he leaves saying he won't waste anymore of his time on me. How rude! He made such a big deal of his time, that he actually screwed everything up and left
at 13.00 when the allocated slot was starting. I wanted to mention it to him, the fact that before 13.00 is actually my time, but I was afraid the guy will snap and start being violent. So I left it there.
4. Later on a lady from the pre-install team calls asking what happenned. I tell her the story and then say I would like to cancel my services as I didn't appreciate the technicians behaviour. She insists I should carry on with the installation and asked for an installation date. In the mean time I went to the agency down town to talk to the letting agent about this as they weren't answering the phone. They said it's ok to install and the landlord is happy with that.
I informed the lady about this, but said I wouldn't be able to be available for the installation soon, so I'll go to a different supplier anyway who will post the router through the letter box for me to install it myself. She kept insisting I should go forward with installation. She put so much pressure on me and also started making me feel bad for not finishing the installation saying they went to such great lenghts to get another installation date for me. I realised the abuse and signed out saying I definitely don't want to go for Virgin Media services anymore.
Now they ring me every day to ask me to install the services and every day I say no. I'll have to bar the caller at some point as this can't continue like this.
Really abusive people. I would like to get in touch with a regulatory authority to mention this as I don't think this is good behaviour. I actually think it's abusive!!! If anyone is aware of this kind of authority please leave a comment to the review.
Reviewer
Mazen nasser
Location
Kingston
Date
21/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
3 days without internet for 100s of people not acceptable! So unhappy! Virgin media I have been a loyal customer for years I am so unhappy and your customer service is awful now complaint raised! FED UP CUSTOMER !
Reviewer
Frank
Location
Watford
Date
20/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was sold broadband by Virgin Media with the premise of "up to 100Mbps speed". Whenever measured the speed never exceeded 19Mbps. Then I paid more for an improved speed. This time I was offered "up to 200Mbps speed". Again whenever measured the speed never exceeded 70Mbps. What does "up to 200Mbps speed" really mean? It means anywhere between 0 and 200Mbps! Now I am with an honest provider who promise a guaranteed minimum speed (not 0) and they certainly honour their pledge. Virgin Media are a bunch of cheating liars thieving the public. In fact they deserve no stars at all.
Reviewer
Ruta
Location
London
Date
19/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had a horrible experience with Virgin and would not recommend it to anyone I know. I will certainly make sure not to ever be a customer again. This is what happened:
I subscribed to the service October this year, however the owner of the apartment adviced 2 months after that they're selling the house and I need to move. Little I knew Virgin was not providing service in the new place I managed to find through a lot of stress and hassle.
After trying to get out of Virgin whether they're going to be expanding in that area so we could find a compromise, I was advised that:
-they don't care what the reason for the move is-read T&C's-yoire gonna be charged the cancellation fee
-find a property that is within Virgin's catchment area (hello...did you try to find a property in London? It's stressful enough and I'm not gonna look for something that is within your catchment to make a decision ehere to live)
-transfer the contract to my other property (I wonder what understanding do people working there have about their customers....do many customers have second properties? Or are you incapable of thinking about your customers out of your golden tower)
Virgin never ever asked or suggested to even consider finding a solution, or suggesting an alternative.
They will not listen to you and you will spend an hour hanging on a line just to find out that the only answer is: read the t&C's...
Reviewer
Mei Wong
Location
Birmingham
Date
18/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Sam
Location
Harlow
Date
18/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The worst customer service i have ever received. they always have to transfer you to a different team and then I have to complete security again. this normally happens 3-4 time then they eventually tell you they cant help. then you ask to speak to a manager and they hang up on you.
Reviewer
Naz Rej
Location
Ilford
Date
17/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The worst customer service
The worst customer service. Atrocious. Incompetent. Unable to speak to anyone without account numbers or 'area codes' and a very very difficult task to obtain them which leaves you stuck. Not helpful especially when you want to clear bills and have the means to do so but are unable to because of their process. This then leaves a negative footprint on your credit file through no fault of your own. Tried to speak to an online chat log, file a complaint, live text message service.... nothing worked to speak to someone. Finally when you want to cancel all of a sudden they care, explained why I was giving my notice and said I would have happily paid more just for a satisfactory level of service and when they gave up on retaining me as a customer they became aggressive on the phone (interrupting me, talking over me, abruptly hanging up). Requested a final bill to be sent to me by email on 2 separate occasions, I know they have my correct email address as they send me emails demanding me to send their equipment back (which I promptly did anyway) but fail to send me any correspondence saying I have an outstanding balance, which has now again affected my credit profile. Disgraceful. Please avoid this incompetent company there are far better service providers for better value for money too. I will never use ANY of their services.
Reviewer
Joe Wragg
Location
Stockport
Date
16/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Recently separated from my partner and wanted her name on the account. It's been 3 months and they still cannot sort this out, plus they charge a whopping £20 to do this. My ex understandably had enough of the mess of paperwork and went with different provider. I called to close to account with Virgin and they are making me pay £134 to close the account claiming I'm in a contract though this was not made clear over the phone, and surprise, surprise they don't have access to the recorded telephone conversation. Been a loyal customer for years. They are a nickel and dime you company. Never use them again. Never recommend them.
Reviewer
John
Location
Swansea
Date
15/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Recently changed as speed was becoming worse. In this process I realised they had tied me into a two year contract at a much higher price without my knowledge or agreement. Whilst making an enquiry back in May the virgin employee had locked me into this. Looking at other reviews on the Internet it seems to be a common problem recently. Since complaining about this Virgin has lied to me (by their own admission) and not responded at all to my complaints. I no longer trust this brand.
Reviewer
Mark Perez
Location
Tolworth
Date
14/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have been a VM customer for over 30 years when they were still Blueyonder.
for last 3 years they have really been unhelpfull and USELESS.
Wi Fi and broadband is non existance at weekendsand the tech support is CRAP
Reviewer
Navid
Location
81 Edgehill Road
Date
13/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Lee
Location
Southampton
Date
13/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Broadband customer with Virgin for over 10 years,,as soon as I tell them I am leaving due to moving house(which will take some time) they present me with a bill for £92,, £87 of that being because I needed to leave mid contract.
Regular loss of internet in evening and night for 2+ hours sometimes for the next day as well.
If you call to complain they just continuously repeat the standard format for dealing with complaints.
Make a better choice.
Reviewer
George
Location
Hamilton
Date
13/12/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
supposed to on one the best package with broadband speeds of 500 mbps but lucky to get to 1 mbps, we had them out several times and the issue magically fixes then 1 month later back to 1 mbps why??? Customer service is a joke and feed up getting the international tone meaning I will speak to someone who will just book an engineer for the least reason and send them out with the wrong fault information grr!!!!
Reviewer
Mei Wong
Location
Birmingham
Date
12/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been a Virgin customer for 16months and subscribed to and been paying for 350mb broadband and tel line. In 16months I have yet to experience a single week where the broadband is actually what virgin promised to deliver and what actually I pay for!!!! ie anywhere near the 350mb, instead I have Ookla tests (approx 70-100 recorded test) on my phone for the last 12months and they consistently show broadband speeds of around 30-70mb!!!! I have rang up
Virgin customer services on at least 10-12 separate occasions comparing about the lack of service and after 4 engineer visits and 9 months the problem is still there and yet to be resolved!!! Engineers acknowledge problem but make small fixes and leave and problem literally returns as soon as engineer leaves! Last engineer could not even get speeds of 100mb!!
No offer to recompense loss of service and to date continue to charge me full price for the service eventhough they completely failed to deliver the service promised! Cannot even offer a date where problem will be resolved!!!
I cannot wait for any other provider to offer these speeds as I will switch instantly and never return to Virgin.
I would strongly advise anyone looking at Virgin as a supplier to avoid this company and disgraceful service and look elsewhere!
Terrible unprofessional company that don’t even have an email address for customers to make any complaints or feedback!!!
Reviewer
Jam
Location
Sunderland
Date
10/12/2019
Comments:
Was out of contract told them to cancel it before it ran out then proceeded to take another 50 pound out of my bank account then send me another bill for month after for 37 and saying i have to give them 30 days notice even though contract was ending and contacted customer service they say i will get 13.41 back really !!!! Its not my fault your customer service didnt cancel it had problems from day one had 3 hubs off them internet was going on and off constantly i am taking it to financial Ombudsman
Reviewer
fafa
Location
borehamwood
Date
09/12/2019
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
The relation between virgin and us is one sided. I could never contact them. The costumer service is very active just before signing the contract. After that they said goodbye and never answered.
Reviewer
Simone Vernikov
Location
London
Date
09/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unbelievably terrible customer service and security team.
I am a broadband user, but my account has a security/fraud issue that blocks me from buying a pay monthly sim (It's a mistake they made according to the operator, a double account was created).
I have been trying to contact them for WEEKS, but everytime it goes like this:
1. Contact the operator
2. Do an half an hour procedure to verify my identity
3. Operator transfers me to security team
4. Security team DOES NOT ANSWER to the transfer
5. I get redirected to initial Virgin Media menu
6. Over to point 1.
This for like 15 times over the course of weeks. I was even given a direct number to security/fraud team, raised multiple complaints but nothing: NO WAY OF CONTACTING THEM.
This is C R A Z Y: I want to buy a service from them, they bugged my account and THERE IS NO WAY OF REACHING THEM.
Reviewer
Simon
Location
HP4
Date
07/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Service has declined. Main problem is availability because the loaded latency is up to around 400ms most of the time according to fast.com speed test. I was hit by price hike and pressured to upgrade from Vivid 50 to Vivid 100 which I refused to do because of poor responsiveness of simple database apps on the connection. I have been urged to make a complaint but that is just too hard to get through to do. I think I will have to resort to snail mail. Contract started 22Oct17 Time to leave.
Reviewer
SD
Location
Manchester
Date
07/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Customer service is very poor. Also have very aggressive sales tactics. Overall virgin media make life very difficult for customers to manage their accounts and/or complain. I would never recommend and am looking forward to leaving.
Reviewer
Annapurna
Location
PORTSMOUTH
Date
07/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Virginia media is one of the worst service provider I have ever come across, their offers are trap so don't fall for it as they have so many hidden costs Which you will know at the termination of the contract.
My experience was alright when I was with them but then I explored X Y Z cost which was never clearly mentioned in my contact. When I asked they said this link that link.
So be careful!!! If you decide to go ahead at your own risk
Reviewer
Nick
Location
UK
Date
06/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Dreadful. Been signed up 3 weeks and already facing an internet outage with 6 days until they can get an engineer to my house and now having to use annual leave at work to be at home waiting for them.
Not allowed to cancel as I’m ‘outside cooling off’ but to be having problems 3 weeks in is appalling. Customer Services incredibly unprofessional ... to quote their CS team who said to me on the phone: ‘some agents want to go the extra mile to help but other agents don’t care’. Speechless.
I had 10+ years of flawless uninterrupted service with TalkTalk... wish I’d never left. But for 3 years Virgin Media hounded our village with leaflets and door to door sales people after they installed here - every month was junk mail or someone knocking. We finally caved and what a regret.
Reviewer
Will
Location
Warrington
Date
06/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Whatever you do, don't show them any loyalty. At the end of my contract, they put the price up by £15/month. Retentions said that if I cancelled my contract then they would cut me off for 30 days and I would regret it!
Go ahead, cut me off.
Reviewer
Matt
Location
West Midlands
Date
05/12/2019
Comments:
Awful customer service. Wanted to cancel my broadband, was directed to wait "a minute" by a representative who then proceeded not to transfer me for several minutes, instead just muting on his end.
After an hour, I had to hang up. Regular people don't have several hours to just wait on the phone. My issue, unresolved.
They have no desire to help and certainly work as hard as possible to make cancellation a miserable experience.
Avoid at all costs.
Reviewer
Alicja
Location
Salford
Date
04/12/2019
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Mid contract price increase from £27 to £31! 15 % price increase was after 5 months I signed the contract. Very disappointed.
Over charged by £20 - the mistake admitted by the virgin team, still waiting for the refund after few months.
Reviewer
G Matics
Location
Leeds
Date
04/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
The only positive about them is the broadband speed. I've been a customer of Virgin for over 3 years in two different properties. In the first one it took me several tries and hours spent on the phone to get an engineer out and replace the faulty router, the second time there was regular outages for hours at the end almost every 3 days.
Checking their website they were aware that there were issues at my postcode so it couldn't have been a problem at my property.
Their router's range (Hub 3) is awful, I couldn't get proper speeds in the next room, had to use another router in the house (and no, this is not normal as with my router from Zen I get proper Wi-fi signal and speeds through several walls outside in my garage).
And of course the despicable price hikes and constant haggling with them so they can lock you in for at least 18 months every time.
Even though I could get it for less than £30 for the broadband, the peace of mind, range, speed and reliability is just so much better for £10 more a month from Zen.
Also they tried ripping me off at the end and my complaint is still not resolved after months.
All in all, avoid at all costs!
Reviewer
Chris
Location
Edinburgh
Date
30/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Broadband good but very expensive. Phone and pester lots to upgrade package and having been customer for over 5 years find myself locked into contract when wanting to leave, hasselled into getting extra channels at apparently no cost which seems to have locked me in. Bit annoyed...
Reviewer
Sarbita
Location
Birmingham
Date
30/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid virgin media at all costs! They are treacherous and hike their prices all the time and will then offer you a "promo deal". This is something that several of my friends and family have experienced first hand too! They will then slap you with early termination fees as to scare you off of leaving.
I've never had to deal with a company that is so treacherous and am taking this to Trading & Standards.
AVOID VIRGIN MEDIA
Reviewer
Daniel
Location
Swindon
Date
29/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I am a current customer of Virgin Media, called to upgrade / take advantage of a black Friday deal, I spoke to one person who redirected my call I was then on the phone for 30-minutes no answer problem not resolved. Im not happy at all considering leaving, they don't believe in looking after the customers they have got.
Reviewer
julia
Location
bristol
Date
28/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Never met such a terrible company for customer service- random bill charges - still send bills after I left - and then say I have not returned Router - really very difficult to contact anyone to sort out anything about bills, account or anything else - have to speak to loads of different people each time- and call costs usually charged for. Cut believe this company gets away with so much!!!
Reviewer
Monika
Location
UK
Date
28/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service is non existent, if there is an issue expect at least 6 months before it is resolved as all people working in their customer service team are clueless. And that is if you can get hold of them
Reviewer
Karen linchfield
Location
The vanilla unicorn
Date
28/11/2019
Comments:
The internet is so bad speeds are so bad customer service is bad and I disconnect from the WiFi every ten minutes even though we’re paying £60
Reviewer
Ahmed Khan
Location
Kingston
Date
28/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer services department is full of Psycho's, even on chat (when they know everything is recorded they are nasty at their best).
When you broadband contract is ending and you are about to pay more they will try their best to up sell you.
The first thing you should say to them is my broadband contract is ending and I would like to terminate the service when it ends....
At this point only they will try to give you a better price and package.
I did a mistake, my broadband contract was about to end and I wanted to sign up for another year, the person on chat was just not willing to extend me to another year unless I upgrade my package to double the speed!
At this point I was pissed off, signed up for another provider and called them to terminate my services, to my surprise they were very polite initially, is there anything we can do about price? I said no I already discussed this, sorry please close my account.
Now they know that I'm sure to leave, their nasty side kicks in....
Sir you need to give us one month notice if you wan't to leave, I said I only signed up for 12 months minimum and after that can leave any time, they cannot do that.
Unfortunately they are in business of providing very high speed broadband, which I don't need....
I stream on TV, computer at same time, while 3 mobile devices are connected and no issues with a 36MB broadband connection....
I'm done with VM once and for all, having used them for 5+ years.....
Reviewer
Nina
Location
Edinburgh
Date
28/11/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I fail to understand the amount of negative feedback Virgin has online. I’ve recently had Virgin installed and from day one I’ve had nothing but amazing customer service from the Virgin team - they’ve always been in contact letting me know of any changes or dates/times of when things are happening and I’ve had any questions answered. The service is brilliant and has been set up much better than Sky, the engineer fitted everything so neatly and was very professional. Extremely pleased with the swap from Sky as I had nothing but terrible issues with them.
Reviewer
Stuart E
Location
Cambridge
Date
27/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Dreadful customer service. Problem with Tivo. Had tried calling them now for nearly 2 months but have never got through even though I have tried at all times of the day. On every occasional my telephone handset has run out of battery before it can get answered. Have sat with piped music on hold for over an hour and still not got through every time. I would cancel if I could find a way to contact them and tell them! Avoid at all costs.
Reviewer
sarah
Location
nottingham
Date
27/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful customer service, the call centre is the worst they are always mumbling, so rude and no clue what to do. Total wind up merchants. The service has an outage every other month, usually when it has been raining what a joke. Please get UK only call centres, what a waste of money repeatedly calling to get one person who can actually help me.
Reviewer
Michelle
Location
Liverpool
Date
26/11/2019
Comments:
No stars from me as the service is shocking. My internet is slower than ever and when i called to try and get my problem sorted the very unhelpful lady put the phone down on me
Reviewer
Dan
Location
South Yorkshire
Date
25/11/2019
Ratings
Satisfaction
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Virgin media is probably the best broadband provider. However, their customer service is absolutely non exist ant. Expect to spend hours on hold if anything goes wrong or you want to ask a question. If you choose the text service it takes at least 6 hours for a response which is more than useless. Wish I tried BT first. (ps virgin media has minimal employment in the UK, the majority of jobs are now in the Philippines)
Reviewer
Ian
Location
Kirkby in Ashfield
Date
25/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media are the worst customer service company i have ever had the misfortune to have to contact.
I moved house recently and advised Virgin media with three weeks notice on the day I was moving they advised me they would not be installing my services and they had no idea when it would be. I have lost count of the number of people I have spoken with provided information to verified my account with to be ask the same questions five minutes later.
I have now been advised that it may be the first week in February before I get my services reconnected by Virgin.
There customer services experience is terrible it is done by text message that they take for ever to answer and then ask the same questions as previously.
So I am a customer with over 20 years of loyalty who has simply moved house and now cant have any service until February and today my email has stopped working and I can no longer send emails but its not there fault. Oh yes and I have been told if I am not happy i can simply go elsewhere.
I am sure this is by far the worst service I have received form a service provider. A definite 1/10 experience that i can't complain about because I don't have an account but do have an account and that no one at virgin will actually take any ownership of they just pass you around to someone else.
1/10 Definitely stay away from this company if I were you poor service and lack of customer care and even though I have wrote this I know Virgin will take no notice or care at all.
One very hacked of Virgin Customer
Reviewer
NoSenseMade
Location
London
Date
25/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Ive had Virgin Media for quite a few years now, And they seem to have gotten worst. The Speeds are constantly slow, The other morning I was getting 1mpbs download speed on a package with 60 mbps is meant to be the average. The Customer Care has been replaced by a system of menus that keep you from speaking to an advisor and hang up on you after you've been on the phone for 10 minutes. After calling back, you finally get through and have to deal with some ill trained Person repeating the information that the automated voice has just told you while you were waiting. They are willing to compensate you for the downtime but only after you call them every time you experience an issue, but this means you end up wasting even more time on the phone with them to tell them something that they can probably already see on their system. Not a good expereience with them at all, Its not all bad but incredibly frustrating dealing with frequent loss of internet.
Reviewer
Andrew
Location
Currie
Date
25/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
So when it works it is pretty good but that is WHEN it works. It’s over subscribed in my area and VM don’t have a clue. Their support is just dire! I work from home... so they then tried to sell me the business package.... but it’s through the same infrastructure so why would I pay more for the same sub par service?
I downgraded my internet from 300 to 100. They were adamant I had to have the 300 as I was chewing up some 1.5-2tb a month of data! Muppets! The volume of data I consume has no correlation to my speed. Did I notice a difference? Nope!
When I have an issue.... they cannot tell their arse from their elbow. The kit is poor quality (goes with their support).
BT are now in the area, Virgin Media have had the monopoly in the area for far too long and become complacent. Thinking that as only they were providing super fast broad band to user in the area they could get away with doing nothing!
BT fttp is now live so just ordered up.
Reviewer
Riley
Location
Leicester
Date
24/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Can’t express enough how terrible my experience has been with Virgin Median. Had no WiFi for a week and no one will tell us anything, other than problems in area and to allow long. I have been promised 3 Manager call backs which have not happened and again just told to allow longer as issues in my area. Just told them I want to leave and told would have to pay fee to leave early. Please avoid at all costs as I have just told my husband “Virgin Media have broken me” .
Reviewer
Graham Butcher
Location
Chelmsford CM1
Date
24/11/2019
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very good service but a bit pricey
Reviewer
Amin
Location
Middlesex
Date
23/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
My contract is expiring to-day I rang to see if there is a deal or can I stick to what I have at the same cost, but I was put on hold for about 58min just to get an reply NO DEAL only for NEW CUSTOMERS … this is against the LAW NEW or OLD customers can qualify for the same DEAL as advertised on TV or the NET.
I was talking to some junior who did not understand as to what I want so I asked for a manager who kept me on HOLD for that long to give me a reply NO DEAL … what a crap service
Virgin Media needs to listen to this phone conversation and replace these kind of managers who don't have respect for their customers.
is VM become so big that they don't need customers .. read the reviews of other customers and get working to employ better staff.
I wish there was an option to give a -* instead of 1*
Reviewer
Josh
Location
Leeds
Date
23/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Terrible... Simply terrible! We need the speeds due to the amount of devices we have in the house and the amount of downloading done... But DAILY the network goes down. Random times. Tried calling to get it fixed but as it's a 3 month ongoing issue I cannot get through to customer services as I get a automated message saying "On going issue, engineers working on it"... Terrible terrible service. Wouldn't recommend to anyone unfortunately.
Reviewer
Dora
Location
High Wycombe
Date
23/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Simple questions asked about their current deals, so I know whether it’s worth waiting for their engineer to come out and confirm whether we are able to have fibre broadband in our area. (We had just moved to a new property) My questions were perfectly valid, as they have black Friday deals on at the moment, with cash back options, and so do many other providers. I am shopping around as it is my right as a consumer, and of course I will try to find the best value for money. Rosey via the webchat was incredibly condescending, unprofessional and rude. One of responses was “you need to be patient with us before you take advantage of our deals. Alright?” And then she left the chat without saying anything else. I was not impatient, and I wasn’t at all rude, I was just making an enquiry. But I’ll take my business elsewhere then, shall I. :)
So glad I experienced the appalling customer service before I joined! Thanks Rosey, if your colleagues are half as bad at their jobs as you are, you have actually saved me a lot of headache.
Reviewer
Angela Harrison
Location
Wigan
Date
23/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely CRAP! Rubbish customer service team who are only interested in increasing your bill. Once you leave they still try to rip you off by sending you another bill. BEWARE rip off merchants!!!!!!!
Reviewer
Nabakumar Singh
Location
London
Date
22/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Absolutely pathetic customer service.
They put you on hold for quite a long time. Rather than trying to fix or help to fix the issue, they pass the call from one team to another , keeping you waiting for long time. Sometimes , you wait for more than hour.
Take long time to respond. Please have a live chat feature to make it less painful for customers.
Reviewer
Aimee
Location
Cardiff uk
Date
20/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Customer service is a joke. I waited for 45 min, but it was the wrong department, said would transfer me to customer service who passed me to faults, waited yet again for a looong time to i hope the proper department. Sky is cheaper and easy to contact.
Reviewer
David Goode
Location
Wigan
Date
19/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been a customer of Virgin for many years on an M200 plan but getting no where near it. Latest Speed test from Virgin..Download 37.63 Upload 20.75.
Yet paying for fastest plan, been like this on and off for days. Seems like you get the true speed for a while when a new customer and then dropped to a rubbish rate when they have your monthly payment.
Reviewer
Steven Willoughby
Location
Middlesbrough
Date
19/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I'm lucky I can get this review to you as my broadband has been disgraceful. I'm currently on 120mbps with 5g contract.Im cancelling my bill as I've been with them for over 7 years and for 6 of them years never had a problem.This past year my broadband wasn't performing as well as it should and wouldn't even work some days.It seemed slower for some reason as I use Netflix and was having streaming issues.Now, I'm on 5g with 120mbps,streaming Netflix shouldn't be a problem...right?I kept ringing them up about issues and for some reason,after ringing them up my Internet would work again for about 2 weeks before a problem happened...again.After a few phonecalls and complaining I've had enough.Ive just checked my Internet speed and I was shocked.Theyve billed me for 5g 125mbps for 7 years and I've just realised that I've only been receiving 2g at 75mbps.How long this has been happening,I do not know but the scary thing is,it still works my Netflix etc.Probably been receiving 2g 75mbps for the whole 7 years.Do not put your trust in this company as I have,I've been robbed as a loyal customer and am deeply disgusted.
Reviewer
Rebecca
Location
Medway
Date
17/11/2019
Comments:
Isn't worth any stars. If you manage to speak to one decent person in their customer service team then you are lucky. Originally had huge issues over receiving the box because it hadn't been delivered and each time i rang to ask, I got told it had already been delivered which was very clear it hadn't. Spent two whole evenings on the phone to them, until I lost my patience and they then decided to send someone out to me to install it free of charge. At the time i told them i wouldn't be paying for the time it took them to install it which they agreed. They offered compensation of £5 for everyday late it was but sent me through a cheque for a quarter of this. To top that off i noticed a charge added to my bill for the amount of the cheque they sent me, so they had charged me for my compensation! A month later my complaint got resolved because they couldn't get hold of me, despite having my email, phone number and home address. Obviously they try so hard (NOT). I set up a direct debit for payments and it was showing on my bank account but they didn't collect the money and have tried to charge me for a late payment fee. Needless to say, i am fuming, another 2 hours on the phone to them. Be very aware they try to slip in additional charges on to your bill and thy purposefully make the bills unclear. Compensation still hasn't been added on despite them saying it had been added. I regret choosing Virgin media, bad experience 15years ago but thought they might have changed so tried them again, what a stupid mistake that was. Never again would i go tto them. It's so bad i am contacting the financial ombudsman about my options. Please don't use Virgin Media, save yourself the trouble, it takes ages to get through to anyone and they are very rarely able to rectify anything. They certainly only do things when you refuse to accept their nonsense
Reviewer
A Coolman
Location
Central London
Date
17/11/2019
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I have not had to ever deal with customer service directly, but the have been increasing reliability problems. Its now become common to net to get spotty and slow service in the evenings for an hour or so. And the last 3 days have been terrible. Even in the morning.
Reviewer
David Lane
Location
London
Date
17/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
My broadband would just stop - current stoppage is over 2 days. You call them and wait an hour on a premium line. Then you get some guy in Deli who is polite enough, but gets you to do pointless things and still not Internet. NO INTERNET. Just USELESS. This will cost me my job, they don't give a ****.
Reviewer
Sue
Location
Rotherham
Date
16/11/2019
Comments:
Broadband been off solid since the 4th of nov, to be told would be back on 6th, then to be told the 11th, then to be told the 15th, now to be told the 22nd of nov, I don’t hold my breath,,, shocking service, and lied to day after day...
Reviewer
vicki
Location
Lincoln UK
Date
15/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Unacceptably poor experience. I would not use Virgin Media again if they were the only internet provider on the planet.
Charged for Sky Movies, couldn't cancel it, no option online, you have to call, called multiple times, holding for over 15 minutes more than once, no answer, eventually got through, had my call dropped twice, Virgin say no proof of call subject, so refuse to reimburse and suggested a mediator would see it the same way if i took it further, I only wanted internet, i only took TV/Free 3 month offer due to sales telling me it was minimal price difference!
I submitted an online complaint and written letter to Virgin, received a very poor, generic response letter weeks later stating aim to resolve/be in touch within 7 days. Took a month and another online complaint to receive any cotacted.
To top it off, i moved to Norfolk - Virgin dont supply there - so they charged me the full contract fee (£150 outstanding) as THEY were unable to supply me a service in my new home. Awesome.
Reviewer
Mo
Location
Barkingside
Date
15/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Apart from speed all else is bad - don’t fall for their free offers as this nothing but trap. When you want to cancel free offers, you will have to call and wait for a long time.
Reviewer
Ab
Location
Nottingham
Date
14/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Live in Nottingham. Broadband been off since yesterday spoke to someone after waiting for 40 minutes no explanation why it’s down and no compensation what so ever!! Also this isn’t the first time it’s happened virgin are always having issues and we receive no warning or explanation every time. Sky here we come!!!!
Reviewer
RUTH GROVER
Location
HARTLEPOOL
Date
14/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
In July I cancelled my services with Virgin.. ALL 3 They knew I had cancelled TV/Broadband and Telephone, retentions were constantly on to me to keep me !
They have been chasing me for payment for the home phone this last couple of weeks !
It seems when they said 'do you want to keep the same number' and I said . 'Oh ok ! I'm used to it, I will'... it means the number stays open until your next provider comes for it.
Sky didn't. Nothing at that point was said well, if they don't come get it you pay!)
(When Sky installed and the number didn't go over, I just laughed and thought, well that didn't work ! ).
Virgin took it as the line has stayed open and is charging me. Every month and late payment charges (because I haven't been paying a bill I didn't know I had, I never go back into the Virgin account).
They have refused to cancel the charges... Saying because of non payment, then the line will stop on December 27th, until then all charges including late payment charges will be added and I have to pay ! FOR THEIR MISTAKE !
They said when I was allocated a new phone number I should have gone back to Virgin and told them ! How was I to know to do that. I cancelled and they accepted my cancellation. I cancelled the landline and they accepted that. Not being informed if the number doesn't go over you haven't cancelled at all and pay for a line you will not be using !
TO SAY I AM FURIOUS DOES NOT EVEN COME CLOSE.
Reviewer
A.Reid
Location
Suffolk
Date
14/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
How useless can one company be, i moved and they couldn't supply service so i requested to send my equipment back it's been over a month and no packaging then i get a email saying i will be charged £135 for none return of equipment, I contacted them and spent over 2hours trying to get them to actually post the packaging so i know where to post it and after the 2+ hours i was told the packaging would be sent in 5-7 days only to get a email today saying they are posting the packaging to the OLD address! I can't even fathom how they could get this wrong! Then on top of how useless their customer service is they think they will charge me for their stupidity. And don't even try calling i waiting over an hour on the phone it's beyond a Joke! Companies should be fined for such incompetence.
Reviewer
Daniel Jany
Location
SW11
Date
14/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Thieves, and rude on the phone (sarcastic customer service representatives)
Reviewer
Shannon
Location
Newark
Date
13/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
After having multiple issues with them I submitted a complaint in August. They've still not got back to me, when I phone up it's lie after lie
Reviewer
Michelle
Location
Barnsley
Date
13/11/2019
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've never seen such bad customer service. They have put phone down on me twice when trying to cancel my contract. Internet connection is so slow you Can't watch a lot of programs. And took the bill out early
Reviewer
David Wagget
Location
Chatham
Date
12/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
What a joke, diconnected all my services without prior notice, admitted the error was their's and 3 weeks later still without a phone line that used for business, CS is appauling and no-one says sorry.
Reviewer
Zoe
Location
Dartford
Date
11/11/2019
Comments:
Absolutely disgusting service they have been ripping my mum off for years! They are terrible to get hold off. STAY AWAY FROM THEM. they do not care for customers. They say they will get back to you they are liars.
Reviewer
Nik
Location
Pinner
Date
11/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Copy of my complaint email to Virgin CEO Lutz Schueler:
Dear Mr Shueler,
I am writing this email whilst on hold with your customer service team, 41 minutes in at this point, being passed from customer service to cancellations and back....
I have been a customer of Virgin for over 15 years and have had enough over the last month with my broadband not working properly. After giving Virgin over 9 attempts to resolve the issue I have now decided to cancel the contract as I cannot afford to be taking time off for your engineers to visit and being late for work whilst trying to resolve the issues. Not to mention the many hours spent on the phone with your customer service, wasting my evenings and weekends.
1 hour 3 minutes on the phone with customer service & counting.....
I have now been told that I will have to pay a penalty as I am contracted to Virgin until February 2020... this after paying you for a service that you were unable to provide. I am sure that under my consumer rights I should not be penalised for cancellation of a service that you did not provide adequately.
Oh, I have just been advised that customer service closes @ 9pm and that someone will call me tomorrow. Over an hour on the phone...wow!
This attempt to play hardball with customers and pressure/ force them to keep parting with their money for an inferior, sometimes non existent service will only lead to Virgin Media gradually losing total confidence from their customers and as you well know bad reviews travel much wider than good ones.
One of the issues that pushed me over the edge, was Virgin's total disregard for their customers time, offering a discount of £32, for not providing adequate service for a month impacting on homework, coursework, working from home and general tasks which are all very dependent on having an internet connection. In addition the 2 days off work for engineers visits, being late for work and a wild guess of 10's of hours wasted on the phone with customer service - at least it felt that long. Plus penalty clauses for termination of a service not received as paid for.
I would like to think that a reputable company the size of Virgin respects and treats their loyal customers fairly, which is why I have gone to the principal directly with this predicament. Normally large organisations take their lead from the top and are the mirror image of their leaders.
I would like you to intervene, contact your cancellation team, to advise them that they are entitled to only 3 attempts to resolve the issues - let alone 9 attempts, before they are obliged to accept my termination of the contract without any further penalty charges applying.
On another note, I have been contemplating moving all 4 of our mobile telephone contracts to Virgin Mobile, actually moved the 1st one just last weekend - which I am now thinking was a mistake and maybe I should utilise the 14 day return/ cancellation period. All of Virgin Media should be very careful how they treat their customers as there may be knock on consequences if consumers feel that they are taken for granted. Customers are easily lost but very difficult to then regain their trust.
I will await your response for the next 7 days, until Thursday 24th October 2019, after which I will be forced to make a formal complaint to OFCOM and request their recommendations on my consumer rights relating to this complaint.
I most sincerely hope that you will respond to this complaint and use it to try to improve Virgin Media's service provided to it's customers, as well as change my current impression of the company, too big to care about their customers views.
Best regards
*THE RESPONSE*:
We would like to thank you for taking the time to contact us today.
We are very sorry to hear that you are unhappy and we will endeavour to resolve your issues as soon as possible.
Lutz is currently not available to deal with your complaint personally, however we have passed your email onto a member of his team, and they will be in touch with you as soon as possible in order to assist you with your queries.
We look forward to discussing this matter with you in the future.
Kind regards,
Roopa Murugan
On behalf of Lutz Schuler.
Nearly 4 weeks have passed, nothing more from the CEO's office, I do wonder where this disdain for customers comes from, from the top maybe?
I THEN HAD THIS EMAILED TO ME:
Get the Bigger bundle with M200 Fibre Broadband for £49 a month, if you stay.. Show images
Hello Nik,
We're really sorry to hear you want to leave Virgin Media.
Before you go, there's this exclusive deal we're hoping can change your mind.
If you stay with us for another 12 months, we'd like to give you the Bigger bundle with Maxit TV, M200 Fibre Broadband and inclusive weekend calls to UK landlines, for just £49 a month for a whole year.ˆ Then standard pricing (currently £83) after that.
Keep enjoying more of the good stuff, for less
With this exclusive offer, you'll get:
M200 Fibre Broadband with
an average download speed of 213Mbps†
Over 230 channels
All the action on BT Sport, including selected Premier League
and UEFA Champions League in 4K on BT Sport 4K UHD*
With European Rugby
Loads of incredible channels in glorious HD
Tons of brilliant TV Box Sets and Virgin TV Exclusives
Plus, Talk Weekends, which includes weekend calls
to UK landlines, Virgin Mobiles and 0870 numbersϫ
All for just £49 a month for 12 months,
if you decide to keep your Virgin Media services.
Does this tempt you a little?
MY RESPONSE:
I clicked on the link and accepted their offer to stay, IDI0T!!!!!!!
THEIR CONFIRMATION OF MY NEW CONTRACT:
Hi Nik,
Thanks for making those changes to your Virgin Media package. You won't need to sign a new contract.
Quick recap of what you now enjoy:
Your new package now includes:
TV: Maxit TV
Broadband: Discount - M100 Fibre Broadband
We've removed:
TV: Full House TV (XL)
Broadband: M200 Fibre Broadband
Here's how your changes affect your next bill:
Your next bill will be generated on 27th November 2019
Your next payment is due on 12th December 2019
Your new monthly bundle cost is: £56.75*.
Your next bill will be £45.04* which includes CR £11.71 to cover your changes up until your next bill period. There is also a one-off charge of 0.00 for installation or activation.
We've attached a receipt will full details of your new package, plus all the details of costs. If you have any questions about your bill, please visit My Virgin Media.
Kind regards,
The Virgin Media team
SO TO RECAP:
They offered £49 per month + M200 broadband in their email and when I clicked on the link to accept that I then got a confirmation of £56 per month + M100 Broadband, this to try to convince me to stay, hahahah.
When I contacted them to ask why the difference in offer to confirmation they told me they couldn't change anything and that I would have to send them proof of the offer. I have to prove what THEY sent me in a an email, I still can't believe it whilst writing this.
I then advised them that I want to cancel that change in contract and revert back to my cancellation date of 16/11 as they did not supply the contract that they originally offered. They had the cheek to say that I have to give them 30 days notice and pay penalties.
I have advised them that I will only pay for my services until the 16/11, the cancelation date agreed without penalties before they tricked me into extending the contract. I will cancel my direct debit and they can take me to court to explain to a Judge how they tried to con me.
*** BEWARE OF VIRGIN MEDIA _ CUSTOMER SERVICE IS A SHAMBLES_YOU GET PASSED FROM INDIA TO SCOTLAND TO INDIA TO SCOTLAND...…...DON'T SAY I DIDN'T WARN YOU***
Reviewer
nick edwards
Location
Poole
Date
11/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
DO NOT USE VIRGIN FOR ANYTHING.. Virgin media are a joke. customer service is non existent, just hope you dont have a problem with them as you will never get it resolved.
Reviewer
Laura mitchell
Location
Wallingford
Date
11/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Have been ringing virgin for five days with no satisfaction. They gave me a new pass word and now cannot find me as it is not working.. a new sim was sent, when I tried to activate it asked to give password, which they say is not on their system, so am without any phone. Bought a pay as you go until I get myself a new provider. What a joke,,
Reviewer
Leanimate
Location
Belfast
Date
10/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
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.
Reviewer
Kate Melton
Location
Lincoln
Date
10/11/2019
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Comments:
I referred a customer to get £50, I rang back 3 bills later as I hadn’t received it. This month’s bill says I owe them £50 which I must pay immediately or my poor service will be removed. It is cancelled off further down so I still haven’t got my £50 but they are sending emails demanding £50 that I don’t owe them, they owe me. So far I’ve had 1 1/2 hrs on the phone and people seem to be incapable of sorting this out or understanding what I’m talking about. The person who joined got there £50 immediately.
Reviewer
Sonia Davis
Location
Birmingham, West Midlands
Date
09/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please, please, please for your sanity and peace of mind, don't go to this company for your home phone, broadband or any other service(s).
Listening & "hearing" you as the customer is not a privilege you can rely on when liaising with this company.
You'll get more from watching paint dry or picking yer nose, the choice is yours!!
Reviewer
Jane
Location
Birmingham
Date
08/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Total rubbish service and very belligerent call centre. I may have said the ‘f’ word once and that’s not good/was called out in the style of “this is being recorded so I shall hang up now”... Grand, get on with it. If your service is so poor that I’ve been on the phone for nearly two hours I think I’m allowed a little profanity.
Reviewer
Paul Stacey
Location
Date
08/11/2019
Comments:
Very bad customer service.
Check your bills. They will rip you off.
Staff are not properly trained.
Rude engineers.
Would never recommend.
Reviewer
Quinsat
Location
London
Date
06/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'm writing on behalf of my 92 year old mother who Virgin Media have just screwed for £160+ cancellation charges. If you're considering using them, you should anticipate not just the poor technical performance for which they are infamous, but also that they treat any attempt to escape their craven, greedy clutches as a profit centre. Don't be deceived by the glamorous marketing. They are a truly vile company.
Reviewer
Ann
Location
Orpington
Date
05/11/2019
Ratings
Speed
3.00 stars
Comments:
Slow service paying for something im not yet paying for no phone awate to speak to someone an hour or more even better if my company if look after my customers past and present
Reviewer
frances tinkler
Location
wirral merseyside
Date
04/11/2019
Ratings
Customer Service
2.00 stars
Comments:
not happy with my bills
Reviewer
Nic
Location
Cambridge
Date
04/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Virgin mis-sells systematically: When I signed up for a broadband plan with virgin (108mbps speed for £25 per mths), I was told the TV+Broadband deals would be available to me at the same price as to new customers, should I decide later to upgrade. This is not the case. Instead of the £35 set-up fee and £41 per month cost of the so-called "Big Oomph" bundle, I am now told the set-up fee is £114.99 and the monthly cost over £100. I am told it is not possible to rectify the situation, given that the original call was not recorded (contrary to what I was told at the time as I waited to be connected). It is clear to me that the sales representative to who I initially spoke wilfully mislead me in order to increase his customer conversion statistics. The fact that Virgin does not track this practice is contrary to law and good business practices.
Reviewer
john
Location
manchester
Date
03/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Constant downtime with virgin media, there status page always says nothing wrong in the area, however they tell you in a message when you call in that there is a problem, talk about misleading old and potential new customers.
Customer service is the worst i have ever come across, you can call in on 5 seperate times and be told 5 different things, the backside has no clue what the elbow is doing.
I've been told going forward that although for pretty much 2 weeks i will have suffer with 2mb speeds when i pay for 200mb speeds that i will still have to pay the full amount and there is no comensation because i have not been without service totally for 2 solid days, i am pretty sure watchdog will be interested in this.
Absolute disgrace of a company with zero customer regard.
I would never advise switching to virgin media.
Reviewer
Steve Jackson
Location
London
Date
02/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The broadband itself has been good so far. The problem is I agreed a deal and when I paid, found it wasn't the deal agreed. The first person I phoned hung up on me, the complaint got ma a callback from somebody who told me the deal was good enough in their view so they weren't doing anything, called me a liar about the first call and ended up telling me they had me trapped in their contract and would screw me over if I tried to end it. Attitude, we got you now and are happy to rub your face in it. Best avoided.
Reviewer
Chabi Suberi
Location
Wembley
Date
02/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I have used VM for some time now. The only reason I am using them is because of their somewhat better connectivity or speed than others. They have an awful lot of failures, for example, their billing system is confusing, I am told that they do it purposely to bill the customers extra by generating different bills and bargaining on them with the customers. It is ridiculous that they increase their price in between the contract period even though during the signing of the contract they promise they would not, some customers service staff have no idea what they are talking about if you have any inquiries and for the same inquiry, you get different responses from the customer service and you feel you are scammed. Whenever I use other services, I never have this issue and the bills are transparent and straightforward and if there is any mistake they refund the money without you even asking. It is no wonder that their review is so bad. It is high time they improve if they want to provide quality service.
Reviewer
Dan
Location
Glasgow
Date
01/11/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
People come online to leave negative reviews but I'm here to say that I've been with virgin for about a year now. Super fast WiFi and good customer service. Good value for the money. Highly recommended
Reviewer
Bobby
Location
London
Date
31/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Called for disconnection of broadband on 18th May having switched to a different provider.
Virgin Media sent me a bill for what I thought was the final bill, until another bill for the same amount came through in October. This was when I knew something was wrong, so I called Virgin Media only to find out 1) they have not disconnected my broadband, 2) they have no recollection of the 18th May, and 3) asking me for payment still!
I raised a complaint asking why this was the case but all I get is their staff chasing me for payment! I’ve called numerous times to follow up with my complaint I raised online but they weren’t interested in listening to me, nor have the knowledge, nor put me through to the correct people as they allegedly they were the right people and there’s nobody else that could help. They asked for money during every phone call and offered what they called a £10 “discount” if I paid on the spot and even better, I still am blamed throughout the call for not calling to disconnect! They’ve stolen well over £200 from me for overpayments for 4 months!
Now I’ve also become a victim, I would advise everyone to avoid Virgin Media like the plague; worst customer service ever, zero courtesy, reflects in their reviews all over the internet!
Reviewer
Jo
Location
Reading
Date
30/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don’t waste your time and money for Virgin Media. Their customer service is rubbish. They don’t care about their customers at all. I spent 6hours on the phone with them during the last few days and they couldn’t resolve my issue. I spoke with every single department and everyone said something different. Not helpful at all. The manager is not available. Never. I guess there is no manager at all thats why they have that mess.
Virgin Media customer service is a joke.
Worst experience ever. Stay away from them.
Reviewer
Kotsos
Location
Glasgow
Date
30/10/2019
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Raised price on new fibre broadband contract 4 months after for 2.5£. This will sum up to a nice 30£ in a year...for what? For Broadband only they give better price on uswitch and then raise price on existing customers.
Reviewer
Owen wright
Location
Tamfourhill
Date
30/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've had virgin for a while, service is nice but the wifi is absolutely garbage. I play on my xbox alot and i cannot even go through a match of COD or play a game of GTA without the game ether lagging me out or just overall lagging. Would definitely not recommend
Reviewer
Gunavathi Mani
Location
Edinburgh
Date
28/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
£35 was taken as Activation fee, though I went to the store collected the kit, called the number and activated.
Reviewer
Tina
Location
Swansea
Date
27/10/2019
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Virgin your having ha laugh, iv been loyal to you for 9 years, well its time i left now.
"We" entered into a contract, having taken the person's name date & time, the price you gave me for 12 months has apparently not been noted so you have been taking £10 a month more out of my account tgan what we agreed.
Told you i will leave when my contract is up and now you want me to enter into another contract for £4 discount, so i will leave as soon as im able and will not reccomended your service..!!
Reviewer
K ward
Location
Perthshire
Date
27/10/2019
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Virgin media in my area is an absolute joke, there isn't a month goes by, when we dont have a fault in the area & an engineer is on their way. Or the wifi router is playing up, currently now waiting on a new 1, as it has finally died. So have been without broadband & on demand services for 5days now. Then to top everything off, they have a great deal online, limited offer with sky movies, prime, BT sports £60. But if I want this order as an existing customer (13yrs to be precise) I cant have this deal as it's for "New" customers only!!!! I have to pay £70. Dont think so. Luckily I'm out of contract with Virgin so 30days notice has now been giving. I'll be going else where. Not amused Virgin Media!!
Reviewer
Psul
Location
Lincoln
Date
26/10/2019
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Comments:
Awful internet and the customer service is totally rubbish got a problem with it not working at all and turned around said no problem i cant help you when clearly there is so rude on the phone parming me off
Reviewer
MS
Location
Manchester
Date
25/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Keep increasing prices every 4-6 months without any notification. New customers have cheaper deals and old customers treat like a **** and have to pay more. Customer services ****. Call them and wait for at least 30min to speak someone. Unaceptable.
Reviewer
GD
Location
london
Date
25/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Worst customer service in the UK. Endless call systems, call centre dreadful, visits missed, charges keep being added
Reviewer
Deivid
Location
London
Date
24/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Promising promises at the beginning when you sign a contract. Then everything goes wrong.
Since the first week of my 12 months contract, I had an issue with the broadband. I was making written complains and had to call them for the first 2 months. The broadband was unstable, cutting me off the internet constantly. Some evenings, when you come back after work back home, you could not use the internet as there was an issue with the signal (Virgin has admitted it). And that lasts for weeks. I never received compensation for that ether can't use internet for days but they charged me for the full amount even thou I ask for the partial refund). After few first months of beeing with Virgin and having an issue with the signal, they don't even bother to send the engineer to check my connection, to check the router or whatsover to solve this.
After 2 months of everyday complains by me, they send me an email explaining that there is nothing wrong with the internet and that I have a right to seek an advice by the independent company.
So I decided to just wait for the end of my 12 months contract and look for another broadband provider.
The instructions on how to end the contract are not clear on the Virgin website. It says that if you have a 12 months contract, you don't need to do anything, just give them a call at the end of your contract. But when I called them, they say that I need to give them 30 days' notice. Which wasn't advertised. They suggest me to read the fine print.
More issues raises with my last bill. When I gave them a 30 days notice, I received the bill for the full month (because I was late with my notice, the amount should be for 21 days, not for 31 days of that month). So I called them again. I've spoken with the customer service, and the agent agrees with me and she promised to me that the final amount will be recalculated and sent to me. Which I never received. Just before the disconnection of the services, I have received the same bill again (of £44.50) plus the bill stated that my next bill is on the way for the amount of £96. Now that is ridiculous.
I called them again... the agent this time ensures me that this is a mistake and that they will correct the bill and will send me the next day. The very next day I have received a bill for £96 instead of £30 (because £44.50 was for a full month from 1st till 31st. I used services from 1st till 21st, the amount should be ~£30. That what agent agrees and ensure me). So instead of £30 once again I received the bill for the amount of £96. THAT IS TRIPLED! And that is after the correction?!
I am still fighting for my rights at the moment!
My suggestion - avoid Virgin media by any means, there are better broadband providers than this. The customer service is pathetic. The broadband is pathetic as well. Been using many different providers and Virgin is one of the worst ever!!
If you in a similar situation - don't be afraid to fight for your rights!
You can ask for professional help at resolver.co.uk
Do not trust empty promises before you sign a contract. You will be hooked and will never receive a services that you were hoping for, the customer service is careless. Always trying to overcharge you by any means.
Do you know that last year Virgin media raised £2.8 million just for overcharging their customers? Think about it!
AVOID BY ANY MEANS - you have been warned.
Reviewer
David B
Location
SHEFFIELD
Date
22/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Extremely poor. Had it for 6 weeks. It worked for 3 days in total. It took 1.5 - 2.0 hours to get through to speak to them and in the end they didn't sort out the problem. Now trying to get my money back.
Reviewer
Dvaid
Location
Doncaster
Date
22/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had Virgin for 6 weeks, worked for 3 days. It took 1.5 - 2 hours to get through to them every time I tried. I was told the problem was with the modem and they would send someone out the next day. Nobody turned up.
Reviewer
Unhappy customer
Location
Oxfor
Date
22/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have had an account with VM for more than 10 years. Over that time, but particularly in the last couple of years, the service and broadband speed and reliability has deteriorated to the point where I have decided to switch supplier.
Reviewer
S Curry
Location
Sale
Date
22/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Company will do anything in their power to deliberately overcharge customers, will not respond to complaints, fail to process cancellation properly, and their "customer service" (if you can even call it that!) is incredibly rude. Worst company I've ever dealt with
Reviewer
Angry
Location
Southampton
Date
21/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Had high hopes dashed, unreliable, worse than sky, all I do is reset the router, Re sync the booster, and give up trying to watch the tv. Really angry as you can’t get hold of customer service at all, they have an automated texting service which will keep the pointless go nowhere conversation going for days on end. No one cares, seriously going to find out how to complain. Fuming new customer
Reviewer
Amir
Location
Hertfordshire
Date
21/10/2019
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Not happy with their poor speeds. Was told 100mbps. Was fine initially. Soon after, the speeds slowed down and never really picked up. Unreliable speeds. Customer services not very reliable. Especially when it came to renewal. They wouldn'tgive me a half decent offer. Whereas other people who have faster sppeds have told me they're getting bundles much cheaper than what virgin media was offering me. Every time I called, the renewal price offer seemed to increase.
Reviewer
PreSlav
Location
London
Date
21/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute bullcrap of a company. Indians barely speaking English over the phone, never managed to help me with anything... been on the phone 32144341 times already, paying for 200mbits and getting 8mbits download???? Texted me if I want the technician to come one day earlier as there is an available hour, I texted back yes, they said it's been changed. On the next day I receive a message it's been cancelled.
Reviewer
Tomas
Location
Date
19/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Over for 3 years with Virgin media I never had any problems, internet speed was ok. Apart customer service nightmare ridiculous. When you signed a new contract they are very helpful,everything smooth and easy. But after when i decide to cancel contact after 3 years I felt like in the court, they were asking so many questions more likely personal questions which I don't have to tell at all what I'm going to do in the next 6-12 months, this is my personal things and you never know what's gonna happen tomorrow even. It took me more than two hours to cancel contact, I been transferred to many times to a different departments and been talking with 6-7 different people, also they disconnect me 3 times, first telling me can you wait I will put you on the hold and after 2-3 minutes you hear Lovely beep signal on your phone. I wasn't happy at all, ridiculous. Finally I had to ask for cancellation team manager, he was very helpful and cancel the contract. Cost for me to many nervous, in the end I had to take some medication to calm down, too much!!!!!!!!!!!!!!!!! Not happy at all and never gonna recommend for anyone........
Reviewer
Bhupinder singh
Location
Le4 7gh
Date
18/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I dont want to say anything look my rating and estimate howmuch i satisfied from there service and speen of network they just say 100mb but it is not true
Reviewer
Darshan
Location
HARROW
Date
18/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Total rubbish.i keep phoning to complain but the keep saying to reset the router.and there is nothing else they can do.i have phoned around 15 times this year and I still have the same problem of very very slow WiFi speeds.it takes around 20mins to load a YouTube video.
Reviewer
one
Location
Brighton
Date
17/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
They rewarded me for being a good customer by increasing my charges to 15%. When I rang to see what could be done about this I was offered a different package which was 30% higher!!
They just dont get it and totally fail to engage with genuine concerns about the hugh price hikes which ar eway in excess of inflation.
Reviewer
Margaret lines
Location
Glasgow
Date
16/10/2019
Comments:
Worst customer service I have ever received from any company. They denied I had cancelled my TV and continued to charge me. I even paid the cancellation fee. Every month my bill included the TV and every month I phoned. After 6 months I left paying everything except the TV. Now they have sent a debt company after me for the money I DIDN'T OWE. Stay away from them unreasonable unreliable and incompetent company.
Reviewer
Adam Gretton
Location
Bath
Date
16/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
We had so many issues with our connection, the engineer came to our house 5 or 6 times in the first few weeks. They eventually gave up, so I asked to cancel my contract. I was told there would be a £200 penalty for leaving early. The connection stabilised eventually to we left it. However, they have now put my prices up with no warning and have refused my request to cancel the contract again. Therefore, I am now going to have to waste my time making a formal complaint.
Reviewer
Graham
Location
Worcestershire
Date
15/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
They only get one star as that's the minimum you can give. I would give them zero if possible.
I have never dealt with such an incompetent company. I requested that my package be reduced both in writing and by telephone yet it took three months before I was told it had been actioned. What a surprise when the following month nothing had changed and they were still billing at the higher rate despite telling me I would receive a refund. Finally moved my account to another supplier and the incompetent staff at Virgin Media are still billing me (now at the reduced rate) although I am not even connected to them.
Also spent three years contacting them regularly to get access to my online account. Didn't actually get anywhere with them and never managed to have access to my account
In addition the broadband speed which was supposed to be 100Mb was only 38Mb yet my new supplier managed 42Mb on a 40Mb service.
Take my advice and avoid at all costs.
Reviewer
Anton
Location
London
Date
14/10/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
The internet connection itself is OK. I really have very moderate needs for internet. I think internet speed is lower than advertised, but I am fine.
But recently Virgin Media disconnected me due to their internal system error out of blue. After about 1 hour of communication on the phone I finally found out that there was an error on their side and I was disconnected. I was informed that reconnection would happen somewhere on Wednesday. This is 72 hours, but in working days. Since it happened on Saturday, I am now experiencing 5 days without internet. We work from home, so the work is partially blocked now. And, come on, it is 21 century (probably?), why would reconnection take so long? In a well-organized company it should be a click of a button! Especially taking into consideration that it is absolutely not my fault. This is not reliable at all! And I got no excuse from the personnel! As if it is something normal! I have chosen Virgin Media and payed more, since I wanted better reliability, but it has not proven to be reliable.
Also, they have absolutely no idea about customer loyalty. After my first year they offered same tariff, but with increased price!
Reviewer
Stoyan Andreev
Location
Bath
Date
14/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worse ever broadband provider ! Charging me for second tv box when I actually have only one TV at home , how t hell will use 2 tv box with 1 TV , absolutely ridiculous!
Reviewer
Mark London
Location
London
Date
13/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Definitely the worst internet provider I have ever had. In 1 year my internet has stoped around 75/125 times and had no service for over 5 werks. My contact has run out and I will never go back even if it's £5pm . Do not sing up to this dreadful company. The help line is in India. Very hard to understand and no real help us giving. It's a nightmare trying to get any sort of refunds.
AVOID AT ALL COST
Reviewer
Darren
Location
leicester
Date
12/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible company, greedy, only after money. Constantly pester you to get you to keep upgrading. Demand money of you that you don’t even owe them! Always putting prices up. Very expensive. Will NEVER use Virgin again
Reviewer
LondonTIm
Location
London
Date
10/10/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I was with Virgin for years. They just kept hiking the price. When I complained they argued with me about "costs going up" and offered nothing. The last increase was the final straw: up to £44/mo for vanilla broadband.
I wondered if I really needed it, so tried tethering to my 4G phone. I discovered it really wasn't necessary atall. Streaming, printing, etc all fine over my 4G phone. I may need to pay an extra £2/month for usage, but that's all.
When I called to quit they offered a 50% discount. That confirmed to me that they didn't need to charge £44 atall and that they were just seeing what they could get away with and for years I've been over-paying.
The conversation reminded me of all those I've had over the years with Virgin commercial staff (technical are fine): if they think they can sell you anything they are cocky and pushy, when they realise they can't they are sullen and unhelpful.
So if you want a provider who will keep increasing their prices on you until you threaten to leave, then these would seem to be the perfect guys.
Reviewer
Elle
Location
London
Date
10/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have been with Virgin only for approximately 3 weeks. The internet only reaches one room, the room with the router. It has been impossible to contact Virgin's customer service, when I call them I get put on a queue and then the phone call cuts off after 15mins of waiting. After two weeks of trying, I finally managed to get hold of someone through their chat. Turns out they can't offer a free solution. I would have to pay for a booster which is charged monthly to get internet in more than one room. The flat I live in is small, so this is a really unpleasant surprise. I would not recommend.
Reviewer
Dan Hargreaves
Location
Newcastle
Date
06/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Virgin media' service in general is quite simply appalling.
1. Customer service.
I have contacted Virgin media a few times since having their broadband installed at home.
On each occasion they have been difficult to get through to the correct department they have had a lack of understanding and a lack of general care.
It genuinely feels like virgin employ people straight off the street who couldn't care less about customers.
2. Billing
I have no idea what kind of system Virgin run on but it's heavily flawed and completely ridiculous.
After a separation from my wife she took the phone number and moved it to another provider.
Because I had removed the phone from the service my bill changed from £45 per month to £67. Where is the logic in that?
I then cancelled the service all together and my final bill was over £100 instead of £40/50.
I then had a message to contact virgin where they told me they had made an error with the billing and would recalculate it while I was on the phone. They reduced the bill from over £100 to £36.
I honestly believe if I had not called I would have still had an incorrect final bill.
3. Complaints
A complete joke.
2 complaints raised and NO responses.
4. Fastest internet!
No! It's not, it has loads of crappy latency and fluctuates so much. I have found Plusnet VDSL more responsive and more reliable.
With virgin I had to reboot the router at least once a week.
Conclusion:
Virgin media are another large company who only care about money and not the people or the product.
Their call centres primarily consist of people who do not understand English as their first language.
Their prices are ridiculous and billing systems are pathetic.
If your reading this and consider virgin as a provider, don't waste your money on supporting this abysmal company.
Reviewer
suzanne
Location
plymouth
Date
06/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking service, such a scam! £40 a month we paid and the wifi cut off every couple of hours, couldn't even use it... then £98 to cancel for wifi we already couldn't use?! ABSOLUTE JOKE!! AVOID!!
Reviewer
Soraya
Location
West Yorkshire
Date
06/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish. Keeps crashing out, customer service very rude and piss taking too. They cut me off after waiting forever on the line. And the cheeky git told me broadband is have problems in my area and would be sorted in December. My birthday my actual birthdays: Being October now. False advertising and **** and rude customer service. Need to update and employ better staff.
Reviewer
Mo Ash
Location
Ilford
Date
05/10/2019
Ratings
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Recently switched over from Zen on my kids wishes but since moving over we have been facing difficulties with broad reliability and inconsistent replies relating to virgin internet status.
Reviewer
vimal
Location
london
Date
04/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Complete rip off. We have been with Virgin since past 6 years. No problem what so ever till 5.5 years. Since last 6 months sudden price jump to more than double without any written notice. And now on termination they hike the price again so in short they don't care about existing customer.
Worst thing is, the price is more for just broadband as compare to broadband with phone and tv. What a cheeky way to sell everything even though nobody uses telephone line these days
Reviewer
Shaun Daly
Location
Hungerford
Date
04/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Cant believe how I have been treated by Virgin Media. Sales person lied to me about the contacting my old provider to transfer over. Engineer could not connect me. And to fix their error it is going to take a further 2 weeks. Wasnt even told about the new date. Customer support and are really unhelpful. Would not recommend
Reviewer
rowan
Location
Edinburgh
Date
03/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
absolutely rubbish, so many hidden costs, built on lies and absolute scammers. speed would often crash out, and constantly harassed with phone calls and letters. talktalk much better
Reviewer
Simon Bruus
Location
Oxford
Date
03/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute joke, literally nothing went wrong. Called in to cancel but they didn't log it so they charged me for an extra 2 months, when I told them I had left the property and couldn't return the equipment they charged me for that too.
I advise anyone to actively avoid Virgin Media.
Reviewer
LuciaM
Location
Fulham
Date
02/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was expecting installation on the 16th of September. On the 15th, they called me to tell me they would need to pospone to the 3rd of October. Today, 2nd of October, they have sent me an email to tell me they are not coming until the 16th of October. In the meantime, I have not only lost one month, but I have also spent a lot of money using my mobile phone data to be able able to work on my laptop. WORST SERVICE I HAVE EVER EXPERIENCED
Reviewer
Marian
Location
Manchester
Date
02/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Customer service is horrible. We rang in twice to cancel our contract 2 months ago when our contract ended. However, they failed to cancel the contract and we were left with a sum of money to pay in order to cancel it. They did not acknowledge that it was their fault and forced us to pay for their mistake. Never again
Reviewer
Joshua Whittaker
Location
Clapham Common, London
Date
02/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service. Minimum 3 call attempts and 90 mins plus to get anything done. They'll try everything they can to scam more money from you. The customer service team is based in India so it becomes extremely challenging to complete what you set out to do when calling.
Reviewer
Stephen Cowley
Location
Edinburgh
Date
02/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Virgin Media cut off my broadband following a confusion about the addresses in my block of flats without my permission and have been unable to reconnect in 10 days despite numerous telephone calls and explanations. They are unable to give me a timescale and I have been misled repeatedly by a member of their sales team about their intentions.
Reviewer
Andrew
Location
Oxfordshire
Date
01/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Virgin claim to provide fast broadband, not fast (or reasonable)
service!
I feel my recent experience with Virgin Media does not even deserve 1 star.
Background
I wanted to save some money, so I contacted Virgin Media to find out what was the best price they could offer me. They were advertising a great deal for new customers. I had been with Virgin for 10 years and was told that new customer offer was only available once per household. Despite me telling Virgin Media that I was unemployed and was looking for ways to reduce my monthly outgoings, I was twice offered a new deal that would be more than I was already paying. A clear indication that they were not listening to me. I re-requested that they give me their best deal. The ‘best’ they could do was nearly double the new customer offer I mentioned earlier. I declined their offers and said I would be looking for an alternative provider. I was out of contract and was free to leave.
‘Good’ Deals
I did some research and found what looked like a fairly good deal with Plusnet. Contacted Plusnet, I accepted their deal and agreed an installation date. I called Virgin Media back to confirm that I wanted to leave. After trying again to sell me a new ‘better’ deal and then realising they couldn’t come close to the price from Plusnet. I told them I wanted my phone number transferred to the new service provider and a member of the Virgin Media team talked me through the service termination and phone number export process. I agreed to their ‘minimum 30-day’ termination clause, making my last day with Virgin Media day 13 September. I was told by Virgin Media that only live phone numbers can be exported, so they would leave my phone service as active until after the export had completed. The other services (TV and broadband) would be set to end on 13 September as agreed.
I new service was due to go live with Plusnet on 11 September, so this date seemed to provide a good overlap, in case there were any hiccups.
Hiccups
On 29 August, my broadband and TV service stopped working. I called Virgin Media to ask for help. I was told that my service was terminated ‘as agreed’, when Plusnet issues the phone number export request on 29 August. I said that was not what I agreed and was told, but Virgin insisted that there was nothing they could do to turn my TV and broadband services back on until the previously agreed date of 13 September. Virgin suggested I ask Plusnet if they could bring the installation date forward. I called Plusnet and was told they could not move the date forward, as there were not free slots before 11 September. I called Virgin back and spoke to a more friendly individual, who did some research and said she could request a reconnection, she would need to fill in some forms and it would take up to 72 hours.
72 Hours
Can and went, still not service, another called to Virgin Media, another unhelpful team member. The only option to get the service back is to if I “cancel the export and revert back to Virgin Media” as my service provider. If I do that, I get my service back in around 3 days, but I will lose my phone number, forever. I decide not to do this and the issue to be escalated. “It won’t help” to escalate my issue I’m told by the Virgin Media team member. I ask to speak with her supervisor. No that can’t be done either. I ask for a formal complaint to be raised. In a later phone call, I am told that a Virgin Media team member in the ‘Export team’ made the mistake that caused my service to be terminated 14 days earlier than agreed.
No response
Still heard nothing about anything except a few curt, apparently automated, emails telling me to send back their equipment or I will be charged. I sent back all their equipment 13 days prior to the most recent demanding email, so I call Virgin Media again, to be told “we know the equipment is on its way”, but the system takes 10 working days to notify them of this. I suggest they should change the tone of their emails if the biggest delay in the process is caused by their internal system communication. I was treated like it was my fault that a Virgin Media internal system takes 10 days to notify another Virgin Media team. And Virgin Media isn’t responsible if an automated email causes upset. If an email sent by Virgin Media to a Virgin Media customer causes upset, whose fault it then? It must be my fault; I mean I am the customer. Based on my previous experience this should have been obvious, my mistake.
45 Days
Moving on to more pleasant things then, the Virgin Media team member I’m speaking with tells me my refund cheque with me mailed to me within the next 45 days. I ask for clarification, “Did you say 4 to 5 days?” The reply was a definite “No, 45 days”. Forty-five days to send me a refund cheque. What The ****? They have to be kidding me, right? No, it turns out I’m silly for thinking otherwise. Apparently, 45 days is normal and acceptable.
The only thing
The only thing that takes longer than the time Virgin Media take to respond to complaints is how long it will take them to send a refund! This is not actually true, as I haven’t received any communication from Virgin Media about my complaint yet, so don’t know how long I will have to wait for that, but I won’t be at all surprised if it’s longer than 45 days!
Reviewer
Grant
Location
Norwich
Date
30/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
my internet drops out most days and I need to reset the router. customer service is the worst I have ever known and my speed is around 10% of the advertised spree most of the time. its socking bad.
Reviewer
Ezra Joy
Location
Oxford
Date
30/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Appalling company. Avoid at all costs. They are impossible to contact if you want to sort anything out. I've tried multiple means over several weeks now and you just never get through. Broadband speed is ok but goes up and down a lot. Would never recommend.
Reviewer
Crispin
Location
Oxford
Date
30/09/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Good product technically but they incorrectly overcharge you r direct debit for items /services you don't use and it is next to impossible to get a refund or find anyone sensible to talk to in customer service as it is all robots and overseas call centers and to add insult to injury they charge you 16p/minute on an 03 number to tell them they are taking money from you they are not entitled to!
Reviewer
Crispin
Location
Oxford
Date
30/09/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Good product technically but they incorrectly overcharge you r direct debit for items /services you don't use and it is next to impossible to get a refund or find anyone sensible to talk to in customer service as it is all robots and overseas call centers
Reviewer
Waqas Basit
Location
Manchester
Date
29/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Cancelled my Virgin Media subscription nearly after 15 years and moved to TalkTalk For £20/month for internet And landline after having bills for £60 plus a month for internet and Talk Weekends only Landline
Reviewer
Kevin
Location
london
Date
28/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The worst worst worst company I've ever known. increasing their price every year and quiet high without even notifying you but they say they did. (LIE)
I would not recommend this thieve company to anyone.
both mobile and broadband. I already changed a few peoples mind about joining this company and i will keep doing it.
Reviewer
Dave Kilbey
Location
Bristol
Date
27/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I will do everything in my power never to use Virgin services in the future. I entered into a business contract with them and not only was the reliability of the broadband poor, with frequent service disruption, but as a company they seem only interested in taking you for every penny they can get. We had to move premises due to our office closing its doors with 1 year remaining on the contract. We were told we could easily switch to another location. What they didn't tell us was that everytime you change any detail on the contract there is no option but to automatically renew for another 24 months. So I cancelled the contract and lost over £500. Steer well clear of Virgin would be my advice. Disappointed that such a big player in the market operates in such an inflexible, myopic fashion and treats its customers as nothing more than a resource to drain.
Reviewer
Ghulam Rasool
Location
London
Date
27/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Very very arrogant and non cooperative customer service. They want more and more customers but there is nothing to offer to retain the loyal customers. The person on phone would conveniently lead you to cancellation team. This exactly happened with me that the lady on phone suggested me to leave the company and said there is nothing that she can do. Upon my consistent reminders that there is an offer on your website but she kept on yelling that its for new customers so if are an old customer, GO TO HELL...and Leave Virginmedia. Most importantly the people on customer service lines are not for help and if there is any company with a reliable broadband, I would be more than happy to leave Virginmedia for. This is such a disrespectful attitude towards old loyal customers.
Reviewer
Cam
Location
Bristol
Date
26/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband I have ever signed up for in my whole time of having WiFi.. you pay over a hundred pound for the tv to buffer we don’t even use the land lines because we have our own mobiles... the WiFi is a load of ******** every 5 minutes when I go on if it crashes when I go play on a console or something as my game needs online it did connects every single game... £70 game and can’t even ******* play it... defiantly ending this ball **** contract in November... BT FIBRE OPTIC PEOPLE !!!!
Reviewer
James
Location
Cambridge
Date
26/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Terrible, terrible support - minimum 1hr on the phone to get anything done.
Reliability of service pretty poor too. Due to crap design, if someone doesn't terminate their cable properly in the street, half the other houses get knocked out.
Speed is good when it works. They are cheap for a reason.
Reviewer
Amy
Location
Norwich
Date
26/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful. 5 weeks, two installations cancelled the day before they were due to happen, terrible customer service, and a 'free' dongle that it turned out I'd need to pay for AND take another contract out for (which would have meant a second credit check). I've cancelled. Terrible.
Reviewer
Juwel
Location
East London
Date
26/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with virgin for over 10 years. Their service has become bad to worse and their call centre staff both uk and abroad are appalling. They have no loyalty for existing customers and you never get the speed you pay for.
I have been getting issues on my broadband and kept calling the technical line who keep telling me everything is ok and reset from their end. This has been going on for over a year. I have been on a role on contract and asked for a better deal, they just turned round and said they can’t offer me anything?
That was the last straw I shopped around and found a better deal with talk talk. Phoned up to disconnect the rep from abroad didn’t want to hear why I was leaving and passed me over to disconnection team in the uk and she wasn’t interested about the reason either and did not even attempt to ask me to stay. Which in my view is disgusting customer service considering I have been loyal to them.
I am happy and relieved to be leaving virgin media.
They are horrible company that don’t know how to look after their customers once they signed you up.
There are so many other companies which will provide a excellent customer service and be happy to take your business.
Avoid
I am a genuine customer and can verify my details if approached by virgin.
Reviewer
hugh
Location
nottingham
Date
25/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
just got 100mb line been with them 5 years I phoned them up needing a new box because the old one has started to breakdown the customer service passed me from pillar to post to get told i cant have a new box the customer service is appalling will be going elsewhere ASAP
Reviewer
A Stobie
Location
Kingswinford, Dudley
Date
24/09/2019
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
When it's good it's good. When it goes down it's terrible, the customer service is useless, very hard to contact and when you get through they just pass you around and loads of B/S.
Reviewer
Ray
Location
Worthing
Date
22/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
The only good thing is the broadband when it works.
As all the other reviews show that you cannot trust virgin media. I previously cancelled & was told there was no special cancellation team. Then a week later this special team call to offer me a broadband & telephone monthly contract of £19 a month. 2 months later I noticed my bill hadn't dropped. When I asked customer services they tell me there is nothing on the system & they won't honour their agreement. How bad is that.
On to off that they then call me again to try to talk me into staying. This caller was rude and hung up on me. So good riddance to virgin media whom I stuck with for 9 wasted years
Reviewer
Tristan
Location
Birmingham
Date
21/09/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Honestly the worst customer service I've ever experienced. They sign you up for things you don't ask for, mess up your bills, break your online account so you can't even log in to see whats going on (they somehow had me removed from their system telling me I didnt have a service with VirginMedia anymore despite taking money from me and providing internet). This is made worse by the fact that YOU SIMPLY CANT GET THROUGH TO ANY HUMAN ON THE PHONE. I've called on multiple days at all hours and consistenly get put on hold for over an hour before it hangs up on me. Avoid these charlatans at all cost.
Reviewer
Helen
Location
Leeds
Date
20/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling broadband, been intermittent for over 2 months. Hub has to be restarted daily. Customer service non-existent and a dishonest complaints department who never ring when callbacks are arranged then lie when challenged
AVOID AT ALL COSTS
Reviewer
Andy
Location
Wantage uk
Date
19/09/2019
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Appalling Company to deal with when things go wrong. Starts off OK but prices hike all the time with little or no warning. Tried to discuss this and get a better deal but only offer to increase speeds and charge more. This was declined as happy with theb50Mb I get. Low and behold since these conversations and complaints about their appealing foreign call centres speeds steadily dropping over a few months and now down to 4Mb in the evening. All this for £53 a month. Lost many paid for TV services due to this. I am sure it is nothing more than an illegal sales tact to get me to pay more for the next level of service. And if I complain I end up with some idiot abroad, and I don't mean Karl Pilkington, who can't understand anything I say or vice versa, spend hours on the phone getting nowhere. If you want a great deal with great speeds by all means join Virgin, but at the end of the year leave or be screwed. Totally immoral company with the poorest customer service centre I have ever come across. Leaving this month thankfully
Reviewer
Quinten
Location
Cleethorpes
Date
17/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media lie every time I call. I have arranged to cancel my membership due to rising costs each and every month. Once I cancelled I had nunberous calls to see if I would take a lowered monthly cost to stay which I told them first that I was cancelling full stop this has persisted to happen 5 times. I have been billed again of an excessive bill price I don’t understand how they can do this. Daylight robbery. When I spoke about cancelling I was advised I would definitely not be billed again and yet I have been. Not to mention the broadband signal is terrible so to be charged £60+ is ridiculous. I would never recommend this company to anyone.
Reviewer
Jay Mitchell
Location
Leeds
Date
16/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The worst customer service ever, lied to, finally they admitted their mistake, but the bill is still mine as I'm not a valued customer. Utter con artists.
Reviewer
Alistair
Location
Portsmouth
Date
16/09/2019
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Customer service is poor and does not make it easy to find the answers you need.
The broadband itself is really fast but it is badly held back by the network equipment. The router they provide is slow, short range and unreliable. I switched it to modem mode and used a different router, the WiFi jumped from 10mb/s to 70mb/s.
If you want to get the WiFi you paid for you will need to switch to a third party router.
Reviewer
Angelika
Location
London
Date
16/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor quality equipment, poor quality customer service, long waiting times for engineers to come and fix problems, overpriced. Stay away.
Reviewer
Steve
Location
south yorkshire
Date
16/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Let's first go back 12 months, I was coming to the end of my contract, I had 3 weeks remaining before it ended
and was going to leave VIRGIN MEDIA unless I got a decent new contract offer.
My package had been around £68.00 a month and it consisted of 200mbs fibre, TV-sports-phone
it was a great deal at the time, but they had said to keep that deal for another 12 month would be £100.00,
so I declined the offer and asked them to terminate the contract at the end date.
SO HERE COMES THE "ACCIDENTAL DISCONNECTION" (FIRST TIME)
The next day, I went to log on to the internet only to find that it was not working, I spent a good 30 minutes testing everything,
on my side. All the green lights were on the router, checked my computer was working correctly, and of course the
"unplug everything, wait 10 seconds, then plug everything back in".....still Nothing, still no internet.
So I decide to ring VIRGIN MEDIA to see if there was a fault, and low and behold the landline was dead too.
At this point I began to realize that they had cut me off straight after the phone call, not when my contract ended.Which was agreed
in the phone conversation.
I eventually got though to VIRGIN MEDIA, and they confirmed they had cut off my services and claimed it was a mistake,
and put me through to the "disconnections" department, which is in real life the,DON'T LEAVE, WE WILL GIVE YOU DISCOUNT
TO SAY.. Department, after being brow-beaten I agreed to say, with the same package including everything I had before
but now it would cost me £75.00 a month not £68.00 a month.
Now, lets fast-forward 12 months, my contract is ending, I got charged last month £83.00 for the £75.00 a month contract
(no added costs by me for phone calls) so I contacted VIRGIN MEDIA complaints 3 times via email.. No response, then I phoned
to be told "one of your discounts ended||".which Is inappeasable as it was a contract for £75 for 12 months, per month.
At this point I informed them NOT to roll over the contract, as he would jump to £110 a month, the person on the phone from Virgin Media
apologies for the billing issue and said the contract would end on the end date as asked.(3 weeks from now)
NOW GUESS WHAT...THE SAME THING AGAIN, THEY HAVE CUT OFF MY SERVICES STRAIGHT AWAY.
DOING THIS INVOICE COULD BE A MISTAKE
DOING THIS TWICE IS A CLEAR TACTIC TO GET YOU TO RING UP & BE TALKED INTO RENEWING YOUR CONTRACT BY THE WELL TRAINED
"Disconnection TEAM|"
I have had nothing but good experience using Virgin Media products... Fiber-TV-phone, but this underhand tactic to disrupt
your contracted services, so they can attempt to stop you leaving has left me with no option but to leave.
So, as I said, I rang up VIRGIN MEDIA, was told "oh I don't know why your TV & INTERNET has been disconnected, we are so sorry"
then passed on to someone else that then went on to say that they would try to reconnect the services,,,but,,,, whilst you are on
the line .....at That point I know the sales patter was about to start, and stopped him in his tracks."I just want reconnecting until end of contract"
OK, your supply will be on within 72 hours//////////// 72 HOURS--- 3 DAYS TO GET RECONNECTED!!!!!!!!!!!!!
SO here are my issues
OVER CHARGED £83 NOT £75 FOR A Existing CONTRACT
3 EMAILS SENT VIA THE COMPLAINTS FORM ON THE WEBSITE, (NO RESPONSE)
EMAIL SENT TO VIRGIN MEDIA VIA THEIR 3RD PARTY COMPLAINTS SYSTEM (NO RESPONSE)
SUPPLY FOR TV AND INTERNET CUT OFF WITH NO WARNING (3 WEEKS BEFORE CONTRACT ENDS)
RANG UP TO SEE WHAT AND WHY THIS HAD HAPPENED (TOLD TO RING BACK AFTER 8AM)
RANG BACK AND TOLD IT WILL TAKE UP TO 72 HOURS TO RECONNECT....
& GIVEN NO REASON WHY BY WHO OR ADEQUATE REASON AS TO WHY DISCONNECTED OF MY SERVICES....
-------------------------------------------------------------------------------------------------------------------
NOT HAPPY WAITING 72 HOURS, SO RANG BACK....
Customer support operator name : MANVI
I ASKED
Q1...WHY WAS MY TV INTERNET DISCONNECTED? YOUR ANSWER IS...."SOME OTHER REASON,"
Q2...Who DISCONNECTED IT?... answer...."YOUR ABLY TO ANSWER THAT"
Q3...AM I GOING TO BE CHARGED FORE MY PACKAGE WHEN I AM NOT RECEIVING MY SERVICES?
ANSWER...
"ACCOUNT BEEN DISCONNECTED"
MANVI decided she did not want to bother attempting to help, she put me on hold and passed me to another Customer support member
this time it was
Emma
so I asked EMMA the same questions
Q1.WHY WAS MY TV INTERNET DISCONNECTED? I WILL HAVE A LOOK OVER YOUR INFO TO FIND OUT WHY...(PUT ON HOLD) THEN TOLD THAT IT HAD BEEN AUTHORIZED
TO BE DISCONNECTED BY A "Joshua" AFTER MY PHONE CALL REGARDING DISCONNECTION AT END OF CONTRACT.
Q2... Who DISCONNECTED IT? Joshua
Q3 WHAT'S HAPPENING ABOUT THE OVER CHARGE?...AM I GOING TO BE CHARGED For MY PACKAGE WHEN I AM NOT RECEIVING MY SERVICES? Joshua EMPLOYEE NUMBER
JOSH SAID.....Customer, WAS TOLD DISCONNECTION WOULD BE DONE , AND CLAIMS HE EXPLAINED RETURN OF VIRGIN MEDIA GOODS
.. WHICH WAS A TOTAL LIE
BEFORE ENDING THE PHONE CALL I ASKED FOR A
REQUESTED A DATA ACCESS REQUEST..FOR INFO HELD ON MYSELF IN Regards TO THIS SITUATION
WHICH IS MY Righto DO SO UNDER THE DATA PROTECTION ACT.
WHAT'S HAPPENING ABOUT THE OVER CHARGE?
SO, LETS LOOK AT THE DESCRIPTION THIS HAS CAUSED ME..
TIME WASTED TESTING MY Equipment TO SEE WHY MY TV AND INTERNET HAD STOPPED WORKING
TIME WASTED CONTACTING VIRGIN MEDIA
LIVE FOOTBALL (3 GAMES SUNDAY / 1 GAME MONDAY)SKY SPORTS & BTSPORT
ACCESS TO MY NETFLIX ACCOUNT(A SERVICE I PAY FOR)
ACCESS TO MY AMAZON PRIME VIDEO ACCOUNT(A SERVICE I PAY FOR)
UNABLE TO WATCH ANY TV Shows CHANNELS(A SERVICE I PAY FOR)
UNABLE TO WATCH MY RECORDED PROGRAMS(A SERVICE I PAY FOR)
UNABLE TO ACCESS PS4 GAMES AS THEY REQUIRE A INTERNET CONNECTION (RED DEAD 2)
AND AS I AM DISABLED, MY INTERNET IS NEEDS TO ORDER MY GROCERY, WHICH LUCKILY I DID ON FRIDAY, BEFORE VIRGIN MEDIA
CUT OFF MY INTERNET AND TV.
------------------------------------------------------------------------------------------------------------
Over my time with Virgin Media I have spent well over £1000 on your services, always held Virgin Media services as
one of, if not the best service provides. But after the no response to billing issues using your complaints form,
the cutting off of services and the lack of clarity or interest in resolving this issue/issues I am left with no option but to consider
this grounds for breach of contract, gross misconduct and flat out lies by Josephus makes the thought of using Virgin Media
a impossibility, as the stress involved is not something I need or want, and do not expect from a company that lives and dies on
Customer satisfaction.
Reviewer
speedofasloth
Location
cwmbran
Date
14/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
THIS COMPANY DOES NOT GIVE A FLYING **** ABOUT ANYTHING BUT REVENUE. YOU AS CUSTOMERS ARE JUST BANK ACCOUNTS TO FLEECE. THE JOKE CUSTOMER SERVICE IS NOTHING BUT A DISTRACTION FROM MONEY MAKING. BE WARNED THEY JUST DON'T CARE - IT'S ALL ABOUT THE (YOUR) MONEY....
Reviewer
Michael
Location
Liverpool
Date
13/09/2019
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
No one cares!!!! I am on a rolling contract with virgin media so I phoned to see if I could get a better deal before I left, as every other broadband provider does, I was offered a 12 month contract for more money than my current rolling contract. I said forget it I will leave and the customer service rep actually sounded happy about this. Dont bother emailing the new German CEO, you will get no reply. I think they have earned there nickname VERMINMEDIA!!!!!!
Reviewer
Joanne Mather
Location
Nottingham
Date
13/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID!!!! NEVER USE VIRGIN MEDIA!!!
Rubbish Internet speeds, I rang up to get this fixed but nothing changed so I want to cancel. I have tried numerous times to get through to cancel, but I keep getting put on hold, hung up on or transfered to departments that don't deal with cancellations.
There's no way to email them to cancel it all has to be done on the phone and they make it impossible to get through.
Shocking company and the worst customer service I have ever encountered.
AVOID!!!!!
Reviewer
Gary
Location
Liverpool
Date
13/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Useless, ordered a month ago, Virgin requested we wait on the premises twice for 12 hours for an engineer that did not arrive ... will not allow us to cancel the order ... Disgusting company, don't bother.
Reviewer
Marine
Location
London
Date
12/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
I am chocked by the service provided by Virgin broadband. Our internet has been having issues for over 3 months now; it stops working for 3-4 days then works again for 24 hours then stops again and so on. Now it's been more than 3 weeks since it hasnt worked at all. A technician came initially after finally reaching customer service (bear in mind that you will wait at least 30 minutes on the phone before reaching customer service, no exaggerations here) and then nothing, never came back. I've been trying to reach out to them since with no luck.
Reviewer
Stan
Location
Fife
Date
11/09/2019
Comments:
Ordered broadband and phone package. Arrived bang on time here ends the good news. Installation (paid for) shocking could have wrongly installed it myself. From day 1 router re-booting up to 8 or 9 times daily due to said installation. Called many many times and given the run around. After many calls and finally changing settings in the router i recieved a new router. Guess what problem persists. Finally an engineer came out did a few things to solve the issue and left saying a follow up visit from an engineer has been booked in for 4 days later. An hour later same issue. 4 days later no show from the engineer. Finall when another engineer dud arrive he located the issue and fixed it. I decided to lodge a complaint and was advised i'd get a call back within 7 days. Due to work i missed the call so phoned to ask how my complaint was progressing. Was told because i didn't get back to Virgin my complaint was closed!! I requested a call back after 2pm the next day from a manager able to deal with my complaint. Guess what yep no call back then or since. I rekon they are due me £25 for engineer no show. I'd like my money back for the non installation and a reduction in my monthly bills for the remainder of my contract due to loss of service which i paid for. DO NOT go with Virgin simple as that. No consideration for customers other than screwing you for as much money as possible. Horrible company horrible service horrible customer care.
Reviewer
Kitty
Location
harrow
Date
10/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service is abysmal. I am canceling the contract atm. Their advisors are based in India and are rude and clueless. I have just signed up with them and they can't even retain a customer. I don't have words to describe the service that I have received. I would never recommend this company to anyone. The only service that is amazing is the first contact team that lures you in to sign up with them.
Reviewer
Naveen K
Location
SUTTON
Date
09/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My broadband wasn't working, and the Virgin media website doesn't show any issues reported so I called Virgin media customer care they informed me that there is a network issue and it will be resolved in 24 hours. Issue still exists even after 4 days. Interestingly every day when called the customer representative they are telling the same story. I have requested to connect me to a manager, but they didn't do it. They have mentioned that the manager will call me back. I am still waiting for the service issue to be resolved and also still waiting for the manager's call.
Reviewer
Graeme bridge
Location
Salford
Date
08/09/2019
Comments:
Less than impressed! Paying for 200 download and getting 5!!!! Time for a switch me thinks!!@
Reviewer
Ruth
Location
Oldbury West Midlands
Date
08/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disappointed. Adverts promised great speed, an ‘intelligent’ router which would distribute signal where it is needed. Instead we are not getting speed unless attached with Ethernet cable. As bad as 0.16 Mbit/sec upstairs. Customer services useless. Technical support useless - apparently positioning of router suddenly not appropriate. Missed pulling out of deal (cooling off period) by 1 day or would have. Wouldn’t recommend. Would actually say ‘don’t do it’
Reviewer
Matt
Location
Brighton
Date
07/09/2019
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Fine until you want to try and leave as per your contract. You're made to make a phone call, and subjected to a barrage of rude and provocative questioning about where you are going and who the person is replacing you. I'm actually moving abroad, and the lady on the phone refused to issue the cancellation until I told her what country I was going to and the name of the person moving into the property?! What in the hell business is this of yours?
This is taking account retention on to a whole new level of rudeness and privacy invasion. My contract allows me to leave on given date - so just do that like I ask.
Reviewer
Catherine Downing
Location
London
Date
05/09/2019
Comments:
Terrible rude customer services, have been overcharging me for ver a year...even when after hours on phone they accepted they had overcharged because. Had email evidence they said as a "goodwill" gesture they would give me three months refund although it the year previous overcharge when I disagreed they sent me a lette completely misrepresented our conversation and letter signed from Garry Menzies operation manger no contact phone number or email address just a PO box in Manchester for "Executive Office" this is an international media telecoms company that dissatisfied customers cannot contact. This is clearly a design to obstruct customer care or service. I want to cancel contract as they have breached contract by overcharging ..my request for 12 month previous bills was ignored even though was agreed to and I was told I would need to pay £3 per month for copy of bills , unbelievably bad do not go to Virgin daylight robbery
Reviewer
Ben
Location
London
Date
05/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid like the plague.
When things are working, it's great, its just exceptionally rare.
Between a service that goes up and down more often than a cheap hooker, and down periods stretching into days or weeks (currently on week 4 of the current down period) you'll be lucky to get anything close to what you're paying for.
Not to mention the vacuous staff who have no idea what's going on, the sales staff who call you constantly to try and keep you on their service that doesn't work (If they spent half as much time fixing the problems they could fire half the sales team) and the engineers who are at best wildly incompetent.
As a non religious person, I'm praying that these guys go bankrupt as soon as possible so they stop scamming people.
Reviewer
Chloe
Location
Beeston
Date
03/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible service, internet is so slow and have rang up multiple times about slow internet and have never left the conversation with a result. Customer service isn’t great, on the multiple times of having to ring up, virgin are always wanting more money for a better service, however I feel that the service I am getting now is no where near as good as it should be for the money I am paying every month. Not very impressed at all. Have been with virgin for years now and the service is going down hill.
Reviewer
Dave
Location
Liverpool
Date
31/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
When VM broadband works, it's great. When it doesn't, good luck getting it fixed. VM scrapped their actual technical support team a few years ago, replacing them with untrained personnel who are given and read from scripts. You can tell them you've already turned your hub off/on 10x but as that's the 1st step on their script, they'll still ask you to do it again. Anything actually technical that isn't on their script, they can't help. They insist that they don't have any senior technical personnel or 2nd Tier support. They'll also lie to you and tell you that the fault isn't with them, or that a manager will call you back (don't believe them, a manager will never call you back)
Reviewer
Ben Lewis
Location
Barnet
Date
31/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Fast broadband comes at a VERY heavy price. Customer service it frustratingly appalling. Have literally spent HOURS of my life on hold to customer services.
After two months of intermittent service, I have just been told that I will need to pay them £200 to cut my losses to go back to BT
Reviewer
Zara
Location
Ilford
Date
29/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
After being with Virgin media broadband for a few years i have decided to end my contract with them. What i signed up for was a reasonable amount to pay monthly for internet service, however, every few months they keep adding on an additional amount that you have to pay, so for e.g. if you signed up to a £28 p/m contract after 18 months this goes upto £29 and keeps increasing. They don't even notify you of dramatic increases - anyway oneday i woke up to find that they have been charging me £40 p/m. I was not even notified of this. A disgusting money grabbing company that is clearly losing it's valuable customers. I will ensure that people out there are aware of this as much as possible. DO NOT SIGN UP! STAY AWAY FROM THIS COMPANY.
Reviewer
eva
Location
London
Date
29/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
took over 3 weeks to get them to install the service, three failed attempts where they didnt bring their own equipment to install the service (seriously they had no cables, they arrived empty handed! and then left for 2 weeks!)
Customer sevice is appalling.
IF you can find the right number to call, and then miraculously navigate your way through their robotic-menus you eventually end up on hold for ever before being faced with Endless transfers while waiting they put you on hold.
The staff answering phones must have zero training on anything as noone seems to be able to answer more than one of what should be basic questions "what is the process to downgrade" transferred "what is the process to cancel" transferred " how long do i have to be without an account to be considred a new customer " transferred...
just rubbish service, seriously frustrating
oh an they just hung up on me after id spent 25minutes on hold.
appalling behaviour and it was the same the 2 other times i called them. just an awful company
The actual internet was great but the price hikes are unreasonable and there is no reward for loyalty either.
Reviewer
Abigail
Location
Gillingham
Date
28/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media is the worst wifi I've ever had in my life! Every day it just cuts off and flashes green! Every bloody day even twice! Paying money for something that doesn't even work! Rather pay for a bag of shot than pay for anything virgin media again
Reviewer
Silvio Dantas
Location
Morden
Date
28/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'm having very bad experience with Virgin, the speed I'm getting with my broadband is terrible, the funny thing is when I'm with them on the phone the speed goes so high, as soon finish the phone call its start to slow down again, I do not get the service I pay for. I pay for 500mb and get 30. Poor, poor, poor
Reviewer
keith
Location
cambridge
Date
28/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Eighteen months ago virgin media asked if I would like to upgrade my internet service to 350Mbps and I accepted. virgin media advertises that the average speed should be 362Mbps download with a minimum of 181Mbps download. I have monitored my speed and I have never reached the advertised minimum download speed. I have spent hours waiting on the phone and talking to people in India, have had technicians to the house many time and nothing has been resolved. The technician have checked and there is no issue as far back as the cabinet in the street but they find and issue with the signal coming into the cabinet. I was told this was also affecting business customers and would be fixed but would take a few weeks and that I would be informed as to the progress. The technicians told me that there was a technical problem as the upload speed was 36Mbps and it should be about a tenth of the download speed. That was a month ago and I have heard nothing. Yesterday when I spoke to virgin media technical support I was told that I should never expect more than about 150Mbps and virgin media technicians are never sent out. That is not true as I have had technicians out to look at the problem a number of times and each time they say there is a problem with the service in to the cabinet in the street. In my calls to customer service which are not cut off -- which is about 1 in 4 -- I have been told a lot of conflicting information. One customer service person tells me one thing and the next tells me something else, and customer service technical support claims that the technicians that have come to the house and have checked the cabinet in the street do not know what they are doing. The customer service technical support person I spoke to yesterday said he was arranging for a customer service person to call at 0900 this morning to discuss the internet issues -- it is now 1045 and there has been no call so far. It would be good not to believe anything virgin media says. Virgin media does not provide the service they advertise and virgin media does not provide the service they charge for. And virgin media customer service is abysmal.
Reviewer
chris
Location
London
Date
27/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Most Unscrupulous Exploitative Network Ever!!!!
Worst network. Do not join this broadband or mobile network. They appear to be very good initially but they operate at a very unscrupulous exploitative level. They will fix you into a contract and will have you pay for a speed that you very rarely if ever get. Then, after your fixed term runs out, they start bombarding you with bi-annual unjustifiable price increases, and when you threaten to leave them, they offer you a "discount", which seems nice at first, but after a couple of years with this network provider you realise that you have to spend approx 45 minutes every six months on the phone with these morons to stop them from extorting you. Just cancelled my broadband and mobile. Never again!!!!!
Reviewer
Beth Akeroyd
Location
Keighley
Date
25/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Why isn't it possible to leave a zero?
This company is the absolute worst pile of excrement I have ever had the misfortune to deal with. I dreaded making calls to them because they never understand what you are calling for - the language barrier is extremely hard to navigate, considering they have the majority of their call centres overseas. They overcharge/charge for random things, but woe betide you if you try to resolve it. I'd imagine I'm somewhere around £300 out of pocket for constant errors you cannot resolve. You can ring & get one result, but call about the same issue & get a completely contradictory response, usually resulting in them trying to charge you again. I have never once had a decent experience with them, and am so glad I left for Sky. I tried to contact the complaints department and the contact box never even transferred to an agent! It's appalling that such a huge company would have 0.4/10 & not do a single thing to resolve it - tells you all you need to know about their customer care vs money grabbing. Eurgh, they've been an absolute nightmare from start to finish, & by the end I was paying £10 extra for a bill than the deal I initially signed up for & was 'guaranteed' indefinitely. I used the company for various different products, but I have since changed every single one, and could not be happier with the choice. Trust the negative reviews, they are completely accurate!
Reviewer
Colm
Location
SWLondon
Date
22/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unreliable and slow - I really wish we hadn't switched. The super broadband is supposed to be faster, but it isn't any different. I now tend to go into my workplace, instead of working from home, as the broadband speed is so slow and unreliable. It is also slow and unrelaible in the middle of the night.
Reviewer
Sara
Location
Glasgow
Date
22/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
useless company that has given me so much headache I will make sure all my friends and family never use them again
I ended my contract and VM is charging me for an additional month after the disconnection date! and I kept getting overcharged in my previous bills! complaints dont help at all
DO NOT EVER USE THEM go to their competition
Reviewer
Nick
Location
Arboleas, Almeria , spain
Date
21/08/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
We used Virgin media since they entered the market. To be honest the speed provided was by far the best in our area in North Somerset, and possibly still was when we left the uk last month. Although customer service was never their strong point they were a pretty reasonable outfit to deal with. That was until about 3 years ago when I believe they may have changed ownership. Since then their service has become well beyond terrible.
I have spent hours on the telephone wasted to somebody who calls them selves Mark, Jane, Peter and so on, who does not have the slightest grasp of English , who seem to go out of their way to be unhelpful.
This company has become so bad that I am totally bewildered why Sir Richard Branson allows the Virgin brand to be used.
They add in little extras onto the bills without telling you, and when you try and find out why, you will spend hours arguing and not get any answers. If you do you won't understand them. When we were moving and had to cancel or change address on every service we had, about 90% of our time was taken up by our dealings with Virgin Media. I ended up ripping out their equipment and carting it into their last remaining shop in the area (as they have closed them all down) and dumping it on the shop counter. They were so unhelpful.
The broadband maybe fast, but please don't get tempted by that as you will suffer for it.
AVOID AVOID AVOID
Reviewer
Dave S
Location
ENFIELD
Date
21/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
AVOID at all costs! An absolute nightmare to cancel EVEN at the end of your contract! I had to phone time out of number to get something in writing that I wanted to cancel (ie, I kept telling them all I had got was a voice on the phone confirming it, therefore no actual proof). Let me assure you that it is far easier to pass a camel through the eye of a needle than to get away from these cowboys - AVOID or repent at your leisure - you'll have plenty of time to!
PS, please see my other review about Giffgaff, which is completely different, which you'll agree indicates my honesty!
PPS, I REITERATE, AVOID VIRGIN AT ALL COSTS!
Reviewer
Henrieta
Location
Southampton
Date
20/08/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The broadband speed and reliability were perfect and didn't have a single issue for a year. Then I had to leave due to move and had to interact with their customer service, which is atrocious.
- had to wait over 50 minutes on wait line just to tell them I wanted to leave, this was a week day during a work time when there shouldn't be too many callers. Apparently it's too complicated to put the option to leave on the website.
- I was overcharged on my final bill. Not only do they not properly notify you, they do not reimburse you automatically. Unless you notice and go through the same process of calling of trying to call them, your money is gone.
- I have them 5-6 weeks notice before my move. They failed to send the box for returning the equipment. One month after moving address I get threatening emails that I will be charged £40 of I don't return it. Contacted the costumer service and asked to resend the box and to push the deadline for returning the equipment, as it was not my fault. They refused to do so and said I will be charged and this will be waived once I return it. Whilst I might not miss the money for a week or so, I imagine there are people on budget to whom £40 disappearing from their account might cause trouble
Reviewer
Lance
Location
Dudley
Date
19/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The worse company i have ever had to deal with
Reviewer
Dan venn
Location
Reading
Date
17/08/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Worst customer service. I was incorrectly cut off from my internet and then told I had to wait 72 hours for reconnection. Waited 72 hours, called again, after 2 hours on the phone was told the previous person put the wrong form through... then told it would be another 72 hours. Leaving them.
Reviewer
Johnston
Location
Glasgow
Date
17/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible company. Service is totally unreliable and crashes constantly. I'd see the point if I was rural but we live in Glasgow. Customer service a joke and pretend to put you on hold and then they hang up. You will very VERY rarely get someone with a good grasp of English. Half your call time will be repeating yourself and asking them to repeat what they say. I'd strongly advise people to go elsewhere
Reviewer
Robert
Location
GLASGOW
Date
16/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company I've ever dealt with. Nothing works as it should and the internet is terrible. I've spent over 4 hours on phone in the last month trying to get problema resolved.
If there was a prize for the worlds worst company it would have to go to virgin. What a nightmare of a company avoid like the plague!!!!
Reviewer
Dee
Location
Hove
Date
15/08/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Been with Virgin for about 8 years. It's never been as bad. Giving up with them. We have a 70 mb broadband service and basic TV. The broadband is good when it works - the TV is slow, frequently not working or partially working and often have to restart the TIVO box to get it working again. Customer support is abysmal. Just been waiting 22minutes (Thus evening) to try and get through to support about the latest problem (no On Demand service). The automated signal testing and reset service doesn't actually work - was told via this service that to fix the problem TV etc would be restarted and there would be an interruption in service - nothing happened at all. And the end of the day it's the customer service that is is the decider to change providers. Feels like Virgin are massively cutting corners with this service as well as the actual delivery.
Reviewer
Simon
Location
Tonbridge
Date
15/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am paying for over 70Mbps I get ~15Mbps virgin are rubbish and are very expensive!
Reviewer
Yvette
Location
Salisbury
Date
14/08/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Mis sold Virgin as a great deal when looking to save money. I was told that the TV, phone and wifi bundle was the best and would be cheaper than what i was paying. What a joke! After countless phone calls to the customer care line about the poor wifi speed I was told I needed to up my bundle package, which i eventually did just for peace of mind for my teenagers. That still didn't work and when i got hold of customer care team again they explained that it wouldn't work because the interior walls in my house are made of brick so what was I to expect? What I expect was some wifi. I have requested to leave Virgin Media as it is still not sullying me with the service I am paying for, however i have been told by customer services that I can not as I am still in contract. No one I speak with will put me through to a manager so DO NOT TAKE OUT VIRGIN MEDIA unless you live in a cardboard house! My bills have come out of my bank at a higher amount than i agreed to but no one can explain other than "this is your bill" VIRGIN IS A JOKE.
Reviewer
Sam Adam
Location
Lancashire
Date
14/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
The broadband speed is good, tend to get the speed advertised. However when something goes wrong it is impossible to fix for them and constantly being on the phone to them for 40mins-60mins+ and getting nowhere. It takes an average for them to answer in 15-20mins whereas there competitors answer in less and the issue is resolved in that time. Decided to leave them 2 months into the contract as I've had enough, to pay good money and get a sub par service, its an absolute joke, ofcom should do something.
Reviewer
Kieran
Location
Enfiled
Date
12/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Miss sold a phone line that Tripled my bill!
I was sold a bundle for internet, tv and landline, the landline was meant to come with free landline call and was sold on that being when ever. My bills went from £78 to £227! When I explained I was told I had free landline calls they said it was only for weekends and it was all my fault, they did help in the slightest and frankly didn’t care, the attitude of all the staff from customer service in India was disgusting to the point that I have cancelled everything. As much as the Virgin TV is a good service, this has completely tarnished the company for me, back to Sky I go...
Reviewer
Mike Canavan
Location
Northern Ireland
Date
12/08/2019
Comments:
YOU HAVE BEEN WARNED
YOU HAVE BEEN WARNED! I am sitting here a month after giving VM notice of leaving and still they are messing me about I have contacted them 6 times over that month to tell them I am leaving and now still they say after all that time there is an issue, so my advice to anybody would be DO NOT USE VM !!!
Reviewer
Jane
Location
Bradford, UK
Date
11/08/2019
Comments:
A shocking service particularly for the last 3 weeks but hasn’t been satisfactory since we joined Virgin Media. Have been meaning to leave for a while now after lots of unfruitful telephone calls to Virgin Media customer services and technicians . Customer Service is very poor with no recognition of the difficulties we’re experiencing with frequent periods of no connectivity. I don’t feel I can award any star ratings - zero across the board.
Reviewer
Sidd
Location
Stanwell
Date
11/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media doesn’t care
I have had one of the worst experience with this virgin media company. I called them 3 times in 2 weeks and they said an engineer will call and come but no one called. Now when I called them the call centre team and manager said , the service is not available on that postcode.
The annoying part is that they are providing service just next door. And not in new build house where I am based.
Reviewer
Steve Fketcher
Location
Mansfield
Date
09/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wouldn't give one Star! Avoid these ( if not already a victim). The Broadband is awful, been like it for months on an off, after a large number of complaints I get no help! All they care about is payment. I have Cancelled 3 TIMES! And still not honoured! These really are crooks and need looking into.
JUST AVOID!!!
Reviewer
insouthend
Location
southend
Date
09/08/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've been with VM for over 11 years. In that time, I think the internet has gone down only a handful of times and it has been consistently very fast.
The reason I'm leaving them is cost. I'm basically on their minimum package but still getting charged £60 a month for 70Mbps internet. That may be reasonable value, but I just don't need that speed. And they're unable, or unwilling, to offer me anything less.
Trying to actually leave them has been fairly stressful. You can't cancel on their website, or via email. Nor do they make their postal address readily available. You have to go through their awful call centre. If you go through the menu to leave VM, you'll be put on hold for half an hour and then get through to someone who can't actually perform the task that the menu took you too. They then put you through to their retentions department - another half hour wait.
After countless attempts to actually talk to someone who would cancel the service, and failing, I ended up finding their postal address on the VM forum, and sending a cancellation via recorded delivery.
It's one thing to try and encourage customers to stay, I was initially quite willing to be persuaded, but after this experience I can't wait to be rid of them. They seem intent to obstruct you from leaving, and they do it in a "you can't do that" rather than "what can we do to make you stay" sort of way.
Got a BT line installed the other day. It's 1/10th of the speed. It has several computers, phones and catch up TV boxes attached to it. No one in the house has noticed any difference and the wifi is actually better.
Reviewer
Mark
Location
Wakefield
Date
09/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Customer services zero, broadband speed average never get the speed I'm being charged for or as advertised, so not fit for purpose. Going back to BT ASAP, top advice AVOID.
Reviewer
Karen
Location
NORTHOLT
Date
09/08/2019
Comments:
Worst customer service ever. Problems with my parents phone line and broadband. They are in their 90s and have a careline alarm which is attached to the phone line. Constantly experiencing lost connection which means alarm doesn't work. They say they have not identified any problems on phonelune or network. Been pushed from pillar to post. Booked an engineer but was then told no engineer booked. Couldn't speak to anyone in authority only offered a call back. Not good enough with vulnerable people. Moving parents to another supplier. Fast speeds only any good if it works.
Reviewer
Steve
Location
Warwick
Date
07/08/2019
Ratings
Satisfaction
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
The actual service was quite reliable however their customer service is appalling so my advice is DON'T TOUCH WITH A BARGE POLE!
I was with them for several years but felt I was paying too much for a service with lots of features that I didn't use - asked to reduce level of service to reduce cost and was told (after spending a couple of hours on phone) that it was not possible -so decided to leave. Sent letters (by recorded delivery) and also contacted another broadband provider. It seems when the other provider contacted VM to transfer my telephone number the disconnections/retentions dept became involved- they offered me a decent package at a reasonable price and I was tempted to stay - I queried if the cancellation letters I had sent would affect anything and was assured that if I agreed to a new contract then they would not take effect. GUESS WHAT - go away on holiday and aware of a problem, so contact VM to find out that whilst I have been away my services have been cancelled from my letter! I spent over an hour on the phone trying to get my services re-instated - no form of apology - they admitted there was a recent contract but no notes on the system to say to ignore my cancellation letter so the service had been cancelled. They would happily set up a new contract but at a higher price than I had agreed- of course I refused and demanded to have the agreed contract re-instated - got passed between several members of their staff to be told the same thing - asked to speak to a manager - was told I was going to be put through, then the same person came back and told me the manager would say the same thing! I got cross and they hung up on me - AVOID YOURSELF THE STRESS - DON"T DEAL WITH THIS COMPANY - THEY DO NOT UNDERSTAND CUSTOMER SERVICE - GO ELSEWHERE.
Reviewer
Patrick Rockell
Location
marlow
Date
07/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful DONT GO WITH VIRGIN Customer service is non existent and i thought talktalk were bad virgin is ten time worse Avoid them at all cost , like boris johnson they lie all the time THE company from hell
Reviewer
Usman
Location
Manchester
Date
06/08/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I have been with virgin media for over 9 years. The Internet is overall not too bad. However if you are unlucly enough to experience any kind of problem, you have had it. On average I have been on the phone for 45 mins just to speak to a person. When you factor in the lack of value for money it doesn't make for a good package. I would avoid. On completionbof my contract, I will go elsewhere. Having ultra fast broadband doesn't negate you of providing any kind of customer care.
Reviewer
Alex
Location
North east
Date
06/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never bothered with a review of a company before, had heard bad things about virgin media but still went ahead and took out broadband with them believing it was the usual stuff you see online.
Wish I hadn't bothered, I pay 3 times more a month compared to my old provider for 100Mbps but it's down completely a lot. When it works the WiFi signal is shocking in a small house it's down to dial up speed upstairs, the customer service team suggest WiFi boosters which really shouldn't be needed as my old router was absolutely fine.
I've been palmed off for over a year by them, eventually had an engineer come out and discover there's a fault on my cable and it's been there since I took out my package. That doesn't cure the shocking WiFi signal (lots online about the hub 3.0 having shocking signal)
I can't wait to have it took out in 2 months it's been a massive disappointment, the customer service team are so bad it's almost like they're trying to be terrible they'll hang up on you if they can't palm you off with nonsense. After a year they've finally sent someone out to fix something that they were told about a year ago but just palmed me off.
For how much it costs I'm amazed they think a solution to fix the bad WiFi reception on the hubs is to install WiFi boosters around my 3 bed semi so it's usable when previous cheap routers have been perfect.
Reviewer
Donna Taylor
Location
Christrchurch
Date
05/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We setup a virgin business account having been with talk talk for over 10 years with no issues. We decided to change for fibre. When the rep called we setup a direct debit, as an opening deal we were offered 3 months free. The first invoice that arrived was incorrect, I contacted Virgin they said they would correct and that there would be nothing to pay next month. We had another couple of invoices.. I filed them as they were paid by direct debit, Then one morning we had no internet access, and couldn't make phone calls. When we called Virgin to report a problem, we were told we had been disconnected for non payment. I argued that we had setup a direct debit (I have the letter to prove this). Virgin insisted that we hadn't (basically calling me a liar) and we should have paid the invoice, and that we now have to pay the outstanding invoices and a reconnection fee of £20. This we did immediately, as we were effectively held to ransom through no fault of our own. Virgin have now damaged our credit reference with a default. This was not our fault, the direct debit had been setup but virgin didn't apply it to our account. The Virgin Rep visited again recently to ask how things were going, he confirmed that the only way to setup the account is with a direct debit. What an absolute farce. Virgin don't care. beware. On top of this we've had outages and lack of speed.
Reviewer
Lee
Location
Sutton
Date
02/08/2019
Ratings
Reliability
1.00 stars
Comments:
Total **** inc there even worst customer services avoid like the plague at all costs
Reviewer
Charlotte
Location
Manchester
Date
02/08/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
ABSOLUTE CON!!! Do not choose virgin media for your broadband! Over the past year we have had on 2 occasions a technician come out to “fix” the service and both times we have been left with a worse connection and service. To start with the price is constantly rising as if it wasn’t extortionally expensive already. They say the price is rising so they can give you a “better quality” of service which is a total lie! They just con you out of paying more and more money. You do not get the type of service you pay for. When it actually works the WiFi is reasonably fast, but half the time it does not have an internet connection. It is totally unreliable. When there is more than 3 devices using the WiFi it becomes incredibly slow even though we are paying to be able to use 5+ devices at high speed. Considering we don’t live in a mansion you would’ve thought the connection would be able to reach every room in the house, no. The WiFi connection Is only available in the living room the router is in, the room directly above it, and the kitchen directly next to it. This leaves 3 rooms without a connection. Since we pay in excess of £60 you would of thought it would be able to reach every room in the house which are not far from the router at all. On top of this the online and telephone customer service is SHOCKING! Not a single person I spoke to seemed to actually want to help out with your problem, they basically told us if we didn’t like what we got, bugger off somewhere else!! Oh by the way, this was after calling multiple times and every time being put on hold for almost 40 minutes! If you have to wait that long to be able to speak to someone who “deals with technical problems” or who “deals with cancelling accounts” there is clearly A LOT of unhappy high paying customers. Also, when you finally get through to speak to someone, it is very difficult to understand them as none of them seem to be able to speak proper English and you spend most your time repeating yourself or getting them to repeat themselves. There is no long term customer loyalty. Before we started having these problems in the past year, we have been with virgin media for probably 10 years and we have received no rewards, discounts or upgrades on deals whatsoever. The price just keeps on rising! When we very first joined we must’ve of been paying around £30 for amazing service, and now it’s done a complete 360. We pay over double the amount for the worst possible service you could ask for. after trying to get a hold of service teams for 4 days, we have finally been able to happily CANCEL our account with them and joined with EE broadband who have offered us a super fast WiFi deal at nearly half the price. EE by the way have brilliant and fast customer service with polite and clear English speaking team. They also said they barely ever raise prices once you’ve chose your plan. Get yourselves on the phone to EE ladies and gents and cancel that virgin media bulls**t!!
Reviewer
Glenn Pittaway
Location
Manchester
Date
01/08/2019
Ratings
Satisfaction
2.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
I've been with Virgin Media for around 2 months. In that time, there have been around 5 outages, with a couple of them lasting several hours. Once the network comes back up, the Virgin hub takes several more hours to connect and get stable (lots of false starts, lots up connecting then dropping the connection). The web page and general interaction with Virgin are awful. Speed is decent when the service is up, but see above. I can't say that Virgin can be relied upon if you really need the network to be there - I'm doing a house remodel and need the internet a lot, plus our home entertainment is all internet. Will be switching. Awful
Reviewer
Julie
Location
Herfordshire
Date
31/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Terrible customer service. All i wanted to do was change name on the account and reduce cost as after 12 months goes up by £15 a month!!!
5 hours worth of calls and still no one can give me the deal that was provided on my initial call.
Keep telling me to access my online account - which i cant access because of change over and 5 days for technical help.
Terrible teams working on the phones, one lady argued with me for 10 moinutes when i asked to be put through to a manager (as no complaints area!! - i wonder why)
Not worth the wasted time. I am not on the search for a better provided. Hence where i found this site.
Reviewer
AW
Location
Hartlepool
Date
30/07/2019
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Very expensive and poor long term customer loyalty. I will be switching next month as I've been paying well over the odds for years.
Reviewer
Richard Atkins
Location
London
Date
30/07/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
When it works the speed is good. Calling Virgin Media is always slow and painful. No way to notify them of outages other than calling. Booked engineer does not turn up, no message or calls. Customer service chase engineer but are unable to provide any information such as how far away the engineer is or how many customers between them and me or any other estimate.
I have called to complain and informed 'the system' will somehow determine a discount to apply to my bill, which is doubtful and also probably mean knowing them.
I am switching broadband as soon as Ecotricity setup up their service, because their customer support is excellent.
Highly unrecommended.
Reviewer
S Lock
Location
NetleyAbbey
Date
29/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Extremely poor administration. BB tends do slow down quite often - I am paying priviledge. Costs are very high just for WiFi & BB I will be cancelling in Aug as their costs go up in Sep.
Reviewer
Jack Blignaut
Location
Lee on the Solent
Date
29/07/2019
Ratings
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
There has been breaks in theservice with no warnings or compensation
Reviewer
Dan
Location
England
Date
29/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Customer service is terrible been trying for days to speak to someone broadband keeps disconnecting then reconnecting wouldn't recommend virgin media to anyone
Reviewer
Chris
Location
London
Date
29/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Customer service is a nightmare. I've been trying to cancel my contract with them for two weeks now, they refuse to acknowledge that has taken place and they keep sending me emails about my new upcoming charges for the next year. Customer service incredibly rude and unhelpful. Never again.
Reviewer
Mehdi
Location
London
Date
28/07/2019
Ratings
Satisfaction
3.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Totally useless technical support that are just like robots and never listen to what you’re saying
Reviewer
Miklos Philips
Location
NW3
Date
26/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've come to loathe Virgin Media. Constant service slowdown and interruptions and this is after 2 technician visits trying to "fix" the line and what have-not. Ludicrous. Pathetic service. Switching to someone else NOW. Stay away! They suck gas!
Reviewer
Jon Godfrey
Location
Bristol
Date
26/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I don't know what has happened to Virgin but Usain Bolt has been replaced by Ann Widdecombe with her laces tied together.
Just awful. Phoned their service desk from my Virgin phone and after 200 keypad entries I just got "the other person has cleared". Meant to be getting text message updates on a service outage which is meant to be fixed but event their text service is down.
I pay for a 350Mb/s service which is capped down the network (trying to hide it) at 80Mb/s.
Spoke with the paranoid android customer service person and I just gave up and gave notice. Comical.
Reviewer
Ben
Location
Croydon
Date
26/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Internet speed is good, when it works. Keeps dropping on a regular basis since February. Already had the hub replaced ans two visits from a technician. Customer service utterly useless and I had to wait over 3 hours for my chat being answered.
Reviewer
Joseph Ainscough
Location
Liverpool
Date
26/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Absolutely disgusting vile lying load of robots .
Every month demanding money for a service which was asked to be downgraded the previous month for a period of 4 months .
Will be suing for loss of earnings and inconvenience
Reviewer
James
Location
Cambridge
Date
25/07/2019
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
It is normally very reliable. But now something seems to have gone badly wrong with their customer services. I have spent about half an hour listening to the horrible 'music' on the phone waiting for somebody to reply. The online service is no better if you need to talk to a person. Its very frustrating. Im paying £80 per month for this and I've had enough!
Reviewer
Jill
Location
Manchester
Date
25/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Appalling service recently.
I have had Broadband and landline with Virgin Media since 2011. Apart from having to ring them every 18 months to negotiate a cheaper price, I have always had a good service from them.......UNTIL 2 - 3 months ago.
Since then my internet has been intermittent at best. Each time I phone I am told that there is a problem in the area and it will be fixed by x date.
This date keeps being moved forward - they now say 14th August!
When I first phoned, I was credited with £10 and promised that it would be fixed within 1 week. Today, after spending 55 minutes on the phone to them, I was offered a miserly £5.
At no time has Virgin media written to me to acknowledge that the problem is ongoing. I have received 2 letters informing me that they will be doing important maintenance work in my area and there may be disruption on a particular day.
I am getting nowhere with them.
Reviewer
Mark Bower
Location
NOTTINGHAM
Date
23/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Am supposed to get up to 350GB, but at the moment am getting only around 80GB. Is also often down. Quite why Trading Standards permit this, is a mystery to me.
Reviewer
Richard Ridgwell
Location
Linlithgow
Date
23/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had two years of broadband at 10% of its supposed speed due to the incompetence of this evil company. When I tried to leave, they were at their worst. They billed me for months after I switched, sent me confusing bills and badgered me and now, months later, they are threatening to charge me for kit I returned two weeks ago. You can't get through to anyone who understands you and the company doesn't care at all. Awful.
Reviewer
Mingaile
Location
Glasgow
Date
23/07/2019
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
For the amazing reviews Virgin is getting, the internet is shocking. Unless our tenement flat is of a special kind, the signal seems to be restricted mostly to the room where the router is, so a bedroom three doors down or kitchen next door barely has any internet (and that's with laptop, tablet and phone of three different brands...) so hopefully a booster will fix it.
The installation was really quick and the staff was great.
Reviewer
Adam Hussain
Location
Keighley
Date
19/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After years of utter rubbish broadband services and price increases I decided to leave and what a relief the best decision I ever made , when I was with virgin media I was constantly getting losses of services and always getting price increases and whenever I tried to leave VM the VM customer convinced me to always stay stating there services can't be beaten your getting A+ grade service compared to all other suppliers and guess what I joined another broadband supplier and never had any loss of services it just goes to shaw don't trust this evil money grabbing company who don't care about loyal customers
Reviewer
Ry
Location
Uk
Date
19/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer service experience I have ever had. These guys are terrible in dealing with customers. I had no broadband connection for a week ( I was told they are doing some work i the area where I live) and I keep getting intermittent connections. I complained and was told I won’t have to pay for the time I had no service. I have just received a full bill with no discount for the week I had no broadband. I made another complaint and was told someone would get back to me within 48 hours. I have had no response up to now and it’s been a week.
Previously the internet stopped working and I arranged for an engineer. However he didn’t turn up.
I am escalating my complaints to their chief executive and I suggest everyone does the same.
Absolutely disgusting customer service. They don’t even deserve a single star rating. AVOID AVOID AVOID at all costs
Reviewer
john
Location
doe
Date
18/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
the broadband constantly is down or cuts out and you end up having to reset the router more than 2 times a month. they try to lure you in with cheap deals when you talk about cancelling your contract.
Reviewer
Mohammed ullah
Location
Nelson
Date
17/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have had issues with virgin media for a while broadband and TV I was miss sold at the point off sale I have asked to speak to a manager and on a number off times been miss informed or been lied to as never got call back been going on for over 3 months. Just today I have called up all I have told them is that there are notes left on account and manager was suppose to call me back on a number off times but failed to call back. First adviser when asking for a manger said to me I've just started my shift and dont give me that attitude. And then put me on hold to get manager and dropped call on me. Second call told adviser read through notes and get manager as I've gone through same issue a number off times. She insisted on hearing it from me even though notes were on there so whilst going through issue. Adviser put me on mute said hello 4 times before adviser came back on call and then said will transfer you through to manager but transferred me to another adviser. That adviser kicked off with me as when explaining to him said I'm through to wrong team. Then was transferred to another adviser back in customer service who said I will need to read through all notes on account and then get manager a put me on mute after a good 10mins cut call on me. Not once tried to call me back very very bad customer service. Will be looking to leave. There customer service everytime is the worst I dont think there is anyone as bad I will be taking this to offcom, Virgin media dont care about one person complaint if everyone starts to complain that's when they will do something about ther customer service
Reviewer
Jane
Location
Cambridge
Date
16/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have no internet, the customer service is just plain terrible. Will most likely change broadband service
Reviewer
Tony belmonte
Location
London
Date
14/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Comments:
Virgin media avoid like the plague
Utter total rubbish problem s week after week useless customer service total ripoff will never use again now with bt very good service and much cheaper
Reviewer
Mike
Location
Manchester
Date
14/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bad speed, very bad customer service experience, appallingly very expensive broadband, not recommended
Reviewer
Craig bolwell
Location
UK
Date
08/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company I've ever seen been a customer for nearly 4 years and the service has never been right internet and tv go off constantly which leads to days without service
Numerous complaints and engineer appointments and they still haven't a clue what the problem is and to top if off had my honest comments deleted off their facebook page and banned from commenting as it seems any comments that put them in a bad light disappears
Reviewer
Alex
Location
Jones
Date
06/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst and most expensive broadband company in the UK.
Reviewer
fiona
Location
Stockport
Date
05/07/2019
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Come 9pm the internet is pants. Keeps dropping out every few minutes. Followed the instructions to reboot the router etc and makes no difference. The service is as reliable as a chocolate teapot.
Reviewer
PG
Location
London
Date
05/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Appalling customer service this company has. No manners, no idea of what customer service is, they basically don't care!
Our virgin media services were disconnected in March 2019 and we were expecting a cheque of £42.96. I have been following it up with Virgin Media and was told to wait for 60 days from 24.04.19 as cheque takes 60 days to process.
I called Virgin Media again on 05.07.19 and was told that the cheque was sent to a different address (that we lived at 4 years ago). I was then told to go to that address and get the cheque as this is the address that I had given for any correspondence. I tried to explain that services were not provided at that address but our current address and we no longer live at that address, so cheque should be sent to our current address.
Absolutely no apologies from the customer service representative who said that it is not a mistake but miscommunication and asked me to ring next week to sort it out with another team.
Asked to be put through to a Manager- spoke to Mushtak who repeated the same thing and blamed me for providing wrong correspondence address (which I never had, why would I?). I asked Mushtak how I can complain- he said that he is the Manager and will deal with complaints. Asked him how I can contact his senior Manager- was told that he cant provide details- he is the one who will deal with this. I said to him that I don't want him to deal with this but he still would not give me any information re: escalation process.
Don't understand what is the point of asking all the security information including address on the phone when the cheque is still sent to a previous address.
Absolutely appalled by the the customer service and their attitude towards their customers. Appalled by the complaints procedure as well and the attitude of the Manager towards it.
Reviewer
Dan
Location
England
Date
04/07/2019
Comments:
Worst company on planet poor service terrible pricing and the customer service is like fighting Tyson with a blindfold on, use anybody but this conpany
Reviewer
Peter
Location
Manchester
Date
04/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Switched to Virgin Fibre Broadband (M100) as it was recently available in our street and our current provider didn't give good enough speeds to allow Amazon Prime to stream (Netflix was fine).
Tests show that we're getting 110Mpbs but the performance is about the same as our previous supplier (maybe a bit worse) and tests on those showed a fraction of the 100Mpbs we're supposedly getting from Virgin Fibre Broadband.
In the 10 or so years we had our previous suppliers (Sky and Vodafone) we hardly had any issues with loss of broadband.
In the 3 months of Virgin Fibre Broadband we had no wifi on four separate occasions.
We'll be switching back to BT/Vodafone/Sky/whoever as soon as we can.
Reviewer
Jez
Location
Lancashire
Date
02/07/2019
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Been Virgin since it first came out as Telewest. I am now escaping as the Bill's have gone up and up.Now I have my leaving date l get no customer service only one in India. Had a useless young woman yesterday. I'm disabled with limited movement. Yet they expect me to get down and remove all their equipment put it in a box and take to a drop off point. I dont drive.Got a young man from India this morning and sorted it.Now they are trying to lumber me with a great final bill when they cut off before my bill is even due. Priceless ir what.They said I could go back any time I wanted.Even tried to lower my bill.Only did it to stop me going. They have really not tried before only when l am leaving them. They dont all sing from the same hymn sheet. Time they got their staff together and trained them all the same. I agree with many people. They say they can do something for you but it never happens. I a disillusioned ex Virgin customer
Reviewer
Megan Morton
Location
Belfast
Date
02/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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!
Reviewer
SS
Location
Date
29/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unreliable. Frequent outages. Unhelpful customer service. Avoid.
Reviewer
Aigars
Location
Birmingham
Date
28/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Worst nightmare ever interned braking down 40% of all contract length customer service just give you false promises and hopes always mistakes and overcharged.
Feeling like not a appreciated customer but beggar
Reviewer
John
Location
Renfrew, Scotland
Date
28/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Really bad guys. Since a dispute with this company I have been using a 4G router with PAYG sim with 3 (Three) UK and the service and quality has been better.
Reviewer
Madeline
Location
Catford
Date
28/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs. Absolutely diabolical WiFi. The WiFi has been down every single down in the month of June, and intermittent in the month of May. When you try to get through to customer services there’s a pre recorded message, saying they are dealing with the problem. When asked about refund, offered £2.67 for a month of no internet.
Reviewer
CY
Location
Bristol
Date
28/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service, consistent connection issues, non existent customer service, inexperienced tech support, avoid like the plague.
Reviewer
Robyn
Location
Warrington
Date
27/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Called virgin media to give 30 days notice as I wanted to cancel my contract. The agent I got through to Miwa kept telling me I was failing dpa even though I was giving her the correct details (later accepted by Miwa). Hmmm doesn't quite add up does it. When I got through that charade she asked me why I wanted to cancel so I explained I no longer want their services, she advised that is not valid and would not process my request. I advised I will call back and speak to someone else. Within half an hour after the call my internet went down. I called back to tech support to find out my routers MAC code had been deactivated. Very convenient! At this point i was absolutely fuming. What a bunch of cowboys, to treat a customer that way is despicable. I will be raising a formal complaint against Miwa for the inconvenience caused and the terrible customer service. Surely her actions are against customer service policy and virgins duty of care to customers
Reviewer
Stephen
Location
Edinburgh
Date
26/06/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
My broadband has been on and off for 10 days now and has now completely stopped for several hours. Virgin just give excuses, keep informing me it's working again, but its not. Really poor customer service.
I could write a small paper on the issues I've had with Virgin Media but simply put, they have the worst customer service I've seen from any company
Reviewer
Mr C Shaw
Location
Manchester
Date
26/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
APPALLING SERVICE AND THEY MAKE IT HARD FOR YOU TO LEAVE! We've been without a working telephone line for 6 months now. It started with white noise and since a visit from a Virgin technician is now a load crackle. Subsequent visits have resulted in a realisation that we need a new cable. The technician on the day of this new connection informed me that he couldn't do the job and I'd have to wait a further 6 weeks for council permission to fix a problem further down the street. I cal to leave Virgin and was told I';d have to give 30 days notice, I got put through to another department to action this and waited on the line for 25 minutes. On another call I was informed that one doesn't need to give any prior notice to leave. However the latest is that I can't get compensation if I'm not a Virgin customer so I have to wait until 4th July to leave. I'm not under any illusion that the compensation will be enough. I'd tell you about the appalling 'superfast' broadband service but that will have to wait for the next review.
Reviewer
O K
Location
Wigan
Date
24/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So many problems with them, first they charge me for something I never been use. My land line was broken so I can’t use it , but I found out about it after couple of months. Always used mobile phone for calls so actually not need land line but that time it was the cheapest option for broadband so I chose it. I talked with service they send 2 x engineers and I get new connections from box to my house. Then I asked for getting my money back for land line calls, coz someone been connected to my line. My mistake was to not check direct debit payments coz I truly believe thats situation not exists to be connected to someone box!! Very big mistake from my side! And Up till now I still waiting for my money back!! I don’t remember with how many people I was talked but only today it was 6 persons and 3 hours on the phone!!! I have all proves they collect money each month instead taken it from my extra credit for mistaking charges! So I hold on payments and what’s happened?? They disconnected my box! Worse service ever I had in my life... thats my scores for big and strong company Virgin media! I want give a 0 points but is no option for it!! Terrible. Now is no point to take broadband coz soon we get 5g speed on phones don’t need anymore land line with unlimited share, you can do whatever you want!
Reviewer
Ives
Location
Daniel
Date
21/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with virgin media for a couple of years. Promises big broadband speeds. Although very very slow. Takes forever or never able to get through to customer service. Average waiting time through personal experience is 30 minutes plus to speak to someone. Totally dissatisfied.
Reviewer
Rene Woderich
Location
Liverpool
Date
18/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Admittedly, their broadband is fast and reasonably reliable. However, customer service is appalling. They raised their price for 100 Mb/sec from £36 to £48 per months (including landline rental) without ANY correspondence or offer to object or cancel. Trying to negotiate after 3 years of loyal custom, their best offer at 50 Mb/sec is £41 (£22 with Vodafone for similar package). Obviously, no link on their website to cancel my contract without fuss, and now being held in a queue to their accounts team for an hour, second time in one day (first time they just hung up). Unwilling to call me back or accept cancellation in writing.
Reviewer
Sam Harrop
Location
Barnsley
Date
17/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Too bad I can't give 0 stars. Answered the phone to a cold caller and was initially uninterested as I was still in contract. Convinced by the sales man to move from Vodafone due to offers of no activation fee, promise that they would take care of the cancellation of my Vodafone account and pay off my early termination charge. These were not demands made by me but rather offers from the salesman when I said I was happy with my current deal.
None of the above promises were held to, and when I then asked to leave they threw a £250 early termination fee at me. Naturally, I asked to speak to a manager and I was told I would get a call back in 48hrs. It is now 8 days later and 5 more calls to virgin (including another promise that I would get a manager call back that evening) and I'm still yet to speak to anyone of authority.
Don't bother, they're liars who are just after your money.
P. S to make matters worse I was told by one customer service agent "I don't know why they keep telling people things like this when they're not things we offer. This is the third call about this I've had today". So they know full well what they're doing.
Reviewer
John Griffiths
Location
Liverpool
Date
17/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Sick and tired of virgin paid £38 pm for 100 meg was lied to by the salesman saying I could get the same discount in 12 months, they put it up to £59 because they are the only provider who anything above 10 meg in our street, also constantly getting low single figure speeds in the bedroom of a small house and was told I’d have to pay extra for a signal booster avoid virgin like the plague
Reviewer
George Ami
Location
Birmingham
Date
15/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with Virgin for 8 months, paid for the 200mbs package and I can say that the first month or two I did reach that speed. Soon after i would only get a maximum of 30-40 and reach minimums of 3mbs. The speed they provide it's not consistent and their claim that they provide the fastest broadband is utter lies.
Secondly, I wanted to transfer my account to my friend, living in the same house, because I had to move somewhere else. When I called I asked for my account to be transferred to my friends' name and they informed me because it's a transfer I won't need to pay the cancellation fee and the whole process will take up to a month during which I will still be paying the internet. 2 days later they've cancelled my account and stopped the service, they've forced me to pay the cancellation fee and won't even get the extra credit for referring a friend because the account is disabled. Even though this is their fault they kept repeating that there are no notes about this transfer and blaming me for this whole deal. I never asked for my account to be cancelled and they just did it because of their incompetence. At the beginning of each call they say they will record the call for training purposes, I even suggested to listen to my conversion but they refused saying they will never do it.
This is the worst customer service I've ever seen, people don't care, and when they make mistakes you, the customer, will pay for it.
Reviewer
Eric T
Location
Portsmouth
Date
15/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
My advice to anyone thinking of joining Virgin would be 'stay away!' We have been with Virgin for around 16 years - recently they put our prices up as our contract had finished. I called them up as I saw that new customers were entitled to a package nearly £20 a month cheaper than what Virgin was charging me. We have done this in the past and have always been able to fix in again and negotiate a new price. Was told by a very rude and unhelpful advisor that Virgin no longer offer existing customers a new contract once their old one expires the deal I had seen online was for new customers only and I would have to suck it up unless I wanted to fork out more for a TV package in which case he could offer me a new contract. Asked to make a complaint and he said "there's no point because I will immediately close the complaint down" I insisted I wanted my complaint noted. The rep said he needed to put me on hold he then disconnected me. Shocking service, awful company will be cancelling my services with Virgin and will never return.
Reviewer
Mr B
Location
Oldham
Date
14/06/2019
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Comments:
Moved over from talk talk because of the promise of faster broadband and a better overall performance.
Been a customer for 4months and so far not impressed.
Broadband is constantly going down in my area and it's so slow. It's really frustrating.
I will be changing providers at the end of my contract.
If you are thinking of coming to Virgin, remember that the grass isn't always greener folks.
Reviewer
Ian Ford
Location
Plymouth
Date
13/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Shocked to find that I cannot contact Virgin Media by email. I tried the online form and it took forever to fill in a long list of required fields which they already know as I'm signed in. Then, to add insult to injury, the whole lot was lost before submission. I'm sick of speaking to them on the phone. Only interested if they can sell something. Looking at alternatives
Reviewer
MnK
Location
London
Date
13/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Broadband cuts out regularly.
Started doing it again today so so just spent 1 hour 20 mins on phone to them being bounced around from person to person.
Everytime you go through same security checks as they don't seem to have any continuity between operators.
Eventual solution is there is a fault in the area they'll send someone out but that will take 5-7 days!
No compensation offered.
Cancelling the contract incurs an early termination fee. That can only be waived if the fault reoccurs 3 times in 1 month.
Given that each fault takes 5-7 days to fix, they know that's almost impossible. Basically, they've contractually arranged it so they could leave you without internet for 10-14 days per month and still charge you for cancelling.
Incidentally, i'm in central London. If it takes 5-7 days to fix a fault here, God help anyone who's with them in a rural area!
Reviewer
dave
Location
Ilford
Date
10/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My download speed is slow from month…
My download speed is slow from month 150mb-160mb
i pay for 350mb vivid.
I complaint to complaint team Virgin media, Ok today they call me,
I'm talking to Lisa, British woman.
50 minutes of useless conversation, OK, I asked for a connection to a supervisor, this was even more useless! the conversation was short, I felt that I was talking with some teenager or child,
Next real Brexiteer Brit useless!
so I said goodbye to rubbish virgin media service.
I have not heard anything like this before, to submit a complaint on the complaint team, Haha. You pay for service and they are still arrogant. Time for these brexiteers Eu to destroyed them!!!!!!!!!
The English Eldorado laziness ended!!!
Time for Scotland and Northern Ireland to leave This arrogant shameful and racist English Island!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Reviewer
Lou
Location
Blackpool
Date
10/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We are constantly losing our connection, we never get to watch a complete episode of anything without having to wait for broadband to reconnect. It's such a nightmare. Even worse when we pause something and press play after a while, it's so frustrating when you've worked hard all day and just want to sit and relax with your family.I would definitely give less than 1 star.
Customer service is ok though and they sent out a booster, but no difference was made, 2 of the bedrooms still cant recieve broadband and we've followed all the guides to improve connection. Nothing has helped. Just paying for nothing every month.
Reviewer
Colm
Location
Sw20
Date
05/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Switched recently from Talk Talk - biggest mistake ever. Broadband is much slower and costs more. In fact it’s so slow, I can’t even do a speedtest. Particularly annoying when trying to work from home. I wish we had objective and accurate information, before switching.
Reviewer
Martin Breen
Location
Bt62 1ju
Date
05/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
In parts of the house we can't even get a connection. I contacted virgin a few times after getting it in. Couldn't get a satisfactory answer. So I have just gave up ringing them. Can't wait for my contract to finish
Reviewer
Dobromir
Location
Colchester
Date
03/06/2019
Comments:
Completely awful! Stopped my internet 10 days before my actual end of contract date. Have to wait 2 days for a technician when I have deadlines and work to do. The only way I can connect to the internet now is through a pay-as-you-go WiFi spot from BT which works better than my wired connection from Virgin.
Don't use Virgin!
Reviewer
Dan
Location
Harrow
Date
02/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have now over 5 months with virgin and had problems with the internet every single week... is the worst broadband I had so far
Reviewer
Damian
Location
Bristol
Date
01/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst comoany ever.I had Sky before and I still regret I change them to Virgin Media. I pay for a 100mb/s at the moment, broadband speed keep dropping to 6-8 mb/s in crucial moments. Spoke with Virgin custumer service hundreds of times NO RESUKT. AVOID AVOID AVOID
Reviewer
GWH
Location
Hertfordshire
Date
30/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
First things first - the broadband itself (200mb in my case) is lightning fast and much more reliable than it was a few years back, where router restarts were required almost weekly. So credit where it's due.
The flip side is the cost and customer service. As an existing customer with TV and phone trying to downsize to broadband only, the 'best' price they could give me for their slowest internet was £50+! Upon hearing this I decided to cancel and spent about 4 hours cumulatively over 4 days attempting to get through to their 'specialist' team to inform them of my decision. One call lasted over an hour before I hung up, and having to explain the same story to everyone I spoke to got old very quickly.
Unfortunately this pathetic customer service has really soured my opinion of Virgin and any thoughts I had of going back to them in the future have evaporated now.
Reviewer
Hasina
Location
Bradford
Date
28/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am giving this review because they are a scam they send me letters saying you could get 500 pound if I rejoin this virgin media took over £7000 in 3 years they took over £7000 for 1 phone and 1 broadband they said they would charge £28 the internet stops working to it takes them a week to come they still took the bill of 1 week even when it wasn't working I am happy now I am with sky it's the best company they they said for 1 phone they took £85 when they said it will be £25 the most scamming company is virgin media.
I am now with sky it is the best broadband company and no hidden fees.
Reviewer
clara
Location
Poole
Date
23/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID AVOID AVOID..you have been warned...trying to get through to customer service when things start failing (and they will) will be the start of your nightmare...YOU HAVE BEEN WARNED
Reviewer
A mac
Location
Luton
Date
20/05/2019
Comments:
Signed up in 2016. Got an installation date. Days before installation they co texted me stating they had cable problems and couldn't install. I then had no tv/internet for 2 weeks whilst I got another company to fit it's stuff.
A couple of weeks ago a get a leaflet stating virgin is now in my area. Had some great deals. Signed up again. 2 1/2 years later guess what. They contact me a few weeks before installation stating they can't install as , you guessed it, there's a broken cable.
Messed about twice by an incompetent and ignorant company.
Reviewer
polat
Location
BUXTON ROAD
Date
19/05/2019
Ratings
Speed
1.00 stars
Comments:
Slowest WiFi ever, slowest response and not working properly
Reviewer
Fatiha Farah
Location
Hove
Date
18/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Stay away. Money ripp off no integrity. All about making profit. The contract is 30 but you pay more and more . Lies they always have answer to justify their theft. I used them years ago and came back after 15 yers nothing changed. Shame on you bosses of virgin you are taking money of people who have no choices in life poorer and work for every penny. Thieves not a comoany. Their polocy is wrong. They cheat in between lines. Thieves thieves they prey on vulnerable. Their sales rep are liers liers
Reviewer
Joanna
Location
London
Date
16/05/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Broadband etc is actually not too bad. Customer service, on the other hands, is the worst I have ever experienced. I have been playing ping pong with them over the past 3 weeks. My contract is due to expire at the end of May 2019 and I was looking to receive a competitive offer as a long standing customer (10years). I was given that offer during the first call with the customer service. However, their system didn't work so they promised to call back. They did, twice in the following week to say that the system had not been fixed. Then I did not hear anything from them for a week, called back myself only to hear that the offer I was given never existed and in order to receive any sort of offer I would have to have a phone line on top of other services, which I told them I did have. Their response was hilarious, they stuttered and said: actually you still can't get that offer! They promised to call me back, and never did. My issue has not been resolved, called them back again today and apparently there is a system error on my account (has been for the past few weeks) and noone resolved it. Have been promised a call back..
Honestly, what a **** show
Reviewer
Susan Grist
Location
UK
Date
11/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Try cancelling a phone contract. Cancelled in Feb 19 as phone is broke.Virgin continue to Bill.send complaint that phone is no longer in existence including number and they say they have addressed complaint.WHen advised I had received no response to my complaint they said they tried to phone but the phone was not working !!!! the very mobile I was complaining about.
Come on Richard sort your customer service out.Again cancelled today May 2019 trying to rip me off for a further three months contract.I DON'T think so.Terrible way to run a business. Won't be using any of this company's products ever again.
Reviewer
Carla
Location
London
Date
10/05/2019
Comments:
Worst service ever, every couple of months we gave issues with our internet and it stops working and it takes Virgin days and weeks to fix. On Sunday our internet stopped working and we have been waiting days for an engineer to come and each day they cancel and make us wait for hours. Each day we call the customer care and they still ask us to repeat the whole story and they don't seem to be saving the history. We are looking for another provider this week, six days with no internet and still no word on fixing it is unacceptable in the UK in 2019!
Reviewer
Alex
Location
Cardiff
Date
09/05/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Literally the worst internet I've had in years. Absolutely terrible reliability and the customer service is no better.
Reviewer
John
Location
Cambs
Date
08/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Terrible customer service, hours on hold or playing ping pong with the automated system, have to callany times as issues not resolved, kept putting the price up even though only just agreed a contract. Also the ONLY company that charged beyond a family members date of death to the time of the call, all other services generated the final bill to the date of death! Worst company have ever dealt with.
Reviewer
Becky Douglas
Location
Nottingham
Date
07/05/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The product itself is not bad at all. The customer service however is dire. They constantly ring you to "upgrade" you with a new offer so the bill goes up and up. When you ever need to ring the customer services department you wait for hours to speak to a person that doesn't speak English well to go round in circles, not get your problem solved and leave the conversation with the same problem but waves of rage to accompany it. I've even waited 35 minutes after selecting options to get to the cancellation team to be told its the wrong team despite the options and there's a further 30 minute wait to speak to the right person. Even cancelling it is absolutely ridiculous. Wouldn't touch it again with a 10 foot barge pole.
Reviewer
DS
Location
LONDON
Date
04/05/2019
Ratings
Satisfaction
3.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Customer service is awful - so frustrating to be on the call passed between departments, upsold, put on hold, and re asked the same questions over and over again. It's almost like they are trying to be difficult.
Reviewer
Michael
Location
Leicester
Date
03/05/2019
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
For the money you pay the broadband is very slow at times, not worth the money you pay, I thought this was the ultimate speed broadband but I was wrong, we have had times in the past where it’s been down for a day
Reviewer
teddy willoughby
Location
gloucestershire
Date
03/05/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Not very reliable had it now go down within 4 months twice. Right hand doesnot know what left hand is doing. They will only give credit if its been down over 24 hours, service bad thinking of leaveing them.
Reviewer
Gianna Camilotti
Location
London
Date
02/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The worst customer services I have ever seen. Run, just run!
Reviewer
Mahmoud Kamal
Location
London
Date
01/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I am a new Broadband Customer moving from SkyTV. The broadband Service supposes to be installed and activated on 10 April by Virgin Media and at 10 April SKTV disconnected the broadband service. I received the HUB on 09 April and immediately I informed Virgin media customer service that there are no cables in my house. it took virgin media from 10 April to 29 of April to get my service installed and activated :( during that period 4 Virgin media engineers visited my house and at least I had made over 8 calls to Virgin Media customer service
Reviewer
Rosie
Location
Southampton
Date
01/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give virgin 0 stars I would, they have been absolutely terrible. Appalling customer service and appalling service, I purchased 100mpbs and was served with less than 1 when using a Speedtest app recommended by virgin
Customer service repeatedly promised me I wouldn’t have any more issues after ‘fixing’ the problem but regularly I would have WiFi for 10 minutes before it stopped again.
I have never had to deal with such poor and rude customer service before and willt never choose virgin media for anything ever again!
Reviewer
Nazrul
Location
Lndon
Date
01/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please do not sign up with virgin broadband they charge you so much on calls. And if you leave they will charge and you have to give them 30 days notice and they charge late fee Like bank. They treat you very badly when you gibe them notice. Very aggressive customers services. Not sure if Richard knows what’s going on in his company.
If you want peace of mind keep away.
Reviewer
Jdjsej
Location
Hounslow
Date
01/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Slowest WiFi ever, slowest response and not working properly
Reviewer
Nick Stanhope
Location
London
Date
29/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I massively regret signing up. Its been a nightmare from the very first moment. They have started charging us for a broadband and tv service, despite the fact that they have failed to deliver anything. They've made so any mistakes, lied to us and wasted endless hours of our time trying to contact them.
Reviewer
Lynsey
Location
UK
Date
27/04/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Internet connection CONSTANTLY INTERMITTENT. You phone up and they fob you off with ‘you need an extension router to stop intermittency’ then you buy one and the connection is still intermittent on and off constantly. Load of crap!£
Reviewer
katherine Owen
Location
Neath
Date
26/04/2019
Comments:
If you're thinking of going to virgin for anything, please don't make the mistake that I did.
They are the worst ever company that I have ever dealt with. I decided to change to them as their package sounded good, but have never had my original telephone number allocated to me.
I have made over 20 phone calls in the past few weeks in an attempt to solve this, but I have different answers all the time. I have spoken to managers on three occasions only for them to put the phone down on me... its so frustrating.
I have had this number for over 22 years and my husband relies on this for his business. He has lost customers now as they can't get through.
I changed over on the provision that they keep my number.
I spoke to customer services on several occasions, and at one point I thought I was getting somewhere. They arrange for an engineer to call to sort it out. Low and behold, he came and installed a new line, a new number, can you believe it. This number is no good to us at all.
So, if you're thinking of changing over to virgin, don't bother, they are the worst ever. I have sent an email to xray, and in the process of speaking to the ombudsman to try and solve this.
I am absolutely disgusted at their customer services and the the atrocious way I have been treated.
Reviewer
Amy Gorton
Location
Tooting Bec
Date
25/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT use Virgin Media WIFI - we have signed up and the day after our two week period in which we were free to cancel the contract ended our WiFi instantly became terrible. Do not choose.
Reviewer
Ana Maria
Location
London
Date
25/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Bad customer service, very disappointing with virgin media for paying £52 a month just for the internet! I tried to call them many times to sort it out and always being very rude and not helpful at all..... just to take the money away from us. Very disappointed ☹️
Reviewer
Sebastian Stanciu
Location
Northampton
Date
25/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful. Waited 3 months for an install the first time. Just moved so I htought I would give another chance. BIG MISTAKE they created the contract only to be told that I have to wait 6-8 weeks to deploy 8m of cable. I called to cancel and I have been demoted from fibre to broadband, called a second time offices closed. The level of incompetence they show is simply excruciating I don’t know how they are still in business. STAY AWAY
Reviewer
Brian
Location
Carnoustie
Date
25/04/2019
Comments:
Cancelled Virgin Media yesterday to go to another provider. Today my internet connection is lost. Is this a co-incedance? I think not. Paid them for another month, so should be providing service. Loads of issues in past, e.g. replacement router that was inferior. Stay well away from them. They are not as good as all their advertising blurb promise.
Reviewer
Stephen
Location
northern ireland
Date
25/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not supply the speed they sell, not matter what they tell you or try to fix.
Hidden charges, they will state free set up, and then add an activation fee of £25.
The SD picture is the worse quality you will ever see on any provider, this is a ploy to get you to upgrade to HD at extra cost. I am 2 months into the contract and its the worse move I ever made, there customer service is shocking, waste of time contacting them. 10 months to go back to SKYQ.
Reviewer
Colette
Location
London
Date
23/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Failed to process my cancellation and kept sending bills for 5 months - then passed the "debt" for 5 months' line rental to a debt collection agency! I now have the record of defaulting on my credit file and have been turned down for a phone contract because of this. I've called regularly during the 5 months and am always told that the issue is their fault and it will be sorted out immediately - then next month, I get another bill! At the end of my tether with them and I would strongly advice AGAINST ever using this company!
Unfortunately due to my roommates' previous contract I am now using a Virgin Media service again - even though we bought two lines to cover the 6-room flat and are paying over the odds, our internet still periodically goes down for no reason. (We're in central London.)
Please never use this company - they will steal money, fail to provide service, consistently lie to you on the phone and are very likely to ruin your credit rating as they're unable to process something as simple as a cancellation!
Reviewer
Michael
Location
LONDON
Date
23/04/2019
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with Virgin for more than 3 years and pay for 100mbs. I installed WiFi UK mesh network and get 107mbs!!!
All the places where where Virgin provides Internet the speeds are fabulous.
Before Wi-Fi UK guys I stalled my mesh network, I could only get maximum of 70mbs from the original VM router. The WiFi signal was dropping too often. There were black spots upstairs and no internet in the attic. Who would be satisfied with lower speeds and rubbish coverage? Ps range extenders Virgin give out didn’t solve the problem. After I installed the WiFi UK mesh I get the internet I pay for everywhere and am a very satisfied customer of Virgin.
Customer service isn’t bad either.
Reviewer
Thomas
Location
Brighton
Date
22/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Don't trust their advertised speeds. I pay for 200 mb/s but I only ever see just under 100 mb/s. 100 mb/s is fast but I don't trust Virgin when they promise, and I pay for, and they simply don't deliver
Reviewer
Adrian
Location
Portsmouth
Date
22/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I have been a customer of Virgin ,Media ever since it was Cable and Wireless then NTL then Virgin. The speed has gradually crept up but so have the costs. Last year in March I moaned about the cost and my monthly bill went from£59 to £25 monthly for phone and 200M broadband. The reliability has always been poor and WiFi always patchy but with the router on a shelf upstairs it’s just ok.
This March I called as my bill had jumped to £44 monthly and ended up cancelling my phone service however I had the rudest operator I have ever spoken to who dropped my call before completing the transaction. Next think, the line got swapped to another provider and someone at Virgin decided I didn’t need my broadband either so switched it off. After six calls and several hour wait, three operators promised to reconnect me and apologised for their mistake. Still didn’t happen so I called yet again and was told some cock and bull story about OFCOM rules and an 8 day wait to start reconnection even though it’s Virgins fault not mine.
Cancelled the direct debit so they can whistle and BT installing this week for free. This would have been bad normally but I had a very major cancer op when our telephone and broadband were off so had lots of additional stress caused by Virgin. Of course all my friends and family know why they couldn’t call me so Virgin Media have lost several more customers already. Do yourself a favour and go elsewhere
Reviewer
Worst Broadband on Planet Earth
Location
Berkshire
Date
20/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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?
Reviewer
Abhinav Singh
Location
Southampton
Date
19/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst service ever! Intermittently disconnects/restarts throughout the day; I am on Vivid 300, and the download speed I am getting is around 5 to 10 mbps for the last two-three days, and they supposedly 'guarantee' a minimum speed of 180 mbps! Virgin is simply taking advantage of people and providing rubbish service if there is no BT fiber line at their locations!
Reviewer
Andrew
Location
UK
Date
19/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When we closed our Virgin Media Account they failed to close down our old email addresses with the company. Nearly 2 years later, hackers got into my mother's virgin email address and began trying to access her accounts on other sites and registering new accounts using her identity. After confirming that they understood the situation, Virgin refused to change the password on the email address to lock the hackers out, or to take any other action at all until we signed a new contract with the company. They made it clear that this new account would be fully charged and non-refundable. They turned my mother's identity theft into a marketing exercise and willfully aided criminals for a quick buck.
Reviewer
James
Location
Brigton
Date
18/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
WORST SERVICE EVER ! Terrible customer service, i am paying for 350Mbps, I get 20Mbps if i am lucky. The online chat function rarelty works and escalating an issue is impossible. THE WORST.
Reviewer
Shaye
Location
SE11
Date
18/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Such a terrible service!!! Constantly cuts out take 5 days to fix anything AWFUL
Reviewer
ScarliDarli
Location
London
Date
17/04/2019
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Worst WiFi. Stops working between 11am and 5pm every single week day. No amount of restarting, resetting etc will get it to work and customer service just say that they can’t see anything wrong with it on the system and then, oh, 5pm comes and it works again. I work from home some days so this is incredibly annoying. Actually ended up getting a dongle which is wonderfully reliable. Not ok when the £40 bill for VM comes each month.
Reviewer
Ruth
Location
Reading
Date
16/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have never felt the need to leave a review for any company before but I feel like Virgin Media has been such a bad company to deal with that I need to say something.
Not only were the customer service team patronising at first, they were blaming me for the screw-ups they made. I now have to wait three days before I can even use the broadband service I have already paid for, will be cancelling my contract as soon as I can and will never be recommending their services to anybody.
Reviewer
Kieran
Location
Grimsby
Date
15/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The customer service are all foreign and can bearly speak a word of English. They time waste, rude and lie. It takes like 30 minutes of listening to the crappy automated voice to get through to one of their foreigners who don't even understand what you're saying.
If you are moving to virgin media make sure you have plenty of time to waste on their absolute ***** customer service.
It's funny... Their sales team are all English and from England and speak perfect English...but their support team don't speak english well and based in Asia.
Company overall is a solid trashy 1/10.
Reviewer
Leszek
Location
Poole
Date
15/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst service in Uk they cancell my direct debit without letting me know and without reason So it looks like they don’t want money for they crappy service.
Reviewer
biker7
Location
Nottingham
Date
15/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
When you're paying for 100 mb download speed and over a period of 4 days you get download speeds of 0.1 Mb, 109.28 Mb, 40.74 Mb and then 22.35 Mb. Try talking to Virgin Media and you get an Indian who can hardly speak English and isn't really interested.
Reviewer
Martin l
Location
Pinner
Date
14/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
From day one absolute rubbish rude and arrogant staff . and the worst WiFi I have ever had .
Reviewer
David Gibson
Location
Leeds
Date
13/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Paying for 200 getting 39/40 !!!
When I speak to them they fob me off saying its because I am wireless and objects in the way or distance. My router is less than 2ft away from me in plain view !!!
Total rip off merchants looking for another provider and moving asap.
Reviewer
Clive
Location
Waterlooville
Date
12/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have reported poor wifi speed a few times, feel
like I am banging my head against the wall. I have been told it is a problem internally, this is bull, if you turn the wifi box off for 10 seconds and then on again it starts working. Virgin Media have caused the problems by renewing the Green box at the end of the road and this is not being addressed. Broadband use to be good and reliable before thrreplacement of this connection unit. Sort out you poor internet speeds Virgin, they are not consistently what I am being charged for. On the verge of binning them off for Sky, no BT line connected to my property is making this difficult.
Reviewer
Debbie Jane
Location
Blackpool
Date
12/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After spending a full year with Virgin Mobile/Media/Broadband & paying for 100mb (which we did not receive for 1 year!!!) Finally, an engineer, who has been with Virgin for over 20 years & another engineer have got my husband & myself the signal we should have been receiving from day 1!!! Everytime we phoned Virgin to ask for help we were always told our broadband was running fine, when clearly it wasn't!!! Virgin make it almost an impossibility to leave them!!! When I received my first mobile phone bill there was an extra charge of £100:00!!! After several phone calls to Virgin, they finally agreed a member of staff from there Blackpool store had added a Smart Phone onto my account without my knowledge!!! I was given a £100:00 refund & 3 months of no bills but tbh, this should have been taken to the Police, fraud is a serious crime but as per usual Virgin manage to keep everything "In House," shall we say!!! Before I finish, I must say a "Huge Thank you" to Steven & Sean the Virgin engineers who actually know what they are doing...
it's only taken 1 year after all!!!
Reviewer
Jamie Bordbar
Location
Sutton
Date
12/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Virgin called me to offer me TV channels at £2 extra cost per month since I was already paying £50 per month for Broad Band. The Virgin Representative specifically told me; there will be 0 installation costs, 0 setup costs, only £2 extra per month.
Then they charged me for installation, I called to cancel it but it was too late. I explained that I was told 0 installation charge and hoped the call was recorded.
I was told that they would investigate, never heard anything since and the Box they installed doesn't even work properly, the TV picture skips every few seconds.
Record your conversations with them.
Reviewer
Bart
Location
Rothwell
Date
10/04/2019
Ratings
Satisfaction
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Good bradband speed with very, VEERY bad router. The point is the customer service is rubbish. Curently awaiting to speak to someone while writing this review for the secont time and waiting in a cue at the moment 51minutes. Just changed my mind and cancelling as customer service is totally crap.
Reviewer
Andrew R
Location
Glasgow
Date
10/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After months of our Internet speeds slowing dramatically between 6pm to 9pm, we tried to get in contact Virgin Media. After several attempts using its online chat service, we spoke to someone who then turned off our Internet. We then had to phone and wait an hour to speak to someone to resolve the issue. The advisor we spoke to had the tenacity to suggest we had turned off our modem. No apology when she discovered her colleague had. Nothing.
After that we decided not to keep Virgin Media when we moved home. You need to give Virgin Media 30 days notice, which we did.
Only Virgin Media decided to turn it off three weeks early, making us even more stressed while dealing with the sale of our house.
Ever time we phoned Virgin Media, we were passed around, speaking to six people on the same call. Each had to complete security and then ask why we were calling. It is awful customer service designed to infuriate or wear customers down.
When we finally spoke to a manager, he said it would take 3 days to get our Internet back on. He would not give an explanation for this timescale. He offered us compensation of £8 (which when you work from home is just insulting). He was like talking to a robot reading from a script. When we said we still were not happy, he refused to send our Deadlock letter so we could go to CISAS (their alternative dispute resolution service).
It's been three days. Our Internet is still not back on.
Do yourself a favor. Do not go with Virgin Media. Their advertising is lies and their customer service is truly awful.
Reviewer
Leszek
Location
Poole
Date
09/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Totally disappointed They cancel my direct debit without letting me know and now they expect to pay manually Shame on you virgin
Reviewer
Abid Ayoubi
Location
Trowbridge
Date
08/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media Business should be ashamed of their service and they should change their company's name to some **** company because they do not know how to serve costumer and they are more professional in scams than in providing internet to people. I have been patiently waiting since three months for their people to install internet at my store but every time they came with different excuses which i accepted because i thought such a big company won't lie. The tricky thing with their contracts is that on the very first day they know that there is going to be extra construction work but they won't tell you in the start. After waiting some time, one will accept any condition to get the service on and this is the point when the virgin media will ask you for extra money or upgrade the package. To be honest i will never ever recommend this company to anyone even if they are willing to provide the service for free and in one day because they will lie again and again! Better to be without internet than being a costumer with virgin media business. I would recommend them to change their name from virgin media business to virgin media SCAM!
Reviewer
Caron Richardson
Location
Greater Manchester
Date
07/04/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Brilliant product but the customer service is beyond shocking.
I was out of contract and wanted to cancel my contract because of a change in circumstances due to ill health. The first representative told me there was no problem and as I was out of contract this could be done immediately. They put me through to cancellation department, they said I had a debit balance so they couldn't close my contract. I knew I did not have anything outstanding, and having been transferred to their accounts department, they confirmed there was nothing owing. Over an hour on the phone and I spoke to NINE representatives. By the end I was actually close to tears and the person I spoke to was actually ridiculing me. I would NEVER go with Virgin Media again, and strongly advise people to give them a miss. I had trouble earlier in my contract with them, and I know these are bit isolated experiences. VIRGIN ON THE RIDICULOUS. There are other companies out there who offer good broadband service, and who offer better customer service. Be warned!
Reviewer
Phil
Location
Scunthorpe
Date
06/04/2019
Comments:
Paying For 200. Getting 15.
Virgin media are outright stealing from customers.
Reviewer
David McDaniel
Location
London
Date
05/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Truly appalling customer service. Constantly raising prices. No sense of of loyalty to customers. After over 20 years closed contract moving home. Completely inflexible do not deserve customer support.
Reviewer
Daniele
Location
ILFORD
Date
04/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I try to cancel the account on 16 of January, called to 150 to cancel it, after 34 Min waiting on the phone, the call center turn off the phone when I said switch off the broadband. Still send the envoice, for two month I didn't pay after cancell it. The customer service doesn't work well, they shouldn't turn off the phone to a customer, it happened again today, very rude service and actually the broadband very expensive compare to other network, 38 pound monthly for only broadband for a costumer with them over 8 years.
Reviewer
John
Location
London
Date
03/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly disgusted by this thievish company. They will take money from the account without you knowing about it. What a disgrace
Reviewer
Mac
Location
Isleworth
Date
03/04/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Disgraceful service. Paying for high speed internet and it rarely works reliably without issue for more than a week at a time. Sometimes the internet cuts out 4/5 times a day. Had an engineer come out and fiddle with some cables and said the issue was the with the connectors, which he replaced, thirty minutes after he left the internet was gone again!
They said they would send out another engineer between 12-4pm the following day, I took a day off work and guess what? No one showed up!! Completely unacceptable.
Reviewer
Tony Clulow
Location
Sawbridgeworth
Date
02/04/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
The epitome of poor service. And bad practice.
Firstly, the rental goes up every year, often by large amounts. Our basic subscription jumped from £20/month (after last year's renegotiation) to £40/month after 1 year. The only way to reset this is to cancel (again) - really cancel, and then wait for them to call back a few days later with much reduced rates. In our case down to £12/month. But obviously this will revert again after another 12 months. If you're prepared to go through this hoop every 12 months, good luck to you. For me, this is indicative of their attitude to their customers. See what they can get away with. Make you go through hoops to bring the rate back down. Slide it back up again afterwards. Not an attitude I'm happy with.
Secondly, the actual router/modem/internet service was poor. Often dropping out or running slowly. Many times a reset of the router/modem was required.
Now trying other providers in the hope of finding one with good service and that doesn't inexorably increase its charges. If such a beast exists, I'll become a loyal customer.
Reviewer
khaled
Location
Bristol
Date
01/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ONE word ZEROooooo Review, I understand there are technical issues and thats norma, but the scustomer suport are like robots, very limited. I dont blame the people working in there, they just follow a must do process, they dont really care if you cancel your contract or have painful time with the service because they dont believe in this crap brand. unfortantly today you can be a billionare even if you have bad rating..Im not a hater but this like taking an advantage of customers.
Reviewer
Michael
Location
Wembley park
Date
31/03/2019
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
i m having issues with broadband in Wembley park area
for the last 10 days or so the internet keeps failing for longer and longer time every day.
Though on the virgin website says no issues and advises me to check of my modem is plugged in etc , and despite the fact that i keep resting it, i have no internet for longer and longer times.
Makes me wonder whats the point of having super duper fast internet when it keeps dropping all the time?
Are we (the virgin customers) getting value for money ?
Reviewer
Mr Andrew Reavill
Location
Elsecar
Date
31/03/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute disgrace this is pushing the trade description act in my opinion.
100mb? Never happened in the 2month I have had it. Been down more times than I can count and sometimes speeds of less than3!
When you have the cheek to contact customer services they suggest buying a WiFi booster! You cannot boost whats not there clearly!
Not delivered at all on their sales pitch at all. Absolute tripe I am afraid. Do not believe em I say. Customer service is crap and unless something dramatic happens, they have no chance of me renewing after 12 months.
Hopethishelps
Reviewer
Benjamin
Location
Oxford
Date
31/03/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Rarely got the advertised speed. Had few periods where broadband was out of action. Customer service was absolutely shocking when we moved house and tried to cancel the deal, the only way to do it is on the phone, then they asked lots of completely irrelevant questions. Won't be using Virgin again.
Reviewer
dfg;
Location
fgiop[
Date
30/03/2019
Comments:
The wifi is a scam because I can not get good wifi from 10 cm away !!!!!!!!!1 person can not go on it without losing connection.also the pants security code made mine broken into 14 times.you wast you time and money on this don't get it and go to BT just cause they atleast give you conection from 10 cm away haha!!!!!!!!!!!!!!!!!!!!!!!!!!!
Reviewer
Taran
Location
Leicester
Date
30/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media is a terrible broadband provider with little support to give you when the WiFi constantly goes down in the area. We have the better option with speed boosters around the house and the WiFi struggles to make it up the stair every so often everyday the WiFi will disconnect with the support team giving no help
Reviewer
Rafael
Location
England
Date
30/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Internet speed slower than expected but decided to just deal with it throughout the time I'm there since the building is monopolized by Virgin Media. I had a very hard time cancelling the service.. even though I am moving out of the country. I had to state that I'm moving out and there won't be an account available to pay for further services where the agent would finally act on closing my account. Highly unethical company. And then... after finally being in the process of closing, my internet became less responsive and very slow. Most of the time it would just stop working. Thanks for the retaliation Virgin Media. I will never use your service again. I will tell everyone around me the same. Horrible and unethical company. The agent I spoke to on 3/29/2019 in the evening was nice and understanding. He essentially blamed the horrible customer service I received from people that were outsourced. It doesn't matter if they were outsourced. What matters is that I have been having horrible experience and Virgin Media did nothing to try to appease me as a customer of 2 years.
Reviewer
Chimps
Location
UK
Date
29/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
We have been without internet for 36 hours and have spoken to numerous customer service people.
At first we were told it was a fault with the hub and a new one would be delivered in 2 days.
When we said we had internet earlier that day but it had dropped out in the afternoon, the customer service rep said he needed to send out an engineer to check and asked if we were available for a visit between 12.00-16.00 the following day. Due to work commitments we arranged for family to come over to be present when the engineer arrived.
I received a call at work saying the engineer would be late arriving at 17.00.
At 17.46 I received a text saying the service visit was now on hold while Virgin investigated a network problem. (A whole day wasted for our family members who kindly offered to help).
Called Virgin and they offered little explanation as to the cause of the problem only that it was being worked on and they predicted it will be resolved around 01.30 a.m. When I asked how we would be compensated for lack of service they offered £5 deduction to our next bill which I said was unexceptionable due to the inconvenience of waiting in all day for an engineer no show.
Having been put on hold for what seemed like an eternity they eventually came back with the offer of a £10 deduction to our next bill.
Later that evening I received a text to say the issue was now resolved, please restart your equipment and wait 30 min. (Which I did). No change still no service....
Again called customer service to get no real help. More trouble shooting which I had already done with countless other customer service reps only to be told they needed to send an engineer to site to investigate further.
Having explained the situation again and again and again, we found ourselves right back to where we started with the earliest an engineer could come to site being the start of the following week leaving us without service for 3 and a half days...... I asked how we would now stand to be compensated for the additional lack of service and was told we had been compensated by the system to the maximum level for amount of days without service.
When I asked to be put through to the manager I was transferred but no one answered the call transfer, there was just background office noise. Had to hang up and ring back explaining the situation again for about the seventh time and again asked to speak to a manager. I was told they were busy and would call back. I said I would wait and they insisted they were too busy to talk and only offered a call back. I told them not to bother and said I would leave feedback for others to read for reference.
The whole situation has been handled pretty appallingly and this is not a stand alone case for Virgin in our experience.
We have been with Virgin for a number of years but have now handed in our 30 day notice to transfer over to SKY due to a steadily declining service.
No attempt was made at the time to retain our business. Only days later having submitted our 30 notice did we start to get calls from the so called Virgin (LOYALTY?) team. Too little to late I’m afraid. If you wanted us to stay, maybe trying harder at the time would have been an idea....
I can only recommend others to avoid using Virgin. They want to take plenty but give little in return I’m afraid.
Reviewer
Shukur
Location
York
Date
29/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The network has extremely poor customer service, I ordered I phone 7 instead I received a sim only contract. It took me about 4 weeks to sort out the problem.
Reviewer
Michael Aristedou
Location
London
Date
28/03/2019
Comments:
I rate your whole service at zero, your broadband is slower than my 92-year-old aunt, and when you are questioned and challenged you say The service is working properly and when asked for a new Router you tell us we have to pay for it, your call centres are a joke and run on the cheap, I will be leaving your service at the first available opportunity, after eight years of customer loyalty you treat us shabbily and with contempt,If any of you had any shame you would be out stealing for a living ! Goodbye virgin and good riddance !!!
Reviewer
Mr X
Location
Ilford
Date
28/03/2019
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Very poor, unstable, inconsistent broadband. WiFi connectivity in my house is average at best. Customer Services are poor, they follow scripts and seem unable to deviate from their rigid responses and lack a genuine interest in getting the fault fixed or even bringing a worthy solution. Don't be fooled by VM's published download speed of hundreds of mbs, its a lie. Most days I get 7-40mbs RUBBISH!!
Reviewer
Nadia K
Location
London
Date
27/03/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
After being with Virgin for over 15years and in the last 5 years {after upgrading equipment}I have had nothing but problem after problem with this company so much so that i actually feel my blood pressure rising every time i need to call them and then blood pressure through the roof every time I speak to them! However today I had to call virgin regarding being over charged by nearly £300 and after finding out it was a mistake with human error, I excepted it as the gentleman on the phone was sympathetic, kind and very apologetic and for the first time ever with virgin put the phone down feeling confident my issue has been sorted. Virgin you should feel ashamed that your overall customer service ratings are so very poor!Perhaps Brad from your Teeside Branch would be better suited to your company training your staff how to deal with your clients in a highly professional manner as that is what he was in every way and such a asset to your company!
Reviewer
Marian
Location
Feltham
Date
27/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I've recently moved houses, and I've booked to move my broadband to the new address. The lady I've spoke with she told me she have done all the checks and the new broadband connection can be installed to my new address. I had to wait for 2 weeks for a technician to come, and that happened today 27th of March. After 1 minute, he realise that he can't connect a new broadband because he didn't know hot to fit a new box. He booked me again for 11th of April. That's really not acceptable. My fiancee had too take a day off from her holiday to make sure someone is at home to have the new broadband installed and now we have to wait 2 more weeks, book another day off from the holidays because your technicians are nor prepared for jobs. That's ridiculous!! We have wasted time and money waiting for you and you couldn't do it. It's the worst customer service I ever received in my life!! I had to call you 2 times today to try and get it fixed for your own interest but you where really not interested in helping me and asked me if I want to cancel my contract. YES! I cancelled it! I would never ever recommend your services to anyone! I hope other people will see my complaint before signing up with you and think about this twice.
Reviewer
David
Location
St helens
Date
27/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Probably the worst customer service I have ever experienced in my life. If Anybody could offer similar speeds I would leave straight away. Dreadful.
Reviewer
Richard Haley
Location
Glasgow
Date
26/03/2019
Ratings
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Been with virgin for 6 years and I'm glad to be leaving them next month nothing but price rises and hassle . I will never use them again.
Reviewer
Radvile
Location
London
Date
25/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Every day I receive marketing calls even I told to delete my number and not to call me any more.. Also just at the end of my contract I've been told that I have to give 1 month notice that I'm leaving even I signed contract for 12 months and after 12 months has ended they still charge me but this time more, not 35£ but 51 £... Also during my contract period I was setting up direct debit 4 times and had to contact customer services lots of times.. The connection is horrible as well, few days a week we even didn't had connection at all.
Reviewer
Lindsey
Location
Sydenham
Date
25/03/2019
Comments:
Everyday we need to ring up as we lose our tv or internet. Paid for a phone line for 7 months that was never installed rang up everyday about it. They a robbing *****
Reviewer
Andy
Location
east midlands
Date
25/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible and rude customer service, poor broadband service and they will up your bill by a few pounds every few months or so for no apparent reason. They offer out their best deals to new customers and expect existing customers to subsidise this by paying more. Even when I was out of contract with them they wouldn't offer me the same discounts as a new customer so I promptly left. Paid for 100MB broadband but was generally getting sub 40MB, left and went to Sky for cheaper and faster fibre broadband. Would never use Virgin again.
Reviewer
Kasia
Location
Date
22/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I am so upset with how I have been treated by Virgin Media Customer Service. I called Virgin Media in November to cancel my contract as I thought the price was too high and the speed was not satisfactory. I was connected to the cancellations departament, the guy was quite friendly and told me that it was a sales tactic that they use, they put the prices up after 12 months of you being their customer and you have to call them every year in order to negotiate in order for them to lower your price. So basically we are all getting ripped off. He also recommended that I get a new broadband with my current one being over 2 years old and the difference of the speed of my internet will be like “night and day”. He said that I would have to pick my Broadband up from store but he forgot to mention that i had a limited time to do so. I weren’t made aware of this so when I got to the store it was too late and my broadband was no longer available. I called Virgin Media today to explain what happened and I was on the phone waiting to be connected for nearly an hour! I was connected to a very rude man who was very patronising. He kept talking to me as if I were a child or I couldn’t understand him even though he could clearly tell my I was a fluent English speaker. He also kept talking over me when I pointed it out he turned it around and said I was talking over him! He then told me that he would not be able to honour what was proposed by the other advisor. I asked him to put me through to someone else or a manager as I couldn’t communicate with him and he said “They will just tell you the same”, he point blank refused! In the end I just told him to cancel my contract all together and he didn’t even try to hold me back. By going for a bigger company I thought I would get a better service than this, I am very disappointed and defiantly wouldn’t recommend!!! I work in customer service myself and I would never talk to any of my customers that way even on a bad day! I just wish I got his name, so RUDE!
Reviewer
Liz
Location
Dundee
Date
22/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wouldn't advice anyone to go with VM
there customer service is appalling waowaited 20 mins before phone was answered i couldn't understand what the other person was saying, got no satisfaction, cancelling my contract and going elsewhere.
Reviewer
David Duffy
Location
St. Helens
Date
22/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Don’t go with virgin their service is rubbish they keep saying it’s not their fault, it takes ages to get them on the phone then they pass you to someone else you have to wait again then they don’t do what you ask so you have to phone again and again they try to charge you for things that you don’t want or have on customer service I would have given a minus but there isn’t one
Reviewer
Rowland M.Bromilow
Location
Cardiff
Date
21/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media are the worst business I have ever come across! As with everything else Richard Branson touches it can only go downhill very fast! We have now had eight months of their abysmal Virgin Media service with bad connections, signal drop outs, resetting equipment every two days, speeds of less than 1mbit/s, trainee engineers who just make everything worse and customer service who are usually extremely rude as well as being very unhelpful. For example:- it took me 6 months to stop paper billing which we hadn't asked for in the first place!!! They never did answer this complaint!!! Probably because I suggested compensation!!! If they can't provide the service they advertise then they are in breach of our contract and we obviously need to go to a proper provider like Talk Talk or back to Sky who are ten times better overall. At least they do try and fix faults, unlike Virgin who have done precisely NOTHING!!! Or to be precise have only succeeded in making it WORSE!!! .
This means that Our children are constantly complaining about connection issues and no signal and have been begging me to ditch Virgin and go back to Sky. This might not have been the fastest but at least is was consistent. At least Sky had better customer service and made more effort to to provide a service. Virgin meanwhile just try and keep you locked in a contract while providing you with a dismal service.
I have asked them repeatedly to send an experienced engineer instead of the trainees we usually get. Plus a full van of spares they are going to use to fix the issues! Perhaps then we might have half a chance!!! However they just totally ignore you but keep taking your money. Now they don't even bother with the complaints procedure!!!
Reviewer
Rowland M.Bromilow
Location
Cardiff
Date
21/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media are the worst business I have ever come across! As with everything else Richard Branson touches it can only go downhill very fast! We have now had eight months of their abysmal Virgin Media service with bad connections, signal drop outs, resetting equipment every two days, speeds of less than 1mbit/s, trainee engineers who just make everything worse and customer service who are usually extremely rude as well as being very unhelpful. For example:- it took me 6 months to stop paper billing which we hadn't asked for in the first place!!! They never did answer this complaint!!! Probably because I suggested compensation!!! If they can't provide the service they advertise then they are in breach of our contract and we obviously need to go to a proper provider like Talk Talk or back to Sky who are ten times better overall. At least they do try and fix faults, unlike Virgin who have done precisely NOTHING!!! Or to be precise have only succeeded in making it WORSE!!! .
This means that Our children are constantly complaining about connection issues and no signal and have been begging me to ditch Virgin and go back to Sky. This might not have been the fastest but at least is was consistent. At least Sky had better customer service and made more effort to to provide a service. Virgin meanwhile just try and keep you locked in a contract while providing you with a dismal service.
I have asked them repeatedly to send an experienced engineer instead of the trainees we usually get. Plus a full van of spares they are going to use to fix the issues! Perhaps then we might have half a chance!!! However they just totally ignore you but keep taking your money. Now they don't even bother with the complaints procedure!!!
Reviewer
Janet
Location
Coventry
Date
20/03/2019
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
My phone internet is more reliable then Virgin Media optical router we have. Connection is less sustainable than the previous BT non-optical we had. This is in the central area of Coventry. They should not advertise it as the best broadband there is.
When the internet is there it has the speed, but what is the point if you can't play a game online? It will disconnect all the time.
Reviewer
Alex
Location
CM20 2QD
Date
19/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst and slowest internet in the world!Disgusting.It is not clear what the company takes the money?
Reviewer
Eva
Location
Essex
Date
19/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking WiFi. Doesn’t connect and when I am connected, I am continuously in-connected. Called them to tell them it was poor and they said they might not have set it up properly, so the man on the phone told me what to do and said that wifi should be working straight away- WELL IT DIDNT! Don’t suggest going with virgin as they promised speed would be around 85-100 something but mine doesn’t get highs than 5 when I test it.
Reviewer
Victoria
Location
London
Date
19/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
3 months with Virgin Media and four collapses of broadband living me unable to work on my business. Once for over four days.
TWO YEARS WITH SKY AND NO ISSUES.
I had no choice but to take on Virgin Media in my building - these landlords that make deals with VM should simply not be allowed. So unreliable. If you have a choice, go with Sky.
Reviewer
Agnes
Location
Hayes
Date
18/03/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I frequently work from home and could never rely on virgin media to remotely connect to my work computer. The last few weeks finaly did me in. Why isn't there a 0 score, I would prefer to chose 0. Absolutely no customer care and I've used virgin for years. I have complained about my expensive service and lack of network services for months and told them I'm leaving. I replaced my Broadband and called to confirm that they have cancelled my service as I now get service from someone else. Thanks to Keira and her manager Kenny, I am being told that today is the start of my 1 month notice as the other people I told are not from the 'leaving' department!
I asked for customer service number and was told to cut off the phone and look for it. I asked if they were refusing with the number and Keira said yes she is refusing with it. Unbelievable lack of customer service. I'm now seeing on reviews all over that this is a common theme. No people skills at all and appalling Customer service, if you can even call it that!
Reviewer
Colette Sensier
Location
London
Date
18/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is the worst customer service I’ve ever had - completely unable to process the simplest things, none of them communicating with each other, and very rude into the bargain. Don’t be fooled into assuming that it runs well because Virgin Trains and Air so - it’s a different company that Virgin pay to put their brand into.
I cancelled my service in October, with a last payment date of 4th November 2019. Spoke with a lovely lady, was sent a final bill, paid that and returned equipment. They kept billing me as if that hadn’t happened. I called them to point this out - after every bill. Got through to different countries each time (I don’t have a problem with offshore customer service but it became apparent I was speaking to a different country each time - no wonder they can’t communixate) . Always on hold for ages, always ended with them saying they didn’t know what had happened but they’d sent orders for it to be cancelled now (except on one occasion when I was just left on hold for an hour). Escalated by February to texts and phone calls demanding money. I’ve called three times since then and tried to use their text service twice. No luck, and rudeness on the text service (it’s not a smart service or anything - just a random guy texting who seems to have no knowledge or power to escalate). I’m worried that the next step is bailiffs or debt collectors - frequency of calls is escalating. And all for bills sent months after I cancelled the service! Sorry this is Long but I really want others to know - DONT USE VIRGIN!!!
Reviewer
Phil ball
Location
Doncaster
Date
18/03/2019
Comments:
Disgraceful. I had tv package for 6months were ok wen I moved they said I was going to be connected. The day after moving I get charged 47 quid and they disconnected me. So to literate. I paid 47 and did not have the serv9ce. Now they're still trying to charge 170 quid f0r 3nonths even tho it got cancelled due to being disconnected and they take your money. All I'm saying is cover your self by the citizens advice. Or a solicitor. Cover all angles and fight for y9ur right. Avoid these cowboys
Reviewer
Paul oliver
Location
Swansea
Date
18/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service. I rang to discuss my terrible speed. 20mb download and 2mb upload. The lady told me this is fine and if i dont like it to go with bt. Safe to say i will be taking her advice. Never ho with virgin. Terrible terrible terrible
Reviewer
Mike
Location
London
Date
16/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Initial installation date was cancelled. Had to wait 2 weeks for the 2nd attempt. Since then my broadband hasn't worked. I've got to wait even longer to have this fixed.
Complete waste of time plus stress. Very horrible experience, if I would have known I'd never have joined.
Save yourself a lot of stress and money and do not bother joining.
Reviewer
Carmel P
Location
North London
Date
16/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Recently moved, staying in the same area. Informed by Virgin they don't provide services to this area so advised to terminate my contract. Today I had a call from Virgin to inform me that I have to pay an early termination fee of c£200.00. I wasn't told of this fee when I originally spoke to them about this. The customer services rep stated today that I should have stayed at my previous residence to avoid this fee (really????). What a joke!!! I am not paying this fee and will escalate it if I don't get a satisfactory response. I've just been reading some of the reviews and honestly am gobsmacked at how hated this company is. I will never sign up with them again.
Reviewer
brian kearne
Location
BUSHEY
Date
15/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
poor service,spent many hours trying to resolve phone or line fault. Informed them no access to site, to investigate problem. Over a week now,will leave as soon as decided which company better.
Reviewer
Jenna
Location
Warrington
Date
14/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ordered fast fibre optic to our home. It's been a month now and we still have no internet. Every week we get a notice claiming that Engineer would fix it it by given date X, but then on the given date we get another message that its postponed to date Y. This keeps happening every week now and calling in to the customer service number solves absolutely nothing. They can't do anything to solve it for you. Please avoid getting Virgin Media if you can, at least SKY delivers connection without problems!
Reviewer
Kasia
Location
London
Date
13/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Virgin Media is the worst broadband experience I've EVER had!! Some stranger will cancel your contract just because he used to live under the same address. CARD CHARGED. NO INTERNET. NO SORRY. AVOID
Reviewer
Karl
Location
Derby
Date
12/03/2019
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
This is the first time I've ever done one of these but after being with virgin for 5yrs. This last year has been nothing but stress and lies. Price hike with no notice. Lies about service bad internet which ment my phone bill went up (using mobile data) only to be told it's my phone then to find out it was a fault with virgin.. hung up on twice for wanting to speak to a supervisor.. only to be told it was my fault for the way I spoke to them. Then when questioned they said it was a mistake and it just cut off... nothing but lies and mis informed services.. really gone down in customer service.. avoid at all cost would not recommend
Reviewer
Julian
Location
Camberley
Date
12/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible customer service and the most unreliable broadband I’ve ever had EVER.
Reviewer
MK
Location
London
Date
12/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Worlds Biggest Liars and Cheats, they were the best once upon a time, but days pass by and they cannot be honest with customers been loyal with them for years.....
Say one thing and try to blame on customers that they did not understand what they said....
Reviewer
Ayesha
Location
Newcastle
Date
12/03/2019
Comments:
Virgin media by far is the ******** broadband provider going.
Every single day we have problems where there is no internet connection , we are paying £35 for the fibre optic broadband and its just *****. We are sick of complaining and nothing getting done . If anyone is thinking of getting virgin media, save yourself the time and your money. You will only be dissapointed. Even the sky £7.50 basic package is 100% better.
Reviewer
Syed
Location
Slough
Date
12/03/2019
Comments:
Terrible service very rude customer service unhelpful
Reviewer
Emdad
Location
Newcastle
Date
11/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor Wifi, we even have a Wifi booster, the technician are useless and cant really do anything. We only have a few devices connected and we lose connection always having to reconnect and enter password again etc as it says connected but in brackets no internet.
Reviewer
syed
Location
slough
Date
11/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
very unprofessional service very rude staff and unhelpful first time i have this but very disappointing
Reviewer
A hammo
Location
Sheffield
Date
10/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolutely aweful randomly reboots itself and has constant lag spikes. Had eningeers out about 5 times in last month or so and each time they’ve just made it worse cannot wait to leave!
Reviewer
Teodora
Location
North London
Date
10/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Worst company I had to deal with.
I agreed for a one year contract for Broadband 100Mbps for £32/month.
Meanwhile I became a Virgin Mobile customer too.
After 9 months I received an email informing me the price will go up with £3 after the one year contract period will be over.
Opened my bank statement and realized I am paying £41 per month(this is £9 more!).
So after more then one year of being with Virgin Media and also opening another account with them, not only that I have to pay more for the exact same product, but I am being charged without previously being informed.
Plus you I am enjoying the experience of being called a few time a month by the sales team.
Can not wait for the day I will close all my accounts with Virgin Media.
Well done, Virgin Media!
Reviewer
Darren skyrme
Location
Hampshire
Date
09/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay well away, Once they have you signed up there hole package is shocking. Vip bundle,we have had nothing but issues time and time again, its all a joke
Reviewer
Zac
Location
London
Date
09/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
as the ratings suggest...it is indeed the worst company to deal with....they will increase your bill without bringing in your notice...their customer support system is the worst...its not a customers support system..its a customers torture system....they will make you wait on the call for more than 30 minutes and then their customers' services will make you through same checks 3 times in one call.. and wont still be able to sort your issues.....
their prices are the highest and their quality is the poorest.... so stay away from this garb of a company if you want peace of mind.
Reviewer
Chris Lawrence
Location
Sunderland
Date
08/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Worst customer service I’ve ever experienced. Enquired why I have been charged a cancellation fee (outside of a contract) and told “That is not our concern”
Rude customer services hung up the phone. Would not use them again if they were the last provider available. Internet connection was terrible too. Shambles of a company with a useless bunch of unhelpful staff
Reviewer
Hansa Pancholi
Location
Leicester
Date
07/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband service provider ever, promised the world said they were miles better than BT and were they hell!!!! shocking customer service of call centres in India, they have one common phrase just reboot your hub box!!! 3 months I have had intermittent broadband not to say the money I have lost from my business having to work from home, and the hrs and hrs of time of the phone.
Richard Branson you proclaim to be a genuine entrepreneur wanting to give to the public but all you do is dupe people in thinking that Virgin are something extraordinary in fact they are a fraud.
My biggest mistake and regret was to leave BT, I would pay that bit extra in order to get the service as they promise.
Reviewer
Stephen
Location
Edinburgh
Date
07/03/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been with Virgin Media for 14 years. The broadband is good, albeit goes down a few times a year. Big issue is if you ever have to phone them they are useless - hours on the phone and seldom able to help. Best just to wait until services return or accept they will not setup your account or be helpful. Ive even had them promise I wasn't tied into a term, for someone else from Virgin to say that was a lie. If you are lucky you will get through to someone in uk as they are much more able to help - the foreign call centres are a waste of space / effort calling them.
Reviewer
Jake
Location
West Midlands
Date
07/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I placed an order through my work with virgin media partners, the deal was full house movies with vivid 200 at a reduced price. I received an order confirmation the same day, this service required me to set up a direct debit, credit check and confirm an installation date.
After a week (26th February) I still had no news so I called up, sales said they could see the order but they couldn’t process this due to no authorisation codes. I then spoke to pre installation and after around 30 minutes I was asked to send my order confirmation to kenneth (pre installation manager). I received a call back at 16.29 on 26/02/2019, it was then confirmed Kennith had reviewed the confirmation and virgin would honour the order confirmation. I recieved the paperwork for my new service which all stated £60 per month. I emailed Kennith to question this with no reply.
I rang again on 1/03/2019 at 10.36 and spoke to Ranjit. He spoke informed me the call was being recorded and confirmed the £45 per month price after consulting with Kennith. I asked about the cashback and Ranjit said he would need to confirm that again with Kennith. I requested an email to confirm the price and he said this would be no issue. He said he would call me back to confirm the answer on the cashback and would send the email confirmation of price after, neither of these happened. I then proceeded to send multiple emails to Kennith to try and find out what’s happening all have been ignored.
I phoned up again on 6/03/2019 at 11.19, the service operator spoke to Kennith and is now informing me they cannot do the deal previously agreed, I asked to speak with Kennith which I was told he was on another call, I was offered a call back which I agreed but this never came. Terrible customer service.
Reviewer
Mr and Mrs Razi
Location
Birmingham
Date
06/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Normally never write reviews but compelled to write this one. The worst broadband provider and customer service we have ever have to deal with. Intermittent connectivity issues over the last 8 months since installation. Essentially paying for a service that we’re not getting. The HOURS in total spent on hold on the phone over the past months with little to no help from virgin staff (multiple calls dropped or diverted randomly). Had enough and ending contract early and will be reporting to ombudsman. Shocking that such a large corporation provides such awful service.
Reviewer
Charlotte Jenkins
Location
Bridgend
Date
05/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
As much as the speed is good the customer service is horrendous! We were told we would get a refund on numerous occasions from 2 different people then when you chase it up they say otherwise. I wouldn't recommend them, they don't want you to stay with them and they lie about other providers. Not impressed at all. Not wasting my time with these people anymore
Reviewer
RJ
Location
East Midlands
Date
05/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting customer services... They are very rude and obnoxious...And cannot understand english!!!... They constantly talk over you reading from a script which they repeat over and over which is exasperating!!!... ...(All done strategically to try and wear you down)... A rip off regarding charges and they send late payment charges when they hadn't even sent the bill out. Beware!!!!!... Even when you say you are leaving at the end of your contract they cut off services and keep charging you for no services at all.. And they won't allow you to leave until you pay those absorbitant fees. Virgin media are without a doubt the worst company i've ever had the misfortune to deal with. They're money mad and completely unscrupulous. I'm reporting them to trading standards etc.
Reviewer
Claus
Location
London
Date
04/03/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
We've switched from Hyperoptic to Virgin only because we cannot get Hyperoptic at our new house.
Internet has been on and off for the past month and we're never getting the speeds we were promised. On the phone with these jokers every night and no one is able to resolve this.
Reviewer
Ana
Location
Bristol
Date
04/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst experience in life. I will never use Virgin Media again and definitely, I will not recommend to anybody. My contract has just ended now so I am cancelling it altogether.
-Every often price increases even if you have signed a contract for a year.
- Customer service tells you something and then they do a different thing. You give them the details of who you talked and when but they never have the records.
- On the 22nd February I paid a bill of £32 (which i was told by customer service it was my last bill) as the internet connexion will be cut on the 8th of March. Now I have just received a new bill of £33 (???) to pay by the end of March. What is this for? and different amount again!! This is just a joke.
- There was a time when I had to contact Virgin Media near everyday during a month due to the bad connexion. The connexion was fixed for a day and then again down or really slow.
Virgin Media experience is being just a nightmare that i do not wish anybody.
So my advise is that if you want to relax and enjoy your internet conexión DO NOT GET Virgin Media.
Reviewer
john doe
Location
wolverhampton
Date
04/03/2019
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Ive been with virgin for 4 years now and the only real issue i have is the broadband goes down for maintainance sometimes for long periods and they still charge you for it, but i have the 100mb package and i get well over that around 123mb-150mb without fail and i have moved house 3 times, Their Tv and phone service is not the best still pretty slow even with the new tivo box, skys tv is much better, they came and laid brand new cables to my house without asking, and the customer service do try and help as much as they can, they will always book you an engineer if they cant solve the problem, if youve been with talk talk or any other cheap provider then you know then struggle, virgin is by far the best for broadband in my opinion
Reviewer
Antony Magdalinidis
Location
London
Date
03/03/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Half the time these days the internet is down and they always have some excuse and say it will take a day for it to be back up. Just awful. Better pick another provider.
Reviewer
Maciej
Location
Birmingham
Date
03/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've made many complaints by phone and the problem is still unresolved.
My contract states that I should pay £27 a month.
Their system charges me £47 a month every month. I've been told 3 times that it is resolved and it will never charge me £47 a month again but it charges.
The only company on the market that clearly steals your money.
Reviewer
Baha
Location
London
Date
02/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Extremely poor customer service, no connection form2
Months no one cares, speed is a big lie
Reviewer
Paul towns
Location
Newcastle upon tyne
Date
02/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting customer service most repulsive people we’ve ever had the misfortune of dealing with.
Reviewer
Frank Jupe
Location
Romford Essex Rm5 3ax
Date
28/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The worst company our family has ever dealt with bar none!
We have told everyone to steer clear of these sheisters. They should wear a mask for trying to rob you !
Unprecedented increases, poor viewing, crackle telephone and an absolute disregard of the customer.
Happily we have warned close people and now you can also learn to avoid them . They are evil.
Reviewer
Tracy webb
Location
Harrogate
Date
28/02/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been with virgin media over 2 years now and I can't fault them...I've only had problems with internet twice and both times they sent an engineer out to me within 24 hours in fact this last time I rang them at 10pm last night and without hesitation engineer will b sent to you 2moro between 8 am and 12 pm...problem solved within 14 hours....never ever had that with sky I used to beg for an engineer as broadband terrible but they always refused....so big shout out to virgin...credit where it's due and thankyou for your prompt efficient service
Tracy webb
Reviewer
jay
Location
slough
Date
28/02/2019
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The VM 'customer service' phone line is pretty abysmal. In mid-December 2018, I requested (via web chat) that my package be downgraded. I was informed that it would be done by mid Jan 2019.
This didn't get done and I continued to be billed the original amount. I called VM media in late Feb 2018 to inform them about this. I waited around 10 mins in the queue, and eventually spoke with an advisor in an Indian call centre. I informed her of my problem and during the call I was put on hole twice for around a minute each time - whilst she discussed my case with a colleague. After the second hold, and without being informed, I found myself speaking with another advisor (in UK/Scotland based call centre, judging my the accent)...who started by asking me why I was calling and going through the same security questions that I had already been through with the first lady! I explained it all again only to be told that I would be put on hold again for around 5 minutes whilst *she* discussed my case with her manager. I complained about my experience, about being bounced between advisors and having to provide them with the same information repeatedly.
On the plus side. I was assured that my account changes would be applied immediately and that I would be refunded the amount that I had been overcharged. Also, the on-hold music doesn't feature the usual and infuriating 'your call is very important to us...' looped message. In a way this is probably an accidental admission that our call is in no way important to VM and they would rather we didn't bother them at with our problems.
VM are no probably better or worse than their rivals or corporate entities in general, who view customers as an unwelcome nuisance to be treated with contempt.
Reviewer
Rachel burrowed
Location
Bradford
Date
27/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I initially started my order with Virgin on 11th Nov... After terrible service my order was picked up by the Managing Directors Office and Lisa within it. Lisa said she's take me on a "Journey" and would get me Internet! on 27th Feb I still have no internet. Virgin has kept me waiting whilst they send my "pack" for the "civils" (digging up) to Finance, they've then applied for a Wayleave to Bradford Council when it should of been to my landlord as they are digging up his drive - despite having a site visit. They then sent the Wayleave to my landlord - didn't wait for him to sign and dug up the drive without his consent. After I called Lisa to inform her of the boo-boo she then tried to persuade me to inform him and get him to sign the wayleave, then said Virgin's stance wasn't to admit to mistakes. At this point I told him. Lisa then asked if she could shut the complaint down - I said no as we still had no internet. Once we had consent from the landlord I was told "the order manager would contact us" - this was from Lisa. I asked for the order managers contact details, she refused on multiple occasions and called me abrupt. Don't think we are buds anymore. I have had zero contact from the order manager.
I have since reverted to calling my illusive sales guy, Matt - who after accepting 2 calls is now ghosting me.
However I did get through to the order team in Bangkok, or somewhere similar. Who have said the "civils", digging up, isn't complete and they have bounced this back to finance to see if there are even doing this job - despite digging up the landlords drive!!! Also there is a delay on finance replying as this pack was sent to them on the 13th Feb!
No one at Virgin has a clue what's going on! So messaged my best buddy Lisa - got an out of office reply. Spent 30mins trying to speak to someone else in the Directors Office, only to be ghosted again.
Feel like a side chic on Valentines Day
Reviewer
Fedup
Location
London
Date
27/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The service has been intermittent for the past couple of days.
We've been informed that due to more customer usage and subsequent outage issues. Virgin will need new upgrade the cables in the Enfield area.
Apparently this will not completed till 12th June!
We have been with Virgin for approximately one week!
Why were we not informed prior to signing up??
The customer service has been absolutely shocking!!
Reviewer
Colin
Location
Exeter
Date
25/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I joined up for the £27 per month offer with a £20 setup fee. My first month I was charged £108, then every month after £47. I've contact them twice to rectify this. Both times I was told my billing would be amended but 5 months on and I'm still being overcharged and I've not received any refund for the excess charge. Also, although the internet is adequate speed, it's nowhere near as fast as advertised, and has cut out on a few occasions
Reviewer
Gem
Location
London
Date
25/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We've had an 'intermittent' service since November 2018 which has meant I've been unable to run my business reliably from home. Customer Services are unable to shed any light on what the problem is and when it will definitely will be resolved. Each time I contact them they move the goal post. It is still ongoing and it's now end of Feb 2019. Some days it just doesn't work at all! Have wasted so much time calling Customer Services, waiting on hold, and ultimately being told to call an 0800 number for service updates! We pay for 200Mb 'super fast broadband' - I don't think I've ever seen a download speed of more than 80Mb which to be honest is extremely rare! Usually around 30Mb on a good day. Time to shop around and go elsewhere..........
Reviewer
Mike Chapman
Location
Derbyshire
Date
24/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
When something goes wrong it is extremely difficult to contact anyone to get the problem resolved. Even the Customer Service Director refuses to give his phone number or e mail address. They give rebates to make up for their appalling service but the service continues to be appalling. It took 5 monthe to resolve my first problem. I cannot believe they are still in business. Don’t switch to them, use anyone else, because if anything goes wrong you’ll have a nightmare dealing with their electronic systems and Indian call centre operatives.
Reviewer
NNEMBU
Location
NWOKEJI
Date
23/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media is the worst company I have ever met on the Planet. I have had my broadband service interrupted so many times and when you call the useless call centre they are in a hurry to rush you off the phone. They need to stop using those terrible call centres. They are impatient unhelpful and totally useless. Do not make the mistake I made. Rubbish broadband service, even worse customer service.
Reviewer
M
Location
Whickham, Newcastle Upon tyne
Date
22/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I upgraded from 50meg to 350meg and found no difference in speed, the only thing that changed was the amount I paid each month. I used the online chat to report faults several times to be told there are no faults, I eventually rang to cancel the account to be told the speed being delivered was no where near 350meg, I’ll be with sky from now on
Reviewer
Ellie Carter
Location
Cheltenham
Date
21/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service! Awful customer service! Staff provide you with false information when you ring up to enquire about faults to avoid having to pay compensation.
Reviewer
Jacob
Location
Belfast
Date
20/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID AT ALL COSTS, VIRGIN WIFI CANT EVEN HANDLE A GAME OF FORTNITE, PATHETIC
Reviewer
Dan
Location
Reading
Date
19/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Avoid like the plague. Lost all internet access for the fourth time since the beginning of February. Called on Sunday to ask for a fix, they couldn't send anyone until Tuesday evening. 2 days without internet is a joke. Go with Sky or BT
Reviewer
fish
Location
Earl Shilton
Date
19/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
terrible every night after 12 goes out for a hour so it stops my streaming so i have to wait and without a lan cable internet is super slow so its not worth the 33 a month and it increases
Reviewer
Ben
Location
Leicester
Date
19/02/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
If you are looking for an internet provider. Try and avoid virgin media. Their speeds are good and that’s how they get you. But it just goes down randomly I don’t think it’s planned maintenance as in there website it doesn’t acknowledge that it has gone down. However in the last 2 months the internet has gone down multiple times for no reason. Stopping me from being able to do anything on the internet for up to 4 hours. They give no indication of when it will be back online you just have to hope and wait. Terrible company with no care for there customers. Avoid them please.
Reviewer
Matthew
Location
Leeds
Date
18/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
An absolute joke. The amount of times it disconnects at whenever, especially during importmant deadlines for work is a cruel joke.
Reviewer
TM
Location
Tunbridge Wells
Date
18/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID!
I am a new customer, 10 days in.
Super fast when it works but totally inconsistent.
Cuts off throughout the day
Speed goes down to 16 from 144, then cuts out.
Totally inconsistent
Shocking customer service
Not supported on social media (no customer service there)
Indian call centre > no ownership of issue and each person you talk to cannot see any record of what the tech issue is from the day before.
I am shocked that Virgin brand operates in this way.
Reviewer
JAN
Location
Lincoln.
Date
18/02/2019
Ratings
Speed
3.00 stars
Comments:
I had problems with them last year for 3 months! And this month it is second full day without Internet... Super unreliable. Avoid if you can
Reviewer
Glynn Mayhew
Location
Haydock, St Helens,
Date
18/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Terrible customer service. I tried using the live chat. They kept me hanging on for 28 mins, the at the last minute it cut off and went back to the beginning. It is vitally impossible to talk to an advisor. Without doubt Virgin has the worst customer service I have ever seen. The only time they want to talk to you is when they are trying to get more money out if you. Disgusting isn’t a strong enough word for this company.
Reviewer
Prescott
Location
Date
17/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Absolutely rubbish, it goes off every week, customer service is a joke.
Take my advice save yourself stress of calling them every week and getting fobbed off by them DO NOT GO WITH THEM.
Reviewer
Suraj
Location
Newcastle
Date
17/02/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Arrogant and unhelpful people... I have worst experience with virgin. .. A girl was talking with me for installation purposes, she was repeatedly cutting the phone line when I supposed to talk and asking I can’t here you again and again. I had bad word for her but was in mind.
Will not suggest anyone to go with virgin
Reviewer
Lee
Location
GATESHEAD
Date
17/02/2019
Ratings
Satisfaction
4.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
If they had a uk based call centre they would get a better score. Speed isn't what it is said it is.
Reviewer
Matt
Location
London
Date
14/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Appalling customer service.
Reviewer
sofi
Location
Brighton
Date
14/02/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I was really upset and frustrated after spending hours on phone.i had enough, was gonna cancel at services,went to the store .ive been so delighted and greatfull with young man called Yaz for solving my problem.it took 3days now all working and running smoothly. Thanks Yaz again
Reviewer
Charlie Butler
Location
Frome
Date
13/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just AWFUL!! Do not get this - it is agonisingly slow. We will be going back to our old provider on bended knees begging to be taken back!! VIRGIN MEDIA JUST DOESN'T WORK!
Reviewer
Greg
Location
LIVERPOOL
Date
12/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Signed me up knowing it couldn't deliver
I signed up for Phone, TV and internet for £30pm. They could give me a phone line as they have no capacity and charged me £52.80pm. I had to spend MANY MANY HOURS on the phone and doing emails to find out why!
NEVER EVER WILL I USE ANY VIRGIN PRODUCT AGAIN!!
Reviewer
Antim Yurukov
Location
PORTADOWN
Date
12/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i paing for 200mb ,but the speed is never more then 80mb, so i paing for nothing , i did spoke with them and the anwer is this is not wifi speed only by cable ,so how many hoses using cables not wifi ?
Reviewer
CLou
Location
North East
Date
10/02/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The speed is quite slow but sometimes it's acceptable, and the reliability is awful. Must have to re-connect my phone to the Wi-Fi about 3 times a day (Its not my phone- this happens to everyone when connected to the Wi-Fi and to most devices). Customer service is also negative and quite hostile to be honest. There has been a couple of times where £10 has been added to the bill due to a "late payment". However, payment is made, for example, at 11am, when the latest time a payment can be made is 2pm. That is not a late payment. Seems to me like a way to squeeze money out of people who pay on the last day (Some people have no other option than this due to pay dates!) Will be transferring to another provider once research for the best one has been done!
Reviewer
Ken Farrimond
Location
Coventry
Date
09/02/2019
Ratings
Speed
5.00 stars
Reliability
5.00 stars
Comments:
in January 2018 i made a request to turn off all services and leave Virgin to go with sky. today, i contacted them to return and they informed me that my account was still live, for 13 months they have been taking payment for a phone line. they informed me that sky should have contacted them and they failed to do so. so i have been stung for £150 for a service i have nt received. in this time no one from Virgin contacted me inform me the line had remained connected and have taken my money. i googled this and note that i am not alone with this issue.
Reviewer
John
Location
South England
Date
08/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Only just joined virgin media but get the impression they are a load of cowboys just want your money do not now what customer service means
Reviewer
Al
Location
London
Date
08/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constantly without broadband in Central London. And always for weeks in a row. No compensation whatsoever, nor even an apology. It's also quite hard to contact anyone from Virgin Media who has any real idea of what is going on. After spending several weeks without broadband in December, just found out I'm again without broadband for another two weeks. They don't even bother to send an engineer to fix it. Just waiting for hyperoptic so I can set myself free from this nightmare called Virgin Media. Really, the worst customer service ever!
Reviewer
Ash Kapriyelov
Location
Manchester
Date
08/02/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
POOR CUSTOMER SERVICE
They decided to do a maintenance in my area without letting me know. As a result I was unable to work for whole day. Upon raising a complain I got offered a petty £8 of credit. I went to regulators and got a £150 cheque then. It's disappointing that I need to go to regulators to make things right.
NO LOYALTY
Introductory offers are nice but VM never treats loyal customers fairly. Disappointing to see that you can get my package for half a price if you join VM now.
Reviewer
Yazz
Location
Gloucestershire
Date
07/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Customer services, what a waste of time. Virgin media need to spend more on training their staff. Save the stress and sign up for sky or talk talk, they will treat you much better and better value for money.
Reviewer
Fantah C apkati
Location
Aylesbury
Date
07/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Worst service provider, unprofessional and deceptive customer services staffs. Virgin should invest a bit more in training its staffs. I will never recommend virgin to my worst enemy.
Reviewer
Chad messenger
Location
Havant
Date
06/02/2019
Comments:
After losing my wife i fell behind with my payments. I feel that I was treated fairly considering that I fell behind for 3 months but they gave me enough time to sort out benefits and such thank you virgin
Reviewer
Val
Location
London
Date
06/02/2019
Comments:
My 1yr broadband contract was up, I was changing over to a new provider which was cheaper, so I called virgin media to cancelled, the customer service man asked why I was leaving I told him, he then offered me a cheaper deal, to my horror the first bill was nearly double the amount he promised, I then contact the customer service to be told I missed out on the deal which was first promised to me now I am stock with them for another year because I was conned by virgin media.
Reviewer
Derek
Location
Stoke
Date
05/02/2019
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Think Virgin are expensive b/band medium tv and phone (we rarely use phone)
My concern is what guarantees do I have re wifi speeds if I leave Virgin for another supplier
Reviewer
Mahesh
Location
Shepperton
Date
05/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Virgin took my order after checking I was in their Service area. They then cancelled my order as they didn’t have the budget to do the install! The cheek of them to tell me when they have the budget they will get in touch . I have told them never to contact me ever again
Reviewer
Martyn
Location
Bracknell
Date
05/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media are the worst company I’ve ever dealt with.
Everything they promote is rubbish and I pay £75 for it and have to sit it out as I’m in a contract with them. 4 months left then back to sky. The internet and the tv both don’t work and when you complain they always come out with ****. I wouldn’t even give them 1 star!
Reviewer
Alex
Location
Co.Londonderry
Date
05/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
shocking customer sevice
Reviewer
Andy
Location
Grimsby
Date
04/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Been with Virgin for years. Stuck with them. Customer service is the worst ever. Found had been overcharged for sport channel i didn t ask for. Apparantly it is my fault for not realising!! £80 charged for four months and no refunds as I should have realised
Reviewer
B
Location
London
Date
04/02/2019
Comments:
Broadband service is 100Mb, and in the day it's fine, but the evening is more like 4Mb. Raised this with Virgin Media, they sent an engineer and they replace the hub. Now get the issue in the day as well as the night and the broadband hub is reporting errors, but Virgin does not want to look into errors from their software, instead send me a deadlock letter (so error exist, virgin refuse to check the errors), i guess its easier for them to hope i leave them..
Reviewer
Robert
Location
Peterborough
Date
03/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
never again, the internet was supposed to be 100 mbs, with a maximum of 10 generally weak
Reviewer
Rob
Location
Tamworth
Date
03/02/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
200MB virgin broadband.
I've had it as fast as 221MB - as slow as 5MB - that's right, 5MB !
averages 70-95 and wifi drops out comstantly, always having to reset router/hub
Disgusting at £56 per month
I;m leaving after putting up with it for 4 years - it'd do unreliable now it'd making me angry. Customer service a joke
Reviewer
wayne wake
Location
brighton
Date
03/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
was with virgin media for around 5 years with nothing but trouble on a regular basis with either the internet going down or tv going down...the reason why I stayed so long was because of the amount of devices I had running through the internet....2 pcs 4 ps4s 2 ps3s and a couple smart tvs….which Netflix was playing on a regular basis on 4 devices at same time.....so thought bigger broadband was better...but six months ago...had enough of virgin and decided to jump to sky.....and wow..im running all the devices that I was running on virgin and no internet or tv down....word of advice for people when virgin turn around and say that there will be a final bill when all of the virgin devices are back to them..to make sure its done in the first month of ending virgin as if it goes over... virgin put it as a late payment on your credit.....which gives you bad credit
Reviewer
Stephen c
Location
Edinburgh
Date
03/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrendous company....liars unreliable dont care terrible service don’t believe a word they say as they change the rules all the time
Reviewer
Kam
Location
Leeds
Date
02/02/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
My only advice is avoid like the plague. I have been with them 16+ years and the service has gone progressively downhill. Dishonesty is their customer services is prominent..i can only advise you to record any conversation if it involves contracts/money etc. I have been naive and after being told i was not on a contract..after trying to leave was told i was on a 12mth contract after a rather hefty price hike. They will pull the wool over your eyes and make it nigh impossible to leave without paying a hefty exit fee. Loyalty means nothing they couldnt care 2 hoots.
Reviewer
Jane
Location
York
Date
02/02/2019
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I have Virgin Media cable, recently updated to their fastest service, 200 Mb/sec. However, when I run a test, the fastest result I get is 1.73 Mb/sec — 115× slower than I am paying for. It’s a joke when this site tells me to switch to the service I am already using.
Reviewer
Andy
Location
Hanwell
Date
01/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid. Two weeks into my contract I started to get a lot of drop out and no internet service. I called, only to get an Indian call center who were useless.
Call 1 at 7.30pm - I was told to reboot the box. I said I had done this already prior to calling and it only provided a temporary solution. I was told to do it again and that the problem would be resolved. Sìgnal dropped 30 mins later.
Call 2 at 8pm - after being put on hold for a few minutes i was told the service would be back on shortly but they would not give me a time. I told them how important internet was because I work from home and they told me it would be fixed shortly. I was promised a manager would call me back but I received no call back. Service came back on 2 hrs later at 10 pm.
The next day I lost internet at exactly the same time in the evening.
Call 3 at 8pm - I called up and asked what was going on I was told there was an area fault and that there was nothing they could do until it was fixed. A new story. I said this was unacceptable and demanded to speak to a manager as an uninterrupted service was key for my work. Again I was promised a call but nothing.
The next day I had no internet at all and could not work. My wife had to go to a relatives house to get WiFi to work.
Call 4 at 8.30 - told the guy on first line support to forget about even trying to start a conversation with me and to put me straight through to a manager. After some resistance he put me through to the most useless of people that I had spoken to in Virgin. He told me that there was an area fault and that it would not be fixed for 8 days and there was nothing he could do, I was not offered a solution. Even though I did not care about compensation (as it was uninterrupted service I needed) I was not offered anything. The worst was that he told me that he could offer me nothing but tell me I had to wait 8 days for the service to resume. I politely told him this was unacceptable and that I would be cancelling my service.
Call 5 at 9am - I called cancellations as spoke to a uk department and when asked for the reason I told them it was due to Virgin not committing to the service defined in the contract. Now I don’t know who was ********** me because cancellations told me the area fault was with tv (which I did not subscribe to) and not broadband. He told me he would get an engineer out tomorrow and resolve the issue. I subsequently called BT to subscribe to infity my previous provider as I never had any problems with I just though I would try Virgin as it was cheaper for a quicker service. So I reserve judgement on the fact that you pay peanuts and you get monkeys. I may be surprised by the engineer tomorrow and may cancel my order to join BT again but I very much doubt it.
Reviewer
Alan
Location
North shields
Date
01/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Finally finished with virgin sent me packaging to send TiVo box back at a collection point so I made virgin pick it up with by no problems then virgin said we owe you money after account closed they are hanging on to refund for 45 days.
Would never go back had been with them 10 years service is terrible. The whole lot bunch of Cowboys do not use them
Reviewer
Lee
Location
Bournemouth
Date
30/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I’ve been trying to reset my email password for the last 2 hour with Online guidance which in all fairness just leads you up the garden path of f in frustration. When calling customer services you just get diverted to crap you don’t need and no fucking humans, total waste of time, they have no care and after a while I had a message oh we are closed now, we’ll fuck off then, I’m moving to a professional service
Reviewer
JB
Location
Portsmouth
Date
30/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
RIP-OFF.
Price hiked mid-contract, £280 cancelling fee.
Recently discovered an email from Virgin media dating back to 31/08/18 about a price hike. I accept responsibility for failing to notice the email for 5 months, but I am on a fixed 18 month contract not due to renew until Oct 2019, I had no reason to expect any emails from Virgin with changes before the renewal.
As I've evidently missed the 30 free cancellation period I would have to pay an early cancellation fee. The cancellation is no simple 1 off fee, but a percentage of the remaining premiums for the duration of the contract.
Only choices are to Pay £280 to leave this scam, or swallow the price rise and leave immediately in Octobers renewal.
Avoid Virgin 100%
Reviewer
Marian
Location
Feltham
Date
30/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We’ve been with them for more than 2 years. Last year I renewed my contract for 12 months. And is due to expire in February.. I was paying £40/month and now they increase it to £53/month. They did that without letting me know. They’ve got the worst customer service ever. I don’t to have a contract with them again.
Reviewer
Anonymous
Location
North London
Date
29/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst customer service I have ever spoken to! I received missed calls from what they call a “spot checker” after requesting more information if I can obtain high speed broadband in my area. I called back as the voicemail from the gentleman was hard to understand. The man I spoke to was stressed, speaking over me, pushy and did not give a good impression or make me interested in signing up. I was wary if the call was even genuine hoping that Virgin Media would be more professional with customer service calls to potential customers. Anyway after speaking to someone that I could actually understand I was informed that the previous calls were intact from the “spot checker” - the customer service team pass you onto different departments and have no clue what they are doing and keep transferring you. Disappointed with my initial enquiry and after reading other reviews I have to agree with them all. Poor customer service and sound like the reliability is not good either.
Reviewer
Fatin
Location
Coventry
Date
29/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
THE COMPANY HAS SCAM PRACTICES. Good internet but they're such a scam. They failed to charge me my bill via direct debit, and only notified me of the failure after 15 days, when I would've been charged a £10 late payment fee. Such a scam and easy way to make money. EXTREMELY POOR customer service as well - on one attempt to cancel my contract, I called in, took about 10 minutes before I was connected to a person, and this lady was forcing me to give my email so she could send me a referral code WHICH I DID NOT WANT. I repeatedly said I didn't want the code and she kept forcing me to. Wanted to hang up but she hadnt finished the business, so had to fight over that and in the end the call ended because my prepaid airtime had finished. Lol. NEVER AGAIN
Reviewer
Steve P
Location
Devon
Date
28/01/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Internet regularly goes down - the latest incident has left me without internet access for the past 10 hours. Their broadband is the most expensive available in this area and although it's great when it's working, there is far too much down-time. I'm paying for a premium service and getting bugger all for several days each month. Trying to converse with their appalling customer service staff just makes me want to shoot myself in the head. I can say sincerely and without reservation that Virgin Media is the worst company I have dealt with in all of my 56 years.
Reviewer
Catherine Downing
Location
London
Date
28/01/2019
Comments:
Terrible rude customer services, have been overcharging me for ver a year...even when after hours on phone they accepted they had overcharged because. Had email evidence they said as a "goodwill" gesture they would give me three months refund although it the year previous overcharge when I disagreed they sent me a lette completely misrepresented our conversation and letter signed from Garry Menzies operation manger no contact phone number or email address just a PO box in Manchester for "Executive Office" this is an international media telecoms company that dissatisfied customers cannot contact. This is clearly a design to obstruct customer care or service. I want to cancel contract as they have breached contract by overcharging ..my request for 12 month previous bills was ignored even though was agreed to and I was told I would need to pay £3 per month for copy of bills , unbelievably bad do not go to Virgin daylight robbery
Reviewer
Steve Harvry
Location
Newton Abbot
Date
26/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Having been with Virgin Media for many years and seeing the service getting progressively worse and worse, we have now decided that we have to change after having to call for an engineer nearly once every 2 weeks due to either TV going blockie, Internet failing (3 Modems in 6 months) and the phone not making or receiving calls (We were told to get new phones but was a waste of money)!!
Virgin Media have become a VERY bad company to deal with, they take your money but don't provide what they say they are going to provide!!! STEER CLEAR!!
Reviewer
Sa
Location
Date
26/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I feel myself very unlucky and unfortunate that I chose virgin media...without my agreement they increased the price plan from 26 to 65 which is really unfair.... I contacted the customer service to discuss the matter after 45 minutes long wait, I spoke with a very unhelpful person with rude attitude... and after 5 minutes discussion he put me on hold for more than 50 minutes and the phone disconnected....I tried many times and same thing happened...since then I am trying to cancel my account with virgin media but not getting any success....virgin media has a very bad customer service and giving a star is too much for them....compare with other providers the service and price is very high with virgin media...
Really I don’t know how to get rid of virgin media...I think there is no other option but to complain with consumer angencies...virgin media is robbing people...I recommend to everyone please choose other providers instead of virgin media ...this company made lot of money therefore they don’t care for customer
Reviewer
Said
Location
Date
26/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Without any notice virgin Media increased my plan, when I contacted the customer service after 45 minutes long wait a guy without any greeting asked my problems and with no help he put me on hold for more than 50 minutes then disconnected. Since I am trying to contact the customer service but not lucky enough.......very very bad customer service
When you compare price plan with other providers the virgin Media is very expensive and bad service.....I don’t know how to solve my problems with virgin media
Reviewer
Shak
Location
London
Date
26/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would give a "0" rating if there were an option. Only moved to them last Saturday and already cancelled today. Speeds of less than 10mb/s rather than promised and paid for 350mb/s. Worse still, it keeps on disconnecting far too frequently.
Top with the most appalling customer service, rudest engineers and they lie, lie, lie!
DO NOT TOUCH THIS Virgin Scam.
Reviewer
J Ellis
Location
Farnborough
Date
26/01/2019
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Lost tv and internet over Christmas period. Called up a couple of times, advised to reset, worked each time for a short while then lost again. Finally sent an engineer in the new year and had to have equipment replaced. Waitingto eee if compensation to be given for loss of tv and internet over Xmas period.
Reviewer
Jen
Location
Leeds
Date
25/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
When it actually works it works great but 3/4 of the time it just says "internet may not be avalible".
I dont even wanna go back onto the phone with customer service you get thrown from person to person, department to department all to have to explain its not working every time. I must have called 36 times in total trying to get it "sorted" and its still terrible. Never going with virgin media again
Reviewer
Alan
Location
North shields
Date
25/01/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with virgin for years finally since before Dec changed to bt no problems wifi works every where in house virgin would not work with iPad 2mtrs away package came returned all there rubbish hub and TiVo box they are nothing but robbing so so,s
Reviewer
Jagger
Location
Kent
Date
25/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We agreed to switch our broadband to VM from BT to get a faster service. Today was the date of the switchover. VM cancelled our BT service from midnight tonight but didn’t complete their work and say the next time they can come is week after next. Result No Broadband for two weeks. Angry kids. No business which we run from home. Virgin Media RUBBISH
Reviewer
Edgars
Location
Peterborough
Date
25/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just say you will go for it and they will rip you off.
Bandits
Reviewer
Anomyous
Location
Northampton
Date
24/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
******* terrible never help with any WiFi problems always down I am overcharged for what u should be paying but don’t even get the internet sppeeds I’m supposed to after checking myself disappointed soon will be going back to sky
Reviewer
Anantharaju
Location
PRESTON
Date
24/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Worst service ever. Blatant liars. Deliberately inefficient staff. Switching ASAP...!
Good luck to people who already have it..
Reviewer
Daniel
Location
Telford
Date
23/01/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was with Virgin for a number of years and a reliable payer of services and loyal. I have two teenage sons both of whom have naturally increased their internet use over the course of the years I was with Virgin. Both are gamers both like to stream movies, what teenager doesn't. That's where the issues started with this all singing fancy broadband (they claim) Firstly the signal off their VIVID 350 and the Hub 3 is at best weak in upstairs rooms, then add to this the way they apply the fair use policy which involves limiting speeds to below snail pace at weekends when you need it most of all and you get a below standard expensive service.Virgin claim unlimited downloads at high speed, what they don't tell you is they will restrict your service if your a high end user. Now I only found this out when I was leaving Virgin as the girl on the phone let slip that we may have been restricted because of our usage. We were finding 3 weekends out of four the internet seldom worked never mind being restricted and when it was working it was desperately slow.What I find highly amusing now is that the female customer services rep in their cancellation department arrogantly suggested that our use would be subject to restrictions with all other service providers. well here's the thing, I have been with BT for two years now and not only can I get a good signal from their hub all over the house but I also haven't been subject to fair use policy and my lads have only increased their use as have I. Do not touch Virgin if you expect to do streaming and online gaming. If you don't believe me re fair use then check the small print before you sign up for a package and you will see subject to fair use policy.
Reviewer
Aarti Lodhia
Location
Barkingside
Date
22/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Having only been with virgin media for 2 weeks we are very unsatisfied with this well known provider that claims to provide high speed fibre optic broadband. It stops working completely every couple of hours, making work-life difficult and time when we want to relax and watch tv frustrating. We have called customer services for assistance and all they do is tell us how to reboot, not even agreeing to an engineer to have a look. Don’t join this provider.
Reviewer
Dan
Location
Glasgow
Date
21/01/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Really thought I was getting fantastic deal and wanted to try the fiberoptioc. Nothing special, it’s takes 10-20 secs to load a page. They also automatically applied web safe without asking my permission first. Thier lines are too busy to deal with customers.
Reviewer
Halim
Location
London
Date
21/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with virgin media over 2 years now. First year their service was good, 2nd year it became appealing, every other day there has been problems, was out of Internet for over months/hours/days.
Come to renewal original offered price denied by alternative arrogant and rude agents (the quotation was noted on the account), they deny to discuss broadband service issue, no resolution to formal complaints. “Its their way or highway”. No respect for customers and “taking customers as hostage”. Any virgin customer please contact BBC Rogue Traders or Ofcom. Above all try not to join them at all.
And finally I have decided to leave Virgin: There is always alternative better fiber optic broadband providers please do a little research. Also its beter to have poor interent service then dealing with a bucnh of fraud stars
Reviewer
John Mendes
Location
Date
21/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The products with virgin media are good, but the sales team and inline support are roughs big time. Never get into a contract with virgin media. First and foremost the contract wont reach you until the first time you stop paying your bills. After which you will notice that your email address has been changed so that the system does not sent you the contract you are actually and that you are made to pay more than what you had agreed upon. If you call the customer center, you will be spoken to someone who will say Ok to everything you say and then would be placed on hold which never gets answered. This company employers are tend to take your for a ride, I guess this is the way they are trained to do. Or else how could all of them do the same?
Reviewer
Abel Mateos
Location
london
Date
20/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
virgin media has been the worst provider I had in several years, took ages to install and extra charges on the way out.
one of the agents was rude and pointless.
i would never comeback to use your services and i will tell everyone everywhere what you did to me.
those lies over the phone weren't necessary at all.
Reviewer
Brian Carraher
Location
Glasgow
Date
20/01/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
After 20 odd years of superb service from NTL/ Virgin media I am moving to a new house in an area that Virgin do not cover (Helensburgh) .... I am writting this just to thank the people at Virgin media for a terrific service over the years ...Yes there was the odd hic up but always resolved within a few hours
Thank you the team at Virgin ..I will miss you
Brian
Reviewer
Brian Carraher
Location
Glasgow
Date
20/01/2019
Ratings
Satisfaction
5.00 stars
Comments:
After 20 odd years of superb service from NTL/ Virgin media I am moving to a new house in an area that Virgin do not cover (Helensburgh) .... I am writting this just to thank the people at Virgin media for a terrific service over the years ...Yes there was the odd hic up but always resolved within a few hours
Thank you the team at Virgin ..I will miss you
Brian
Reviewer
Mauricio Jardim
Location
Chelmsford
Date
19/01/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Comments:
Waiting to get feedback from the local service engineer over two weeks ago and to this day I still have no idea when someone will be able to attend to my property. Joke if you ask ne
Reviewer
Terry
Location
Edinburgh
Date
18/01/2019
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Really enjoyed being with Virgin, they managed to set me up in my new flat before I had even moved in which was awesome. Just bought a new apartment so moving out and because they don't service the area (still in the city center...) they are charging me to cancel my contract. While this is total BS because they can't deliver on the service/contract and I can't take them with me, what really was a bad joke was the upsell! After telling me I had to pay to cancel the customer service rep tried pitching me a dongle contract, mobile contract and suggested I tell my friends about virgin so we both get 50 quid! haha unbelievable. Aside from that bad joke of disconnecting early, the service was brilliant, super fast internet at a reasonable price.
Reviewer
Geoffrey Beames
Location
Harlow, Essex
Date
18/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They want more money for a dangerously incompetent service. The quicker the UK Government stops pretending they 'understand' them snd check the disgracefully low tax that Virgin pay after theft from the customers the better.
Reviewer
Perry preston
Location
Leicestet
Date
14/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Rubbish lines all over the picture customer service rubbish I bet Richard Branson gets a good signal o necker island it's **** trust me.
Reviewer
TT
Location
London
Date
14/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The most unreliable inadequate service of any. Everything based in India. Very hard to understand as the English is awful, no customer service, constant outages, slow and lower than paid for speeds and no communication.
Chose someone else!!!!!!
Reviewer
TT
Location
London
Date
14/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The most unreliable inadequate service of any. Everything based in India. Very hard to understand as the English is awful, no customer service, constant outages, slow and lower than paid for speeds and no communication.
Chose someone else!!!!!!
Reviewer
John
Location
Watford
Date
14/01/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
The speed is getting slower by time, the Wi-Fi barely gets to next room, for customers service you have to wait a lot of time on the phone and you need to be careful, because after the one year contract, the bill will double.
Reviewer
Giovanni
Location
Farnborough
Date
14/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The wifi is good. It doesn't cut out and it is very fast HOWEVER it costs an arm and a leg. They don't help out existing customers like they do new customers. Overall their customer service team are really unhelpful and rude (they basically say there is nothing they can do about charging me £45 a month for a service that new customers get for £23 a month..) Very poor.
Reviewer
Sandra humphreys
Location
Rainham essex
Date
14/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Joined the company in August never had any issue for first two months made first payment ok then I was making payments after and they was saying they haven't received it but was sending them proof and they was still saying there was no payment then I was asking them to refund my money they was refusing to refund it so I was asking to speak to a manager they refused several time then I hadn't had service for over 4months they refused to cut my bill down for loss of service and still not sorted it so have now gone with another company the customer services is very rude and disrespectful I advise any one wanting to join them don't they con u out of money overcharge for a service u dont use and are very rude and disrespectful
Reviewer
Simon
Location
Farnborough
Date
13/01/2019
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
There was a long period I would have recommended Virgin to anyone, for both speed and stability. I don't know if they've had a halfwit making poor decisions and cut the technical staff who kept the service going, but the bottom line: They now appear utterly clueless and the service seems to be constantly going up and down. Numerous calls raised, engineer visits on more than one occasion and it's still unstable. Sadly at this juncture I would suggest giving them a wide berth and looking at other providers if any can provide a reliable service.
Reviewer
Jamal James
Location
London
Date
12/01/2019
Ratings
Satisfaction
3.00 stars
Speed
4.00 stars
Comments:
Fast Internet speed but unreliable and inconsistent, sometimes leaving my weekends without Internet with no solution or anything use to say. Complete tihshole of a company.
Reviewer
Chris
Location
Salisbury
Date
11/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
I have been with virgin for years as it was already installed when I moved in.
I finally got fed up with paying extra for my loyalty and called them to see about reducing my £67/month for broadband , TV and phone.
After 42 minutes and being put on hold 7 times I was told they could reduce my bill by a paltry £3 a month but only if I reduced my free phone calls. And this when new customers yare offered my bundle for £32.
I asked to speak to a supervisor but she was ‘too busy’ I bet she was!!
Off to pastures new as they just don’t care about existing customers.
Reviewer
Alan
Location
Acres
Date
10/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
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!
Reviewer
Lee Rose
Location
Belfast/Newcastle/Gateshead
Date
10/01/2019
Ratings
Satisfaction
5.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
4.00 stars
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.
Reviewer
Christopher Taberner
Location
Sheffield
Date
10/01/2019
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
WiFi from the router is erratic, even after engineers' attention.
TV signal sometimes breaks up late at night across all channels.
Tenda WiFi mesh system with a unit on each floor made WiFi better since Xmas.
Reviewer
mr singh
Location
london
Date
10/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT USE!!!
they cut your broadband speeds month after month then when you finally complain about your broadband being so slow you are told to "switch it on and off" 24hours later your back on the phone being told to do the same thing, this becomes a daily routine to have access to sub par broadband
Reviewer
Jason
Location
Preston
Date
09/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please please do not leave your current supplier.
Was hounded in the phone to take the package accepted and were given our install date as the 22Decemner and to make sure that our other supplier was cancelled ,we duly obliged had 5 engineers out before to see cable duct was blocked and would send construction team out to clear it,connection day arrives and guess what it wasn’t done so no TV or broadband for Christmas with the kids
Still not connected,have rung India for the last 5 days and still they do not get what I am trying to tell them there is no cable to connect to,
So enough is enough have now got a price to have my drive reinstated and will be off to court to get it paid for.
Seriously stay where you are they are a disgrace
Reviewer
Adam
Location
London
Date
09/01/2019
Ratings
Satisfaction
2.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
The original deal seemed to good to be true, 100mb and tv for £30 a month for 12 months. Half way through hey add £3 a month. In the last month the WiFi didn’t work for a week. And trying to contact customer services was impossible. We decide to cancel. Yet 2 months later are still being charged as they didn’t consider our cancellation and charged us a new improved price.
This company model is built on the completely wrong thing. And it’s a scam. Honestly the worst company to deal with.
Reviewer
Maria
Location
East Finchley
Date
08/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am really disappointed for Virgin Media. My partner and I have been waiting for the installation of internet over than 40 days. They cancelled twice our appointment for the internet connection so my boyfriend lost 2 days from his job waiting for them and they never came in. When finally they decide to come(3rd day off of his work) they said that they are not able to connect the internet in our flat(the flat downstairs has internet connection with Virgin Media). Moreover they said that their manager will call us back in the next few minutes and he/she never called us back. Afterwards I call them to cancel the internet apply with them and they told me that has already cancelled. This is at least ridiculous. Not recommended at all.
Reviewer
Dave G
Location
London
Date
08/01/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Been with virgin for years & generally they haven't been too bad, sometimes you can lose connection for hours but overall I've been satisfied ...... until now. Three weeks ago I lost BB connection phoned them up to discover that they have disconnected me because somebody else had requested an account at my address !!!! Was told I would be back on in hours, I wasn't. Called back & was told an account had been set up for someone else & I had requested the disconnection ?????? They would have to close the new account before reconnecting me, this would take 72 hours. I wasn't reconnected, another 2 calls to be told basically the same, new account blah blah blah 72 hours blah blah blah. The last call I was told somebody had probably input the wrong address & they would have to phone the new account holder to find out where they were living & cancel their account before they can reconnect me !!!!!! Now today i have received an email asking why I haven't returned their equipment & if I don't make arrangements to return it i would be charged. Enough is enough, they can have their hub back & I will use an alternative for around £20/25 instead of the £51.50 I am currently paying just for Broadband & phoneline. More fool me you could say well not anymore. Cancelled DD today, will send them their hub & look forward to my next broadband experience.
Reviewer
Saraj Khan
Location
Greater Manchester
Date
07/01/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Okay so i picked virgins 100MB Download speed plan i thought that maybe it will be good at the start yes it is, however if you are a gamer or like a stable internet virgin will break down in your area in the most random times for example i was trying to watch some netflix today and i couldnt i payed my next due bill which i didnt have to do then i called up and they said that virgin is down in my area and will be up at approx 17:15 pm bere in mind its 8:30 am in the morning i have tried everything to make the ******* wifi work and it fails on me when i need it most when i wanted to watch netflix and relax **** i hate life
Reviewer
Daud
Location
Birmingham
Date
06/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Virgin media have lost the plot and keep raising prices for lesser service. You pay Virgin more than SKY for less channels and phone yet Virgin every 6 months raise prices and then when u renew increase again. WELL GOODBYE..AND THANK YOU SKY.
Reviewer
Jalal Sobbohi
Location
Kingston, Surrey
Date
06/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
This is a shameful Mobile telephone service provider. If I could give them negative 5 star, I would,
They do not honour what they offer on your contract and overcharge you at every opportunity.
They change the terms of your contract and allowance to suit them.
They do not deal with your complaints nor they resolve your issues.
It is impossible to speak to their supervisor and no manager or supervisor ever calls you back.
I don’t believe they exist. This company is very unreasonable and don’t listen to any rational or logic.
It is wise and sensible to avoid this organisation if you value your money and time.
Shame on you Virgin Media
Reviewer
Mel
Location
Enfield
Date
04/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Terrible. After 25 years with the same telephone number with virgin I signed a new agreement with them they changed my phone number!! I requested at sign up I kept the same number. 3 weeks later I still have the new number, now made another call to them and it’s going to take another 2 weeks to change back, despite being promised 2 weeks ago I’d have it today! Disgusting service Mr Branson!!! Aggggah!
Reviewer
Evelina
Location
22
Date
04/01/2019
Ratings
Speed
5.00 stars
Comments:
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...
Reviewer
M M
Location
London
Date
04/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Unethical as it gets.
Was with Virgin for nearly 3 years. As per contract rate went up after initial 18 month from around 20 to around 45.
When I finally called them asking whether I could get a better deal they said it was only for new customers.
I asked to cancel at which point they kept going lower and lower as the conversation went.
I still cancelled as they did not offer the same rate as new customers.
Since I have cancelled I got two calls from their 'Loyalty Team' offering me better deals.
W - T - F!!!
How unethical can you get?
Also, why do I have to call to cancel? Why can I not do this online? It works for other brands, even in the Virgin portfolio.
Someone needs to start disrupting this industry. It's a disaster! And Virgin are the worst.
Reviewer
PKAYE
Location
Leicestershire
Date
03/01/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Just left Virgin after 18 months. Broadband speed was good but Customer service is Very Poor. More interested in signing up new customers with better offers than with retaining existing customers. Their Customer service operator when I finally got through was more interested in selling me an upgrade than in what I wanted - Not interested in listening to the customer so voted with my feet. They also make it difficult to get in touch to leave so the best way to get in touch with them is to go onto the website and say you are a new customer - They soon pick up the phone for a chat then ! Will try to sell you more packages and not listen to the customer which is the first rule of customer service. Bye Bye Virgin.
Reviewer
Lorraine Dixon
Location
Swindon
Date
02/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Customer service is diabolical, they are quick to answer when signing you up but after sales is terrible, menu only gives you a selection of straight forward choices, but any problems you get shunted around different sections and nothing gets resolved. We’ve been shafted 2 weeks into a deal, gonna be a long year paying for something we are not happy with
Reviewer
Emily
Location
Cambridge
Date
02/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The most unprofessional and scam crazy broadband provider I've ever come across. Rude customer service, no resolution to my complaint. Taking money from my account despite still having an active complaint against the ridiculous fees. Will never again be a Virgin customer and will be sharing this experience with all who consider Virgin for any of their services.
Reviewer
Chris G
Location
Bristol
Date
01/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One of the worst experiences I have had with a company. Would not refund the money they owed me, and when they did repay me it was with a cheque that they would send out in 4 weeks time.
They just care about profits and getting as much money from customers as possible.
Reviewer
Gary Box
Location
NORTHAMPTON
Date
01/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I'll be leaving Virgin due to their poor service. In Northampton they appear to offer the fastest connections but the connection is not reliable and drops often.
Currently only one device is connected to the signal, my phone and smart thermostat cannot connect. Virgin state that because of the holidays more people are at home and using the internet so there is a bottleneck. So effectively they cannot provide a reliable connection if it's busy!
Will probably switch to PlusNet but will check recent reviews first. It's clear from Virgin Media reviews that most seem unhappy with recent service.
Reviewer
Kyle
Location
Coventry
Date
30/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The Hub 3 supplied with Virgin Media broadband is a nightmare.
The Intel Puma 6 chipset causes bad latency and packet loss, is vulnerable to DoS attacks, and results in frequent crashes.
This router also has it's own issues, such as broken port forwarding (still not fixed properly after 2 years).
Virgin Media have not addressed this issue in an acceptable manner, and since replacing the router is not possible, you will have to deal with this dreadful service, until Virgin can be bothered to actually make an effort to roll out a new router.
It also seems that they're in violation of net neutrality laws in Europe; some websites are being throttled. Using a VPN fixes this, which leads me to believe that this is intentional.
In conclusion, I recommend looking elsewhere if you want a quality service, Virgin Media are dreadful.
Reviewer
Vy
Location
Eltham
Date
30/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband you can get. It’s not working at all and I still have to stay and pay them for no service till the end of the contract. Beware!!!!
Reviewer
Io
Location
Date
30/12/2018
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
I have the Vivd 100 bundle and when it works, it works well.
The problem is that in 16 months I have experienced 4 major service disruptions (no connectivity or extremely degraded service), caused by Virgin faults (lines or devices).
The worst aspect is that the time to restore the service varied from 6 to 15 days.
Reviewer
Ra
Location
Date
30/12/2018
Ratings
Speed
3.00 stars
Reliability
5.00 stars
Comments:
You're betraying customer trust when you're not providing the service that he paid for or you change the agreed price while under contract.
It's unacceptable to issue bills by you're own free will "just because" ...
No respect towards customers and totally trust lacking!!!
Only 1 star this year, because I can't give you half!
Reviewer
Alan
Location
Tynemouth
Date
29/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with bt no problem same speed better had virgin for years complete waste of time virgin are a bunch of robbers also can't understand virgin workers ringing up after ended contract be warned stay well clear of them
Reviewer
Wiffy
Location
Enfield
Date
29/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible. Runs at 1mb/s and more than half the time they are having problems and "The Internet may not be available" so I can't browse broadband.co.uk for better networks!
Reviewer
Negin
Location
London
Date
27/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Genuinely the worst company i have ever dealt with in my life! The only close to positive thing i can say about then is that the home internet is 2% better than the business internet and phone line. Absolute joke of a company, BT is 1000 times better than them and i miss the tiny, insignificant problems i had with BT thanks to Virgin
Reviewer
Victoria
Location
London
Date
27/12/2018
Ratings
Customer Service
4.00 stars
Speed
3.00 stars
Comments:
Two years with Sky broadband - no problems at all.
Less than a month with Virgin Media - down over Christmas and not being fixed until the New Year.
Due to a new build, we’ve been basically given no choice but to use Virgin (outrageous), otherwise would never have changed.
Reviewer
Michael
Location
Wallasey
Date
26/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Installation was appalling they attached the cable from a tree to my house I had to bury it in the ground myself, every time we had a problem we would ring and get passed from pillar to post but no one actually helped and we never got a phone call from the manager as promised, today the internet and tv has been down since about 2pm and dispite getting a text saying it’s fixed it still isn’t fixed, phoned up to complain and couldn’t get through so I tried again this time I opted to add additional services to my package low and behold I was connected to a sales person I explained my disappointment in the service and asked to cancel only to be told that I can’t cancel today as there all on holiday??? But i could have added additional services??? Please avoid Virgin their the worst company I have ever dealt with I’m going back to Sky
Reviewer
Carrie
Location
Date
23/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Supposed to be 350mb boradband but there is next to no wifi signal upstairs so its not useable, useless in fact. As with all broadband companies they also make it as difficult as possible to complain, no e mail contact or live chat, automated options take you around in circles. Worst service I've ever had, would advise you dont bother, I'm trying to leave if I can find someone to actually speak to.
Reviewer
Wieslaw
Location
London
Date
21/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The service of this company is disgusting
Reviewer
Verna
Location
Sunderland
Date
21/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin broadband is the worst broadband I have had! It cuts out on several occasions throughout the day and night! For no reason. I'm not ringing overseas to not be understood! Their stupid website always says no faults detected. I'm leaving as soon as I'm out of my contract..never ever again! Sky was sooooo much better!
Reviewer
Verner
Location
Coventry /Hinckley
Date
21/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unstable internet, cheap equipment, oversold network had virgin in different address and areas allways same problems and lies worst network in the world i have ever used
Reviewer
Yeawor
Location
Date
20/12/2018
Comments:
Virgin can be named as the worst internet service provider. They cheat their customers out of money and get away doing so. I will always advise people not to join Virgin.
As two of my children were away at University, I no longer required to have a high internet speed. So decided to downgrade to save a bit of money, low and behold I said ‘ I wanted to save money’ does not mean you change my package by reducing my calls to weekend only, when they have full records of my call usage. So instead of paying for the £8 extra for call anytime, they charge me £100 for my call usage which I had no recollection making.
These people live off deceit, why would I make a change on a service full well knowing I would be paying 13 times MORE?!
It doesn’t make ANY SENSE.
So I paid £210 for two months of calls, so I could leave the company and now they’ve cut off my service when I still have a month left.
NEVER EVER use them. They WILL leave you high and dry.
Reviewer
Simon
Location
London
Date
20/12/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Virgin have no respect for people's time. I have waited time and time again for the technicians to arrive. They either turn up and don't tell you, or when they do, they damage your property. If you value good customer service, go elsewhere.
Reviewer
Glen Arnold
Location
Rugeley
Date
19/12/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Really cheesed off now. My previous issues regarding non-existent customer service have not been addressed, and now on top of that my Wi-fi keeps cutting out - mostly in the late evening. Only redeeming fixture is download speed - when it's working. I cannot wait until my contract finishes, then good riddance. And if Virgin read these reviews, they obviously don't give a stuff as the poor reviews keep flooding in on a daily basis. Absolutely shocking.
Reviewer
Andy
Location
Date
19/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They never ring back when you have a problem but wait until you terminate your contact: they ring you endlessly! Draw your own conclusions. Myself, I'm glad to be shot of the rubbish service & the 3rd rate company which owns it!!
Reviewer
Millett
Location
North Lanarkshire
Date
19/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
They sign you up under false pretences regarding the installation days. They promise to waiver fee and don't.
The service center lie about setup and promise to call back..
The call is made and there are no notes on your file regarding what they promise.
Poor poor service. Why would anyone ever want to sign up to these liars!
Disgusted with their whole attitude and service .
Reviewer
Gary
Location
Midlands
Date
18/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Don't have virgin media it's rubbish. I've been waiting 10 weeks for then to sort out my phone line. Now I have nothing no tv, no broadband. Now been told will not be reconnected for a week happy Xmas virgin. Thanks
Reviewer
Dave
Location
Cambridge
Date
17/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
It's funny. When I moved to a new provider and phoned-up to cancel my Virgin subscription, the guy on the phone started lecturing me on how my new broadband speed (despite being faster than my old one) wasn't enough for a family of four.
I told him that I appreciated his concern but it would have been nice if anybody at Virgin had been that worried about my internet speed a while back when for nearly two months I had intermittently slow (almost dial-up) speeds, couldn't watch Netflix or YouTube with decent quality, and couldn't play games online for more than 10 minutes without being booted. And having phoned their tech line several times (which is no longer UK based, so had to sit through a solid hour each time listening to somebody speaking pigeon-English very slowly taking me through their step-by-step guide for restarting or switching channels on the router) and having written a formal letter of complaint and almost begging them to send an engineer to check the local box or my line, they sent me a letter saying they were sorry that I was "unhappy" with my service, but they legally do not guarantee internet speeds.
It's sad. I was with Virgin for years and didn't mind paying the higher price because the connection was superb, the UK based help centres were always very helpful, and engineer visits were free. Now the connections are garbage, the technical support is incompetent, and though the engineer visits are technically free, try getting them to send one of them out.
No. There are much cheaper and better services out there now.
Reviewer
Mansur
Location
Date
16/12/2018
Ratings
Satisfaction
1.00 stars
Comments:
After one and half months they fixed telephone line still most of the time broadband not working.
Reviewer
Ahsen
Location
Bristol
Date
16/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I have two virgin media accounts and can tell you in my honest opinion to avoid them at all costs.
They will bill you in 2 months in advance whenever they feel like it without giving you notice half way through your contract. This has happened 3 times in my one year contract.
The customer services is terrible. I wanted to set a credit limit on the account but they said that wasn’t possible. Then I asked for the manager, he said it’s poissible but only through another department... went around in circles to find out this was the same department that I got through originally.
Another time they billed me wrongly, the were refusing to take ownership, got passed around many different departments until the call centre man in India told me to F off and hung up the phone.
Although their internet is OK, God forbid you have any issues because seriously they are not their to help. I share this opinion amongst other family and friends.
Reviewer
Markus
Location
Glasgow
Date
14/12/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Broadband is good but customer service and user experience is horrible. They neither did manage to keep their installation date
Reviewer
Steve Edmeades
Location
Northwood
Date
14/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
We tried VM for just 2 weeks then cancelled !! (14 day right to cancel terms). We wanted to run it in parallel to our BT service to see if it was at least as good as BT. Right from the start it was not promising - the poor guy turned up to install and the street team had not pulled through the cable or informed him - this delayed things by 3 weeks. The wireless router was not good enough - could not reach all rooms in our small house (a call center agent suggested leaving doors and windows open!!). They tried to flog us a booster kit - but I had to argue they could not charge us extra to get a basic service working. The long and short of this sorry tale is that I spent a lot of time (and got quite frustrated and stressed) on a merry go round of calls to call centres in geographically different places and always seemed to have to start again from scratch ("how can I help you today"?) and teams often contradicted each other of denied something agreed previously had happened. On at least one occasion I was pretty much lied to - to get us to stay beyond the 14 days.
Anyway, the booster never turned up, so we pulled the plug (figuratively and literally).
Reviewer
M Truman
Location
Birmingham
Date
14/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
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.
Reviewer
Na
Location
Leicester
Date
14/12/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst service provider for speed. Signed up to vivid 100 worked fine for a few days getting speeds of 108mb. Now I am only getting speeds of 15.46mb sometimes even 3.76mb. When I have called customer services goes to a call center abroad who don’t even care about customer service. Stay away from virgin media the boast about speed you will never get.
Reviewer
Mark Griggs
Location
Ripley Derbyshire
Date
13/12/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
The salesman told us how amazing the broadband was , unfortunately this was absolute rubbish. The day of the installation the engineers arrived late with no call so we just had to wait in on our bank holiday weekend. After the installation my sky wouldn’t connect I was told to turn off my sky box for a while then turn it back on. It didn’t work when I googled it I found out you had to purchase a wireless connector, which I wouldn’t have minded if I was told about it. After I went out to sweep up the mess they had made I discovered the paving slab they moved was not put back flat and now wobbles.! I called customer service to be told someone will contact me, two months later no contact. As for yr persistent salesmen I couldn’t get hold of him as soon as he’d made the sale. Needles to say we will be changing to another supplier as soon as I’m out of the contract.
Reviewer
Dawn
Location
Nottingham
Date
12/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
After losing his job my husband couldn't afford our £60 bill, I rang to explain and to try to cancel our service and set up a payment plan for the debt. This was refused, they would not cancel our account until we paid the £60 (although they did cut our service they continued to bill us) and as that was impossible our debt kept rising to over £200 which we have no way of paying. No understanding or help at all. We tried to do the responsible thing. If they had accepted a payment plan we would have paid it all by now, but instead we now owe hundreds.
Reviewer
yutian zhao
Location
Cardiff
Date
12/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Down second time in 2 month. Takes over 15min to answer the phone and takes even longer to fix my problems.
Reviewer
Sharon woodward
Location
Leigh
Date
12/12/2018
Ratings
Satisfaction
1.00 stars
Comments:
Virgin have increases my bill several times since I joined them so just changed to talk talk as they are cheaper. They have now tried to bill me £77 for leaving even though I am outside my contract. Person I phoned to cancel became angry and argumentative with me for leaving and now they are charging me to leave. AVOID THIS COMPANY!
Reviewer
Punterman47
Location
Manchester
Date
12/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
As with all the other reviews , I am in support , VMware is the worst company ever to deal with , pigeon english speaking arrogant Indian or Pakistani customer (non) support that can’t answer a simple question , a straight question , they are complete idiots with the it of an amoeba. As for the service itself , when it’s up it’s buffering constantly , it never ever ever gets anywhere near the mb’speed it claims and when it’s down , completely OFF they call that an intermittent service , what a joke !! An indeterminate service is more like . I’m leaving ASAP and my advice is stay away even go with a more expensive company it’s worth the expense for less grief on a constantly dreadful service .
Reviewer
Christine
Location
Date
12/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
When Virgin works it is quick. When it doesn't work - which is often the customer services are dire. If you report a fault and engineers are in your area doing any work of any kind you will hear a recorded message saying when your fault will be fixed. you may well get text messages saying your fault is fixed but that information probably doesn't relate to the actual problem you are experiencing. If you are unlucky enough to be living in an area where work is ongoing then you can be left with no services for days or even weeks.
Reviewer
virgin
Location
shit
Date
11/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
WHAT A WASTE OF MONEY ON THIS SHIT INTERNET, DOESNOT EVEN CONNECT HAVE TO WAIT COUPLE HOURS FIX THIS FUCKING ISSUES YOU FOOLS STOP STEALING MONEY AND YOU BROADBAND IS SHIT!!! SHIT SHIT
Reviewer
Shax
Location
Slough
Date
11/12/2018
Comments:
Virgin media is rubbish , customer are rude they take as if they are in charge of you , theydidnt compensate me for not connecting a telephone line , speed is rubbish seems just about getting 10mg waist of money , iv given my notice had the rubbish for 13 months , going back to SKY tv and get value for money and still get to keep the Q box with all the free view channels . Bye virgin rubbish media
Reviewer
Jessica Milner
Location
Ipswich
Date
11/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a lifelong follower and defender of Richard Branson and his products. However this broadband service REALLY sucks. I am an online teacher and they just cut it off at all times of the day. It really is like being in the early 90s. I hope Branson reads these reviews and realizes that through his excellent advertising skills he has half the UK using his terrible broadband service. This will obviously impact the Virgin brand. He has failed the Virgin Records generation of followers with this crappy sham of an internet company.
Reviewer
Sugam
Location
Manchester
Date
09/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disappointed with the broadband service. One of the worst I have had. No call reference number, no complaint email address to send your quick emails to. They lie at every step. Have to wait for hour to get through when rang. I also tweeted by all they have to say is call again to customer service and will be able to help. Lol. One of the worst company. If it would have been possible I would have given them negative marks.
Reviewer
VERY Grumpy!
Location
Yorkshire
Date
08/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
A TERRIBLE company! Awful customer service - they really don't care. They overcharged me, but refused to believe that I was right. Due to the bad service, I changed suppliers and then they chased and threatened me for about £13, which they said I owed them (it was more like the other way around!). I told them to to "go forth and multiply" and just this morning they sent me a letter to say that as "a gesture of goodwill" they would cancel the amount I 'owed'. That's very big of them! IDIOTS!!
Reviewer
Glen
Location
Nottingham
Date
06/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Possibly the worst company in the country tried to cancel contract even though in said contract start date was 7/11/2018they told me that was wrong and the start date was in October so wouldn't cancel it can't wait for next year and tell them to do one think it's about time government stop these companies tying you into contracts that you can't get out of
Reviewer
Max
Location
Burnley
Date
06/12/2018
Comments:
Rubbish company,cancel contract after years.The speed up o 100mb getting 5mb if you lucky.
Reviewer
Esther clement
Location
Date
06/12/2018
Ratings
Satisfaction
1.00 stars
Reliability
1.00 stars
Comments:
Can’t even give one star just because of the customer service! Seriously so bad ! Bad and bad and bad !
I will never ever recommend it to anyone!!!!
Sooooooo poor not the network !!!! The customer service!!!! Learn some respect!
Reviewer
Claudio Mendes
Location
London
Date
05/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubish Rubish Rubish don't even think of joining this crap broadband service provider. "Service fault in your area" is a regular occurrence which means no internet for days on end or intermittent service. Unreliable. Customer service horrendous. Two complaints so far and NO reply. Was told by a staff member that there's no point complaining and I understand that now. AVOID
Reviewer
Tracy
Location
Date
05/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Cancelling with virgin is a nightmare!
Reviewer
Milli Fernandez
Location
Great Yarmouth
Date
05/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT go with virgin media!! Signed into a 1 month package, for £40 a month, paid £60 for them to come out and install it for £60 you'd think the box was included, used my first month then cancelled it they then charged me double the amount to cancel and still expect me to send the box back even though I only used one month, absolute rip off, there now charging me an extra £40 for not sending the box back but I chucked it out when cancelled?? Cant believe it. Not happy do not go with virgin media
Reviewer
Ian Chadderton
Location
Leeds
Date
04/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
DO NOT SIGN UP WITH VIRGIN.
We are 8 Months in to our Contract with Virgin and several days ago we lost internet connection, this isn’t the first time it has happened. The update service informed me it would take a week to resolve this issue. Reluctantly I called their primium rate number in Hoping I’d be able to cancel the contract as it was their fault. No luck. Estimated downtime in the last 10 months is 5-7%. Very Poor
Reviewer
Brian Dominguez
Location
Cambridge
Date
04/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
virgin messed up install, left us with no landline or internet for 10 days, customer services a joke,avoid this provider.
Reviewer
Emma
Location
Brighton
Date
04/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is probably the worst company we've ever had. Fast fibre optic 200mbs speed? My arse. They will charge you extra on everythig and add extra bills for nothing. Did I mention you don't even get wifi? As I am writing this I am using 4G since virgin haven't sorted our wifi out for TWO MONTHS. You guys suck I wish I had gone with BT. Now I am stuck here with a massive bills and now wifi whatsoever.
Reviewer
Mantas Black
Location
Peterborough
Date
04/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Hello. This company is terrible if you can, avoid it at all cost. The network crashes are frequent and they will not give you a discount unless you go through a long reporting process.The customer support has no regard for the customer well being. There contract has loop hole's that are highly beneficial for them. You can not trust virgin media I was there customer for 6 years and I could not be more happy that I left. The only reason you would want to use there service is because of the Broadband speed but it's not worth it any more most of the other providers have caught up in that respect. I hope this will help you avoid this trap. Good day.
Reviewer
George
Location
Lanarkshire
Date
02/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have signed up for 50mbps virgin fiber, thinking i was making an improvement over talktalk fiber. This was very much not the case, in fact i can hardly use the virgin system due to it dropping out and buffering everything. So today i decided to speak to one of dickys astronauts to get it sorted, but all i got was a impertinent "foreign person" that told me the weak signal could only be sorted by an apgrade.... virgin as a company is goin down the toilet! Never again.
Reviewer
Hazel Ellis
Location
Rotherham
Date
01/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
So I've been a member since before time began!! Basically since cable first laid their cables and were called telewest!!
Never asked for nothing in the she 25/30 years.
When I finally got my son to ask for a new V6 box which he had got 3 of for his house for nothing got told I would have to pay 100 pound.
When we finally got a half decent deal off them and told to ring retentions the offer was dropped and we asked to cancel....they duly obliged!!
Shocking customer service
Richard Branson more like Richard the terrible!!!!
Reviewer
Leanne
Location
Cambridgeshire
Date
30/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Over priced and under performing. Will be leaving virgin soon and will never go back.
Reviewer
dvid
Location
kettering
Date
29/11/2018
Comments:
awful install - came back and sorted out few weeks later
Receiving 50MB on their 50mb service...however whichever browser i use and coupled to hard wire ethernet - youtube struggles badly with............1080 x 60 !!!!!! - buffer symbol several time er min..
Spent £10 on the usual painful phone call - where they are only trained to talk you around in circles in barely understandable English from an Indian bedroom til you give up or shoot yourself
Pointed out they were offering 100MB for same amount and that I am a 2 week old dissatisfied customer...my problem apparently
Then the thing stops working - turns out that for some reason they ignore DD and send you an email bill?!! - for over £100
Next phone call, I simply cannot relate in civilised tones (another £10 on pay as you go) couldnt tell me why it was a hundred not £33 - told me to look on internet....I pointed out that could be tricky - he replied that if i refuse to tell him exact amount owing from email I would fail the 6th level of security checks
I pointed out that since my mobi no. checked out with their records and i confirmed postcode, name, address , when installed. type of contract,..zzzzzzzzzzzz and was trying to pay to re-establish connection............i am kinda highly unlikely to be some criminal mastermind....eventually he said, well how much do yu want to pay?...I picked a random fig, he processed it and back on line...none the wiser - still wont handle 1080p..........it is no better than my £19 talktalk, which incls phone...avoiding the 2 £10 phone charges in first week (£100 +£20) for 30 days of 720...dont get me started on the wi-fi!! - 10mb!!!!
Reviewer
Colin
Location
Surrey
Date
28/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
All round awful. Terrible company who are are incredibly thick and stupid. If you want to be ripped off then go with them disgrace to the virgin brand.
Reviewer
BF
Location
Nottingham
Date
28/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Wish I never made the move to Virgin!
Currently paying for the VIP package with 350mbps speed.. so far the best I have achieved is 190mbps. I know to some that is fantastic speed but this will last 5 minutes max and then drop to 30 odd... I have spoken to the team at virgin who replied saying 350mbps is only achievable on wired connections and would depend on the house, I asked for them to lower my package as I don’t even get 150 as a constant but they have refused. I am now also struggling with my tv package. It freezes and struggled to load.
To give you an idea how bad things are, I am getting buffering on Netflix! Yet I pay £89 a month... awful service.
My complaint has been sent 6 days ago and I am still yet to hear from them.
I am hoping the 12 months go quick so I can go back to Sky with BY internet.
Please seriously consider options before jumping to virgin.
Reviewer
Martin
Location
Kent
Date
27/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Moved house so cancelled my contract, told I was due a £17 refund then got a bill for £52, phoned to enquire why and just got told that this was correct. Asked to speak to someone else as the guy I spoke to didn't want to listen, hung on for 15 mins waiting for some one, got fed up up waiting so hung up, ok I lose £52 but long term virgin will lose more as when we move into our new house I have a choice of by or virgin, guess where I will be spending my money?
Reviewer
JOHN COOPER
Location
UXBRIDGE
Date
27/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ive been waiting for over 3 months for an install all I get is rescheduled appointments and excuses if I could put -5 stars their that bad use a different provider!!!!!!!!!
Reviewer
Sam
Location
Belfast
Date
26/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Dunya
Location
Bristol
Date
26/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If there were 0 stars I would give them that. Rubbish customer service, been called a liar by the MANAGER when reading out facts about my contract.
I’m trying to cancel it at the moment WOUL NOT RECOMMEND AT ALL, TRY TO AVOID
Reviewer
nubaba
Location
Hampshire
Date
25/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have you ever tried playing games, videos and movies with 1Mbps - 8Mbps speed ?
I HAVE !! for the last three weeks been having the worst internet ever. my contract is with 200 Mbps !!
My family had it worst, a family who mostly work from home had no internet for 19 days without any warnings or emails nor any phone calls.
One thing I've learned after being a loyal virgin media's customer.
Don't be a cheapo
Dont fall for the high numbers 362mbps or even 213 mbps BS! as im typing my internet speed is 3.14mbps.
Also virgin medias box set sucks ! slow as watching a grass grow. specially Netflix!
Anyways last few days until I change, hope people who came here to see review makes smarter decisions.
Reviewer
Mary Saunders
Location
North Yorkshire
Date
25/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Despite being a loyal Virgin customer for many years, with our wifi, TV and mobile phone contracts with the company the service we have received is appalling. The iPhone I purchased from Virgin has according to apple "inherent hardware faults" and is liable for replacement under EU consumer laws. As it transpires, Virgin clearly doesn't follow EU consumer rights laws and by extension clearly doesn't care for its customers. Having experienced shocking service with call centres supposedly trying to help hanging up and the company doing everything they can to avoid taking responsibility for a faulty product they sold I would not recommend this company to anyone. As Apple stated they would replace the phone had the sold it to them it highlights Virgins blatant disregard of not only the customer but the law. Therefore, if you are confident enough in the service to expect no faults whatsoever Virgin is fine but come any issue you can expect extreme mistreatment and to spend the majority of your time going in circles to rectify a problem not caused by you.
Reviewer
Bob
Location
Southampton
Date
24/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never could I have imagined a service this bad in all my wildest dreams...
I could write a book of my experience with Virgin Media. I purchased the best service they could provide and had 1 month of 1mbs..........
Unbelievvable.
I had called them on a daily basis, and when that month was up, they offered me £10 cashback from my bill, which even that they forgot to subtract.
You call for help, you deal with people in India.
You explain your problem every single day from the start again, because they change people in every single phone call. They cut you off if you get emotional about it...
There is no win with Virgin Media, and they are officially the worst, most corrupted provider in UK.
Stay away from them at all costs!
Reviewer
Luke
Location
Leeds
Date
23/11/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just got virgin media set up today and worked fine, internet was working and so was the tv and then about 4/5 hours later it stops working and can not access anything, tv is down the broadband is down. Rung customer services and they were absolutely useless!!!!!! Can’t get an engineer out for another week!!!!! Come on seriously?!? Also when I signed up for it we got told we would get sky cinema for free for three months when the tv was actually working it wasn’t on there so I rung customer services and said I ain’t getting it as nothing on the notes! So I demanded to get it as was promised and she just went ‘no’ what customer service is that! So far my experience with virgin has been shocking! If it gets fixed next week I’ll be happy if not I’ll be switching to Sky!
Reviewer
Alex Darrell
Location
Oxford
Date
23/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They sold me broadband on a 30 day rolling contract for £35 with a £70 activation fee. On the day the broadband was supposed to be live, after an hour or so on the phone to support, I found that the virgin media cable was hanging down outside the house blowing in the wind. It took an engineer visit to sort this out and the connect started late.
As if this wasn't bad enough, during the sales call I was assured I could add a phone line on later on, bringing the total cost of services to £42 per month. I called literally 3 days later to act upon this agreement and found they wanted a £25 activation fee for the line, and they wouldn't honour the agreed price and wanted to up my charges to £43.75 per month.
As my father says, it's the big companies you have to watch out for these days. They cheat and lie and say whatever they need to get the sale, and treat you like rubbish after that.
Reviewer
Nicole Bowers
Location
Macclesfield, United Kingdom
Date
22/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am very proud to say that virgin is the worst possible internet/broadband you could ever have the amount of hassle I have had with it is so unneeded they really need to sort their act out virgin is rubbish!!! Definitely would not recommend I can create WiFi better than this!
Reviewer
Philip h
Location
Mansfield
Date
22/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Beyond poor. Was supposed to be connected last month but they keep missing deadlines and appointments with no explanation. going with another provider. There is no customer service.
Reviewer
Richard Rust
Location
Welwyn garden city
Date
22/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Keeps freezing dropping and crashes pc and mobile
Reviewer
Michael
Location
London, Walthamstow
Date
20/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media is sending advertisement letters to houses stating that the street is connected with fiber but in reality they don't have permission from local authorities.
This is to trick customers to sign up with virgin with the hope that they will get the permission (due to the number of customers requesting the service).
This is an unfair practice for the customer and I'm almost sure it's illegal too.
I had to wait 35 days for Virgin Media to try to connect me, after several hour long phone calls with customer service, but at the end they just canceled my order because they didn't get permission from the local authorities and without even the decency to let me know.
I then received a call from their "Customer loyalty service" asking me why I canceled my order, the poor lady was so embarrassed when she realized what was going on that she hang up on me...
Reviewer
Mike
Location
Southampton
Date
20/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Broadband is fine when it works, but cuts out multiple times per day. If I can get through streaming an hour episode of something it's a minor miracle. When I phoned them they just told me to turn it off and on again, they weren't interested in trying to diagnose the problem.
When I tried to transfer to talk talk, I was told I had to do the landline first, then couldn't cancel broadband or TV until after that - so they get another month of payment from me. Worst broadband service I've ever had, stay away.
Reviewer
Adam
Location
Camden
Date
19/11/2018
Ratings
Satisfaction
5.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
When moving home had to cancel as VM don’t have services at my new address. I’d been happy with broadband & tv so would have taken them with me. When I called to cancel the very curt and clearly miserable customer services woman told me there would be a disconnection fee of £150, she refused to put me onto a senior manager. I hung up. Next day called again, very nice bright woman answered, apologised that they couldn’t offer me a service at my new address but that as I paid a month in advance I was due a refund of £50, which I duly received! Clearly no real policy just luck of the draw...so I recommend trying till you find a civilised reply!
Reviewer
Neil hamilton
Location
Croydon
Date
19/11/2018
Comments:
The wose thats all i can say i've been with company for 10 years the customer service is the woset.Im looking to leave.
Reviewer
Alan
Location
North shields
Date
17/11/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with virgin yrs last year give me ne wifi hub had engineer said these hubs are poor signal for wifi using iPad few feet away then bought net gear router for wifi and used there's as modem I told them signal poor paying 57 pounds for tel and broadband only cancelled contact nothing but Cowboys and rip off merchants been trained by dick turpin
Reviewer
Brian
Location
Ellesmere Port
Date
17/11/2018
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Started off on what was originally a good deal. They gradually gave me a free upgrade which after a period you eventually end up paying the full monthly charge for the free upgrade (very sneaky tactics). I find customer service is very poor and they adopt tactics to try and make it as difficult as possible to cancel without having to pay for calling them. Even with my “free” upgrade the broadband isn’t the best as I have called them several times with speed issues as they do not tend to reflect the advertised speed... shocking really.
Reviewer
Anatolijs
Location
Hemel Hempstead
Date
16/11/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Planning to terminate my contract, customer service told me that they have special offer for me and offered higher price than stated on the website, just unbelievible!!!
Reviewer
Martin
Location
Northern Ireland
Date
16/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Changed to virgin one week ago pathetic speed is slow and customer service beyond a joke
Reviewer
James
Location
Tamworth
Date
15/11/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Comments:
Not reliable, prices increased a few times a year.Virgin media is wrong decision for long term customers. My advice would be, if you are reliable, long term customer, it is better choise to avoid this comoany. Worst experience ever I had with contrac
Reviewer
Talib
Location
Hertfordshire
Date
14/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I have never left a review for anything in my life. But today I have come to the conclusion that the cancellation process makes Virgin Media a criminal organisation.
Reviewer
Andrew jones
Location
Halifax
Date
14/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just had phone broadband and tv Installed today while I was at work.
Worked for2 hours now have to wait 2 days for an engineer!!!! Disgusting, bt never failed us once in 2 years!!
Reviewer
Dilan
Location
Date
14/11/2018
Comments:
Biggest scammers. All they do is lie to steal your money. Zero customer service. No reliability.
Reviewer
baz
Location
Birmingham
Date
14/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
virgin media has been shockingly bad in the past year, i didn't think it was possible to be this bad in 2018, the Internet is basic needs nowadays like electric and gas. I have been told they have utilization issues for over a year now which basically mean they signing up people without having the ability to provide the service they promising. they keep pushing back the date of the repairs every time I call,
Reviewer
John
Location
Northampton
Date
14/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Totally angry with these bellends, I transfered account on my wife, my bad, they sent a huge amount on the bill, tried to talk to someone in customer service just a waste of timr.There a working only "Indian habits" probably their server and slaves are in India. So nothing solved, bunch of emails no response. BIG ADVICE, do not have any relationship with them, otherwise you will have a big pain in the ass.
Reviewer
Tim
Location
Plymouth
Date
13/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I signed a contract on 14th August 2018. The price has now gone up £3 per month but I received no letter or email to notify me of this increase, therefore I didn't have a 30 day window to consider my options due to the increase. They send me emails every month to advise me that my bill is ready to view in my online account, but they never sent me an email or letter advising of the increase. This may or may not have been done to deliberately catch people out. Either way it is very poor. When I phoned up the virgin employee offered no help and then hung up.
Shocking.
Reviewer
Lewis
Location
Cardiff
Date
13/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst WiFi connection ever always gotta use my data on my phone because WiFi never ever works. I can’t use my I pad because of the connection it’s a shambles. NEVER GET VIRGIN ITS A JOKE
Reviewer
Javed
Location
Bradford
Date
13/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Joined via an official virgin media door to door salesman in October 2018. Salesman offered me 50mb broadband, Anytime landline calls, TV player bundle and free sky sports for 3 months – all for £32 per month. It sounded like a great deal so I even got a friend to sign up via the same salesman. The numerous problems started from the get-go, I will list it out for easier reading.
1. I repeatedly told the salesman that I have never had virgin media before whilst signing a pre contract in my house. Salesman still went ahead and booked the wrong type of installation (Engineer thought I had a virgin line already installed). So I got a new installation date for 2 weeks later, had to call my previous provider to extend the notification period which was tricky.
2. Also mentioned to the salesman, that I wanted the router to go into my bedroom due to my PC and gaming set ups needing an Ethernet connection and to keep my existing landline number. Salesman promised it can be done. Installation day comes (second time around), engineer immediately dictates where the best place for the router to go ignoring my preference. Engineer made so many excuses not to put it in my bedroom, probably because of the extra work needed, so I gave up and it ended up going in the living room alongside the TV box (I bought a powerline extender for £50 just to connect my pc). After the installation, I then find out that my landline number has been changed, I was really frustrated because I have had that number for many years and was looking to keep it.
3. This is where it becomes even darker, I was getting a bit concerned in why I wasn’t getting any emails as you do when you join a new provider and I wanted to make an online account. So I called up the customer helpline and they told me it’s because your email was incorrect .com instead of .co.uk. It was written clearly correct on the pre-contract paper handed to me by the salesman, to my shock my friend also had the same problem.
4. Then out of curiosity I told the customer service guy to read out my package and lo and behold I was on a different package weekend calls and nothing about 3 months’ free sky sports, it was just a normal package offered online. My friend did the same and got the same outcome, even the email situation .com instead of .co.uk
5. I rang the salesman and he kept lying about it just being a mistake and it will be sorted out (basically he was trying to run down my 14 day cooling off period). He eventually stopped answering calls from me and my friend. I then spoke to a manager from the customer services and he agreed that there was some mis-selling going on and will honour what I was promised if I sent a copy of the pre-contract to his email, which I then did. He then replied that everything was sorted, far from the truth as I saw no change on my account.
6. The last straw, I called again, really wanted to cancel it as I was fed up and 3 days away from the cooling off period. Was told the same thing by a different manager honour the contract etc. I then look at my account again and I see that my first bill is £120 including 50-pound installation fee when I was promised free installation. The 2 managers basically messed up my package beyond repair.
7. I then called up to cancel it finally, had to repeat my story every time I called by the way. Advisor said that I don’t have to pay a penny because the cancellation is within the 14 day cooling off period. No surprise here, they then sent me a bill a week after cancelling of £75 for god knows what reason, had to make further calls to customer service to sort this out, they said it was a mistake don’t worry etc.
In Summary a had 2-3 weeks of hell, I was a loyal and happy Sky customer before virgin, I got mis-sold by a sly Virgin Salesman called ‘Kevin’ apparently who lied, the customer service from virgin is also appalling most probably due to untrained employees in the Indian call centre, on top of all this the broadband service went down for 2 days in my area during my few days with virgin.
At the end had to re-join Sky. Lesson learnt, Virgin media is diabolical
Reviewer
Frederick
Location
Birmingham
Date
13/11/2018
Ratings
Satisfaction
2.00 stars
Speed
4.00 stars
Comments:
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
Reviewer
G
Location
Twickenham
Date
12/11/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Works okish until you last month of your contract. Customer service is rubbish, technican booked never arrived and claiming they did. Min once a month router needs restarting, wifi did not work in the bathroom which is 5 meters away from router. Not worth the money. Very unhappy, customer service talks over you or they dont speak good english.
Reviewer
harry sondh
Location
harrow
Date
12/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
very poor customer services they will agree with you but later they will send you different but and when u speak to customer services they so rude they dont give you straight answer i have wasted my 1 hour trying to resolve this issue waste of time
Reviewer
george sampson
Location
south shields
Date
11/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
phoned this morning as speed was only 1.08 . I wasa told to move the computer next to the hub or remove some data from the computer and this would speed things up. the lady also said she would fix the problem straight away. its almost 2-0- clock now and nothings really changed. ive dumped them and would never use this pile of useless crap again.
Reviewer
Gregori Martin Selles
Location
Bristol
Date
10/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
We signed up for a £38.00 per month which includes broadband connection + obligated landline connection.
Everything was fine the first 6 months, after that all problems started: broadband connection was going off every single month, sometimes for reasons we could understand like bad weather of repairs or reinforcements in their network, but then they started to deliberately cut the connection off saying that there was money due on the month's bill. As said, we contracted them for £30.00 per month and that bill ended up at £80.00 a month. We carried on for 2 months more and changed the service to a different broadband company.
To sum up, I basically do not recommend Virgin Media to no one as it will be an utter waste of money and time.
PS. For who might be interested, we now swapped to Sky which are good as gold in our region.
Gregori
A certified Virgin Media hater since July 2018.
Reviewer
Susan
Location
New Malden
Date
08/11/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Virgin's package delivers, but when it goes wrong their service is abysmal. Was 7 months without any TV, broadband or phone last year, now been without phone for nearly a month and looks set for another long haul. Think twice.
Reviewer
pillai
Location
31
Date
07/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
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.
Reviewer
Praful kothari
Location
Wembley
Date
07/11/2018
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband unreliable, for working from home. Broadband speed intermittent, nowhere near 100 Mbps more 15mbps when working. Currently intermittent till 12/11/2018. Customer service in name only, Not focused probably based in India
Reviewer
IFTIKHAR
Location
LONDON
Date
07/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They are charging me for speed upto 200mb but It never goes over 37 average speed is 18 MB.. Worst services
Reviewer
Martin
Location
Nottingham
Date
06/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Very disappointing experience with virgin media. Had to cancel after 19 days as wifi not reliable and not compatable with various devices. They then tried to charge me 2 months payments for only 19 days service. Shocking customer service and will never use them again.
Reviewer
Milorad Bastajic
Location
Corby
Date
05/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
We have been Virgin media customers for 15 years now, we've recently moved house and now they cant be bothered to help us. We've been waiting 1 month for them to come round to connect us and noone seems to know what they're doing. They cant give us a date for when the work might begin and the people in the office are totally incompetent!
Reviewer
Jackie Hyde
Location
Heaton Bolton
Date
04/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
We changed to Virgin Media midi September 2018. We’ve been left with a hole in our UPVC door and wires on show. Despite various complaints there is nobody interested in getting this resolved. We’ve been in our new home a few months and Virgin don’t seem to care whether this is sorted or not. They are a complete shambles and other than considering court action not sure what to do next
Reviewer
Paula
Location
RUNCORN
Date
04/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Spent last two days trying to get virgin media to accept there is an issue with broadband. Was very frustrating to be sent from one department to another on the phone and all was needed was an engineer to be sent out to solve the problem, which they won't send an engineer out to. Absolutely disgusted
Reviewer
JIM
Location
CLEVELAND
Date
03/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a shower of
Price rise while in contract
paying for 100 meg struggle to get high 50
oh very sorry sir we will sort it in 24 to 48 hrs
and the refund /credit team will be in touch
Well 72 hours later speed is now low 50 meg
no phone call no improved speed rang to see
why the guy on the phone couldn't answer
and put the phone down on me
Reviewer
Dorothy
Location
London
Date
02/11/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
It is costly. It is only good for new customers, while you get a cheaper rate. Afterwards, your price will increase every year by a few pounds. I tried to call the customer support, but the person would only argue with me and didn't stop to listen to me. I am very disappointed.
Reviewer
Serkan
Location
Crawley
Date
01/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
This is the scam I have witnessed today, it is so frustrating, coming home from work after a hard heavy day wanting to sit down with a drink in your hand and boom!!...
The chanel you been watching for the last 6 months or more is not there anymore, then when you call to find out why, you been told a script from staff on the phone, it is in full TV package ( bull) I was damn watching this chanel over and over again nearly every day, then all of a sudden disappears!!! it is not on!!! that is scam, is literally scam, they make you used to it then take it away, in order to scam more money off of you, cos you want to watch that chanel you like.
Who in f... World is deciding what chanel belongs to what package and why do you have to take away people's joy, the piece people looking forward for when they get home??? It is not on!!! That is scam I am not paying more I am not doing what you want me to do!
To hell with the people who is in this scam to hell with you I am going to leave soon sodd you all useless nonsense people
I hate you all who is doing this or make it happening
Reviewer
Sherry
Location
Potters Bar
Date
01/11/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Have been happy until recently. Broadband went down and was told on phone there was no problem and must be something in my flat that needs attention. Waited in for an engineer who immediately said it was not anything in my flat but an outside fault effecting many people. He said it would be repaired that evening or first am. I accepted what he said but felt uneasy. I phoned again and told repeatedly there was no problem in my area! So another engineer booked to come again. Being told different things by phone staff and their engineer. Have spent many hours on phone. Am looking for a new provider
Reviewer
E
Location
London
Date
31/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Their broadband might be of a decent quality. Their customer service is one of the worst. Staff are incompetent or rude. I escalated my complaint to CEDR but the company made a defence and repeats the same story again and again. They are utterly completely unpleasant. Waste of time.
Reviewer
Victoria
Location
London
Date
31/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
They kept losing track of my payments. Their website is terrible. It kept telling me I needed to change my password and then not letting me log in. Every time I had to talk to their customer service it took upwards of 45mins, I’d get transferred multiple times and asked the same questions over and over again. If I believed in Hell I would assume that Virgin Media customer service was it and they are here just to torture us. I made a compliant and when the complaints team followed up they said - so you’re issue is now resolved so you dont have a complaint. I indicated that my compliant was about the service I had received not whether they had finally done what they needed to. Only get Virgin Media if you will never have to deal with their after sales customer service. Otherwise it is just not worth the pain.
Reviewer
RMK
Location
Newcastle
Date
30/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT PURCHASE ANYTHING FROM THIS COMPANY.Tried to get fiber broadband installed, online services said it was available, I was told an engineer would need to come out and inspect the property to see if it was possible. Before he had even seen the property I got a phone call huffing and puffing to say it was a 'big job' and actually suggested that I can get normal internet through BT! After arguing my he agreed to come see the property, again the huffing and puffing started again and woe to the engineers who would have to drill through a wall. After realising there was nothing he wouldn't do to avoid this job I left. I then tried to ring virgin to explain the situation, spoke to 2 people both understood me fine but it 'wasn't thier problem' the third person I was transferred to I couldn't even understand...it was in this moment I realised they don't want my money, which is fine. So if you are looking for fiber, do yourself a favour and take virgins advice, call BT.
Reviewer
DAVID
Location
KETTERING
Date
29/10/2018
Comments:
Diabolical first cable laying - improved within 48 hrs of re-booking.
This subsequent install was fine, the test showed 55MB, which has held for a week so far,,,,,,,,,,HOWEVER...IT IS OF LITLE USE AS EVEN 1080 YOUTUBE BUFFERS EVERY 5 SECS!!! - 4K? - YOU CANNOT BE SERIOUS!! - I ordered and agreed to pay their loony rates to leave slow web behind (6MB is all I can get at the farm cos of long twisted pair) - the reality is, I doubt the 50MB is better than 20% better than the 6MB on Youtube...
Netflix advise 25MB for 4K............Just what is occurring?!
Reviewer
Mel
Location
London
Date
28/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The broadband didn't work half the time and then they put the price up after my contract finished and tried to take the money out my account without telling me. When I called them to cancel, I was passed to so many different people for 2 hours which left me frustrated. I will not be using this service again!!!
Reviewer
Maria
Location
Bristol
Date
27/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
FUCKING SHIT. Do.not.go.with.Virgin. Media
I’m literally paying for some wifi that DOES NOT F*** WORK
called them but they’re useless
Reviewer
Adam
Location
Southampton
Date
27/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Just wanted to WARN existing Virgin customers about unfair “contractual” termination charges!-was just ordered to pay an extra £60 as Virgin I moving and they cannot provide me with the service after I move. I was with Virgin for well over a year but had to switch to cheaper service recently as couldn’t afford their premium charge -Now it is their payback time!
Reviewer
Elsie
Location
Date
27/10/2018
Comments:
It’s not even worth giving a rating.
Taking two DD from my account but won’t talk to me as I didn’t sign the agreeement. They have been spoken to by the account holder and written too and still won’t discuss. They are a joke.
Reviewer
Malvern
Location
North London
Date
27/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media, has an advertised speed of 'up to' 100mb, for a recently increased £57 per month bundle. At first it gave 108mb dl and 6mb ul, now it never exceeds 50mb dl, and in the mornings and at other times of the day reduces to approx 20mb dl and less than 1 mb ul. This, coupled with a reduced quality of 'India' customer service, make Virgin a complete ripoff.
Reviewer
Leandro Carvalho
Location
London
Date
26/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The broadband simply went off. I spent more than one hour with them on the phone and they simply told me to wait one week for the technician to visit my home. The customer service was really dry and unpolite. How awful. I've just decided to leave the company. It's really not fair (not to mention that I spend more than 100 pounds monthly to receive in return such a disrespected treatment).
Reviewer
JaximusPrime
Location
Leeds
Date
26/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media sent my contract to an email address that was not mine and obviously no response was received. However, based on that I was in the contract and I only knew about the contract when they sent me my new bill. The new bill was strangely sent to the correct email address.
I contacted virgin media about the instance and it looks like nothing can be done because I am in contract and I have to pay a very high bill for 12 months at-least.
Do you guys think it is fair? I do not. Based on this I give Virgin media 0 stars and will keep doing that.
Any idea if something can be done about it?
Jax
Reviewer
Glenn Arnold
Location
Rugeley
Date
26/10/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
And still these clowns continue to bury their heads in the sand. Do they actually read any of these reviews, or do they just not give a **** about the customers once reeled in? I think it's the latter. Paying a hard earned £72 a month for this crap. Despite endless calls to 'customer service' (joke) I'm STILL only a 'secondary account holder' after taking over the account from my son 3 months ago. Meaning neither of us can access bills etc. Even when trying to escalate my complaint to a 'supervisor' (another joke) I'm put through to somebody in some place in a far flung corner of the globe who can barely string together two words of English, who repeatedly reads from a script telling me that it was my choice to sign the contract. Well, as far as I'm concerned, they are breaking their side of the contract in this respect. Add to that the Wi-fi dropping out randomly - should this occur if I'm trying to book flights etc when working from home and I end up with a missed flight or double-charged because of this, then they shall be hearing from my lawyers!
Reviewer
serghei
Location
birmingham
Date
25/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
the worst company. once you are with them they will rise the price and all you get agree with them mean NOTHING. do not connect to them.
Reviewer
Lin
Location
LEAMINGTON SPA
Date
24/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Once you are in they don't care anymore. Worst customer service!
Reviewer
Antony
Location
Manchester
Date
23/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do Not use virgin media.
Reviewer
Eugene
Location
Bromley
Date
22/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Was waiting for month to get property connected. They informed me few times that the engineer will come thus making me taking days off, but he/she never came. Strongly DO NOT recommend you Vergin Media.
Reviewer
Ruben jean
Location
South london
Date
20/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One star is way more than what they deserve!!!
I have been cherged for a new broadband to be delivered at my house (still waiting and it has been 3 weeks) and when i’m calling the customer services, if i’m not waiting for ages, i’m being transfered to another service...
Bottom line no know can help me or seems to know why i can’t get my contract started, why there is no account under my name (but yet they took my money) and even better no one is willing to give me my money back.
Worst services i ever had in years!!!!!!!
Reviewer
Robert James
Location
NW3 1DD
Date
20/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Moved in there weeks ago. The internet has been out for two weeks... damaged cable, no replacement cable, no feedback, nothing.... just really awful service.
Reviewer
Alicia
Location
Hampshire
Date
19/10/2018
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
After being completely screwed over by BT, it’s nice to have Virgin Media back in our lives. Our activation date for BT was over a week after signing up. Then there were “issues” and they delayed it by another two weeks! Called Virgin and they sussed us a router and got us fibre broadband in TWO DAYS. Currently have an avg download speed of 150+ mbps! The only issue we’ve had previously was at our previous property and the WiFi kept going down - turns out too many devices. Upgraded to router and no further issues! We love Virgin Media!
Reviewer
Whynowifi
Location
London
Date
19/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Is Virgin the worst broadband provider in the country. I made the mistake of moving over in August and the WiFi hadn’t worked properly since, having to sit thru the constant buffering and even though they originally agreed to come and fix it changed their mind unless I paid for it. Their useless call centre transfers you from one department to another, so I paid for the technician to come out and they’ve made it worse. They now refuse to come out a second time without me paying for it and one let slip you get buffering a lot in weekends due to high demand in the area. They never said that when they took my money. What a joke. I now have to go to the ombudsman. Hopeless
Reviewer
James
Location
Manchester
Date
19/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I have phoned them up multiple times, and each time I get quoted a different deal. This is annoying, as when I try and take up a previous offer I am informed that it is no longer possible.
The reason I am trying to upgrade my Wifi is because the speed is very slow and unreliable. Consequently I would not recommend Virgin's wifi deal which offers 50mb/s.
Reviewer
S
Location
Date
18/10/2018
Ratings
Speed
2.00 stars
Comments:
Absolutely shocking customer service. The sales team are fine until you get through to the relevant department that you need. They are obnoxious, rude, patronizing, argumentative (what happened to the customer is always right!!) and completely incapable of getting basic things right like your name. They take your money for what should be a free trial, cut off the channels which your meant to be viewing for free. Then refuse to refund the money which isn't theirs back into your account. I thought other companies were bad which I've used in the past, but my god they top the list!!!.
Reviewer
Eugene
Location
London
Date
17/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Our signal disappeared one morning never to be seen again... Virgin has been beyond shambles. Here is the chronicle:
1. Call for an engineer
wait a week
2. Engineer attends: you need a new cable, a construction team. The conduit is blocked too.
wait another 10 days
3. A guy comes over - you need a new conduit.
- I know, aren’t you going to lay it?
- No, I just pull the cable.
Wait another 10 days
4. Another guy shows up - can’t pull the cable. - Obviously
wait for another 10 days
call help line
empty assurances and rehearsed apologies are given that next time everything would be fixed.
5. No one shows up at all
6. Call the help line by midday. Response: someone is working right now. Evening text: “we fixed your problem”. In reality - no one even showed up. I have CCTV. No one.
7. Call the help line,who say their notes say they called the customer and rescheduled the appointment for November 30th. No one, of course, called.
The call centre clearly just tells lies. This is torture. My kids can’t even do their homework. I ran out of my annual leave waiting for the “engineers”.
Reviewer
Paul
Location
Tunbridge Wells
Date
16/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Without question.....using Virgin was , to say the least, traumatic .... 5 missed appointments....uninformed staff and incompetent workman.... issuing County Court Summons for the damage to my property !
Reviewer
SUB
Location
Guildford
Date
16/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I would love to give 0 star or negative marking. Customer Service is one of the worst thing. I moved my flat and tjey said they can provide the service in my new flat so, I have to pay early termination fees. The guy called Rowat from complaint department was trying to say that I have to check weather they provide the service in my new flat (what a joke). I even gave the name and number of new guy who live in my previous flat. But still paying early terminaton fee. What a joke??? They just want to make money from customer.
Worst experience ever. Dont go for virgin media
Reviewer
Robert
Location
Dn1 2tp
Date
15/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am very unhappy with Virgin because I pay for 108 M / bs and I have 2M in fact. And sometimes 5M I called 100 times to Virgin but they got me in the ass. I do not have the strength to whom to report with this problem, no one is able to help me !!!!
Reviewer
Victoria
Location
York
Date
14/10/2018
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Do not go with Virgin. Their customer service is appalling, they put your bills up with no warning and you cannot contact their customer service unless you are prepared to wait over 30mins on hold. Absolutely awful!!
Reviewer
A
Location
Coventry
Date
14/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
If I could give less than a star for some of these sections I would. Virgin charge us £43 a month for just internet services (and that's at the discounted rate). At that price you'd think we'd get some good customer service. It takes at least half an hour to get through to them on the phone each time (though that's at the lower end of the scale). When you do finally get through, Virgin just randomly cuts you off after wasting your minutes (I lost my 500 monthly minute over two days calling Virgin). The people on the phone are really slow (they take half an hour just to fill out forms with basic details like names and postcodes). We ordered a booster because the internet connection wasn't stretching to the back of the house at all. We knew this would cost an extra £3 a month, but we also got charged an extra 50p for the costs Virgin had to undergo just for changing the contract slightly (which so, so stupid). And their online chat is pretty much never available. We went without internet in one part of the house for nearly a month but there was never an apology from Virgin.
Reviewer
Unsatisfied user
Location
London
Date
13/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Customer service is horrible. Speed is OK nowadays, but sometimes it struggles with high ping times, which means that it take 2 seconds for the website to load even if you have 200Mbs speed.
They keep increasing price every 6 months by 3-5 pounds even if you have a contract, so kind of like a trap.
Also if you have downtime service you need to call 3-4 times to sort it out and remove it from your bill.
Takes 6 days to fix internet if there is a problem...
Reviewer
Iacob
Location
Sunderland
Date
13/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
no internet for almost 3 weeks , kept calling at customers suport still no one came to fix it. Paying for nothing
Reviewer
Candice Padden
Location
Swindon
Date
13/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The worst company I have ever been with.
I will keep it short as possible.
On the rare occasions the Internet worked we had a really good speed.
Multiple times a day the Internet dropped off completely. 15 mins, 20 once for 45 minutes.
I called at least once a day and spoke to rude and clueless "customer service agents."
They had no idea and just kept reseting the channel. Eventually I said to send an engineer out.
They didn't.
When I called to say he hadn't arrived and to send someone they said I had to call back three times in thirty days to get a call out! Even though I'd called multiple times a week and their man didn't turn up.
In the end I left...
Here is where it gets really fun!
I leave and call them to say so.
I need to pay my last month's fee AND a £200 leaving fee.
I agreed to pay my leaving fee as I had indeed not given a month's notice however, I would NOT be paying the leaving fee.
I paid my £83.83 per month and moved on. (limited TV, rubbish broadband BUT a very very good phone service.)
Started getting letters about my leaving fee which I called about once, told them to take me to court and them ignored.
A very NICE man from virgin called and asked to set up a £5 a month payment plan.
I explain that I CAN pay for it I just WON'T. Explained why and again asked them to take me to court.
Next was a debt collection agency.
I called them and they wanted the fl story. After telling him how may times a day the Internet dropped, the rude and unhelpful staff and engineers not turning up, he told me not to worry about it all.
A week or so later, I got a letter saying the Debt company had sent the debt BACK TO VIRGIN!!
They knew in court I would win so they weren't interested.
I NEVER HEARD A WORD FROM VIRGIN AGAIN!!
So if you get an early leaving fee, stand your ground! If they have broken contract you can leave.
Reviewer
Alexandru
Location
Didcot
Date
12/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The broadband is fine but the customer service is appalling! I told them I will not be renewing my contract but they have continued to charge me! I have been trying to resolve the issue but I spent 2 hours being passed from department to department and having my calls disconnected while waiting for x department to answer - Shocking! I even told them that it is not fair for me to call 7 times and not have my issue solved - this is bad customer service! Just to be told "Sir, that is your opinion" whatttt? They still have not solved my issue of being charged for nothing! Goodbye Virgin - you lost a good and loyal customer!
Reviewer
Rishi
Location
Harrow
Date
10/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Bull set service
Reviewer
MR J
Location
Pinner, Middlesex
Date
10/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin arrived in August to install my VIVID 200 broadband and TV.
The engineer left cables strewn across my garden and pathway but assured me that their ‘burial’ team would arrive the same day to bury and tidy the cables - they did not arrive until 4 days later following numerous calls to Virgins customer services.
Download speeds were around 24MBs and the TV service did not work - a far cry from the 200MBs download speed and seamless TV services I signed up for! After several further calls, a supervisor visited and advised that the wrong cable had been installed and advised that new cables would need to be installed required more disruption to our garden. 2 days later Virgin engineers arrived and installed a new cable, leaving exposed cables across our garden and most annoyingly left me without internet, promising this would be sorted out. - Well it wasn’t.
After going around in circles with the very unhelpful customer services I emailed Virgin’s CEO Tom Mockridge requesting his help but was advised that he cannot deal with my complaint personally (well there’s a surprise!!)
Absolutely appalling service - nobody at Virgin seems to care - including the CEO (Isn’t his goal to make customers happy, build his company’s reputation to entice new customers and so increase profits?)
Do not be taken in by promises of great service- You’ll be sorry!
Summary:- Appalling on all accounts – 0/10
Reviewer
Sally
Location
Islington
Date
08/10/2018
Comments:
We were told we would get our broadband box over two weeks ago, and have called every day since with absolutely no progress being made. The customer service reps clearly did not write down what we had been saying, as they gave us the same reply and did not help at all. We finally cancelled our service without ever receiving the box, and would not recommend this service to anyone wishing to get good and reliable wifi.
Reviewer
Bozz
Location
Newbury
Date
07/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
- TiVo is slow and menu structure is poor
- Broadband is extremely unreliable
- Speed is far from what is advertised 50% if you are lucky and it is working
- I suspect the router is plain poor and the root of many of my problems..
- customer service is as you’d expect however can’t do much beyond placate
Reviewer
Jack
Location
Plymouth
Date
05/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Not been with virgin for very long and it's been great I can't fault. Till I moved house and got told I wasn't able to have virgin at that property, hang on it's the same postcode and 5 doors down and still can't have Virgin? Meaning I had to cancel my contract with a nice cancellation bill! Thanks. The customer service however was dreadful it was the worst I have received in a long time. I was put on hold 2 times and had to give all my details again for the 3rd time? Now explain that Virgin? I was then expecting to be transferred to someone else and was on the phone for a extra 10 minutes or so with dead silence so I said hello and oh guess who answered the same guy! Nope wasn't being transferred maybe we got a bit confused but the fact I was left on the phone for that period of time was disgusting when he could have let me know to hang up as the conversation has ended. I will never become a virgin customer again and I will never recommend you guys to anyone if that is the service you provide to your customers.
Reviewer
Mike Peterson
Location
Stoke-on-Trent
Date
05/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
We decided to leave Virgin Media when they stopped two TV channels that we watch regularly and at the same time put the price up by £3.54 a month, making our payments exceed £100 a month. I found an alternative (local, and £50.00 a month cheaper) and phoned Virgin to cancel. It took them 35 minutes for a human being to answer, and another ten minutes for me to be connected to the correct person. The person I got must have got out of bed the wrong side. I informed her how long I had been waiting. She said she was not interested in that. She was rude and was as unhelpful as she could be. I stressed when I spoke to her that I wanted my telephone number ported over to my new provider.
My new internet provider contacted me to say that they couldn’t port my number over because I hadn’t told Virgin I wanted that done, despite the fact that I had made it crystal clear to the advisor that that was what I wanted. This necessitated another phone call and another 45-minute wait. The person I got this time assured me that my number would be ported over.
The next day I got an e-mail welcoming me to my new Virgin phone service. If it wasn’t so serious it would be laughable. Not wanting to have to wait another 45 minutes before speaking to an unhelpful telephone ‘advisor’, I wrote a letter. I got a fairly prompt reply assuring me that all was in hand. They stated that they had tried to contact me by phone. It turned out that three silent phone calls received and interpreted as nuisance calls were actually from them.
In a subsequent phone call, that wasn’t silent, I was assured that I would get a refund of £62.84 that was overpaid because my contract ended half way through a payment period. My contract ended on 25th August. It is now 5th October and I am still waiting.
The impression I get from this awful experience is that Virgin Media make it as difficult as possible to cancel their services. As a result, I have cancelled all other Virgin services I use, even Virgin Wines. There are plenty of other services I can use.
Reviewer
Mr T Billingham
Location
Birmingham
Date
04/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
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
Reviewer
Asha
Location
London
Date
04/10/2018
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Before I signed up with virgin media through Currys store I wished i'd looked online for reviews because I have regretted it till today. Biggest rip off all time they even changed my broadband package without informing me and charged my over £100 until I luckily received the email and rang them to sort it out. I had no option but to be stuck with them and now thank god I've only got till December left thank god because I will never EVER go or recommend them to anyone. Staff are useless and your on hold for over 10mins untill you decide to hang up once you fed up. I honestly hope they get exposed for their rip off deals. P.s if you try and cancel your broadband you will have to pay the remaining amount which aint worth it really. Good luck to everyone because I feel like I'm finishing my prison sentence with them
Reviewer
Ieva silina
Location
Selhurst
Date
04/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ohh dear! Such a waste of money every month.. so often we have problems with channels and broadband.. they just keep sending someone to fix.. and they just adding extra plugs to go in socket to get something better probably they don’t know them selfs.. I’ve feel tired to call every month with some problem.. my channels stopped worked and they kind of fixed it by putting more cables into sockets.. that means more electricity to pay.. now my internet is not working so they coming to fix this problem too.. I mean pls people choose Different companies this one is too crappy.. besides to cancel contact I need to pay more than 100 pounds omg
Reviewer
Ivan
Location
Nottingham
Date
04/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I WILL KEEP IT SHORT.
1. They break their contract by putting up the monthly price and then charge for the privilege of leaving them.
2. There is no phone number on the website that I can find. When you do get their number the staff are rude and unhelpful. Expect a long wait.
3. Broadband speed is not what they advertise, far from it. As low a 5Mb/s
4. Tivo box is cumbersome and slow to navigate.
5. Broadband is not reliable especially at peak periods.
6. You pay a premium price for a poor product.
If you sign up with them you may live to regret it.
Reviewer
Callum Alkins
Location
Nottingham
Date
03/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
We bought Virgin Media Broadband and immediately had to buy the booster pack because the connectivity was abysmal. After receiving the pack you have to call Virgin just to activate it (a bit unnecessary), it worked well for a about a week before I had to call their team again due to the booster not giving any internet. Their customer service is dreadful, it's like I called a random person that knew nothing about Virgin or their products. They have 'accidentally' hung up multiple times and I advise everyone to stay away from Virgin in the future.
Reviewer
Mike
Location
Lincoln
Date
02/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Every few months the wireless signal range reduces significantly for no reason. Despite numerous reboots of the router and phone calls to Virgin, the problem normally lasts for several days. This time (October 2018), it has lasted for three weeks... and counting!
I am a landlord with three properties all with Virgin Media and I am seriously considering changing provider.
Reviewer
Brownhill
Location
Nottingham
Date
02/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Sir sh. It Branson increased prices in two years, all his money should be used to saving the planet of plastics.
Reviewer
Atef
Location
CURRIE
Date
02/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have never been so angry and disappointed with a product in all my life. I have had virgin media since the beginning of August and I have had nothing but bother ever since. First was that I was given a date for install and when the engineer arrived it was only to install tv and nothing else and they said that if I was to accept the install we would have to pay extra to get the broadband and phone installed, I refused as that was not what we had ordered. This happened for the second time and for a third time, we eventually got it all installed after a long wait and a few wasted days off. I have complained many times about my broadband not being the speed that I am paying for. Also I got the wrong contract as when I first ordered my bundle I asked for sky sports and it wasn't put on my account. When I phoned about this they wouldn't believe me and I finally spoke to someone who asked me to send the paperwork to prove that I had ordered it. I have now had 2 engineers out to look at my broadband and the engineer that was out today said that we should be able to get our contract cancelled at no extra cost as we aren't getting what we are paying for. We only get WiFi in one room and when you go downstairs we get no signal. The customer service that I have received has been the worst ever, I wait on the call for over an hour and then just when I'm starting to talk to someone finally, they hang up, this has happened 3 or 4 times now and no one ever phones back which then means I have to call back and spend another hour waiting to talk to someone and I always have to start again which takes a long time to tell them the whole situation again. I have asked repeatedly to cancel my contract and I keep getting told I have to pay £240 cancellation free. I do not agree with this because I am not getting what I have been paying for. The engineer that was out today said that I was to call at 7pm and by that time his report would of gone through, but when I was on the call to customer services they said that they didn't understand the report. I have been told so many different things about it all, I even had someone on customer services tonight tell me that they can see I've been using my phone but how can that be when I don't have a phone connected, when I said this to the guy he quickly changed his story to say tv not phone, and I think it's terrible that you can charge someone a cancellation fee when I am not getting what I'm paying for. I have been told that Virgin had tried to call me and left voicemails which they didn't, I have had enough of it all and I'm going to take this further now.
Regards
Atef
Reviewer
Atef
Location
CURRIE
Date
02/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have never been so angry and disappointed with a product in all my life. I have had virgin media since the beginning of August and I have had nothing but bother ever since. First was that I was given a date for install and when the engineer arrived it was only to install tv and nothing else and they said that if I was to accept the install we would have to pay extra to get the broadband and phone installed, I refused as that was not what we had ordered. This happened for the second time and for a third time, we eventually got it all installed after a long wait and a few wasted days off. I have complained many times about my broadband not being the speed that I am paying for. Also I got the wrong contract as when I first ordered my bundle I asked for sky sports and it wasn't put on my account. When I phoned about this they wouldn't believe me and I finally spoke to someone who asked me to send the paperwork to prove that I had ordered it. I have now had 2 engineers out to look at my broadband and the engineer that was out today said that we should be able to get our contract cancelled at no extra cost as we aren't getting what we are paying for. We only get WiFi in one room and when you go downstairs we get no signal. The customer service that I have received has been the worst ever, I wait on the call for over an hour and then just when I'm starting to talk to someone finally, they hang up, this has happened 3 or 4 times now and no one ever phones back which then means I have to call back and spend another hour waiting to talk to someone and I always have to start again which takes a long time to tell them the whole situation again. I have asked repeatedly to cancel my contract and I keep getting told I have to pay £240 cancellation free. I do not agree with this because I am not getting what I have been paying for. The engineer that was out today said that I was to call at 7pm and by that time his report would of gone through, but when I was on the call to customer services they said that they didn't understand the report. I have been told so many different things about it all, I even had someone on customer services tonight tell me that they can see I've been using my phone but how can that be when I don't have a phone connected, when I said this to the guy he quickly changed his story to say tv not phone, and I think it's terrible that you can charge someone a cancellation fee when I am not getting what I'm paying for. I have been told that Virgin had tried to call me and left voicemails which they didn't, I have had enough of it all and I'm going to take this further now.
Regards
Atef
Reviewer
ian
Location
west yorkshire
Date
01/10/2018
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
OK so this is now a part two of three I guess, my first was a couple of days ago, and an engineer has come out since then.
Long story short, all was fine for 3 weeks, then for almost a week the system was working only at 12mbps anywhere really, then just literally minutes before the engineer slot was to happen, it jumped up to 80mbps in the living room (hub location) only.
It fell back to 12mbps. 2 hours later, the system again jumped up to 80mbps in the living room and a better but paltry 30mbps in the kitchen, twelve feet of open doors away.
Five minutes later, the engineer said he would be there in 5 minutes. I know, right?!
Engineer does his bit, discovers two faulty connections, and as a result of one the phone began working.
The eventual decision to change the hub box seemed moot, as it behaved in the same, better, but changeable fashion.
Here is the upshot of the visit:
- faulty phone connection sorted
- faulty/not fully plugged-in fibre connection pushed fully home
- wifi began behaving as follows:
Cyclical, seemed to go fast then slow in cycles of a few minutes. I began to think virgin had a special way of throttling, that did not choke the data speed to a fixed low level, but cycled it high/low for five minutes each.
Hitherto, I was able to treat power of wifi as inter-related with speed in mbps. IE if we had 4 arcs of wifi, your speed was good.
The virgin system is not like that. I have wifi boosted it to heck and back, and it still just permits 12mbps. this is too clever to be by accident - 12mbps just about permits HD video but of course the BBC iplayer, has dreadful and unusable lag at these speeds.
12 feet, and the signal has to take a left turn into our kitchen...dead. From 87mbps, to 68mbps in the lobby then 14mbps in the kitchen.
I find the entire matter confusing. I think, there IS throttling of some type occurring, BUT another component has become apparent - I need to make use of my old ASUS 68 router it seems, that I used to avert all the BT hub problems we had, for similar reasons.
Virgin in common with BT, seem to meddle regularly with their hubs/wifi units. So, in short, the advice is to get into your virgin hub (xxx.xxx.x.x address you can google it) use the password off the bottom of the hub unit, and set it to :
MODEM mode.
Now, the virgin unit does not do wifi. Now, you can use a decent unit to do that with, and ASUS certainly is an improvement. It has aerials and stuff.
So now, I will be able to deal with a known quantity, that won't update unless I make it, and the virgin unit just acts as a modem, not modem and router/hub.
Basically, someone else online has a video and all they did apart from the settings thing, making virgin box modem only, was take a rj-45 and cat 5e or 6 cable, from virgin box to asus router.
That's as far as my planning has got. Part three, will be when I have solved this, by actually implementing a solution of the type outlined above.
Setting the virgin hub to modem only, is by logging in to that xxx... address as above, then putting in the password on the bottom of the hub unit of virgin's, then it is in 'advanced' I think, or 'router' or something to set it to modem only.
Back later with results, I cannot fathom a company producing the most advanced infrastructure in the company then lumbering customers with a creaky under-powered microwave unit (that's what wifi is).
I also saw a guy advise on how to pump up the power of a BT hub to reach anywhere through walls galore, but my brother said ' You sleep right beside that hub don't you bro?'
I think he was implying my brain would get fried. I bought the ASUS and put tin foil behind it instead. Part three later then...
Reviewer
not telling
Location
edinburgh
Date
01/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Thieves putting price up by £4.00 constant crackly phone line, as others have said customer sevices a joke now lost £65 per month as leaving to go to sky laugh that of thieves
Reviewer
valerie
Location
Bristol
Date
01/10/2018
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
5.00 stars
Comments:
Virgin has cable in our street so should be the fastest. However, my speeds have got slower and slower since signing up with them. They are about to raise their costs too. You have to threaten to leave before they will give you the best deals and even then, the speeds are not impressive, at just 11 Mb
Reviewer
robert hammack
Location
glasgow
Date
30/09/2018
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
virgin media used to be great but now service is terrible ,trying to actually speak to someone is virtually impossible
Reviewer
Ruth
Location
Banstead
Date
30/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer services is the biggest joke on the planet. If you could understand them it would help.Never listen to their customers. It is the only internet provider that insists on restarting the router every time there is a problem. Was told to move the router away from all other electrical devices and to have sitting in the middle of the floor of the room.
Speed when it works - a snail goes faster. Pen and paper and a stamp works faster.
Price increases at least once a year for a declining diabolical service.
More money, less speed.
Can only assume that the price increase are to now pay for the rebuilding of Branson's house after it was destroyed in the hurricane as well as his space project.
Also get rid of Usain Bolt off the TV and reduce our bills instead.
Reviewer
Jannat
Location
Dunstable
Date
30/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Service itself is awful;
- broad keeps disconnecting
- tv package is extortion and not worth it
Customer service is the worst;
- needed to call every month
- not helpful nor sympathetic
- they just want the payment and that's all they care about
- waiting time is atleast 30min for uselessness
- they don't make notes which makes it harder for me every time I call after
- they give incorrect information!!! Which then effects my time and money
Honestly, virgin have wasted my time and money this whole entire year and I would not recommend this to anyone and I can't wait until my contract finishes
Reviewer
Honest
Location
London
Date
30/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Constantly raise prices and appalling customer service. If you want to spend hours on the phone on a regular basis -sign up to Virgin.
Avoid
Reviewer
Mark cox
Location
Stoke
Date
28/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Tried to cancel my virgin after 10 years with you and your telling me I can’t becauae I forgot my password. And I give you my notice and your still telling me I can’t until new password has been sent. And you are continuing to charge me for a service what will be expired.. I’m seeking legal advice people should avoid this company at all costs
Reviewer
AliC
Location
Wandsworth
Date
28/09/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
BB line speed / WAN connection is very good but that doesn't mean so much when the wifi signal is so poor in adjacent rooms. Worst of all when they have an outage it takes days usually 2 or 3 , to fix. We have 2 or 3 long area outages per yr and in all cases it has taken 24 hours before they even send anyone out to look.
Reviewer
Iain
Location
Leeds
Date
28/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Currently I cannot access my e-mails and Virgin Media's Contact us facility is futile and frustrating. I need to communicate with other parties and in some cases this inaccessibility is jeopardising my life but hey ho I'm just another stupid subscriber paying a premium price for an inadequate service.Time to change my Internet Service Provider not to mention phone and TV.
Reviewer
ian
Location
West Yorkshire
Date
28/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Well, shucks, don't I wish I had read these reviews first.
This is the end of September 2018, and about two weeks ago we had our Virgin installation and for about ten days it was almost incident-free bar some restarts out of nowhere, and my 'ookla' speedtest app on the ipad recorded 70mbps.
That is the good news over.
The entire town has been ringing to the sound of two-stroke stone cutters as pavement after pavement has a slot dug and fibre cable laid. Now, I could carp and say as I am no longer full-time employed, this ruined the best summer weather-wise I can remember...but at 200mbps promised, it seemed churlish.
Now, two warnings arose as the salesman pressed us - one, he did keep saying 'megabytes' to describe the speed. It is rated in megabits per second or mbps for short.
Two, he was not actually all that keen to flog us the 200mbps, preferring to labour on about cost savings per month and the 100mbps package.
I will save you wondering why - when I called yesterday saying my 200mbps had dumped to 12mbps for the last 48 hours for no reason I could find, the obfuscation and lack of clear or helpful tech support came shining through.
I did have to be pretty rude at times to for example, not accept the techies view that it was important I wasn't in the same room - I explained it was ten feet and an open door.
He wouldn't shut up, motored on with a rapid wordage and accent that I could not figure at times. I literally had to let it all float over me and just say what needed said at the end. It was motormouth like sales patter is when it is flannel.
He said it was the hub needed settings changed. I was agape. 'Let me be clear, you want me to log into my hub and put the password in to make technical adjustments?!' I said absolutely gobsmacked.
Yup, he wanted me to start adjusting widths of channels for the wifi.
I stopped him. NO I said. The tv apps started to show a buffer circle, and then I went to the ipad app to check speeds on the line.
The tv is hardwired into the virgin kit by the engineer. It is all cables, I said. All together. It all worked and my app showed 70mbps until Wednesday midnight or so.
It has crunched since then.
I left BT because of incompetent technical support and installations botched. (They used an old alarm cable - no really - to put the 70mbps signal through. For the technical, it's got no shielding and it's only good for phone calls. I installed it pre-broadband FFS. It has no markings like cat 5 or cat 6 or cat V so the BT guy ought to have known. Upshot - 8 months of intermittent failure and changing parts in my PC until I found out what the muppet had done. Anyway....I fixed that, and we just had to tolerate the very average mbps thereafter.)
Back to Virgin...we have a tech appointment booked. Now, Rakesh on the phone, said it is a hub that needs replaced. I know this is unlikely. I say, Virgin have throttled us back after a ten-day honeymoon, and it's gone to heck since half the town switched to Virgin, following the outrageous promises and the summer installing.
I am an IT specialist. It's not the box, unless the box has an emergency backstop to go to 13mbps or so, which it has now defaulted to, because some part is fried.
Rakesh said initially it was an auto adjust patch of software that had failed to work properly, hence the manual attempt to make changes.
Blah blah.
Not happy...I can smell what's coming, I will not have 11 months of this before bailing. BT was better than this, even if it did take an ever-increasing sum of money and 18 months to get stable. Oh, plus I got a good ASUS hub with three aerials, and a piece of tin foil behind that, to magnify/focus the wifi forward - it works.
So here's the obvious rule emerging - it costs £1 per mbps to get broadband that's good, along with a phone line etc. per month.
We are on a 200mbps with Virgin and the best I saw was 70mbps for ten days. At half price of £34 per month - there you go, if it works, it is only 70mbps not 200 but that's good enough, and surprise, £1 per single mbps. BT ended up at about £67 per month for 40mbps to 73mbps.
They only came up once Virgin started digging and stone-cutting.
This broadband lying thing, is so commonplace, not even regulators expect or can enforce anything else.
The practical fix for us is to go back to BT and using the freeview channels on an ancient skybox and satellite dish.
My problem is even if Virgin fixed this on Monday, at the tech appointment, I have no confidence until ten days or so are up, and if it plunges, that will likely be it for me.
I don't want to argue all day with a tech guy I cannot understand. I don't believe they know what they are doing, and they seemed pretty able to fob-off. Were I less forceful or less knowledgeable, they might have told me it was ok, and signed me off when they tried to get me to watch the tv app and if it was ok, say all was good.
Unpleasant, patronising, circular, I just find this tiresome, this broadband baloney. I buy a car, I expect a 2 litre to be 1998cc at least. Don't sell me broadband quoting 200mbps, lie about the faults that arise, then try and make me wear the 5% of that service I get soon after install.
No, it won't do.
Reviewer
Dermot
Location
Derry
Date
27/09/2018
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Phoned 3 times today.
1st time to get my virginmedia password re-issued as I couldn't get it sorted on line. I got a very helpful lady with an accent that makes me think she was not UK based. it took a while and she tried very hard to help and eventually she got it sorted, I think the problem was the system rather than her. try getting them on Webchat, I have for 2 days and got absolutely nothing, anyway we got there in the end.
The 2nd phone call was to query my bill, I got a man with a accent which again made me think he was not UK based and he repeatedly answered a different question to the 1 I was asking. He kept telling me no discount possible but I hadn't asked for a discount, I was querying my previous bills. He them proceeded to give me a postal address to send my correspondence to. When I asked for his manager, he said he didn't have one. I was starting to think he was being deliberately difficult so I thanked him for his time and hung up.
The 3rd time I phoned was to cancel my contract as the previous idiot had annoyed me that much (and I had a fairly good offer from SKY). I got a man with what I think was a Welsh accent, he couldn't have been more helpful or honest if he tried. He directed me to where I could resolve my billing query and made me a pretty good offer for renewing my contract.
The actual broadband is quite good if a little unstable at times. I have had terrible experiences with Both BT and Talk Talk before so all in, they are not the worst.
To Virgin media management, sort out your customer services. Cheap foreign call centers are not cost effective if they are losing you your customers.
Reviewer
bill
Location
Leicester
Date
27/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusted. Being charge for landline calls Ive never made, customer service cannot figure it so they keep transferring me. Customer Service are full of LIES!!!
Reviewer
Steve
Location
Birmingham
Date
27/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Wal Riley
Location
St. Helens
Date
26/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
More of a review of their after sales service department than a review of the broadband which, when it works, has generally worked well. The problem lies when it fails, which has become more frequent of late, and the resulting palaver of trying to get it fixed. Every time I ring up with a issue, I end up shouting at someone because they argue or ignore what I'm saying, or fob me off. Recently, they have resorted to lying as regards the whereabouts of a missing technician, who was due between 1 and 6pm, but turned up at 8.20pm when my missus had gone to bed and the kids where doing their homework. Needless to say, the visit was declined. I accrued one and a half hours on hold on the phone after 6pm, just trying to find out where the tech was, without success. If they can't even locate their tech, without upsetting a customer, then how are going to deal with a real fault?
Reviewer
Abid Rahman
Location
Birmingham
Date
26/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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!!!
Reviewer
XXXXX
Location
Liverpool
Date
25/09/2018
Comments:
Worst costumer service advisories, no help I signed up to a 55 pound contact and with no notice they told me my bill is now £191.90 nothing but excuses on the phone no help at all told me I can have free view channels for £67.40 a month this is a disgrace !!
Reviewer
Sharlene
Location
Essex
Date
25/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
AWFUL!! avoid at all costs!!!!!!!!!
AWFUL avoid at all costs!!!!!!!!!! Can never get an advisor on the phone unless you hold for 30 minutes. Web chat is poor wasted an hour trying to answer my query and complaints team were useless just advises to speak to customer services. No options on the website to cancel subscription services in fact the website is built to prevent cancellations. Constant problems with the internet sometimes your informed about disruptions more than often not and again there's no advisor to speak to or any compensation offered.
Reviewer
Andy Wheatstone
Location
Cheltenham
Date
24/09/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
This is based on Broadband only. Very poor customer service (call centres based in the Far East); the reps are helpful, though sometimes difficult to make yourself understood, its mainly the process and irritation of (finally) getting through to someone. Speed and reliability are generally ok, though bills keep going up with little or no improvement to service.
Reviewer
Taha Abdallah
Location
W5 2ej
Date
21/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I signed for 200 speed but never get it enginer visit it 2 time but still very bad speed very disappointed
Reviewer
Ed
Location
London
Date
20/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The staff of Virgin Media were supercilious, patronising and entirely unhelpful.
Virgin Media cancelled my direct debit without informing me. I was not late on payments, I did not have a bounced payment and neither I nor my bank cancelled it. They ultimately accepted that they had cancelled the direct debit.
Then they levied late payment charges on me because I missed a bill payment, and said they would not cancel it as I have a responsibility to check all my bills and ensure the direct debits go out on time. I explained that no one has time to check every bill and confirm it against direct debits, in the same way that no one has time to read every term and condition before they sign up to anything. He agreed but still refused to cancel the late charges.
If anyone had told me they were cancelling the direct debit (in any form of communication) I would have set up a new one.
They have no idea how to retain customer goodwill. This ie explained by their 0.7/10 rating on TrustPilot.
Reviewer
Iftikarraj
Location
Slough
Date
19/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
100mb fibre optic broadband and just three iPhones still slow. Need to keep restarting router or change settings to boost up speed. Every year they put up the price whilst the speed is low.... decided to leave as previous Sky normal broadband was better than virgin fibre optic.
Reviewer
Samira
Location
Birmingham
Date
19/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I wanted to convert provider because the internet was poor and they keep on adding price on the internet bill.
They wouldn’t let me change ,cutting me off when I’m trying to explain why I want to conver and kept on giving me deals for “better” and more expensive broadband deals that probably will not make a difference, if not make the problem even worse.
Reviewer
Uma Gurung
Location
Basingstoke
Date
19/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’ve had virgin media for over 1 year now. I was getting intermittent problem now and then but never really paid attention. BUT for over 2 weeks now internet hasn’t been working at all. Everytime we call virgin media they gave told us it will work tomorrow. Everyday for over 2 weeks we’ve been promised that it will work tomorrow. We’ve had enough so now we have cancelled our internet with them. Even so we have to give 1 month notice for what? No internet. Vigirn media haa been very disappointing! I would not recommend virgin media to anyone!
Reviewer
Gone Guy
Location
lower piddle
Date
18/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling Customer Service, Slow broadband speeds, Could not care less attitude. Over priced.
Reviewer
Lawrence osborne
Location
Walsall
Date
18/09/2018
Ratings
Satisfaction
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Only had it a week or so keeps freezing ,to look for a Chanel you want to watch you have to scan past loads you can not get l wish l had not left my last provider,
Reviewer
Francis
Location
Gateshead
Date
17/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
3 years of my own money with virgin and my family have been using them as our isp for about 7 years prior so you can call me a "loyal customer".
Here are the packages i've been using with virgin for my uni households and family house over the last three years and a little opinion of each
100mbs package-6 household: unreliable even when all of my roommates where out of the property. top speeds were great, too bad they only occurred once in a blue moon.
200mbs package-5 household: Somehow even slower than the previous package even when using a powerline or access point.
50mbs package-3 household (family house) Somehow better than the other 2 at first then just devolved into digital diarrhoea making literally any competitive game unplayable.
Me and my roommate when with virgin again because they've "gave us a deal" but they managed to create an entirely separate account for my upgrade. this meant when it came to actually activating my account I was on the phone for 2 hours being passed around to 5 different people with the last guy being particularly unhelpful about the situation. they said they would put in a support ticket and make a note of this on my bill but nothings happened with this. I'm hoping I can move into my new house on wednesday and just play a game of csgo without having everyone twitch around like a bunch of epileptics on speed going through a wormhole, but I have little hope.
I've been beyond patient with this company and this is the will be the final contract for my student household and my family. eat a blue waffle virgin
Sincerely. Fran x
Reviewer
steve
Location
manchester
Date
17/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If this was reliable then it would be fantastic 200mb BUT ! and it is a massive BUT ! virgin reliability is worse than utter and total incompetence. They do not care about existing and even new customers they can not cope yet still take on new customers and at peak time our service can drop to 20mb and today it reached a new low of under 2mb YES non fibre can be quicker shame on Virgin media get a grip and honour the contracts you enter with customers they are legally binding for you as well
Do I recommend virgin media broadband NOT AT PRESENT TILL THEY CHANGE AND THIS MEANS A LOT OF TOP MANAGEMENT NEED TO BE REPLACED
Reviewer
Peter
Location
ASHTEAD
Date
17/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Frequently the download speed is quite high (but still around half of what is promised). However, the service very frequently has significant lag or short time out, making my authenticated logins for work drop out. As another review wrote on here, I would rather have half the speed and reliability. On some occasions the download speed very slow or none existent. For instance, the whole of this weekend download speeds were between 0 and 8MB/s. More worryingly, while the service was so poor, the Virgin Media site reported that there were no service problems in our area!
I have terminated my contract and gone elsewhere
Reviewer
Vj
Location
London
Date
17/09/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Constant drop connection if you are a gamer or like to stream vids or netflix keep away good speed but unreliable service you will keep getting disconnected go with a more reliable service over speed. When I had issues please see how the handled it(it's terrible). The technical team is not trained to handle calls I had some on walk away from their phones and not tell me they are going to put me on hold, I had someone blatant lie to me about they cannot make outbound calls when the previous guy called me back, I had someone even hang up on me as I was expressing my frustrations which made it worse. I eventually got an engineer to come around a week later to only be told that there is a fault on the line and I have to wait another month to get internet. When I finally called to terminate the service the guy I was speaking kept trying to sell me things instead of trying to get my service up and running faster. Dealing with this issue has been absolutely unbearable.
Reviewer
Sophie
Location
Colchester
Date
16/09/2018
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Had for one year. Never to my knowledge lost connection. Overseas call centres a little harder to plow through as they read from a script but always get there in the end. Haven't tried to leave. Just had a price increase as been with them over 12months. Going to try and ring and get is discounted down for loyalty. Only have broadband so not too expenseive
Reviewer
Bilal
Location
LONDON
Date
16/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I live in area 21, our Internet has been intermittently down for 6 months (yes... SIX MONTHS!). There has been an snr issue for over 6 months that virgin has failed to resolve. They have given fake estimated times of resolution which are never met, month after month we are assured that the Internet will be resolved by a given date. After that date, the Internet still drops. We receive drops outs of over 10 hours (the longest was 16 hours). The customer service is horrendous, they don't even (at minimum) call the people affected to even attempt to explain the matter. It's a whole post code that is affected yet that isn't a priority (the level of priority of P4. P1 is the highest level of priority, up to p6 I believe)
We are not given even compensation for the utter inconvenience of over half a year of intermittent Internet. They just reimburse us for the time the Internet was down. If I go to a shop and buy something, or pay for a service and that service isn't acceptable, at bare minimum you are reimbursed with what you should have gotten, plus atleast store credit, ATLEAST. Virgin, with their horrendous customer service, have said they can only pay back the money for the down time. (to put that into perspective, if you pay 30 pounds a month for Internet, if your Internet is down for 24 hours, so one whole day, regardless of you having to eat I to your minutes calling them, then they put you in a queue and bounce you around for an hour, regardless of you having to use your own Internet, run out, purchase more Internet, regardless of the inconvenience that it caused if your whole family (a family of 5 in the house, all who use Internet) having to spend extra money in this fashion, regardless of deadlines you need to meet, research you need to do, personal things you want to watch online, coursework that needs to be completed, jobs that need to be applied to, YOU GET £1 BACK!! ONE POUND. For all of your troubles, you get a pound back. It's outrageous.
You may question why we are still with virgin, it's because we have been promised time and time again that by a certain date the Internet will be fine and we will receive no issues after that. This has happened 4/5 times. It's disgusting, and virgin have not even reached a hand out in apology.
This is not the only issue. Although it is a major issue, they are also deceivers. Treacherous liars. They called us a few months back saying we needed to change our contract we had with them, threw a bunch of big fancy words at us and said our contract is ending and we need to change our to another, more expensive contract. We're not that dumb. We said we know our contract and we had no specific time frame to keep to. We had the proof to show that, and we didn't pay into a new contract. The next bill of ours went from £40 ish pounds to £50-£60!! So we called them, explained the issue, they apologised and reduced our bill to £10 less than our original bill (to £30). It's outrageous that such an issue would occur.
Moreover, their customer service are so pretentious. I work in IT, I'm a second line engineer, I know my stuff. So when I call, I will speak to the customer service as I would speak to my own colleagues (specifically and precisely, using IT terms the layman may not understand). The customer service team, almost every time I call, as I speak they cut me off, they raise their voice over mine, they don't listen to me and continue talking as if what I'm mentioning makes no difference, at times they would speak rudely once they realise I'm not budging and will say my piece.
We have changed our router roughly 4 times. Virgin insisted the issue we faced (almost 7 months ago) was due to our router. After the 2nd time, we realised that this is a bigger issue than just our router. We mentioned to virgin that there is a bigger issue, to which they replied that they cannot do anything further than changing our router and checking the cables unless others in the area call up that their Internet is also down. One of the technicians came (quite fortunately) at the time of the Internet being down. He sat there confused as to why it was down. He plugged in another router "just in case" and we waited... Still no Internet. He was confused and said he's not sure what the issue is. A few months later they said there was an SNR issue (single noise reduction issue. Which is basically a faulty wire that sends data back up to the router in the back of everything and causes the problems I mentioned). So now that they know the issue, the fix is simple yet tedious. Find the wire if they hired me, ran me through things and gave me the equipment, I'd do it myself! But they can't even find the root cause of the issue, all these months later, nothing.
If a person wants an Internet service provider, don't go to virgin. Their amazing speed that they have means nothing whatsoever if you can't make use of it
P.s... My Internet right now is down
My area reference is 21 and my account number is 666078401
Reviewer
Shum
Location
London
Date
16/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Similar to the other reviews recently submitted, Virgin Media's broadband service has been intermittent. Initially the service was fine and quite decent. However since the spring of 2018 it has been experiencing complete outages. During the entire month of June it was not functional. As per many reviews their customer service is indeed appalling. I have moved to Zen Internet and hope their service is better.
Reviewer
Costumer
Location
High Wycombe
Date
16/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT GET VIRGIN MEDIA! IT'S GARBAGE! I am paying for 200mb/s download speed and I'm getting 30mb/s and one day it was0.9mb/s so I called them and they fixed it for one day only. they lie to you, it works perfectly fine for the first 3 months but then the speed slowly decreases. It's a scam! DO NOT GET VIRGIN MEDIA ANY OTHER BROADBAND WOULD BE BETTER THAN THIS!!
Reviewer
James
Location
Glasgow
Date
15/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Truly awful. Struggling to get a connection as I write this. Engineer was in and out in 5 mins and didn't bother to check the strength of the connection throughout the 1 bed flat. Phoned and spoke to an advisor who said they "couldn't guarentee wifi" but if we paid another £3 per month they would send us a booster out. Farce of a company!
Reviewer
Daniel
Location
London
Date
14/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with virgin for years and just renewed my contract. I phoned back a week later to have a boy with attitude in his voice he handed me over to another woman the reason I phoned wasbecause my tv services were not working correctly. I thought I was in my right to ask for a new box because my one is 3 years old. I got told no. I got told I can buy a new one. I believe why should I buy one from them when I’m finished with virgin they take/ask for them to be sent back anyway and also I just renewed my contract. So I asked to cancel my contract because still in the 14 days free cancellation time. They tried to charge me £170 something for leaving them. I told them no I’m within the free cancellation time. They realised I was right. If I didn’t bring this up would they have charged me? I would have stayed with virgin if only they gave me a new tv box. Shame on them I will use someone else now
Reviewer
lukas
Location
bromley
Date
14/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i would give 0 stars if possible its been almost a year ive been getting rubbish internet on speed test it gives a maximum 20mbps when im paying for 150 and when i call them for a day or 2 they fix it and then it becomes rubbish again right now i just checked and its 5mbps. i guess im stupid for staying with them so i decided to look for new internet provider and when i find one im defently leaving this one.
Reviewer
Ben
Location
Southampton
Date
14/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Been with Virgin Media for several years. Normally decent speed. No issues until recently when line failed suddenly. The customer service I have received has been awful, resulting in me raising a formal complaint which Virgin Media even failed to respond to within the promised timescales.
Reviewer
H
Location
derby
Date
13/09/2018
Ratings
Speed
5.00 stars
Reliability
5.00 stars
Comments:
We have been with Virgin for a few years and they have ripped us off, adding things we didn't use (eg more speed than we ever wanted or needed), then increasing our bill without any choice within a few months! They have charged an arm and a leg for phonecalls, and not told us about better tariffs, even when their marketing guys phoned us and we asked if they could improve things. I am a customer who usually stays loyal to a company but this time I can't wait to change to someone more reputable!
Reviewer
Gokarakonda
Location
NR7 0YH
Date
13/09/2018
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Customer service very poor
Reviewer
Kate
Location
Portsmouth
Date
13/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I ordered (or should I say tried to order) a phone via virgin media. It was for the Samsung galaxy s9+ and a 3 year contract. They cancelled my order without telling me and without giving me a valid explanation as to why they cancelled. I have phoned up more times than I can say, being passed around from pillar to post and not one of their workers has been able to help me. I was told I would be contacted but no I have not been contacted. So keep your damn phone. I will take my business elsewhere. Your customer service is abysmal beyond belief. Please also get people that speak better English on your phone lines.
Reviewer
Anto
Location
Cheltenham
Date
13/09/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
I am 'lucky' enough to have only one other household on my branch so my mbs download speed is fantastic. However: I often online game and regularly have timeouts which cause the game to lag briefly. This is often not noticable for most apps but utterly ruins online gaming. I would rather have a slower but consistent connection.
Their customer Service is appalling. The call centre staff have very little knowledge of the services being provided or the hardware. One guy kept repeating steps i should take to improve my wireless connection even though I kept reminding him I wasn't using wireless but ethernet cable! They are hopeless, and follow a script that seems to be designed to deflect any blame from their service and apportion it to your hardware.
Their broadband speeds are fast but not solid. If you are an online gamer, avoid
Reviewer
Renee
Location
Highbury
Date
13/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
If I could select zero I would. I am a new customer in London and I have honestly never experienced such poor customer service (and I have loved in several developing countries where internet is much harder to come by!). The unprofessional behaviour included outright lying— saying, twice, that they were coming within 15 minutes but never turning up, then the customer service people calling us to ask if anyone came but later claiming the reason the Technicians didn’t come because we gave them the wrong phone number! How is that even possible! And what company blamed their mistake on the customer?). I missed a day or work and spent hours on the phone and all I got was “we are very sorry but we can’t come to you for another week”. Very frustrating. I am looking for a new provider before even starting.
Reviewer
jo
Location
Oldbury Birmingham
Date
12/09/2018
Comments:
very very bad company , i have 200 MBPS , and its giving me 0.62 MBPS on speed test, its been like that for 3 F***** weeks , and what ..
when u call for service they'll tell you that we know the issue , so try to fix it you stupid dinguses , very disappointed and looking forward to change service
Reviewer
Nicky
Location
Date
12/09/2018
Ratings
Satisfaction
2.00 stars
Comments:
Rubbish!
I switched from sky to virgin media and its absolute rubbish, its not a very stable network wifi is always off and on and not that long ago we were with no wifi for 3 days! not worth the money!
Reviewer
James
Location
gt,harwood
Date
12/09/2018
Comments:
Had date arranged to leave next month after many years as the cost was too high and £32 OFFER on phone/broadband was only for new customers ,so I SENT E MAIL TO CEO and was pleasantly surprised to get a phone call from virgin offering loyalty discount at £32per month for 18 months. might be worth an email for others in the same boat ,I was polite pointed out how long I had been with them,and that friends and family were of a similar opinion and were also looking to find another supplier ,good luck
Reviewer
Kent
Location
Leicester
Date
11/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Worst provider I have ever used. Customer service is appalling. Started by Virgin Media contractors visiting the property we had not moved into to lay the cable without our knowledge or consent, after we agreed to starting the contract with them after are move in date, putting our house purchase in jepeordy. Tried to make a compliant and was put through to various different departments and repeated my story to multiple personnel, non of whom understood what the issue was, which I think is a deliberate ploy to deflect the issue and make you exhausted and give up. When we moved in we were promised that we would keep our previous phone number being given a temporary number, and then are original number from are previous provider, this was fine for approximately two weeks. This number was then taken away and changed with no notification from Vigin and we were allocated a new number, finding out by trying to phone home and the line being dead.. Phoning customer services again and after several phone calls and being on hold for several hours, I eventually after repeating my story on x5 occasion to different people, was told I would have to keep the newly allocated number with no apology, and they blamed the previous provider..I now a few weeks on from this cannot access my billing information online and am dreading contacting the customer services again as I know they will not resolve the issue. Please please avoid Vigin Media, they will promise the world from their UK based sales team. But trying to get any support or any degree of reasonable or honest customer service from this company is impossible.
Reviewer
jp
Location
Essex
Date
11/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company ever.
Equipment is not delivered, finally get it two weeks later and it doesn't work.
they recommend online chat, doesn't work.
Need to reset the internet every day as it is rubbish.
Just phoned to sort fault out, after 15 minutes and being on hold, the Indian guy said I will transfer you to technical support, I ask who he is, billing. Oh my god, I can't describe how unbelievably useless, incompetent and rubbish they are.
Reviewer
Tan
Location
Gloucester
Date
11/09/2018
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Comments:
Broadband slow and flakey, dipping out frequently. Customer service even worse than the broadband itself. Can't get hold of anyone. Online chat usually unavailable, phone takes hours to get through and then you get cut off. Poorest service I have ever experienced. Cancellation is in the post.
Reviewer
Filip
Location
London Harrow
Date
10/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
complete rubbish can't say a nice word right now 5 days already out of internet
Reviewer
Fatima
Location
Ealing, London
Date
10/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor customer service from day one and now have been on hold for 20 minutes to cancel this sad service!
Reviewer
San
Location
Harrow
Date
10/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
My internet has been down for 7 days, my neighbors also has virgin, and thier internet is working, but Virgin refuses to come out to check my internet connection because apperantly there is also a faulty in the area.
Reviewer
Jose
Location
Bristol
Date
09/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Be aware of the last Virgin Media extortion scam when moving provider!
I'm a Virgin costumer for some years , but as the prices keep rising and rising , I had to look for another provider. I choose a new provider last week. My package with Virgin is the "Player Bundle " with a cost of £45 monthly . NO EXIT FEES !
Yesterday, I received from Virgin Media , this email upgrading my package.
I immediately call the costumer service to cancel my services. After waiting 15mn and another 15 of silly verification they told me that I couldn't cancel ! I'd to call again after the 18th of Septembre date when my services will be moved to the other provider!
Today I called the costumer service again, and manage to cancel my Virgin account after the 9th of October, BUT, I've to pay for the unrequested service upgrade ( 68.38£ on the 17th of September) plus the £45 of the actual service ! As you can see on the email transcription .
This is absolutely unacceptable ! I hope there's someone o can help me to avoid this extortion scam ,
Hi Jose,
Thanks for making those changes to your Virgin Media package. You won't need to sign a new contract.
Quick recap of what you now enjoy:
Your new package now includes:
Mix TV
We've removed:
Player TV (M) - Telephone Line Rental - Talk Weekends - Premium Rate Barring - Free Voicemail
Here's how your changes take effect:
Service changes were made to your account on 26th September 2018
These changes will take effect* from 26th September 2018
Your next bill will be £45.00✝ and will be created as normal on 17th September 2018
The following bill will be £68.38✝ and include all credits and adjustments based on when the changes took effect, this is due 17th October 2018
Your new monthly bundle cost thereafter is: £54.11✝.
We've attached a receipt will full details of your new package, plus all the details of costs. If you have any questions about your bill, please visit My Virgin Media.
Kind regards,
The Virgin Media team
* A 30 day notice period is required. You will notice the service change after this period.
✝ Just to let you know, this cost doesn't include any call or Pay per view costs. It doesn't include any outstanding balance, payment handling or paper bill fees either. Just your monthly bundle cost.
Reviewer
Lukasz
Location
Peterborough
Date
07/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Werry bad conection ,speed Max 3 mbs .Not more Virgin Media
Reviewer
John
Location
London
Date
07/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Unreliable, the service drops every few hours for 5-10 minutes while the modem resets. The help desk (when you can get through to them ) just fob you off with nonsense and when you escallate to management they just do the same. When the engineers turn up, they know the virgin network is unstable and are powerless to fix it. This company clearly isn't interested in customer service and just want to take your money for nothing. The worst customer service from any company I have ever experienced.
Reviewer
Christopher
Location
Wolverhampton
Date
07/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Internet is constantly terrible keeps dropping out. I pay for 200mb and can barley watch Netflix most of the time I end up using my phone's internet. Tested today a few times and ranged between 0.03- 10mb pathetic considering I pay for 20times the fastest speed it's delivering. I spoke to the useless tech team what a waste of time ( unplug everything reset the router check the connections I've done all this several times) then a service engineer comes round bungles his way through the the same as I've already done then tells me he will drop me off a new router as doesn't have one in the van. Never returned contact virgin media again explain this nothing done . Contact again "you'll have to speak to the tech team" and the cycle continues. I pay for a service and get nothing will not be renewing my contract. It looks like I'm not alone as pretty much everyone I speak to says their virgin internet is the same.
Reviewer
P
Location
London
Date
07/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
AVOID AVOID AVOID!!!
Awful customer service. Impossible to cancel even when out of contract.
Reviewer
Sam littler
Location
Wilsden
Date
07/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up with them the salesman promised virgin would pay the cancellation fee from talk talk just phone them he said tried calling premium line no answer called salesman he just hung up can't even get in touch with virgin to cancel total con rip off merchants customer service non existent worst company I have ever dealt with AVOID like the plague
Reviewer
John Watkins
Location
Gloucester, England, UK
Date
06/09/2018
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I pay top whack for 100mbs as advertised and 'promised by VIRGIN MEDIA. I do not get even 30% of the 100 mbs, and have not received anywhere near100mbs since the contract began. I sometimes have a blackout with broadband. If I phone 150 I am responded with automated service. I am told to put the phone down and wait a few minutes and try my broadband again. If there is no change, then to phone again.....Remarkably I am then back online, BUT my speed has remained as slow as ever 30% of my 100mbs paid for. This has become a regular occurrence. I know the best thing to do is change service provider, as VIRGIN MEDIA has gone down hill ( to the bottom of the pit ) It will not be long that I will change providers if the treat their long standing customers like this. I shall give them a little more time to pull up their socks, and then they will see the result of their inactions
Reviewer
Alan
Location
Londonderry
Date
06/09/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
The only thing am going to say is, I will not be renewing my contract when it's up. Stick with sky and BT.
Reviewer
Josh
Location
London
Date
06/09/2018
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
It's fine when it works, with good speed, but reliability is awful. It goes down for hours at least once a month - and as I work from home that's incredibly disruptive. Will not renew.
Reviewer
Kayla
Location
Hebburn
Date
06/09/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Very rude customer service and ridiculously unreliable to get through to. They make it almost impossible to cancel a contract too. In this area, Virgin goes on and off all the time. **** broadband yet the only thing we could have in our house!
Reviewer
Richard
Location
Essex
Date
05/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Virgin is the worst company I’ve ever come in to contact with they should be wearing masks the way they rip people off is atrocious my broadband hasn’t worked properly for the last 5 months we got it installed 5 months ago nothings been done to fix it or resolve the problem all you get from the customer service team is we’re sorry we’re sorry but no action is ever made to resolve the issue avoid this company like the plague all they will do is rob you of your money and totally disregard any wrong doing on their behalf can’t stress enough how bad this company is
Reviewer
Julian
Location
Hampton
Date
05/09/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
The basic product is fine - good even. So this maybe should rate three stars.
But the customer service and ability to communicate with Virgin Media is atrocious. They hide behind the web site and help lines where you can wait 20-30 minutes, promised call backs do not happen, email receipts to electronic communications are received but then no follow up.
The premise seems to be if they make it SO difficult for you to complain you will go away. Sorry, that is not the way an ethical company should operate.
Reviewer
Y Ahmed
Location
Date
04/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Two hours wasted on Virgin Media customer service line and I do this regularly on monthly basis becuase of silly billing issue that they still aren’t fixing after all of these hours on the phone. Add to this the careless attitude of their customer service representatives. This is how fun it is to be with Virgin Media!
Reviewer
Valia
Location
London
Date
03/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
COULD NOT BE MORE HORRIBLE IF THEY WERE ACTIVELY TRYING WITH ALL THEIR POWER!
I do not know where to start:
- I waited (literally- I have screenshots for anyone interested) 2hr to get any customer service
- The internet was super slow
- The internet did not have sufficient range requiring a Wifi booster we had to pay for in a 2bdr, 1bath apartment! (btw even after the wifi booster the internet has still terrible speed and connectivity)
- The most incompetent people and customer service- never could you get anything fixed or done
STAY AWAY!!!!
Reviewer
James
Location
Flitwick
Date
03/09/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Great when it works. Reliability is a problem though. Creeping price rises for the unwary
Reviewer
Ioannis
Location
WALLSEND
Date
03/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
The worse customer service and not o my. Frauds and liers! Not to be trusted in any case! totally irresponsible!
I used them the first time in my old address having a very good offer that I really didn't want to lose. I moved temporarily in new address and not to lose this offer till I get my permanent house I kept paying them the bill. One day I got a call from them that the new tenant of my old address would like to have virgin and for that I would have to cancel my contract.And of course it was up to me. However they assured me that the same contract could be moved to my new address nevertheless. 3 months later I called them to ask the activation to my new address only to find out that I had to do that within 30 days and that now I had to pay 35 a month from 18 for the same services!!!! No matter how much I was trying to get this right they simple didn't care.
A while ago, almost two years from that incident my wife decided to go back to virgin due it was the only fibre in our area. She settled up an account on my name at August 26th through webchat. At the 28th we got our equipment but the sockets didn't much the previous provider.
I had a 5 hours and 11 minutes communication with virgin, spoke to 13 different people!!!!!! including managers (6 from customer service, 1 from sales and 6 from technicians) only to find out that they couldn't find my account. And in fact the last One, a tech manager (after 5 hours on the phone!!!!!!) told me that sometimes it takes 48 hours for the account to be activated and he promised me that he will call me when it does, latest the 30th.
Today September 3rd, and of course nobody called me. I went to a virgin store where they still cannot find me, although i got a letter that my direct debit has been setted up!!!
From the store they gave another number to call, which I did, and when finally spoke to them after another 20+ minutes of waiting, they transferred me to another department which after 20 more minutes of waiting they just hung up on me!
These Virgin guys are amazingly big liers and all they care is how to grab your money, even for services they won't provide, which basically is stealing!!!!!!!
Of course not even a word for refund or any form of compensation so far...
AVOID VIRGIN IN ANY COST!
Reviewer
Zino
Location
London
Date
02/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Attention Avoid Virgin
Very bad experience from day one joining Virgin
My first installation don't go ahead due to bad cable installation on the phone for hours then New contract My second installation don't go ahead coz cable non bean instilled inginer left no curtesy call from Virgin bean 3 weeks since my first installation date then I wrote to them with complain letter no answer at all then after my second installation date Virgin mail me 3 contract to sign to I phoned then to cancel my activation coz I loose trust in Virgin they will come and connect my services with a third installation.
Very Very bad experience bad costumer service can't get nothing right after I cancel my installation date I riceve call from Virgin where I did write my complain was so confident for them call me as soon as I cancel my installation saying sorry you left us we can offer you nothing but only 20 £ after all mess they did rubbish
Reviewer
daniela petrea
Location
london
Date
02/09/2018
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
I have contract for more then 7 mounths , VIVID 350 fibre broadband ,but always have around 100Mb.When the contract expire i will move to another provider.I`m verry disapointed.
Reviewer
Jason
Location
Bristol
Date
02/09/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Terrible customer service. Spending hours on the phone with no real outcome.
Same with virgin mobile.
Only plus point with them is decent speed for Wifi.
Reviewer
Anonymous
Location
Gloucester
Date
01/09/2018
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Comments:
Atrocious service. Broadband can be fast, but falls far short of the promises they make. Their internet speed test is flawed (all other clearly show their service is poor whereas theirs miraculously is fine). Internet is unreliable, at times cuts out. When internet does cut out, customer service is unreliable.
Reviewer
Chris pegram
Location
London
Date
01/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Still have an 'open' account entry but haven't been with them since 2012. Tried contacting them but unbearable call queues.
Reviewer
patrick
Location
North East
Date
01/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
As a loyal customer from 2007 i made the mistake of asking to have my media package to be reduced given i no longer required their XL tv package and my telephone line cancelled ( i have two virgin mobiles) . the total cost of my package is 74.50 with internet broadband and an extra tv box for another room 7.50 . After repeated failed attempts to contact Virgin by phone, I opted to use the live chat where i was offered a reduced package of 60.50 , basic tv , no landline , extra box and broadband . Sorry Virgin , but no thanks, when i can get a new contract else where for 18 months at half that price which meets all my requirements , and if i decide to stay after the contract ends, it is still well lower than the one Virgin offers . The part that really made my mind up, i could not get through to their, i wont to leave department , and went through virgin mobile who connected me , serious folks, Loyalty means nothing to these people ! and an awful time consuming experience with their customer service ......
Reviewer
Propheyess
Location
West midlands
Date
31/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
I was happy customer for about 5 months, until I needed to change address. Before that internet was fine, very fast, but quite often there were moments of crash. Week or two before moving home I contacted with them, and gave all details, unfortunately there was no cable and socket at the property, so engineer needed to come. They supposed to connect me at 25th July, but day before that date I've got information that there's some problem with cable on the street, which need to be exchanged and we need to wait 2 weeks. Ok, we understood, waited until 8th August. Day before that date I got a call, they can't do this, but they will connect us at 18th. I was angry, but what could I do? Later again day before installation I got a call that they found some blockade that they need to deal with, and they'll connect us at 31st.. Got really angry, after few harsh words I heard that they put us on priority list, when asked about discount we heard, that they can't do anything, but we will be connected soon. To make sure that we're finally going to have Internet I asked TalkTalk to connect us as well. Two days before virgin supposed to connect us.. Guess what, I got a call! Again saying that they can't do this on time, and we need to wait until 12th September! That was really bad joke. I said thank you, I want to cancel my appointment and finish agreement. Then the man tried to keep me and told me I may get some discount on broadband.. They are really funny.. Next day engineer from talktalk came and in two hours get us Internet. The people in customer services are terrible, always some Indian or Pakistani speaking in way that I need to ask them several times to repeat and barely understand anyway.. Also I know that virgin every half year like to rise prices, because that's how they treat my mother. She's also going to leave them. Maybe when people go away they will do something with this. I'm very disappointed customer.
Reviewer
Candice
Location
Stafford
Date
31/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Spend 98% of my time trying to get online. Despite paying 50 pounds just for broadband don’t use landline and don’t have tv. I would try to get another service provider but need internet access which isn’t going to happen with these cowboys stay in hawiaii rich b you prob have a star service.
Reviewer
Maria
Location
Ealing
Date
31/08/2018
Comments:
Trying get to Virgin on behalf of my elderly mum. Waited 50 mins on phone only to be transferred another dept. Been waiting further 3p mins so far. This co is not fit for purpose. Everyone I know who has been with Virgin all report same bad experience with customer service.
Reviewer
R
Location
London
Date
31/08/2018
Comments:
I have had to call virgin media upteen times over the past few weeks to change an address. They have continued to use an incorrect address sending all my mail there and services such as hubs and technicians. Every time I have been on the line holding for over 1.5 hours quite often 2 hours - this is no exageration. I have been holding for approximately 12 - 15 hours in total and the problem of changing the address is still not solved. Again no exaggeration. Every time Im told the address has been changed - until a technician doesnt turn up or something similar. Its a complete and utter joke. The teams dont liaise with each other and send you around in circles and if they dont want to liaise with you they just hang up. They promise to call back but dont. And the same basic thing has to be explained again and again....holding as I write this so far 49minutes - I have spoken to 2 people 1 from cancellations and one from removals all I want is an email I was promised 3 days ago to give me my new account details. (ps I am meant to be at work!). If you dont use virgin media already - use a smaller company that might be able to offer better customer care.
Reviewer
Vitali
Location
Nuneaton
Date
31/08/2018
Ratings
Customer Service
2.00 stars
Speed
2.00 stars
Comments:
Terrible service all around. I switch from Talk Talk to Virgin and its jut nightmare. So much things went wrong. I could not connect my smart home devices, wifi printer. They want me to pay extra to make my wifi printer to work with Virgin wifi )) Then I had problem when I reboot router all my device will lose connection and I need to type manually password on ALL my wifi devises in order to get connected. Every week we a had bad connection problem and we need to call then, then call again. Its jut not worth time you are westing on broadband! I dont have time for these calls and fixing problem! I want it working!
Reviewer
Mark
Location
Bristol
Date
31/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Very disappointed with Virgin's level of service. We placed an order for Virgin broadband with an activation date of 2 weeks away. This was already a long time without internet from moving into the property, but this is standard so wasn't a problem. I then had to find out for myself, by calling for an update, that the order hadn't gone ahead because the previous tenants hadn't cancelled their account. Firstly I don't see how this is our problem, but secondly, no one bothered to contact us to tell us there was an issue. After twice being promised a call back (which never happened), and after them saying they would see what they could do to meet our original activation date, they merely placed a new order with an activation date a FURTHER 2 weeks away and essentially denied the original order even existed. I told them how unhappy I was with having to wait 1 month for our internet to be activated but they refused to do anything to help.
Very frustrated and disappointed.
Reviewer
mjezza
Location
Pinner
Date
31/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin arrived 2 weeks ago and installed broadband and TV.
The engineer assured me that their ‘burial’ team would arrive the same day to tidy the cables and conduit which had been left on the surface obstructing our pathway.
Download speeds were around 24MBs, a far cry from the 200MBs i signed up for! After several calls later a supervisor arrived and advised that wrong cable had been installed and promised remedial action. 2 days later i lost all broadband and TV and was advised the cable from home was broken and needed replacing. Despite chasing, i have been without internet or TV for over a week. i even contacted Virgin’s CEO Tom Mockridge but his assistant advised he cannot deal with my complaint personally
Absolutely appalling service - nobody at Virgin seems to give a damn
Do not be taken in by the promise of high speed downloads—-You’ll be sorry!
Reviewer
Nathan
Location
Blackburn
Date
30/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Customer service is a joke. I called to cancel and i was transfered to 5 different people over an period of an hour and a half. Taken through security every single time, the 3rd person didnt even tell me i was being transferred and the 4th said i wouldnt be transferred and he was sorting it. 20 minutes later, the 5th person answered asking how he could help me. Now ive been forced to just cancel the direct debit with my bank, which is almost as simple as the customer service team.
Reviewer
Amir
Location
Cambridge
Date
30/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The broadband speed is good but the customer service and organisation structure is rubbish, there is no way that you can speak to someone to solve your problem and there is normally a long queue for your call to be answered. They have the online chat feature on the website for fun as it is never available! I had this problem with them before when i did a three months trial and moved to Sky but had to come back to them as their broadband speed was too good for the price they were offering and now i do really regret it!
On top of that, looks like the customer service is a one man team based in india that need to put me on hold to find out that "they work until 10:30 UK time!".
Reviewer
Phillip thomas
Location
Port Talbot
Date
30/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
They put their prices up all the time we’ve been i with them for years they get you trapped in a contract then up their prices I can’t get to speak to any body go to sky
Reviewer
Jp
Location
Bracknell , Berkshire
Date
29/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
We moved onto a new estate 5 years ago and Virgin offered high speed broadband and could install faster than the provider we were with. For the first 3 years service was good never had any real issues however the last 2 years we had to reboot the internet nearly every morning and couldn’t connect our divices at certain times. In July of this year, they cut us off for 5 days and we were fobbed off with scripted replies, but Virgin gave us a whole 7.50 for the inconvenience, what a joke! And again this month August, we have been without service for a week and still no end insight. The customer service is appalling. Phone them - might get an answer in 30 minutes or they cut you off. Webchat? Nope doesn’t work, oh and no email address you can use- welcome back to the postal service if you want to log a complaint . If you thinking of going with Virgin, don’t they don’t actually care about their customers. Have never had such bad service. We had BT years ago and left them due to charging us for fixing a fault on their line, but at least their service worked ! Have left Virgin media and gone for Sky instead ( our previous supplier) never had issues with them only swapped out as I needed a broadband ASAP as I work from home
Reviewer
Steph
Location
Glasgow
Date
29/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I find your service disgusting, I wanted to become a virgin media customer I applied and my order went though and they gave me a date for this to be fitted I waited in all day for a no show, I then contacted virgin media for them to tell me I had to pay an upfront cost even tho it’s stated FREE then to be told that it was due to my credit check I wasn’t aware of this happening and wasn’t notified so I waited in for nothing, I then exsplained this to one of the oparaters! It’s fauls advertising it should state FREE upfront cost prior to credit check, I then exsplined id go somewhere else and she tried to push other deals on me, that was the deal I wanted and wasn’t aware of the credit check and wasn’t aware id have to pay an up front cost, yous didn’t keep me updated on my order really not happy I think you should state things more clearly and keep your customers up to date in future!
Reviewer
Glenn Arnold
Location
Rugeley
Date
29/08/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Customer 'service' - I've never known such a level of incompetence in my life. I'm STILL trying to get myself registered as the primary account holder a fortnight after I took over my son's connection when he moved out. After jumping through numerous hoops on the phone to actually talk to somebody, I ended up talking to a human automaton at a call centre god-knows-where. I couldn't understand a word they were saying, and vice-versa, and eventually all they succeeded in doing was changing my contact email address. After complaining to Virgin Media on Twitter, they suggested I contact the online chat help team. And guess what? The 'online chat team are unavailable, please try again later'. And have been sodding 'unavailable' since Monday (it's now Wednesday!) So I got onto VM via Twitter again, and they've given me the call centre number again! I've replied in no uncertain terms that I will NOT be signing and sending back the contract in the post until this disgrace is sorted. And I've given them until Monday to do so, or it's goodbye from me.
Just as a matter of interest, I wonder if they actually read any of these reviews? If they do, they probably don't really care as long as the money continues to roll in.
Reviewer
Adnan
Location
Blackpool
Date
29/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Worst internet ever and customer service is one of the worst there are rud and helpless.clueless and worst of all is the way the go on and on with the security details. Jokers
Reviewer
Nina
Location
Kent
Date
28/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
To anyone considering going with Virgin Media for their landline and broadband - PLEASE AVOID AT ALL COST! Their services are shockingly bad and every time you try to get hold of them they just brush you aside and give you some random excuses that doesn’t resolve the issue long term. They increase your bill on the sly and after attempting to call them 5 times and being on hold for 20+ mins, they cut you off! I’ve tried to message them on web chat and on social media and rather than telling you straight off that you can only cancel by phone, they pretend to listen to your query and after 30 minutes of wasted time they tell you that this is something they can’t help you with! So over 3 hours in total of trying to get your account cancelled but you get nowhere! I’m having to write a complaint letter to them and ofCom and even then I think I’m going to get a brush off from them. This is on top of my internet gradually getting slower and slower every month until you have to rely on your 4G to get by. Their broadband speed is very unreliable - sometimes you feel like you’re getting great speed but it this isn’t very often. SAVE YOUR MONEY AND GO ELSEWHERE!
Reviewer
Jane
Location
Newark
Date
28/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
absolutely fuming, sold us a broadband and tv package (have contract in writing), after broadband was installed (poor signal and generally unreliable) waited in several times for engineer to install tv box, then told we did not have this package, very poor performance/signal/customer service, told us multiple lies from the outset. Avoid these cowboys at all costs!!
Reviewer
Sean Raffey
Location
Southampton
Date
28/08/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Had virgin broadband installed 2 years ago, very quick, very straightforward, but then it should be as the virgin coax was already in the flat! Service is largely as advertised, no issues, no problems, however, price has now crept up way too high, phoned up to cancel as it appears no other options are available, gave up after half hour on line, spoke to one person who put me through to the endless squeaky music. Have gone on line and requested a router return package, and I guess I will have to try the Virgin Media shop in Southampton, really need them to accept my notice that I no longer need their services. Quite why they think it is a good idea to make cancelling a service almost impossible is beyond me, idiot customer relations, you will never keep customers if you treat them badly and overcharge..... Up to today, I had no serious gripe with Virgin, but now, they mail me to tell me they are increasing my monthly cost, but that's it, brick wall.... could never recommend a company that treats customers with so much indifference.
Reviewer
Lydiana
Location
London
Date
28/08/2018
Comments:
Hi Virgin, I am very disappointed in your customer service team. As the chat helpline has been down for the past week, I have had to wait to speak to someone for over 20 minutes each time. - having had to call three times. Lastly, the last person I spoke to, Sunny knows little of customer service. He did not hear my request, repeated the same things and interrupted me as I spoke to him. He also refused to let me speak to a supervisor. I told him I no longer had time to speak to him, and asked if I could receive a phone call back at a later time to finish with my request and he said no. Like always, your company is quick to respond to a sales request but terrible after sign up.
Reviewer
Graham
Location
Leeds
Date
26/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible. Expensive.intermittent abd slow broadband connection for years and now no connection at all for 2 weeks. Failure to maintain or test the local cable network. impossible to talk to anyone even if you file a complaint.
Reviewer
Martina
Location
Thamesmead. SE London
Date
25/08/2018
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Broadband is medium speed, especially wifi at home is often very slow. Additionally, chose BT sport initially as i wanted to watch premium league, as it did not show all matches Virgin media customer service advised to get the more expensive pack Sky sport as they show all premium league matches. Today when 4 matches were playing NOTHING, not even 1 match was shown on the any sky channel. Complaint about misinformation given by agent and cancelled package immediately.
deceiving information given about packages.
Reviewer
Rick
Location
Surrey
Date
25/08/2018
Comments:
Recently upgraded to v6 box. Had loads of issues with it that eventually got resolved. Broadband keeps dying. Not the router but the feed from the street. Numerous engineers come to fix it. Works for a whole then dies again have to wait another week for them to come and fix it. Never ever gives full speed or anywhere near it.
Phone line hasn’t worked for 9 months.
Customer support is a joke. Absolute waste of time. And the only way I can contact them is from my mobile as the phone does not work.
Virgin. Great products, useless service. Invest more money in people and less on technology. Virgin on the ridiculous. Have cancelled my account. Hope I get better results from sky.
Reviewer
Tenzin
Location
London
Date
25/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
The broadband and the tv hasn't been working for over 5 days now and there has been no help from the customer service apart from falsely guaranteeing that the problem will be fixed by x date.
When you call them, sometimes it is connected to India and sometimes to somewhere in UK and no one is willing to take responsibility for what the other have said. There is no form of accountability and the response time is appalling. Now I need to wait further 4 days for the technician to come and solve my problem.
Having to wait over a week just to get the services (TV and internet) that I have paid for in this day and era is shocking!
When you ask to terminate the services- I am told that I will be charged for the remaining months of my contract which I feel in this situation is wholly idotic so it's through their own fault that I am having to take this action. The only grounds of termination I am permitted is, as I was told when I called them, if I had 3 faults within a month (there is no limit to the length of the fault- it could be from few hours or couple of days). So that fact that services hasnt worked for over a week this month should have been suitable grounds for termination but it wasn't to be.
Would not recommend.
Reviewer
Marcin
Location
Edinburgh
Date
24/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I will only say this. You can NOT trust them. They will say one thing and then do another and If you dispute that they will lay to you! Really disappointed with that company and will not recommend it to my worst enemy. Guys on the phone tells you what you want to hear but they don't do what they promised you over the phone, then when you call them and ask to listen to the conversation with agent that you had on previous occasion they say they can't so why they are warning you that the conversations are being recorded if they cannot access them. Misseling products all the time and raising the prices during you contract. Seriously if you can avoid them. They are better and cheaper internet/tv providers that them.
Reviewer
Sylvester
Location
Houghton Regis
Date
24/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I pay for 200 mbps but I only get 35-50 mbps. Reported many times. Two days ago spent 2 hours on the phone. It was disaster, 3 different "technicians" tested the problem, unsuccessfully. Tech support are guys with problems to understand basic windows settings and totally useless when talking about network structure. Only advice was connect-disconnect and reset router. Virgin Media offers 350 mbps in my area but they are not able provide 50 mbps.
Reviewer
Irene Malcolm
Location
Edinburgh
Date
24/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The problem is with the old router and high cost after end of initial deal. Do not recommend.
Reviewer
Carina
Location
Berkshire
Date
24/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
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.
Reviewer
Aaminah
Location
West Yorkshire
Date
23/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Forever having issues after issues after issues with virgin media. We have random days where the WiFi doesn’t work at all and during the night it barely ever works. Inconvenience after inconvenience to the extent I have to go use WiFi at others some days.
When it is working, it works completely fine but the inconveniences that come with it, it’s not worth it at alll
Customer service takes very long to get through.
I would highly not recommend getting virgin installed.
Reviewer
Josh C.
Location
UK
Date
23/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The absolute WORST broadband , I pay for 350 mbps but I only get 70 mbps with pings that shoot up to 300MS They sent 4 "technicians" over a period of 3 month because I was constantly calling to get some help NOTHING was solved and the customer service is absolute trash they barely understand english and all they do is say "The only thing I can do is send a tech" the tech arrives at your house which let's be honest they seem like drug addicts that haven't showered but wear a "virgin media" jacket they will ask what's the problem and eventually come to the conclusion that they can't do anything and their boss will call you except.... NO ONE EVER CALLS. AVOID AT ALL COST.
Reviewer
Steve
Location
Date
23/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
The speed was alright, but it constantly stopped working, as in the internet would always cut off. I had BT for a year and it was faster and was very reliable, I will be switching back soon enough.
Reviewer
Glenn
Location
London
Date
22/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
There's a broadband failure or outage once every month, so each month you lose an entire day... nuts. And it takes ages to get any of the customer care agents on the phone to find out what are the issues.
Reviewer
Jen
Location
Date
22/08/2018
Ratings
Satisfaction
2.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Received a router and within a week of setting it up the Wi-Fi had stopped working. I called up and it took 3 and a half weeks for any process to be made with each phone call going over a hour. Being transferred between departments countless times. I suggested they send me a new router due to a Mac number complication and they said they would.... and never did so I called back had to go through the problems all again, swear they just don't make notes on the account or somthing and finally they agreed to send me a new router.
Now I have the new router it works lovely. But all the hassel and stress could have been avoided if only they actually listened to me when I first called.
Wi-Fi quality itself it great but the customer service was terrible and I will not be going with virgin media again.
Reviewer
Erol
Location
Kent
Date
22/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
when it is working broadband is fine, but it is not reliable, I use it for home business, telephoning to customer services is extremely bad, minimum waiting time is 30 minutes,and they can log you out easily , last five months i have been phoning and asking for a VAT bill, they said all sorts of, you have to ask the government to provide you a Vat receipt,,,I believe it is wasted time and energy. Phone system is not reliable at all. simple things are extremely difficult with this company. I shall leave them and never come back again. Some operators can be very rude too.
Reviewer
Dawn
Location
Newcastle upon tyne
Date
22/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media have gone right down hill. Pay extra for V6 box but the minute you lose internet connection you lose your tv channels. On demand service is atrocious with 7 day catchup instead of 28 days and customer service is ridiculous. Nobody speaks English. Broadband speed used to be okay but for the past year it has been rediculous. IV complained so many times to customer service about these things and they are not helpful at all. We don't get compensated for loss of connection. You would think the V6 box would be more updated for the price we pay. Daylight robbery this is. I'm starting to really despise them
Reviewer
Chapman
Location
Romford
Date
22/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service, absent costuomer service. when you call them plan to be on the phone for hours being passed on from one person to another; when you book a technician be prepared to take time off work numerous times and no one will turn up or notify you that they will not turn up. If you ask them to lay cables outside be prepared to not be asked where it will go as it will be laid where they like to lay thm hanging on thin wires, unsafe especially for children and elderly perfect for trip hazards, nailed to your house, and a massive roll of cable. Of course for this they turn up with no warning... So we have been for years with no working phone line, for weeks without internet, then we are told that we cannot disconnect unless we give 30 days notice, but just to find out that we already are disconnected on the same phone call. NO I would not recomend having to deal with Vigin media
Reviewer
Sue
Location
Manchester
Date
21/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Broadband is good until they keep adding £3 to your monthly bill every few months. When you want to contact them you want to leave they don't answer the phone and automatically cut you off after 20 mins. I called at 8:48pm plenty of time before their service ends at 10pm. I was cut off after being on hold for 20 mins THREE times,overall on hold for an hour and not getting to speak to anyone. It's funny how easy they answer calls for new customers but a different story for existing customers. Very poor quality of service.
Reviewer
Martin Wright
Location
preston
Date
21/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Been with virgin for a few years, ive been meaning to change for a while as my kids are complaining about internet connection. However recently they lost some channels, that u can get on free veiw, i stuck with them, thought they would make it up some how, they have! they have increased the prices for their poor service! At this point things could have been sorted out, maybe with a discount or refund...not after waiting 38 mins for them to answer the phone, then for them to hang up when i went to look for a bill...5 mins tops! Lets have a company that does a fixed price, good customer service and doesnt take its customers for granted...im going, dont get it they take your good money with no effort in return....Regards Martin
Reviewer
Pat
Location
London
Date
21/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish.
Everything in my place running on virgin has a problem. When I took my phone to repair to another venue the wifi connected immediately (at home I could not connect or load it at all) and it started working. There eas np probem with my phone.
We have contacted them regarding the tv as well and have been told that the tv has a problem. Just fed up!!
Reviewer
A P
Location
London
Date
21/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you are unlucky enough to only have Virgin Media servicing you area you then you have my sympathy. I've been stuck with them for 16 years and frankly its been awful. The companies only incentive is making money. They do not care about service, which is intermittent, they just refund £1 per day that it goes wrong. The poorly trained customer services in India are rude and you will wait 40 minutes to be told by a robot what you already know. I can't wait to be in an area with an alternative broadband supplier. Woeful! Makes me annoyed to see their logo and even thinking different about Usain Bolt now!
Reviewer
Alexander
Location
Reading
Date
21/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Requested a move from one property to another. In my understanding, the switch should happen "flat" - broadband should be disconnected on the date of move in old place and conneted in new. But they disconnected all services in the old place 24 hrs before moving date. When I called, they said - I requested this. What?????!!! They said that it is not possible to add one more day - "it will take 72 hrs to enable services again". Outstanding rubbish. Beware.
Reviewer
Anas Omran
Location
60c central roar
Date
20/08/2018
Ratings
Satisfaction
1.00 stars
Comments:
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,
Reviewer
Leysa
Location
Maidenhead
Date
20/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
For many years we had a terrible internet connection. A promised 100mb never happened. In fact we were lucky to actually have it. And when we did it was around 9 18mb.
When I cancelled my contract, they carried on taking money out from my account even after I'd left them, which meant I paid for August and September – I left in July. They owed me £93 but informed me that they would ‘very generously’ reimburse me £32. They are the most expensive and the worst internet connection I've had the misfortune to come across. DON'T TOUCH THEM. We get better internet connection in Norfolk with TalkTalk.
Reviewer
S Cork
Location
London
Date
19/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible. The first year of our broadband service was fine, no problems, went down a few times but that’s to be expected. The past 9 months though have been a nightmare. Service goes down almost daily. Made so many calls, they book an engineer, always for a few days time and then magically the internet comes back on the day before the engineer is due and they cancel the appointment. Then the whole cycle starts again, intermittent service to the point of no internet at all, we call, the enigineer gets booked, the day before the internet comes back on and the appointment gets cancelled. Had to fight to get any sort of refund but they insist the internet is working when it’s not. Terrible customer service. Can’t wait until our contract ends.
Reviewer
Jack
Location
Fareham, hampshire
Date
18/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Terrible company and terrible service
Reviewer
Hunter
Location
South Glos
Date
18/08/2018
Ratings
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Been with Virgin media just 3 months. Every month I have had to call them as they are billing me £34 when it should be £29. Every month been told they are sorry and it will not happen following month! Takes on average 30 minutes to get through on phone. Waste of time!
Was with TalkTalk before and had no problems at all. Wish I never changed, will be leaving when contact is up!!!!!!!
Reviewer
Jack
Location
Horley, Surrey
Date
18/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Internet worked well for just over 2 years before we ran into our recent trouble. Only when things go wrong do you realise how incompetent Virgin media are.
I’ve currently been 3.5 weeks without internet. First issue was getting conflicting messages as to whether they knew there was an issue. Online service checker said it was fine, but automated phone call recognised an issue. Although it recognised an issue, it gave no eta of fix. Found it very difficult to get through to a human to discuss the issue. Most services are automated. Twitter team offer zero practical help, just generic bile. When you do get through to a person it’s an call centre where the staff have no access to in-depth network problems. Just the same old reset the router nonsense. Calling the problem intermittent, it’s not intermittent, it was completely out! Only when threatening to cancel, do you get to speak to someone who knows what they are talking about, which takes on average 45 minutes on hold to get through. The cancellation team are able to give an estimated fix date, but they have given me 2 dates now, both of which have been and gone. They claim the issue is only affecting a handful of houses, probably the reason they have no urgency to fix it. And just to round it off, got a letter through the post today saying the monthly bill is going up from October.
Reviewer
Katie
Location
London
Date
18/08/2018
Ratings
Speed
1.00 stars
Comments:
Virgin Media is by far the most atrocious internet provider I have ever had the misfortune to suffer. At the moment we lose our internet connection on average once every 3 days. The only explanation ever given is ' We are improving our lines to give our customers a faster connection'. Unfortunately they have been saying that for about a year now , no faster connection, no improvement. To top it all off, their customer service is the most unhelpful and rude I have come across. The only advice they have ever given is turn it off and on again. We have twice now requested a technician to come out and look at our cables and our device and both times Virgin has cancelled the visit saying its no longer needed.
Reviewer
Pete
Location
Leeds
Date
18/08/2018
Ratings
Satisfaction
5.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Customer service not the best in the world,would benefit from uk and ireland call centres.got full house tv,talk weekends and top broadband (350mbps) although actual speed is appx 380mbps d/l and appx 23mbps u/l for £54 a month,if u can haggle with em u will get a good deal.
Reviewer
T
Location
London
Date
18/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not join Virgin Media! They are rude, unhelpful and their service is unreliable.
We have not had broadband for 11 days now and there is no resolution in sight.
We try to get updates on when it will be up and running and they just say they're a major fault with the cable in the area and their engineers are working on it. It's ridiculous. They do not offer us any compensation for the inconvenience or for the fact that we have been forced to buy extra data on our mobiles which is expeditiously expensive.
No broadband means no TV on Demand do we are paying for half a TV service too.
Unless we complain that do not even attempt to refund you for three days with out service even though there aware of the fact they're charging you for a service you're not receiving.
Many of our home's appliances run off wifi, our home alarm, sump pump alarm, doorr bell you name a few. It's not on!
We are trapped with Virgin in a contract for 12 months. We are continuously having problems with their services. They even have an automated voice message when you call their phone line apologising for the fault in your area - more lies as sometimes there isn't a fault, sometimes they've just over charged us or put fees on which we are told would not be applied. I hate to think how many customers get ripped off because they do not have time to go through their bill and just trust trust that they're being charged correctly.
Please choose another company. One that values their customers and one that provides a service and doesn't just charge for it even when it's down half the time.
Reviewer
Gary smith
Location
Rochdale, Manchester
Date
18/08/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The customer service is the worst I’ve ever experienced. It takes ages to get through and then the connection goes, no one understands the issues we receive and the same issues pop up all the time!!
We must call customer service every other month!
We cannot change providers as it’s the only strong internet connection we can get in the area.
The only customer service adviser who has helped and took time with us is Steve Williams.
Reviewer
Philip Mann
Location
Crawley
Date
17/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
This isn’t bad broadband, but try to cancel and you’re in for a whole load of pain.
My house flooded, can’t live there anymore, but that doesn’t seem to be a good enough reason to want to cancel.
I won’t be choose Virgin for my next Broadband supplier.
Reviewer
Amanda
Location
Mitcham junction
Date
17/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rang virgin today as my land line is not working engineer coming on Tuesday fine. Wanted to query my bill going up by £2 something a month was told as my 12 month contract e d's next month this is the reason a d from September it will be £43 per month instead of £33 so told them to put me through to cancellation as I am not prepared to pay this for rubbish internet so woman said it will take 2 or 3 minutes after 8 minutes it cut off so I rang back to speak to cancellations and was told they can't deal with me as their systems have gone down so can I call back in a few hours so I said can someone call me back as all in all I have just spent over 45 minutes on the phone which I have to pay for to which the planks reply was no I have to many other people go call . I think this says it all customer no care is what they should rename it
Reviewer
Jimmy
Location
Manchester
Date
17/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Richard, Shame on you.
Lighting Bolt, thumb down for you.
I signed up 12 monthes broadband CONTRACT with Virgin Media. They hiked £8 a month after 6 monthes for moving my taklk plan to TALK MORE which I never asked for. I certainly do not want to talk more with their customer care team who DO NOT CARE.
No one would be happy like this. I called Virgin Media 150 customer CARE Team. It took me few days and cost me couple hours instead of few minutes.
firstly key in some numbers to get to the right department, then stay in the queue about 10 minutes hopelessly listening their music until heard a human voice.
I had to terminate the phone calls after half an hour due to going to work. I called again on MY DAY OFF.
The customer CARE team only wants more monthly payment(pay for Richard's private island). they changed tone when I demand to speak to their maneger after the LONG STRESSFUL conversation.
Virgin media is a dishonest company,
Leave as soon as you can.
Reviewer
Will V
Location
London
Date
17/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer experience of my life.
Reviewer
Kara Thorndike
Location
Dundee
Date
16/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
"Really awful, unhelpful and disrespectful customer service.
Once Virgin has you forget ever getting help. You'll sit on hold, then get put through to someone reading a script who generally displays no interest in actually doing more than reading the script. Heaven forbid you should ask them a question out of order or that can't be answered on the script. On top of that they are condescending and dismissive on more occasions than not.
Never mind that the services won't work or require extra steps on your part that they don’t tell you. That’s on you to figure you, because clearly Virgin isn't going to help. Really regretting signing up with Virgin. I’m pretty much paying for them to treat me like crap. No service would be better than service with Virgin at this point."
Not a thing has gone well with setting up service with Virgin Media, Virgin Mobile, or Virgin Money. I have what services I have at all due to pure personal determination rather than actual service or help from Virgin employees. All around it’s been a completely horrible experience across the board."
Reviewer
Baldrick
Location
London
Date
15/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Only been with Virgin for a couple of months, terrible system, terrible service, customer service is a total waste of time.
Dumping Virgin and going back to Sky, 30% cheaper as well.
Reviewer
Ranjith
Location
Beckenham
Date
15/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
it's been 5th call to get in touch with human on customer service, Rude person attended kind of talking nasty behind. I want to cancel but it is becoming impossible to speak or make any contact with them.
Bills were not same as per contract either.
TV is not at all good unless you want to spend £100 plus monthly.
Broadband was good most of the time for our usage And it wasnt super good to wow you.
Last 12 months I had no land phone active to make or revive call And still paying,
Overall terrible virgin experience to continue And cancelling is most difficult because you can't find anyone nor you can get call back.
Reviewer
Mrs B
Location
Halton
Date
15/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Absolute garbage broadband reliability. My hub arrow is yellow and off at least twice a month, and it stays off for days at a time, the call centres are abroad and no one understands a darn word you say I have to keep saying pardon or they don't understand me. Very rude abrupt staff on the phones, what's more, I can't leave as the cable they install is completely different from the cables other networks provide so that means any other company I may use will charge installation fees costing over fifty quid! Terrible company and I wish I hadn't been young and stupid when I signed the contract with VM. Avoid!
Reviewer
Mr NK
Location
London
Date
15/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Terrible service, Been trying to call for two days, left hanging on for up to 15 minutes then phone goes dead. Emailed CEO's office who got back to say they would sort out ASAP but nothing yet. Their prices are ridiculous and just want to discuss so I can either leave or get a better price. Not sure what I can do- feel like cancelling my payment and letting them chase me.
Reviewer
Glenn Arnold
Location
Rugeley
Date
15/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
My son is moving out on Saturday, and the broadband account was in his name, but we decided to change the account to my name as he wouldn't be taking it with him. He contacted Virgin, who sent the relevant forms. We filled them out and I received the new e-contract which I signed and returned. Great - or so I thought. I've now found that when I sign into the Virgin site I'm only a secondary account holder, giving me only limited access to certain functions, and not allowing me to sign into the My Virgin Media app as I'm not the 'primary account holder'. So I phoned them. Well what a waste of time that was. After over an hour on the phone, speaking to somebody I could barely understand - and she became increasingly ratty because I couldn't understand half of what she was saying, as well as me having to repeat myself - all they have achieved is changing my contact email address. I'm still a 'secondary account holder' with limited access, and still can't sign into the app. Pathetic. But as long as the money keeps rolling in, they really don't care. Shocking customer service - if I performed like that, I'd be out of my job tomorrow. Plusnet beckons.
Reviewer
AWaldsax
Location
Farnborough
Date
15/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful, awful, awful. In less than 8 weeks with these jokers service has gone down twice.
The second time, when i tried to call, a robot informed me it was for network upgrades and would be out for 6 hours. Smack in the middle of the working day.
No warning, no contact, just service cut. Lost work time, lost trade, loss of revenue. No contingency could be planned for as no warning was given.
Do not go with these clowns.
Reviewer
Liam
Location
London
Date
15/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Starting to think Virgin are literally the most cancerous service on the planet. Signed up for what I assumed was 12 months of internet and WiFi access. Turns out I signed up for a ‘fibre optic’ potato incapable of reaching within a 10m radius. Not to mention the fact the internet itself must be run by one hamster in a wheel at virgin HQ. Every time a mouse dies from exhaustion the internet dies for 12 hours a day (that’s roughly one death every few days btw). I don’t know where all these ‘awards’ they’ve been winning have come from. Assuming they just ordered a sticker book from China and stuck lots of gold stars on their packaging. 1 million % changing next year
Reviewer
MChennai
Location
London
Date
14/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Virgin Media was once known for its Best Customer Services and the speed which is no longer there, the customer services is gone down the drain completely, I use Broadband for home and Office and really getting frustrating with the poor services day by day.
Reviewer
Mrs Y
Location
Leeds
Date
14/08/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Worst customer service ever. After being put on hold for an hour, the person who finally answered the phone demanded a number 3 times that I hadn't been given. I asked him to ask me a different question and he responded by telling me to make myself a cup of tea and chill out, implying that I should ring back later and hold for another hour before he could be bothered to talk to me!
Reviewer
John
Location
Guildford
Date
12/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
We have been with Virgin for 23 years, since they were called Cabletel and then NTL. We had problems with our phone last December they seemed unable to fix this. Call centre staff were hopeless, one said he had fixed it from his end, he hadn't. Engineers came out made no difference, a manager tried to call me couldn't get through on the phone LOL. Had an appointment cancelled because the phone had apparently been (FIXED). I was talking to somebody at Virgin on my mobile he was checking something, my wife was telling me what was on T.V. over Xmas he decided to take my reply to her as a threat to him and hung up. Eventually they fixed this in their own time.A few weeks ago the broadband went down an engineer came out said he had fixed it he hadn't, another week went by another engineer came out found it was a connection problem and said this should of been the first thing the other engineer checked. Now the phone has gone off again, I am told on their site an engineer is coming out and it will be fixed by a certain time that time comes and goes and we get another time. This company should change its name to Brian Rix & Co. You will have to be over 45 to get that.
Reviewer
Aleksandar shishkov
Location
Bristol
Date
12/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I moved to a new house and because the previous owners were using virgin media i decieded to do the same .... biggest mistake in my life . I pay 60gbp a month for what is supposed to be the best internet there is and i have to tell you never in my life i saw such a rubbish internet connection is losing signel every few minutes not to mention i can lod a single video or movie online had to wait for hours on top of that i cant connect to internet on first floor its ridicilious .... i wanted to cancel but they told me i had to pay 240 gbp for cancellation fee which is ridicilious when they cant provide the sercice i sign for ... now i ended whith expensive rubbish internet for 8 more months crazy i tell you .... Never go to virgin media worst provider in uk . On top of that they said they will send technitions but no one ever came .
Reviewer
anna ritchie
Location
northern ireland
Date
11/08/2018
Comments:
on their website they happily say 'you can go up or down' when you have too much data or too little. This isn't true. You can go up when it suits them and they may offer you to go down but only by changing contract which is hassle and not easy like they say. Yet they have changed mid contract without making it clear to me that they were doing that. They are nice on the phone but don't solve anything really. It's a shame because the actual coverage is good and when you do sort out the problems it works. But they don't sort problems to suit the customer, only to suit their computer systems and therefore lose custom. But I don't think they care because they are only interested in big contracts.
Reviewer
Michael
Location
Exeter and Surrey London
Date
10/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Comments:
I have been in a household with Virgin broadband for over 5 years, most of which was in the outskirts of London. It seems that after 6 months or so they like to have fun and just start giving you garbage broadband, huge packet loss and that's if you're lucky to get anything. The customer service is long and gruelling as well very little help becauseit takes 5 or 6 long haulled phone calls of them telling you its fixed over and over until it actually is. This is until 6 months later you start to get the same issues, I used to geuinely think that it was a curse to my family name but it seems everyone has the same fundamental issues. All in all they trap you in for a year with high speeds which you get for a short period of time but ultimately end up having time wasted and being screwed over, so do not use Virgin media.
Reviewer
Tracy Hart
Location
Croydon
Date
10/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Beware of their scam when you call up to leave as they will ask why as they will try to offer you a too good to be true discount for 6 months, say they will confirm the offer in an email but they have done is enter you into another 12 month contract which if you try to leave after 6 months they will charge you an exit fee of £200.
I find it strange when throughout your time at Virgin whenever you call up with technical problems you get put through to some place in the Philippines or Singapore but when you select the option to leave you get put through to the articulate British sounding clever dick who blames you for not reading your emails that do differ from the sales schpiel that was used to lure you into another contract. I was always lead to believe a contract was something you verified or signed. I checked my email and could not find it and they said I am at fault if I deleted it.
So warning to you all if you want to leave then leave do not accept any offers as they are hidden extended contracts. The service is terrible
Reviewer
Nathan
Location
London
Date
10/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
What a shambolic company. On top of all the hidden fees, the lies and deceit fed to you by their staff (not to mention their horrific incompetence and appalling communication skills), virgin media is, without a doubt, one of the worst companies I have ever had the displeasure of interacting with. Let us not ignore their ridiculous waiting times to get an engineer sent out where required to set up the internet in the first place. Once they can eventually be bothered to set it up, its temperamental, unreliable nature makes you wonder why you even bothered.
I understand that in many areas (including my new area), virgin media is the only broadband choice. But given a half-decent alternative, I strongly advise you avoid Virgin.
Reviewer
Cristian
Location
Birmingham
Date
10/08/2018
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Good broadband speed, occasional disconnections resolved by going to sleep, restarting the very old router or just waiting. Nothing major anyway. However, what majored without any shame is the bill, paying £43 for using exclusively the broadband (SuperFibre 50). No respect for current customers (so common among IPSs...) being with them for over 4 years. I hate changing every 12-18 months but it seems that this is what they want although I can't comprehend what do they gain. I simply want a reliable broadband for a decent fixed price. Why is that hard? :(
Reviewer
Cristian
Location
Birmingham
Date
10/08/2018
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Good broadband speed, occasional disconnections resolved by going to sleep, restarting the very old router or just waiting. Nothing major anyway. However, what majored without any shame is the bill, paying £43 for using exclusively the broadband (SuperFibre 50). No respect for current customers (so common among IPSs...) being with them for over 4 years. I hate changing every 12-18 months but it seems that this is what they want although I can't comprehend what do they gain. I simply want a reliable broadband for a decent fixed price. Why is that hard? :(
Reviewer
Susie
Location
Nottingham
Date
10/08/2018
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Really terrible customer service, they rolled a 12 month contract over to a second year without permission or informing us they were going to do so. Following this they finally agreed to disconnect the service and then proceeded to continue charging after the disconnection date. They must train the people on the phone lines to be intimidating!
Reviewer
Pedro
Location
West London
Date
09/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Charging my £40 a month for the 200mbs Package, Line keeps going down and at the moment my speedTest only shows 12MB. The line is very unreliable. Not even a discount offered. I want to leave but I can't till my contract is finished. REALLY BAD SERVICE
Reviewer
Tom Jenkins
Location
Leeds
Date
08/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Awful broadband, been out (or “intermittent” as they keep telling me) for about 3 weeks now. Not enough signal to refresh a web page any further than about 5 metres from the router. Fobbed off daily with excuses and lies about it being fixed. Already spent over £50 on data this month which they have refused to pay for. Not the first time this has happened either, broadband was out for roughly 6 weeks a year or so ago. Absolutely shocking (lack of) service. Please, please, please do not use Virgin Media.
Reviewer
Greg birch
Location
Redhill surrey
Date
08/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Paying £79 plus land line in advance. No income since April so tried to cancel and just have broad band. THey would not let me ! I was transferred to 3 different people who ignored my request and kept trying to sell me a different package. Eventually the 3rd person said I could have the same package that I have for £29 a month. Leaving the phone off the hook as it’s only scammers who use it and freeview because it’s a better picture, and android box.
Reviewer
Rebecca
Location
Selva
Date
07/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely crap, phone line goes down, crap internet speed and customer service on phone is outstandingly rude
Reviewer
Neil
Location
Bristol
Date
07/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Well having a business account with this shambles of a company the customer service is shocking,We moved to this company some 4 years ago and one has to say all is fine when working,but when things go wrong it is a complete shambles being put through to a number of different teams.Virgin upgraded our account and then decided to cut off our business lines and not transfer to the new account.Complete and utter shambles avoid.
Reviewer
Emma Burridge
Location
Surrey
Date
06/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Comments:
Appalling customer service. To get through the automated phone service and speak to a human being when there is a problem is almost impossible. When trying to explain a horrible situation that had occurred today when my husband called a number that turned out to be a scam, the call centre worker could barely grasp English, then had the cheek to say "let me explain to you dear". When I told her that it is not acceptable to call a customer "dear" in this context, and asked for her name, she terminated the call!! Thank you Virgin, I will now take my money elsewhere.
Reviewer
Neil E
Location
Lancaster
Date
06/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Absolutely awful customer service ... arranged to have virgin media installed - date given, other providers cancel- engineer turns up - VM in street but can’t connect to house for at least 6-8 qeeeks although no guarantees. Very sorry - manager will call me to explain next steps / options. No call from manager so I rang them as my service was due to stop that day. Finally got through to an installation manager (after many calls and holding forever) - no empathy, did not appear to care too much that they had misled me, suggested I take out a rolling (non discounted ) contract with BT to cover the period of no service, although he did not know how long this would be !! Then stated I could complain but no e mail address - only postal. Needless to say contract cancelled. E mail complaint to CEO ... about a week later telephone call from complaints team who frankly was only calling because I had complained to CEO - did not really address my issues over misleading advertising and inconvenience due to their errors but did want to tell me how difficult it was to get permission to dig up the road and how Govt policy needed to change - not sure I can influence either of those. Seemed more interested in ticking to say he had spoken to the customer than in being genuinely interested in the issue I was raising. After wasting my time for 15 minutes I informed him to close the complaint and not darken my door again. I genuinely felt that the company was paying lip service only to customer concerns and I would strongly advise people to be very wary of dealing with this company. Perhaps if they spent less on advertising and more on delivering the service they promise, things may improve??
Reviewer
Colin
Location
Fleet
Date
06/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We moved to Virgin media from BT as they we selling a faster package at lower cost, or in theory. Well on at least 2 out of four weekend Netflix and Amazon Prime are buffering when you watch any movie and often just drop out due to poor bandwidth.
When we ring up they are only interested in selling more things, it's a joke, trying to sell move movies and sky sport when they can't even get the basics working.
Then finally without any notice they take the system down for maintenance in the middle of the day. I regret going with them and will be leaving at the earliest opportunity, it's advertised as fast but somehow on the 'slow' broadband before I never ever got buffering.
Reviewer
Jeff
Location
Date
05/08/2018
Ratings
Speed
4.00 stars
Comments:
The Internet speed is good, but if you ever play online games, do not get this broadband. The Superhub 3, their latest hub, has an inherent hardware error that causes gaming lag that makes online games virtually unplayable. What is worse is that Virgin know about this and do nothing about it and ignore the issue entirely. If you are a gamer avoid this broadband.
Reviewer
EP
Location
W8
Date
05/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Got Virgin Media in 2015
Took over 1 month to install - should got the hint and run but stupidilly insisted to stay
On and off many issues and problem with TV Phne and internet
For most 2017 either a very poor connecting or no internet at all
Many complaints and called ignored
Finally this years they sent a engender who decided to change the box and hub and guess it was aparentelly a problem with their equipament but never sent an apology instead got my bill up to £63!
For a basic TV, no use of phone line and a very poor speed!
After 1 year trying to cancel my contract, after 2 phone call today and long painful conversation I finally managed to CANCEL but they are charging me early disconnecting? Since 2015 how can this be early?
My advice from experience dealing with virgin media:
AVOID VIRGIN MEDIA
Just head ache
Reviewer
Guy_T
Location
Kentish Town, London
Date
05/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I tried to arrange installation for months. I signed a contract in May, and in early June I was told that it would take 6-8 weeks to organise the install as the council needed to provide consent for the works. My postcode is listed on their website as being in a VM area, and fibre cables run down my road. Engineers attended and spray painted green markings on the side of the road and pavement to show the 1m distance the cable would need to be routed. I was informed that there was a budget for these works and the access point to be created on the boundary wall of the property, and that it was just a matter of time.
Having not heard anything for 8 weeks I called VM to ask for an update, and I was told that the install and contract had been cancelled as it was too expensive for VM to proceed with the required works and that a note had been put on the file to say I’d been informed. I hadn’t been - not by email, text or phone call - and I still wouldn’t know if I hadn’t called.
I paid £300 to the freeholder for the wayleave approval which was completely unnecessary and I cannot reclaim. I would have thought it sensible for the budget for the works to be approved before the wayleave was submitted and signed, but clearly this isn’t the case. I’ve therefore wasted four months and £300 to try to organise a service that could never be provided to me in the first place, despite VM assuring me otherwise. I’ve never been so wildly misled by a company, and I’m furious that I’ve thrown away £300 for no reason whatsoever.
Reviewer
Rana
Location
Ickenham
Date
05/08/2018
Comments:
Got a call from Virgin Media Out bound team. Offered a deal to stay with Virgin Media. Double checked both sides had same understanding of deal, and then agreed to deal. Advised that contact would be sent via email. No contract received, I had to make follow-up call only to be informed that there was no deal offered by Virgin Media and then asked about telephone call recording, this was not there either. How convenient. Result. Virgin Media - absolutely disgusting service and liars and time wasters.
Reviewer
Mark Jacobs
Location
Windsor
Date
04/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had a broadband issue since May , 10 engineers later still intermittently dropping out , even the Engineers admit their Network cant cope with the service they should be providing
Reviewer
rob
Location
london
Date
04/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
WORST CLIENT SERVICE EVER!!!!!!!!! My broadband has been off for more than 3 weeks now, network issue they say and every week the fix date is pushed by one week. The least they could do is offer a free months which I asked. NO CHANCE they only apply a credit on the bill !!!! I have been debited 78 pounds this month instead of 88, God knows how they calculated this credit but this definitely not the right way to treat customers. 10 pounds off for a month without internet service. I keep trying to unsubscribe to get another service provider but they make me wait 30 minutes on the phone EACH TIME to discourage me. I Dont know what to do this is so frustrating......
Reviewer
Donna
Location
Glasgow
Date
02/08/2018
Ratings
Satisfaction
2.00 stars
Comments:
I have to admit virgin are the most awful company. Been with them since they were ntlworld, and they only get worse. Have no internet and can’t get it fixed until Monday. On the phone 40 minutes, so then I want to cancel my package and I get cut off..... oh there’s a surprise. DON NOT GO WITH VIRGIN.....ANYBODY BUT THEM
Reviewer
Veronika
Location
London
Date
02/08/2018
Ratings
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Stay away from Virgin media if at all possible. They will try every trick in the book to cheat you out of money, for example, contracts will be automatically renewed at a higher cost without you being informed as a customer. They even put up the price from £27 to £40 mid-contract three times without asking me. When you try to resolve these situations, you are presented with a thoroughly inept and unfit for purpose customer service department. Agents frequently say contradictory things and many are deliberately obstructive. I have used Virgin media for one year and will be terminating my contract this month. Even though, given my area, this may mean a drop in internet speed, it will be well worth it to be shot of this joke of a company.
Reviewer
Rachel
Location
Liverpool
Date
01/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have been a customer for 16 years and have experienced little recognition for loyalty. Virgin offer far better deals to "new customers ". I have tried on 4 occasions to discuss this with virgin over the phone and have held for over 30 minutes.... Very poor customer service !!!!
Reviewer
Roger
Location
Solihull
Date
01/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Reliability
2.00 stars
Comments:
Far too expensive, speed no where close to what they advertise, customer service hopeless,they gave me a discount for being a loyal customer then took it off me 12 months later. If that's the way they treat loyal customers i'm off!
Reviewer
Mihaela Corina Popa
Location
Wolverhampton
Date
01/08/2018
Ratings
Satisfaction
5.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Poor service !!!
Reviewer
Muhammad
Location
London
Date
01/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute rubbish. Using Virgin Media is the worst buy you can get unless you want unbelievably awful internet and horrible customer services. Sky, BT, whatever, use them, avoid Virgin Media at all costs. :/
Reviewer
Raj
Location
LONDON
Date
31/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Router WIFI faulty for ages. Technical query impossible to resolve since there is no one to chat or speak to. Tried for weeks now. Not sure if nowadays the rest of the mega companies are treating humans and their rights like that. Paying for the substandard service and nowhere to complain about ''Virgin'' behaviour.
Reviewer
Tanya
Location
Leeds
Date
31/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It is very bad customer service and non reliable broadband which are not suitable for a business.
Reviewer
Kerrie
Location
Dover
Date
31/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Absolutely disgusting customer service. I opened my account online and was not told about half the things I was supposed to. I was also supposed to have £50 refer a friend credit for myself and the referrer but virgin are now saying as it was over the phone, I have no proof and basically tough luck. They have taken out 3 times the amount of money for my first bill and are refusing to give it back until it is investigated which will take at least 30 days. I am incredibly disgusted at the customer service and the lack of responsibility they are taking for their mistakes. I should not have to provide proof when they record their calls (which apparently, rather conveniently, they cannot access!)
Reviewer
Dave Shaw
Location
Barnsley
Date
31/07/2018
Ratings
Speed
5.00 stars
Comments:
Hub slow, Service Poor, Undocumented and Voip Unavailable
I purchased a Virgin Media Broadband package in January 2018. If I used the Hub (WiFi) I got 3Mb download speed. If I selected the router option I got 50Mb download but no WiFi. The support was poor and when I escalated the problem, the operator never rang back.
I then tried to move my voip line from one supplier to Virgin Media, it didn't work and there is no information in the documentation to say you can't.
I asked Virgin Media to close my account immediately, which they did, and I informed them I was not paying an early termination charge which they accepted.
Reviewer
Elaine
Location
Fife
Date
30/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
OK I've been with virgin media for about 20 years and over that time I've felt hugely satisfied with my broadband speed and the customer service. I've not had any major issues until recently. My Internet went down over a week ago and every time I call I'm told it is a problem in my area and given another day and time and another day and time come and go and still not fixed. After seven days, a fortune spent on mobile data and unable to work from home I decided I would change provider. Every time I called I waited at least 15 minutes to get through. Each time I asked to be put through to the cancellation team I was placed in a queue with no end, battery on phone ran out and had to get back to work on second occasion. Finally after 45 minutes in a '15 minute' queue I spoke to someone who said that they will try to sort the issue and get back to me. I'm hopeful but if not I will be leaving not something I want to do however service and standards seems to have dropped. Badly done virgin media!
Reviewer
Joe
Location
London
Date
30/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media is the worst broadband company in the UK. You get punished for downloading a 2gig file. I use the internet for game development so i usually download files that are 1 or 2 gig. If i do it then for the next 3 to 5 days I am punished and my internet becomes so slow i cant even log into my bank.
This has become so annoying. Files around 2 gig are not big at all. you watch a film on netflix it is around that size so why on earth are these idiots punishing me.
100% I wont be renewing and I will be advising others on their twitter ads to stay away from virgin media.
I suggest everyone that has be wronged by them to join their twitter feed. every time you see them advertising tweets about their services , be sure to comment in about how bad they are with throttling. They really fear this action against them because it essentially means they cant be successful using twitter to get more customers.
Reviewer
Fabrizio
Location
CARDIFF
Date
30/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
The internet is ok, as fast as advertised most times, even if quite unreliable, it let me down several times.
The dreadful bit is the customer service. Sending email is not allowed, they have a chat which is unavailable 9 times out of 10 and never in the summer, and the wait times on the phone are dreadful.
What's really bad, though, is that they tell you one thing and then don't do it.
They told me they'd give me a 50£ voucher because they never told me they were increasing prices, and they never sent it. They told me my service would be cancelled automatically at the end of the contract, and I only found out this wasn't the case when I received the email that I had payed the month after the contract expired.
I'm actually thinking of sueing them, because this is nothing short of a fraud
Reviewer
faizah
Location
London
Date
30/07/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service!
Engineers installed cables completely differently as requested, left an eyesore on the driveway. we were then told the cables could not be buried. Connection kept dropping, when it was connected the speed was super slow! Kept calling for them to fix it and they said there was no problem. Engineers were supposed to come out and re-cable but never came, several people came out to 'have a look' but didn't know hat to do, called their managers who kept promising the issue would be fixed, it never was. One day someone even came 8 hours late and I was waiting to go out, when he arrived he said he couldn't do anything so my day was wasted. I managed to finally get through on the phone after various attempted to cancel during my free cancellation period, lost a few days of working from home I was not happy and was told I would not be compensated. Asked when they would be taking the cables away as I cancelled and was told I would have to remove them myself!!! Awful service, avoid at all costs!!
Reviewer
Nico
Location
Stanmore
Date
30/07/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Went to Virgin for a faster Broad band experience and access to no internet over 3 days in one week is a joke! Wont be renewing thats for sure.
Reviewer
Arthur
Location
Chatham
Date
29/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband keeps disappearing every evening without a fail from 8 o clock onward. Sundays are bloody nightmares. When I was sold my package they guaranteed that my broadband speed wont fall below 41mb which turned out to be a complete lie. Technicians have been out and I was told that line can handle x amount of people and currently there are three times the amount of people connected to the same line and it cant handle it. Guess what- you will still charged the same amount of money even when you are not getting any services. O, needless to mention that technicians are not sent out in the evenings and weekends when services are overloaded. They can only pay you a visit during the day when broadband is not used as much and speed is relatively reasonable. So to sum it all up...If you want to buy top price Ferrari with a 1.2 litre engine which can only do 25 mph at the most... Go for Virgin! On a serious note- PLEASE PLEASE PLEASE RUN AWAY IF YOU HEAR VIRGIN MEDIA!!!!!! They take your money and dont provide you with what they promise....
Reviewer
Sotirios
Location
London
Date
29/07/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Quite frequent outages without any explanation. Complained over the phone and asked for compensation for broadband being down 4 days in the row. It's been 1 month and still haven't heard from them. When I finally decided to cancel my service I had to be transferred 3 times between different departments, go through security checking again and being on hold for more than 20 minutes until I finally hang up. Horrible service.
Reviewer
ScouseAnnie
Location
WIRRAL
Date
29/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
I have given one-star for speed and reliability, although I have not yet had time to test these. This is mainly to re-inforce my one-star for customer service and overall satisfaction. If possible, I would give this -10. I placed my order for the Player Package, including Player TV and Weekend Calls but then I upgraded to Anytime Calls. The advisor told me to choose the self-installation option and the installation date was agreed. Then Virgin changed the installation date, because an engineer needed to do this. In the meantime, they had contacted BT with the original installation date and BT were going to stop services on that date. I found it extremely frustrating, trying to get them to keep to the original date – I went to about 4 departments and, each time, I had a 10 minute wait. After threatenting to cancel the order, they managed to keep to the original date. All the advisors I spoke to were based offshore and, although I have been advised that the calls are always dealt with both offshore and in the UK and that the calls just go to the next advisor, I would be interested to know the ratio of offshore to UK staff. Some of the advisors just failed to appreciate the problem and I believe that one of them gave bad advice, just to pacify me.
When the order arrived, I found that the advisor had logged the order incorrectly and I received only the WIFI and Phone. I accept that I should have noticed that this was missing, when the email arrived with the order details, but I didn't. On the installation date, I spent at least 3 hours trying to get this resolved. I cut one call off after an hour, so it would not be charged to my bill. Then I had to go through it all again. I went to the department that dealt with 'home move leaver', got passed to Customer Services, got put through to Sales and then back to CS. The original connection took about 20 minutes and then each transfer took about 10 minutes minimum. My mistake was in selecting 'leaving due to home move', because I did not realise that there was 'leaving for any other reason', which is the one I should have gone to – this is the department that seemed to have any ability to understand and maybe do something to rectify this problem. It may be co-incidence but I made this connection after 4pm and the advisor was based in the UK. I still had to wait 20 minutes to connect. Unfortunately, although my account was active, their system had not been updated, so he could not progress any action at that time. What he did say was that the order logged matched the installation order – in effect, it was my fault for not noticing and following up before installation. I tried again, 2 days later on Sunday, today, and was advised that the system still had not been updated – perhaps because it was a weekend – I can't see why this is the case. I asked about my chat and was advised that these are kept for existing customers but not for others – again I can't see why. This advisor was based in the UK and was extremely helpful – she has noted that, as soon as my account details are available, she will contact me and discuss what offers are available and, if possible, try to include my Player TV at no extra cost.
I was with Virgin for 7 years and, often I had to negotiate around a price increase, at renewal time. In the end, this was too much and I moved to BT. I had very few problems over this period and any time I contacted them, all my calls went to UK advisors and I don't remember any long delays . The current customer service at Virgin is abysmal – the delays are ridiculous and the quality of advice was dreadful. I don't know whether Virgin's customer base has greatly extended and they have failed to increase the customer staff or whether they have reduced the levels of customer staff, to cut costs, or whether the amount of complaints and enquiries has reached unexpected peaks but someone, somewhere should be aware of the adverse impact the current customer service is having on Virgin's reputation.
Reviewer
m g
Location
sheffield
Date
29/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
absolutely disgraceful service in general. broadband cuts for no reason for at least 4 hours and when asked about it, someone says the same generic line of experiencing problems. today my mum called up to make an inquiry and straight away the advisor asks what card she is using to make a payment. when we say there's no payment to be made, the advisor then gets argumentative and very hostile, as well as the manager speaking to me the same way. the advisor is called Angel and the manager is called lance, who are both just as rude and incompetent as each other.
Reviewer
Aray
Location
LONDON
Date
28/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Service to have a quick chat-zero, so as the customer service I believe-useless advice over the phone. Broadband Wifi speeds 12mbps. Simply they dont want to swap the modem. Broadband via cable still ok, but who uses nowadays the cable and not all devices have the cable connection!
Reviewer
Stelian
Location
London
Date
28/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute joke of a company.
Spend the last 1 hour trying to understand what the person for customer service was saying, got transfer to a different department where they give you different answers and when I want to confirm if they got everything they just close the call. Total joke of a customer service I’m not native English speaker but can’t understand a word of what those people are saying and they work in customer service !!! Virgin media is a **** company I will not use it anymore.
Reviewer
Dominic
Location
LONDON
Date
27/07/2018
Comments:
If you get virgin media it will either make you mad or dipressed this is the worst network i have ever got and the custermer service is even worse it goes smoe where in india and they dont care and even botherd what you say virgin media is just rubbish
Reviewer
Calum Graham
Location
Middlesbrough
Date
26/07/2018
Comments:
Absolute joke of a company on one of the fastest internet services that they provide yet it take absolutely ages to load the internet up. Also if you play games expect to lag or lag out of every game you play ******* joke of a company then when you phone them about it they put on a guy you cant understand or claim that the problem must be something else rather than admitting there internet is just **** in general. All honesty get sky or bt over them at least there reliable.
Reviewer
Toni
Location
liverpool
Date
26/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Considering vergin media being the best high speed internet, that is all it is. People that work there have monkey hands that just point around not doing anything. I wish no one experience the horror I did with this company and to this day they still oll me money. I have stopped my internet as I moved to another house and wanted to send the router back, but the lable was lost in the moving process so I asked for a new one in my new house. Guess what, they send me a message after 10 days ill be charged??? So i called and told them to send me a new one - AGAIN, but guess what happened after... Another message saying theyll charge me. Well i wasnt that lucky the third time as I got directly charged. What kind of idiots are doing this ??? What kind of a company is this/!?!?!?
Reviewer
Aleem
Location
london
Date
26/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Since I got Virgin Business broadband almost three months ago, I have several outages, I work from home as an IT person, if I have no internet I can't work. Virgin will be out of service for half a day casually and full day without much explanation. If internet is critical for you then look elsewhere, this service is not business grade.
Reviewer
Rob
Location
London
Date
26/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Broadband: too many outtages. Customer service useless: calls routed to random call centres in India so you never speak to the same person twice, and you never get meaningful information about the nature of the fault and how long it will take to fix, only a succession of meaningless "estimated times to fix by" which usually come and go and the fault is still not fixed. Last straw: went down 8 days ago, latest estimated time to fix is in 4 days time. Any other supplier has to be better.
Reviewer
Frustrated
Location
London
Date
25/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I have been with virgin for just over a year. I joined because of the fast fibre speed despite being warned about their bad customer service. Everything was fine until about 2 weeks ago when my internet connection disappeared and I tried calling customer services to get it sorted out. I can't really go into it all but essentially I have been promised an engineer visit twice, was told I cancelled the 1st visit and the second was cancelled by virgin because their was no problem. Despite spending over 6 hours on the phone to them over the past 9 days I have a speed of 9.1mbps and am being told not to worry as this is fine. I have cancelled as if I wanted that slow a connection I could get it for 2.99. I will move, reluctantly, to a Fibre to the box provider as it will still be far faster than Virgin. Their customer service is shocking. Everything is great until there is a problem, then they will stiff you.
Reviewer
R Potts
Location
Paisley
Date
25/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’ve been with Virgin Media for years. We’ve been completely satisfied until about two months ago, when our WiFi cut off every other day, sometimes for hours at a time. Even when we still have WiFi, the connection speed is significantly slower, and when we used a service to check, we discovered that the speed should have been 20 times faster than what it was. When we contacted Virgin Media, they denied that the connection speed was any slower, even though an update that would normally take five minutes was taking three hours. If these two issues are not fixed soon, I will leave Virgin Media for good.
Reviewer
Hayley Miller
Location
Birmingham
Date
25/07/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
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
Reviewer
Ani
Location
Bradford
Date
24/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Poor customer service took over 20 minutes for them to answer my call and i was recieved by a very rude and abrupt woman who didnt help me at all with my problem.glad im leaving virgin media!
Reviewer
Dylan
Location
Nottingham
Date
24/07/2018
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
So my internet doesn’t always work 100% but there are no real problems. Today I get a call from virgin media with the fastest speaker in the world and a different accent. Thankfully I payed attention. With just a few yes’s I would’ve opted to an additional 7.99 on my bill. I pay for 100mb broadband speed. If I had any issues I’d let virgin media know. She also said yes on my behalf for so many important statements. I wish I could describe how manipulative they are. Not a happy first time broadband customer. As soon as I said I’d like no additional charges on my bill I was getting nothing for free and a sudden (angry) change in tone. It was almost like a test. Made me really doubt my worth as a customer.
Reviewer
Shane
Location
Wigan
Date
24/07/2018
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
I’ve been with virgin for about 14 months and in terms of speed and reliability for the most part no other provider comes close but for the past 2 months I’ve been left without internet for perhaps 8 days if all of the time was added together which is unacceptable.
Reviewer
Tj
Location
Leeds
Date
23/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband and WiFi service that you could ever wish for. Avoid broadband services as they are just so intermittent. It's likely that you will, as I have done, spend time constantly having to reset the unit and calling virgin for assistance.
The problem is that you can't leave the service without paying a cancellation fee unless a technician has been to your home 3 times and has been unable to fix fault. But then after the first visit they will not send anyone out stating an intermittent fault in the area even though neighbours on the same street don't have any issues. And when they do send someone you have to wait at least to days and wait at home for half a day.
The next problem is when you try to esculate the complaint the policy is that you can only expect a call back between 14-28 days.
Reviewer
Trevor Beardsmore
Location
Dudley
Date
22/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor
I have wrong a number of times now
Sometimes the staff l s0eak to are so difficult to understand that I feel it is a waste of time even bothering to ring ,has I am sure they have a set speech to try and put you off
I was advised todo a speed test (I’m on the 200mbps package) I have had readings of 0.27 to 50 mbps
I have to be sat next to the box to get 50
I live in a small bungalow and the maximum distance I need is approx 10 metres at the most from the box
I will be moving , so frustrated with the response,attitude
Is sky any good ????
Reviewer
Karien
Location
London
Date
22/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don’t use their service
Reviewer
Dawn Folkes
Location
Hertfordshire
Date
22/07/2018
Comments:
Awful broadband and even worse customer service!!
The broadband is constantly not working, I’ve phoned up so many times to sort it out , when I’ve asked for a refund for a service that I’m paying for but not receiving they are so rude and do not want to offer any good will gesture.
Shocked at the way they deal with paying customer and how we get treated, and they get away with it. I haven’t got one apology from them .
Reviewer
I
Location
Bristol
Date
20/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Removing 10 channels with 2 days notice but can't get out of contract for 30 days.
As for broadband speed, paying for 200mbps and getting, if lucky, 40.
Reviewer
Michael
Location
Bournemouth
Date
20/07/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Virgin's customer service is atrocious. I wasted 20 minutes calling the team to be disconnected at the final stage by the 'moving' team. The quality of broadband is fine, however, the employees working in the call centres are clueless and incapable of answering simple questions or even speaking English in a way in which a normal person would understand. They act dumb in order for the customers wishing to leave to give up before doing so, raking in more money from calling costs and further making customers wanting to leave, leave.
Reviewer
lee
Location
cheshire
Date
20/07/2018
Comments:
spoke on the phone to a lot of people abroad (this is where you end up being put through) due to many problems with this company, of which you are passed from one person to another as they haven't got a clue what they are talking about. very bad customer service , I do not recommend this company unless you want to spend half your life on the phone!!!
Reviewer
Zein
Location
London
Date
20/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
To put it simply, this company is full of false promises and inconsistencies. I have been without internet for 2 days and I was told I wouldn't be compensated for this at all. I'm still waiting after a month for a package I was told I could have a trial of free of charge. I have been charged excessively for phone calls because of a lack of clarity. Avoid Virgin if you can.
Reviewer
Glen
Location
South east
Date
20/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
No issues with my broadband. But I'm constantly overcharged. I don't want a home phone, don't have a phone but of course virgin play their games and make you have a line. Every month I get call charges on a link without a phone plugged into it. When I ask virgin to look at it they threaten a £90 call out charge if they don't find a physical issue on the line. I'm stuck with them for now as theirs an early exit fee. This whole thing feels like a cartel. Will be leaving once my contract is up.
Reviewer
Raf
Location
SE London
Date
19/07/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The worst provider which I ever had. Speed never even close to the top limit. Customer service horrible. I been with them over 10 years and finally I made one of my best decision ever. I switch to BT !!!
Technical support from virgin crap. Sometimes they set up visit, they sending sms with confirmation and no one coming at the time and date, after all they try to lie that visit is for next week!!!!! Always they try to add something extra to your bill without any reason and after is really difficult to get it back like a credit. Only if I will be without any choice I use them again. Hopefully never.
Reviewer
Imran Khan
Location
Wirral
Date
19/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful customer service and awful awful reliability of broadband. I paid for the super fast fibre which was good for the first 6 months but shocking after that. I called on at least 6 occasions with broadband/WiFi failing and everytime the solution was to turn it on and off which is a complete joke.
I tried leaving after my contract finished and they offered me a new contract with a £60 credit and did some ‘tweaks’ on their systems to help the WiFi run better, I decided to accep on the basis the first 6 months ran fine but lo and behold a week later the WiFi kept going down.
Tried cancelling the contract again and this time he promised I’d have a month cancellation period, gave another £19 credit and sent and engineer out.
Another week goes by and yet again the WiFi goes down. I tried cancelling for good and they claimed that I was outside the cancellation period. I had recorded all my calls with them because of this exact situation. Scumbags backed down and let me cancel but they tried offering me more solutions and discussing with a specialist on how to fix the issue. How about fixing it first time instead of when your about to lose the customer.
Reviewer
Tatiana
Location
London
Date
17/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
The worst provider in the world! I was overcharged from day double the bill when I had a written email confirmation confirming my contract for twelve months. After thirty calls to them over the course of 9 months, one guy did find where I was being charged ( £63for a service that was supposed to be free for three months) I called again to see if my refund had been processed, the lady said a refund was not requested! I have been charged late payment fees of 10£ whenever I’d be late to pay my bill, I had direct debit set up but when they overcharged me a few months I decided to stop it! Horrible service and horrible provider! Never again will I use them! Back to Sky!!
Reviewer
DEIVIDAS
Location
Fareham
Date
17/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I moved home from Hounslow to Fereham.I wanted to move my broadband .they told me it's not a problem.but it was a big problem.I moved March 11 ,today it's 17 July I still don't have internet.today after 4 month they told me same thing like ages ago it's problem with your property.we need to contact council. That's means they did nothing all this time.shocking service.
Reviewer
Becky
Location
Eastleigh
Date
17/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When I get a chance I will be leaving virgin, I reported an issue on 7th July, an engineer didn’t come out until 10th, he came back out on 11th to put a new cable into the house but then told me he couldn’t as they neede permission from the council to dig up the road. He then came back on 12th and tried replacing the kit incase that was the issue but it wasn’t. I rang virgin on 13th to find out what was going on and they said they needed wait for the engineers report and they would call me on 16th. I had no call and when I tried to call I had no answer. 17th today, I got through to someone and have now told me they are only just booking it in for 27th so if I didn’t call then I don’t know how long I would have been without it. I work from home 2 days a week so you can imagine how frustrating this is for me. I don’t rate Virgin at all, all they could offer me is money off for the loss of service.
Reviewer
Billy
Location
Chesterfield
Date
16/07/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I was with Plusnet for many years, all was fine until last 2 years, connection began to drop and wifi connected devices kept being disconnected without warning and costantlty. After countless calls to Plusnet I had to leave them as soon as my contract finished and decided not to use them ever again.
I thought I just gamble with Virgin Media Fibre and not use any of the BT cable supplier and what a decision!, I am on 50mb option (fibre only) and always get at least 53mb speed on wifi. Everything works as a dream so far (2months later) and the customer service is brilliant so far, I only had to contact them once after there was an error on the bill and It was fixed straight away.
I am very happy with VM so far, installation went smooth and I was connected in no time.
Reviewer
Joe I
Location
Leicestershire
Date
16/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely dire!!!!
Decided to go with Virgin media after being bombarded with leaflets for 2 years.
Engineer didn't turn up and then I'm told there's a "blockage" that won't be fixed for 8 weeks.
Told them I wanted to cancel and had to argue for 20 minutes to cancel an internet subscription they couldn't even provide!
Reviewer
K.r
Location
W3
Date
16/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
This man is making so much money that his staff have no remorse on even people with disability! Not helpful and if want help with billing will not give you any compation in your situation so if want help or support with virgin media you will not get it
Reviewer
Pikelady1968
Location
Gloucester
Date
16/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shockingly appalling customer service. Do not use.
Cancelled package and even after service was disconnected they took another payment.
Complaint made and told refund at 45 days.
47 days ...no refund, no answer to complaint. Have rang again this morning and awaiting call back. If nomsatisfaction today will be going to Ofcom
Reviewer
Richard Branson
Location
UK
Date
15/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Was good at a time before I got my dementia. Nowadays it just keeps cutting off. Just like the old days when electricity would cut a few times a day!
SKY or BT is recommended if you have it in your area!
Reviewer
Hayley bonner
Location
Strabane
Date
15/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So I called virgin media about a problem with my broadband (the speeds) I'm paying the VIP BUNDLE PACKAGE which is 80 pound a month they told me there's nothing wrong with my broadband wasn't willing to help fix my problem kept telling me the same thing over and over again they wouldn't let me speak kept talking over me telling me I don't understand about how the WiFi works. Now I'm a young adult I know how WiFi works exactly. When I said that to them they said "well if you know about WiFi then fix your own problem" I'm running speed tests which is only reading 40mbps of download speed and my upload speeds are 20mbps of speed I tried telling them this and they kept talking over me so naturally I did get frustrated on the phone because they were NOT LISTENING!! I even spoke to a manager which he also took the same attitude from the start when I was simply trying to explain. I asked to speak to his boss and he went off the phone and put me back on to the previous woman I was speaking to I said "can I speak to his boss please"she said "there is no other boss" which is lies obviously. All I wanted was for someone to fix my speed they kept saying I need a lan cable i shouldn't have to get a lan cable. My speeds should be reading at least over 100mbps on average without a lan cable considering the package I'm on. My friend has virgin in and they pay 30-50 pounds a month and they are getting 100mbps speed without a computer or a lan cable. Overall virgin has very bad customer service. talk talks customer service is much better and that's saying something.
Reviewer
Well and truely conned
Location
Brixton, London
Date
15/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
I too was seduced by the lure of super-fast broadband, so signed up to Virgin's VIVID200 package. What a mistake, because on a good day I'm lucky if I get 20Mbps, with regular disconnections. A friendly engineer has visited, and replaced the router and internal cabling, but it has unfortunately not helped. Don't believe their sales pitch of real average speeds. I now feel conned, and think this represents a clear case of misselling. In the part of Brixton (London) I live it would appear they simply don't have a properly functioning network or capacity to deliver a decent service. I now have to make peace with the fact that I will have to make do with a poor broadband service for the next few months until my 12 month contract ends and I move to another provider. As a footnote, I have just run another speed test and guess what, I achieved 9.98Mbps - nowhere near the promised 200Mbps I signed up for! If you do want to move to Virgin, I suggest you sign up for a single month to test out what they are able to deliver to your home before contracting for a longer term.
Reviewer
Junge
Location
Stafford
Date
14/07/2018
Comments:
Terrible customer service. Wasted my one hour speaking with this guy on the phone just to cancel my service which I no longer need. Extremely rude and unprofessional. Even though I made it clear that I don’t want the service, he constantly came up with cheap alternatives and started bothering me. After a long conversation, he just put me on hold for 2 min which was meant to be forever and later on I had to hung up the phone. Didn’t get the chance to cancel my service. Extremely pathetic way to deal with the customer. Never coming back to Virgin media and would not recommend to any one as well. Stay away from it, it sucks everything out of you like leeches.
Reviewer
Sam
Location
Plymouth
Date
13/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
My tivo box and broadband went down today need new boxes. After being a customer for fpur plus years always paying on time. They expect me to wait untill next week for replacement equipment? Yet they cannot do next day delivery? So im stuck eith no internet or tv for the next 7 days? After several calls it was finally nice to get through to a english call centre too! No racism intended! Dont use them go to sky!
Reviewer
Nathan#
Location
bournemouth
Date
13/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Do not go with virgin media they leave you for days with out internet and when your moving house after being with them for 4 years they will slap you with a fee for no reason also you need to pay your main bill what a scam
Reviewer
Haydar. Sehri
Location
Dalston
Date
13/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
If I could give nil I would give nil. We have a business and we have intermittent broadband for 2 days now. You cannot talk to anybody who can say what is happening, the only thing they say is we have 24 “working” hour service level agreement and they cannot give anymore information. And they call “support” but they are not support they just take the call and remind you it is 24 working hours. You cannot get any information. If I knew this I would not go for them, but unfortunately there is no BT infinity in the area. At least you can talk to actual support at BT.
Reviewer
Unhappy customer
Location
bham
Date
12/07/2018
Ratings
Speed
2.00 stars
Comments:
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.
Reviewer
Omeir Khan
Location
Manchester
Date
11/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The worst customer experience I have ever had. They charged me a direct debit payment even after me telling them to cancel my contract and when I contacted them to address the issue, they were really rude and transferred me from one advisor to the other and the last advisor ended the call on me. The worst internet provider out there, a little above average speed but worst reliability and worst customer service. STAY AWAY FROM VIRGIN MEDIA.
Reviewer
DAVID MARTIN
Location
NORTH WEST
Date
11/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Virgin media should be investigated by ofcom as it to hold a isp licence.
Do not use this shower
we have no contract have been billed incorrectly for 12 months - every call to vm takes an hour min. They wont put complaints in writing and never action anything agreed. Even cancelling was a nightmare and they want to double the price for the last 30 days of the contract. They never return calls and no one senior is ever available. A complete crooked, lying incompetent and organistaion. Complete disgrace - they make bt and sky looked fabulous - you have been warned
Reviewer
MR. K. PATEL
Location
Leicester
Date
10/07/2018
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
very expensive to have. I pay nearly £85 per month . I am thinkinmg of swiching to sky tv
Reviewer
I sihra
Location
London
Date
10/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute rubbish! thesis guys don't have clue about customer service. They don't even apologise when engineers fail to turn up. No compensation. No phone line/broadband fixed though they say they did that from outside but it still doesn't work. Unbelievably bad. Steer clear...
Reviewer
Samuel Bond
Location
Newcastle Upon Tyne
Date
10/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The Definition of the most horrible customer service is Virgin Media. they trick you when you sign with them, saying if you move to another place, the contract will stop with no fins. in the real truth they will take you to a recovery company and ruin your record and you have to pay the full amount EVEN if it is their fault because they can't supply in your new area.
Am going to make it my objective now in every conference I would attend to I will make short briefing about Virgin Media.
Reviewer
Mustafa ali
Location
12
Date
09/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Ken
Location
Ng122ep
Date
09/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use virgin
They are totally useless useless useless
Had 4 years of total misery with this company
Reviewer
Ada
Location
Birmingham
Date
09/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company. Overcharging customers for low speed broadband. The internet speed so low I could not download text on my phone and I have to pay 42£ a monthly. After calling them that I need to cancel and disconnect from broadband, because I am not happy with the service they double the charges to 93£ a month without notice and carried on charging me despite I have been told them to disconnect the broadband 2 months ago. Dishonest virgin media.
Reviewer
Benjamin Carter
Location
Twickenham
Date
09/07/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Having been with Virgin Media for 8 years, I have finally cancelled my contract due to an unacceptable deterioration in their services. When I first became a customer in 2010 I was impressed with the broadband service and this continued for 5 years, using them in two properties. For the last 3 years, despite paying for the 100mbs package, I have had ongoing issues with speed, reliability and most notably, wireless signal. Despite MANY calls to their tech teams and eventually a replacement router, the service if anything has continued to deteriorate. One customer service agent admitted that Virgin Media have oversold their product in certain areas and do not have the capacity to provide the broadband speeds as advertised, or it seems, the reliability. Be vary wary of their advertised speeds - I have been unable to consistently achieve much over 20mbs at best via my wireless router for almost three years, despite having a 100mbs package.
Reviewer
M Smith
Location
Chingford E4
Date
08/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband is complete rubbish for the past month. We call up and are told all is ok. We cannot watch a programme through without it crashing - just awful and this has been really bad for the past month. Used to be ok (and by that I was happy with it crashing once a day)
Now it’s all day every day - we are cancelling our contract tomorrow as what exactly are we paying for ???
Rubbish all over. Rubbish connection, rubbish service, rubbish reliability- rubbish rubbish rubbish - do not use Virgin if you can help it !!!
Reviewer
Abdul
Location
Stratford
Date
08/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Extremely poor service. I am having to pay a lot of money for a service which I can not get and due to the wording of their policy I am unable to complain. Also I am threatened with a cancellation fee of £125 so now I have to remain with this rubbish service for another 10 months. If you live in the Stratford London area, please avoid using Virgin Media- there are many other cheaper options which end up giving the same speeds as Virgin.
Reviewer
Ibrahim Salam
Location
Blackburn
Date
08/07/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Very unhappy with the customer service level of virgin media. Complain about the speed of my premium package kept fluctuating badly they said they couldn't do anything about it if the device was not connected via ethernet cable. I asked them to help me out they said yes but they would be a £99 callout charge for moving the router upstairs from downstairs. I waited for a week and one of their "engineers" came he literally stapled a cable to the barrister of the staircase and threw a large amount of cable wire upstairs, leaving it lying on the top of the stairs saying he could not do anymore. I had to spend the rest of my day sorting the wiring out neatly. Do not recommend this company, the customer database is big enough they don't care about new customers.
Reviewer
Mongur
Location
West Bromwich
Date
07/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wouldn’t even give one star to this company they steal your money but give appalling Service they have workers who can’t help don’t know nothing my tv and internet was down for 2 days I called over 10 times I was messed about no one could tell me why my services were down after hours of calling back they told me they are doing work in my area and it’ll be down until 7pm called back as it wasn’t back they they mess me about tell me totally different thing and say it’ll be back next day by 9am or earlier I had to call back as it wasn’t back they told me it’ll be back by 4pm I also called the lady I spoke to said she would call me back in 5mins which she didn’t but put down on the System that she called me but went to answer phone what liars honesly this company is so bad I’ve been stressed out so much as I need internet for my work so for one week my internet goes and comes and I’ve been having to call every day the workers there don’t help it doesn’t help that these workers are in India so how the heck are they meant to know anything that’s happening here in the uk they sounded confused had no training in dealing with what was happening in my area they couldn’t even tell me that their was working going on in my area VIRGIN MEDIA you are disgusting taking our money yet giving us bad service I want a full refund on my money why am I paying my bill you are stealing customers money how do you sleep at night this company is the worst I’ll be moving to sky im done with this company you should be reported to trading standards I’ll be doing that aswell
Reviewer
R Harling
Location
peterborough
Date
07/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I am one unhappy customer & to feel how ive just been treated.... Back in March 2018 i stated id like to reduce my Broadband, Tv & Phone package as im want to save some money due to moving within the next few months ( Remember all calls are recorded ) So i stated im moving within the NEXT FEW MONTHS. package dropped for me & they stated my tv box was out of date so im entitled to a free box as ive been a VALUED customer for 23yrs. yep a long time.... The point to this is i have now moved and contacted them about my move & id like to keep my service at my new place thats out of town. BUT? got told they dont supply cable to that AREA. little gutted as always had a great service from them. yes i was happy till i get told they put me on another 12 Month contract ( Remember i stated at the beginning i am moving within the next couple of months ) NOT Happy i stated listen to the recorded message & i stated i am moving so that member of STAFF should of said due to you moving i would advice not to change your package untill you move or it will put you on another 12 month contract & im sure all would agree here with me as i also deal with customers. also she should had stated what the address to your new place so we can check we have cable in that area. yet again another customer service point that should be asked but was not ( they can also listen back to the recording ) so with me now one unhappy customer being told i have 8 months to pay for and me stating all ive said above to listen back & also to hold that recording on file for me to take matters to court if need be, her reply was thats fine you take us to court as you will lose as we are a big company and will all cases and you will end up paying court cost... Then at that point i was more than pissed off with that kinda customer service & i stated if she worked for me you would be sacked on the spot for that kinda attitude.... Now in the post at my new address i have a red letter stating what they will be taking from my account. i have blocked this Direct debit and now will proceed to higher matters. but never again would i now use Virgin Media again...
Reviewer
Tony
Location
Essex
Date
07/07/2018
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have had virgin services on and off over the past 20 years. Yes they have their flaws but so does others! I just switched back to them simply because my BT services had to be reported several times a day to work normally. What you guys need to realise that if th live in middle of no where you will have more issues about broadband and telephone. J live in a town it's a decent size town and we dont get issues. I on my left virgin before because they were expensive. Now they have a £29 deal for all 3 services I tried all others and they charge more for once virgin is the cheapest. Oh 1 more thing most internet providers now will lock you in to 18 months contracts virgin still 12 months only.
Reviewer
Ambrose Bierce
Location
W67JY
Date
05/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Broadband faulty twice in one year. Last time it took Virgin a month to fix it.
Without it again, "expected to be resolved" in a week (!).
Last time the week became a month.
Regretable. I am cancelling my account.
Reviewer
Shelly
Location
Rochdale
Date
05/07/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalled! In 2018, virgin media is a con and a fraud who take extra money of people for nothing! I had payed my normal monthly payment which is alreadyy high (£60) and then was sent a (£104)bill and I DID not purchase anything or made any extra actions which would add to my payment. My package is normally (£45) the fact I was paying £20 extra was already enough and they stil have the audacity to send me a £105 bill. I gladly finally have cancelled my contract with them and every time I tried to in the past, they made excuses! I’m glad to get rid of them. Is. After cancelling my contract. They stil sent me payments like £104 once again so I had cancelled my direct debit with them! Now they are asking for the box and hub back which I find really stingy as I had Been with sky before and sky have never asked anything like that. We are sending our rubbish boxes back which were a waste of time and money and they will basically use these boxes for other customers which means I had been sent a second handed one too. Wow virgin. I hav no words. If they send me another payment. I will be taking it to the court and see what they say about this fraud.
Reviewer
Steve A
Location
Edinburgh
Date
04/07/2018
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
My beef is this. I have a home office but often work away from home. I also need to divert my phone from time to time to a colleague. Virgin have a phone divert package - although it took endless calls and research on line to find this out - however, you can only operate it by physically standing in front of your landline and punching in the divert codes. All other telephony companies I have used in the past offered a package with a remote call divert on-off option. But NOT Virgin. Not only that, but their call divert fee is higher! I have to text a housemate every time and get them to do it. Also, the call divert is just a couple of clicks (no vice saying that it has happened), so sometimes you think it's switched over, when it hasn't. Really primitive.Poor.
Reviewer
John
Location
Woodford Green
Date
03/07/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Customer service poor. Cannot understand any company using call centres in India for English customers. Pure madness.
Having had outages for 2 weeks we are leaving. Hopeless if there is a problem. Avoid this firm- sharks after your money.
Reviewer
Cosmin
Location
Nuneaton
Date
03/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
It is outrageous how in 2018 you cannot have a 3mbps stable stream for 2 hours. I am on the 200mbps plan and the packet drop is so bad. Paying for buffering really. Waste of cash.
Reviewer
Mitchell Ferguson
Location
Belfast Northern Ireland
Date
03/07/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
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.
Reviewer
Michael
Location
UK
Date
03/07/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
I have never been mucked around so much by a call center. It was literally easier for me to cycle 40 minutes with my modem in hand than it was for me to cancel my account. I am currently working in a different country and only have a small interval to call in, and whenever i did I had issues. The last stint I was transferred repeatedly until the 13p/min had climbed to 30 minutes. After being transfered for so long, i began to lie to try to get through the beaurocracy, and then after throwing a tantrum and calling back, some idiot repeatedly asks me why i have been given different information. She persisted for another 10 minutes while only mixing it up with trying to offer me different deals. IF I DONT WANT YOUR SERVICES, JUST CANCEL IT! Lets no pretend like you didnt charge my an extra 44 pounds for the 3 days i was late to cancel; crooked thieves.
Reviewer
Nic
Location
Chesterfield
Date
03/07/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Virgin Media broadband is hit and miss. When it works it is extremely fast BUT I have lived in this house just over a year and the service must have been interrupted at least 75 times so far.
Currently, It has gone off every night in a row for the last 6 or 7 nights. It comes back on again eventually, but it's so frustrating when it goes off in the middle of a film, every day!
As a comparison, I lived in my old house 9 years and I think the BT broadband went off once. Lived here a year and Virgin broadband gone off about 75 times!
Reviewer
adrian
Location
tipton
Date
28/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
had no broadband and telephone now 4 months and no one still not been to fix it just keeps making exuses rubish customer service just keeps putting you off had my payments for over 20yrs they not bothered wouldnt recomend virgin media to my worst friend
Reviewer
Farooq
Location
Bradford
Date
28/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
SHIT SHIT SHIT
ITS EXPENSIVE AND CRAP (YOU CAN ALL
THEIR FREE CHANNELS ON FREEVIEW). THEY ARE A BUNCH OF CROOKS. DISHONEST CUSTOMER SERVICE. BUNCH OF LIARS-ARSEHOLES!!!BEEN WITHOUT THIS SERVICE FOR 7 DAYS. THEY KEEP TELLING ME THAT ITS FIXED WHEN IT IS DOWN. ABSOLUTE MORONS. THEY TAKE YOUR LOYALTY FOR GRANTED. THEIR SERVICE TEAM RING YOU UP ALL THE TIME TRYING TO SELL YOU CRAP WHICH YOU DON'T NEED.
AVOID THESE PEOPLE.THEY ARE PREMIER LEAGUE TOSSERS
AVOID AVOID AVOID
Reviewer
Naomi
Location
Frome
Date
26/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Our internet started getting slower and slower sober started looking elsewhere but virgin said they had a new box and they would send us the tivo box too free or charge and our internet would be super fast. It's worse than ever! We are having to reset the router at least 5 times a day which is not helpful when you work from home after hours and the upstairs TV only runs off the internet! The TV constantly stops catch up programs and tells us to try again later. The issues are ridiculous and to be honest I woukd try another provider
Reviewer
Sadia
Location
London
Date
25/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely ******** service ever. My biggest mistake was leaving sky after 15 years and going virgin. Problems since day 1, closed my landline, still charged me for a month as did sky so had to pay 2 companies at the same time. Every time you call them and they transfer you, you have to go through security again, 1 person says 1 thing another one says something else. Improper training provided, no assistance for them, broadband when on, its on, in the evening everything is slow or just does not work. 4k brand new tv bought 3 weeks ago and still the tv goes black for a while whilst watching or it comes up "channel not authorised". So so sick of virgin please dont make the same mistake I did. I cant wait till my contract ends as I still have to pay full price until the end of the contract. Cant wait to be rid of stupid virgin totally rubbish service overall. You can only be dissatisfied at most.
Reviewer
Ama
Location
Coventry
Date
25/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Absolutely appalling service. At first the broadband speed was okay then it started dropping off intermittently everyday! Called customer services on several occasions, they say they running diagnostics, changing channels etc. and still the problem is not resolved. They refused to send out an engineer for wireless connection problems even though numerous attempts to fix over the phone have failed. The final straw came when I told if I want to disconnect the service that was my decision. Surprise, surprise when I call the disconnections team they offer to send an engineer! Apparently, Virgin and other broadband companies do not supply WiFi so if you have a problem you're on your own. Perhaps I should connect all 8 of the gadgets to the box with a cable! Thank you Virgin for taking my money for no service and basically telling me it's my problem if nothing works not yours!
Reviewer
Fatemeh
Location
London
Date
24/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Poor customer service, i have no internet for 8 dayyys now, tired of calling virgin. Broadband speed was not bad, but once you have a problem which i had twice this year and it took them 10 days to sort out the first one. Its now 8 days i have no internet and tv, and when i contact them they keep putting me through different departments, all of them are absolutely useless!
Reviewer
Andy
Location
Cheshire
Date
23/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Over the years I have experienced poor service from several companies but Virgin Media underperforms the lot - unbelievably bad! I wouldn't take their service again even if they paid me!! Avoid.
Reviewer
Joseph Campbell
Location
Newcastle
Date
23/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Been a member 2 month and I have cancelled and I am happy to pay early cancellation fee as I want nothing to do with this terrible company
Reviewer
anon
Location
Telford
Date
23/06/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
paying for 100mb actually get 30
keeps going off intermittently .have to reboot hub daily due to problems
Reviewer
Marcin
Location
Hanwell
Date
23/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely ridiculous, the broadband constantly shuts off in the neighbourhood, and when it does, it does for days. Virgin media cannot be bothered to send in their engineers so we are left without broadband for multiple days. Absolutely horrendous customer service, ashamed to even be associated with virgin media anymore. I’m paying you to give me a good connection, not for me to sit in my house with no broadband for days because you can’t be bothered to bring in an engineer. Absolutely disgusted by this company. Will never associate with this company EVER again and I strongly recommend you spare yourselves the trouble and don’t either.
Reviewer
Gavin
Location
Wolverhampton
Date
22/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have had email address with Virginmedia for about 7 or 8 years now. Two days ago, i was unable to log into the account. I tried to reset the password etc but found i was totally blocked out. I contacted virgin and spoke to 7 different people all of whom were not English so language difficulty for me being hard of hearing. They checked the account and also couldn't gain access to it. This means that I have lost all my contacts, missed some very important emails, and now have to have all my business cards reprinted with a new email address. A similar thing happend to my brother in law a few weeks ago, who is not quite so tec savvy as me, he is still trying to sort it out. Virgin are a complete waste of space, I wouldn't use them again for any reason.
Reviewer
Shah
Location
Harrow
Date
22/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Ongoing issue for over 4 months with probably 7-8 Engineer visits and 4-5 failed visits which they do not inform me about. Every morning before a visit, text messages are received and only once the time passes and I call customer services do I get informed it was cancelled. Apparently this is a construction issue which I am told multiple times and they cannot complete due to a blockage. Seriously after these many Engineer visits, I keep on being told about this construction issue which never seems to get resolved and always extend the date without guaranteeing anything. Customer care are happy to give a minimal compensation, without any regard to time wasted and days lost from work to wait for failed appointments. If everything is working then all OK, as soon as you run into problems this is the worst company to get it sorted.
Reviewer
Paul
Location
St Albans
Date
22/06/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Virgin Media customer service is actually not the problem, they become robots, as they are individuals who have to read basically from a script. An issue that has a stock response of "our engineers are aware of the problem and working hard to resolve", I mean that means nothing.
Virgin offer a £10 credit and that is appalling.
We have had no TV or broadband for 3 days, an up an down intermittent fault with no end in site, yet they will gladly take my monthly subscription fee.
How many times can they quote, advertise that they are improving the service, spend less on your adverts and more on the network infrastructure that supports your customers.
Reviewer
James Hamilton
Location
Port Glasgow
Date
21/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Whatever you do, do NOT, I repeat NOT, get Virgin broadband. My Broadband has been off since mid May. Sick of phoning Virgin and getting the run around. Been sent 4 texts over last 3 weeks that the problem has been identified and an engineer had been sent to fix it. Had five time frames given verbally over the phone or texted to me as to when it would be fixed, (each one being a worst case scenario). Phoned cancellations a couple of times and got conflicting information on a number of issues. Also phoned customer support twice to raise a complaint. Last person was a female who was useless and only succeeded in getting me angry
Reviewer
Ted
Location
Woking
Date
21/06/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
When virgin works it works incredibly well, but when something goes wrong it is impossible to get a clear indication of policy let alone a resolution. I booked an installation at a new house and asked for my service to be terminated at the current one at the end of the month, it was turned off mid month - all three services phone broadband and tv - when you work from home the first two are imperative - the third not so much. When I phoned on the Friday I was told it was a network fault and just coincidental- on Saturday it wasn’t a network fault but they had disconnected me and would need to fill in a reconnection form which could take UP to 72 hours - Tuesday - they were sorry it had yet to happen but would guarantee that it would be back on inside of 24 hours - 24 hours later- the wrong form had be used and she would now fill out correct form and it would be done in 72 hours - one week later we still wait. I have asked for this to be escalated but there is never anyone higher available to speak to. On a positive note the staff are all friendly and no matter how irrated you get they remain calm - I am guessing practice does make perfect! They should put their technical guys on the same course!
All in all I wonder if just cancelling the lot and going elsewhere would be quicker - virgins broadband speed is awesome - customer service - aweful!
Reviewer
Osamah
Location
Harrow
Date
20/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service, always drops. They send an engineer to my house 10 days later and then it drop a again and the process restarts. Avoid virgin in this area.
Reviewer
Andrew
Location
Carlisle
Date
20/06/2018
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
This is a review on behalf of my parents , this service is in their house i have talk talk and have left a positive review of my own for them.
PARENTS BEEN WITH VIRGIN just over 2 years now but had the service with various comoanies who have all been taken over since 2003.
The speed is fine they get what they pay for unless it breaks.
Its expensive for what it is but mum wont have a sky dish and they dont like change , i keep the virgin package for them mainly because my dad can work it more or less.
the rub with virgin is service now i have said above my own service is with talk talk and they get terrible reviews but my experience has so far been positive , but virgins service is a joke.
The service tv , phone broadband breaks entirley od partly on a regular basis , its not unusual to have no internet and or phone for several days and they wont tell you you find this out yourself.
the last time the phone had been off a week myself and my mother tried to point out the need for a housebound couple in their eighties one on crutches the other in a wheelchair to have a working phone line.
The staff dont seem to care its a shame as the service is good if expensive when it works but its not working a lot.
Reviewer
Monica
Location
London
Date
20/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Horrible customer service and nightmare policies. The customer service is an absolute joke, none of their representatives speak proper English and never understand the issue, he takes a hell lot of time to make them understand. We are in the process of moving houses, and wanted to transfer our existing services. Virgin Media mentioned the area we are moving to not serviceable by Virgin as it is new build development. And now they are charging us Early Termination fee of £140. This is absolutely ridiculous. It's not our fault if VM can't provide their services, why should we shell out £140. We are so done with them, it's either Sky/BT going forward.
Reviewer
Michael
Location
London
Date
16/06/2018
Ratings
Satisfaction
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Broadband speed and quality is good! However, the customer services is very poor! There’s no way to terminate the contract other than by phone call, we need to know why we cannot cancelled it on the store?!
Additionally, on the phone line, they asked repeating question, my phone called was 25 minutes! For one simple enquirery, didn’t even complete it! (The lady hanged up!)
Also, somehow the lady was asking for my sort code, sort code is okay but she stated ‘the code on the back of your card’, I don’t why she’s asking for that but I will not give out that information and I hope everyone that is reading this to keep their security code to themselves no matter what.
Overall, I hope they will provide more staffs that can deal things professionally and be aware some of the staffs need more training as they just hanged up on me and she put me on the wrong contract termination date. (which I’ve called again for another 10 minute.)
Reviewer
J
Location
Liverpool
Date
16/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Moved house. Arranged with moving team from virgin media or so we thought!!!!! No job booked apparently. Spent 3 hours on phone to customer services/ moving team etc none of whom are in this country! Still not got phone or TV 1 week later!! Cancelled and going with Sky. NEVER GO WITH VIRGIN MEDIA THEY ARE A COMPLETE JOKE
Reviewer
Carina
Location
London
Date
15/06/2018
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Kept disconnecting from wifi even though we paid our bill, think VM wants tips...
Reviewer
J Vandelay
Location
London
Date
15/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
DO NOT CHOOSE VIRGIN UNDER ANY CIRCUMSTANCES: THEY ARE TERRIBLE.
Been a Virgin customer for quite a few years. It used to be OK but has got progressively worse and is now just terrible to the point of being completely unusable (June 2018).
We have been having poor broadband for months, and repeatedly asked Virgin to fix it. The customer service is very poor, so this involves hours on the phone, and waiting a week or more for an engineer appointment. The broadband is now more off and on, and has become unusable.
It now turns out that Virgin have a problem of "too much usage" in the entire area, which the engineer tells us has been an "open ticket" since last November, but they do not expect to fix until September at the earliest. In other words: Virgin know perfectly well that they are providing a rubbish service to a large number of customers, but cannot be bothered to do anything about it.
Now changing provider. Goodbye Virgin.
Reviewer
Marius
Location
Birmingham
Date
15/06/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Virgin Media customer service is an absolute joke. Same goes with their policies. Got an upgraded bundle with 2x speed internet from my previous that included phone as well. I was only interested in the internet so I haven't even got a phone. Last bill they charged me for phone calls to certain mobiles!!!! When I called to explain the issue they send they will send an engineer to check if it's a cross-line and said my DD will be paused until this is fixed. Apparently a massive lie because I was still charged almost 3x my normal bill amount for phone calls when I don't even have a bloody landline! This is an absolute joke and I hope the authorities get wind of this cowboy behaviour
Reviewer
Ann
Location
Coalville
Date
14/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Awful Service and customer care. Ongoing simple issue for 9 mths, days off work for virgin to come out but they don`t& if they do they cant help. Finally given £290.41 in credit but then they add this amount to my bill instead of deducting and issue STILL NOT resolved.
Reviewer
Mrs Karen Elwell
Location
Telford
Date
14/06/2018
Ratings
Satisfaction
4.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Even though we have been pleased with our Virgin packages for over 20 years, we find it rather sad that they are not prepared to match a price offered from a competitor site even though we have been a loyal and prompt paying customer for so many years. If that is the way Virgin treat their loyal customers then shame on them. We noticed that a new customer can get a good deal though!!
Reviewer
Vaiva
Location
Cardiff
Date
13/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bad connection! I’m a new user of Virgin Media and the wifi was not even working good on first months! Everything struggles to work. Sometimes wifi just turns off for 20 mins and you can’t do nothing to make it work. At firs I was thinking that maybe the device has some problems or something like that and i’ve checked on the website that maybe there’s a problem in the area but always answer was positive that everything is perfect. I’m very very disappointed about this...
Reviewer
Peter
Location
Huddersfield
Date
13/06/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Rubbish.
i've been a VM customer since the early days. ( cableinet with dial up)
i've upgraded every time to there highest packages. ( NO TV )
for the last 2 years its been less than useless.
I have always told people to go with VM. but not any more.
this year there services has been pathetic. the customer service is worse. And i am done with the garbage excusesevery time i call for support. ( once or more a week )
DO NOT USE VM....!!!!
:(
Reviewer
T joseph
Location
Kent
Date
13/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Cheating on your bills without telling they take
Installation charge and activation charge, they will
Say all lies to get you moved to them, as a broadband
Speed and realisability are good don’t not trained
Customer sales team, will try to cheat you for money
Reviewer
Richard
Location
GLASGOW
Date
12/06/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Call centre could not have been more unhelpfull utterly useless.
The engineer however was great and is very helpfull.
Reviewer
Ant
Location
uk
Date
11/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Complete dogshit.
Paying for 200Mbits and lucky to get 100Mbits. Rang customer service and all they just tell me I'm getting 200 and there's nothing to be done. Complete bullshit.
Also service regularly goes down. The wifi router is shit and has a range of about 10 yards.
Never going with them again.
Reviewer
Mo
Location
Nelson
Date
11/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Virgin media customer service is very poor they were having a laugh about a disability I had saying how do you do daily things such as play on the Ps4 or use a phone, they said get your family to end the call and questioned my problems. I asked a manager to listen to the call and was shocked to hear from the manager that the adviser didn't do anything wrong, even though Virgin media have one on the best and fastest broadband, I would rather go else were for the friendly customer service like sky or talk talk, been with virgin for over 5 years and they treat customers like dirt, Disgraceful.
Reviewer
Ketan Thakrar
Location
Ealing
Date
11/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Be carfefull virgin media OVERCHARGES all its customer's. Have checked my bill over 1 year every bill was incorrect.
Checked my families bills all were wrong by 20 percent if you complain they take NO notice and cut you off and ruin your credit file.
over 1t hers my mother overload by 19mthousand pounds... yes 19 thousand after 2014 I took over ever bill is 20 percent more than I agreed with every excuse under the sun.
This company is crooked. Check your bill closely. Don't be surprised if you get cut of as soon as you complain.
They won't send you a bill. Been asking for one for two years. CISAS are of no use. Trust me this this is going to be the next big scandal.
The directors shoukd be behind bars it's a criminal disgrace
Reviewer
KJad
Location
Cardiff
Date
10/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute rubbish after being with virgin for 5 years+ giving them chance after chance every month the service internet phone lines are intermittent when you call in no one seems to care as you're in a contract. I would never use virgin again you have gone down hill along with your service.
Reviewer
Peter Coxall
Location
Norwich
Date
09/06/2018
Ratings
Satisfaction
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
What a dreadful company. It is our 6th time that we have been unable to access many of the normal channels because we are seemingly 'not authorised' to watch certain channels including BBC4!!
Their help line was unable to help. However they booked a technician to arrive between 8 and 12 today, Guess what....they didn't arrive and could not even be bothered to call me.
It is time to move onto a new, more responsive, media supplier.
Reviewer
Samson Venture
Location
Brighton
Date
09/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No, no, no, no, no. 3.1 average is so, so fucking wrong. Don't even fucking start me on how bad they are. Internet wrongfully disconnected for a week (while under contract of course), false information conveyed, drops out regularly anyways. What the fuck? 2003 called- they were doing a better job. I rate them 0 stars, but am obliged and absolutely disgusted to allow them to even pull out a single star. Essentially, DO NOT FUCKING GO FOR VIRGIN EVER
Reviewer
Oscar
Location
England
Date
08/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful... absolutely trash. Can't even run a game without lagging and disconnecting. Happens to all of my friends who has virgin WiFi. And I'm very sure Richard Branson got a knighthood...what for...his failed company.
Reviewer
Karl
Location
wigan
Date
08/06/2018
Comments:
Absolute rubbish , trashed the cladding on front of house, then bodged the repair and tried to say wed had it done badly in first place, customer services just dont want to know theyre short of saying blah blah, to your face waited 3 months for netflix even though it was part of package , they said so what its free youll get it soon.broadband is hit and miss.and good old Richard gets a knighthood, what for fleecing folk? Absolute disgracefull company
Reviewer
Tammylea
Location
London
Date
07/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely disgrace and disgusting service and company. Charging my father whose in poor health condition a phone bill that was off for 6weeks. My father has been in hospital for a long time only to come home to a phone bill from virgin media charging him a large amount even tho his phone was off for 6 weeks due too poor wiring. I have reported the problem twice within 6weeks and nothing was done. So how nice of virgin media to give him a bill for something he has used. Never use this company they are a disgrace
Reviewer
David
Location
Watford
Date
07/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Worst broadband service in the UK. Please don't be fooled by the high speed that they are advertising. It's like having an high speed train on an old track. The service has been unreliable from day 1 and this issue has continued constantly. There is always network problems. Can't wait for my contract to end. Never had an issue with BT broadband so I'm very sorry that I switched to Virgin.
Reviewer
No Virgin Magia
Location
surrey
Date
06/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Unfortunately I renew my contract on last October. Agreement was £30 a mounth but last 7 mounts twice I payed £30 the rest was between £35 to £40 without usage . The worst thing is customer care agent is like having fun with you. They are so rude and only one i could talked to manager and i could not believe his immature behavior. Do not go for Virgin Media.
Reviewer
Jess
Location
Warwick
Date
06/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company I have ever come across in my life. Clearly should have checked the reviews before signing up as it’s obvious I am not the only one left absolutely fuming with the customer service received.
It must be compulsory to be rude, unhelpful and damn right arrogant to work for Virgin, the worst being the Managers.
I warn anybody that is thinking of signing up to Virgin, it’s nothing but hassle. You get a better deal and can rely on Sky 100%, I have them coming to install tomorrow.
Reviewer
Alex Jonson
Location
Doncaster
Date
05/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We are currently without internet again! Totally rubbish. The biggest rip off going.
Reviewer
akbar
Location
birmingham
Date
05/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
John Hadnum
Location
N ireland
Date
05/06/2018
Ratings
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Shocking service from start. First of all promised “a very special deal for today only”. Meant to be the VIP package at a very special rate. Of course I did not get it and I was gobbed off with “we don’t offer that” but very conveniently for them they did not have a recording of my call. Broadband speed fluctuatesceildly and we have had a problem withe Netflix. Dead slow. Also have a dea spot in the house. One advisor told me to phone up to request a Netgear Powerline adaptor which I was told would be available from 6 June. When I phoned up I am told I have to buy one. Shocking - if their signal is poor, and we have Virgin fibre, outside our door, I feel it is there duty to sort the problem out and not to tell me to buy something to ewsolvevthe problrm. Really disgraceful service and I would not recommend them to anyone Wish I had stayed with my previous provider! Disgusted !
Reviewer
Andreia
Location
Exeter
Date
05/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Me and my partner tried to get virgin at home. We booked the installation for last Friday and received the equipment that came with missing pieces. We waited for the technician to sort the problem and after all day waiting were told that he would only come today (tuesday), when he came told us that was not possible to install virgin here. Went to the shop and no one actually tried anything to help us. We still don't know why we can't have this because the only thing that the manager did was cancel our service without even asking us if we would like to have the problem sorted. We were once again almost 2 hours in the store looking to the manager on the phone (this hadn't told us what he was doing) and after all this he told us the problem was sorted and everything was cancelled. Awfull service and organisation. The manager didn't have any knowledge about the engineer coming to our place and there is no one we can actually talk with about a problem. When we left the shop we looked for another servidor and found a sky shop, they were completely into everything about service and we were helped so much better in here!
Reviewer
Mark
Location
Manchester
Date
05/06/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Ever since we got the new box and router from Virgin Media we've constantly had issues with the broadband. It stops working at least once a week. Had no broadband all day Sunday 3rd June. Same happened a couple of months ago and was promised a rebate on my bill by customer services. Never got the rebate, they actually added £4 on! When I eventually got through to customer services on Sunday I was told there was a problem in my area and it will be sorted at 9.25pm which I thought was a very precise but odd time. It still wasn't sorted at 5am Monday morning. I begrudge paying £80 a month for a service I can't use. Am shopping around for another provider but Virgin are the only ones who do fibre optic broadband in my area. Old router we had before the so called upgrade was much more reliable and faster. Virgin customer service are diabolical trying to pacify you when you call them from the scripted sheet they work off, and the call centre is in India so you have a hard time trying to understand them. Waste of money. Avoid at all costs
Reviewer
...
Location
Plymouth
Date
04/06/2018
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Fastest Broadband speeds,But isn’t overall reliable but problems usually fixed quickly without any problems
Reviewer
E
Location
London
Date
04/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
For a few months everything was fine until one month I was charged way more than expected. When I called to find out a reason for this they lied to me twice. When i proved them wrong the manager was extremely rude to me so I left virgin media. NOT RECOMMENDED!
Reviewer
Maggy T
Location
Winchester area
Date
04/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I signed a contract for broadband and landline. When the contractors came they said they had no instruction to install the telephone, and they now say there is not the capacity to do so. Very disappointing and feel I have been cheated. I signed and they signed, but .... I have to pay quite a bit to have a separate phone and that was not the deal I signed up for. Beware cheeky chappies with their sales talk!
Reviewer
Nour
Location
Wembley
Date
04/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I moved to Virgin because of the fibre broadband. I was not interested in the phone, but they convinced me that just paying 2£ extra getting a 29£ package I would get phone and tv. Did that and then they said it would be easier if i gave them my current phone number, as it would be easier to move my current phone and then they would automatically with my current provider in cancelling our services. I did that. They installed the broadband but they said they could not install the phone, but they would contact me in a couple of days. I was never contacted, so I called and they said that sorry but still they could not give me an appointment for the phone. Afterwards, my first bill came, it was 135 £. I called virgin and they said not to worry that because the system sees that I do not have phone installed, it is not calculating properly my bill and that they would put the extra on my next bill. The next month, again my bill was very high, called virgin and said that they had a capacity issue and cannot install the phone. I realized then that also my previous provider were still billing us. I told them that why did not they cancel my services and they said that because they could not install the phone they did not cancel. After talking to manager, instead of fixing the problem the solution they gave me is to move to a more expensive package without phone of 45£, to cancel or to go to deadlock. They told me if i accepted the new package or cancelling i was not allowed to make any further complaints. They did not want to reimburse my activation fees, or the fact that i was paying for phone but never got the service. In addition, that i was being billed from another provider. The manager was so rude and kept on saying that all this is in my contract. When i asked her to tell me where in my contract does it state this, she said she said she will come back to me. She called me again, and said it was not in the contract but they could not honour it and these are the solutions they are providing me. I asked her to send me in writing and she said that that this was not part of the process they followed. It was a nightmare.
Reviewer
Complain 1
Location
Surrey
Date
03/06/2018
Comments:
- very disappointed
- 3 engineers have visited and they had no clue
- Problem still exist
- I seriously don’t recommend using Virgin to anybody
Reviewer
Yurek
Location
Whitefield
Date
03/06/2018
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
When the internet’s actually working it’s pretty good but every 2 days or so something breaks on their end and it takes at least 3 hours of no internet to fix. Always says an engineer is on the way but I’m starting to think there are no engineers because every 2 days it’s breaking. They really need to sort their issues out
Reviewer
Lewis Harrison
Location
Nottingham
Date
02/06/2018
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking! No even close to getting what we pay for. The broadband is up and down all week long. Get told over the phone there is nothing wrong when we can clearly see there is. Do regular tests and we have a package for 150mbps-200 and we are getting 5! Yes 5! Virgin media are very poor and don't recommend to anyone.
Reviewer
Ioana Borha
Location
Stanmore
Date
02/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst service ever , they catch you with 12 month contract , when contract expire they will not contact you so you will find an surprice bill charge !! Be carefull
Reviewer
Calvin
Location
West Yorkshire
Date
02/06/2018
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Unparalleled quality from the 80s.
The broadband speed is pretty good but the router is absolute garbage and only covers the ground floor of my house so the devices that use the internet (which all happen to be upstairs) receive next to no reliable connection making watching videos, playing games and listening to music next to pointless because I have to watch videos in 144p, can only play single player games and music has to buffer every five seconds.
When you actually can connect to the bloody router the speeds are good, but what's the point if you're restricted to the same room as your router?
My old AOL router from the mid 00s was better.
Reviewer
Kieran
Location
28 chestnut avenue
Date
02/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Your internet is the worst ever
Reviewer
Anon
Location
Wakefield
Date
01/06/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish. Incredibly inconsistent and slow most of the time.
Reviewer
JUST CALMED DOWN
Location
LONDON
Date
01/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
STAY AWAY!!! Even if you have to pay more, go with any other company except these scammers! Can't even be bothered to waste anymore time writing about this company. They have lied so much and are totally unreliable in terms of repairing faults. Been waiting 3 weeks and still not reconnected. Goodbye and thanks for absolutely nothing!!!
Reviewer
Michael
Location
Belfast
Date
31/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Camelia
Location
London
Date
30/05/2018
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The contract negotiations you do over the phone are not added to the contract,so they will tell you yes to what you ask for and charge you for what they want.you get connection charge, disconnection charge, equipment charge.My offer had £50 off to you when you join and to the person who recommended them- it was missed.
The speed is faster than of other providers,however less than what you pay for.Mine was vivo 100 , on speed tests i received below 50 and that was with router on the table.
The thereafter fees always applies,it doesn't matter if you specify that you make the deal for only 12 months or the length of the offer.If you try to contact customer services you better be prepared to wait more than 20 min ( 19 min and 28 sec) just to find out that the system said that ...it is your fault. I hope that one day the regulators are going to force them to reimburse customers for not respecting their contractual services as they did with the banks.Until then good luck!
Reviewer
Emil
Location
Wimbledon
Date
30/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
A lots of marketing for this company with no purpose!!
Made contract with them and already in the first month booked 2 services because they can’t fix the issue. Took 80£ for the contract and services and now I’m waiting to do my paperwork with no internet till next week when of course another engineer is available. Please be carefull with what you chose looks they don’t have any issues with the direct debits but they have issue with theirs services. Such a putty for the money that are investing in marketing fooling the people’s eyes
Reviewer
AndyC
Location
Liverpool UK
Date
30/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
With I could give the reliability score a minus. Truly awful.
Reviewer
Eva
Location
LONDON
Date
30/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible! stay away! I want to move away from them the moment my contract will allow me.
Reviewer
andrew nicou
Location
tyne and wear
Date
30/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
i was with these for ove 20 years, last 5 years were terrible lied to all the time, never notified of rip off discounts running out, never sent a bill or email for at least 5 years, bill raised from £52 to £98 and i was told i had to pay this for 12 months as i signed a contract, another lie, waste of time ringing tbem as more lies, canceled direct debit, move to another supplier, they never stopped calling and sending letters until i paid what i didnt owe, bunch of thieves,
Reviewer
Natasha stell
Location
Trowbridge
Date
29/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bad place, didnt even get my virgin installed, twice they told me i will be getting it installed and they never done it, very very very unreliable never going with them again!
Reviewer
Riaz Ahmed Bibi
Location
BRADFORD
Date
29/05/2018
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Very bad conection when someone calls me or if I call them I can't even hear them and they can't hear me I pay the right amount but I still don't get good wifi it has been 2 years. I have never done a complain virgin media fix it
Reviewer
Amjad
Location
Slough
Date
28/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
New to virgin media not impressed at all wifi signal in house is rubbish probably crap router been with plusnet customer for few years will go back once contract runout money you pay for speed you will only get half of it stay away
Reviewer
David Watson
Location
Exeter
Date
28/05/2018
Comments:
Virgin Media are incompetent.
I have made 10+ complaints abd the idiots still email me Dear Mr Ben Roberts..... THAT'S NOT ME YOU BLOIDY IDIOTS.
0/10. RIDICULOUS.
Reviewer
Andrea
Location
Northern Ireland
Date
28/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible. Service doesn’t reach the full house and does not work at all in one of the rooms, which unfortunately is the study, where the computer is deemed basically unusable due to not being able to connect to wifi. Stay away from Virgin Media.
Reviewer
David
Location
Monkspath, Shirley
Date
27/05/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
****, in a word. If you have a provider that limits bandwith of competitor services then, simply put its not a provider. Don't buy it ever, sly tactics deserve nothing. I spend more time using my mobile phone data than this sorry mistake or a service- money back please
Reviewer
N
Location
UK
Date
27/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Service was acceptable until the new TiVo 6 installation. Since then is absolutely shocking, WiFi drops out literally every five to ten minutes making internet use impossible, and you can forget YouTube or Netflix. Service engineers couldn’t lie straight in bed. Virgin media, a service not fit for purpose. Please do not waste your money or time subscribing to them.
Reviewer
Jim
Location
Radcliffe
Date
26/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had Fibre Optic broadband from virgin in January 2017, May 2017 I had it removed, after constant calls to virgin and seven visits from engineers in three days, a complete new system fitted and we still had no broadband, this is the worst service I have ever had, dont waste your time and money.
Reviewer
John
Location
Oldham
Date
26/05/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Although Virgin probably have the fastest speed rating they are NOT the most reliable the broadband quite regularly drops and as for streaming that is a joke . The most irritating thing about them though is the fact that when you do have a problem and you need to speak to someone you very rarely get someone in the UK on the other end of the line they are in another country thousands of miles away and don't speak very good English and they can sometimes be very rude so i am not impressed with customer service at all so if i can find another Broadband service with speeds that can equal Virgin media then i will be moving .
Reviewer
Assia
Location
Mitcham
Date
26/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst service ever!!! Everytime we have a internet connection all they do is book a technician to come and check their equipment! And after receiving tens of messages about their appointment sometime the engineer doesn’t even turn up! When he does turn up he says no issues you are in a area where virgin connection is slow so this happens!! They take your money for the whole month! Make you take days off work for their engineers not to turn up!! The customer services staff are rude and have no solution other than booking an engineer! To avoid at all costs!
Reviewer
Sheron
Location
London
Date
25/05/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am not impressed with Virgin Media. I thought this company was one of the best regarding the speed and broadband reliability but that is not so. My TV and internet keeps buffering despite being given a booster modem. When I contacted customer service, I found the advisor to be abrupt and he refused my request to speak to the manager. Stay away from them is my advise. They’re okay to take your money but when you have a problem they fail massively.
Reviewer
Marco
Location
London
Date
24/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
STAY AWAY! It's pricey but always faulty. Customer service is not existent. I have booked a technician so many times and never got one, it was always cancelled last minute because "the problem in the area was fixed" while the main problem is my router alway flashing.
I am having a problem EVERY SINGLE DAY, connection comes and goes.
After so many calls (alway charged, of course it's their fault, but they charge you even to report it) I got to speak with a "manager", his name is Goram or something like that. What can I add beside USELESS? I said I didn't want to pay the bill for the current month since the connection is extremely poor (in a hostel room on the 6th floor with the router on the ground one it would probably be faster) and he said he couldn't do anything... not eveb a discount? Well, I guess being manager or bein an call centre operator doesn't make any difference then.
Can't wait to get rid of this horrible company.
STAY AWAY, trust me!!!
Reviewer
billy
Location
Gatwick
Date
24/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Good if you want speed and reliability. HOWEVER BE WARNED if you want to cancel.... good luck, 2 phone calls and on the last call I had to ask 5 TIMES to cancel if they couldn't meet what another provider was offering but the sales agent continued to try and sell me what I didn't need!! I had to be rude and abrupt with him to make him listen and when he finally got the hint he was rude and abrupt back, rediculous he reacted like a jilted lover!! he then rushed he explained the terms of billing and cut offs so fast I could take anything in or write it down. just terrible. now a credit for services they have charged me for which I shouldn't have been charged for are being sent by cheque..... in 45 days!!
online help is useless don't use if you need any support at all!!!
terrible and I would never go back, I would rather pay more and go for sky!!! or even better now tv!!
Reviewer
Marci
Location
Northampton
Date
23/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst service ever... It's not even a service.30 quid and the internet goes off everyday for few hours.
The customer ' service ' absolute ridiculous... once they even tried to scam me for asking my bank details date of birth AND THE CCV SECURITY PASSWORD. Million times reported to them about the problems zero action .
STAY AWAY FROM THEM .
Reviewer
Mike Downs
Location
Merseyside
Date
23/05/2018
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Speed: Fantastic Speed, I usually get faster than my package should be and you can download as much as you want.
Customer Service: Very annoying with their automated lines that you usually have to call more then once.
Reliability: Not very good, Over the last 18 months I must of called them a good 10 times about outages (and that's only the ones I bothered to call them about) always with the same excuse NOISE ON THE LINE.
And lastly a word of warning, keep an eye on your bills they go up often without notice.
Reviewer
Graham
Location
Berkshire
Date
22/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
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
Reviewer
Samantha Roberts
Location
Bristol
Date
22/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really poor customer service and the tv box keeps going wrong. Super disappointed
Reviewer
Jody swift
Location
Chesterfield
Date
21/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Well where do we start. Our bill we agreed to was £55 for the 12 months we were in contract. Then after that 12 months they increased the price by more than £30, charging for phone calls which we hadn’t used, we don’t even have a phone. Also once your contract has ended there seems to be no customer loyalty service, as unless what your wanting is more money then there isn’t anything offered to you. They seem to offer you a great price to join then they just bang your price up. Also customer services is absolutely shocking, you can never get through on the phone, also the online chat customer service is a waste of time and energy they have no access to anything at all so what’s the point. DO NOT SIGNUP WITH VIRGIN , ITS A TRAP AND YOU WONT GET OUT EASY, VERY VERY COSTLY AND BAD.
Reviewer
Mirela
Location
Harrow, Londom
Date
20/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst network I've ever had. I can not believe that I was fooled by the gentleman who knocked at my door and told me that he was making me a good offer ... and I decided to give up on sky for virgin media. There is no signal except in the room where is located the router, if I go upstairs in the bedroom I no longer have signal and I pay £32 per month for this. The internet interrupts often, very often, sometimes even 2-3 days until the malfunction is solved. I have a lot of work to do on my laptop, a lot of projects for school and this is a disaster for me, not having internet. I try to call and tell them about the poor signal and they try to sell me 2 extensions for £50 each!!! But if the signal is bad even close to the router, what is the point of paying more? Fiber optic speed my a**!!!
Reviewer
hamed
Location
Edinburgh
Date
19/05/2018
Comments:
Stay away from Virgin Media Group, I have had a bad experience with these lot. They tried to charge me for services they did not provide, after waiting for months to be connected I decided to cancel. Then I realized my information was passed on as a credit defaulter and as you guessed I now have bad credit score etc.
Wasted so much time call them to rectify this but they did not bother to rectify anything.
Reviewer
Kamil S
Location
Ealing
Date
19/05/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
When the service works everything is ok. The problem starts when there are any faults. Lack of customer service and care, technicians missing the appointments and really hard to re arrange visit even if technician missed the appointment. So if you go with the broadband, pray you won't have any issues otherwise you will be out of service for a week or two at least . They diffinitly need to train their customer service staff and technicians
Reviewer
Linden Adams
Location
Stoke
Date
18/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I honestly thought Talk talk was bad but this company has taken it to another level. Phoned after wks of cock ups by VM incidentally nothing to do with Richard Branson they separated years ago but kept using the name, I called because my bill for broadband was £70 when in fact is should of been zero due to previous cock ups and lies. They informed me that I had been billed incorrectly and said not to worry, guess what they still took it from my account anyway just before bank holiday. I phoned they said sorry the money has been refunded to my account weekend with kids ruined but assured money was going back into account by Wednesday, two weeks later no money so I have terminated contracted. Only to be told they would charge , see you in court knob heads I'd guess. Run away if approached.
Reviewer
Karen
Location
Southbourne
Date
18/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not waste your time getting Vigin in the Southbourne area. They can’t provide a reliable service at all. I have just been told I will have no internet for the next 5 days. That is 6 days without internet. This is the second time this has happened to me in the last three months. Apparently, they will compensate me but it does not make up for the fact that I need internet for work and that they did not compensate me last time it happened. Nit inly that but no email to warn me this was going to happen. I will leave them as soon as I can!
Reviewer
Larry D
Location
Walsall
Date
17/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
When the broadband is good it’s amazing but when it goes wrong the customer services staff will lie and do anything to get you off the phone without helping.
Reviewer
Jun
Location
Sutton
Date
17/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My package £33 a month. End of contract they charged me £80..... and renew after 2moth again they charged me £80. I wasted my money, time and stressful. When phone to them strange excus! End of this year will cancel and never ever use this robbery company. Another users please check the your bank statement every month!
Reviewer
Olena
Location
Cheltenham
Date
17/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
customer service is awful - at first they charged me for phone usage - while i do not even have a phone...apparently it was test calls the engineer made when installed the line. then when i finally stopped the contract, customer service wanted to charge me for days outside of the contract - until i forced them to recalculate the charges, had to speak to the billing department - at which point they realised they miscalculated...when i started the contract - i was promised 32£ p/m, and after 12 month - 45£. the first bill that came up after the promo year was 49£ - for no one knows what reason. their employees who handle billing seem to miss basic finance training. will never come back to them again
Reviewer
Kia Orana
Location
Nottig Hill - london
Date
16/05/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
After unreliable experience w BT i switched to virgin over a year ago. At the beginning we were all v impressed. But in the last few months it has vecome very unreliable and it has slowed done too.. Some days we will have outages up to 5 times a day. In the past 10 days it has been a nightmare. First there was an area fault, then after waiting for several days an engineer came and reinstalled the whole thing. Adter that it beca,d more erratic. Today it stoped workimg altogether. The call center told me there was no equipment registered. It ‘only’ took 3 calls..... i am now waiting... unfortunatley the 2 other providers i want are not in thus area. Do not get virgin!
Reviewer
Gerard
Location
Belfast
Date
16/05/2018
Ratings
Satisfaction
4.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Over view
1, check what they charge for.
2, Keep a record of your contract start and end date to avoid a shock.
3, they aren’t perfect, no one is.
4, Value for money ???
Read more for deatil of my own experience..
Overall Virgin media offers a very good broadband service, but were it fails is it’s customer services it simply isn’t good enough, i.e. moving home with them is made more difficult than it should be, there are considerable extra charges which came as a surprise despite me making it very easy for them, bascially i didn’t need an engineer it was pretty straight forward to install the service. i gave there customer service two stars due to there willingness to solve the problem that they created otherwise it would be a 1. I remain with virgin due to poor service/value/quality from other services in my area.
Reviewer
Derek
Location
Edinburgh
Date
15/05/2018
Ratings
Satisfaction
1.00 stars
Comments:
I originally started off with a broadband only package, as I felt that the phone was just a waste of money. I was later talked into taking the phone for a slight increase in cost. The cost rocketed after the original contract and now Virgin are telling me they don't charge line rental for the phone ( lies )and I can't go back to a broadband only package. I feel I've been conned .
Reviewer
Jester
Location
Middlesex
Date
14/05/2018
Comments:
Very bad service..not reliable..even after telling them to cancel the connection,the staff say okay we will and after some days they say you have an outstanding balance to pay,if you do not pay we will report bad credit on your account...the other broadband services are far better then virgin media..very disappointed with their service..will never recommend anyone.
Reviewer
Derek
Location
Kirkcaldy, fife
Date
14/05/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never again will I touch virgin, my old router packed so they replaced it, it always disconnects for hours on end, speed is slow, they have the nerve to charge £48 which includes line rental, I now have vodaphone super fast broadband fibre optic for £25 per month at 76mps which includes line rental,
Reviewer
AA
Location
London
Date
12/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Not reliable at all. In the last 10 months I call support at least 20 times. What's the point to have fibre if you can use it just sometimes?
Reviewer
Kishan
Location
Stanmore
Date
12/05/2018
Comments:
We recently received a marketing call from Virgin Telesales team 10, a lady by the name Abi. As we are not with Cirgin on the broadband package ( we are with sky) she offered us the fibre 100 package ( telephone and broadband only) at £29 per month. The deal was good as am currently paying £38 with sky. I did inform her that we had previously tried to join virgin for broadband but were informed that no space is available in our area. She confirmed that space was now available. I informed her that as I was with sky, before I join virgin, I needed to find out when my contracts end with sky and what the cancellation charges are, so as to avoid unnecessary double charges. We agreed that I would call her the next day after speaking with sky. I did speak with sky and they told me the cancellation charges were £44, which was acceptable to me, hence informed sky to cancel my contract. I immediately called Abi, who stated taking my details down I order to join Virgin. Half way down the call, the phone got disconnected, since then I have been trying to contact abi with no luck. I then tried calling virgin through their helpline, spoke to another sales consultant who informed me that I could not join Virgin as no space was available in my area. This was a shock to me since Abi had promised me space was available, and based on that I cancelled my existing contract with Sky. This is tiattalynnot acceptable of virgin, luring new client to sign up for a deal, making them cancel their existing contract with other providers, only to inform them later on that they cannot provide the service due to unavailable space. I will never join Virgin ever again due to poor business ethics.
Reviewer
Steve
Location
Leicester
Date
11/05/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Virgin Media's standard business practice is to bill you for a full month in advance despite receiving a prior instruction to terminate the connection.
On top of this, refund of your mandatory over-billing is via a CHEQUE. This is apparently preferable to a direct transfer back in to the account you paid them from. I can think of two possible reasons for this:
i) It's 1993
ii) Virgin Media are hoping you are too lazy to deposit the cheque so they can stiff you on the bill they should never have levied in the first place
Which do you think?
Reviewer
billand
Location
Preston
Date
10/05/2018
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I've been with Virgin for near enough 4+ years initially had the TV service & a line but found we didn't use those so whittled down to just the 100mb BB i'm now paying 40pound plus for an actual 32.39mb needless to say not happy.Service has been choppy last couple of months we have busy lives not got time to always chase dodgy BB service, so i'm glad that my mobile contract has unlimited data to fall back on.
Reviewer
Mike Chapman
Location
Derbyshire
Date
10/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hopeless from start to finish. Avoid them at all costs. Difficult to imagine anything worse.
Fitters came to install cable in the dark with a shovel. Couldn’t see what they were doing, couldn’t dig the hard round so cable ended up on surface of drivebeing run over by cars. Speed varies between 110mps and zero. Often cannot get on broadband at all, phone doesn’t work, have had to restart the tv box on numerous occasions. When you dial for service the computerised systems say all OK. Very difficult to talk to a human being. When you do they don’t all back. I’ve had my problems for 6 months since installation and it’s getting worse. Try BT or SKY. I’ve had them both and they were both better. Virgin are an unmitigated disaster with no service organisation.
Reviewer
Lucy
Location
Tooting
Date
09/05/2018
Comments:
Wish I never signed up with them. I have never dealt with a company with such poor service. Originally we were told 2 weeks for installation, they kept moving it back and back and took 3 MONTHS to finally have it working. They would arrange an install time, (and I actually took a day off work to be there for this), and no one showed up! I called to find out when they were coming and they moved the date again with out telling me!
They gave us 3 months of movies 'free' as an apology, and then started charging me £20 EXTRA a month for this and will not refund me!
Absolute con of a company and do not deserve any stars at all.
Also when I have tried to talk to someone on the phone, no one knows what they are doing, when I ask to talk to a manager there never is one, and when I finally get hold of one, he was rude, unhelpful and hung up on me!
I bought this because I thought fibre optic was supposed to be high-speed and efficient. But it freezes regularly and we have to restart it every week or so.
Joke of a company, DO NOT SIGN TO VIRGIN.
Reviewer
Marvellous
Location
Date
08/05/2018
Comments:
They don't even deserve any stars from me. Absolute **** with their services, I've had people sleeping on the phone to me, hung up the phone on me, over charged me for two properties for no reason, yet they still have no clue as to what's going on. Worst company ever, waste of time, can't wait to leave them.
Reviewer
Psychologically Scarred
Location
Hertfordshire (virgin media area 24)
Date
08/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Paying for 200mb service, which we maybe hit a few times a day. Unfortunately we also hit under 1mb/sec speeds regularly. 4 engineer visits. 2 hub replacements. It appears we're suffering the "utilisation issue" where Virgin oversell the service in the area, leaving the system unable to supply the promised speeds, and prone to complete dropouts, multiple times a day. Watching Netflix without buffering or complete stalls is the usual, streaming music regularly cuts out, and our security cameras become useless. Would much rather have a slower speed that never drops out (BT maybe?). Customer service is hideous. 10 minutes of automated tests (every time you call) and when you finally speak to someone, they're in an off-shore call centre with no knowledge of your previous complaints. It's the hellmouth of tech-support. Avoid VM like the plague. Go for a slower speed with a provider proven to deliver a consistent service.
Reviewer
Ray C.
Location
Woodley, Reading.
Date
07/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have now been a Virgin Media customer for years (from the NTL days). For the last 2 to 3 years it has progressively got worse in all areas. When you eventually get through to someone they are often clueless and give inaccurate information. The Broadband continually drops out or fails with average speeds of 10Mbps and I have their so called top package!!!!!. I have had engineer after engineer come out and I still have the same problems. I have 2 of the latest TV boxes and I don't get all of the channels on the second box because the signal is insufficient according to Virgin Media Engineers. I have had promise after promise of fixing the ongoing issues I have had for 2 years (still waiting). I am a very patient person but ....... It's not worth the money I pay per month. Probably time to look somewhere else.
Reviewer
Jaquenetta
Location
South Wimbledon
Date
06/05/2018
Ratings
Satisfaction
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Virgin media gave me a new V6 box as a valued customer. It gave us constant problems it constantly dropped the connection. Each time I rang customer service and got the very annoying voicemail to reboot - as if you haven't tried that all ready and it not work. Had one guy on yet another long and boring call to virgin if I rebooted via WiFi I would not have a problem again. When I tried this it said I didn't recognise my WiFi address. Another person said she would escalate it as she could see I had a problem and she promised someone would back. And can you guess??? No one did. I rang to complain no one had rung and still no one did. After more dull boring calls to virgin I threatened to leave as I was paying for a crap service. Was told I would have to pay them £198.00 to leave. I managed to get the snowflake I spoke to get an engineer out and I wasn't paying for one. Snowflake got upset I swore when speaking to him well if he carries on working with virgin he needs to get used to it people are angry with a crap service.
Reviewer
Sikkina
Location
Burnley
Date
05/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
WiFi constantly dropping off! So glad my contract is near it’s end! I am willing to pay the last 2 months and change provider. Joke of a service!
Reviewer
Lee
Location
Dumbarton
Date
04/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I feel so let down by virgin media today. I am a property manager and requested a enginneer visit today as a managed house has no broadband working. I was given a time slot of 8-12pm today and requested a call 30 mins before as we do not Live at this address. I got a call when the enginneer was there and not 30 mins before so he couldn’t wait for me. He told me to call into virgin and explain. The call handler was very unhelpful and wouldn’t confirm another enginneer for today. When I asked to escalate the issue he wouldn’t transfer me to a manager or someone that would be able to help me. I persisted so he raised his voice to me. I asked to be transfers to customer retention and he hung up my call after a total call duration of 25 minutes. Virgin I am sorely disappointed that my tenants are going to be left now with no broadband from your poor service. Please help me here get the right service before we take our 25 plus packages elsewhere. Just useless
Reviewer
Sandra
Location
Hampton, Middlesex
Date
03/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
I am writing on behalf of my mum. Her broadband went down last week.
An engineer was booked for the 8-12
time slot and I would have to be there, although my mum was at home.
Virgin called to say they were running late, so the 4 hours that I took off work, was a complete waste of my time!
It did eventually return on Tuesday afternoon has now gone down again. I have been told it should be up and running some time today.I am the contact for my mum and I have received no calls/texts from Virgin to apologise for their lack of service or an update on when it is likely to return!
Reviewer
Joanna
Location
London
Date
02/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I live in zone 2 London and my internet has been down ALL day. I spoke with customer service and was told it is scheduled to be fixed by May 8. So no internet for 6 days?!?!! It looks like a network issue - I signed up for updates but haven’t received anything. It’s unacceptable for the internet to be down for so long but it’s equally unacceptable not to communicate anything to customers. Really shocked at how bad this is.
Reviewer
Anna
Location
London, Mitcham
Date
02/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Internet is extremely slow or not working at times, had engineer in twice, no improvement. Customer service is awful.
Reviewer
Dowelly
Location
London
Date
02/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Absolutely terrible service.They signed me up to a package I never agreed on, instead of calling me back to discuss and agree as they promised.
Then when I called about the bill they sent me and referred them back to the call where I never agreed a contract/package with them, they said they would review the call and get back to me.
Two weeks later I chased and they still had not reviewed the call.
Then they chased me again for the bill they should never have issued in the first place, and when I said I have a complaint with them about this bill and I wouldn't be paying it, they said that they can't help me with this and I should call another team.
The online chat is never available.
And the actual broadband service has been crap as well
Reviewer
Hana
Location
London
Date
01/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Words can't possibly describe how bad the customer service of Virgin Media is.
Being a customer of 7 years I have been very very unhappy with Virgin lately when I had to deal with customer service.
MOBILE contract and data:
I have recently finished paying up my phone so decided to get a new one. Not only they have sent it through Yodel who didn't deliver it even though we were home all the time, they sent it back, they canceled the new contract AS WELL AS MY OLD CONTRACT.
I had to call them around 6 times that week and spent 30-40 minutes approximately on the phone with a new staff every time. In the end, they concluded there was a system error and they will call me back in a few days. They never did (3 different members of staff said they'd call me back).
My phone was cut off for about a week. In the end, they gave me some top up but in reality, it meant I still had no minutes to call.
I decided not to go for the new phone but still wanted some sort of contract since they canceled my old one and had no connection with the world. I was exhausted by all this and my boyfriend ended up calling them one last time. I got a new one at the end but they never apologized or investigated or offered a new solution. I wish I could go with another provider but seemed complicated with keeping my number so unfortunately, I had to go with Virgin again.
On the other way, they started harassing me from BROADBAND side:
Around the same time as the thing with my phone happened, I also realized I suddenly started paying twice as much for broadband. I realized that the first year was a promotion. I do feel it wasn't really clearly stated at the beginning but it is equally my fault not to properly read the terms.
However, we instantly called Virgin and changed to a more convenient deal.
Nevertheless, since then they haven't stopped harassing me. Every single day they call me, first they ask for 'Mr. Wilson' (wrong name) and then they want to continue asking why I canceled and try to offer a new deal. Every day Every day, I tell them that a new contract is starting from 17th, I ask them to take me off the list and make it clear that they had called 6 times already.
Words cannot describe how fed up I am with them. Their only plus is the cost of having to deal with organizing new providers which I've no time for. Very reluctantly, I am continuing to pay this company who I would happily rate minus 1000 stars for customer service.
Reviewer
Kevin kenwright
Location
Cheadle hulme
Date
29/04/2018
Comments:
Must be the worst service I have ever had morning appointment arrived at 5 30 two change over from bt and left with tv phone not working rang them none stop but got no where cancelled and went back to bt
Reviewer
Joana
Location
West Yorkshire
Date
29/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The Internet couldn't be worse. Steer clear of Virgin media and you'll save yourselves a headache and the realisation that the owner is a moron
Reviewer
Hetal
Location
Harrow
Date
28/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish I could give a zero star. Worst service ever. The billing team is ridiculous as they keep debiting our account without our permission every month for a different contracted price. I wish i could cancel there contract now rather than stay with these cheaters!!!
Reviewer
Dominic
Location
LONDON
Date
27/04/2018
Comments:
The worst ever broadband you want to take i had sky for three years and was working fine when i started getting offers from virgian media fiber broadband and i changed it to virgin thinking it would be good but trust if you want headeach and build your anger then get virgin media i would not take virgin media for free and customer service is even worse it goes to another country and dont know what they are talking .
Reviewer
Geoff Beames
Location
Harlow, Essex
Date
26/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Service gets worse every day. They DELIBERATELY slow down network speeds, and then you get emails, phone calls and visits from the local services staff. They all want to change the older service to v6. I've had v6 since it was developed, and it had to be changed 3 times before it sort-of 'worked'. All in all I'm not too happy about it, since they charge about 20% more than Sky and have far fewer channels. One further point, why does their owner dress up in girl's clothes??
Reviewer
Diogo
Location
London
Date
25/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I ordered fiber broadband 100MBs 13 days ago and had quite a few headaches to date (still no internet tough). Here is the list?
- had a great call service provided, when I specifically asked about required landlord set up approval. I was told not to worry about it. Great, right? I wish: Few days later, wife called me at work telling me some Virgin engineer just started drilling holes around the external part of the property without even ringing the bell to warn anyone. Landlord, of course, had gone crazy about his property damaged. Engineer was stopped by Landlord and left holes unfixed.
- After several call center long calls and lots of unreasonable re-schedule options, I finally managed to schedule visit of specialized team to explain the sort of work that would be required - agreed with landlord and Virgin staff on a property setup procedure and confirmed visit for a full job (both external and internal), 4 days lates (same original set up date). Specialized team assured me no new external visit would be required as they would do all work under one single visit. Did not confirm time though.
- At the supposed visit day, I had both the landlord and wife waiting since 8am and no one came or called ahead until 6pm. I did call around 1pm and had the visit schedule confirmed to same day by Virgin representative. Only at 6pm they returned a call to let me know they would not be able to install it due to lack of landlord authorization (i know! crazy, huh). After I updated the Virgin representative, he tried to reach the field team, who was unresponsive due to 6.05pm time after work-hours. So, I would not have the installation done, would lose my previous provider the following day and no solution presented from Virgin such as next day installation priority. The best I was offered was many `so sorry` and `cannot set a new date` empty replies.
- So Virgin left me with no estimated date of setup, annoyed landlord, no broadband left from my previous provider.
Service sounds great on paper and sales team call but awful setup consumer experience.
Reviewer
Kellie
Location
Stockport
Date
25/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalling customer service!
Have to pay for paper copies of your bills and if you don’t, you will receive no notification of when your contract is due to end. They will subsequently sky rocket your monthly payments with no notice.
Finally getting through to a manager who is sniggering down the phone, we ended their services whilst still having to pay for two additional months.
Do not choose Virgin Media. Not worth the hassle.
Reviewer
carol mullins
Location
maidstone
Date
25/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am speechless about the total incompetency of this company.
Customer service calls some to India,some to Glasgow. They never resolve the issue or get it right.Six hours of my time spent on this!
Three engineers later and holes and wiring in my home that is unbelievable I am still without service . I have photos of damage to my property and I am going to take this to Watchdog. This is without doubt the worse company serviceI have ever experienced in my life .
Reviewer
Kevin cooke
Location
Wrexham
Date
24/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The lads who fitted it was good lads but the customer service on the phones after telling them that my broadband don't work was a discrace ill never advise anyone I know to try this company as they will b paying for fresh air I will b cancelling tommorow and I ain't even been set up after 2 weeks
Reviewer
Will Mitchell
Location
London
Date
24/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Sub standard in every way. I have been a customer for many years but have now had enough. Reliability is too poor to be able to work from home. Outages are frequent and without explanation or apology, despite my reporting them through the online fault reporting page. When I called to cancel my contract I was put through to an aggressive sales person who was determined to stop me from leaving. It transpired that they could see in their system that my equipment was faulty and my connection speed below normal but they had done nothing about it. Looking forward to not having to deal with this lot ever again.
Reviewer
Lee
Location
Teesside
Date
23/04/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Nothing much to add that hasn't already been said by previous posts. Broadband is fine, while it is working, regular connection loss for periods ranging from 5 minutes to 18 hours.
Customer service is, sadly, disgraceful, and occasionally difficult to understand, which doesn't help matters.
The price we pay, for either standalone broadband, or as a package, should really entitle everyone to a decent service standard, which it seems a lot of people do not receive.
My advice, for what it's worth, if you're looking for a broadband provider, Virgin Media should be your last resort, read these posts, heed the warnings and save yourself the stress and hassle.
Reviewer
C
Location
London
Date
23/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Service is not reliable but even more annoyingly they hassle you over the phone until you accept a supposedly free upgrade, which obviously turns out not to be free
Reviewer
Chris Brooks
Location
Bexley
Date
23/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
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 !!!
Reviewer
David thomas
Location
Redcar
Date
23/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Used to have bt it was so much faster im moving back to bt
Reviewer
m h chowdhury
Location
london
Date
23/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
BAD BAD BAD.....
ALL BAD....
CUSTOMER SERVICE PROMISE LIE.
JEEVA VICTOR AT CUSTOMER SERVICE, MALCOLM MATTHEW ALSO WORK AS MANAGER AT CUSTOMER CARE PROMISE LIE, ONLY LIE.
Reviewer
Marius iftode
Location
Bedford
Date
22/04/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Cusomer service it's useless. Drives you mad. You just want to cancel everything and never have to deal with the company again.
Reviewer
Steve
Location
Doncaster
Date
21/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
My mother-in-law has been diagnosed with dementia and is having difficulty using the virgin system so we have tried to simplify everything for her. Tried to cancel everything except phone and they say they want £139 cancellation fee what is going on at virgin ?
If everything is still the same in 12 months we will be leaving virgin and I won't be recommending virgin to anyone.
Reviewer
Rob G
Location
London
Date
21/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is an intermittent problem where the broadband goes down. The last time it happened, it came back up within a few hours. Most recently with the same issue, phoned Customer Services (based in India) twice. The first suggested a server or power issue but wasnt aware of a problem but assured me that it would be resolved in 4-5 hours. 12 hours later, my second call was with an operative who constantly put me on hold several times (while I was in mid sentence), only to inform me that she had no update regarding the problem and asked ME if she should book a technician visit. Extremely poor service from Virgin, even worse that their customer service is based in India and I am actively seeking another broadband supplier never to return to Virgin.
Reviewer
TC
Location
Withington
Date
19/04/2018
Comments:
Horrible customer service!! Especially the advisor from faults department should learn how to speak to the customers. My broadband isn’t working effectively. I have been said that, we pay for the wire connection and so WiFi is not guaranteed as per the terms and conditions. That’s the way it is and I should accept it. I have to put up with the connection. If this was mentioned by the sales team, I wouldn’t have dared to accept the connection.
They never log the calls. So please beware of Virgin Media. I can’t change the provider as I am tied to 12 month contract. If it continues I would rather be ready to pay to break the contract for such an atrocious provider and customer service.
Reviewer
Alex
Location
Watford
Date
19/04/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Had Virgin Broadband for just under a year and have lost count how many times I lose service. Usually it's an area fault and they can take anywhere between an hour and most of the day to fix it, meaning there must be hundreds, if not thousands of people in my area who suffer the same problem.
A couple of days ago the same thing happened although, according to Virgin, it was just me and they did tests from their end and couldn't find anything wrong. They said an engineer would have to come to me and the earliest they could get one to me was in three days time!
I work from home and am heavily reliant on the internet. Three days could have cost me my business.
Fortunately, it started working again on it's own, although that perhaps makes it more worrying as if Virgin didn't know what the problem was and didn't fix it, it's something that could easily happen again.
Unfortunately, Virgin are the only company that provides a broadband service to my building, so I don't have the option of going elsewhere. I had EE for what must have been at least 7 or 8 years, before I moved here and I never had a loss of service in that time.
Their "customer service" also leaves a lot to be desired. I must have been passed around 6 or 7 departments while trying to get it sorted, left hanging on for several minutes, several times and the attitude of most of the people I spoke to was unhelpful to say the least.
I get why people would have Virgin if, like me, they have no choice but if there is any other option - get it!!!
Reviewer
Alyson Egan
Location
Swansea
Date
18/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Awful, awful, awful. Always having problems with it, customer service is an absolute JOKE. Stay away from this shit show. Whole operation needs to be shut down, going to sky. My grandfather would be turning in his grave knowing this happens.
Reviewer
Andy
Location
Essex
Date
18/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Their policies are designed to screw people over.
Internet is slow with known issues not being fixed.
Internet drops out regularly.
Customer service are soulless scum repeating the same empty excuses
Reviewer
NSTP51
Location
Hillingdon
Date
17/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Paying for 100. At best getting 30. Over Easter could not watch Amazon Prime or Netflix as it kept stalling
Even at 3 in the morning only getting 30. Big issue as phone and TV are also with Virgin so will loose email addresses if we change. Customer Services polite but offer only unhelpful and completely obvious suggestions
Reviewer
Bekki
Location
Stockport
Date
17/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful internet! Would not recommend, is very slow and laggy.
Reviewer
Ian Balfour
Location
Perth, UK
Date
16/04/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
My Virgin Smart Hub went faulty (completely dead - would not switch on) last week. Phoned Virgin who said they'd send a new hub. It is now 3 days I've been without internet. I phone Virgin again and go through all the options but none let you speak to an operator to check on delivery - eventually somehow (by accident I think) managed to speak to an operator who says it's in the hands of a 3rd party, and gives me the Yodel web site address and ref number. I check the Yodel tracking only to find my hub is not yet with Yodel. Could be days yet before I'm on line again. As a very long standing Virgin customer I'd expect a new hub would arrive in a day or two by express delivery. NOT IMPRESSED BY THE CUSTOMER SERVICE.
Reviewer
Mr Singh
Location
Walsall
Date
15/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Biggest mistake was using Virgin Media.. They lie lie lie lie lie.. Calls are not logged so best to RECORD every call n keep logs to protect yourself.. All complaints are closed and I was lied they do not Record calls. (They are backed up for 4 months actually)
Took me 3 months to prove and verify I had given in my 1 month (27th November) notice as they said NO we will not listen to previous calls and also if I left I would have to pay a few hundred for a penalty. Once Verified I was correct on March 16th. They sent me bills for 100 to 200 pounds and was free to leave. It's now gone to Cisas to deal with. Wasting more of my time. Disgusting and Horrible Service.
This company needs investigating and fined as they are breaking the Law and obviously making money off the vulnerable.people in our society who do not have the energy to vindicate themselves.
I put in complaints against managers and staff. All closed without investigation, even though they lied to me and I feel all racially rude to me (Some arguing on phone with me and saying I cannot do Sh1t and will not log a complaint and nothing I can do)
I will compile all calls and add to YouTube as Shameful Customer Service who will be a nightmare for Elderly n Disabled people.
BEWARE as I have wasted hours n hours on calls with these evil agents n managers. Up to 100 calls n hours wasted up to 2 hours at a time...
I have asked for all transcripts for last 6 months and all my notes on system. Awaiting to see if they will send, as they keep saying we cannot do it etc.. I will be posting to show how Racially n Disgusting the staff are alongside all my recordings.
I can only write my review to warn the Public. As this Broadband Company will only get worse.
Reviewer
Andy
Location
London
Date
14/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worse service ever. Had our broadband at 2Mb/sec for months. Never got a refund. Customer service appalling. They have no manners. Make no effort. Never got an apology. And they get really defensive when you say it's not working. I'm in shock!
Reviewer
Greg
Location
York
Date
14/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Appalling customer service, don't use. I booked fibre broadband after someone came to my door and told me the street was ready. I was given an install date, and later cancelled my existing internet and phone line. A week later, Virgin told me they were postponing my install, and would ring back to tell me my new date within five days. They never did, until several phone calls from me they finally gave me another install date - a month after my original one! A month later and after I'd racked up a lot of mobile data bills, they finally installed and I breathed a sigh of relief ... until my connection dropped three weeks later! Virgin say four days to get an engineer out, but s/he won't call beforehand so I have to take an entire morning off work to let him/her in. It's like I'm paying Virgin to not give me internet while I use up my holiday letting them into my house!
Reviewer
eddy toal
Location
bournemouth
Date
12/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
landline down for nine days. used mobile phone to call virgin. no help or assistance. best to cancel our subscription.
Reviewer
Janet Ali
Location
Bradford
Date
11/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Literally the WORST i had no internet for a full week when generally my problem would get fixed in under 6 hours but this time u have been held back over 2 WEEKS i was disgusted and moved immediately
Reviewer
julie dunne
Location
Richmond
Date
09/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service, less than 1mb, sometimes 2.5mb download speed almost always, service constantly dropping. Complained twelve times on over a year so they said they would give me compensation. Then they didn't discount the amount they said they would and then told me they never said that. Complete scam, should be illegal how they just charge people money but don't provide anywhere close to what they said they will. Also kept putting up the bill for no reason. When I tried to cancel, they said the reason my service was slow was because I was on a low speed service, despite being told I should be getting 18mb when I signed up and despite them agreeing that they were doing work in the area and that's why the service was really bad. They kept stringing me along, saying next month the engineering work would be better but it never improved.
Reviewer
Nina Matejkiewicz
Location
Leicester
Date
08/04/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
The worse costumer service in the world. Every single time providing incorrect information.
Reviewer
Samantha
Location
Dalby
Date
07/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
We really liked being with Virgin but when we came to cancel that’s when the problems started.
I called on 02/03 to advise I didn’t want to renew. The lady I spoke to advised that once I paid my last payment I would get a refund once the cancellation had been processed. Again this was confirmed on 13/03 when someone from virgin called me. I have now received a letter advising I owe them money.
After an hour and 20 minute phone call and being transferred to 4 agents I get told that it was my error as I hadn’t read a letter that they had sent me. I had to repeatedly tell them that regardless of the letter I had been misadvised by 2 different agents that I was going to receive a refund. Eventually they reduced my final balance by £15. The last agent I spoke to was lovely and really tried to help the situation.
I was considering returning to Virgin in the future however due to service I don’t think I would trust them again.
Reviewer
G birch
Location
Redhill
Date
07/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constantly rebooting devices.
Speed test commonly says 150mb/s can’t be right.
Can not see our websites on virgin.
Neither can MY customers !
Virgin put me through to gadget guy who wanted £5 per month standing order.
I’m a heating engineer and need my web site to work so switching now.
No one in business should be on virgin.
Reviewer
Susan Buchanan
Location
SW LONDON
Date
06/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company used to be very good but the last few years the service had been appalling. Very poor broadband speeds, constantly cutting out, customer service very poor and extremely rude. I cannot wait for my contract to end, will never have anything to do with them again.
Reviewer
Kathleen
Location
North East England
Date
06/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I have been having trouble with mail delivery messages flooding into my inbox and spam box from Russia. One day I had to delete more than 700 of these. My son has managed to divert these to the spam box mostly but he advised me to contact Virgin Media Technical Support. I did this yesterday and spent an hour and a half talking to technicians in India who did not seem to understand the problem and who had to keep putting me on hold whilst they conferred with the technical team. I was finally told that the was outside of their remit problem and that I would have to pay a one off fee of 35 pounds which would be refundable if the problem still wasn't fixed. I pointed out that we were already paying Virgin Media for services including broadband and that my email address was a Virgin Media one etc. I was then told this fee would be waived but I would have to click on netreport.virginmedia.com. I have done this and cannot find anything relevant to my problem. I have rung customer services this morning and spoke to someone in Scotland. She offered to put me through to technical services but couldn't guarantee that I wouldn't end up speaking to the team in India again. All HUGELY frustrating. Meanwhile the spoof emails continue to flood in. It seems I will now have to change my email address in order to stop these. This will be very inconvenient.
Reviewer
David
Location
London and southeast
Date
05/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just awful, service always cuts out, customer service totally unable to help. Engineers failing to show up getting cut off on the phone, failed call backs, pretty much anything customer service should do they have failed at. The only bit of virgin that works is the payment department.
Reviewer
Ed Shallcross
Location
Headingley
Date
05/04/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Our second year using VM in our student house. This is the most frustrating service. Last year as someone’s mum set it up we were on a cheap package, which if you had more than 1 person streaming during ‘peak’ hours you were then penalised down to 3mps so nobody could do anything.
The only way to avoid it this year was to buy a premium gamer package. And whilst speeds are up, marginally, instead we get total cut outs.
A friend of mine in the business has told me that VM is trying to supply 14,000 homes in this area with infrastructure for just 7000, so it’s impossible to get a service you’d expect for a £45/month internet only package.
Before I lived here I had a flat around the corner 5 years ago. On basic EE home broadband I was outstripping premium VM speeds. After 5 years VM have clearly made no investment in their urban infrastructure despite knowing their customers aren’t satisfied. My parents get better service living a mile from the nearest road in rural North Yorkshire.
Avoid VM like the plague if you live in Leeds/Yorkshire. They aren’t prepared to work for your custom.
Reviewer
Elizabeth
Location
Glasgow
Date
04/04/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
FANTASTIC CUSTOMER SERVICE
In particullar a young chap called Liam, scottish boy...Polite..understanding..and outstandingly good manners
Helped me out within 5 mins..
I would HIGHLY recommend Virgin Media
Great service..great company..great prices..
Reviewer
kuku Oladeji
Location
Harrow, middlesex
Date
04/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I recently changed to Business Service Broadband where they promised 24 hrs. service and reliable and faster broadband. All this is false and incorrect, my Broadband stop working just a month into it. It is now over 9 days nothing is done. Virgin keep giving empty promises that they will send an engineer. I advice anyone going for this Virgin service to what-out.
Reviewer
Mike
Location
Halesowen
Date
03/04/2018
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with Virgin Media for Broadband and home phone since December 2017. I have experienced no connection problems or reduced broadband speed or other technical problems to this day. Also, their customer service is very good. Overall, I would recommend Virgin Media to others.
Reviewer
Joe
Location
Birmingham
Date
03/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Liam
Location
Long Eaton
Date
02/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really **** I'm really disappointed. I use to get disconnected from my game after a few hours but now it's instant my phone wouldn't even connect to day I'm really disappointed in you
Reviewer
Shannah
Location
Standish
Date
31/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Crap.
Reviewer
Shayna
Location
London U.K.
Date
31/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
If you can save yourself the hassle, go with any other provider!!! I've been dealing with them for a few years now but 2017 I think I made approximately 50 calls into Virgin Media, for 'accidentally' overcharging my account, being without wifi for 3+ weeks on 2 occasions, and 3-7 day increments quite frequently. Never given compensation after lengthy arguments and too many calls to want to remember. What a crock of SH%# seriously the worst customer service of any UK company I've ever dealt with. AVOID!!!!
Reviewer
Shayna
Location
London U.K.
Date
31/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
If you can save yourself the hassle, go with any other provider!!! I've been dealing with them for a few years now but 2017 I think I made approximately 50 calls into Virgin Media, for 'accidentally' overcharging my account, being without wifi for 3+ weeks on 2 occasions, and 3-7 day increments quite frequently. Never given compensation after lengthy arguments and too many calls to want to remember. What a crock of SH%# seriously the worst customer service of any UK company I've ever dealt with.
Reviewer
Kayann
Location
Liverpool
Date
30/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Virgin Media disappointement. Was offered fifty pounds credit on my account by sales team but it was not applied. Called customer service today and they refused to credit me. They also did not take details of the complaint, refused to speak to the sales advisor that offered it (even though I had her direct number), refused to listen to call recording and refused to put me through to the cancellation team, telling me to ring back. So this is my first experience of Virgin Media customer services. Even if I cancel l am going to have to pay that extra fifty quid and the rest. So what now? I looked up how to complain and it tells me to call them- like I have already tried! I tried the direct line of the person who offered the credit but she isn't working today. So they got my business with empty promises and now I am out of pocket.
So if offered credit to switch to Virgin Media don't do it folks!!! Their offers of credit are literally worthless! Seriously, if like me the offer of the account credit is what makes them more competitive, (and you expect actual customer service from your service provider) don't do it, don't switch to Virgin Media
Reviewer
Mark
Location
London
Date
28/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Signed up and got the superhub. superhub has design flaw with intel puma6 chip faulty. tech support refused to acknowledge bug (even though they are producing a patch for it). As they would not acknowledge technical fault I cancelled as within cooling off period. Custserv said no cooling off period allowed and billed me anyway. Left these imbeciles for BT but virgin would not allow me to take my phone number with me. Avoid these monkeys and save yourself a ton of hassle.
Reviewer
Sheryl
Location
Harlow
Date
28/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I am disgusted at virgin I have TV broadband and mobile with them they have failed as a company when I've asked for help to sort a problem I was told a manager would contact yet its now day 3 and yet I've had no call I called yesterday explain my phone had broke due to technical issues my mum has cancer and I needed my phone to be fixed after not getting ah where I told them I want to cancel everything I have with them and they put the phone down on me i've called today again asking to speak with a manager first bloke hung up Again! And the next lady told me a manager wasn't available and said I needed my account to talk to someone I explained that a manager was meant to calm me back yet she spoke over the top wouldn't listen to me then hung up AGAIN! I've been with virgin 8 years and the one time I have a problem they bury their heads in the sand not taking any responsibility I'm appalled at the customer service I've been given and advise everyone to stay clear of this disgraceful company!!!!!!
Reviewer
Anwar khan
Location
Birmingham
Date
28/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
DONT TAKE A CONTRACT WITH THESE THEIF’S/SCAMMERS ALWAYS STEALING EXTRA MONEY FROM YOUR ACCOUNT AND THE MOST UNHELPFUL CUSTOMER SERVICE, CANT WAIT FOR MY CONTRACT TO FINISH AVOID AVOID AVOID!!!!
Reviewer
Mike
Location
Cheshire
Date
27/03/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Why do I only get a satisfaction survey after a satisfactory telephone conversation? Perhaps it's a language problem when dealing with someone who's first language isn't English. Perhaps it's just me?
Reviewer
Sabrina Gonzales
Location
Birmingham
Date
27/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
DO NOT SIGN UP .....
They are all great in the beginning and quick to install wifi in our home. I was paying £25pm service was fine. Here is how they get you. At the end of the contract I received a bill via email for over £100 I called and was told that £35 of that was from the old contract and that the rest was the advanced payment for the next month because now I have to pay for a telephone line and something else I can't remember what. I told them that I did not want to go into a 2nd year contract with them if they were forcing me to have additional services I did not require or request and at that steep pricing. I was told pat £35 to the end of contract and that be it. I paid the £35 and then I was billed again £163 by a company called BPO. I then called Virgin media again to only be on a conversation with a confused mam telling me that he did not know who told me I owed £35 ad I was in a roll over contact and that he was telling me the truth. ...so what your saying is that last Virgin media rep was telling me a lie. I asked him to pull my notes up in regards to conversations I have had previously he told me there was none but I thought calls were recorded funny that when you disputing something your call is not recorded all the time. I was told I owe this and it needs paying but it is not fair as I never requested these additional services and my contract has ended plus I was I must now put in writing if I wish to close my account . What utter rubbish I did not need to write a thing to have the contract. They will force this upon you and it prolongs the process of ending the contract plus if they had said this from the beginning I would not have bothered. These extra charges occur and a way to draw extra money from customers because they know that people to not want to be in debt to effect their credit score. Just think about the thousands of people they have over charged and forced services on when you do the math it is a hell of a lot of money to be conning people out of.
Reviewer
Jenny
Location
Bicester
Date
26/03/2018
Comments:
Contacted Virgin media due to broadband at service fault all the time. Worse customer service from India call centre. Very rude!! She was making you feel stupid as if you don’t know you don’t how to reset the modem. She even told me that she can not provide compensation as it was just our household who had a problem with the broadband.
Reviewer
Daniel
Location
Birmingham
Date
25/03/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
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.
Reviewer
Cornel
Location
London
Date
24/03/2018
Ratings
Speed
4.00 stars
Comments:
Disgraceful service! Broadband off for 9 weeks now due to a fault in the area. Multiple calls to customer service and technical team and no resolution and empty promises (we heard "will be fixed by tomorrow!" a dozen times). Payment only partially reimbursed. When called to cancel was told that early cancellation fees of £100 will be applied (contract expires in two months). Here is the cherry on the cake - I asked whether it's fair for us to pay for a service that we do not get and poor customer service, the answer was: "Time will tell."
I understand tech issues and would have considered staying with Virgin if not for this deplorable way of treating customers. Disgraceful service!
Reviewer
Adelaide
Location
Bristol
Date
23/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I won't recommend virgin media to anyone a lot of money for nothing.
Like everyone says customer service is completely rubbish there's no email service, I call and spend ages trying to get to human and when you do they can be rude and treat people like idiots
Reviewer
earle
Location
Harrow
Date
23/03/2018
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Comments:
Wished to upgrade my Tivo to a V6 box.
Looked online for Telephone number 0345etc which was unattainable, Went online after filling in all details three times this was also unattainable.
Had to ring the 0800 number the operator then told me that I did not have a Tivo box which was delivered last year, and was pretty slow in comparison with the old V box.
After many visits to her manager agreed to send V6 even though they had no record of the Tivo. in all pretty poor service.
Reviewer
Prakash Thapa
Location
Dartford Kent
Date
22/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ONLY JOIN VIRGIN IF YOU WANT TO RUIN YOUR DAILY LIFE !!! Worst customer Service ever you could possibly get, unprofessional, unorganised no basic manners and etiquettes on how to talk to customers. Customer Service staff and Management are disgraceful and are utterly confused themselves regarding their policies and rules. every month you got higher bills than your contractual price without using extra services and every staff gives you different information each time. they shout to the phone (one of manager -Ms MANDY shouted over the phone when I asked regarding my contract which they made mistake) if you asked question on their faults. Don't know how she became a manager who cant answer to customers inquiry. shameless and manner less customer service behaviour ever.
Reviewer
PJ
Location
Wallington
Date
21/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
APPALING service. Many hours spent trying to get a solution on the phone going through all the options. At times over an hour on the phone, faIiled to return calls as promised, failed to attend when scheduled. Only when legal action taken did something happen. Even after this more delays from Virgin Media. PLEASE AVOID.
Reviewer
Linda
Location
Slough
Date
21/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
The number of outages in our area is so high that regardless of the speed of the internet connection, there is NO point in contracting with this company. The service continuity is abysmal and their customer services suck.
Reviewer
Angela
Location
London
Date
21/03/2018
Comments:
Bad customer services,17 days no broadband ,they promise everyday but still not have.Always pay on time.They even don't provide correct information when will be fix the issue.Sad no internet,no TV.Lost hope.
Reviewer
Folkert
Location
London
Date
20/03/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Off-peak you can have 200Mbit, but in the weekends and evenings this drops to 8Mbit. It also depends how many neighbours use Virgin Broadband. The speed used to be good, then worse and worse until I complained and they upgraded the local box. Every year they increase the price of your bill by a few pounds per month until you complain. Here and there outages, when you complain it seems sometimes to be fixed and sometimes not. When I cancelled they tried to get me to move my package over to my new address, they tried to sell me a mobile package, they tried to get my new address to probably send me more flyers. Typical big company I would say, the broadband space needs some more competition.
Still probably the fastest internet you can get in London. Sad.
Reviewer
Todor
Location
Hounslow
Date
20/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I called their offices twice to report a problem with my internet. First time they say from the offices "yes, I can see the connection goes on and off all the time". A technician comes - "everything is fine here". I still have the same problems. Second time I call them "yes, there seems to be a problem with your internet" from the offices. A technician comes - "it's all good here, nothing faulty". I've been having a very unstable latency recently, so I told the technicians "let's see what a ping test shows". They said "we only use Ookla broadband test", which fires a package to a server and returns it only once. The problem happens when you have a continuous ping test - it starts at 10 ping and then goes up to 300+. They said "how do we know the software youre using isn't showing fake results?" and I told them to come in my room. Then I started "League of Legends" and showed them I have 300 ping constantly in-game. Then they said it's the game's fault, not the wifis. I am SO disappointed with their way of handling a problem. I was told to just "hardwire" my PC to the router, but that's not possible when you are just renting a room. No explanation why that's happening, they even deny the problems exists, just because their ping test shows it's all good when it's not even built properly. I am SO tired with this. AVOID.
Reviewer
Steven McGurk
Location
Wynyard
Date
17/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
First day of getting broadband in my new house with Virgin and i was won over with 200mb deal and i only get 16mb not the best and question really should i stay with them after 3 month trial Poor!!!!
Reviewer
Nicole
Location
EDINBURGH
Date
17/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful company avoid if possible. Customer service is non extistant. They us more because we have been with them for a long time. And I'm not talking about charging us more than introductory rates, I'm talking paying more than the standard fee for no reason. If you have an issue don't expect any help. No customer complaints department what so ever. Truly the worst company I have ever dealt with.
Reviewer
Ula
Location
SOLIHULL
Date
16/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Service is terrible; really hate that!!!
Reviewer
M
Location
Date
16/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media broadband service is extremely poor, virtually everyday in the last 10 days we don’t have internet but still being we are being charged for the non existing service.
Reviewer
Giovanna
Location
Richmond
Date
15/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
I really hate this company, it is the worst company in England, probably it was a good company in the past but now they spend too much money to advertise it and once you are their client they provide the worst quality of service.
Internet doesn’t work most of the time and it is available just in half of my house, they haven put my land line jet after 4 months, and the tv is so boring, nothing to watch.
The customers service are very rude, ( even managers, rude and arrogant) incompetent and helpless, the webpage to log in in my account doesn’t work aether. Nothing works.
I thought talk talk was the worst until I became virgin client.
I will leave this company as soon as possible
Reviewer
Alex Goode
Location
Northamptonshire
Date
12/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Suggested alternatives; SKY, BT and Plus net
Because of how they’ve treated me and affected my life. I will never buy or use ANY virgin product. Sounds serious right? Read more ....
Virgin media tried to charge myself and flat mate a £250+ termination of contract fee despite the new homes we were moving into not being able to be supplied by them, if this wasn’t bad enough (after a lot of complaining still had to pay this) I have been given a default notice on my credit file, this has really affected my life as I can no longer get credit or loans (for 6 years) which I have needed due to unfortunate circumstances. I have suffered depression as a result of this and I can only blame virgin and their lack of compassion and customer service with regards to anything.
All of the management of this company need to take a real good look at who they represent as this is by far the worst company I’ll ever have the displeasure of dealing with
I hope you take heed to my review and avoid Virgin Media and it’s subsidaries
Reviewer
diana
Location
STAFFORD
Date
12/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I gave 30 days notice to cancel my broadband service. For the last 8 days I have been bombarded with calls from their 0800 number. I eventually blocked the number but doesn't stop these calls going to my answer machine.
Today I have had enough and contact customer service dept who said that if they put me down as "deceased". then the calls would stop.
Shocking
Reviewer
Ella
Location
Plymouth
Date
12/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Terrible customer service, it's all about the maximum amount of money they can get from you. Spoke to three different call handlers, and given three different amounts of monthly payments, with the first call handler, admitting she didn't quite understand it all!
Think very seriously about VIRGIN if you want to know how much your bill will be, as they will also hike up the bill once you are with them.
Reviewer
John James
Location
London E15
Date
12/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
On our 11th consecutive day with zero connection. No phone, TV or Broadband. Pay £720 a year for this appalling service. What is it that takes 11 days to fix? Just told it will be tomorrow now so that will be 12 days. There must be lots of pensioners completely cut off by Virgin Media; totally isolated. Frankly, this company is not fit for purpose. They give a time for reconnection at six hours intervals that bears no reality to the situation on the ground and are made just to placate people. Our contract will be up next month and we will be leaving and delivering a frank and honest letter to the MD. Time for the press and my MP to be made aware of this shoddy embarrassing bunch of amateurs.
Reviewer
Matty
Location
Bournemouth
Date
11/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
THE MOST CRAPPY WIFI I HAVE EVER HAD ITS FUCKING CRAP
Reviewer
Alanis
Location
Date
10/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The customer service suckssssss. They are just into making money but notto satisfy the needs of their customers. I have recently contacted them for some help to terminate my contract but the representative is rude. Sorry but you are tere to help but not to stress the customer. You shoukd be polite and respectful at all times. Thats your job and you have to stick with it if u cant then thats not for you.
Reviewer
Hugh Bucknill
Location
Reigate, Surrey
Date
10/03/2018
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Speeds sometimes considerably slower than advertised. Capacity seems insufficient for the demand, speeds dropping at busy periods, such as the weekend. Have had problems in the past with sorting problems with the physical connection between house and street, although this was better on the last occasion.
Reviewer
James Baxter
Location
Willsbridge
Date
09/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
LIARS! Went (brifly) onto the TV package - they lied about Amazon Prime being on it. Then shut down the TV part and they tried to charge me #20 to remove this plus the cost of the box. Raised a complaint and tried to cut down speed to 50mb but they have failed to call back for the past 6 weeks, they even closed off one complaint without speaking to me! Customer service is awful, i am trying to get a transcript of conversations at present to take them to the ombudsman and OFT as they lied at least 4 times over the phone. My favourite was 'we don't offer 50mb anymore', something i could purchse from new for cheaper today from Virgin if i so wished. Avoid!!!!!
Reviewer
Dimitri
Location
North Shields
Date
09/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Worse company i have ever dealt with , i was still in contract with Talk Talk but was informed if i changed over they would compensate me a certain amount to cover the early penalty i would occur, what a surprise they have no knowledge of this conversation so i have been paying 2 lots of broadband for the last four months & still no sign of this being resolved .They made a hash of notifying Talk Talk and it took three attempts to change over the land line phone , it would work fine then for some reason be disconnected and we where given a temporary number without being informed.The customer service is terrible , once you manage to get in touch they just fob you off with some excuse. As soon as the 12 month contract is up i will be away like a shot .
Reviewer
Jasmine
Location
Chester
Date
09/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Do not use this company!!
Reviewer
JIggs
Location
London
Date
09/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Rubbish all round... worst customer service ever rude inbreeds, no broadband service for the last 4 days.. this is on top of the constant outage.. Will never use this company again happy to buy out contract and still the the crap wants to hang around for 30 days why? I want you OUTTTT now.
Reviewer
Tony121
Location
St. Helens
Date
09/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband in the uk. Down more time than working. I pay for 50k speed but when I run a check (often) it’s more like 8. Every year they put the price up by over £2 you ring to cancel and they magically reduce the price still higher tho.
Reviewer
Charlotte Lovell
Location
Swindon
Date
08/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This multinational company rips customers off for products that do not even the minimum. I do not live in a bad area with bad reception etc either so that is not the case. I seriously advise against anyone getting both the Television box and the Wifi
Reviewer
Shahid
Location
Slough
Date
08/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute waste. They all just lie. When they sold the package, the lady offered me a bundle which wasn't there later and they don't believe me and also can't trace out who that lady was. Also, Gave me a dodgy, after market TV Remote, phone line got active after a month. Internet goes down intermittently.
Customer service representatives can't speak proper English.
I'm getting rid of this and going back to Sky who are a million times better in customer service.
Will never recommend Virgin Media EVER EVER
Reviewer
G Crawford
Location
Liverpool
Date
08/03/2018
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Don't use this company if you value your sanity !
We had a package including broadband & landline phone. The broadband reliability was patchy - despite several promises of "free upgrades" which never made any difference.
The land line stopped working for over 3 months .Whenever we complained we were told there had been no reported faults in our area - they couldn't seem to understand that we WERE reporting a fault. When it was finally resolved I asked for a refund of the landline fees only to be told by an obnoxious customer service advisor to "prove it".
The main bugbear & the reason we finally saw sense & closed the account was the appalling customer service ( or rather the complete lack of any). To speak to someone you have to negotiate a labyrinthine automated phone system & then your passed from person to person while they decide who should deal with you. They never seem to make a record of any conversations- so the next person you deal with hasn't a clue what's been discussed & you have to go over it all again.
The final insult was receiving a bill- after the account was closed & paid up. I had to contact my bank to ensure the direct debit wasn't paid
Reviewer
Christine Gratton
Location
Ls8
Date
07/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful service on all counts
No broadband for over a month
Constant lies and no customer service whatsoever I’ve never dealt with such an incompetent badly run company
Installed less than 3 months ago and nothing but problems resulting in no services and no communication as to when they are able to correct the mess that have made
Appalling
Reviewer
Abdelilah Nuaimi
Location
New Malden
Date
07/03/2018
Ratings
Reliability
1.00 stars
Comments:
The Virgin Media Internet service has recently been woeful to say the least. I make my living via the web. I am fully dependent on the Internet in this respect. You can imagine my frustration when I sit behind the laptop to find the Internet is down. This has been occurring on a daily basis.
Reviewer
nat
Location
croydon
Date
07/03/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I am paying for broadband with Virgin Media, £36 seem to be the entry price after your initial discount and if you don't take a full package.
Broadband is working well, but their curtomer "service" is driving me insane.
I do not want a TV as I don't watch it and they call me regularly to push onto me a TV package eventhough I told them time and time again I don't want a TV package. If I don't pick up the call they call me twice a day until I do...not to propose something that actually interest me.
It's like they are not able to put a note with your account to capture what you need and it feels like harassment. This alone makes me want to change provider.
Never had such a bad customer service with anything else.
Reviewer
Tick
Location
Yorkshire
Date
06/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
After being with vm broadband service for a number of years and having **zero** broadband useage, they offered my a fair deal for renewal. I told them that i would call them back once i had decided. When i did call them back, the customer service guy seemed to have little intrest in keeping me as a customer and decided to bump up the price.
I decided to cancel based upon his feeble and rather condescending 'could not care or less if you leave us ' attitude. To be honest this is the second time in the last few years that this has happened. I decided to give virgin media the benefit of doubd the first time. However i am not enamoured to trade with a company that obviously has serious and fundamental problems with staff training for customer care. To be fair the guy has done me a favour. I will be saving several hundred pounds each year for a service that we never used.
Funnily enough, *within* hours of cancelling my broadband, the 3g service on my phone suddenly was throttled in various ways. It might be a coincidence, but after 6 years of mobile service without this type of issue, the timing of this anomily seems rather inconvenient and appears to be a petty tactic... especially for a company like vm to be inflicting upon it's customer base.
I have three mobile contracts with them and i am looking to move all the services as far away from vm as possible. I dont wish to trade with a company that potentially believes that it is acceptable to behave in such a vindictive manner. I would rather pay more to a competitor. To be fair, when things are running well vm service is okay, but if you want to leave, they seem to have an inbuilt penchant for punitive punishment which they apoear to have at the ready to inflict upon customers.
On balance, my honest advice would be for you to steer well clear of any company that feels it is right to behave in such a despicable manner. (Unless you have some kind of sadomasochistic tendancies, in which case go ahead and enjoy virgin media's abuse whilst they enjoy stripping your bank balance)
Reviewer
nick
Location
gateshead
Date
05/03/2018
Comments:
Been with them for 25 years last 3 or 4 years been terrible always putting my bill up, saying my discount has run out etc, never get a letter or email, just put my monthly bill up from £53 to £96 told me i had to stay with them for another 6 months at this price, when i ring to talk to them they hang up, cancelled contract, wish i done it years ago.
Reviewer
Jo
Location
Bristol
Date
05/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
I have been with Vigin media for years, we have constant faults which requires an engineer around every 3 months, constantly putting their prices up, customer service is appalling, they tell you what you want to hear but it’s all lies and surprisingly the next time you call things aren’t recorded or logged. Broadband speed is good but virgin media as a whole is awful.
Reviewer
Randall
Location
Hounslow
Date
05/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
BUYER BEWARE. If you start having issues from the onset ENSURE that you cancel within 14 days - You will be VERY relieved.
They Messed up the install - 1st Engineer dissapeared and took a 2nd engineer and 4 hours to fix. The 2nd Engineer turned up with a 'manager' and apologised as they are having this issue often.
Didn't add the 3 months free Sky cinema subsription I was promised (was even written on the paperwork I signed). The customer service rep even stated that they have an ongoing issue with the sales people outright lying to customers. The rep did eventually add this to the package though.
Customer Service failed to call me back after promising to do so - their systems weren't working hence why they offered to call back in the first place.
The '100mb/s boost' turned out to be around 3mb/s in the evenings which was absolutely shocking as my Sky standard ADSL (not fibre optic) which was still connected at the time was running FASTER! Turns out that although Virgin advertise the fastest internet in the UK they do NOT guarantee any minimum speeds, all the other big fibre optic companies do - Don't take my word for it, do your research.
When I rang to cancel, I waited and jumped through all the hoops and was then told that I needed to call the cancellation department to cancel as customer service couldn't do it... I then explained that I had called that same number read out to me and pressed all the correct options for cancellation... suddenly they were then able to cancel.
Recevied a bill for £110 2 days after I had cancelled despite being specifically told that no charges would be incurred as I had cancelled within the 14 days. Called up and they then told me to ignore this and cancel the direct debit.
Was then left a message the next day stating that I still owed them 41p for phone calls. I have never had a phone connected at my property before or during my horrible experience with Virgin Media. I honest can't get over the fact that they were charging me for making phone calls when I don't even have a landline phone connected? If this isn't a red flag for a company, I'm not sure what is.
Really disappointed - The sales guy even admitted that the TV channel options didn't come close to Sky and sold it purely on broadband speed and reliability hence the £5 more a month I would be paying instead of a similar package with Sky.
Rant over
Reviewer
Pawel
Location
St Albans
Date
04/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After years of being a customer I will finally leave Virgin this month. Very bad experience and I should have done it long time ago. Since I told them I'm leaving my broadband speed went down to 6-10 mb on ongoing basis even though I pay for 'up to 50mb'. Their customer service is kind of a nightmare - advisers do not listen to you but just repeat their selling formulas like mantras. It is like listening to a record instead of having a communication. Can't wait to have nothing to do with Virgin ever again.
Reviewer
Callum
Location
Stockton on tees
Date
04/03/2018
Ratings
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Total rubbish connection took 20 mins to load this page up might as well have no internet at all
Reviewer
Richard
Location
King
Date
04/03/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Don’t ever use Virgin Media
Waited 5 hours for the engineer. Engineer uncontactable they say. No one will help. On the phone for over 2 hours. Supposedly at 17.44 the engineer tried the door. Apparently no answer. Two of us waiting. LIES LIES LIES. This company is BEYOND A disgrace. Don’t ever use Virgin Media! Ever! Unless you want to be treated like you are a worthless fool who’ll just take it. AVOID LIKE THE PLAGUE. Customer service is beyond ABYSMAL.
Reviewer
Betty
Location
Hampshire
Date
03/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
They USED TO be good. I downsized my package n over the phone was offered the deal I accepted but in fact they gave me a different deal n there is nothing I can do as they don't have it on the system. Simply woman from customer service LIED to me to make me stay with them! DO NOT RECOMMEND. Speed is ok but now n then I loose connection
Reviewer
Kimberley
Location
Dunstable
Date
02/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not recommend virgin. We queried the price as a customer of over 4 years it has gone up to £41.23 with out any correspondence. (Broadband only) over the phone they said they would drop it to £30 and NEVER told us this would be a new contract. We moved out of our home and currently don’t own a home to move our broadband too they have said they will charge us an cancellation fee and all they have to do is prove they sent a letter about a new contract, not that we received one or read one. Because had I of received one I would have queried it there and then!! Spoke to a very rude guy called Gary he kept interrupting me and laughed that I didn’t currently have a house! I found this very rude and inconsiderate! We never agreed to a new contract never received any correspondence and they are not willing to hold the account until we have a new address just give them money for a service we won’t be using!! Will NEVER use virgins services again if that’s the case!
Since asking others opinions on virgin I’ve not heard anything good either... maybe it’s was a expensive blessing in disguise as I will NEVER use virgin Media’s services again. Not if this is how they treat customers.
I have asked for the call that should have been recorded to be listened too as we didn’t agree to a new contract and apparently this takes 40 days! I will be contacting the onmusbusman as the rather rude Gary said all they have to do is have a prove that they sent a letter. Not that it was received. Which was never received and was never agreed to over the phone. After Gary continued to be rude I told him that I have an app on my phone that my calls are recorded and he said well now you can’t use this call. I will be taking my complaint further with his attitude also.
Reviewer
pp
Location
uk
Date
01/03/2018
Ratings
Satisfaction
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
was fine until i report that want to cancel due the price for next year, now i got 1mbs and i`m stock with that broadband for nearly month, it`s not funny, rubish
Reviewer
James
Location
Leicester
Date
01/03/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
When it's working the connection speed is decent, but it never works. The reliability is by far the worst I've encountered, so if you value your time then stay as far away from Virgin Media as possible.
Reviewer
jey rengasamy
Location
kingoston
Date
01/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
worst service.
and really poor customer service.
service interrupted many times. and the staff dont understand anything. one even told me i dont have any account. i had to ask then why you are charging me monthly....
paying 35 pounds for this interrupted service is really frustrating..
it stops in the middle of watching a movie..
annoyed, dissatisfied, angry, and virgin media is unhelpful.
Reviewer
sajeela
Location
Surbiton
Date
28/02/2018
Ratings
Satisfaction
1.00 stars
Comments:
very very poor customer service
They make all the effort to charge you extra. My contract finished and VM kept charging me saying it is my responsibility to inform them about my contract ended. They put me on new contract with increase price without my consent. How on earth someone forcefully implement their new cost without acknowledging customers
very deceitful
Reviewer
sajeela
Location
Surbiton
Date
28/02/2018
Ratings
Satisfaction
1.00 stars
Comments:
V V poor customer service
My contract finished and VM kept charging me extra new price saying it is my responsibility to inform them about my contract ended. How on earth the contract work like that after contract period you been put off on new package without your consent. The customer service very poor rather admatting their mistake putting all the things on your head after contract time finish.
Reviewer
Anna
Location
Prenton
Date
28/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disappointed in virgin media. Worst service ever. I’ve booked for broadband to be installed in my property beginning of February. I was given 15th February slot 1-6pm. I’ve taken half day off work to wait for an engineer. No one has contacted me (only messaged reminder one day before with time slot) so I rang at 5.40pm only to find out that the work wasn’t supposed to be done at my home but outside and I was given another day for a visit-27th. Again I’ve waited 1-6.40pm and no one showed up. I rang virgin next morning and they told me I was scheduled for 28th so yet again I’ve waited for someone to show up.. nobody showed up!!! When I rang again they said they can reschedule me for 13th of March!! Why?!? I was at home, waited all this time. I said I wasn’t happy but the guy I have spoken to wasn’t at all supportive. He was not interested in what I’ve had to say, so I’ve cancelled. Big headed company, not interested in their customers.. I hope other people with similar experience back me up on this
Reviewer
Nicky Im
Location
Nottingham
Date
28/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Called their customer service to undo the cancelation of the broadband at my address, (it was canceled by the owner ny mistake a day ago, the 12-month broadband contract has ended and the broadband continued on a 30-days rolling basis and we would want to keep it this way for another month or two), the operative told me that by doing so I will have to pay a £25 activation fee, plus they will send me a new VM Hub because mine was an old model. Futher the discussion the operative put me on hold for a while and told me that the activation fee is reduced to £20 plus they will still need to send me the new Hub. I asked ways to return the old hub and he put me on hold again, and told me that I need not to return the old hub, I can use my old hub and there will be no activation fee in this case, my line activation should take no more than 24 hours (keyboard typing at his end). However after 48 hours there was still no internet service. Therefore called them again (another operative) and I was told that there is no pending activation, if i need to use the internet then I will have to sign up another contract. Clearly they dont practice recording the conversation with their customer nor keep a record of what was discussed between and done with their customer's enquiry, what they are telling is different from one another. You will have to record the whole conversation to act as a proof to operative B of what operative A has agreed but failed to do so.
Reviewer
Mike
Location
South Croydon
Date
28/02/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Good luck if service is working as advertised. Engineer made a poor job of reconnecting old service, cables frayed and exposed. Customer service overseas utterly incompetent. Prolonged service outages, with ever moving fix schedule. Avoid at all costs if you need reliable connection.
Reviewer
John
Location
UK
Date
27/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Got a new sim for a "Network Expansion" - Yea, right... Put new sim in, and "Sim Not Supported", Phoned them up, and now my phone is literally DISABLED, you cant do nothing for 5 working days, Farewell to my business for 5 days, sorry any of my customers and people after quotations, i have lost money, over this, i will be seeking compensation...
Reviewer
Laura
Location
Harlow
Date
27/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful service. Would not reccomend virgin media to anyone. Customer service are useless. Constantly have disruptions to service and nothing is ever done about it. STAY AWAY FROM VIRGIN MEDIA
Reviewer
Joe
Location
Cambridge
Date
27/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Broadband speed of 100Mpbs was promised, but we raarely get more than 3 Mpbs during the peak time.(Betwwen 7.00 pm and 9.00pm). When tried to cancel the service at the end of contract, i ahd to psend more than 1 hour on phone and call multiple time as they keep transferring from one person to another person. They played every trick to move you away from cancelling the service
Reviewer
Adam
Location
Slough
Date
26/02/2018
Ratings
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Absolutely terrible customer service, no one at virgin has any idea what they're doing and just pass you from person to person, no matter how many times you explain the problem they just don't get I, 6 months later and things are worse then ever, nothing works but they're still happy to take your money.
Reviewer
Adrian
Location
London
Date
24/02/2018
Ratings
Satisfaction
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Where to start! These people set new standards of low in customer services. I am working abroad now so makes sense for my wife to take control of our account. It has taken since August last year to do this, in between we have been cut of twice. Over charged, reconnected, had the phone cut of for 3 months and suffered terrible broad bad speeds. the broad has got so bad we called for assistance the guy has finally turned up today late and said not surprised your broad band is rubbish you should have been sent a new box 2 years ago. I thought it was all solved when i threatened the ombudsman and we did get some service to only then find out that they had not changed the payment process from mineto my wifes name and i was about to get a black mark on my credit rating. But you have to struggle on service only slightly better with other providers over the years. My experience of Virgin Care the parasite that is eating away our NHS is not better, company is constant though constantly terrible!
Reviewer
Rob
Location
Hampshire
Date
23/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Several text reminders that an engineer is visiting today between 1 and 6pm, seemed well organised, ..... I was here for 8 hours no bloody engineer..... rang up customer services, yeah he’s running late maybe he’ll be there at 7...... cheers for the update virgin
Reviewer
Keith Armstrong
Location
Whitley Bay
Date
23/02/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Just been woken up at 02.30 for an automated cretin voice to tell me that I have reached my limit on data.
This seems to be a new, UNWANTED, addition to Virgins service.
I have a son working in central Poland, a granddaughter in Australia so what do you think the obvious conclusion is?
Last twice I have attempted to get something done by their Customer Service, I have had to ask time and again for the agent to repeat what she is saying as her accented that almost everything is unintelligible to me. Last time, after almost an hour, nothing was resolved.
Been a customer since the very beginning, but fast losing patience.
Reviewer
Andy Dray
Location
Fareham
Date
23/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Avoid. These people steal our air. A good company cares for their customers when things go wrong. Virgin Media is not one of them.
Reviewer
Cris
Location
Tottenham
Date
22/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Had them for a couple of years because they were the only fibre option available at that time ...
In a 12 month cicle, they are good for 1 month after every renewal ... And overpriced rubbish for all other 11 months.
Reviewer
M S
Location
Walthamstoe
Date
22/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
-Horrible speeds,
-Misleading customers in to "upgrading" to 70-80mb lines just to find out from the engineers that you were set up on a rubbish 17mb card
-ripoff prices that keep being increased over and over
-almost impossible to get support on the phone,
-if you do get someone to answer, there are situations when you probably know more about hardware and broadband then them.
-if something goes wrong at their end, be ready to wait for 5-6 days untill they send an "engineer" and another couple of days to have it fixed.
Reviewer
Paul
Location
North East
Date
22/02/2018
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Customer service is a joke. Internet often down due to their exchanges constantly having problems. When working, speed is good but variable. I will be looking at moving providers when my contract expires. (There must be better out there!)
Reviewer
Average Joe
Location
Hove
Date
21/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor service. A real pain if you need to get anything like the service advertised or indeed pay for.
I would prefer to give 0 stars for customer service
Reviewer
monika
Location
kings cross
Date
21/02/2018
Comments:
We do not have internet connection from last Saturday 17th of February 2018 and they are telling us the same story every day. it says it will be fixed by 12 pm / 5 pm / 10 pm everyday same story for last 5 days. There shouldn't be any unscheduled downtime. What is the problem and when will it be actually fixed no reliable information available. I don't want this again tomorrow and the day after. anyone facing the same problem @ WC1 area Kings cross?
Reviewer
Dave James
Location
London
Date
21/02/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The nightmare of trying to organise the disconnection and re-connection to my new home was laughable. In the process I had to confirm my old and new address and password 7 times. Cheap outsourcing has its consequences and your call center on this occasion left me utterly frustrated and fed up. We need some decent competition to Virgins fibre optic services, anything would be better than this headache!
Reviewer
Mike
Location
AYLESBURY
Date
21/02/2018
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Reliability seems to be improving. Current levels are very adequate. We have 200 Fibre service. Get from 10 to 45
Reviewer
singer
Location
cheadle
Date
20/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Kept in all day waiting for engineer. No communication,spoke to Indai 3 times, finally told them where to put their "service".
Reviewer
Kim
Location
Merseyside
Date
20/02/2018
Comments:
I can say i am extreamly disappointed with virgin media, had to cancel my account through no fault of my own, as i had to move house and they couldnt provide their service to my new flat. then without my consent i get a fee taken out of my account. I do not recommend them at all. Considering i once had to cancel Sky and due to a move and they said that although i am in a contract with them it is not my fault my current home doesnt let them be a provider. Therefore in my opinion if any of you out there are thinking inbetween sky or virgin. I would definitely recommend sky they are great.
Reviewer
greta
Location
wallsend tyne and wear
Date
20/02/2018
Comments:
I have been a Virgin customer for years but once my contract is up I will be leaving.Since they brought the new routers in I have had nothing but trouble..The Wi-Fi keeps going off every few minuits I am paying for 100megs but lucky to get 1 it is absolutely ridiculous.Customer services just keep fobbing you off with excuse after excuse.They don't give a jott but keep on taking your money.
Reviewer
Sandra Harris
Location
Leicestershire
Date
20/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Contacted in September re; joining Virgin.Installation on January 25th. Installer couldn't activate installation i was ringing on mobile till 7pm. Left with 4 plug extension lead plus 2 plugs connected to 2 plug socket = Fire Safety Hazard.Plus no phone connection still; Virgin hasn't contacted previous provider.Have
to date have had yet another of piece necessary equipment installed now 7 plugs connected to 2 plug socket !!!!! Have had bill from previous provider plus 1st bill from Virgin.
Not using any equipment from previous provider and can't on advice of Fire Safety Officer use new equipment from Virgin.
Have contacted Virgin several times full of excuses.Want me to pay £100 for 5 new sockets.
Contacted CEO of Virgin Media haven't bothered to contact me.
How many more customers have been left in such circumstances.
Reviewer
Alicia
Location
London
Date
20/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
More than two months for an internet installation. No feedback about the process. And now mi first bill came and I cannot see the discount promised. Virgin Media is a dishonest company
Reviewer
Kevin Walters
Location
Ashford Kent
Date
19/02/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Most days we loose Broadband at some times of the day, it is very irritating. Customer service hides away, so difficult to discuss problems with Virgin. looking find a reliable service.
Reviewer
Blair
Location
Middlesbrough
Date
19/02/2018
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've been with these guys for about 5 years. Moved to BT for 18 months, which was one of the worst moves I have made... At the end of the contract, I went straight back to Virgin Media.
Very good speeds and reliable connections where I live. Recently speed was doubled for free - so pretty nice to have something like that for nothing.
In the 5 years, it's only failed once that I can remember and that was an old terminal box at the wall that had developed a fault - engineer came out the next day and replaced it.
The only downside is that if you want to get in contact or speak to someone it's hard to find the right section - but that's minor as it happens infrequently.
In general, the best broadband provider I have used!
Reviewer
Steve R
Location
Medway
Date
17/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Having tried to negotiate a better deal for my elderly mum who has been a customer of Virgin Media for over 10 years, I was offered a small discount and a new set top box (her old one was over 10 years old as well). I specifically asked if the set top box would cost anything and was told it would not. When I checked her next bill not only had they charged her for a TiVo box (which is rubbish) the bill has gone up because of some additional subscription for TiVo. I immediately went online and switched to Talk Talk.
When mum continued to get bills from Virgin I contacted them to complain and they said that only the telephone had been switched and that broadband and (free) TV were still connected - and that when I had accepted the new TiVo box and agreed to the discount I had effectively signed a new contract with them on mum's behalf. They did not tell me this at the time and they say they sent an email to the service email account which has never been used as mum gets her bills through the post. I was told that they would get back to me within 48 hours after reviewing the original telephone conversation. They never returned the call and are now demanding contract cancellation fees AND are still charging mum for a service she does not and has not used since November.
Do not trust Virgin Media they are dishonest, and downright deceitful.
Reviewer
Y Robinson
Location
Edinburgh
Date
16/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Universally awful.
Reviewer
Welch
Location
Thatcham
Date
15/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Again twice today my broadband has gone down. This is a regular occurrence. Can't wait for next price increase and I'm off. Virgin media are unreliable.
Reviewer
Arlene
Location
DUNFERMLINE
Date
15/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Salesman convinced me that Virgin's broadband would enable my son to use the internet in his bedroom. When the engineer came to install the broadband I asked him if the broadband signal would work in my son's bedroom. He looked up the stairs and said 'It will work, I cannot see any issues'.Broadband installed and NO signal in my son's room. Called Virgin, back and forth between customer services and technical dept. Engineer can come out again and preposition the box, or you can buy a booster. However cannot do anything today as engineer has not closed the job and it is still active so call back tomorrow. Goodness and it has only been installed today. Well the sales man lied to get a sale?? What a surprise, and no assistance until tomorrow. Really no point in changing from Sky to Virgin as they are both useless
Reviewer
Mark
Location
Norwich
Date
15/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Slow hand clap for those in charge of customer service - they have messed up my business line installation and I now have no working service for my company - they are thicker than a whale omelet and don't answer the phone for support - expect 30 mins of call waiting at cost every time you call to try and get it sorted - no email support....
Reviewer
David
Location
Sutton
Date
14/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
I have had 5 service outages in the past 17 days, totalling 40 hours, and when I phone Virgin Media they cannot tell me why their network keeps failing or whether it is likely to keep failing in the future. The "service" has become so unreliable as to be completely useless and I am now simply deciding whether to move to BT or Sky.
Reviewer
Michael
Location
London
Date
14/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Terrible customer service, dishonest & money-grabbing company. Mediocre broadband. Virgin don't give a damn about their customers.
Reviewer
Megan batchelor
Location
Birmingham
Date
14/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ABSOLUTELY AWFUL virgin media have my blood boiling absolutely awful over priced and just terrible with all of there services. Do not ever go to virgin sky is so much better
Reviewer
Rebecca parkes
Location
Birmingha.
Date
13/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
Sandra Harris
Location
Leicestershire
Date
13/02/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been left angry and frustrate by the way I have been treated by Virgin Media and I'm only 3 wks into my contract.
The engineer installed everything he could but couldn't register it due to problems in the day. I finally get through to register at 7pm using my mobile.So phone or internet for approx 5hrs.I had to connect phone.
Sister concerned as she couldn't get through to me having rang several times I'm disabled and live alone.
Find out phone not working, contact virgin new number given even though I'd asked to keep old number. Contact virgin to be told that it's unlikely i can have old number as they are only given a week to transfer. Contacted previous provider virgin hasn't been in contact with them!!! So my account still open and they will wait for Virgin to contact them.
Have to wait at least 14days before I get old number.
Today I find i have a bill from previous provider 53.87 and to top it all virgin has taken 102.95 for a service that isn't fully up and running.?
Virgin technician arrives today with another piece of equipment.
I Now Have an extension lead of 4 olive connect to 3 plugs = 7 plugs in a 2 plug socket. When I complained about fire safety risk they want 99.00 to install extra plug.
Reviewer
c hart
Location
Brighton
Date
12/02/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
SO FRUSTRATING AND DISAPPOINTING, TERRIBLE SPEED AND I LOOSE BROADBAND , EVEN WHEN SITTING DIRECTLY OPPOSITE THE HUB, A DISGRACE AND THE SMALL PACKAGE OF TV SEEMS WORSE THAN FREE VIEW AND YOU PAY FOR IT ? THE STAFF WHEN YOU PHONE TO DOWN GRADE WORK HARD TO UP GRADE YOUR CALL, ITS SO FRUSTRATING.
Reviewer
Irma
Location
Houghton Regis
Date
10/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I just got tv box from Virgin, and again they can't manage to calculate bills correctly. Instead of paying £40, took £84! So angry. I don't even know where to start to get my money back, because customer service is so bad! Don't really want to waste my time and money trying to get some help from them. I am customer for 8 years and i think it will be last year!
Reviewer
Baggyboy
Location
Warrington
Date
10/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Absolutely sick of Virgin
I have been with them nearly 30 years!
Tried to leave today quoting expense old equipment
They were not interested
They know they have got you.
Will not change for modern equipment so stuck with old obsolete box
Why can’t you you just let people leave?
Reviewer
Lisa
Location
Nelson
Date
10/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never will I use virgin again, everyday I was having to phone customer service because the internet wasn't working or going so slowly I was pulling my hair out and then when they sent a engineer out he broke the bed when moving it because he lifted it from the end yes it was a old wooden bed but it wasn't broken until he moved it. When we phoned up to complain they sent a manager round to look at the bed who told us the engineer had told him I had moved the bed which I hadn't had it was to heavy for myself to move it. They blamed us
Reviewer
Sajid
Location
Woking
Date
09/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Got to be the worst company to go with
Give better deals to new customers nothing to Old customers no loyalty whatsoever not even match the deal that new customers are getting.
When told going to cancel and open a new account on my other halfs name and get the better deal makes no sense for them not match it but they're rather me cancel it and get a new deal as a new customer on another name pathetic
Reviewer
Sajid
Location
Woking
Date
09/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Got to be the worst company to go with
Give better deals to new customers nothing to Old customers no loyalty whatsoever not even match the deal that new customers are getting.
When told going to cancel and open a new account on my other halfs name and get the better deal makes no sense for them not match it but they're rather me cancel it and get a new deal as a new customer on another name pathetic
Reviewer
Daniel scott
Location
Date
09/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Didn’t show when they said they would install cost mrs days work no txt or call to say they weren’t bothering to come when I told them they couldn’t care less about it (very rude) don’t know if we will stay with them
Reviewer
Ersin
Location
London
Date
09/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The most bad customer service ever !
There staff except to reset your router couldn't do anything else!
The service is terrible!
For 7 mouths they can't send someone to change my router !
Lechery I don't know why i pay so much money for nothing few steps far from there "amazing router" and you don't have internet!
My advice is choice everything else except virgin media!!
Reviewer
Lydia
Location
London
Date
09/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst experience of my life. Been with sky but my new landlord wanted me to pay to put the dish up. Should’ve paid up. Virgin media are thieves and they do not honour contracts. They are bullies and cheats. And don’t even think a year of service will soften them. NOOOOO... virgin media is daylight robbery. DO NOT GET INTO A CONTRACT WITH THEM. THEY WILL IGNORE IT AND INSULT YOU IN THE PROCESS. THEY KNOW YOU WILL NEED TO SPEND MONTHS CHASING THEM. AND THEY KNOW YOU DO NOT HAVE THE TIME. GO SKY YOULL NEVER GO WRONG.
Reviewer
Della
Location
Nottingham
Date
08/02/2018
Ratings
Reliability
2.00 stars
Comments:
AVOID AT ALL COSTS. Unpredictable, unreliable and extremely slow. Customer service is constantly clogged up thus meaning 10minute + holding times. There has been times were the internet is down for days, which is unacceptable especially as a student with deadlines
Reviewer
Andre Bonnet
Location
London
Date
08/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
On the wc 29th Jan 2018, I purchased a broadband service from virgin media, with an agreed 15th Feb installation date. on the 8th Feb, I receive a call stating that there had been a problem and that not only they could not honour the installation date agreement, they also could not confirm a date by which they could proceed with the installation and would only be able to confirm a date in 5 working days. I asked to speak to a manager but was told that one was not available and that one would call me back in 1 hr. Two hrs passed and no one called. I called them again, a PREMIUM number, and they passed me through 2 different departments before coming back to me with the same: no date can be confirmed.
Keeping in mind that I am a NEW client, how lousy can a company pride themselves to be? How arrogant and incompetent can you that you act as if you can mess around clients like this without any repercussion to your brand?
Absolutely useless. Cannot recommend in any way shape or form.
Reviewer
Hasmita
Location
Leicester
Date
08/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I rang virgin media's customer services in November to ask about leaving as I will be moving out soon.
The lady I spoke to was rude and wasn't willing to help and was aggressive towards me.
I asked for her supervisor at this point but she just shouted at me and said she will cancel my contract, I told her I didn't need to at the moment in time as I was just enquiring and she kept on being aggressive so I told her I was putting the phone down and I do not want my account to be cancelled as I will email.
At the end of December they cut me of without my permission and have just received a letter today (08/0218) advising me that I have to pay a cancellation fee even thought I did not authorise this.
I have had to ring them again to advise them of the above and they have been so rude and aggressive over the phone.
Do not go with this company as they think it's ok to do what they like with your account.
Reviewer
JW
Location
London
Date
08/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Terrible company. Asked me to join for 1/2 price again as I had moved address. Unfortunately from what I can tell they are the only people who would serve my address. I took up the offer and they then ended up charging me the incorrect amount by a large amount. Their customer service is beyond terrible. Have been cut off the phone several times over the year when I have called them and you get past from pillar to post around various call centres. They are beyond a joke and will be leaving them as soon as the year is up. Do not touch them with a barge pole. Cowboys.
Reviewer
june
Location
hemel hempstead
Date
07/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
I am leaving this review as the final straw that broke the camels back.
My new neighbours in their semi house ordered Virgin. Virgin came out and ran the cable up OUR garden wall not theirs and then dug up our front garden to run the cable towards to house. Then ran the cable across the shared concrete steps to get the cable across to the neighbours garden and put a strip of concrete over the cable on the steps to hide the cable. Beggars belief !!!1
Reviewer
Jabz
Location
Manchester
Date
07/02/2018
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Love virgin media , have not had a problem with my broadband for almost a year now and the speed is great. Unlike BT if there is any fault with broadband and an enginner comes out its free of charge.
Reviewer
Jeremy Boulton
Location
Beckenham
Date
07/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Simply terrible treatment of a loyal customer! On moving house an engineer advised me to test the modem in its place (yes i did ask for it to be put there but was told it's working absolutely fine) for a while. If you are unhappy we will move it. Surprise when i ask for it to be moved i'm told i have to pay. That's waived when i point out engineers advice and advised trial period, but only when they read his notes. Relocation modem booked, engineer a no show. Call back a day later to be told pay 99 or we won't relocate the modem. No notes on my file apparently and no one cares that i took a day off work to wait for the engineer in the 1-6 time slot. (There was me thinking i'd get an apology and some compensation for the day!) If i had not called i'd be none the wiser. After that i spend 40 mins on the phone and told its deadlock you won't pay, we won't come! I wonder how long it will be before someone responds to me complaint, doubtless i'll be told what complaint? What notes? My contract is up in May sounds like the end of the road, if that advised contract date is correct that is!
Reviewer
NOFAR
Location
TSFANIA
Date
07/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
MOST TERRIBLE EXPERIENCE WITH VIRGIN MEDIA!
Not only the connection was very poor, no connection in bedrooms. prior to moving home i contacted VM to discuss moving our services, had to chase them even thou they assured they will contact me. on the day of the move i called again to find out they will take another 10-15 days to check their services, after an hour on the phone the VERY RUDE supervisor noticed they actually did check the property and somehow its is UNserviceable. then i was tranfered from one department to another as they all asked me to pay disconnection fee when i wasn't the one who wished to disconnect. until one representative decided to hang up the phone while i was talking.
DONT USE VIRGIN MEDIA!!!
Reviewer
Giovanna
Location
Richmond
Date
06/02/2018
Ratings
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I cannot believe how much money this company invest in advertising and once you become a client they offer you the worst service. They have a terrible customer service, even one manger once when I was explain my frustration about alll the problems I was facing, he was so arrogant and talking on top of me about is 20 years career.
Another one just hung up on my face today.
I have been with this company since Cristams and they haven’t gave me a telephone line yet, the tv work just sometime, I couldn’t even watch fire work for new year eve because I had not channel. Internet connection is terrible, the area where I get connection in the house is very small, i cannot believ there are not penalty to pay for this rubbish company for the disgusting product are selling. I cannot wait to change it,
Reviewer
GABY
Location
cambridgeshire
Date
06/02/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Every time I call virgin my blood pressure goes high, this company is full of useless, they doesn't undesrtand what they have to do.
After my 12 months contract I decided to give them the months notice to swap company, after a couple of days, somebody from virgin called me to offer a good package for broadband and phone) to keep me with them.
I accepted, but by sorprise, they cut off my service.I called them and one of the useless said that service was ended due to my request. That day started a new nightmare with virgin. I lost my phone line, nobody can find that conversation where I agreed to have a new 12 months contract. They estore my broadband in the mean time they looking for the evidence of new agreement.After a week, called virgin and the useless again said...sorry but you lost your number by your request, we put in place a new contract for your broadband and you have 14 days to cancel this new contract...
I never agree a new contract, They never said this restore service was going to cost me a standar rate and on top without lineland.
It's disgusting, 90% of customer service are Sh>>>useless, htey doesn't undertand nothing. I feel so frustrated, nobody care about customer, I swaped from BT(another Sh...)but virgin I think is worse.
Reviewer
gavin bonarski
Location
liverpool
Date
06/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting Company, was advise to upgrade service for better and cheaper deal. after 2 years of being a loyal customer my account has been blocked and no service for 5 weeks!!
Reviewer
Kris
Location
Willenhall
Date
05/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Horrible service overall. For the first Briodbandbis nowhere near what it was promised. In general whole company is full of promises which they can’t keep. Convinced me to move over with a deal which wasn’t noted in my account. Apparently now it’s my responsibility to have a proof of the conversation. Lame Virgin employee wasn’t good enough to do his job to make sure everything is documented but took my bank details like a champ. Story short I ended up with year long contract for full price which is more what I was paying with other provider. Thanks Virgin Media.
Reviewer
Dan
Location
Cov
Date
05/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting ****, first their internet is not as fast as they advertise but that's fine because no ones ever is. But they randomly cut off my internet saying i didn't pay my bill, but I did 2 weeks ago? Management must be geniuses.
Reviewer
Paula Hicks
Location
Brighton
Date
05/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst of them all. Underhand practise.
Reviewer
Ivor
Location
Cardiff
Date
04/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They are awful, just stay away. I am changing as soon as my contract runs out.
Customer service is very hit and miss,very overpriced and they just don't want to know when things gp wrong. can't run the amazon fire stick, 'its out of range so get a range extender' did still does not work. Only got 2 months left. Paying £60 a month!!!! its only 25ft away from the router and now the range extender is 18ft away still does not connect.
Reviewer
Mr Pribojszki
Location
Swindon
Date
04/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful, both as a company and a service. They put up my charge as they had 'improved' the speed. Since then the broadband cuts out continuously, have to use my 4g on the mobile phone and when I phone up they tell me that there is no issue as it has been fixed. Patronising and rude. Thank the Gods my contract finishes soon.
Reviewer
Callum
Location
Oxford
Date
03/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
At the end of the day, the broadband is excellent, but literally everything else about this company is not. When we first got it, I couldn't install it properly due to an issue with our house. We had to wait 2 weeks for an engineer to come and do a 5 minute job. 2 weeks when we were already paying 30+ a month. For a several million or billion pound company, that's just ridiculous. This doesn't include all the hassle I've had with customer service. The service is clunky and takes ages just to talk to a person. To be fair the people themselves are helpful and do their best but the company itself just makes the process as difficult as possible and puts them in a horrible spot. When faults happen, no email to let you know, just an "oh that'll be a few days before you get your service back" when you go through the 15 minute call to get hold of them. Literally the worst company I've ever dealt with. Now that fibre optic is being offered by other companies, go with literally every other one. Virgin is the worst company I've ever deal with, and I will never buy or use another of their products ever again.
Reviewer
Ahmed
Location
Birmingham
Date
02/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
william
Location
newcastle
Date
02/02/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have been with virgin media 11yrs rang andasked why I get loads of crap phone calls as am x directory and they blamed me asked how much to ad tv tomy package was told 100mb anytime calls and mix tv package 40 then 41 asked what channels mix tv was got told mix so I said I would call back when id looked at the channel list when I rang back I got the most inconsiderate costomer service moron he told me it was 57 got told of his manager he had put 51 down I told him look at the call log I was told 40 then 41 said id leave there not bothered avoid like the plague i would advise not to go to virgin they slow you down even when you have unlimited broad band and offer new costomers better deals
Reviewer
Rob
Location
London
Date
01/02/2018
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
200mbps. You must be joking. Its 11.40 pm. I’m gettiang 40mbps. Over subscribed isn’t the word for it. They don’t give a damn about their existing customers. They are only interested in new business.
Reviewer
Khayes
Location
London
Date
01/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Over past 10 years I've had so many problems with virgin media. The service they provide is slow, cuts out often, and sometimes is down completely due to 'faults' that they provide no refund. There is no option to file a complaint on the phone. Avoid at all cost. Worst internet provider ever.
Reviewer
Maral
Location
Glasgow
Date
29/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID!! Worst service possible! I am disgusted at how the handle customer issues! their sales agents would just lie to you to get you tied in a contract! they record/monitor calls but somehow they are not allowed to listen to these calls! of course when it doesn't benefit them!! DO NOT GET IN A CONTRACT WITH THEMMMM! Rubbish services. 0/10
Reviewer
Emre Ocakci
Location
Bournemouth
Date
29/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
*I have a VIVID 350 Optical Fibre broadband contract with virgin media, which had to be the fastest and unlimeted broadband connection, however, I can not even watch Netflix or Amazon without stopping every 5 minutes coz of " Insuffufficient Bandwidth" appaels on my tv.
*After waiting 30 minutes to talk to a customer service; I was given a promise that bad connection would not be happen again, however I have still the same problem every day.
* I was overcharged on my first bill for set up cost. I was charge £60 for the virgin broadband, it supposed to be only £20!
Reviewer
Stuart
Location
Kilmarnock
Date
29/01/2018
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Honestly stay away. The internet shits itself everytime there’s a gust of wind & it takes ages to get back online. Bunch a helmets.
Reviewer
Alan spencer
Location
Nottingham
Date
28/01/2018
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Frequent complaints about speed,should be 200 although 300 is available in my postcode area. Always assured it is correct but i know it is not. was told i had to use their system but could not uderstand what that was. in addition to smart tv.We use 4 other tvs all with cable boxes a laptop, 2ipads, 4mobile phones and 1landline
Reviewer
Jo
Location
Macclesfield
Date
28/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What an absolute joke this company is. After 20 years with Virgin we have been having broadband issues for the last 2 years. I pay 100 a month for basic package with 200mb download. The average speed I get is 10. I have been given a 2 week refund as the broadband keeps going off 10 to 15 times a day. They gave me £3. What an absolute joke. So does that mean I should only be paying £6 a month as that's all its worth. Waited in all day for the engineers to replace cable didn't turn up. Virgin don't give a crap about there customers and this just proves it. Goodbye Virgin .
Reviewer
Paul
Location
Kensington
Date
27/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
DON'T USE!!! Utterly horrible. Unreliable internet which often dropped out and far slower than advertised speeds.
When I left my address, I cancelled the plan and called Virgin - I was told that I was fully paid up and could cancel my direct debit. Apparently this was not correct - I've since received a "default notice" threatening court proceedings over some 30 pounds. Virgin has not responded to any of my emails, and I have not been able to contact them as I have been overseas. The idea that they would take me to court when I did exactly as they instructed, and when they never held up their own end of the bargain at any point (by providing reliable internet) is just awful. I would not recommend Virgin media to my worst enemy.
Reviewer
Hannah Coogan
Location
Ireland
Date
26/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst network I have ever experienced. Absolutely terribly. The WiFi went every day and when we called them to ask for help they did nothing. Very slow, constantly cutting out. We live in the 21st century and if a service provider can not provide something as simple as WiFi, then they should not be in that sector. Do NOT sign up with them. Worst ever.
Reviewer
Ana-Maria
Location
Reading
Date
26/01/2018
Ratings
Customer Service
2.00 stars
Comments:
Since i ve mouve house, i had just probems with monthly payments and bad customer service over the phone.
Every month i ve been force to call to resolve extra chargers that they send me , even if i had a fix monthly charges. And every time i wanted to make a complain they said is no necessarily! How is this possible !?
After i will change the house i will make sure to not contact them for another contract and to not recomand ever .
For those of you who thinks to get a contract with this guy (virgin media) please consider sky or talk talk!!
Reviewer
Emily
Location
Kent
Date
26/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Absolutely rubbish internet. I've used sky before and then moved here and switched to virgin. We pay over £100 a month for the top package - fastest network and bandwidth available and newest router - and it's absolutely pants. I wish we'd never got virgin. I'll be going back to sky when we move again. I can barely do anything without it disconnecting, it never reaches and is generally terrible. It's overpriced and awful, save the money and go with cheaper and more reliable sky - or anybody else!!
Reviewer
Ryan
Location
Nottingham
Date
25/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please stay away at all costs. We’re paying £36 a month promising speed of up to 120mbs, yet we’re recieving not even a fraction. They then have the audacity to bump up the price to £39 a month. If you’re a student stay away.
Reviewer
Johara
Location
Glasgow
Date
25/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Probably the worst broadband someone could have. The connection always falls (sometimes 9/10 times a day) and we have to call every single day for them to momentarily solve the issue. A technician came in and changed the rooter, only for it to stop working after less than 24 hours. Every person we’ve spoken to is quite helpful but this doesn’t solve the actual problem, which has been persistent. Please think twice before choosing Virgin Broadband since it is the crappiest broadband out there. And we’re stuck with a 12 month contract although we’ll only be living in this flat for 6 months and don’t know how to get out of it since there wasn’t a shorter contract and we thought it was at least going to work properly but it doesn’t. A supervisor is meant to come on Friday and we can only hope they’ll resolve the issue, although I immensely doubt it. DO NOT CHOOSE VIRGIN BROADBAND, IT’S SO NOT WORTH IT!
Reviewer
merlyn
Location
sutton
Date
23/01/2018
Ratings
Speed
1.00 stars
Comments:
My phone is not working for the whole day .Last month and before my broad band was not working .The service is unsatisfactory for the money I pay every month. If I am not compensated for the loss off service. I intent to go to another provider as my contract finishes next month
Reviewer
Divya Sujith
Location
Leeds
Date
23/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would not recommend Virgin Media to anyone. The small print bites you on the back and you are trapped once you sign for it. They treat you as a bill payer and not a customer. All they want is money and you are just one among their numbers. No consideration for any situation. When you call them to sign up for a contract they are angels. Once you are with them, they dont care. Who have the time to take them to consumer court. So all you do is pay them till the end of contract and say a big good bye!
Reviewer
Aaron Sly
Location
Brighton & Hove
Date
22/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DONT BOTHER WITH THIS JOKE OF AN INTERNET COMPANY. You value your money? Go somewhere else. You'd rather not spend time raging and waiting for a f***ing s*** connection to resume itself? Brilliant, go find another service then. Virgin- you can f*** off. Cheers!
Reviewer
Fred Graham
Location
Gateshead
Date
22/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
For more than a year the offline condition has been almost continuous.
Letter to service directors are ignored and excuses for poor service are many and various.
Three technician visits have not solved the offline problem and yet they still expect you to pay the bill.
I would not recommend Virgin to anyone and the only reason to stay with them is all others are similar.
A very unsatisfied customer although Virgin do not treat you as a customer just a bill payer.
Reviewer
Kerry Conway
Location
Hertfordshire
Date
22/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID AVOID AVOID PlEASE READ THIS BEFORE CHOOSING TO GO WITH VIRGIN THEY ARE USELESS AND BREAK THEIR OWN TERMS AND CONDITIONS BUT EXPECT YOU TO ABIDE BY THEM EVEN WITHOUT SEEING THEM
This is my experience with them
I called virgin in January 2017 to have services installed into my property an instalment date for beginning of February was arranged and I was told by the sales team and in txt messages that before they come in they have to do a site check to make sure all cables are in place but they do not need access to my house (why they asked in a txt message if I would like to be in for this baffles me if they didn't need indoor access, after several call to virgin and then to the actual telecommunications company (kellys)I was told that the cables are in place and ready to install at my property. Fast forward to my instalment date of 2/2/2017 an engineer arrive to install my equipment only to find that the cable had were not ready and him and another colleague that he called came round and they themselves run the cables (the poor man was at my property for nearly three hours. Once all the cables had been laid the installation went ahead the engineer was very polite and helpful although did seem a little perplexed that he had to do the job of someone else.
After no more than two weeks I was searching through the channels and I noticed that certain freeview channels were not available to watch as they were not included in my package, after calling virgin I got told this if you want those channels you have to upgrade at a cost of an extra £10 per month when I asked why I cannot have freeview channels and the clue is in the word freeview which means they are free to view the response I got was yes but we would be charging you for the extra channels that wasn't free to view i.e documentaries I did ask to just have the freeview channels to which I got told this wouldn't be happening, during this conversation I asked for my account number, my telephone number and a copy of their terms and conditions, I got told we cant give you those details over the phone due to data protection but they would send them out in the post.
A few days on I noticed that my TiVo box seemed to be buffering for quite a while when trying to watch recordings I called virgin to see if there was a problem and after several arguments with them saying that they cant access my account without either my account or telephone number I explained well if you give me these things I would be able to tell you them and again I asked for them and their terms and conditions, I finally had to tell them to access my account using my postcode to which they did, after a few checks I was told there is a national problem and this is the reason the boxes aren't working I had to explain again that my box was working just buffering to which they replied ah well then you are not part of the national problem and they hung up on me, so I had to call back by this point I am now very frustrated and expressed that this in unacceptable (albeit I was polite and will opening admit I swore and got told we do not have to deal with such language to which I replied its not against you personally but about the company you choose to work for, they finally agreed to send an engineer, in two weeks times to which I said ok can you pls send him with a new TiVo box as this one is clearly dodge.
I waited in all day at a loss off £300 for no one to turn up when I called to find out what the hell is happening (again I was angry)I got told the screen said I said dnt bother turning up when I in fact i said there would be no point turning up if he isn't bringing a TiVo box with him, they then tried to arrange another appointment to which I asked them to agree that if they dnt turn up again for a second time the would reimburse me the loss of £300 to which they refused saying our terms and conditions state we have 3 attempts to turn up again I reiterated that I still haven't got them or account and telephone number, so almost a year later im still using and paying for a DODGY TiVo box.
In June I noticed that a certain prog was only recording for an hour as per their listings but the program was actually on for an hour and fifteen min to which I was told well we need 48 hours to update their systems and I could always watch it on catch up.
A few months on I noticed that my internet kept dropping out or simply not working again I called and had the usual C**p from them about needing account number (by this point I was losing the will to live) the lady done a check on my internet line and told the problem should now be fixed to which I replied well its not cos its still doing the same again I got told an engineer had to come out to which I refused on the basis they dnt turn up
So now I am paying for a DODGY TiVo box and internet that chooses when and if it wants to work
I received an email from virgin in September saying this is your pre contract just sign and send back and we can start your services in feb, I have in fact been paying since feb as they were installed.
At the beginning of this year 5/1/18 my series link didn't record one of my programs when I checked to see if it was on I noticed that the listings said the said prog had been first aired the Friday before (the prog was Hollyoaks and they never repeat) I didn't call virgin as I accept that sometimes these things happen or so I thought, on 11th Jan I notice that again my box wasn't recording a prog on itv (loose women) I checked the listings to see that the program before (this morning) was on from 10:30 to 13:30 as this program is live I thought there must be some sort of breaking news so I turned to itv so see what had happended and low and behold their were four women sitting behind a desk with a sign behind them stating loose women I checked my sky box (which I had installed back in june due to their incompetence of me missing the end of my programs)and also checked my freeview tv listings and asked my niece who lives in a completely different property to check her now tv box and all three were showing loose women was showing.
I called virgin and again went the same rubbish about account number ect to be told by a very helpful person (in Scotland) that her box didn't record the same prog on Monday either so it was at this point we worked out the prob couldn't be my box, after being put through to faults I was told we will do a check on your box and refer this to the network department and they would contact me within four days I asked what happens if this happens again to which I was told and I quote "we promise this wouldn't happen again" I expressed that this had happened back in june so what was the protocol to which he replied "i dnt know" so I told him go ask your manager and call me back.
Fast forward four and half hours no call back so I called back only to be told that prob takes four hours not four days to solve and that they will speak to second line, he came back and said I would need an engineer to come out to which I replied why when one of your co-workers had the same prob I got told in rather a rude manor well you didn't tell me that before I went through to 2nd line I replied this is should be on your screen as I had expressed this to the last person I spoke to - SURPRISE SURPRISE they didn't put this info on the computer.
After several phone calls to second line myself we established that indeed it was not my box but there listings but they couldn't do anything about past recordings but do I know any future ones that are incorrect, surely this is not my job to check but I did and I informed them.
I then finally put my complaint into Tom Mockridge (CEO) by email and after again several calls back and forth I received a letter from them stating that unless I do not have service for a whole twenty four hours then I wouldn't be credited at this was their terms and conditions (which I still have not received) but have received my account and telephone number now in this letter dated 18th January 2018, they also stated they do not advertise they are a fault free services as you can imagine my response was not nice but I simply worded it I have never advertised that I am a millionaire but would they accept I can only pay three weeks out of the four I THNIK NOT
At the time of writing this review virgin have until close of business today to solve this prob and upon checking the two progs which I informed them were incorrect listing last week are still saying the same..... I dnt hold much hope that they will be updated by 10pm this evening so another (and this time I wont be as polite) email will be send this evenings and if they dnt apply credit to account I will simply apply my own by not paying my next months bill
Reviewer
Harneet Nanda
Location
Nottingham
Date
22/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have used sky and ee broadband for years because house i lived in didnt have fiber optic option. they were slow but reliable. i have virgin for the first time in new home and i am so regretting my decision to go with virgin. totally unreliable broadband connection and mostly the customer service sucks very rude and unprofessional staff....all i can do complaint for a year...to others please do not go with virgin its a lie that you get 100 mbps speed I was told i get 100 mbps only if i use ethernet cable who the hack uses ethernet cable now a days total rubbish...
Reviewer
Chris
Location
Tamworth (amington)
Date
21/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin is an absolute joke. We have had ongoing problems since the day we agreed to have virgin.
Firstly they sent us a self instal kit. Despite being told several times that we do not have any cables. I know this for a 100% fact as when i did my front garden up 3 years ago, i removed the bits of the remaining cable & told virgin this when i called to order their service. They did not listen. We rang them several times speaking to several different so called managers. Eventually after 2 MONTHS. They sent a crew out to instal our service. When they arrived & looked they said " we cant instal anything as you do not have any cables". These engineers rang virin & told them. They still did not listen & sent the same crew back later the same day. 2 days later another crew was working opposite my house. They kindly looked at the connection points & told us what we have been telling them for 2 months. No cables!!! They also said that it needs rewiring back to the main junction box.
We relayed this back to virgin who told us it would be another 4 weeks before anyone could sort this. In the meantime they sent us 2 bills. We told them they could do the same with their bill as a duck does with its bill. ( stick it up its @#$%). I am not paying for a service i havent even had. So they said they would deduct it from the referal fee which would bring the bill down. Eventually after around 3 months waiting, our service was up & running. I say running but it was more of a stroll. Within the first week the so called 200mbps internet speed crashed while halfway through watching the new beauty & the beast on netflix. The system was not overloaded as the only wifi device using the internet was our tv. We rang virgin & had to speak to several managers about this. Eventually they agreed it was their fault & they would credit our account. They tried fobbing us off with a £10 credit but we did not accept that. Needless to say this was not the end of the issues. Since april 2017 we have had no end of issues with virgin. When you ring them the system recognises you are on a mobile phone, then preceeds to tell you that there is a problem in your postcode area & they are working on it & it will be fixed in the next few days. This has been going on for around 6 months. We have NEVER seen an engineer doing ANY work in the area since we had virgin installed.
The final straw came when the sent us a bill for just over £160. When we rang to queery this they said it was for 2 months bills. Now i am no carol vorderman but i can count. We signed up for 200mbps full house service at £55 pcm. Now in my head & even on my calculator 2 x £55 = £110. I even took my shoes & socks off to make doubley sure. To be fair my count was 1 out as i had a bunion on my big toe.
We told virgin that we will not pay anything until the service is up & running correctly. They said we need to talk to technical services but before they can put us through we have to pay the bill.!!!!! So guess what??? Yep back to the duck.
I would not reccomend virgin to my worst enemy.
Stick to sky. It cost more but the service is much better.
Reviewer
Mick g
Location
Runcorn
Date
21/01/2018
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Internet speed has been awful for at least 3 months constantly slow or non existent all you get from customer services is refresh your box and router and still no different. Cannot wait for my contract to run out so I can get something more reliable.
Reviewer
bob
Location
Date
20/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shite
Reviewer
Mary
Location
Sheffield
Date
18/01/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
EVERYONE COMPLAINS ABOUT THEM INCREASING OR CHANGING HOW MUCH THEY AGREED TO CHARGE YOU BUT... WHEN SIGNING UP, YOU CAN MAKE THEM AGREE NOT TO CHANGE PRICES AND THEY WON'T!!!! In every contract, Virgin state in terms and conditions that prices may change and when signing up over the phone, if you mention you don't want that to happen, MENTION IT! I've been with them for 7 years and everytime i renew every year, i tell them i dont want price increases and it's never happened. I agreed on 50 MBPS HOWEVER... you may not get that, i get 25 instead however it's still enough. LOVE VIRGIN!
Reviewer
Rita gc
Location
Leicester
Date
18/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Unexpected broadband I tell that all the customer do not go with virgin media at all
Reviewer
Prakash gurung
Location
Leicester
Date
18/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Very poor . Do not go with virgin media .
Reviewer
MadAlicesDad
Location
Bristol
Date
17/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Every few months I think this cannot get worse. And then it does. Ever increasing costs, ever reducing benefits, upgrades that don't, daily modem resets and calls to register faults and as for the spam emails...
VM used to give excellent service and value until Liberty Global took over. Don't expect US standards of service. This is not the US...
Reviewer
JANE-H
Location
LEICESTER
Date
17/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I signed up for a 3 month rolling contract for virgin broadband in June this year. I paid a start up fee to enter this contract so to avoid cancellation fee's, as I knew I was only to be int the property for 6 months.
The contract was wrongly processed as a 12 month contract, so when I tried to cancel my policy 6 months later, I was asked to pay a £90 leaving fee.
I rang multiple times and was passed around so many departments that I must have spoken to around 30 people over all about this problem - none of them willing to help, or even to listen to me for more than 3 minutes, in an attempt to avoid responsibility.
I then provided written evidence that I signed up for a 3 month contract and still they would not process my request. The man at the store I bought from told me that things could only be resolved over the phone. I also proved that I paid the signing up fee, but they dismissed it as a unknown expense.
Finally I went into a different store and sat with a member of their team who was also sent around the different departments.
When he stuck up for me, the caller at the other end asked to take his colleague number, to file a complaint against him (the only person actually helping!!)
He continued to argue my case and almost an hour later, they said they would process the cancellation without a fee - over a month after I first tried to do so myself.
I was provided with the appropriate information to return my equipment and a returns package came in the post. I returned it on the agreed termination date and thought all was sorted... It was not.
After the equipment was returned I was still being charged. When queried they said I needed to pay for another 2 months, plus late charges. This was ridiculous and bared no reason, but losing my will to fight I agree'd to pay the 2 months charge with the late charges removed.
When signing in to pay these 2 months, the bill still displayed the higher amount, past the time he said it would be updated. I rang, once again, dreading the same palaver I had endured before.
I rang stating "I rang earlier this month to dispute a bill for £60.46, the virgin media representative told me he had reduced this to £42 and that the new bill would come through by the 15th. I've gone onto my account today (17th) and it STILL hasn't updated. I was wondering if you could correct this for me, so that I can avoid any more late charges".
To my dismay, he responded "Actually your current bill stands at £120 as it also includes a cancelation fee".
I explained the situation and once again was passed around 4 different departments (ending at the same one I started with). This time I was ready to call consumer rights and explained that I would not be passed on again.
To my luck, a woman called Joanna finally talked to the manager of customer services who removed the additional charges and got my bill back down to £41. It still wasn't the £26 I should have paid for a final month subscription (theres a 1 month notice period), but i took it!
I was so happy to be disassociated from this horrible horrible company. They have THE WORST customer service I have EVER experienced.
They scam you from every direction and it seems the only use of their "helpline" is to tire you out, until you can't fight no more.
2 months after I first tried to cancel, I am FINALLY free (I hope!). I will certainly be giving recommendations to people in regards to virgin media... I will be recommending they discontinue their services and move to a service that cares about them. I will be recommending that anyone looking to take out broadband go to another company and save themselves whilst they still can!
Reviewer
Bonnie
Location
BIRMINGHAM
Date
16/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give 0 stars I would. A disgusting company who rip you off, lie to you and hang up on you, once you've spoke to the robot and been on held for 30 minutes that is. I wouldn't bother it took me ages to cancel and still don't believe them that they have cancelled it. They love taking the money off you but don't want to speak to You! Rubbish
Reviewer
Kinan
Location
Exeter
Date
16/01/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I called their customer service but i did not get a reasonable explanation for the inconsistency in dealing with customers. They need to listen to your customers more properly and solve their issues more appropriately rather than saying " YOUR COMPLAINT IN NOT VALID". customers expect to be treated fairly and respectfully.
Reviewer
Tom
Location
Guildford
Date
16/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful rude company. Increased price without notification. Women on the phone said i was lying when I said i hadn't received everything and the other 5 million customers all did, I called her up on this and said how did she know that and she was like well "all my family got letters" and I asked did you actually ask all your family...she then shut up and put me through to cancellation which then said I had received an email about the price increase even though I never did. STAY AWAY. will be going with sky next year, would happily pay more than go with this awful company
Reviewer
Jen
Location
Upminster
Date
16/01/2018
Ratings
Speed
5.00 stars
Reliability
2.00 stars
Comments:
We've been with Virgin Media for 3 years and every year they have been bumping up our price by 30% to force us signing a further 12m contract. They don't treat existing customer fairly and all they care about is winning new customers.
Wasted 45 min of my time on the phone with them both with customer relationship and Technical support.
As there is no one to compete with them in our area in term of Fiber Optic broadband they think they can get away with their pricing strategy.
We had no broadband for 3 days following a "free" upgrade to 100mbs and after resetting some parameters our their side which apparently solve the pb said there was no issue registered and could not issue a credit for the 10 days we had poor service experience.
Virgin Media could do with some competition to learn how to treat their clients fairly. Everyone talk about banks but Broadband providers bring it to a all new level.
Reviewer
Valius
Location
London
Date
15/01/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Hi. I'm disappointed with your customer service.
All in all, the virgin broadband is not bad, I'm happy with the speed and the price but the issue is the reoccurring intervals when the Internet stops working. And i have to spend my time,contacting customer service,which is understandable.However,the problem is when the Internet stops working for 10 days and repair works are carried out in my area,I am still charged the full price.
When I spoke about the problem with an operator,I was told that they were going to credit me for those days, but nothing happened. I waited till the next month's bill, but nothing happened again.
That is why I'm disappointed.
Reviewer
tony
Location
midlothian
Date
15/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
customer service positively 'stinks', in fact, it DOES'NT exist
17 times i've tried, cut off each time before i even got a chance to speak to anybody .on the last attempt, i did manage to speak with a real human but , apparently it was'nt his dept. & then cut me off.
the reason i changed from TalkTalk was poor customer service too but at least it was easier, a helluva lot easier to speak with an operator. i never, EVER thought any media company could sink below TalkTalk but, there IS one,...VIRGIN MEDIA. i was also thinking of Virgin Mobile contract but no chance now. counting down the days to the end of my 12 month contract. that's if it has'nt been terminated by then. i've fired off compliants to the Ombudsman & also WATCHDOG BBC.
Reviewer
Ivo
Location
London
Date
14/01/2018
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband I ever had, all the time some problem,disconnecting, no signal etc. Best advise from them was to restart modem, which helped for 2 hours
Reviewer
Julie
Location
London
Date
14/01/2018
Comments:
Very slow connection speed
Very poor customer service, could not find a solution to my problem, kept on passing it on to another person on the phone. And of course all that time, I was still paying my mothmy bill even though I could not open a single web page as connection was too slow, I should say inexistent. AVOID this company
Reviewer
sam preece
Location
Chigwell
Date
14/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is quite honestly the worst company I have ever had the misfortune of dealing with. I took the day off work to have the internet installed between 1-6 pm. at 5pm I decided to call Virgin to my horror that they decided to change the appointment time without either calling, emailing, or phoning. I expressed that it had cost me a days wage and why was I not contacted!? to which the awful customer service team had no idea. I was then on the phone for 3 hours trying to sort out the issue as I had cancelled Sky the day before (now left with no internet and work from home) to be told the earliest someone can come out would be in 3 weeks! I also use the Virgin gym and my quarterly holidays are through Virgin. Today I booked a holiday through British Airways and cancelled my Virgin gym membership. They really need to work on their customer service!
Reviewer
sandro mackay
Location
birmingham
Date
13/01/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
hello there.
so my name is sandro mackay and I have been a virgin loyal customer for around 9 years. during these years the only letters I received where only to tell me that my bill was going up, which honeslty I always accepted. but just last week I decided to make a research about other providers and what they are offering. comes up that the money I was paying monthly which is 58 pounds a month, sky could give me same deal for 30 pounds. so considering the price, considering also that in 9 years a never received a discount of no sort and the broadband compared to 3 years a go is awful, I decided to change. but the most shocking was today. when I called virgin to let them know that I am cancelling, first of all they left me 30 minutes waiting on the line until I got assistance,and than to add insult to injury a girl named SOPHIE the only thing she cared about is to cancel my contract asap rather than asking why after 9 years I am leaving. the most shocking customer service and I really hope you do something cause she is there just there to get paid here wage. I am very sorry that I had to meet such a rubbish customer service . well done sophie
Reviewer
PW
Location
Plymouth
Date
13/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Installation scheduled, but it was a no show and there was no phone call. Yet another example of a wasted day waiting for nothing.
Reviewer
Liliana Dinu
Location
16 Greenleigh avenue,BR52PR
Date
13/01/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
Nevenka
Location
London
Date
13/01/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've just had Virgin package installed (phone, TV, internet)and the service was brilliant! My flat is somewhat complicated and the engineer took about 4 hours to install everything. Brilliant, helpful, patient man! The wiring is impeccable, the speed is fabulous. I've been with BT for decades before finally switching due to appalling broadband speed, quite frankly no idea why I stayed with BT!
To illustrate - previous broadband speed barely 13mbs/0.3mbs while Virging gives me approx 109mbs download and 5/6mbs upload speed. Vast difference.
Reviewer
John
Location
Newcastle
Date
13/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Biggest pile of rubbish company I've ever used, meant to pay £9 a month for unlimited texts/calls + 2gb data and instead got charged £54 on my first bill for using 1gb over my data usage baring in mind the 4gb data contract is £18 and I got charged £54 for 3gb.
Reviewer
nish
Location
London
Date
12/01/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Internet is fine but Virgin have the worst customer service I have ever had the misfortune of encountering.
Reviewer
Arul
Location
watford
Date
12/01/2018
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
every single day after 9.30pm speed drop.
Reviewer
Luke millard
Location
Bristol
Date
11/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
My company uses virgin media for phone and broadband.
It’s caused us nothing but stress ever since and have even requested to leave.
They signed us up and was on the ball taking details and getting us to sign the contract, especially taking the money.
Following this and with no exaggeration they simply went from a 10/10 to appalling and failed to give me a installation date - I had to contact them and they simply forgot about us.
We have emailed them daily requesting a port form to change our phone lines over and simply have ignored us for the past 3 months.
I’m extremely disappointed and would recommend anyone with a business looking for virgin support I would stay clear.
Reviewer
Appalled
Location
Leicester
Date
10/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media are truly an appalling company. BEWARE - once you have signed a contract with them, they will just turn up unannounced at your property whilst you are out, and dig up your tarmac driveway, completely ignoring your request to be present and causing considerable damage.
Needless to say we cancelled our contract immediately, wanting nothing more to do with this shabby, shoddy company.
One year on and Virgin Media are yet to rectify their damage. Fobbing us off onto their contractors, Kelly communication who make excuses after excuses not to repair their damage.
No reply from any of Virgin Media's senior management including Tom Mockeridge.
Their complaints adjudicator scheme CISAS is unable to look at damage cases either.
I wish we'd never had the misfortune to come into contact with Virgin Media - a terrible, costly mistake!
Reviewer
reg
Location
plymouth
Date
10/01/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Moved from sky to virgin. Mistake. Had a stable 12mb internet coonection with sky for 12 months. Didn't go down once was always around 12mb. Moved to virgin 2 months ago. EVERYDAY evening speeds go down to less than 1mb for minutes at a time for hours. Never get anywhere near 100mb, mostly 11 to 50ish but unstable.No internet on 1 occassion already for 1 hour. Have fiddled about with channel settings on router, no difference. Give me 12mb copper sky connection anyday! Reckon the infrastructure in my area can't support the amount of customers virgin have. Will go back to sky once my 12 months is up.
Reviewer
Alex
Location
Northern Ireland
Date
09/01/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Great connection speed... in the rooms adjacent to the room with the router. Anywhere else we don't get even close to the speed we're paying for, and on some devices the internet randolmy falls off for a few seconds. Customer service is abysmal - almost embarassing. o help is offered for any of the problems. Ordered a powerline adapter directly from them about 2 weeks ago, they said it would be here in 3-5 days and it's still not here. Any attempt made to contact them is ignored.
Reviewer
Adam
Location
Sale
Date
09/01/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Inconsistent speeds, bills and customer service. Terrible price that regularly increases and the actual received speeds could vary from "fine" to "unusable" with one person using it.
Reviewer
Clive fenn
Location
Cheltenham
Date
09/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Just tried to speak with them. After 1 hour got through to someone who was extremely rude and unhelpful then just left me on hold.
For a communication company they have a lot of learning to do....
Reviewer
Geoffrey Beames
Location
Harlow, Essex
Date
07/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor. They put in a new system that fails over 150 times a year. They send service staff who know nothing about the new system. The only system I ever had that worked properly was the old, very flat unit that worked for over 7 years. They said it was that everybody should have 200mHz system. So far the new units fail every other day. I only ever get 15-20mHz feed and they are happily increasing the price. Meanwhile the old owner of the company now owns 2 islands and over 40 personal houses.
What on earth are we doing wrong???
Reviewer
Christopher Doake
Location
1atkinson court 54 Blowick Moss Lane
Date
07/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
James
Location
Bridge of Weir
Date
07/01/2018
Ratings
Satisfaction
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been with Virgin Media for six months on a fibre to the house connection. It is a 200MB connection and the speed is amazing. My wife and I have numerous computers, wired and wireless, and it is very reliable. Never had any problems so no experience with customer service.
Reviewer
chris
Location
barrhead
Date
06/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Bottle neck, narrow width, ms jitter is rediculous, server pingsfrom manchester and not home address goving false readings. Pay extra for gamer speed... Im resetin my routor mre than using it. I am realy fed up with them, once my contract is over im going back to adsl or 'fake fibre' as its more stable since virgin need to be entertained by jesters not complaints s they dont know how to interact or respond to simple technological questions ...
Reviewer
B B
Location
ST. helens
Date
06/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Diabolical service. I contact Virgin almost every week because of my slow internet speed. This has been going on for years. They have never been able to fix it and I pay for so called fast speed broadband: I’m going to the Ombudsman about this because ii am paying for a sub standard service and they only offered me a refund of £10!
Reviewer
Greoge lewis
Location
nottingham
Date
06/01/2018
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
great download speed that goes up to 120mb when I only have 50mb contract but it also goes down to 1.75 mb at the same time which is the problem. They don't offer a stable connection which is terrible if you play games online or watch 1080p streams. Also when you report a problem you end up talking to a robot rather then a person which is quite stressful when you don't know what's going on
Reviewer
madjid
Location
london
Date
06/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i left sky for virgin and all i got is bed experience engineer come on the 16/12/17 to instal the tv-broadband but he did not get it to work and he disconnected my sky
i was left with out internet and tv and phone and he seed that thy will send someone on the 6/01/18 to repair something withing this time i had to other engineers and nothink then rubbish
on the 06/01/18 an engenire come and he seed that his here only for 45m and the job to get my virgin yo work will need more then 2 hours , he called his manager and the manager tald him he needs to go and see other costumers
he left me again with out internet and tv
i called virgin and all i get is we are busy at the moment can you call back in 2 hours
i asked them that i want to cancel every think and he seed that we are busy call back later
Reviewer
Tim
Location
W10 queenspark
Date
05/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service they would always fail to send me a bill and then charge me 10 pounds for late payment.this went every month for a year costing additional £120.As for the fibre. Optic connection speed always going down for days on end.DONT USE VIRGIN!!!
Reviewer
Derek
Location
Whitley Bay
Date
04/01/2018
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Bought full Broadband TV package because former BT was too slow and cost escalating. TV package (basic) is good although we have notice transmission breaks of a few seconds on occasions. Broadband - initial problems with speed because router was not in same room as PC (steel ceiling joist caused 'Faraday Cage' affect) - solved by elec ring main 'Power line' extension. Rating reflects initial speed. Email page is not as user friendly as previous BT
Reviewer
Elijah
Location
Oxford
Date
04/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
First things first, the speed of the broadband is very fast, I cannot fault it there at all. We get around 80-100 mbps which is what we pay for.
However, the internet will drop on average 4-5 times a DAY. The broadband hub then resets itself which can take up to 40 minutes to turn back on. We have had endless talks with Virgin, including having an engineer come out and being sent a new hub... these did nothing.
The customer service team run you in circles and tell you to do the same thing over and over.
A big negative for me is that I suffer with a disability which means I am often unable to talk on the phone. When I cannot they offer an online chat service, that is ALWAYS busy. I got to use it about three times in the 10 months of internet problems (the current full length of my contract). When I rang last I explained my disability issue again at the end of the call and asked for an email address... there isn't one. So I asked for a physical address to send a complaint... there isn't one?
You can talk to the community on a message board, however this is a slow and clunky way of doing it and useless if your internet isn't working.
They have an online video chat for people who use sign language. Great, but I don't and again you have to use the internet! A simple email address to go back and forth to from a library or from your mobile data would be so much easier.
Overall an unreliable service with poor communication with anything other than a phone (which is always automated your first call until you'r asked to call back). Would not recommend at all.
Reviewer
Safi
Location
Liverpool
Date
04/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
3 months waiting and I didn’t get my phone number or broadband and this really effects my business as I have a coffee shop and I can’t take cards payment or offering WiFi to my customers cause of virgin Media.
U should really carful and don’t trust this company and there appointments at all
Reviewer
Izabela
Location
Hove
Date
03/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Very bad service!!!! Problems started when we accepted new better package , after few months we found out virgin had been charging us twice more then promised on the phone !!!! Once we called them to make complaint they said all info was in the email!!! They didn’t care someone gave us wrong details on the phone! I am very disappointed with Virgin Media ! Now I am trying to cancel my contract but with them everything is so so so difficult! Main problem is that everyone in there gives you different info! The situation with password is ridiculous! And cancellation terms is is absurd!!! I will Never come back to them!!!
Reviewer
Natalia
Location
London
Date
02/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Virgin Media is an internet provider that does not understand the internet. The service goes down very often and when you contact customer service they think an acceptable response is that the service may come back in the next 24 hours! This response would be completely unacceptable for any other services (i.e. gas, electricity, water) but obviously Virgin Media believes that home broadband is a dispensable service and that its disruption will only caused a minor annoyance on people's lives. If they want to provide broadband solely to people who go online every other day and still refer to it as 'browsing the web' good for them, but they should warn regular users before they join.
Reviewer
Diogo
Location
Erith
Date
29/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Awful experience. Used to eat with BT on a 78mb link, that was way better than the Vivid 200mb I hired from Virgin. It’s not reliable and if it doesn’t drop once a week, will drop it two. For a fibre link, it’s simply disgraceful. Don’t bother getting allegedly high speeds that perform worst than the good BT or Sky links for way less money. Any tests I’ve performed accused a top of 50/60mb instead of the hired 200. Working from home it’s not seamless as used to be with BT (video calls keep freezing). Shameful. Cannot wait next month to give my notice and migrate back to BT
Reviewer
china
Location
west london
Date
28/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
myself and mother left BT to come to virgin.. worst mistake ever , she has been over charged with her first bill and still waiting for her to be credited , we was told we would get the refer a friend £50 credit added but nothing has come , now today i am told we need to fill a form out , the caller said she sent the link to our email , still have not received it . Am now speaking to someone and she has stated that i am not eligible for it as the form should have been filled out as soon as my mother had it installed, but at that time was informed we would need to pay the first bill and automatically would be credited . My mother also has been charged an installation fee when applying said no installation fee. I am very sad I have left BT to come to virgin when it seems they lie and get you signed into contact then shut down any offers you think you have. broadband seems to shut down more than BT also .
Now I am asking to leave them I am tied into contract so when asking to speak to a manager , I have now been told she will ring me back as problems with them transferring me .... what a load of rubbish i am still waiting for this managers call . Angry is an understatement ....
Reviewer
PRawlinson
Location
Lichfield
Date
28/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Do not use virgin their staff are very rude and they haven’t got a clue about billing.woud not recommend them
Reviewer
Richard
Location
Christchurch Dorset
Date
26/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband reliability ever. You can never get hold of an expert and service drops out every day. No one knows whats happening and always want to transfer you to someone else. Household dont need more than 25mbs so the 70/100/300 are rediculous
Reviewer
Neill Brooke
Location
Southsea
Date
25/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Promist 'upto' 100mbs, getting between 10 and 13mbs. - Rubish considering what was offered and what I'm paying for.
Reviewer
Romuald
Location
Huddersfield
Date
24/12/2017
Ratings
Satisfaction
5.00 stars
Comments:
I'm actually gonna give credit to Virgin media. We had a problem with our internet while we were trying to watch a movie. During Christmas. We went to the online repair tool and guess what? 10 minutes and the problem was fixed. I felt compelled to leave a positive review because people usually only leave reviews when they are pissed off.
Reviewer
Simon
Location
Stoke-On-Trent
Date
24/12/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I just want to give out a massive thank you to the whole of the virgin media team who helped us with our switch. We moved house on 25th of November and moved with talktalk as we were still in contract. From day one we had no internet. After frustrating chats online and numerous phone calls out we finally got an engineer to come out who spent 2 hours at our house to tell us that there is nothing wrong with the line it's defiantly on talktalk side (we previously had 2 engineers cancel on us when we stayed at home). Again after numerous phone calls they just kept saying you will be updated in 72 hours so I decided to bite the bullet and cancel altogether and went with BT as a new customer as it had some good opening offers. Our live date should of been on the 20th of December but guess what? Orange light and when I phoned BT they said would have send an engineer out even though the last time they said it's all talk talk side. I had enough at this point big time right before Christmas! I decided to call virgin and not only did I realise we could get it at our new property the customer service was fantastic! They talked me through everything and managed to get an engineer come out to set it all up for us 2 days later! Not the standard 10 days you normally have to wait! The engineer come out and was here for 2 hours and told us there was some bad news.. the line is to worn and he can't find a signal so he won't be able to do the job (at this point I couldn't believe our luck) he said he would phone his manager and we would go from there.. 30 mins later get a knock at the door two lads are here apologising and put in a brand new line for us and then the engineer come back out and see it all up for us! I couldn't believe our luck I was so thankful and grateful to virgin and the lads for getting this sorted in 2 days outstanding work!
Simon
Reviewer
robbsouth
Location
brighton
Date
22/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I the consumer Actually lost count to the times I had called Virgin Media regarding a fault that was never fixed even though I was paying for this service.
Unfortunately when I called Virgin on countless occasions I was
met with rude and most of the time obnoxious customer service advisers based in India I was told.There command of the English language was appalling and constantly repetitive,fault would be fixed was the norm from them,phoned
getting slammed down when the conversation got to complicated getting told there tech team are looking into fault ,there Is a problem in my area and Virgin were working on it.This lasted for over 5 months
I eventually cancelled home broadband & did an indemnity claim
The agreement between me the consumer and virgin the provider was meaningless,pay for a service even though not working,bleed the consumer dry and 10s of thousands like me for there own gain,then breach there data protection by adding false and inaccurate information on there Credit file at a touch of a button which they have done when I the consumer had done nothing wrong.
In mediation they offer to clear debt but leave default on Credit file for a period of 5 years?
A consumer challenges Virgin & this is the outcome.
Dana Strong &Tom Mockridge do not speak or deal with
Consumers who pays there wages?
If anyone out there has had similar issues please Private message.Will be uploading videos very soon
Reviewer
Marko
Location
Corby
Date
21/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful company customer service is horrendous, can't get through to anyone over the phones and I've tried multiple number, all an absolute waste of time. Ridiculously slow speeds even though we pay super high prices for the biggest package available, DO NOT RECOMMEND I have to spend an additional £25 a month on internet due to the wifi constantly being down and all I am getting told is to restart it ever 10 minutes.
Reviewer
Deborah
Location
Essex
Date
21/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I was told by Virgin that I would have broadband on 19th Dec - after a request on 7th Dec. I explained that my current Sky broadband would expire on 21st. Virgin came - first tried to install TV Virgin then said there was no cable. I phoned and was told first appointment 8th Jan. Sky cannot extend as Virgin has now taken over my account but I'm left with no broadband for two weeks over Xmas and worse I am in my final year of my BA degree with module submissions due 7th Jan and no broadband. Customer Service awful and I have even emailed CEO Tom Mockridge with no reply. Glad I didn't go with TV too as then would not have that either!! Very worried about my degree and no broadband. Virgin does not care.
Reviewer
Bob
Location
Fife
Date
21/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I was happy with Virgin broadband for many years then we moved house.
Currently trying to get Virgin broadband installed at my new address. The nearest manhole is some 30m away therefore some minor excavation, ducting and cabling work required.
After visits from Virgins surveyor, installation engineer and cable routing team plus a number of telephone calls nothing much has been achieved.
Work wise it seems a very simple task ie dig a narrow trench, lay duct, run cable and then install modem. Regrettably it seems Virgins different departments, contractors etc don’t talk to each other so they can’t arrange to carry out the work in the correct order.
The call centre staff are polite but some have a poor command of English plus they don’t appear to understand what work is required.
Fortunately I currently have a very slow Openreach connection so I am not quite isolated. I am beginning to have doubts about Virgin and may yet reconsider my options.
Reviewer
Rehan Khan
Location
Birmingham
Date
21/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Virgin media had made contract with for £29 a month for one year and for no reason they increase my bill. I will change to different provider asap. I would rate them 0 because of that. Better to get any other provider but no virgin media. They don't care for their customers
.
Reviewer
Choudhry
Location
Manchester
Date
20/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Ridiculous behaviours and attitude of managers at virgin media with exiting customers when it comes to contract renewal. A customer advisor wasn’t really in a helping mood to renew my contract so I decided to give my 30 days notice in and raised a complaint where I was promised a call back within 48 hours which never happend and upon making another call for the resolution of my complaint I was told that a manager “ RUSSELL “ SAID THAT THE BECAUSE THE CUSTOMER HAS GIVEN A NOTICE IN AND WANTING TO LEAVE SO THAT IS RESOULTION TO THE COMPLAINT I MADE MYSELF
Reviewer
John
Location
Date
18/12/2017
Ratings
Reliability
2.00 stars
Comments:
Horrible service, whenever I phone them to ask about my slow internet, which I get almost every single day, they blame it on us and say something along the lines of, "It's your problem." They don't even bother to try and help.
Reviewer
Ian
Location
Southampton
Date
16/12/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Reliability
4.00 stars
Comments:
Been with Virgin media since they were NTL and always satisfied but they have been pushing prices up. I found a good virgin deal on line but they would not let me have this as I was not a new customer. Another example of new customers getting better service than long sending ones. Out of principle I swtiched to BT. BT only offer 57 Mbps against 70 from virgin so was unsure if it would be as good but virgin only ever achieved 30 Mbps over the wifi at the tablet. BT are achieving 50mbps and their hub signal is better. So far I don't understand why I did not switch to BT sooner.
Reviewer
Jay Jo
Location
Birmingham
Date
15/12/2017
Comments:
I have never written a review before so I am sorry I have taken this long.
I was with Virgin Broadband and TV for over 10 years up to 2016, the last 6 years I had only landline and broadband with them. They went from providing a good customer service (during the blue yonder period) to a poor service of deliberate lies and excuses.
I think more problems occurred when the company changed hands:
Hiking up my bills within 4 months for 3 years when I had been promised and agreed a certain fixed price.
Not being able to access my email despite typing the correct password. Sometimes waiting 5 mins to get into my email.
Being passed from one department to the other.
My bills were always paid on-time by Direct Debit. I didn't mind there being a problem just as long as it wasn't frequent and that any problem would be solved quickly (and I mean immediately or within two days).
I left Virgin because of the fluctuating prices and their dishonesty. Yet when I gave them notice that I was leaving, I had a numerous calls from a separate operation centre related to Virgin. They were rude with either a sarcastic tone, bullying tone and sometimes hung up on me when told them that I had already given notice to leave and I would not return. They were ringing everyday and I had to make a complaint to Virgin. Thankfully I spoke to someone who was mature and sensible. I had my credit sent within days, cut off was smooth.
Now reading the reviews of so many broadband providers I can agree that a company is only as good as its workers.
I am now regrettably, with Post Office Broadband and the only winners in this are Openreach the engineers they 'have to use'. Their customer service is diabolical - the internet when a second person is using it in the home - even more so. (Avoid Post Office Broadband. If you are desperate use the library or a friend/relative because believe me it is not worth 18 months of your life. After reading countless reviews and listening to comments, including the younger members of my household the Post Office broadband is not worth the bother.
In conclusion: WE should dictate our terms. WE have the power to do so.
Reviewer
Mario
Location
Belfast
Date
14/12/2017
Comments:
Like all others I got the promise of 200 speed and truth is I will be lucky getting 40. I can’t get catch up or on demand I now am having to buy booster for the WiFi. All this and almost £130 per month for the worst service money can buy.
HELP
Reviewer
K S
Location
Bristol
Date
14/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
While trying to cancel my contract I queried why they do not offer an option to cancel online, much easier for all surely. Oh no you won't get the great customer experience that they can only give while on the phone... well that experience consists of being questioned, why did you decide to leave, did you not understand something about your service, why didn't you ask us to help, who are you moving to? Exactly why they need to offer an online form to save consumers from this, bordering on abusive, rude, aggressive technique to try and convince you to change your mind. Sadly some people will probably give into this and it is not a fair way to treat people. Disgraceful.
Reviewer
bahman
Location
ha4 6lr
Date
14/12/2017
Comments:
This is a crap company with poor service. I don’t recommend anyone. from October
((around 3 month)6 times I hade disconnect internet and around 20days I had no internet. Which is affect my business. virgin customer service is very rude and bad. When I am call to virgin always they keep me wait on phone around 50 minutes
Virgin need to grow and need to learn how to respect customers
My account reference number with them: 303587301
Reviewer
L Melville
Location
London
Date
13/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I don't even want to give one star. Absolute disaster service, communication and customer service. Very dissatisfied with the service and would dissuade anyone from signing up with them.
Reviewer
Paul m
Location
WILLENHALL
Date
13/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
As previous reviewers have said,if it was possible to give no stars I would.
Customer service is very poor where you get different answers for the same problem, dependant on which adviser answers your call.
When you call back to confirm the package that you were advised about,they deny any knowledge of the offer and deny the person you spoke to even exists.
If you are pleased with the advisors advice,and you tell them so,you will receive a customer survey email asking what you thought of the service given. Obviously when you tell them you're not pleased,(in my case the majority of the time), then you won't receive an email from them.
Customer loyalty means absolutely nothing to them, I've been with them since they were telewest. When we told them we were going to leave them, rather than trying to make us stay,in an instant they told us the date they would remove our service.
Overall they are the worst company I have ever dealt with and would advise anyone against signing up with them.
Reviewer
Claire
Location
Ruislip
Date
11/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking Service. After 10 years without a problem suddenly we and many people in the area were cut off. Constantly being told it was fixed when it isn't. Repeatedly lied to. Now without broadband for 3 weeks and counting. Now I've been told I won't be compensated for data useage on my phone that I've accrued because we don't have wifi at home. Disgusting. I'm swapping provider and would advise anyone not to touch this company with a bargepole any more, their service has gone down the toilet.
Reviewer
Keith bradley
Location
Huddersfield
Date
09/12/2017
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
For 8months the bill has been wrong every month.
The contract is for £29. But they charge £45 every month promising that it will be correct next time without fail.
Takes at least 30 minutes each month to get this sorted.
Do not sign up with Virgin Media unless you want continuous stress.
Reviewer
Alicia
Location
London
Date
09/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Worst customer service ever!
1 month and no news about the process yet. They don't answer my emails etc. It's ridiculous, save your time and do not go to Virgin Media
Reviewer
No
Location
No
Date
08/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute ridiculous internet speeds, been on VM for over 4 years and I haven't had much problems until I moved. Since then I've had speeds up to 800kbps at most (meant to be getting 210MBPS).
The people on the line don't even speak English properly and are just so ignorant on their own product. Absolute ridiculous, avoid these con artists. Virgin Media never again, hello Sky!
Reviewer
Scott
Location
Hampshire
Date
08/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shit internet, absolute fucking shit, I literally got better results with my dial up connection and I'm meant to be getting up to speeds of 200 mbps but I'm getting 0.2mbps, absolute fucking ridiculous.
They found a fault on some cables and it took them an entire month to have someone out, I'm still waiting for that person to come even though the fucking idiot was scheduled to come 4 days ago. Absolute fucking shit and the customer service is second to all.
Reviewer
James
Location
Chichester
Date
08/12/2017
Ratings
Customer Service
2.00 stars
Comments:
They are exceptionally Pleasant on the telephone. they are exceptionally hopeless confused 1 department will tell you the other department is at fault. beautifully mannered incompetent idiots however I had read the reviews and still I went for them so you could say the worst idiot was me! at least I had the sense not to cancel BT Broadband. If you don't have anything worthwhile to do with your time and you do have broadband coming in through the telephone lines you can at least sign up with Virgin Media and get some good entertainment listening to their excuses full stop but do not cancel your existing service you will go back to it
Reviewer
Mario Stanchev
Location
London
Date
08/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would give 0 starts if i could !!! DO NOT GO WITH VIRGIN NEVER. I have been waiting 40 days for few different teams of engineers to come and do the wiring and set up my broadband. The first that came didnt want to do any job they took pictures and left . Then the company told me they will send me the best one . And again i took a day off and wait that guy the whole day . He came 7:20 pm told me its very big job and he dont want to stay untill late so he took pictures and he left. The customer support team also is transfering me between different operators so i didnt get any support at all. they dont want even to terminate my contract . STRONGLY RECOMMEND TO AVOID VIRGIN !!!!!!!!
Reviewer
Jim M
Location
Fylde, Lancashire
Date
08/12/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have to say Virgin Media has been an excellent provider. Any difficulties experienced have been resolved quickly. Their customer service is excellent. One minor criticism, is that they do need to check authenticity, but using Virgin home phone when calling I would have thought that was enough for an enquiry, but have to go through checks re password etc - perhaps that is a fact of this modern technology.
Reviewer
Bart
Location
Leeds
Date
08/12/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Virgin's representative knocked on my door more then a year ago with a fantastic offer. Full tv bundle, fibre broadband and free weekend calls for £30. I couldn't believe it. I was assured this will not change unless I decide to change package. Yesterday morning I received a bill for £74.99 instead of £30. When phoned them, I was acknowledged that my contact has expired, as well as the discount and that I should have given a 30 day disconnection notice if I wasn't happy with the service provised. At that point I decided to leave but because of the 30 day notice I will be charged another £75. Even though I should have been aware of it and read terms and conditions of a contract carefully, I still think it is a disgusting tactic to rip the customer off.
Stuff you face with my money virgin. Hope you'll fell better after robbing a poor foreign student.
Reviewer
Paulo
Location
Edinburgh
Date
07/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
My experience with Virgin Media couldn’t be any worse.
After creating 2 diferente new accounts due to staff incompetence I had the broadband up and running for almost 2 weeks when it stopped working... phoned them up and they told me they couldn’t find any active account under my name but 2 Never Accounts which where never activated....
So had to create a 3rd account that took another week to be activated and worked just fine for nearly 2 months when it just stopped working again.... It will Take them another few days to send someone to fix this new issue if not longer...
I would avoid Virgin Media at all costs!
I initially went for it as it was the only company that could provide fiber optic toy flat . I’ve regret my decision since the creation of my 2nd account .
Reviewer
MOE
Location
Birmingham
Date
06/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
WORT WORST OF THE WORT EVER!!!! DONT EVEN THINK ABOUT JOINING THESE F*****
Reviewer
Debbie
Location
Northampton
Date
06/12/2017
Comments:
Awful customer service. Price for TV service just goes up and up every year, yet we lose the TV service regularly, no explanation provided to us, and no refund offered! If you call them it will take you 10 minutes to get through to someone human and they are rude and unhelpful. They almost seem to play games with you on the phone so you run out of credit and go away. Awful, avoid this company.
Reviewer
James C
Location
Wigan
Date
05/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Continued to charge me after cancellation for my landline. There excuse is that they we waiting for my new provider to contact them to transfer my number across. Avoid as they will not refund this money even though I have not used there services for months.
Reviewer
Alex Y
Location
Stockport
Date
05/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Well it all started one shiny morning, when my virgin broadband stopped working, i looked out of the window to see virgin van outside and guys digging something in the pavement, i went out and they said they damaged the cable but going to fix it. Well they didnt, so i called customer service and they sent the guy next working day to see it, the guy came and said what i already knew, the cable is damaged and the new one needs to be put in, they have set the date in 2 weeks to do that.
Well, one day before the installation date i got a call saying that they are not coming due to some construction works needed to be done. And set yet another date in 2 weeks time, so 1 month from the day they(themselves) damaged the cable. Remember im without internet for 2 weeks already and we knew at first day that this has to be done. So i called Virgin and questioned that, they apologised and passed me to the tech team, who said dont worry we are going to send another tech guy tomorrow and he will fix it temporarily until we fix it properly 2 weeks later.
The guy came next day and what do you think he said? yet again the same words that the cable is damaged and new one has to be put in, i gave up calling after that, as i could see there is no point so i was waiting another 2 weeks, 1 month in total for them to come and fix it. do you think there is a happy ending? well you are optimistic.
the evening before Virgin were to come to fix it ( 1 month after the fault was reported) i called their customer service just to confirm that everything is going ahead and someone is finally coming, and to check the time frame when.
The customer services dropped the line 2 times, then when i finally got through, they couldnt answer, so passed me to tech team? they couldnt answer or confirm anything as well, so i was passed to construction department, and the answer i got: oh we actually are not coming tomorrow, someone should have called you( nobody did) as we cant do it, we have to do construction works and it can take up to 6-8 weeks. At that point i was truly shocked as i couldnt believe its all happening. So i asked to cancel my account, i must admit this is the only efficient and quick thing i got from Virgin, i was told that my services are disconnected within probably 2 minutes, no questions asked.
To summarise, Avoid at all costs, appalling absolutely shocking service all the way through, thats me being their customer for a few years.
Reviewer
Sam
Location
Telford
Date
05/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Probably the most shocking and disgusting customer service I've experienced in my life. I phoned up to cancel my subscription because they had hiked it up to £90 a month for basic broadband, phone and basic tv, and the guy on the other end of the phone accused me of using "enough broadband of a family of four to use" when I'm only here two days a week and evenings ... He then called me a liar and thought he could switch it off twice before the date it was due to end despite the fact I had paid for it.
He then went on to say they wanted to equipment back and were sending bags out despite the fact customers pay for the equipment themselves and there isn't any claws stating they have to have it back, or that there would be any charges in the contracted agreement. I later discovered through talking to open reach engineers this is a tactic that they use often, to scare subscribers into staying or keeping their old equipment long enough that it isn't worth anything.
My advice to all, despite deals they may offer you avoid virgin media as if it was the plague. Not only is their service disgusting but their broadband is awful with download speeds dropping to 0.1 MB at times (and yes I did complain and yes I tried everything to improve it). They'll hike the price up eventually anyway to the point you might as well go climb Jacks magic beanstalk and fight the giant for the golden egg, because that's what you'll need to afford these daylight robbery prices.
Reviewer
Mark
Location
LIVERPOOL
Date
03/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband provider ever they give the big shout out saying they have got the fastest broadband what load of **** my broadband has just gone off they are saying no one can come out till 7.12.17 so now left with nothing my daughter is going mad because she can't go on iPad Virgin Media are joke's they are fast enough to take your money just not fast enough to come and fix the problem joke find yourself a better broadband provider do not use Virgin Media
Reviewer
Amanda
Location
Stoke On Trent
Date
03/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting don't sort things out tried pay bill and the system was down still didn't get it sorted so left me with no tv as they cut it off on on a Sunday of all days and everyone knows banks are closed on this day there fault completely I'd advise anyone not use this complete and utter incompetent company
Reviewer
Anonymous
Location
London
Date
02/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media are absolutely the worst broadband as they have promised me that my internet should be working by a certain time and that time is way over due. Furthermore, they are way too expensive so please do not get this rubbish broadband!
Reviewer
Alastair
Location
London
Date
02/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just spent over an hour on the phone just to try and find out if it would be cheaper to cancel 6 months early or continue paying monthly amount until the end of our contract. Couldn’t understand what the customer service team were saying, they said manager wasn’t available and were rude on the phone. Never using Virgin Broadband again
Reviewer
virgin customer
Location
dagenham
Date
02/12/2017
Ratings
Customer Service
2.00 stars
Speed
2.00 stars
Comments:
We were with virgin media for years and my mom did not notice they have been increasing the rental every year. It says 100mbps but speed drops when I stream. WiFi disconnects couple of times per day and then need to reconnect. They advertise that they have highest internet speed but when I compare Vodafone 38mbps (My new provider) no noticeable different. We could have left Virgin years ago. Anyway finally did.
Reviewer
Ramy.
Location
Enfield
Date
02/12/2017
Ratings
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
By far the worst Uk Utility company I have dealt with EVER in Britain, I mean Ever. Such a disorganised mess of company from customer services to mainly engineers who don’t care. Young guys who guess what to do when when they come to your property. 8 engineers since April when I (my mrs) changed from sky to virgin. Complete in prosessional farce. This truly an example of management /corporate getting it wrong, I’m desperate to get back to SKY. I will say that loudly, . No phone line working, pixalted pic, pooor Internet, 8 so called engineers under 20, clearly apprentices , so much a lot more, and the lies and lack of coherence with Call center/admin. I don’t know How a company can justify such an 8 Month farce. I can’t be bothered any more. I just for April 18. I repeat the worst utility experiance you will face. I live in London, I’m not I’m yhe country side. There is no justification for this . From gas to water, I don’t understand how a communications utility I moany of this scale can get away with this in the UK
Reviewer
Dickson
Location
LU61LN
Date
01/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This broadband is the most worst connection I have received..it’s been more that one month I’m suffering with the connection..Technician came twice they couldn’t do anything yet..Not worth for the money..I have very bad experience.
Reviewer
Ana-Maria
Location
London
Date
01/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
When we first got the contract with them, we waited for 45 days for someone to come to install the broadband and we were lied twice about the date. When we moved, we announced in advanced, they booked us, no one showed up, when my husband called they said there are some problems and we have to wait 6 weeks. We cancelled the account, one week later, my husband received a call with an offer and a date of installation, and again no one showed up. When we called customer service, the guy gave us another date, two weeks later. We refused. This is unacceptable for such a big company to lie about appointments. I took my day off twice for nothing because of them. Talktalk are coming in 10 days for installing the broadband.
Reviewer
Vlad Grigoroiu
Location
Greater London
Date
01/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT GET INTERNET FROM THEM. YOU WILL BE DISAPPOINTED.
I have purchased the highest Broadband speed package 300MB/s (Fiber Optic to the home) on 17/11/2017.
First 2 days was working fine. Then, every morning I would get about 20Mb/s download speeds. This is the second time I am trying my chances with Virgin Media.
2 years back I had a similar situation as I was with Virgin Media and I found myself calling them almost weekly to fix my internet.
My opinion: Poor service, unreliable. What is advertised on the internet it's a bunch of lies.
I would give them 0 stars if I could.
Hope this helps you guys reconsider opening a contract with this company.
Reviewer
Jose
Location
Holloway
Date
30/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Overall pretty shitty service.
Reviewer
Monika
Location
London
Date
30/11/2017
Ratings
Customer Service
1.00 stars
Comments:
Worst every customer services,don't want cancel the services , bill rising every month, can not speak to manager , supervisor, complain . The name of the person I spoke with George The Greatest . When I disconnect and call again I found out that I cancel the broadband from next day when I ask for 30 days notice . Shocked really
Reviewer
John
Location
Edinburgh
Date
30/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst ever.
Reviewer
Michael
Location
Brighton
Date
30/11/2017
Ratings
Speed
4.00 stars
Reliability
4.00 stars
Comments:
They are con artists. I don't want your slow, infuriating TV box. I don't want the landline that, even it I wanted to (I don't), I can't use because their engineer broke the wires when installing next doors broadband. And I don't want to be offered deliberately misleading 'deals' only to find you downgraded my speed without bothering to tell me. Virgin Media are the pits.
Reviewer
Jodyanne smith
Location
West Yorkshire
Date
29/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Shocking customer service. Iv been told nothing but lies from them. I definitely would advise everyone to keep clear from them
Reviewer
Mel lareen
Location
Wigan
Date
28/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So bad Ive spoken with around 15 team member from Virgin media who still did not resolve the problem intact made the problem.so much worse for myself. According to my app status I had a bug from 17th Nov until 25th Nov and another bug which would be completed on the 1St December Dec. Also I paid my bill in October to find out in November my £18.00 a month Virgin broadband is now £60.06 no one at Virgin media the 15 employees at Virgin media including customer service team,collections team or the payments team could not explain why my bill was so much. The excuse I received was I had to pay my bill because I've been cut of at the mid of November due to no payment but Virgin media just happened to have forgotten about the cheque amount of £35.88 approx which Virgin media received on the 23 october I sent with a covering letter asking for my account to be credit to my account as this simple job was not completed my services have been restricted. Also my Virgin media expries on 1st Dec and Virgin media took.it upon them self's to sign me up to another contract without my authorisation and without my knowledge. I have spend all year ensuring my bills get paid and to not affect my credit with default due to Virgin media incompetence and very rude member especially phillippines. I am escalating this issue in writing as a formal complaint.thank you for a bad week
Reviewer
Ramy rashad
Location
London
Date
28/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst , I genuinely mean it, the worst customer service. I have ever dealt with, ever I’m the Uk. It’s so terrible it’s scary and strange that they are able to get away with con and no action Despite all the negative reviews not one Positive remark and despite that they do nothing to rectify . I ersonallly in north London am facing a nightmare since April 07 . No phone line (ever) , pixilated tv and poor engineers who don’t care . Don’t use this company
Reviewer
EB
Location
Yorkshire
Date
25/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Absolutely shocking service and customer service from virgin. Would not recommend to anybody unless a "new customer"
They don't look after their customers who have been with them a long time! It's just hit and miss if you get a decent deal or if you're robbed blind. But everytime I ring they try robbing me blind! And then I find out that a family member is receiving more in their package and cheaper than what I'm paying. I ring to request sky sports adding to my package and the best they can offer is nearly £20 more than what I'm paying now and they can't lower my package even though I've been a frequent customer. They only look after new customers to get the numbers and once you're with them they don't give a s*** about you.
Avoid them like the plaque your better off not bothering.
Also their customer service team are rude and unhelpful! Shocking!
Reviewer
Katie
Location
Belfast
Date
24/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
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.
Reviewer
Carol
Location
Portslade
Date
24/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Happy to say I have now left Virgin Media, after years of hassle with them, broadband was rubbish, and they were the most difficult company to contact as you rarely get to speak to someone in the uk. Still waiting for credit back from them. And unlike other companies when you leave would not let me keep my old ntl email address even though I offered to pay for it. They were so unhelpful.
Reviewer
amir
Location
sheffield
Date
23/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
overprices and undervalues customer loyalty, prices continues to increase every year and claim it is due to wanting to provide better service but that seems to be a investment to be better than their competitors at the cost of the customer who don't want to change their broadband package, they seem to appreciate new customer more over existing ones and even being with them for 8-10 years i pay more than new customers and they cant seem to offer better deals unless u pay more when u cant afford it.
Reviewer
andrew
Location
hampton hill
Date
23/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
yet again my broadband is not working. and when I contacted customer service received have been told I must wait for an engineer at a time that suits there needs and will cost me money by taking time off work . somewhat unfair when you consider that if any of us were to fail to pay our bills we would receive a letter demanding payment . but when we do not receive the services we pay for virgin has little for the contract they would enforce for only there need
Reviewer
George
Location
Portsmouth
Date
23/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If i could give less than a 1* rating, I would. I am studying in Portsmouth with 3 housemates. We have had this horrible company's 200mbps line for around 2 months, and have had nothing but problems. We never get the speed we are paying for, sometimes we can't even open our emails it gets so slow. We are on the phone with their dreadful support at least once a week and have had 2 "technicians" in, who haven't been able to find the problem. There's nothing right about this company, whether that's the quality of their service, their customer support, their communication. We have been promised a "senior technician" who was supposed to arrive today. However, for the 3rd time, Virgin have decided to cancel the appointment for some unknown reason, without notifying us. AVOID AT ALL COSTS.
Reviewer
Amet
Location
London
Date
22/11/2017
Comments:
Worst broadband company that i have ever joined with. I just recently moved property and found out that they don't provide their services to my new property. Therefore i have to pay £152 cancellation fee, which does not make sense in any way, because i am not cancelling because i want to, but i have no other option because even if they provide me with another option i still get charged the £152 cancellation fee. This is just robbery, and i recommend no one to join virgin media at all.
Reviewer
Sean Marsh
Location
Birchington
Date
21/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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 :(
Reviewer
ericka
Location
luton
Date
21/11/2017
Ratings
Satisfaction
2.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Be very careful with your bill. They just hit me with a price increase not priorly informed of.
I have just a broadband package which states a set price for 12 months with an installation fee. There was a general price increase on November 1st which I did not receive confirmation of nor is it in my contract that my introductory plan was subject to any increase. Low and behold, my latest bill goes up by £2.99 a month.
Their online chat service is never available, there is no availability of the previous contact with customers online nor could I find any such confirmation of an increase.
I called Virgin media today - the lady talked over me, told me a confirmation had been sent but she could not provide that email confirmation to me and then told me to stop being rude. I have lost my voice, so was unable to raise my voice in any way; I was explaining my situation when she just cut me off saying 'I'm going to just put through to THE TEAM'. I was already on hold by the time I got through to what was actually the retention team.
I spoke to Sarah there, who rectified the problem and gave me a credit of the £2.99 per month until my contract expires; so all worked out in the end - I assume a glitch in the system that means even us 'new favoured' customers get stung and they cash in on those who don't notice or check that they shouldn't get an increase.
With this in mind, what they're doing here is illegal. A notice must be given of any increase and it must be stated in the T&Cs that price increases are allowed on introductory offers, neither of which happened here.
Had I have not checked my bill regularly and noticed this discrepancy, contacted them myself and specified my knowledge of the law, I would have just been charged more - who knows how much more I would have been charged going forward.
This company has the monopoly in my area, I was with a previous provider when I moved here and couldn't get more than 1MB download speed so I do not have a choice but to go with VM. This makes it very difficult to be a consumer and action my right to pay to be with a fair and trusted company.
If you have a problem with your bill, don't call the normal number, they won't help you. The retention team can be called on 0800 052 8310.
Reviewer
Amit
Location
YO317TU
Date
21/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I took line for 100MBPS, they told speed will vary sometime. but now the condition is its between 23MBPS to 40 MBPS, when raising a complain, then they are saying that speed is good and we told it will vary. woow, vary by how much percent more than 50%... what kind of business they are running.. don't know. but very unsatisfactory service from Virgin Media, Please no one go for this kind of over advertised, low performance company.
Reviewer
Lee
Location
Eat London
Date
21/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Good for new customers only. Happy days ending with your contract term. Switched to previous provider which is reliable, faster and 30 percent cheaper.
Reviewer
CHELSEA
Location
N/a
Date
21/11/2017
Ratings
Satisfaction
2.00 stars
Reliability
2.00 stars
Comments:
Dont waste your time, go to sky.
Virgin are more expensive for horrendous service.
When you do have problems, good luck trying to reach someone. You will be directed to an automatic service that cannot help you in anyway. Never will i use this company again. Ripoff!
Reviewer
Andros
Location
Islington, London
Date
19/11/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Intermittant but regular reliability problems with broadband service in the locality, including landline problems too. Customer service makes it hard to speak to a real person easily.
Reviewer
Karien
Location
London
Date
18/11/2017
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking for what you pay. Not worth it.
Reviewer
Munaf Affan
Location
Harrow
Date
18/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs this scrap. Lies over lies. Just a month in No broadband no telephone some times. Disruption to tv services. I left them 9 years ago due to the same situation but thought after 9 years they must have improved a lot. But it’s worst than what they were 9 yrs ago. It’s all due to their greediness. Take in customers above there capacity. So don’t get caught in. They will be in a fix soon once the new regulations come into effect with automatic penalties for service disruptions. Possibly £10 a day.
Your service
12:48 AM on Sat 18 Nov
Account number682800305Area reference21
We're trying to sort it out for you
In about 10 minutes we should have finished, so take a break and then restart your equipment and check to see if all is well. If there's still a problem, please get in touch with us.
I have seen this for nearly 2 weeks about there scrap broadband. I was promised credit for the days I had disruptions. It’s a joke. I have just paid a double bill like Scott did for the scrap I am getting from them.
Reviewer
ryan
Location
leeds
Date
17/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Keep putting the bill up and don't give you the agreed broadband speed.
Reviewer
Dan
Location
Kingswood
Date
16/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling service as recorded a program and has not come up on my recordings list, have looked on Demands, Search and catch up still no where to been seen. This happens every time I record a program. The Virgin Box is also very slow when scrolling for channels. The internet is slow yet connection is strong. Customer service is inadequate bad standard customer service, can hardly understand them let alone them understand us.
Reviewer
M
Location
South london
Date
16/11/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I signed up with virgin end Sep 2017, since we had 2 outages, without any previous notification, the first for 48 hours, the second 3 days and still on going, when we called customer service, we got an automated message with a date by which the problem will be solved, and this date keep on moving without any other explanation.
Very frustrating and unprofessional, no respect for client
Reviewer
Dura
Location
Folkestone
Date
15/11/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
they rose the price fro, 36 to 48. and when the contract expired, the lady on the phone was rude and very unwilling to helpful as if he did not want to give a **** about you. it was tv,broadband and line rental. i initially wanted to not pay line rental as my phone line had been not functioning since the day i took the contract. The lady did not offer me any help, she was direct as if she did not care wethere i would leave the service.
Reviewer
Andrew
Location
Gateshead
Date
15/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
The best internet around when it works , however when things are not working you will have major problems trying to fix it . Hours in the phone , passed from pillar to post and getting nowhere fast . If carlsberg did internet then vigin media would be ace lager
Reviewer
Ashley
Location
South Croydon
Date
15/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Any1 looking for broadband go to SKY, SKY hasbetter customer service with correct advise, been with virgin for a year, will NEVER go back to them or recommend them, over priced & charge you even if they not providing a service took them 2 months to get my land line working which I still paid for. Phoned to give 30 day notice and went back to SKY , still got charged for further 2 months cause apparently I need to give 30 day notice. After 3 call my 30 day notice was finally placed.
Reviewer
Peter C
Location
Medway
Date
14/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Virgin Media are a bunch or crooks - don't use them unless you really have to. I started my contract in September, they couldn't get the phone working for over a month. When it came to the first bill, they overcharged me despite the contract details being on the bill. When I rang their useless call centre, I was put on hold, the told that yes, I had been overcharged, but instead of sending me the money back, they would discount it on the bill over the next 12 months. The call centre staff were rude and unhelpful. I thought BT were awful until I encountered this bunch of criminal - BT, all is forgiven!!
Reviewer
Jeremy Lange
Location
London
Date
14/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Shocking business practices: incredibly difficult to cancel subscription, and once I finally managed to cancel I was still charged a full month even though internet was cut mid-month. Virgin was supposed to refund me the difference but hasn't. Will never use again. Highly recommend against.
Reviewer
Pinner customer
Location
Pinner Village
Date
14/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have to call out Virgin Media problems.
I have issues with incompetent engineers, creating new problems rather than fixing problems. One engineer left me with nothing working because he did not know how to wire a junction box.
I have had internet dropping almost every day. And speed drops to spuerlow!
Noone follows up on complaints.
Promise that issues would be resolved and faults occur more often.
I really like the idea of cable but VirginMedia has continued to fail to provide a reliable service and the fix issues.
I recommend you look elsewhere if a reliable broadband service is what you are looking for.
Reviewer
Pat
Location
Dartford
Date
13/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a disappointment!!! I have been virgin media customer for over 8 years not only it’s getting more expensive but the internet connection and speed is very poor ! Don’t recommend virgin media to anyone please avoid ! Would give 0 Stars for broadband speed and broadband realibility !
Reviewer
Nigel
Location
Woking
Date
13/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Shocking experience since day 1 and to cap it off even after I leave they help themselves to money out of my account . They seem to think that you are an employee of virgin and keep asking me to fix the problem here and take time out of work to help them sort out the numerous problems that I had with the service, tv kept stopping, no channel guide, broadband was not as fast as advertised and seemed to be forever updating only thing that worked well was the telephone except for the massive bill I received for calls that I was told were free but turns out were not due to the sales person not being clear! STAY WELL AWAY FROM VIRGIN if you value your time as you will spend many hours or your life chatting to useless customer service and useless technical support as they are too lazy to send someone out to fix problems but not lazy when it comes to taking your money and charging for any extra items including leaving!!
Reviewer
Stuart
Location
Ipswich
Date
13/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
We have been with Virgin media for 7 years. The price keeps going up. So we wanted to change supplier. We got a phonecall by a guy called Adam from virgin media and he offered £26 per month with 2 months free. So we decided to stay with Virgin media. A big mistake!! We thought we didn't need to pay for 2 months,but we received an online bill a month later to say we needed to pay £64.62 covering previous month bill plus £10 late payment charge plus a month bill in advance. Ok, paid for that. Then ring the customer service, found out there was no such things as 2 months free as offered. What a con!! Talked to a lady called rebecca in complaint team and she said they would sort it out and Adam would ring me. However, nobody contacted us afterwards. Now we received another email that we had to pay £26 for this month. Rang customer service, a lady called Nicole said she would sort it out in 48 hours!? She couldn't wait to hang up the phone when I was asking her when and how I could know she would sort it out since the bad experience. What a customer service, it is over 2 months now they still couldn't get the bill correct. We are now £64 out of pocket and possibly have to pay £26 plus £10 late payment if it's not sort out in 48 hours because of their mistake. Now think the 2 months free is a con to keep us stay. Very very annoyed. Stay away from Virgin media!!!
Reviewer
Ben
Location
Ealing, London
Date
12/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband provider. Have been trying to fix the broadband, in the entire area affecting thousands of customers, over a year now. They admitted to overselling their subscriptions in the area. Estimated time to fix it 12 months! Getting 5MB and paying for 150MB. Do yourself a favour and pay a little extra at a reliable provider.
Reviewer
Stephen
Location
Hampton
Date
12/11/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Internet connection works well 100mps for household of 3 people.
My review is about Virgin trying to swindle extra money out of your direct debits, as if intentionally.
JUST BE VERY AWARE: My bill is £30 a month however I have been getting charged £55 a month for the last 6 months and they say they will update it and the last time I heard this they said they have to deduct this off my next bill. They did. For one month. Then the charges were back up again. As if they do this on purpose in hope people do not realise. I hope this is not the case but I’m not sure I’m convinced.
SUMMARY: If you go with Virgin be prepared to check your bill regularly and have multiple customer service calls ensure it stays per your contract. I wouldn’t like to think how much they’re going to jump it up to once my first 12 months are over. Fortunately I’m leaving before I find out.
Reviewer
Liam Delaney
Location
Teddington
Date
12/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was given an installation date for 10 days time. 3 days before it’s cancelled because of damaged cables. The only cables coming to my house are the ones they have just installed. Now it’s a 5 day wait until I can be given a new installation date. Last time there was a minimum 10 day wait for installation dates. At best it will be a month of no internet for my business....
Reviewer
Milan
Location
EDGWARE
Date
12/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
SCAM SCAM. Bad customer service ever had in my life. I Upgraded my package for the 200 mbs(fastest) and 150 channels(which I get all the rubbish channels) to try for six months. As they said it if I don't like it I can down grade to my previous one. When I called them to cancel it they said its already in 12 months contract.they are nothing more than scammed where WiFi is very slow and doesn't work in one of my room in the same house. I would urged everyone to stay away from these scammed.
Reviewer
Lynsey mcnelis
Location
Prenton
Date
11/11/2017
Comments:
Absolutely disgusted with this company decided to go and install virgin at our old house we moved 3 years ago havent even got virgin never contacted them in 3 years. Knocked the poor woman up who lives there at 8am to install. She then came to my work absolutely fuming with me through no fault of our own. We will be putting in a formal complaint we are furious.
Reviewer
Kat
Location
Luton
Date
11/11/2017
Ratings
Satisfaction
1.00 stars
Comments:
My husband and I are customers for about 3 years from begin was everything perfect we recently changed our package just to have Internet no tv no phone line so their only free was for broadband £33 a month since that time our internet signal is just RUBBISH slowe losing connection many , many times during the day specially I would never recommend virgin Media provider to anyone and we are seriously thinking for changing the provider as soon as possible it’s just a scam
Reviewer
lydial stewart
Location
EDINBURGH
Date
11/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
unhelpful service. take money over the expected bill with no notice. Wi-Fi is never a 100% an the new box has frozen on us a few times. the amount we pay really isn't worth the channels you get. all in all crap company.
Reviewer
Li
Location
Edinburgh
Date
10/11/2017
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have lost count of how many times Virgin Media I has shut down in the past two months. When talking about shut down I'm not talking about being disconnected for 20-30 minutes I'm talking about being shut down for more than 10 hours per week, sometimes I even can use the Internet for the whole day. Regretfully I have Joined the virgin media plan for a whole year so I have to stick up for this for another eight months, I really should have joined sky broadband instead, Who is using Skype a friend last year everything was great . Was planning to join virgin media for the more economical data plan which came with the phone data as well (which also shuts down occassionally) - but turns out there is no free lunch. Only regrets.
Reviewer
Heidiles
Location
Ipswich
Date
10/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Tried to join up got email wanting proof of address for 3 years and identity whent through all the trouble of emailing over then all went quiet email to see if installation is going to happen but emails are being ignored probably best to stay clear rubbish customer service
Reviewer
Shannah
Location
Edwards
Date
09/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rediculous.
Reviewer
Ed
Location
Newport
Date
09/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
When we first signed up with Virgin Media a little over two years ago, speeds were fantastic, but they have continued to add subscribers without upgrading their kit, which no means there service frequently drops out, and very slow broadband speeds.
Calls to the tech support are pointless, they go through the same scripted 'fault finding' without ever bothering to read the history, despatch an engineer who then advises they cannot do anything due to the over subscription in the area.
So, asked to downgrade from their Vivid200 package to their 50Mb pack and they insist they'll only do it if I commit to a new 12month contract, even though they cannot provide the service I'm paying for, and trying to get refunded.
Reviewer
Steve D
Location
Warrington
Date
08/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
My Virgin Media installation was all booked about a month-and-a-half in advance. I received a text on the day confirming that the installer would arrive between 1 and 6 pm. Waited. And waited. And waited. Still no sign. At 6.15 pm, I rang the customer helpline. After being passed through 2 different departments, one of the operators said she'd call the installation team directly. She couldn't get through to the installer himself but she spoke to his manager. He confirmed that the installer was just finishing the previous job and would arrive at my property in 5-10 minutes time. I waited. And waited. And waited. At 7.45 pm, there was still no sign. I rang customer services again. This time I was passed through 4 different departments. Finally, I reached someone who could help me. They said: "Oh, your installation has been recorded as a missed appointment now; the installer probably ran out of time and has clocked off for the night. He should have told you, sorry. We'll have to re-book you now." Hmmm. These things happen I guess. If I was the previous customer, I wouldn't want the installer to rush through a sub-standard installation just so he could get to a next job, but a phone call would have been nice. "OK", I said, "what time have you pencilled me in for tomorrow instead?" "Oh no, you'll only be able to get the next available appointment now" they said, "and that's in two weeks' time." Completely unacceptable Virgin Media - get a grip you absolute bunch of clowns.
Reviewer
Ann liddall
Location
Scunthorpe
Date
08/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Totally frustrated with the broadband service despite multiple complaints and call outs. It's now worse than ever. Nothing ever seems to get resolved and stuck a contract till March 2018. Disgusting that they can still take my money despite requesting refunds for the poor service. If I can find a way out early I will. Wouldn't recommend.
Reviewer
john jones
Location
london
Date
08/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
rubbish, cant play xbox, pc or playstation online, stream iptv, or download. also internet down time as long as a week more than once, many times out for a few hours 2 half a day, and it still gets worse.
Reviewer
Anonymous
Location
Date
07/11/2017
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ultrafast and reliable they say, ultra slow and unreliable more like, I have had WiFi run faster before all the technical fiber optic rubbish, seriously would not recommend the WiFi all the engineers say is they have over contracted the WiFi in the area, well if your suck a big company with the best WiFi there should be no problem with a large group of people wanting your service
Reviewer
tom blashill
Location
christchurch
Date
07/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Two guys came to install the system and after some fiddling around told me my b/band speed was about 200Mbs. My PC showed a speed of only 18Mbs. "Oh - but that's in a different location - here on my mobile phone I will show you what it is" - It showed about 200.
His partner then showed me his mobile phone with a speed of about 200.
I got my laptop and standing next to them both I could only get 18Mbs so I asked them to download the test site I was using; they declined saying their settings were more accurate. What I think was that their readings were nothing to do with a download speed check but simply a programme put onto their phones.
I told them to remove their equipment and get out of my house. I immediately stopped the direct debit and when I complained to Virgin got nothing but waffle. What a load of lying cheats.
Reviewer
Carol Jones
Location
Reading
Date
06/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just terrible after two years they put up the bill, were incredibly rude, came back with a great deal (more expensive than SKY) and then made me stay for another month at DOUBLE the cost. The worst customer service I have ever experienced.
Reviewer
lorin
Location
Ilford
Date
04/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
low speed
Reviewer
Natali
Location
ENFIELD
Date
04/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful broadband and customer service
Reviewer
Yoanna
Location
Coventry
Date
04/11/2017
Comments:
SCAMMERS!!! Only signed with them cause Vodafone takes longer for the installation but now I regret not waiting. Virgin not only has a bad wi fi and internet connection but bad customer service. The are not helpful at all and tell lies. When I signed the contract I specifically said I need good wi fi and I got the fastest one (200 mbs), couple of months later they told me that is the wire speed not the wi fi speed, but even the wire does not give this much. Also they are splitting their modems to 2.4Hz and 5Hz. The 2.4Hz is limited to up to 40mbs so if you don't have a laptop that can connect to 5Hz you are stuck. NEVER AGAIN!!!
Reviewer
Woody
Location
Glasgow, scotland
Date
04/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The WiFi connection is complete garbage. I pay for 150mb/s but I only get 2mb/s. It’s a piss take. When you try and contact them you can never get a hold of anyone because they are “too busy”. I think this is code word for they don’t give a flying fritter. Do not use virgin media as your internet provider. Whoever created the super hub needs hung by their ankles and slaughtered.
Reviewer
CHLOE BAXTER
Location
ISLEWORTH
Date
02/11/2017
Comments:
DONT USE VIRGINMEDIA COMPANY THEY ARE BAD NEWS VERY UNPROFESSINAL ESPECIALLY THE MANAGERS NO BODY KNOWS WHAT THEYRE DOING.
Reviewer
Jade
Location
Telford
Date
02/11/2017
Ratings
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company does not even deserve a rating! They have done nothing but rip me and my partner off for our money and cause us so much stress for our first home! I can't even begin to express how angry and apaulled I am with the service I have been provided!! They offered us a great deal for when we moved into the property of under £50 a month... only trouble was that we paid £120+ each month because they could never get it right!!! Brilliant thing was ... they couldn't refund it!!! It would cost me more money each month ringing around banks and getting approval to bounce these payments back!!! Then I'd have to again use my own minutes to call virgin media back to make the payment manually!!! After nearly nine months of stress and bad service from them I spoke to the manager who was the only one who has the decency to apologise and offer me a cancellation FREE OF CHARGE!!! Which I was happy with and agreed!! But no!! It was free cancellation was it? This rip of company rang me 2 and a half months down the line after cancelling saying I owed them money for the cancellation!!! I will never go back to this company and I will never recommend them to anybody at all!! They are nothing but money grabbers and I hope they get shut down!
Reviewer
Jodie
Location
Lichfield
Date
01/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If i could of chose to put everything at no stars then i would have!! For a big company it has really discusted me how the members of staff talk to you on the phone, they don’t care, they are full of attitude and are rude and really have no customer service skills at all! 3 times this week i have spoke to 3 different people about the same problem (which still isn’t resolved) to which one actually reduced me to tears through frustration, they don’t listen to what you say or what you want and are not helpful what so ever. As for the services, my 5G is never working(which i pay more for), i can’t get 2G in all of the rooms in my house and when i can the connection is constantly slow or disconnecting, its a nightmare if theres more than 2 of you using it in the house at the same time, even though when i bought the broadband they got me to pay a higher rate so it would still be quick if it was connected to 5 different devices, so yet again paying for something that is a lie. I pay for the highest braodband and its the worst broadband connection i’ve ever had! Theres not much on the tv that you can’t get on freeview anyway so i pay for catch up really! I recommend anybody to stay clear or get out while you can!
Reviewer
Ramy
Location
London
Date
01/11/2017
Comments:
If I had option to choose zero stars I would. The worst utility company I have ever dealt with from service to support.
If I had option to choose zero stars I would have without blinking. Having having been with sky for years , a professional service, I can’t believe how poor Virgin are, in the UK and they are getting away with it. Shame on you Branson. How dare you . My wife regretfully chose to change tempted by ads and some sales person s in front of Sainsbury’s , tempted by a promise of faster service and cheaper prices, what a mistake!!!??? We have suffered since April 2017 . There is no where to start. THERE nothing good to say. They are very, very bad. From service internet/tv/broad band , I am sincere in saying nothing works correctly, Indian customer service lies and poor, this is by far, and a sincerely mean it, by far the most poorly run company I have dealt with in UK. If you are tempted, do not take their offer. They are a huge con. I don’t care. Virgin, Contact me. I want out of this con . You ate the worst company I’ve dealt with EVER . Even your ‘English staff agree, if by coincidence I get through to them and not your lpoor commmision chasing badly managed lieing Indian call center . It’s so bad, I wish I could disclose my email. Please don’t be tempted by their sleazy tactics. They are the worst con in the Uk, and offcom or whoever needs to take action. This can’t be allowed in the UK. Why doesn’t this review site allow me to post my email. I have never felt this cheated before .
Reviewer
sarah
Location
grimsby
Date
31/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
overpriced, dreadful customer service, never again
Reviewer
CJ
Location
Wirral
Date
30/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Tied in to a contract I wasn't aware I was in, received no notification of change of contract and wasn't sent anything to sign. Sky advised I could buy out my contract, more than happy to spend the money to get away. Since told Virgin buying out contract I've had issue after issue, and standard of customer service has dropped through the floor.
Reviewer
Cate
Location
Epsom
Date
30/10/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Getting increasingly frustrated with the poor internet speed of Virgin considering the fortune we are paying for the most expensive service on offer. Monday morning and I work from home but I am once again having to run my computer off my phone's hotspot. Thank you O2. Virgin promises speeds that it just doesn't deliver and apparently there are known problems with the cables in Epsom, so Epsom based residents beware that you may not get what you sign up for.
Reviewer
Mrs B
Location
Nottingham
Date
29/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have never received such dreadful customer service anywhere else, we have had several problems over a period of 4 months, never been told we can claim discount on our bill till the last issue, when we did find out during the last issue, sheen we were told you have to claim at the time of each issue! Nonchalant couldnt give a s$$t attitude from call centre staff, stuck In a crappy contract for another 8 months, would NOT recommend if last cable company on earth cannot wait to leave! AVOID AT ALL COSTS
Reviewer
Breezey7
Location
Telford
Date
28/10/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Paying for high speeds , only achieving 17mbps internet been erratic or non igsistant for several weeks . Will be looking for new supplier
Reviewer
Anthony Whittaker
Location
Warrington
Date
28/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Customer since 2003 to 2017.
Paid £82 per month.
They advised a price increase but added insult to injury by offering a similar package to mine but with later router and newest TV box for £55 to new customers.
That meant a new Customer would enjoy better service with beer kit and pay £324 per year more than me. If I stayed with them for another 16 years I’d be paying £5,184 more than the new Customer.
Tried to haggle - offered £4 per month reduction.
No longer a Customer. Note my capital letter on the word Customer. I think the Virgin management use a four letter version beginning with the same letter and also capitalised.
Dreadful loyalty. Dreadful marketing strategy. Avoid.
Reviewer
Madeleine
Location
Oxford
Date
28/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Complete pile of rubbish. Way slower than BT. DON’T sign up. Unless you like feeling frustrated and rageful.
Reviewer
Ziyad Rassam
Location
Date
27/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Continuous dropout. Poor connection. Slow speed.
And worst of all, calling customer service does not help at all. Will give you excuses and they sent me a long document to teach me how to keep changing wifi channels every time the signal drops - a bloody full time job!!
Reviewer
Alan
Location
Solihull
Date
27/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Disgusted Don't ever have broadband off these frauds. Broadband speed up and down and only move 1 room away and lose it. Paying for 100mb got 2.11 today downstairs. Unable to get Engineer round after 6 calls and was cut off after 42 minutes on last one. Phoned to cancel and promised an Engineer today. Waited in all day nobody came. Bunch of liars.
Reviewer
Conor
Location
Dudley
Date
27/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst ISP I've ever used, certainly want to switch to another service. On top of the awfully slow download speeds the customer service team somehow manage to operate even slower, how is totally beyond me. We recently received a so called 'upgrade' to our router which has somehow made our internet speeds almost unbearable. Currently our upload speed is twice that of our download. Unacceptable.
Reviewer
Amit
Location
York
Date
27/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have this service from 15 days. I am paying for 100 mbps. But getting 23 to 43 mbps from last 5 days. I tried to contact service center to raise complain tjey start testing and the call even drain my balance. So losing all the way. Very bad service and i wont recoment anyone to take this.
Reviewer
Dean
Location
Stevenage
Date
27/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
There customer service is as bad as there product , as soon as they raise my bill again during my existing contract I will be leaving for talk talk as.are the rest my family , we all have the same package but pay 19 , 21 and now my bill is 33 for upto 50 mb which on BB speed test shows I average less than 10mb !!!!! Useless company worst customer service can't wait to lwave!!
Reviewer
Beth F
Location
London
Date
26/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service - the wifi is always down and the customer service to resolve this is terrible. Calls, tweets etc. lead nowhere. I wish we had never signed up with them - it's a joke and the worst broadband provider I've ever had.
Reviewer
Leon
Location
South Shields
Date
26/10/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
An absolute diacrace I have been with this company since 2012 when they were acatully good and relaiable the service now is horrible the customer service is a disgrace get spoken to like utter garbage I cancels my service early and done the volunteer thing to cancel they then cut 2 weeks before that date and told me to pay and they would deactivate and then would have to fill in another cancel form a even got called a lier about watching YouTube the night before are a gentlem and a so called manager witch how would uno what a was watching when a was the one in my Home very unprofessional how a was spoke to and tret I will glad once this service is gone and a will Neva be returning to such a rip of company and will be glad once my other one is installed so a can get on broadband again a do not recommend this company what so ever unless u want to be charged for things u don’t ow and blackmailed of customer services !!!!!!!
Reviewer
Gary K
Location
Blackpool
Date
25/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After 12 months of a deteriorating broadband service I have decided to leave. I am paying for vivid 300 mbps speed and tonight’s measurement was 1.3 mbps. I am fed up with Asian tech support call centres telling me my downstream power levels are a problem that then get “fixed” within 24 hrs only to deteriorate again within a few days. It appears Virgin have massively oversold their network capacity and are now managing off their older customers who are out of fixed term contracts. Really fed up and will never use or recommend them again. When I first joined the service was excellent, now it is awful. I amgiving Sky a go.
Reviewer
Joe
Location
Date
25/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Liars and cheats. Disconnected me and continued to take my money. Avoid this scam company.
Reviewer
Peter
Location
Date
24/10/2017
Ratings
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Installation hickups, their system has huge flaws.
I have taken time off work to stay home for an installation for which I have e-mail confirmation at hand and customer services said they could not do anything else but apologize and reschedule me for a later time in two days.
I have been a customer, and I will stay, because unfortunately there is no better option in my area.
Reviewer
Eric
Location
Wolverhampton
Date
24/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst engineer service ever
Reviewer
Eric
Location
Wolverhampton
Date
24/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor customer service after book 3 days off to get engineer to come out because Virgin Media keep cancelling my appointment without telling me Finally when the engineer come out he was late and did not call to say it's got to be late
Reviewer
Savannah
Location
Camden, London
Date
24/10/2017
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
The broadband speed is very good and is the best thing about being with Virgin Media. BUT there are so many downfalls with Virgin. The WiFi is a great speed when it is on. They constantly have signalling issues all the time, meaning the broadband and certain tv channels are unavailable. This has been consistently happening since the beginning of the year, they claimed to reimburse but it only showed up on one of my bills. Around March we kept complaining and they told us they were going to have signalling issues most weekends and evenings till August 2nd. We waited and still there was issues. They delayed us again until September 13th and that was when it started to work again up until recently where there has been major problems resulting in us having no tv or wifi. Virgin are currently in the news for having major signalling issues We have received poor customer support and service, considering the cost against other networks.
My advice to you all, it is not all bad as when the WiFi works it’s great but it’s a high cost for a terrible service and customer care. We have now made the decision to leave after a year of unrealiability
Reviewer
Monika
Location
London
Date
24/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID IT! I tried to be patient but I had no connection or poor connection at least once a month. Last time it was about 2 weeks. I need to call them and I am asked any questions by anyone I talk to and it takes usually 15-20 min. But still, for most of the times, I have my problem unsolved immediately. I can say it is the worst company I ever met. Never again.
Reviewer
Monika
Location
London
Date
24/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID IT! I tried to be patient but I had no connection or poor connection at least once a month. Last time it was about 2 weeks. I need to call them and I am asked any questions by anyone I talk to and it takes usually 15-20 min. But still, for most of the times, I have my problem unsolved immediately. I can say it is the worst company I ever met. Never again.
Reviewer
Kate
Location
Worthing
Date
23/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
My parents (aged 73 and 93) have been trying to cancel their subscription to Virgin Media but they will simply not accept it. On the last call they must have asked for the subscription to be cancelled over 20 times and were promised an email would be sent confirming cancellation. Instead no cancellation email and yet another phone call trying to get them to stay with another so called “offer” signing them into a new contract. What do they have to do to cancel? I have never witnessed a company preying on the elderly quite like this. Virgin should be ashamed of themselves. Stay away unless you want to join a service you can never leave that out your costs up repeatedly. Good luck
Reviewer
Jack
Location
Plymouth
Date
23/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Very difficult to speak with customer service .Price they promised to me through the phone didn't match one on my bill. Not as fast as they climes it will be. Stay away from them it will save you a lot of stress.
Reviewer
Pete
Location
Newcastle upon Tyne
Date
23/10/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
We finally saved up to buy our own house and moved home last week. Unfortunately, virgin do not provide services in our new street meaning we had to cancel, incurring £125 cancellation fees. If we'd have used any other provider we would not have had this problem as they all use the same network. Virgin uses its own. It's a shame because we liked the package we had. Never again will we use virgin. I even cancelled the mobile phone I had with them for my grandad, out of principle and bought a new sim with Tesco Mobile.
Reviewer
Csaba
Location
corby
Date
22/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
absolutely useless. the connection is broken in every 5-10 minutes...
Reviewer
Reviewer
Location
Liverpool
Date
21/10/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly, im quite dissapointed. Im the kind of guy who loves playing games and i bought a really good gaming pc. I thought Virgin Media was just the good choice by guaranteeing me for ultra good internet speed but what i found out was shocking...
I dont know about you guys but my speed is never faster than 500 B which is A COMPLETELY TERRIBLE internet speed. It hardly opens google chrome. But the price should be 0 because this is the most rubbish broadband i have ever met with. I cant swap because it says that you have to stay in there for a year or some crap. DO NOT BUY THEY WILL RIP YOU OFF WITH RUBBISH INTERNET THAT WILL KEEP ON DISCONNECTING.
Reviewer
SueCo
Location
West Mids
Date
20/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am a customer of 8 years, Virgin dont hold that info so clearly arent concerned about how long you have been a customer. They have badly handled a new installation of media tv and internet. My virgin iphone had a fault for over a month and the installation took over 6 weeks. Don't use Virgin unless you have to, it's difficult to create a complaint and they never call you back. If you manage to get past the automated call system, all calls go to the Phillipines even if you are in regular contact with the UK over a fault. They cant put you through and email the UK and then UK call you when you are at work and you miss the call. The Phillipines will tell you all the engineers are male (1) the Equality Act 2010 hasnt reached them yet! They failed to bury the cable to the house and left it entirely exposed in the front garden, no-one has yet apologise and no-one has yet dealt with the complaint
Reviewer
Rob
Location
Leeds
Date
20/10/2017
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
I'm going to write an HONEST review as it seems most reviews are from people who come online while they are upset so I wanted to write one from a neutral perspective to help people decide. Overall Virgin Media is pretty good though it does come with a few problems and they have recently told me that when it comes to reimbursement from downtime they do it specifically by the day, in other words they no longer give you anything back as a gesture which I think is bad for a company that makes millions off every day people, one of the things for me that keeps me with a company is how they treat you and appreciate you as a customer (O2 lead by example on this!!) so they have become pretty greedy with money really and I think this should be changed. About the speeds, well generally I get good solid speeds of around 70 - 75 MB on the download and this is usually good, even on Wi-Fi too on my phone I get this and the signal seems pretty strong considering the router is upstairs and the room downstairs connects fine with the blu ray player which is opposite side of the house downstairs, we get around 2 - 3 bars on the signal strength and Netflix words fine BUT (and this is a big but) their consistency isn't the greatest and I have had a few outages recently and quite a lot of line drops, some of these line drops are so small you don't notice but they are there and stability isn't really their strongest thing (I'm not sure if any other company has this but Virgin definitely don't), watching Sky Go can often get the odd buffer due to this and I do think this is something Virgin need to get sorted considering they're not the cheapest of the bunch, which brings me to that point, the cost. Virgin Media are a little over priced, in fact VERY over priced really because although the packages and services sound good (and they are when they're running consistently) they're not very solid, they're very tight now due to a new 'policy' recently of only able to credit any downtime you have by the hour due to the computers and how they log reimbursements, so basically if you're a day without internet you're probably going to get a couple of quid, if that, which is pretty bad considering how other companies give you good gestures of good will after loss of service etc... so they're starting to become a bit greedy really and that's VERY off putting. They need to reduce their prices a LOT if they really want to compete and be the best out there because when you're paying so much for a broadband that's not really all that stable most of the time, it's pretty bad and even so they are still over priced. Generally the experience is good but it's not good to validate the prices they charge by any means, other than you do get a good speed (maybe different area's have different experiences). I guarantee that less is more for them and they would have a TON of extra customers had they have had lower prices but I don't think they would do that because they seem to be getting a little more money greedy than anything else really from what they told me yesterday about their new reimbursement policy, I just thought that was terrible.
Customer services depends who you get, I called a guy recently and explained about how my internet had been dropping and cutting out a lot lately, he pretty much said to me that there was no record of it (basically calling me a liar) yet trust me it had been dropping out, he went on to say how they don't reimburse Wi-Fi loss (understandable) but I explained that it wasn't just Wi-Fi because ALL the connections went down, including my PC which is WIRED, he pretty much denied it and it was a complete wasted phone call, however a guy I spoke to later when it happened again was much more helpful, but he told me about the new policy about reimbursement where they have brought in a system where they can only give the exact downtime they see, no little gestures or anything, nothing and as mentioned above, I think that's pretty bad as it feels you're not really valued as a customer and they only give you back what they HAVE to by law basically, which is what I mean about how they treat you as a customer. Getting through to them isn't the hardest but it is a bit of a pain going through the system, this could be much easier (specially with the password crap on the automated system) and I've always had advisers in the UK too thankfully (nothing against the people abroad but they don't understand most of the time and we need this of course for these kind of things) so it's pretty touch and go really but all round the customer services haven't been too bad really.
To be fair, I don't think the UK have a very good outstanding broadband provider so there's no competition for these companies to give best prices and services as Virgin have the speeds and strength but as mentioned above, so they don't need to be any better to us yet other companies might have a bit better service but don't have the speeds we often need for things such as Sky Go, Netflix etc.. and Wi-Fi strength in the home. Soon as a good broadband provider offers this at an affordable price for everyone, they are going to be soaring above the rest and all these companies such as Virgin will just fall and that's what they need. It seems a shame that the UK hasn't got a solid leading internet provider like we do with the phone services, such as O2 for example who are brilliant for 99% of people when it comes to everything and have been for many years. Internet providers need to take note and someone out there needs to spice up the competition for these people.
I hope this has helped :-)
Reviewer
Amir
Location
Morden
Date
19/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They are complete Rip off, charged me £80 for international calls then they said we won’t charged you from next month and you don’t have to pay any extra from next month. It’s a biggest mistake to be with virgin media. Extremely rude phone conversation and unsatisfactory service provided on phone. Can’t use WiFi in my room upstairs.
Be sensible and don’t join virgin media ever again.
Reviewer
Viktor
Location
London
Date
19/10/2017
Comments:
by contract speed 100 but in reality 4-10mbs.and its like 1 month like that and they cant fix it.Plus service is bad and engineers are rubbish.
Reviewer
Virgin Media User
Location
Date
18/10/2017
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Comments:
Virgin Media is fast but it keeps disconnecting. They blocked us once for no reason so overall I give them two stars. It's so rubbish do not buy it.
Reviewer
Paul
Location
Kensington
Date
18/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't be fooled by their advertising. Really disappointed in the service. The speed is very slow - much less than advertised. Even more disappointingly, they keep increasing their rates - even though they sign you up on promotional packages much less than that.
Reviewer
Becca
Location
Liverpool
Date
18/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish I could provide less than one star!
After signing up and being assured I would be able to get broadband up and running using their quick start package that they sent (to the wrong address), I then found out I needed a virgin socket installed and would have to wait a week for an engineer to come out. He was due to come out yesterday, I was given a timeslot between 1pm-6pm, got a phone call at 5.55pm to say he would be late and he couldn't promise he would be there by 7.30 (I had to leave for work). Was on the phone for over an hour only to be told he had three more jobs to complete for he got to me and there was no guarantee he would even make it to my house, when we were hung up on by the customer service line. We rang again to be told he wasn't coming and the next availble date for an engineer to come out would be a week later - then I get a bill off them for £74, two months payment up front and a £20 activation fee, when I have no service and nothing has been activated!! They are utteraly appalling. DO NOT use Virgin Media.
Reviewer
James W
Location
Leicester
Date
16/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling service and attitude. 7 days without broadband and no inclination to apologise, assist or cooperate. Avoid at all costs.
Presume Mr Branson is too busy on Necker to manage this division.
Time to spend some time at your desk sir - the wheels are coming off at VM!
Reviewer
John G
Location
Long Ditton
Date
15/10/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
over the past 2 weeks the speed for this 100Mb fibre broadband connection has been between 29.37Mb/s and 1.05Mb
Upload speed has varied between 2.03Mb/s and 8.68Mb/s.
This is apparently due to a network problem in the area, which at one stage I was told was resolved but clearly has not
Reviewer
P Macdonald
Location
N Ireland
Date
14/10/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
VM are okay until something goes wrong. At that point start taking the trnquilizers as customer support (Trades Description violation!) is nothing short of appalling.
When I eventually got through to someone about a TV Anywhere problem I was told the issue was known about in my area, and would be resolved in 2-3 days. What??? I refused to accept the answer, and insisted on speaking to someone further up the food chain, who sorted the issue in 10 minutes. Incompetence is one thing in support, blatant lies another. Branson, your company is a disgrace.
Reviewer
Maia
Location
London
Date
12/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Recently Virgin Media is a joke. 2 weks ago my internet stopped working, I called and they arranged a technician for a week later (1 week with no broadband). He came solved it, one week later I have the same issue and now I have to wait another week for the technician to come. I am working from home and this is a disaster for me. I cannot rely on Virgin media anymore. My contract is ending in November so, I'll probably switch to another provider.
Reviewer
brainteaser
Location
Bristol
Date
12/10/2017
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
TEST RESULTS:
23.32 Mb Download speed
5.77Mb upload
20 ms ping time
Recommended switching to Virgin @ 'up to' 300Mb - That is who this rubbish service is being supplied by
Reviewer
M Cann
Location
Lincoln
Date
11/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Customer service when things go wrong is virtually useless. You are directed to a call centre in India when a pleasant person well read to you from their script. They lack any empathy and are unable to make any decisions. You can no longer get through to customer service to complaint or attempt to resolve your issues.
In today's climate where everyone expects you to go on line virgin media/broadband expect you to wait three or more days for them to attempt to resolve the fault.
Customer service and satisfaction really score zero in my opinion. Customer charges on the other hand are exorbitant. If I could switch to another provider I would unfortunately there are only virgins fibre optics in my locality so we're are held to ransom by virgin. Options virgin or nothing. Totally disappointed by the service and charges.
Reviewer
Mika
Location
Barnsley
Date
11/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They want you to upgrade. Had Virgin broadband for ages, virtually never had a problem with it until this year. Keeps crashing so it kicks out of youtube and online games. Called them several times, they came and replaced the modem, after that it was still acting up so they replaced the cable. Still acting up. Restarted the modem numerous times. Every single time we called- they want us to upgrade. We don't want to uprade! We want what we're paying for already! Terrible! Go with a different provider.
Reviewer
Wayne
Location
Aylesbury
Date
10/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Spoke to customer services today having tried to get through Monday with no luck as the system was down since Sunday morning no phone or TV coverage second time in a month last month off for 2 days
Was told as i never got through on my mobile!!! it would not be classed as a technical failure!!! are you kidding me was not going to stay on my mobile all day and night hoping someone may answer absolute JOKE!
Worst thing is tried to cancel and was told i would have to pay up to April as that's when contract runs out well let me tell you direct debit cancelled you can send every debt collector in the country out you still wont have any money off me will go to court don't care how much it costs!!!!!!!!!!!!
Reviewer
Tania
Location
Oldham
Date
10/10/2017
Comments:
No ratings to award as the most incompetent company in media history. Impossible to contact even head office have not responded to my letter of gross misconduct and extremely dangerous practice leaving exposed cable on a public pavement! Which incidentally they trespassed on my land to weave the cable through in order to provide broadband to my neighbours! Nothing like blatant cheek! Last resort now contact Cisas again and local tabloids This bunch of cowboys left cable on top of my garden , dug up my flagging and just left rubble. No one is taking responsibility for the siting of the junction box outside my Home passing the buck from virgin to Oldham Council ping pong! Could it be due to payments involved with LA? For allowing siting of virgin junction boxes?? All abdicating responsibility. Absolutely atrocious lying company told me I could landline with virgin however engineer stated never in a month of Sunday’s as no provision! Thank god I didn’t go ahead with their installation not that it was feasible anyway according to the engineer! Too dangerous after leaving exposed cables lying in view and obstructing pavement.
Reviewer
Cheryl
Location
Gillam
Date
09/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Can't talk to anyone who understands English been waiting 9 months for my Virgin now still no one can do anything to help so ask for a refund and no one can understand what I mean absolute fools biggest bunch of idiots I've ever had to deal with
Reviewer
Lori
Location
London
Date
08/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
They provide us some internet couple hours each day,after that long hours nothing and so on. They just cant fix the issue what they have. It is a joke this company.
Reviewer
Aysha
Location
Luton, Beds
Date
08/10/2017
Ratings
Reliability
1.00 stars
Comments:
Worst possible services in all spectrum of services provided by Virgin. Tv offers nothing special at all while it is expensive compared to others. Their broadband is the biggest lie, it doesn't work upstairs when hub is downstairs. The price goes up frequently and customer service assistants would lie. They don't value customers and their loyalty at all. Hell hath no fury if you want to cancel, didn't think twice before coming out of contract paying oddless fees. Worst service provider from my experience.
Reviewer
Ewa
Location
Bracknell
Date
07/10/2017
Comments:
Rubbish company, I never will use them again.
Reviewer
Selena
Location
Worcestershire
Date
07/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I phoned up to join, was told hub would be sent out in 48hrs all I would need to do would be ring up and activate hub, hub arrived on time, so far so good ! went to set up hub and that’s when it started to go downhill, firstly I was not told I would need a Virgin Media socket, this I found out after 3 telephone calls which resulted in being passed to different departments and then having phone put down eventually did get to speak to someone who said I would need an engineer to come out and fit socket at a cost of £50 this I said no to as it should have been said at time of joining, my contract came by email the monthly cost I was told at time of joining was a promotional again this was not said at the time.
I spent another 4 attempts calling to cancel I was passed to 3 different people before I was able to cancel, I asked for an email to confirm my account had been cancelled and was told they couldn’t send an email as they would not have any of my information once my account had been cancelled??? When asked where to send the hub back to was told a bag would be sent out to return it, 1 week later still no bag arrived so yes I rang up again, at no time did I give any details but they where able to know who I was from my phone number- strange seeing as I was told they would no longer have any of my information once account had been cancelled- needless to say this was yet another wasted phonecall, I still have hub which I will now try to return to my nearest store - 20 miles away - if this is how Virgin Media is to new customers I feel sorry for any existing customers.
Reviewer
Brian
Location
Leicester
Date
06/10/2017
Comments:
The worst customer support you are ever likely to experience
Reviewer
Devesh
Location
Woking
Date
06/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I made a mistake of signing up Virgin for all the services at home i.e. Phone, Broadband, and TV with premium packages for all. Virgin is known to not to have content for the TV and that's why their TV packages costs the most. However, I thought their fibre broadband must be good and reliable. Unfortunately, it is worst of the three core services they provide. For us, broadband going down is a weekly affair very much like their outsourced customer support services. And for now it is down from last 4 days and the earliest an engineer can visit to look at the issue is one week wait. There is no guarantee it will be fixed. It's only the visit to look at the issue. Why Virgin sign up so many customers if they can not support and make customer wait for weeks to fix? Broadband is a basic service and outsourced customer support of Virgin outside UK thinks this is a premium service which should be used only on a need basis. Calling Virgin customer support is such a useless experience and waste of time because team is unskilled and have no understanding or appreciation of the issues you are facing. They will make false promises and there is no one in the UK to talk to you. So when you are in trouble, it is like talking to a wall.
In summary, if you are looking for media services, remove Virgin from your list to even consider. I am and will move to other provider as soon as I feel a bit better. In spite of telling my medical condition and being a premium services customer of Virgin their is no effort to retain and fix the issue I am facing.
Reviewer
Faisal
Location
London
Date
06/10/2017
Ratings
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I am annoyed with the way Virgin Media as company forces you into their bureaucratic process. It takes so long just to get a date for an engineer to visit!!! I have had to phone now 6 times and still no date. I have to wait for the assigned order manager to be at their desk before they will process my order!! I think they have taken the phone order process from a communist country's telecom company. What an awful company to deal with after the order has been placed.
Reviewer
Maria
Location
Exeter
Date
05/10/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I am extremely dissatisfied with the way that the company deals with everything. It is not the staff that I have experienced problems with, it is the general bureaucracy of the company itself. It is very hard to get in touch and it takes a long time to go through all the vertiffication process to actually get to the request. I have made 2 trips around London in trying to return my broadband and I still need to get a new packaging and do it again because last time I didn't receive the post sticker.
I am definitely going to wow my experience, sorry.
Reviewer
Erfan
Location
Blackburn
Date
04/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Absolutely disgusting company to deal with. Took up the offer and was given installation date of 30th September. Engineer arrived and said only been instructed to install tv and broadband not phone as oversubscribed in area. Virgin obviously didn't care to inform me of this prior to sending engineer out for the install. Rang them as the engineer left and was passed from department to department till finally spoke to preinstall dept. Told me there was no problems with being oversubscribed and would arrange for an engineer to come back out on the 4th of October to install phone. In the meantime the tv and broadband kept disconnecting and reconnecting from the service. Today the engineer came out only to repeat what the first engineer said on the 30th... instead of connecting phone, reconnected broadband and tv and commented on how badly virgin wee managing the install. 2 agreed installs later rang again to be passed from pillar to post only to be told they were going to charge £55 P/M due to not being able to install phone and this was the cost of the tv and broadband package I had been put on without the phone. Swiftly told them to stick it as was their fault didn't inform me sooner and due to sending engineers out twice to hook up phone only to fail to deliver. Told me if wasn't happy to cancel. Told him i wanted to put formal complaint to which i was told i couldnt if i was going to csncel...so it was a choice between cough up more money for a reduced service or suck it up and complain which they would probably do naff all about. Went through to cancellations who then told me it would take them 30 days to refund me. Absolute farce of a company...over 4 hours wasted on the phone and to top it off lost our number we were porting over from sky. No apology...not one advisor accepted responsibility just kept passing the buck and if I dared to speak against them cut me off or transferred to another random department. Brought back memories of why I left in the first place years ago. Hope this company dies a horrible death will never be taking out any of their services again...
Reviewer
stano
Location
Lincoln
Date
04/10/2017
Comments:
they are not able to fix their broadband after 4 months. still having issue. had to call them evrytime i dont want to pay for not working broadband... never had any issue with other providers. soooo bad and sooo expensive
Reviewer
Stephen David Maxwell
Location
Carlisle
Date
04/10/2017
Ratings
Satisfaction
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
phone line has been down 2 weeks now kept being told different days and times it would be fixed still not. Asked to speak to supervisor twice and hung up on twice.Did not even no it was off until told by a relative.virgin just don't care
at all about their customers. when they say they will phone back they don't they just use excuses all the time it is also obvious Richard Branson does not give a damn. will never use virginmedia again
Reviewer
Tommy
Location
Gravesend
Date
03/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalling, paying for 100mb service only getting 3 to 4mb spoke to 7 people on their help lines, told by one of their support technicals that he will not be helping me, had a support technician out who managed to cut if the wifi trying to fix the problem, had a 2 hour long phonecard resulting in one of their operators insulting me and refusing to help, DO NOT USE VIRGIN MEDIA as a broadband provider.
Reviewer
Sorin Necula
Location
Dagenham
Date
03/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not even worth 1 * twice in few months i had their equipment broken. Im paying 36 a month for the most awful service in the uk. Takes ages till the engineer comes around and the 2nd time they didn't even came, when i came across with them on phone they hanged up. Don't recomend to anyone
Reviewer
Lou Edwards
Location
Tunbridge Wells
Date
03/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
From the day we got Virgin media we have had broadband that is quick when it works (around 75mbps) but on an daily and sometimes hourly basis we have to restart the modem as either the signal vanishes or the server stops responding. If you are in the room directly above the modem (old house, timber floors) you can never get a signal and have to rely on a wifi extension plug. The tv package is ok but at around 65 quid a month it's not worth it. Better get a 17mbps package that works with another supplier than bother with Virgin. When you complain they can normally send an engineer no sooner than five days later. If you work from home it's a nightmare.
Reviewer
Jamie
Location
Cheltenham
Date
02/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is possibly the worst ISP I've ever dealt with. I recently signed up for virgin media business as I operate with a few small companies a variety of servers. They are awful the contractor came in and shoved the box on the end didn't test it and signed it off as complete. He left a mess behind and behaved totally unprofessionally. Tried to resolve this with customer service and so far no luck been waiting for days have had around 100 hours down time evethough they're contracted for 24 hours down time. Their foreign call centres are impossible to deal with. While the companies professionalism is unequalled in its poor quality. I've also been informed there is likely to be problems with my static IPs due to more faults at their end. I work in a technology role in my main full time job and while I work at a company and have any say what so ever I will never, ever use virgin media services again.
Reviewer
Dan
Location
York
Date
02/10/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
As a student me and my flatmates needed good speed and unlimited download so we decided to get Virgin 200MB bundle for 12 months. For the first month it was super, me and my flatmate were getting top speed and no issues, however on the 17th sep there was a storm and it caused issues with our internet. 2 days later Virgin claimed to have fixed this issue but we noticed no fix. Our WiFi was mostly 'connected, no internet' and my PC which was wired via ethernet would go to 0.9mb/s every minute making it impossible to play online and difficult to browse. Ive called Virgin up and the first 2 calls they told me to reset the router, factory reset it, forget and reconnect to no prevail, they insisted it wasnt anything on their end. A technician got sent out and they switched the router, the technician even apologised, saying that there were issues on their (virgins) end while reinstalling. nothing changed and since then they have told me to do the same stuff over and over again and told me they wouldn't send a technician out. Its been almost 2 weeks and they have said numerous times they would call me back which they never did. I do not recommend Virgin to anyone as their customer service is unhelpful.
Reviewer
T Dam
Location
GRAYS
Date
01/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
You are an utter joke!!! Vhanged my package in June. Nothing but f*** ups n today found out you billed me £40 over the top but cannot refund so have to wait til next mknth for a refund out of my bill. Seriously??? Utter crap!! Awful customer service!
Reviewer
Julie Fletcher
Location
Letchworth
Date
01/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Continually complaining with no improvement.
Very low broadband speeds compared to what I pay for and tv pixilates
Reviewer
gemma
Location
kent
Date
01/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
virgin media is terible for its broadband im on 200mg broadband and the speeds are terrible slow 24/7 i do have an ethernet cable which dosent make the difference broadband cuts out all the time constant glitching freezing and no internet connection all the time even though the broadband box says its connected i do not recommend faster broadband as its a gimmick for you to buy the product virgin media are very misleading when it comes to the products they promise you faster broadband but you dont accually get it its all a con to get your money so you get poor broadband speeds. the v6 box is aweful aswell low sound on all the channels channels glitching and freezing watcjing movies on demand you get a black screen after you have pressed play and when you do get to watch movies it freezes mid flow of the film and just sticks in that spot for quite some time i feel i was missold broadband and tv all this hype about how great they are is rubbish if you are in a small town which i am you dont get full services at any point in time persist works on the lines at least 4 times a week network is always down slow broadband and the v6 box is awful you do not get your moneys worth at all its 1 big scam beware stay away from virgin media awul company for broadband and tv.
Reviewer
Ady
Location
Reigate
Date
30/09/2017
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have to admit they are not the cheapest but have an excellent customer service (they answer within 1-3 minutes, I asked for older bills- they emailed it to me, they give reasonable offers, etc)No internet from any provider is at the maximum speed promise. I have 100MB and I constantly receive around 60-80, once I had 110MB, but also when is high traffic dropped to 40, etc (traffic measured through wifi/ not ethernet cable). Anyway I could still do my things. Very occasionally (1-4 times a year) the internet fell completely and they fixed it in with 1-2 hours and once overnight (was frustrating but nobody's perfect) I have been with them since 2011. Initially in Derby then in Reigate. Reading reviews and dealing with other providers ( talk talk for instance/over the phone)OMG I prefer virgin media anytime. As overall satisfaction; they are the best you can get.
Reviewer
Ady
Location
Reigate
Date
30/09/2017
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have to admit they are not the chepest but have an excellent customer service (they answer within 1-3 minutes, I asked for older bills- they emailed it to me, they give resonable offeres, etc)No internet from any provider is at the maximum speed promise. I have 100MB and I constantly receive around 60-80 , once I had 110MB, but also when is high traffic droped to 40, etc (traffic measured through wifi/ not ethernal cable). Anyway I could still do my things. very occasionally (1-4 times a year) the internet fell compleatly and they fixed it in with 1-2 hours and once overnight (was frustraiting but nobody's perfect) I have been with them since 2011. Initially in Derby then in Reigate. Reading reviews and dealing with other providers( talk talk for instance/over the phone)OMG I prefer virgin media anytime. As over all satisfaction; they are the best you can get.
Reviewer
David Mills
Location
Bedworth
Date
30/09/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Have constantly high download speeds with this provider and very little outage time. Customer services are excellent.
Reviewer
Davide
Location
Oxford
Date
30/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Comments:
I had setup a new contract, but the delivery never arrived. Upon calling them, they told me that the contract had been cancelled, and insisted they had told me about it over the phone. I have never received a call from them, nor an apology for the misunderstanding. They suggested calling the sales team to set up a new contract, and so I did. Just not the Virgin Media sales team...
Reviewer
David
Location
N8
Date
30/09/2017
Comments:
There is poor customer service....there is really really bad customer service....there is totally unacceptable customer service, and then there is Virgin Customer service...which surpassed all of these. Truly awful!
Reviewer
Andrew
Location
Uk
Date
30/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A total joke, border on criminal. Bare face lie about broadband speed. I was informed I would get over 150mb when infact I received LESS THAN 12mb that's enough to stream around 30secs before buffing !! For more info look up watchdog virgin lie about broadband speeds !!
Billing was always wrong always over charged and customer service was the worse I have ever had before this point. Trust me I used sky for 16yrs before moving house and giving these muppets a go as cable was an option ! NEVER AGAIN back with sky Entertainment package? There is naff all entertaining about virgin media.
Reviewer
Emma
Location
Date
29/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Constantly cuts out so bad and so annoying.
Reviewer
Krasimir Ivanov
Location
London, Palmers Green
Date
28/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
this totally unnaceptable, ive been with the company for the past 11 years, these guys ive called them tonight because i didnt have any internet, the have told me that my bill has not been paid and this is why my service has been restricted. As i said we have been using their services for the past 11 years, also they told me that they did not want to disscuss my account and they need to send me a password over the post which will take up to 5 working days, this is totally unnaceptable for a person who is actively online, 5 days without internet you can imagine, also the advisor told me i can pay online, and how exactly should i do that????
after asking to speak to a manager they refused it and put the phone down on me, i am very very very dissapointer from the customer service representative by the name of Emma, she is hopeless and unhelpfull.
I am thinking taking my bussiness elsewhere as of now.
Reviewer
Shevaun
Location
Wigan
Date
28/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Never in a million years would I ever consider being a virgin media customer or tell anyone to go with Virgin Media. Customer service pass you on and on and on and on.....
10 different people I was put through to, just to cancel my broadband and at the end one I just put the phone down because I had been on the phone 3hours! I will just cancel my direct debit tomorrow and write a letter to wherever because your trapped and there is no getting out.
Reviewer
Eva-Jayne Lacey
Location
Bristol
Date
28/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
DO NOT USE VIRGIN MEDIA!I have been with virgin media for 18 months now, no longer out of choice! The customer service I've received is appalling, you will wait on hold for around 45 minutes before your call is answered and when it is you are just transferred from one department to the other with none of them able to help. I tried to leave a year ago but was in a contract, my contract finished 6 months ago and I have been trying to stop my services ever since but it is impossible. They have no email address and the only contact is over the phone, to which they disregard that I have ever given my notice (3 times now) and continue to attempt to take payment monthly. I cancelled my direct debit, figuring it would be the only way to make them understand and now they are ringing several times a day, yet when I answer I get told they are unable to help and that I need a different department, to which the 'stuck on hold' circle starts all over again. I notice it is not only myself who has experienced these issues with them and several people seem to be struggling to end the contract. Absolute joke of an organisation do not bother with them unless you want to be stuck with there services for a life time, don't waste your time.
Reviewer
Jonathan Newby
Location
Romford
Date
28/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
If you have an issue, you may as well changer providers as there customer services is one of the WORST EVER I've seen. They will NOT help your issue! You will end up explaining your situation to every rep in a different department, as no one seems to want to handle your problem. When I finally got through to someone who decided to take the call, she was very rude and very sarcastic. She wasn't bothered at all and it was like she just put the phone on the table and left it. I would very much avoid using Virgin media because if you get problem in the long run it won't be worth it.
Reviewer
Pier
Location
London
Date
28/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Avoid this company like you would avoid a virus. Phone still not working after 1 week I moved with them. Internet speed 200MB probably based on wether conditions, temperature and other random parameters. Customer Service is the worst I have came across in the last 6 years. Just avoid it, I thought BT was bad but in comparison is PERFECTION!
Reviewer
Lee
Location
Gloucester
Date
28/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
All be aware, I am due to move to an area where Virgin cannot supply me with their services , although I have been with Virgin for many years, its come to light every time I have contacted them for a better deal and changed the deal this is a restart of a new 12 month contract, to my cost of £61.00 x 7 months , my son had a similar problem last year moved to an area not serviced by Virgin, had to pay out over £300.00 to close contract, most of the industry is a rip off, this can not be morally right!!!!! Once sorted Virgin Media will be blacklisted by family and friends
Reviewer
Cas
Location
Cardiff
Date
26/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service. They just transfer you to another department when they cannot deal with your issue.
Customer services do not speak English. Fail to keep their word.
Reviewer
Sean
Location
Telford
Date
26/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
For sure the worst place ever was waiting for nearly 3 months for installation six times said they was doing it. The installation team are rude they constantly put phone down on u very leading new what they was doing I had took total of six days of work money I'm not gonna get back left to tell me they wasn't coming or couldn't do anything to the same day or day before and the fact send me messages telling me to be in the house everytime had to cancel in the end all that time was wasted I used to like virgin but gone down drain big time lately WORST PROVIDER OUT THERE
Reviewer
Jamie
Location
stafford
Date
25/09/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Had the 74mb package and when it worked it was great. unfortunately the service has been very intermittent for the whole 2 years. I personally feel customer service, lacked "customer service" and I did not at any point feel valued. No compensation for wasted calls or lack of service (even with the many phone calls & call outs) not even out of courtesy, as for giving notice to leave, it was like being harassed! never again will I return.
Reviewer
Wale
Location
Portsmouth
Date
25/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible network received an order confirmation but for some reason was not comfirmed properly and had to call them to find out on the day of installation that it was not confirmed so it was delayed. Would not recommend them at all. The best they could do is apologise.
Reviewer
Mariam
Location
London
Date
24/09/2017
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The internet comes and goes. U have to keep calling customer service to get it to work. If your watching a YouTube video or something important it starts loading then it says no internet connection retry. I can't watch one thing peacefully. I'm going to call them again tonight they need to fix their connections and they need to do it fast because there are many more brands out there who give internet connection
Reviewer
Stoyan Stavrev
Location
London
Date
24/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I can I will give them -5 stars. Customer service is horrible! They apply charges for everything! Broadband speed sucks! For 10 pounds I got a new internet from a small provider. Virgin Media is not a proper company to do business with unless all you do on the internet is check the weather.
Reviewer
Ian8
Location
Glasgow
Date
24/09/2017
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have been with this provider for over 20 years. My negative comment is that almost every year, they increase my cost by almost £2. It seems that there is no recognition for customer loyalty.
Reviewer
Francis McGrath
Location
Bath
Date
24/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
On 8 June this year I applied to virgin media for a bundle 100. After four weeks of wondering why there was no activity and making many phone calls I was informed that I needed documentation from the property owner approving my request. This was done and sent to virgin media in July..
I was informed that it would take several weeks to organise so my installation was booked for 22 August.
On the appointed day I waited for the installer. He arrived late and refused to install the cable modem where I requested. I live in a two-storey stone building in the modem was installed in a diagonal corner of the base level. However when he set boxes up he informed me that one of the boxes was not working so he would have to replace it. He also installed a TiVo box which got an error message. He informed me that I should keep turning the TiVo box on and off and eventually it would work. At this point he left.
Imagine my surprise when four days later I was told, on my fifth call, that the error message that I was receiving from the TiVo box meant that the box was broken and would have to be replaced. I was also informed at this stage that because the Wi-Fi box had been replaced I had no Internet because the MAC address could not be changed by people that I could talk to. However it had been referred to someone and it should be done within three days. This took me to Monday, 28 August.
My new TiVo box arrived in the mail. I installed and however it did not work either. Several telephone calls later the IT support people informed me that there was some problem in the system and they would have to book a call to 5 September. That being the earliest call they had available.
On 5 September I waited at home looking forward to having my Internet bundle working. At 7 PM I rang virgin to ask where the installer was. I was informed that the appointment had been cancelled by virgin because they'd been having system issues and they thought that my have fixed my problem. By now I was up to more than 20 hours of phone charges on a mobile call. And somewhat surprisingly virgin media staff were starting to object to my language and frustration.
By now my virgin media farce had been running for three months and I still had no Internet bundle. After several more hours of attempted support on the phone I was informed that a visit by another install would be required to figure out what the problem was. However, it would be September 22 before they could have someone arrive.
At this stage my partner and I decided that the farce had gone on long enough. We would cancel this attempt. However even that was not to be the simple exercise that we expected. Over an hour later we still had people trying to convince us that virgin media was either not incompetent or not malicious. However they finally took our word for it that we were irretrievably opposed to ever having anything to do with virgin media ever again. Interestingly the young lady would not give receive reference number or any other information that would allow us to refer back to the discussion we were having with her. However she did make the comment during this call that virgin media egregious behaviour over the previous three months should not be held against us, and that there should be no charge applied to our account. She even put us on hold for five minutes while she went away and confirmed this.
Imagine my surprise when on 18 September I received a bill from virgin media to services rendered.
So here is my review: if you are so filled with self-loathing that you wish to be messed around and treated as trash for several months virgin media may be a company you wish to be involved with. I personally will go out of my way to inform any person asking any questions of my opinions regarding broadband and media supply in the UK to avoid this group, and I personally will attempt to make sure that I never again have anything to do with this group.
Oh and by the way I am taking the matter of the final bill to the ombudsman.
Reviewer
yvonne gargas
Location
chiswick london
Date
23/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I have been with virgin tv and internet services for the last 18 years, and their service has deteriorated over the last two years, I have had a problem with my internet this month, they sent out a engineer who failed to fix it, engineer 2 changed the boxes without success, engineer 3, ran a cable from my neighbours house to my house without any kind of permission, the cable is lying exposed on top of the garden.I have complained three times, and promised another engineer which didn't arrive, today called customer services again which has taken 1 hour and twenty minutes,(conveniently cut off and passed around from pillar to post) now have been promised another appointment in a weeks time. This company is inefficient now, don't use it, choose a company with good customer services that speak English.
Reviewer
two beat kick
Location
CHICHESTER
Date
23/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
We have fibre virtually to the front door so I thought I'd take advantage of the new service although I already have good stable broadband wit BT which offers the same upload speed of 10Mbps bu Virgin offered a cheaper deal with 100mbps downlaod. I jumped in with both feet and ordered a package subject to survey.
I assumed it would work fine was connected and dd not thik to chck this site but anyhow thankfully I did not get that far.
I decided I anted a different package to that which i had ordered and could not get through to the sales team who had provided me with a drect dial nmber. Left 6 messages. No call returned.
Tried another route and called 'Customer Service" ...
"if the number you are calling from is your Virgin number press 1 if not press 2" Only problem is even option 2 takes you to the next step whch is to ask for your virgin phone number. So round and round you go.
Tried calling Sales who put me throug to somebody ho told me it was my fault as should have ccalled using my mobile number as that as the number they had registered with them. "But I awnt to cllusing my landline as my mobile does not work so well at home".
She then told me it was also my fault as I was not yet a customer so should not be calling Customer Service. "But I have a Virgin account number and I have ordered an installation" I reminded her. She then reminded me I should only call them from my mobile anyway. By now I was frustrated and realised it was not the package I wanted to change but to cancel the instllation altogether.
She did not like my tone, told me I had been 'funny" with her from the outset (it had taken me over an hour to get t speak to somebody I had already explained). I asked her to please put m through to the people who would cancel my order. She was extremely snotty.
Finally get through to the deprtment who asked me why I wantd to cancel. I explained the terrible atitude and service of Customer Service" had put me off.
Reviewer
avivavava
Location
london
Date
23/09/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Made at least 6 calls and each time the customer service manager gives a different price for a same service - it takes a lot of bargaining and their words are very unreliable. The website does not show the link to where i can cancel their direct debit-that page is "oops this page is not working".
Reviewer
Susan
Location
London
Date
22/09/2017
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
I have not had any major problems with virgin and have been with them for years. Speed always good, customer service is very easy to get through to and always helpful. There have been occasions when it has gone off for few hours or even a whole day but nothing to moan about. I don't particularly want to change them but...
I really need a much cheaper one as I find almost £60 a month extortionate. But unsure which one to choose as seeing very bad reviews on the rest of internet providers :(
Reviewer
DECLAN
Location
KELLY
Date
21/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
the worst company i've ever had to deal with. Customer service is non-existant. Staff don't even understand the english language.
Reviewer
Michael
Location
Epsom
Date
21/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use Virgin Media. I have used it for 4 years and it's always been a drag, but recently it's gotten so bad that I have had to change. For up to 3 or 4 days in a row the broadband will go down, and the customer service is horrific - all they do is tell you excuses and give small refunds here and there. But then I contacted Ofcom and realised there were in breach of contract for not supplying what I was paying for and I got out of the contract without having to pay the cancellation fee. Don't let them bully you into staying on if they are in breach, which they are in my case. The speeds never were at what they were supposed to be on site speed tests and almost daily the internet would go down for a few minutes here and there. Totally unreliable and useless service.
Reviewer
Amir
Location
Cambridge
Date
20/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
This package offered as three months trial period and there was a problem setting up our broadband and the rest of the services, I called virgin media on 15 August to enquire about the end date for this 3 months trial period. As I received an email from virgin on 12 July asking for feedback about your services within first month I thought the service has gone live on 12 June, therefore in this conversation I asked whether the service went live on 12 June and this was confirmed by the customer service representative.
I then called on 6 September 2017 and requested for cancellation of this contract and I was told by a customer services representative that I need to speak to a member of national homebuilders’ team to cancel this service. The call was transferred to this department and after being around 20 minutes on the line, an automated message played stating that due to technical issues my call will not be answered today and I will be contacted with this regard. Since I was given 12 September as a final day of our three months trial period, I then contacted virgin on 11 September to clarify that I do not want to proceed with this broadband and I would like it to be cancelled.
I talked to a customer services representative in the evening of 12 September and to my surprise, I was told that this could now be cancelled by a member of customer services department, although I was told that this only can be dealt with by national home builders’ team.
I was then told that our cancellation deadline was 8 September and not 12 September and therefore we are liable to cancellation charges and this service only can be cancelled with a 30 day notice. I requested for our conversation on 15 August to be listened to confirm what I was told, but David the representative refused to do this and stated that I have called late and I am liable for the cancellation charges.
Reviewer
Miron
Location
Stapleford
Date
20/09/2017
Ratings
Satisfaction
2.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
The connection it self sometimes is good mostly rubbish, I supposed to get 100MB but to be honest I think I never had more than 70MB. The worst thing is the customer service, bunch of liars, money suckers unpleasant stupid people.
From the beginning I got lied at the store with my package, then when I tried to sort it out through phone, and later they kept on raising my premium through the year... would never recommend to anybody !
Reviewer
HASSAN
Location
London
Date
19/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Big warning people , do not get virgin broadband , it's been a month and they have not resolved my broadband problem . I have called every day , sent complaint letters , been told by their own technician that they are taking on too many connections and don't have enough cables , so their engineer keep on taking off my cable from their cabinet. I am sick off them , and would you believe that to get rid of them I have to wait for 3 months and 5 technician visits or I get charged for disconnection
Reviewer
Steve M
Location
Rochester
Date
19/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
A catastrophic introduction to Virgin Media broadband. Installation team arrived on the agreed day but apparently cannot connect us to the cable in the road outside. Apologetic, but went away again without making it at all clear what would happen next . Phoned customer services to make the point that, apart from establishing that said cable existed, the sales team had asked me absolutely no questions in relation to the practicalities of the installation. Thus they are unable to fulfil the contract that I have signed, due in my view, to prioritising sales over service. The customer service team informed me that they have booked another installation appointment for 9 days time (without checking first whether this was feasible for me or not). This has left a huge problem as, in good faith, we had cancelled our existing internet provider contract and consequently will be without internet for 5 or 6 days. This is disastrous as our work within the public examination system relies on accessing the internet at home. If I were Virgin I would already be thinking of waiving fees or of financial redress, but no hint of this beyond the well-rehearsed apologies that staff learn at their training sessions. I had to make all these follow up enquiries myself, no-one called/emailed/texte for in excess of 6 hours with any info as to next steps after the initial failure. It's quite clear that lightly regulated competitive telecoms does not provide consumers with good service. Nationalisation could not be any worse, and would almost certainly be better....
Reviewer
DENNY G
Location
London
Date
19/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
agreed with everyone.Three weeks without Broadband.To cap it all no compensation and insisting
problems are structural about cabling.Best advice I have had is with technicians on the ground if you are lucky,and who say most of the problems are in situ,but will Virgin get the technicians out there n the ground.
Reviewer
Anna
Location
Orpington
Date
19/09/2017
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Connection is terrible, cuts out every 20 mins seemingly at random which makes it very difficult to work with. Can't comment on customer service as my housemate has spoken to them but not me. Wouldn't use this provider again though regardless, it's just useless
Reviewer
Daisy Mac
Location
Ilkley, Yorkshire
Date
19/09/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I've had Virgin broadband for six months, has worked well until about two weeks ago, gradually getting stickier. Three days ago it stopped working. Quite hard to get to speak to the right person. First of all they said they'd get an engineer out (in four days!) then that it was an 'area fault' and they were working hard to correct it; finally got an assistant who said that basically there were too many people online and all the channels were full! They were planning for it to be fixed in a week's time! It took five calls to get to that stage, and many minutes spent in a voice jail trying to get through to an actual person each time I called. They were all very apologetic but gave several different stories and I don't know who to believe. Luckily I'm moving house in a few days but I am so disappointed in the lack of real explanation. I used to think that Virgin Fibre was a sort of gold standard - not any more. I am equally disappointed that it has failed so catastrophically and the appalling customer service. Not the people, but the system.
Reviewer
Karolina
Location
Date
18/09/2017
Comments:
Unacceptable customer service-installation delayed for ober a month, no one is contacting to update on what is going on. I have to constantly chase them and everytime I get a promise to be contacted which never happens. My biggest mistake was to join them, do not recommend
Reviewer
Emanuele
Location
crawley
Date
18/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After signed contract, nobody will replay to your question or solve your problem or support you if internet is no working.
Reviewer
GB
Location
Midlands
Date
18/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dismal. Useless. Took 3 vans and 7 people after 10 calls to set up.
rubbish broadband constantly dropping out in a city
oh and when you leave, they forget to transfer your line, forget to liaise with the other service, go on billing for no service.
AND THEN THEY WANT YOU TO POST THEIR ROUTER BACK (after you've left and hope never to hear their name again)
Reviewer
Wesley
Location
Manchester
Date
18/09/2017
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Wanted fast reliable broadband, got exactly that. Little bit more expensive on the broadband but you get what you pay for - so would never go anywhere else now.
Catch up and on demand works well with the new V6 box.
Reviewer
Amina
Location
London
Date
17/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I'm so unpleased with their service and would not recommend. All in all I've had it for less than 2 weeks. It has been down twice. I just woke up to the box again not working and I have to wait till tomorrow to get an engineer! Customer service is decent but it is so frustrating having to hear "sorry" every few days and them not delivering. I'm just wondering why their marketing is so deceptive
Reviewer
steven Hunter
Location
lisburn
Date
17/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
horrendous experience with them. signed to go 12 months.. was told bill would go up after 9 months but just call up to upgrade.. when I did i was told that I was not allowed to and was stuck with a £115pm bill. from March 17 to Oct 17 the broadband was not working usually 3 days out of 7 due to faults. it was Costing me more to call up and complain than what I was getting refunded. I will never go back.
Reviewer
Marvin
Location
Uxbridge
Date
17/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish, I have been with virgin media for years and in the last month they have not provided me with any broadband due to faults there technical team cannot fix, they offer a refund but no compensation and I have the biggest service with them, my advice is do not join virgin media you will regret it
Reviewer
LS
Location
Essex
Date
16/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Just switch from sky to virgin biggest mistake of my life. Poor customer service. When I phoned to check on why my bill was never the agreed amount. I was told there was an error and someone should have been in touch but they can't refund even though the error was their fault. I told the customerservice agent that I would go on every review website and leave a bad review because of my experience. Chloe said that I was welcome to. How rude!! Absolutely no regard for their customers. I will not be using anything with the virgin name.
Reviewer
Cam
Location
London
Date
16/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Total rubbish
Reviewer
Anna Minogianni
Location
Edinburgh scotland
Date
16/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I tried to turn my pay as you go to a contract three times. First time they asked for bank account. Second time they asked for bank card. Third time they said i dont have the credits. And in all these cases i had to sit there for 30-45 min to answer first a LOT of questions. Most of the staff are totally unhelpfull. So, i went to Three and got my contract in 20 min. And the costs are so much better. I m calling abroad and never payed more than 13 Pounds
Reviewer
anthony
Location
rainworth
Date
15/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
im on vivid 200 yet download speed of 10 is less than my upload speed
Reviewer
Sheena
Location
GLASGOW
Date
15/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Changed to virgin 10 days ago. Has only worked for about 5% of the time. Customer service awful. Advised that there are problems and it will not be fixed in next few weeks. So angry!
Reviewer
KR
Location
Hitchin
Date
14/09/2017
Comments:
Fed up does not even come close to how I feel about Virgin Broadband....i must be so stupid for sticking with them for so long.....not now.....had enough....speedtest results for me over the last month average 6.2mbps when I am paying for a 50mbps service...i have had nothing but lies and no calls back!!!....they simply have no duty of care for the customer... brand Virgin is utterly useless and not one that embodies quality, trust and immpecable service...theres my rant...BT here I come!!!!!!!!!!!!!!!!!
Reviewer
Hanna
Location
Earls Court
Date
14/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
I have been trying for the last 2 weeks to purchase a broadband service for my new flat that I just moved in. I have dealt with about 6 people on the phone who on my behalf completed wrong information on the phone and the process cannot be completed due to their fault and internal error. I have never had to deal with so many incompetent people just to buy a simple service. This is a complete joke and I still don'have a broadband. They even advised me to go to a different provider as they cannot fix their internal problem.
Reviewer
Martin
Location
Reading
Date
14/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Avoid Virgin Media at all costs. Their service is appalling and do not value their customers. As usual my bill has gone up with no warning or notification. When I contacted them I was told I was on a 12 month special discount? I knew nothing of this. Fed up with them keep telling me I'm getting free upgrades and then two days later my charges are increased. For this latest bill increase no free upgrade so they've abandoned that process and now just increasing my bill cause they feel like it. Never recommend these to anyone
Reviewer
bogdan
Location
wembley
Date
14/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I'm paying for the most expensive internet connection in UK and have :
1.miserable ping/latency , slow response time of around 80ms .
2.average speed of 50Mbs* .
*they (i.e. Virgin) say it's "up to" 300
Reviewer
Aicha
Location
Slough
Date
13/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Since last July I have zero connection. They promised so many times to fix it but nothing done. Its funny that they take take money from my account every month .
I don't know what to do with them whether to STOP the direct debit or to wait but for how long this would continue .
I would not recommend virgin for anyone.
Reviewer
George
Location
Reigate surrey
Date
13/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I did call to cancel my contract and they didn't want to do it. They forced me to stay another month with they. Very unprofessional staff. They did hang up the phone on me
Do not use them!!!!! They are really bad
Reviewer
Sofoklis
Location
guildford
Date
13/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Very disappointed with the company do not recommend at all they seem to charge what the like
Reviewer
Mark
Location
Watford
Date
13/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not Fit For Purpose !
Virgin media is without a doubt the worst ISP I have come across since the dial up days. They are in short breaching regulations daily with knowingly selling faulty services to customers which is ongoing at the moment. If your considering their service ask about the known fault affecting all static IP customers and ask when it will be resolved. The answer undoubtedly is they do not know which I have been quoted for over 40 days.
Here are the other items which are deceiving in their contracts and sales pitch.
1. Its 24 working hours SLA not 24 hours even if you are a 24/7 company from the point of the fault…. This is actually 3 days of potential complete service loss as quoted from helpdesk engineer on 13/09/2017
2. They are presently selling business service at 300Mb when they are universally aware of an ongoing issue with providing static IPs resulting in a 90% degrade in service. They will be quite happy to offer you 50% off your bill if you raise this with htem for a 90% loss of service though. Clearly, they are as bad at mathematics as they are at providing an internet service.
3. If you are fortunate enough to be online then in short you will be lucky to see 20% of the speed which they quote you on the sales pitch. With that in mind why not ask them when you call what guarantee of service speed they have. The answer to this is none so in effect you can be paying for 300 and getting 10 and won’t be able to get out of the contract.
4. Their Ts and Cs avoid any liability beyond the cost of the package so indemnity and loss of earnings is not covered. They are in fact directly waived in the contract which any company worth its weight would not have to put in a contract in the first place.
4. If you are fortunate enough to get through to the helpdesk (be prepared for upwards of 25 mins on hold) you will be even more fortunate to not be disconnected when trying to raise a fault or complaint. I was disconnected for 2 solid hours each time I tried to reach complaints repartment to have my issue resolved.
In short, their service is shambolic, we have been hard down 3 times in the first month. Their staff are inept at dealing with even the most basic of issues and their contact is basically to tie you in as they are as per above openly aware they have massive network issues. Really this is actually beyond the requirement for the regulator, knowingly selling faulty goods or services is actually fraud in my opinion.
Reviewer
Elaine Mills
Location
Manchester
Date
12/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Tried to cancel my broadband package within my 14 day cooling off period to no avail have been passed around various departments. Was told someone would ring me back. The last phone call I made tonight lasted 1 hour 12 minutes and was then cut off. There is always tomorrow 4th time lucky.
Reviewer
Barrie O'Hara
Location
Cheswick green
Date
12/09/2017
Ratings
Satisfaction
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Absolutely disgusted.been mislead and lied from start to Finnish. Been charged for services haven't got anymore and when complained was first told to ignore the bill and would receive a new one. Found out they had charged me anyway.when rang again and was told that Thier notes say I was ok with the bill. When ask to speak to a manager was told to hold the line but they hung up. Rang back same story asked to speak to a manger told to hold the line then hung up again, don't use them.
Reviewer
0starsforvirgin
Location
Leicester
Date
12/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
If you want to spend half your life on the phone to customer services dealing with incorrect additional charges and unacceptably slow refunds choose virgin media for your wifi provider.
Reviewer
disappontedvirgincustomer
Location
London
Date
12/09/2017
Comments:
Appalling! Our broadband has never been fast or reliable however over the past few months it has been particularly troublesome and often doesn't work for hours or even days at a time.
Virgin continue to take our money for an abysmal service and refuse to refund for loss of the internet we have paid for. Customer service has sometimes even been rude, with the agent acting as if it were a favour to send out an engineer. He made me promise several times that I would be in, only to fail to set up the appointment.
Several engineer visits later and with many calls to Virgin - STILL RUBBISH INTERNET in return for the money we pay every month.
Reviewer
Joe
Location
St Albans
Date
11/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
When it worked - it worked well. When it didn't work - well, it didn't work.
Constant blips and downtime became irritating, and after no improvement following their technical guide, I upgraded the speed from 50>100mb. This achieved nothing.
After this I cancelled the contract, or so I thought. As I had upgraded the line, I was on a new 12 month contract! I handed in my cooling off notice one day late (apparently, I am convinced I did it the day before). Citing that I never actually recieved a speed increase, and THEY were in breach of contract, I declined to pay the £250 cancellation charge.
I called 3 times and was promised call backs from managers. Each time they did not do so. The only thing they are EXCELLENT at is sending you bills. After leaving the ball in their court to call me back for the third time, they didnt bother and instead sent me a summons which will probably be on my credit rating for the next 5 years.
In the end I settled half the bill (still an insult) and wasted maybe 10+ hours on technical helplines before and after for a service I didn't receive.
IN SHORT - Avoid like the plague. Go with literally anyone else. The customer service is the worst I have ever recieved for anything.
Reviewer
Caroline
Location
Southampton
Date
11/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Utterly atrocious customer service, great connection. I felt like i had been lied through the teeth about basic set up e.g. installation date. Kept getting palmed off by people. It lasted weeks and got promised call backs from the complaints team that just doesn't happen. Once set up, the service works really well, I just hope I never need to contact their service team again - would be easier and less painful to switch!
Reviewer
Mohammed Malik
Location
Coventry
Date
11/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I'm extremely disappointed with virgin media. You guys pressure sold me two contract which is fine but at least supply me with the product. Twice you cancelled the installation on one of the address. Every time you cancel, it cost me money because I have to travel to the installation address from London and the train ticket I bought is not used. Shockingly you don't even have a complaints department that I can complain to. They told me to write a LETTER to them, 2017 people. If I can only go back I would've never ever signed up. Very very disappointed
Reviewer
Mick
Location
New Brighton
Date
10/09/2017
Ratings
Customer Service
2.00 stars
Speed
5.00 stars
Comments:
Useless customer interface at TravelLodge. What chance of decent service if they can't provide a sensible interface for a multimillion contract? Wouldn't touch with a bargepole
Reviewer
Anita
Location
Date
10/09/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Ive been with vigin media around a year and am in a 18 months contract. Our internet had been going off for some time over about six months but gradually got worse and became very unreliable especially when streaming. My partner had to keep unscrewing a lead from the back to reboot but it was a temporary fix. He had contacted virgin media through forums and over the phone and hadnt got anywhere. We then had an engineer come out and give us a brand new rooter and said the engineer who had previously installed had stapled through our wire and he couldnt understand how we had any internet atall. We rang virgin media who only refunded us £7 due to not having our complaint phone calls on their system. I asked to speak to a manager and they said the manager would ring me back in around 20 minutes after already being on hold for 45 minutes explaining the story to 2 different people... this was a fortnight ago and still no call. I will not be renewing my contract!
Reviewer
Dee Dee
Location
Glasgow
Date
10/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolutely ridiculous experience with this lot. When I initially bought the package they told me that everything was set up and good to go. 3 hours later and nothing was working. So I phoned up their customer service team and then proceeded to spend 90 minutes on the phone to them, during which time I was passed to 5 separate departments (only 2 of which possessed even the flimsiest grasp of the English language) before we finally spoke to someone who managed to get us started. It transpired that someone had forgot to activate something on their end. Still, we got the problem sorted and, whilst it was a horrible introduction to the company, mistakes happen.
Things were ok for a day or two after that, but then problems starting appearing again. Whole stretches of hours when there was no internet connection in the entire house and the router needs to be reset about every 15 picoseconds to establish even 5 minutes of decent connection to the internet. I'd call up to have this investigated, but I honestly can't bring myself to speak to their customer service again after the horrific experience I had last time.
Avoid Virgin Media like the plague. They're unequivocally the worst company in terms of service and quality that I've ever had the displeasure of experiencing.
Reviewer
Attila
Location
Stoke on trent
Date
09/09/2017
Ratings
Satisfaction
3.00 stars
Speed
5.00 stars
Comments:
Generally there are no problems with the broadband but once something goes wrong it takes days to get fixed....at 11:30 at night the internet just got disconnected and after contacting the customer service all they said is that it will be fixed next day by 4 pm. They never said what the problem was. At 8pm i tried to contact them and the automated service told me it will be fixed next day at 12 :30 but somehow i highly doubt that. Terrible customer service they cant be bothered to send an email telling us why or what they are doing to fix the issue, i have to keep chaing them. Even though the distruptions dont happen often once they do it take days to fix it, i had similar problem with the same provider before as well so i can say from personal experience that its not that uncommon
Reviewer
Ellie
Location
Kent
Date
09/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I recently moved house and was contacted by virgin media because they said they could get me a fantastic deal. I wish I had done my research first!!!
Shortly after agreeing to the contract I paid a £25 deposit. I then got an installation date, however on that date an engineer never came.
I called virgin media and spoke to 5 different people to be told that they needed approval from my landlord. WHICH I HAD GIVEN THEM.
I get my landlord to speak to then directly and then they won't speak to him due to confidential reasons. Which made no sense.
After a 3 way call between me, virgin media and my landlord. They finally agreed.
Then a week later I received another call saying they wouldn't be able to install at my property due to electrical complications that the previous tenant had with virgin.
WHY DIDN'T THEY TELL ME THAT 4 WEEKS AGO.
So I had to cancel everything. I'm currently still fighting to get my deposit back and it's been 2 months.
Virgin are a joke and I'd never recommend them to anyone. I'll be telling people to steer clear!
Reviewer
Yngve Ralph
Location
London
Date
08/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have never been so angry with any service provider och consumer company of any kind as with Virgin Media. I became a customer of theirs on June 12, 2017 and as of today they have still not given me a date for the installation of internet and TV. They've cancelled on me three times when we had set up appointments and I had arranged to stay home from work. Every time I call their customer service I get passed around between different departments and I spend 1 hour each time I want to ask about when they will do the installation. This is the WORST Consumer company out there. Avoid at all cost if you can. I can't.
Reviewer
Very very slow
Location
Rochdale
Date
07/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hi, this company just have a name, i m paying £35 per month for 150mgb , I check my seed every day it's just 20mgb to 40mgb never seen more than that, I ring 10 time to virgin media from last two month, every time I ring I have to spend more than 1 hours for setup still get nothing, finally I decide to leave virgin media,poor customer service, waste your time, bye
Reviewer
Mark
Location
30
Date
06/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
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.
Reviewer
Joyce Skene
Location
Penkridge
Date
06/09/2017
Comments:
I am utterly disgusted with Virgin Media and their staff and attitude to customers leaving the service. Having recently moved home, it was necessary for me to cancel my contract with Virgin. This after being a loyal continuous customer for over 15 years. Unfortunately I have moved to a new build property and Virgin cannot provide a service at my new address as they have no cables here. They have however sent me a bill expecting me to pay £75.00 termination fee for cancelling the remaining 3 months of the said contract. When I called them today to dispute this, I was met with rude stsff who kept me waiting over 10 minutes to speak to a manager. When said manager came on the line she was equally rude and continuously talked over me when I challenged her statement which was and I quote "You are required to stay in the same property for the full duration of your contract. She could not justify this statement when I challenged that had I been moving to a property where they could provide a service that statement would not apply. In my view it is Virgin that are in breach of this contract because they are unable to provide a service. I have asked that they waive these charges but they have refused. The so called manager had no people skills, had certainly not had any training in conflict resolution and was down right rude. The call was apparently recorded and I would suggest that any senior management reading this should listen to it. I am quite happy for this to go to court where I would like Virgin to explain how I am responsible and to justify being told that you can't move house as long as you have a contract with them. I was disappointed that I couldn't take my Virgin package with me, but after this experience I doubt I will ever use Virgin for anything again. Very poor treatment of loyal customers.
Reviewer
Joyce Skene
Location
Penkridge
Date
06/09/2017
Comments:
I am utterly disgusted with Virgin Media and their staff and attitude to customers leaving the service. Having recently moved home, it was necessary for me to cancel my contract with Virgin. This after being a loyal continuous customer for over 15 years. Unfortunately I have moved to a new build property and Virgin cannot provide a service at my new address as they have no cables here. They have however sent me a bill expecting me to pay £75.00 termination fee for cancelling the remaining 3 months of the said contract. When I called them today to dispute this, I was met with rude stsff who kept me waiting over 10 minutes to speak to a manager. When said manager came on the line she was equally rude and continuously talked over me when I challenged her statement which was and I quote "You are required to stay in the same property for the full duration of your contract. She could not justify this statement when I challenged that had I been moving to a property where they could provide a service that statement would not apply. In my view it is Virgin that are in breach of this contract because they are unable to provide a service. I have asked that they waive these charges but they have refused. The so called manager had no people skills, had certainly not had any training in conflict resolution and was down right rude. The call was apparently recorded and I would suggest that any senior management reading this should listen to it. I am quite happy for this to go to court where I would like Virgin to explain how I am responsible and to justify being told that you can't move house as long as you have a contract with them. I was disappointed that I couldn't take my Virgin package with me, but after this experience I doubt I will ever use Virgin for anything again. Very poor treatment of loyal customers.
Reviewer
Steve
Location
London
Date
04/09/2017
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
This internet provision is painful. Too many times it is down and especially at weekends. I wouldn't recommend them at all
Reviewer
Thomas
Location
Leicester
Date
04/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful start area 30 told an engineer is trying to fix the network here but in the end its absolute crap. Told it would be fixed by 4. then told it would be fixed by 10. Nothing has come of it. Now being booked with an engineer on a Wednesday, for no real reason at all. The issue is with the local network router covering all the houses in the area. I'm a student who's just got his package and cant set up his bloody package because of this.
Reviewer
Graham Hill
Location
Leicestershire
Date
04/09/2017
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Broadband keeps dropping out on an almost daily basis. I work from home and it's very frustrating. Thinking of going back to Sky
Reviewer
Andy
Location
South Yorkshire
Date
04/09/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Installed on 29/8/2017 very happy with all the services 300 mb broadband in the VIP package, no problems great speed and all communication has been fine
Reviewer
Chris W
Location
Nottingham
Date
03/09/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Personal experience has been excellent. They have offered me a very competitive continuation package (following the 12minth introductory) and rectified a complaint I had over the bill transition period.
Reviewer
Seema Kamboj
Location
London W13 9JY
Date
02/09/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Very bad speed. Unable to watch YouTube on TV.
Reviewer
Mark
Location
Warlingham
Date
02/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Intermittent loss of TV and broadband, complained 4mths ago, found out today will take months to fix utilities. Don't want you to know in case you ask for a refund. Unbelievably poor customer service.
Reviewer
Simmo
Location
Warrington
Date
01/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I am paying for 100mbs but from my speed check results I am rarely getting over 30mbs.
More annoyingly We watch a lot of catch-up TV and the the signal is constantly dropping causing interruption to the programme being watched. Virgin have tweaked the system but not really made a difference. I have had to buy and adsl cable to connect the router hard wired to the modem to get a signal on the TVs. Very inconvenient.
Reviewer
Kalem
Location
Leeds
Date
01/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Went to sign up online, and did the old trick of filling in my contact details before closing the tab (companies tend to then contact you with some kind of incentive to get your custom.) As expected, i got a call within an hour from one of their customer service agents offering me the same contract i was looking at, but with £100 account credit. I said yes, signed up, and this credit is nowhere to be seen. After contacting them, they say they have no record that i was offered this, and that theres nothing they can do! If they make you any offers, make sure you get it in writing! Speeds and reliability are great though. Supposed to get 100mbps, and its consistently around 110mbps.
Reviewer
JW
Location
Bracknell
Date
31/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Internet has kept "dropping" roughly between mid day & 20:00-21-00. Called customer service who go through the usual motions, i.e checking modem, line etc... engineer visited changed router & checked connection. Apparently all working well. 2 hours later no internet so back onto customer service. Then told it would be a week before an engineer could visit to investigate. Although it's a call centre abroad they just read from a script, patronise you by saying they fully understand & are totally unable to own the problem! Scheduled for another on Monday morning but will not hold my breath! Virgin's unreliability is not only costing me money due to working from home but still continue to take my money without providing the service I am supposedly paying for. Can anyone recommend an ISP that will & can do just that? Provide me with a service & customer support that is proactive when things go wrong? I appreciate the joys & frustrations of technology but Virgin are falling far short in my opinion.
Reviewer
Ken Relf
Location
West Midlands
Date
31/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Do not sign a contract with Virgin Media
I do not have too much of a problem with their services (apart from the fact that when living in Leeds the 100Mbps broadband would drop to 6Mbps). We have been with Virgin Media for 15 years, however when we moved to a new area we were forced to sign a new contract. On moving again (a few miles down the road) it turned out that Virgin Media had neglected to lay cables on the new estate. Despite them failing to provide internet access they have refused to wave the £200 fee for termination of contract. At no point did we want to break the contract but they cannot provide us with internet in our new area. The 15 years of custom did not mean a thing and they are demanding the money, which we refuse to pay.
Do not sign a contract with Virgin Media as they have no scruples as a company. There is a lot in the press about the rip off broadband providers. They have been miss-selling their product for years.
Reviewer
wayne
Location
swansea
Date
31/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
rude unhelpful staff, after being with them over 5 years costing me approx £6k . on leaving them and owing just £40 which i paid 2 weeks late because i was out of the country they bad on my credit file - repossession critically in arrears which is still on there 2 years later ........ i have phoned them and still no joy , totally ripped my credit score apart ... avoid these if you value your credit score .......
Reviewer
Catrin
Location
London
Date
30/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give this service 0 stars I would - absolutely TERRIBLE internet. Both myself and my partner work from home currently and have to constantly walk to and from Starbucks because the internet keeps going down. We have raised a complaint to them so many times I can't count yet they keep giving excuses i.e. "we are waiting for a review date"... this so called "review date" has been promised for over a year now but has never come. They clearly do not care about their customers and don't care that we have to pay for such a useless so-called service. Don't waste your time going with Virgin if you want good internet - you'll regret it!
Reviewer
J
Location
Scotland
Date
29/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly appalling customer service.
Had intermittent broadband for roughly a week when we decided to first contact them (had thought they were maybe doing repairs or such), only to have to contact them another 3 times that day (each time being advised different things, until the last person told us the problem would be resolved by the following evening)
The issue still wasn't resolved the following evening and after explaining again on the 4th call, we were advised that our bill would reflect the fact that we had been without consistent broadband and that the issue was now resolved.
fast forward 5 more weeks of intermittent broadband service and complaints being palmed off - we really are at our wits end, no bill has reflected that we have had working internet for only half that time and now, because we want to cancel due to intermittent internet - we are now being charged an early cancellation fee - and the gentleman that i'm on the phone with at this moment is telling me that no complaints have been escalated, and apparently the last time we called - the advisor said they had resolved our issues.
This company is an ABSOLUTE JOKE. DO NOT USE THEM.
Reviewer
stuart devereux
Location
Liss
Date
26/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Be seriously warned before you sign up with Virgin. The contract arrives after the install and just about the time you get you first bill - at this time you discover there are some significant 'activation' fees as well as the fact that they charge you double for the first month. Expecting a 55 pounds per month bill my first bill arrived for 197 pounds.
If you then add to the quality of the install and the multiple holes and damaged brickwork as well as the fact that the advertised broadband speed of 100mps is woefully overstated - more than 20 broadband speedchecks have realised a maximum of 35mps and often between 10 and 20 mps.
Seriously disappointed with the Virgin experience - so emailed my termination within the 14 day window to their contracts team - only to be subsequently told they do not acknowledge e-mail communication and that I would be liable for a 240 termination fee - plus first months bill - so 430 pounds to escape from this shower.
Disgusted
Reviewer
Mario fantini
Location
Bristol business
Date
26/08/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Kept turning up unannounced, messy job outside leaving cement all up the wall and metal channel looks as if it was cut wit a Stanley knife! Extra charge for caller Id ,though discounted for a year, not the standard price. No visible contract to check costs before work .
Reviewer
Austin
Location
Manchester
Date
25/08/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Awful customer service.. missled me into purchasing a media package so basically add £80 to an equivalent of free view that's already built in the tv! And the box is very slow
Customer service very rude multiple contacts
Will not cancel media package
Charged extra £35 this month asked for a reason but the Indian guy on the phone just kept speaking over me trying to sell me more! Cancelling on the due date and changing provider.. never again
Reviewer
Jodie Townsend
Location
sheffield
Date
25/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish service, even worse customer service. watch them too as they like to rob you where you can. Always passing you around and you can never deal with just one person so nothing ever gets solved. or one person sorts and promises one thing then another takes it away! absolute bobbah
Reviewer
Bobby
Location
Woodley
Date
24/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst of the worst,keeps going off for 60 minutes time then suddenly i gets on...for 5 minutes then i goes on and off for another 40 minutes
Reviewer
Andy Harley
Location
Gloucester
Date
24/08/2017
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with the local cable company (orignally United Artists Cable) since they dug up my street in 1995 to lay the fiber optic cable. I currenyly pay an average of about £45 a month for telephone, 70mb/s broadband and TV.
Whenever I check the download speed (usually a couple of times a week), I get a reading f between 58 and 62 mb/s. So as far as I am cncerned, I am getting what it says on the tin!
Reliability is first class - just the occasional outage for a short time abut nce a year.
The only fault with the service is their 'customer service' lcated in a call centre somewhere in Asia - hard to understand what I am am being told, and often the 'agent fails to grasp exactly what I am saying!
Overall, I'm a happy bunny
Reviewer
Roy
Location
Herts
Date
24/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
TV, broadband and phone are average at best.
Customer service is abysmal - they are only interested in taking your money and couldn't care less about treating customers fairly.
Reviewer
Kal
Location
Hitchin
Date
23/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I simply want to say just crap but realise that is not helpful and just emotive. So i will simply say shit!!
Reviewer
Neringa
Location
Leicester
Date
23/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I thought it will be useful for everyone who is about to get virgin media to know this.
First of all it's essential to know that I'm not a person to get angry quickly, however the customer service I have received from virgin media, IS very frustrating! I've been patiently waiting for broadband installation since the 27th July, and since then have been given multiple installation dates and still no engineer showed up without giving a notice. I've used up all my credit to get in touch every time they don't show up. It came to a point where I'll start considering other providers.
Reviewer
bob
Location
harlow
Date
23/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
internet is crap got the fastest internet and always coming off and on all day to virgin its updating [but every effing day rubbish don't recommend and then the price non stop going up good luck if you thinking of virgin]
Reviewer
Rameshchandra
Location
Leicester
Date
23/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Service is good but they increase the price when they want to do it.they didnot give me £50 credit as they said I will get credit in my account.please be sure before you sign the contract.
Reviewer
Mrs Tracy hickey
Location
Ipswich
Date
23/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Just trying to cancel my contract which is taking endless correspondence. After 12 months of a clunky TiVo box and unreliable service I can't wait to get rid of virgin media.
Reviewer
Iain
Location
Leeds
Date
23/08/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Virgin Media TV & home phone are adequate facilities but broadband is poor. Their support and customer service provision is non-existent. Their online chat agents are always busy and when I required an urgent response regarding a potential scam message purporting to come from VM (I had apparently won an i-phone)they ignored me so I will be moving to a provider with a decent reputation for good customer service.
Reviewer
Prinal Somaiya
Location
Portsmouth
Date
22/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Called in enquiringly about a bill on my account. Was transferred over to 4-5 different departments over the phone, spent over an hour over the phone and received awful service. I was in a 9 month student contract, specifically explained to the person whom signed me up that I will only want broadband for the 9 month period. I explained I would not need the broadband for longer as I will be moving out of the address I'd be living in. I had to pay for the 10th month because I apparently needed to let the company know 30 days prior to when I want to cancel, even though I told them 9 months in advance! I had to pay for the 10th month and an additional £10. Poor service over the phone as I had to explain the situation 5 times and went through security questions too many times.. a conversation that should take up to 10 minutes took an hour. I work for Virgin Active customer services and I am appalled by Virgin Media customer service.
Reviewer
Gioxx
Location
Brighton
Date
22/08/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Since I moved to the UK, I always had Virgin (broadband only). Always decent service, but speed was good.
In the last 12 months, I received a bill increase, the speed stayed the same (if not dropped a bit, despite an upgrade to 150 Mbps declared) and their customer service is definitely horrible).
Bounced 3-4 times, answering the same questions and nobody able to find solutions to problems. It is time to find another provider....
Reviewer
Christopher
Location
Edinburgh
Date
22/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband and mobile service I've ever used and the customer service is so bad I almost start to believe I have dementia because I never get anywhere and end up having to call five different numbers before they tell me they can't do a damn thing!
Reviewer
Alex
Location
Stockwell
Date
21/08/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The speed of the service in the location is awesome, however, the line is highly unreliable (occasionally the line was offline for a day or two) and the latency is horrid making gaming almost impossible and working from home risky.
The customer service can't really help you with line problems because they are not relevant.
Reviewer
ian stewart
Location
bromley kent
Date
20/08/2017
Comments:
Don,t touch them with a barge pole,had an a/c set up at my address in my sons name [same as mine]it was set up by my ex partner so I don,t know the password,i carried the a/c on after she left and was cut off after about 6 months after I had paid the bill,i was reconnected and told that cheques take 3 weeks to clear,i cancelled the a/c but they continued to bill me,i wrote 3 times recorded delivery and retained copies,i was billed for over £160 which I refused to pay and they put it in the hands of a debt recovery agent,i told virgin and debt collectors to take me to court [as they kept threatening to ] and I would counter claim,i have visited their shop in bromley on 3 occasions and spent hours on the phone to them to no avail,i say again don,t touch them with a barge pole
Reviewer
Renata
Location
London
Date
19/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
More than 50 minutes on the line, trying to cancel the poor service.
Internet connection unstable since day 1.
Every week the same problem, connection lost for 3, 4 or more hours. Regretting a lot. 32 pounds every month in the bin!
Unfair contract! No way to cancel this service!
Reviewer
John Rogers
Location
Maidstone
Date
18/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media contactor installing fibre cable outside my property cut the BT line to my house, they have done nothing to repair the phone line, so i have been without phone or internet for the past two weeks. IF THIS IS A SALES PLOY FOR VIRGIN FIBRE OPTIC IT WONT WORK.
Reviewer
Nigel Of Kent
Location
Eltham
Date
18/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Seduced by their advertising, I signed up for their 200 MBPS service only to find that it barely got into double figures (and didn't work at all regularly). Many engineers visited to no avail, some of whom admitted that VM could not deliver on their advertising offers in my area. Fortunately, I managed to extricate myself from the contract on which VM hadn't delivered and I'm now with an Openreach provider who promised 52 MBPS and deliver it consistently.
Reviewer
Kenza
Location
Croydon
Date
17/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs. Moved in my new house 2 months now and still no internet upstairs - I live in a bog standard semi. I have had to wait for countless engineers to sort out this problem after a number of phone calls. The customer service is beyond poor. They get you tied in a contract then you are passed around from department to department. Disgusting and unacceptable.
Reviewer
Alex
Location
London
Date
17/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Never trust their customer advisors.
Reviewer
Megan
Location
Swindon
Date
17/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Such poor service!! I went 4 weeks with no internet connection when first installing it. It taken me to use all of my credit, 4 days waiting in for engineers to do the same job and tell me the same thing, £20 installation fee and still had to pay for that month of £30! For them to say it was the IP address not working which they could fix in 2 days at their offices. The customer service was rude and nor helpful. All they refunded me on the next bill was 5 quid. Appauling.
Reviewer
Jodie
Location
Southend, Essex
Date
16/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have been with virgin for a good few years now. I have finally scraped the money together to leave them! Phone call after phone call to customer service, noone wanted to help me so they kept passing me onto different representatives. My contract was renewed TWICE without my know how. Internet is very poor here not even able to watch short videos or do any basic browsing. I have had over 5 engineers out in the past 3 months alone, not to mention previous years. Considering I am paying £50+ a month I expect the service I am paying for which I am not yet Im still unable to leave the contract without paying the early leaving fee!
Reviewer
isabel landim
Location
Kirkstall, leeds
Date
16/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never ever trust THIS COMPANY.All months your bill will be thrown to you and you will call all month to get the amount correct and they didn't can corrected. I pay for 200gb speed and I always have 64bg speed. TOtal SHAM BIG DISGRACE.
I would not recommend it to anyone
Reviewer
Graham J
Location
Telford
Date
14/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Anyone else had to go a month without broadband? I moved house and transferred my account. Sadly the cable didn't work and visit after visit was unsuccessful in fixing it. The 4th visit is now scheduled so fingers crossed. Nothing like taking time off work, long frustrating phones calls, and no internet for 4 weeks to bring it home the Customer comes second. They are doing the best they can is what they tell me. Hope you read this before you get tied in to a contract.
Reviewer
Mrs Vicki Woodward
Location
Beechdale, Nottingham
Date
14/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
been having problems with my broadband speed for almost 2 months everytime i ring virgin media they say it will be sorted by next week but it never is i'm paying for 300mbps and only gettin 21.7mbps (tested this afternoon at 2.40pm)
Reviewer
Ryan
Location
Sutton Greater London
Date
13/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Broadband largely works and is of a good speed. The Wifi router provided has an average distribution but doesn't fully cover a 2 bed flat. customer service is awful - The Tivo Media 2 box is awful. Pulling 30mb down but can't run netflix or any OTT TV service apps or internet based players. also painful GUI feels dated and full on Virgin advertising. Customer service shocking still paying £19.99 for a phone line that doesn't work or exist - How do I get broad band you ask? I don't know - neither does their engineers it is a mystery.
Reviewer
Spreaders
Location
Hampshire UK
Date
13/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I Contacted Virgin as my internet was down yet again. They then told me there was a Fault at my address and booked an engineers Visit.
So i booked the day off for them.
Today i get a message to say the fault is fixed and the Engineer has been cancelled.
I Phoned them about compensation as i loose £80 for the day i booked of, Or at least get the Engineer to still visit and check things at my address.
I was told as the Fault was found there would be no engineer Visit as it was to much of a cost to Virgin and no Compensation would be awarded to me.
This is the 8th time they Cancelled the engineer in the last 12 Months.
That's £80 x 8 + £640 and still it cost them to much to sent the Damn Engineer out.
My Advise is avoid Virgin Fiber Broardband at all Costs.
They Really Don't Care about there Customers.
Reviewer
Tamas Peto
Location
Clayton brook
Date
12/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Having 0,5 mb/sec speed and pay for 40mb/sec if I ring Virgin Media customer service they always our internet speed is ok.We had shared line with my next door neighbour for 2,5 years so we both had poor internet speed but Virgin charged us for a for a full price. now have got own line but the internet speed is still around 1 mb/sec! Virgin media service is absolutely CRAP !!!!
Reviewer
Eddie
Location
Heathrow
Date
12/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
signed up for VM ON 26 July 2017 with a good 12 month deal that i was quite happy with. 11 days later I get a letter saying the price was going up by £2.99. I called customer service to see what was going on, their reply was 'its unfortunate we had to put the price up so early on in your contract but thats the way it goes sometimes'
Do I need to tell you I went potty. VM gave me the option of cancelling my contract, which I took them up on. They couldn't care less whether or not I stayed.
On the plus side I have to admit the speed and reliability was very good but their attitude stinks
Reviewer
Rebecca
Location
Birmingham
Date
12/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I am disgusted in this so called service. Never get anyone English on the phone, always on hold for god knows how long and the problems never get resolved.
I have not signed a contract with this company and I want to cancel as I'm moving back to my mom's who already has virgin so there's no point having it there. They told me I cannot cancel even though I haven't signed a contract. They then said I'd have to pay a cancellation fee of £240 if I want to cancel completely. A one off payment of £20 to move the account to myour mom's and if I want the phone line didisconnected as my mom has a phone line it will be a one off fee of £62!!!!! And to top it all off my mom got a letter on behalf of my account saying when I move there my bill cost will be increased!!!! Wtf is wrong with you people? I have no money as I recently lost my job hence why I wish to cancel. So in a sense I'm going back to my mom's to pay for the phone line, Internet and TV box for what? The only thing I can use there is the TV box as it's the only thing my mom doesn't have. She already has Internet and a phone line. So they're being paid twice by the same house hold. Scamming bastards. Don't give a crap about your circumstances or the fact you haven't signed a effing contract. If rather burn my money and get black listed than pay this pathetic excuse of a company. I'm overly stressed with the outcome. I've had no sympathy and no one on the phones has attempted to help me, they were only interested in getting my money (which I don't have)! AVOID AT ALL COSTS! DO NOT PUT YOURSELF THROUGH THE STRESS OF THIS GARBAGE BAG OF A COMPANY!!!!!!! THEIVES!!!!!!
Reviewer
Paul K
Location
N London
Date
11/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Service beyond diabolical. Sadly Virgin rides on its reputation of providing the fastest speeds. That sadly is the case but the service behind it is truly awful. Poorly trained staff who basically lie to get you off the phone. If it were an animal it would have been put down by now.
Reviewer
oliver
Location
Skewen
Date
11/08/2017
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The speed kept dropping in and out..... For months! Complained on numerous occasion with poor limited reasons behind the drop. Much better deals out there for the current cost we are paying. Looking forward to canceling the contract. My advice would be to check competitors packages before proceeding with Virgin.
Reviewer
Andy Parsons
Location
Leamington Spa
Date
11/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
If you are a student, please be aware that they keep charging your account even after your contract runs out and then they charge an additional months charge when you cancel.
Reviewer
Theoptimist
Location
SE London
Date
10/08/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
first of all -the positive- when it works, it's very good value. However, When it doesn't, you learn what a cowboy operation VM is.
Our installation took three attempts. And even then not done to our satisfaction. It was simple - come to the house, connect us with a new cable from street to house and clearly hide it under the garden.. engineers really took the mickey -many excuses..not knowing they needed cable, not knowing they needed to dig! Final time I called customer service in advance and said if not executed properly we'd cancel. Message got through. Engineer acknowledged he was there to dig (had a shovel and all)... but the sly git just dug at front of garden then ran the cable hidden through a hedge to the side of house. Cowboys!
That for me was all I needed to know about VM. Said to self rather than keep calling, we'd sit out contract then jump ship. Was on a good deal so no probs sitting out.
So for last 18 months....Tv service (TiVo) really slow. And we are in an 'over-utilised' (AKA they've taken on more customers than bandwidth can manage) area. Our whopping 200mb connection hits the dizzy heights of about 150 at around 4am and languishes at about 5-20 pretty much whenever we actually need to use it in evenings and weekends. Some Other customers fare much worse than this. Virgin simply fob people in areas such as this off for months, sometimes years. Anything else this mis-sold would be earning me compensation by now...
So, PLEASE check virgin forums to see if your area is overutilised-virgin will not tell you...
In summary -we're ready to jump ship now, and if it helps to put things in perspective, we will be moving to an openreach provider giving 22meg. (Only around 10% of what virgin offer for same price) Because we know that if we don't get that we can cancel. With virgin, you're trapped and they know it.
Having worked in customer services /marketing would say Virgin is all words, no action. I'd guess their engineers are just targeted on number of visits, not actually fixing things and that customer service are there to take calls, not do what customers want. So classic activity over customer outcome.
Companies like that only really take notice when they stop making so much money. I look forward to facilitating that process.
Reviewer
Kat
Location
Crawley
Date
10/08/2017
Comments:
Absolutely appaling!If you want to be kept on the the phone for a week that is your deal,but do not accept any improvement as people who work for them use automated service and all the employess use lines provided by the company.I had no service in the past and recent incident made me cancel the no providing service anyway.a week without internet and ingineer booked with no apperance..when you contact them it is like talking to a wall!!!
Reviewer
Valerie
Location
Luton
Date
10/08/2017
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Braodband speed has been 70mb as advertised. My concern is that when I orginally signed up they told me I had to have a phone line as the broadband required it. At no point did they tell me the phone line (which I never use) was unnecessary. I've had it for 5 years. I've just cancelled the £42 a month I've been using: £19.99 for phone and £23 for broadband. If you pay the bill late you get charged £10, you have no service, they ruin your credit rating for just a couple of days late/promise to pay. You never get reimbursed for the many days lost service that they've charged £10 extra for. They win win win. If I wasn't paying for unnecessary phone service the cost would've been more affordable.
Reviewer
Jules
Location
Devon
Date
09/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
DISGRACEFUL SHAMEFUL - Account 843829801
We are a long standing customer of Virgin, we moved premises, we spoke to them in April, were repeatedly told their would be no issue with getting virgin into our new offices by the 9th June. A engineer came, could not connect, even though their was a virgin customer in another office above our head, and the Virgin Mast was 40feet away on roof., had to get another person from Virgin in to access, they couldn't do anything, both parties were only there 5 minutes, told we needed surveyor to drill a hole in wall, we were given the earliest date by a female speaking from Bahli or similar, not in Britain, the date the 30th September, what do you want to bet me that he drills the hole but can't install. We are a web based company, cannot function without fibre, can't host customers site without it, had to pay £400 a month for temporary office 1 mile away just to host customers sites, whilst paying £700 a month for offices we cannot use as there is no service, so absolutely CRAP, you have to wait 3 months for a hole to be bloody drilled. I do not believe that this was Bransons idea of servicing his customers. Absolutely disgraceful. This has practically brought us to our knees, let alone the monies we have lost because we cannot trade properly, every one knows its all media today and they have stranded us good and proper. Shameful
Reviewer
M
Location
Castleford
Date
09/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a load of crap!!!! Was offered sky sports for £22 the other day by email. Phoned upthis morning and asked why it hasnt come on. He didnt know anything about it and if i wanted movies! And sports it would cost nearly £100.
Waiting for this contract to b over with
Reviewer
Clarissa
Location
Bristol
Date
09/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid like the black death! Despicable con artists reminiscent of the IRS scammers. I received a bill for not returning a hub, i explained to them I couldn't return it as I had been evicted and was no longer in possession of the hub. After 30 minutes of this lady saying "I understand, have you tried pressing the button" I spoke to the manager. I was told if I didn't return the hub I would be charged £40 A MONTH!!! Which is a load of rubbish and not in the contract, only a one off payment is. I was spoken to in such an inhumane and degregating manner I was left fully distressed and having got no where after an hour on a charged line. I hung up and chased my landlord who had the hub to see if I could persuade him after months of asking to return the hub. I went to all of this trouble to find that the hub had already been returned to virgin media and he had proof of it. So I called back and was told they'd received it and the bill was cancelled. The lady who told me that I would be charged £40 a month would have seen the hub had already been returned as it was in the notes from days before. What a waste of time! I am furious!!!
Reviewer
Hampus
Location
Aldershot
Date
08/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Emma
Location
Port Talbot
Date
07/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
So I met a virgin rep while out, promised me just broadband for £26 a month. Then received the email " Welcome to virgin.... £32 a month + installation fee of £20" I was not even told of an installation fee.
Rung them up, barely understood the Indian man who was nice to be fair, said he would cancel the installation fee as I was not told and the bill will be £22 for faster bb than I was promised....great.
Just received first bill of £72!!!!!
First bill includes two months, so should be £44 still not £72, money grabbing liars in my opinion.
Shame my mums been with Virgin since it was NTL and never had a problem. The customer service is appalling, no one has a clue.
Service cuts out often, decent speed when it works I guess. Moving once my contract is up or cancelling if first bill hasn't gone through.
Reviewer
Adrian Fabbro
Location
Swanson, Wiltshire
Date
05/08/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
VIRGIN MEDIA, TAKE TAKE TAKE used to be good but not these days. If you phone customer service at night you get through to people in the Philippines where you can sometimes hear children talking in the background, among other things.
Reviewer
Nick
Location
Keynsham
Date
05/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just unbelievably bad. Despite knowing that there were capacity issues at peak times with their equipment, they still allowed me to take out the contract. They then messed up the date of going live, lost our telephone number, and from the start they never reached the speeds they claimed. They then promised twice that the issue would be fixed by a particular date, and failed both times.
We told them that we were going to a different provider, and that we would inform them of when we needed to be disconnected from their service.
They promptly disconnected us at their convenience, and when we raised the problem they could not get an engineer to fix the problem for a week, so we have no internet for a week, inconvenient and we pay for any data that we need through our phone providers.
The customer services have ranged from polite but incapable of helping to downright rude.
The worst company I have ever had dealings with.
Reviewer
Michael beattie
Location
Christchurch
Date
04/08/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I'm going to buck the trend of moaners on here and say loved virgin media in every property I've been in. Gutted moving to an area where VM is unavailable. Speeds are thenominal and price is decent too £27 for quick broadband! Try beat that
Reviewer
Charlie
Location
Warwickshire
Date
04/08/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Crap each month the bill should be £34 pound so we get a bill one month £64 then next month £94 pound we only have a land line and intErnest we pay every month it's unbelievable never will I go with this company again when contract is up
Reviewer
phillip
Location
plymouth
Date
03/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Poor wifi speeds 10 to 12mb cable conected computer is 76mb. Iam using max 4 devices but never all at same time
Reviewer
Lorna
Location
PAISLEY
Date
03/08/2017
Ratings
Satisfaction
1.00 stars
Comments:
Absolutely horrendous . Broadband always crashing speed never as promised and no customer service has a clue what your talking about ad they are all indian disgraceful company
Reviewer
roy edwards
Location
quarry bank westmidlands
Date
02/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
We have been waiting severn weeks for instulation and still not up and running waited two weeks for the first technision sorry numpty to tell us we had no cable and there needed to be two technissions sorry numptys to pull a cable so waited another two weeks for the next technission sorry numpty only to be told nothing he could do on his own needed two numptys waited another two weeks for the technission to turn up at last we got a cable but no box on the wall another numpty turned up next day to fit a box on the outside wall great we thought nearly there another problem numpty tells us he cannot put box on inside of house because he would not get paid for doing the job even though he had one on the van he said we need to call virgin to book another technission sorry numpty to install inside box on phone to virgin for 1hour 20 mins only to be told another 10 days before they can get the next numpty out to fit the box so i have told them to stick it were the sun does not shine i would say to people avoid this company like the plague no one speakes english understands english and the technissions sorry numptys i would notlet them take the dog a walk they are all jobsworths and no very littleyou have been warned
Reviewer
Jini
Location
London
Date
02/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would give less than 1 star if I could. Virgin has had an internet blackout for almost 3 weeks now, every day I call them to check on the problem and every time they give me a new excuse. Not only have I been without internet, I have had to pay another company to have the internet I already pay for through virgin, they refuse to reimburse me and they refuse to let me out of an agreement they are obviously not honoring. STAY AWAY from this company and use a broadband company that uses the open reach infrastructure as those companies are actually held liable for honoring their agreements, something nobody holds virgin accountable to.
Reviewer
PeterS
Location
Torquay
Date
31/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Dogpoo. Service iffy at best. Cuts out regularly, patchy when it does work. You get a bit late with your bill and they slap £10 on. Scumsuckers and money-grabbers.
Reviewer
J Phillips
Location
Greenford
Date
30/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
3 years of problems. On a 70 Mbps we rarely get more than 10-20 Mbps and often less than 1 Mbps. If you phone up to complain (20-40 mins to an Indian call center) they change the settings to prioritise your connection for a a few days and then it goes back down. The only solution is to call them every week or two.
We've been told that they oversold the product in the area so that the usage is always too high. Whatever the excuse, this is a very poor service.
Reviewer
Nigel
Location
Nottingham
Date
30/07/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Entire service has gone down at least 3 times in the last 6 months.Incredibly slow for any interactive use/iplayer etc.
System resets itself regularly and i lose any recordings or tv i was watching.
Cancelling service -pay far too much for too little
Reviewer
Alicia
Location
Basildon
Date
30/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful. It's the only way to describe Virgin. We were finding our internet speed decreasing. in my room, a mere 20 paces away, I couldn't watch Netflix without it doubling the watch time with buffering. So we called them up. And they quoted 6 months free of up to 200, the next day we get an addition charge on our bill. When we phone to ask about it they claim we are now on 200 Mbps download speed. We were quoted this free! So then we test it, it's made no difference! So I decide to run some tests of my own. 6 feet from our router we aren't even getting 90 Mbps (89.68). So I move to our kitchen a mere 14 feet from the router not even 80 Mbps (78.02). Lastly I try my bedroom. We live in a small 2 bedroom flat. My room is 20 feet from the router. I got 16.86! We told them this. They couldn't give a damn. So we told them we will go else where. They are one of the worst companies I have ever had the displeasure to deal with. They were rude, uncaring, and disorganised. We were being told "we've run this test" then passed on to the next departments, they said they will run the same test. Then said the test hadn't been done yet. We will be shopping around. That's for sure. My biggest piece of advise: look elsewhere, don't waste your hard earned money on a company that won't care when they make a mistake at your despence. Good luck to you.
Reviewer
Cameron
Location
England
Date
29/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The speed is crap. Shuts down every 5 minutes of it being on and doesn't come back. They lure you in with "cheapest and best broadband which just masks the fact they are terrible. Don't get this broadband if you want internet
Reviewer
Karen Butler
Location
Leicestershire
Date
29/07/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Broadband service good but be very wary, after promo offers end you pay full whack and when you add, amend or change a package end up extending your contract with them. In the main customer service is shocking, there are a couple of staff that were great but doesn't help that you get passed round the houses to different departments rather than one person being able to help, average call time with these guys for us is close to an hour. And Virgin need to catch up with other companies - we are shortly leaving them to move to another Broadband provider- and a big reason for this is Virgin not having a UK call centre- when you ring up with an issue anyway it is infuriating speaking to someone who you can't understand and can't understand you. I won't be moving back!
Reviewer
Lisa Gordon
Location
East Midlands
Date
28/07/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
We have emailed on several occasions with our issues and they have never responded. We have made phone calls, notes have been put on our account for a return call and guess what? We've had NO call back! They have the monopoly and they know it! You renew your contract at the end of the year and then low and behold, in January you get a letter saying your bill is going up again but only by a small amount and everything has to go up apparently. Certainly won't waste our time contacting these people again. The sooner we can find an alternative supplier the better! Very poor customer service and one very satisfied customer on this occasion.
Reviewer
Jonny
Location
Cambridgeshire
Date
27/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I ordered virgin 3 months ago, every house on my street had virgin broadband and tv. I called them every 3 days or so to see how my order was coming along and every single time I was redirected time after time to a different callcenter. They always said the same thing, our construction team is too busy, we will try and fit you in as soon as possible. I complained to their head office and got absolutely nowhere. I was without internet, phone or tv services for over 3 months and what's worse was apparently my property was already connected! I tried to cancel 3 times and every time they hung up on me! I finally managed to get hold of someone who seemed to know what they were doing and managed to cancel my order - who knows how long I was going to be without everything! In my personal opinion virgin is a company not worth the time and stress, from a previous address I know that their internet is nowhere near as good as advertised and their 'unique' channels aren't all that great - I only wanted to order from them again because of their cheap deals. In the end I ordered sky and they seem to be so much better offering much greater customer support - I feel like a valued customer instead of just another money source.
In conclusion, if you're looking to be with virgin, think twice. No amount of savings on my services could compensate for all of the business and comfort I have had to sacrifice for them.
Reviewer
Jacqueline Laughton-Scott
Location
London
Date
27/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Virgin Media have a service agreement with their residential clients, which says that problems will be sorted within 24 hours. This is a lie. My broadband went down last Monday and after discussion with a technician at an Indian call centre, it was agreed to send a new router which would arrive by Wednesday (48 hours later). This was a better option, because an engineer wasn't available until Friday (5 days later)! The router did arrive and couldn't be activated, pointing to a problem with a cable. At this point an engineers visit was booked .. for the following Monday (8 days later)! So for over a full week I won't have had internet access, which is in breach of the service agreement - I understand that I will be paid compensation of ... £7!! I have lost around £100 due to lost revenue ... I am speachlesss
Reviewer
Varchas
Location
London
Date
26/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Never ever trust THIS COMPANY CUSTOMER SERVICE as some con generated bill will be thrown to you and you will struggle for all your contract to get the amount correct bcoz first thing first they will take the money out from your bank and then will let you run behind them to get it corrected. TOtal SHAM BIG DISGRACE.
Reviewer
Dave Singh
Location
Redbridge
Date
26/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Never again. Took the 18 month phone and Broadband contract from Feb 2016, Very nice when they are getting you contracted in - appalling after that.
Bloke who installed the broad band neglected to connect the line to the Cabinet in the road. I was left without a phone for three months. After that was resolved , had two more instances of phone line not working for prolonged periods.
When i rang today to terminate my contract , bloke offered me a discount to stay. When i insisted on leaving, he put me on hold " while i get some forms to fill out." Left me hanging there for a good 10 minutes until I then disconnected.
Sent them a text but with these guys you never know.
Reviewer
Sofoklis
Location
Guildford
Date
26/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have to say the speed is very good had no problems with setup , was fast but customer service is incredibly poor overall i had very bad experience with the company do not recommend at all.
Reviewer
Sophie Arora
Location
Wolverhampton
Date
25/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Absolutely terrible customer service on the phone today with Lucy. Did not help resolve my issue at all. Thankfully my services with VM are ceasing from August! I've had to call every few months due to errors on my bills. Plus they never sent me the tablet promised to me at the commencement of my contract. Definitely will be sticking with Sky from now on.
Reviewer
Maria
Location
Norwich
Date
25/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company.
Reviewer
Abby
Location
London
Date
25/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It's the worst service ever my land line never works clearly that's when it's working and every time I complain I don't get nowhere it's like taking to a brick wall and I've been with out a line for the past two weeks and everyday the promise to fix it in the evening they sent a text it'll be fixed by a.m. and changed to p.m. later and it's been going on more than two weeks now and it's so frustrating!!!! Cus all they do is read a bunch of bs.
Reviewer
Aaron C
Location
Hucknall
Date
24/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Multiple cases of packet loss and no connection at all multiple times throughout the day. This has been the case for the past 2 months of usage.
Reviewer
Daniel markham
Location
Essex
Date
24/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Having received a call from a sales rep, we transferred service to virgin, on the promises of saving money and a better service. As soon as we received the service it was clear it had been missold and all the features promised be my the sales member turned out to be false, and would need to pay extra if we actually wanted those.
Cancelling was then also a chore, with only part of the service getting taken off and so getting charged for line rental as once again virgin had failed to do their jobs properly and then still getting bills through two months later. Having called customer service to confirm that I had cancelled all services and so shouldn't be charged it was confirmed to be a glitch and the bill must have been generated in advance. 3 weeks later virgin takes the money from my account and again a call to customer service is just frustrating and gets nothing resolved.
Promises of fast broadband etc mean very little when virgin employs shark sales tactics and has terrible customer service.
Reviewer
Frances
Location
Perth
Date
24/07/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Still waiting for the month refund promised for weeks of really poor on demand service.Phoned to remind customer service of this to be told that compensation did not apply to us as we are on wrong package to receive this.
Reviewer
Ran
Location
Bedford
Date
23/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I am struck with the contract or else would have left by now. Was with another service provider for month than 6 years their 30 MPS speed was faster than Virgins 100. For last few days has no service no update when it will be back. Customer service reply is leave us by paying penalty we cannot do to get your service it's a technical issue, worst customer service I have encountered.
Reviewer
Sophie
Location
Gloucestershire
Date
23/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very unreliable for the amount of money I pay. Wifi constantly dropping with 1 mobile and 1 laptop connected. Have started using my 4G instead as it's more reliable. Constant reset needed. Engineers are sent out when complaints are made about the speed- doesn't fix the issue. Sent from department to department when calling customer services and end up speaking to various people in India who fail to understand my problem.
Reviewer
Devilededd
Location
Paisley
Date
23/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I was lied to by a Virgin Media sales rep and now my bills have doubled even though I have a copy of my contract which states that my payments will remain the same for the full 12 months, "customer service reps are no help so I will be cancelling at the end of this contract as the cancellation charges are more than it would cost to pay for the last 3 months. i will be going to citizens advice to see if I can contest the new charges.
Reviewer
Alley
Location
Leeds
Date
22/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Well hats off to virgin they have succeeded where by failed.... they make by look incredibly good value for money, reliable and with broadband that works, not very well but it works the majority of the time unlike virgin. To be fair virgin Customer service is thhe best absolutely phenomenal but with no product to back it up!
Reviewer
Claire
Location
North Tyneside
Date
22/07/2017
Ratings
Speed
4.00 stars
Reliability
1.00 stars
Comments:
We have been with Virgin for about 5 years for broadband and phone line. For the past four months the wifi hasn't been working correctly, keeps losing connection so can't use mobile devices and the computer in the other room. If plugged into the router directly then broadband works fine and speed great. Contacted customer services at the end of May and were told problems with the old routers and would send out a new one. This was meant to be delivered beginning of June. Still waiting. Contacted Virgin customer services today and told we had to pay £20 for the new router installation charge. This was not mentioned when we originally contacted them. Explained that service we pay for was not working so why now being told we had to pay when still haven't receveived new box. Basically passed between four departments and told the same thing. We were also informed that the new router should have been delivered on 16th June but again still waiting. The conversation with customer service turned into them blaming us for the router not working and still demanding money form us. Asked to cancel the account and they were not bothered about this. Happy to lose another customer. We are paying for a service that they provide and if they know that there are problems with older routers (my Dad got his changed for no extra cost) why should they charge us and make us out to be the ones to blame for their faulty equipment. Virgin Media customer service is very bad. They need to look at the training they provide their staff and off attitude adjustments.
Reviewer
thapa
Location
Reading
Date
21/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
very rude staff and unwilling to help customer.. over charging and every one of member speak diffrent for one common question lack of knowledge or just dont give a dammmm care...not recomend to any one very poor service.
Reviewer
J
Location
Bristol
Date
21/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The only thing worse than the unreliable internet speed is the idea of having to speak to the customer service team, if you're lucky enough to get through! Go with another provider...
Reviewer
Viktorija
Location
Northampton
Date
21/07/2017
Comments:
I wish I could give them less than 1. We have recently moved house and went to Virgin to get an internet connection. They explained that it will get time, as they need to check whether our house is serviced or not. We had an engineer's meeting arranged in a week's time. On the actual day this person went to completely different address in different town (3 hours away from where we live). After we went to Virgin to re-arrange the engineer's visit they said that our house is not serviced so there is nothing they could do. In a couple of days we have received a new tenant letter saying "welcome to the new property. It is serviced by Virgin and we would like to offer our internet for you". Was it some kind of a joke from the company? Btw there is a Virgin box on the house servicing neighbors. No idea how these idiots work, but glad we are not with them and not paying them
Reviewer
v
Location
london
Date
20/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Slow and laggy internet. Worst service ever
Reviewer
Sarah
Location
US
Date
20/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
This company has been so annoying. I forwarded a harassing email from their server, complete with all the information they requested and now I feel harassed by them in merely trying to point out to them they're is a problem for them. I could care less, but I would think a reliable company would be concerned that their email was being used inappropriately. I have since asked their customer service too stop contacting me, boy yet I still get their same snobby response. Terrible company and I was only trying to help.
Reviewer
Dee
Location
UK
Date
20/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I recently ended my contract with Virgin as they were increasing the monthly charges inspite of being on a fixed contract and were way too expensive than other providers. To end the contract without informing me they charged cancellation fee (although I had informed them within the 60 days notice period) as if they are punishing their customers for leaving Virgin. They are dishonest and unprofessional service providers.
Reviewer
Debbie Gardner
Location
Croydon
Date
20/07/2017
Comments:
My daughter is the account holder with virgin media for over two weeks we've had broadband service that's in and out of service 3 engineers have come out the whole rd has the same problem when you ring they give different excuses. You have long waiting times just to get threw to them . Now that we have had enough of never being able to use broadband not WiFi as were not morons and understand that there are limitations with speed and that you cannot connect all of the time but our issue is not connecting to there broadband basically that's all we want we are constantly on the phone to them it's time consuming and irritating and still after two weeks we have a service that doesn't connect or is in and out continuously I would never recommended virgin as I think they have trouble connecting in our area and didn't explain this at the time of signing up and that they give conflicting reasons for the problems your having and never the truth
Reviewer
Adrian Witt
Location
Poole
Date
19/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We were contacted by Virgin and agreed tto subscribe to their broadband service with an installation date of July 6th. On the install day a Virgin technician called and said he could not connect us bacause the Virgin cable did connect to our house. In subsequent telephone calls we were told it would take 8 weeks, if Virgin could do it at all. On the telephone the Virgin staff were rude to me and refused to let me speak to a manager. Virgin has arranged for BT to disconnect me and we were without broadband for 2 weeks.
Reviewer
Barraboy
Location
Yorkshire
Date
18/07/2017
Comments:
Utter rubbish. Can't watch Netflix without the picture rebooting then freezing on 25%, a common fault judging by other people's comments. Can't watch iPlayer without it freezing. Can't watch playback without picture freezing. £70 a month for dozens of rubbish channels full of adverts and can't watch Netflix/iPlayer/playback. Totally ruined my viewing of Glastonbury weekend.
Contract getting cancelled when it's due renewal.
Reviewer
Anoop
Location
Loughborough
Date
18/07/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Ordered with self install but did not work. Had to wait a few days for Engineer visit and even after that the new hub needed to be manually configured for correct Wifi settings so that ll devices would connect to it. Good speed, though not the full 100 MBps or even the 90+ MBps worst case promised. Poor customer service for the following reason. Signed on for 100MBps BB+Talk and then noticed that BB+Talk+TV was available for same price on a promo offer online. But Virgin customer care refused to move me to that plan. Their attitude very evidently from talking to customer care about this twice was that they'll get the same amount of money from me anyway, so why should they provide the extra service. One of the reps, on being told that I was not happy in general with the activation issues (which I have never faced with Sky or EE) and delay in activation along with the hub issues, and that I might think of cancelling, actually challenged me to cancel the service right then. Would not recommend because of this attitude alone. Stuck with them only because no other fibre broadband providers available currently in my area and non-fibre speeds are low in my area. Am moving the moment BT inifinity capacity opens up in my area.
Reviewer
Glenn Hibbert
Location
Colne Lancashire
Date
18/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We were sold or package as super fast had it installed by a virgin fitter. As soon as he left we noticed that it was very slow. We rang them and then found out it was a existing fault and will not be fixed until at the very least November. Hopefully this November. They offered us 7.50 off the bill. The thing is they did not say about this fault before they sold and fit it. Surely this is wrong. If not it should be. If this is not miss selling what is. And they are still selling knowing full well of this fault.
Reviewer
Jordan McAllister
Location
Glasgow
Date
18/07/2017
Ratings
Satisfaction
2.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Once a night it dies, constantly restarting router, installed my own router ... dies every night. Amazing speeds when it's working but very unreliable. Vivid 300 speeds from 10mb to 280mb upload always 12 mb
Reviewer
Sam
Location
YORK
Date
18/07/2017
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The best. £39.95 for 100mbs broadband and medium tv package cam not beat it.
Why people moan about not getting full speed?? Its called traffic management all providers implement this at busy times but even so i still get a solid 80mbs through the day 8-9+ devices connected to it aswell.
So yet for the price its amazing.
Reviewer
Jacob
Location
London
Date
17/07/2017
Comments:
An awful company. An engineer lied to my wife and made her cry. I had 6 different appointments for my internet to be installed and they were u successful. Appalling customer service. A COMPLETE SHAMBLES!
Reviewer
Manjit
Location
Camberley
Date
17/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never even think of joining this company. With so much wrong information given by different customer service agents, some of whom can't speak good English , I finally had enough of the poor service hence cancelled my contact. Although it has cost me over £200 it is such a relief to break free from them.
We have also returned their equipment and still getting threatening reminders to charge us another £120 if we do not send it back.
What a waste of time company
Reviewer
Manjit
Location
Camberley
Date
17/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never even think of joining this company. With so much wrong information given by different customer service agents, some of whom can't speak good English , I finally had enough of the poor service hence cancelled my contact. Although it has cost me over £200 it is such a relief to break free from them.
We have also returned their equipment and still getting threatening reminders to charge us another £120 if we do not send it back.
What a waste of time company
Reviewer
Lukas
Location
Kettering
Date
17/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
It might appear as fast internet but the marketing does a lot. It is anything but fast with the ammount of bandwith coaxial cables offer. I count coaxial as the worse possible type of most common types of conection which the most reliable is VDSL+ cause direct optic line is not aviable in my area. Area where I live have a huge ammount of people who were greedy enough to save on "fast" cheap and rubbish brodband. On one cable there can be up to 600 users which will affect your actual ping. Virgin media hub 3.0 is a killer device cause it kills time while it does not work this devide is recommended to have swithced off 1 hour every 22 hours by their technical department, cause of it is overheating or getting upgraded firmware or just plainly crashes. With this device you cant have uptime of 99.5% with your connection. They just simply can not uphold to their promises in agreement, their service is slow because the number of users on the weak network infrastructure.
I would recommend their services only to prisons as means of punisment, and to your worst enemy.
Reviewer
Amz
Location
London
Date
16/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't go with virgin media.
I left Sky as I thought virgin media's promise of fast BB and free to view channels made it economic. I was very wrong....i have been with them for 5 months and was without BB for 24 hours, had issues with telephone service, and had channels which kept freezing.
Calling customer service is a joke Noone knows nothing and will just pass you to another dept.
Trust me I have had BT Sky Plusnet and now Virgin, and can honestly say they have the worst overall service.
Reviewer
Engin Cubukcu
Location
Amersham
Date
16/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After being with Sky for 3 years (brilliant breadband service) I have now moved home and decided to go with Virgin (the only option). I am absolutely regretting it. I ordered it online, some how got cancelled (I had order confirmation), I was over the phone for literally for hours with 5 different people, who could not resolve the issue. After speaking to my wife I had place another order via its website, delivery date got pushed out and they did a hard credit check on me which messed up my score, also their attitude over the phone is "what do you want me to do". Absolutely horrible service and I have not even begun receiving the actual service. I would never have gone with them If I had another option.
Reviewer
Gideon
Location
Wisbech
Date
16/07/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Very unreliable for the amount of money I pay. Nowhere close to the 200mbs I have, even after I have bought a high spec computer! Wifi constantly dropping with 2 mobiles on network. Constant reset needed. Smart TV struggling at times. Overall an underwhelming experience. Don't even mention Customer Support!!
Reviewer
Dean
Location
Newcastle
Date
15/07/2017
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Recently joined Virgin media again and so far so good, left Virgin in 2014 and switched to Sky (BIG MISTAKE). Paying for 100 Mbps and that's what I'm getting with a much more stable connection than Sky. HAPPY AT LAST!
Reviewer
M
Location
BIRMINGHAM
Date
15/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Found out Virgin was offering optic fibre in my area (only Virgin) so decided to go for it. After placing my order was advised that it will take about a month to get it installed, one week before my installation date they phoned me to say that some construction work is required and it might take up to another 8 weeks! Decided to wait... After another month Virgin contacted me to say that it's not worth them fixing it so they cancelled my order.
Reviewer
Guy
Location
North West
Date
14/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Unexplained drop-outs. Reuter flakey, poor construction, parts and firmware. The TIVO box is slow and unreposive with insufficient storage and functions. My smartphone has bettercapability.
Customer Service is abysmal. No ownership of problems taken, with placating scripted responses and platitudes.
Seeking alternative provider (BT FTTH and Freeview).
Reviewer
Sam yare
Location
London
Date
14/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have been with virgin media for 4.5 years and every month time the bill goes up. I called them to express my concerns but instead fixing it. They said to me we can cancel your contract. Really..! It easy for them that you cancel your contract than solve your issues. What a garbage customer service. Their customer service made me cancel both my mobile line and broadband. Good luck with your loss.
Reviewer
Peter
Location
Paignton Devon
Date
13/07/2017
Comments:
Broadband speed shocking even though I paid extra for the 200 package, TV system slow and barely any channel's. And worst of all, the leaving charge, they don't cover where in moving to, but have the cheek to charge me £240 to cancel with them, daylight robbery. They are unable to provide me with the service in paying for, they should cancel free of charge, but won't cause they don't care about their custoners. Would strongly avoid these theives
Reviewer
Anne Browne
Location
Redhill
Date
12/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Phoned 3 times, all services been out for 1 week due to box at end of road being out. Waited patiently for that to be fixed. TV, wifi and phone still not working. Literally hours of phone calls, texts saying engineer coming, not coming, system working received. Nothing still working. Offers of new equipment, more technicians being booked, cancelled, texts saying everything working. More phone calls. I can't even get on to someone to cancel. What a joke!!!
Reviewer
Sarah Taylor
Location
Swansea
Date
12/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Appalling customer service! I was with Virgin Media continually for 7 years. I was being charged £40.25 for Vivid 200 which is £5 more than new customers. When I asked to downgrade they tried to force me to enter into another 12 month contract so I had to cancel.
Reviewer
Dafadau
Location
London
Date
12/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I pay for 200 Mbs broadband, but have now had months of ~1 Mbs speeds consistently throughout the day.
I've been with Virgin Media for 12 years and am about to leave for BT, as Virgin show no interest in fixing the issue after 4 months of trying.
Avoid.
Reviewer
Mohammed nahiem
Location
Birmingham
Date
11/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Never in a million years will i be coming back to this company. The only virgin here is richard branson . A virgin at running a media providing company. Biggest joke ever. Coming up to 2months now still no installation. My childrens education has sufferred and have no landline so my alarm system isnt connected leaving me and my family insecure. They dont even take your complaint seriously. If only i could report this. Bang outta order.
Reviewer
Carina
Location
Peterborough
Date
11/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company ever , don't recommend it to anyone if you are thinking to join them be very careful and make sure you read every single detail in the contract as you will end up paying huge amount for things that you don't even know.
Specially if it happens to move to a new property in the middle of a contract , you are basically forced to take a new contract or pay an huge amount of money to cancel it and if you Cary on with them and make a new contract it is in their term, you don't get a deal it's like been forced to be between an sword and a brick wall and you have to Option. When moved to new property could even get the internet signal in some parts of the house and they don't provide anything to extend the signal through the house.
And not to mention that some people from billing dept were rude. Not happy with the service at all and wouldn't recommend anyone to go through what I have been
Reviewer
Wayne
Location
Blackwater, Surrey
Date
11/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If there was an option to give zero stars I would!
Broadband claims are disgustingly inaccurate. I am currently on 100mbps with Virgin however I often receive less than 1mbps and I have multiple speed test results to prove it. Virgin themselves seem to do nothing but read a few lines from their script giving customers the poor excuse that 'its peak times' 'network traffic' etc etc.. I have speed results of less than 1mbps from all hours of all days in the week. Virgin was also recently on BBC's watchdog for false speed claims. Avoid at all cost! I have since moved to BT who offer lower max speeds however I reached those speeds with much greater frequency.
Reviewer
Barrie J Thompson
Location
Seabrook Kent
Date
11/07/2017
Ratings
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been complaining for months about the
internet service from, can't remember the last evening that we could watch a programme without in buffering. Paying £50.31p for vivid 150 optical fibre which should mean 150mbs been get 1.80 or 1.67 or 4.93 etc. But it's nothing to do with their service everytime they check it they say it's fine. NOT FIT FOR PURPOSE!!
Reviewer
Briar
Location
London
Date
11/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Beyond the worst company I have had to deal with. Incompetent people can be masked by a service that works but Virgin is rubbish at everything. Do. Not. Sign. Up.
Reviewer
jacqi
Location
keynsham
Date
10/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am really sick and tired of the amount of times i have to contact virgin about there poor internet, I should be getting 200mgb and I'm getting 4.67 absolute joke, I get on the phone to sort the problem out and after 12 mins I haven't even spoken to anyone £92 per month I pay with the tv package and I can't even watch any thing. i definitely would not recommend them, as soon as i get to talk to a representative, i will be cancalling
Reviewer
Alice Moore
Location
Nottingham
Date
10/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Just the worst... definitely try to find a different broadband before going with virgin media, plusnet is pretty good!
Have to deal with frequent disconnection..
As well as this it is so hard to get through to them and they make it as difficult as possible to cancel... if they transfer you through to a different department often disconnects.. and have to go through the whole process again
Reviewer
Kirsty
Location
London
Date
10/07/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Easily the worst company I have ever dealt with. When the broadband was working, it was good. High speed etc but was down a lot. I rang up customer service and they told me that I wasn't paying for wifi I was paying for a wired connection (same as all bundles) so if my wifi adaptor wasn't working but I could connect via and ethernet cable, it wasn't their problem!! Who has wired internet in this day and age?! Then when I came to cancel, I was lied to! I was told that my final bill would be £90, and no more! It was £126!!
I'd say 90% of the staff I've spoken to are cocky, patronising and unprofessional!
Reviewer
salvah shaikh
Location
london
Date
10/07/2017
Comments:
virgin media order placed on 1st June. then 1st issue not receiving letter from way leave team for landlord permission. after 22 days it sorted then got installation date for 12th July. 2nd issue called them to get earlier date but they comes up with they not sure they can able to install new line to my flat. Engineer has to come and check. If he can then he will do it or he will say no he can't then they can't do anything. (They checked when i placed order that i am able to get service) then i called them many times so to get answer that they can do it or not so i can go to another provider but on 3rd July they told me supervisor working on my account and i'll get call back with in 24 hour (But no call received) then i called on 5th July guy said he arrange pre-installation team visit on 7th July between 8.00 am to 1.00 pm so they can check and let me know. after that i called them on 7th July at 2.00 pm asking for no one turn up after spend sometime on call he told me he spoke to team they will there in 30min (but no one turn up). In the end I got text & email today 10th july at 12.43 pm that they wanna speak to me about my installation so I called them they said my installation is on hold due to they need some cable work and some other work near my place so they need another 5 days to work out that how long is it gonna be to do that work and when i'll able to get line in my property. so they kept lie to me since i place my order around 1 and half month. i was without internet all time. told that many times over phone to please check so i can go to another provider but they just tell lie all the time. at last i want to speak to manager but guy said manager will not do anything he was say same words as he told me to wait another 5 days. now i told them to cancel my order so let see what they doing but very terrible experience.
Reviewer
Emil
Location
north london
Date
09/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
horrible
gaming online is just annoying for weeks. ping spikes frequency is like 5 seconds. dont bother with virgin if you like online games or fancy reliable internet.
Reviewer
Paul
Location
Newport
Date
09/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT!!!! Bother with virgin media locked into an agreement to which if best from the 100 met I'm on or meant to be I see 2 or 3 met, resetting equipment 7 times a day at least 5 days a week tech support are as useful as a set paper towel tell you the same thing over and over till one slipped up and said they know and have known that this service is not working for over 6 months yet no refund and still being charged avoid at all costs.
Reviewer
Ruben
Location
Yarm
Date
07/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Virgin is a company that has a good product with a terrible customer service. Virgin is the only company that can send you the wrong contract, then forget to send the TV box, having problems in the activation and finally to take you through seven people asking you, the problem, the password and not giving you a solution.
Virgin customer service is the only company that cannot understand what is the problem of not having received a tv box.
Resolution
Cancellation - I cannot waste my time and money with useless people. it is a pity because they have a good product.
Reviewer
Andrew
Location
Reading
Date
07/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Just dont go with them!
Reviewer
Paul
Location
Liverpool
Date
07/07/2017
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Was fine with service, until I moved house. Had engineer come out couldn't sort phone or WiFi. Had someone on the phone lie about me and another person lied to me. I have cancelled service with them, will never go back there again. Not too mention wasted £40 this week on phone calls.
Reviewer
Steve
Location
Suffolk
Date
07/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Where do I start? Been with NTL / Virgin for many, many years. I have always had nearer the top end packages so I can watch my sport. TV is fine but the broadband....my god is it poor. I pay for 200mbps and I'm lucky to get 25mbps. Even an ethernet cable straight into the router gives me at best 65mbps. I have phoned them over and over again to be given scripted stalling tactics from the staff. I am honing them again now (I'm on hold) and if the deal isn't sweetened then I'm off to BT. I know the speeds advertised are not as high, but my neighbour gets a consistent 45mbps from a 56mbps contract package so he still gets better than I do. I can get a similar deal from BT for 43 quid a month and then it goes up t about 50, so it's a darn sight cheaper than the near 85 quid a month I waste currently. Virgin better give me a good reason to stay or they can come and take their stuff away!!
Reviewer
Carys
Location
Leeds
Date
07/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Very unreliable and incompetent customer service, we got passed from operator to operator with no one giving us solid answers. Have had to ring multiple times and speak to over ten people to finally near a resolution to our issue (which is simply that the previous tenants in our student house had not paid for their wifi - something which had nothing to do with us! We had in fact been good virgin customers for the last year (something which they somehow were too incompetent to look into and understand)). As it stands we are a week into a house with no wifi as was planned (and paid for), and as of yet have no date for installation. Absolutely horrendous timing as several of us are on summer placements which require working from home. Would not recommend!
Reviewer
Very
Location
Unsatisfied
Date
05/07/2017
Comments:
VIVID200 - speed between 16-70Mbps.
DO NOT TRUST THEIR PROMISES - THEY'RE JUST LIARS
Reviewer
KitLong
Location
Surrey
Date
05/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband is useless. Comes and goes. Landline call charges are through the roof. Customer service are the most dreadful ever. Waited for 40 mins to speak to someone only to be transferred 5 times to end up back at the start some 2 hours (yes 2 hours) later, and never did get anywhere/resolved. They don't speak nor understand English very well and read from a script. Anything not on said script and they don't have a clue - hence the continuous transferring of your call. I get random bills for sometimes over double what I agreed - yes, I need to leave but cant face their customer services to do so! DO NOT SIGN UP TO VIRGIN!
Reviewer
Boglarka Filler
Location
London
Date
05/07/2017
Ratings
Satisfaction
2.00 stars
Customer Service
5.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I am paying £42/month for their fibre optic broadband service. Speed is low and signal is coming+going all the time. I am right next to my router now yet the WiFi signal goes off a lot. Speed is slow as well,despite of having their upgraded service. Certainly not worth paying for,just changed supplier.
Reviewer
Tanya
Location
London
Date
04/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
One of the worst customer services and super unreliable promisses the give.
I've their customer for last 11 years and everytime i contact customer servive i want to leave them
Once they have disconnected me to connect my neighbough as they had a priority as a new customer and it took me 3 weeks to get a slip to be reconnected!!!
Now i moved home and waiting 4!!! Weeks to get a coneection moved. Got the date eventually and them they just cancelled on me without even informing me. So the date was moved for another week and what hapeneed- they simply did not show up and did not contact me at all!!!
What a rubbish company with no customer in mind
Reviewer
Magdalena
Location
Exeter
Date
04/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really poor service. I spoke with somebady who got strange accent.
Virgin lost my marige certificat and now I have lots of problem still extra charge still call and hear you need send marige certificat (but I do that). Don't give me help just more problem. I can't close virgin media because will be charge me (new contract start 2 months ago). I finish my contract and never more virgin!!!!!
Reviewer
Khalik
Location
Barking
Date
04/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One of the worst customer service I ever had
Speed of broadband was totally rubbish after midnight most of the time it goes off you can never use it until the morning time
If I could give them a -00 star I would that's how bad it is everything is bad customer service price speed of broadband completely rubbish stay away from virgin If you don't wanna have a headache
Reviewer
LL
Location
North East UK
Date
03/07/2017
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Comments:
When it works, broadband is great... but is very, VERY unreliable. If I wanted to, for example, play a competitive online game, I simply cannot, as the connection will randomly cut off for everyone and refuse to come back up for several minutes, often giving random "you need to provide credentials or sign up to your provider to access the internet". This has been happening for months and while the customer service for the setup was not bad, I think we will save ourselves the hassle of trying to get this fixed and just swap back to Sky or BT.
Reviewer
Jackie
Location
Cambridge
Date
03/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
What a horrendous experience I am currently having with Virgin Media, I have just received a bill for £150 from an account I was assured had been closed in December! I was moving house and had struggled to close the account for months until I was finally assured on the day I moved out it had been sorted. Apparently now they have no record of that call and I have been made to feel like I am lying, I now have phone call proof of the 17 minute conversation from my phone provider and yet am still being told they have no proof of this call, I am arguing the fact that is due to a member of their team no logging it so no mistake of mine, but receive the same answers again and again. They are determined to get this money which is a small amount for them yet a lot to me and I now have this hanging over me and my new property. I will never deal with Virgin Media again
Reviewer
Shanon
Location
Islington
Date
02/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We were promised very fast internet of 50mpbs but it is the slowest speed ever. I would not recommend Virgin media. In fact if I could choose a broadband all over again I would not go to Virgin Media. It has been over a month now that we transferred to them for a little one bed flat, and most time the upload speed id between 2 to 5mpbs, and download around 0.20 to 5mbps. I has faster internet with the regular speed networks and never had problems loading youtube or netflix. With Virgins FAST brodband, Netflix keeps stopping, youtube barely plays and dont mention faceboon and instagram! Right now it has been a little over 15 mins and netflix is still loading. I have restarted the internet and reloaded netflix. Went to boil the kettle and make a cup of tea and back to watcch something but OMG its still loading!!!
And their customer service is totally useless as I have been on the phone with them 4/5 times already, wasting all my talk time and energy with them,and all theu seem to do is make me empty promises and redo the same tests that they do. Honestly nothing new, even though I have mentioned that these online tests and tweaks have been done already by previous agents and taht the last ones promised to send an engineer, but my please and explanations fall on deaf yet polite ears.
What a major dissapointment. I really hope that they sort it out soon.
I am off to pray to God an the universe that this is dealt with soon as no one else at Virgin media seems to know or care about my extremely slow internet :(
Reviewer
Shahana Ali
Location
Manchester
Date
01/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Nightmare first day experience. Pre installation team hooked up fibre cables without consent before installation date and wired the WRONG side of the house - tv wires clearly visible on other side of house if they had cared to do a proper examination of the property.
On day of installation, was told cabling would have to be pinned around the house - said no as it would make the front of the property look ugly - was told that cabling guys would come and sort it out that morning - didn't come and now have a trip hazard until MONDAY. Waited in all day, lost earnings, stressed and upset. Calling different depts. all day. Apart from Lorna at the end, customer service beyond justification.
Totally regret leaving and miss SKY :( mistake to leave - wish I would have just paid the extra fiver a month and saved myself the stress of giving Virgin a chance.
Reviewer
Ethomas
Location
Liverpool
Date
30/06/2017
Ratings
Satisfaction
1.00 stars
Comments:
Absolutely disgusted with every part I could be.the whole company is so unreliable in all aspects.i will never recommend this supplier to any one as it was a complete waste of my own time.went online to join up,then receives a starter pack an was expected to just set up when I had already explained there were no boxes installed to do so and there for would not be able to get started.so I then phoned up again and was told that they thought it was just an insulation job so I explained once again it would be less likely as I have no connections what so ever with in the property such as land line box etc.i was then reassured the job would be done Friday instead by a technician to which he knocked and then decided after taking a look that it was a bigger job as the outside wire would need to be stretched to the property and it wasn't his job to do so.so he said an inspector would have to come instead.back on the phone put through to 5different members of staff explaining my self over each and every time.feeling frustrated that they are now saying they will once again speak to the manager and get back to me with yet another date and if I accept it to be done then so be but if not just cancel.well thanks for that as I intend to do just that.dont understand why they always say we will speak to the managers as I spoke to one myself and he reassured me it is a mistake and he has sorted it for Friday and yet it weren't sorted so what the hell.awful communication.never again will I even try.oh well just had the call back nice lady on the phone just shame about this awful company.as predicted it is now a 2 man job and mid july is the earliest they can book me back in for.ohh so I can now relax and wait for return labels to send the starter pack back so they don't lose out.If I had my way I would just pop it in the bin cheek of it.well done n dusted.think I will go with sky and get treated with some respect and less false pretence not to mention better skills with communication as I have never known a company with management who can not even sort the problems with their team.rant over had to get if out there and off my chest.over all satisfaction a 1 star and that is because it is what I got when I finally got to cancel and take my custom somewhere else.
Reviewer
Kevin
Location
Acton
Date
29/06/2017
Ratings
Speed
3.00 stars
Reliability
2.00 stars
Comments:
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
Reviewer
CHARLES
Location
GREATER MANCHESTER
Date
29/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I pay for 100mb but lucky to get 10 mb
Reviewer
Piotr
Location
bedford
Date
29/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media is so terrible at complaint handling that I started a petition for consumer rights charity which to launch a super complaint to competition and markets authority.
link: change.org/p/which-consider-super-complaint-against-virgin-media
Reviewer
Amanda Wright
Location
Liverpool
Date
28/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After reporting a Virgin Media cabinet open outside my property, over four weeks ago, I finally got a call from them today. A man from VM called me at work to ask if the cabinet was now closed and locked. When I told him I didn't know as I was at work, he asked me if it was closed when I saw it last. I told him I didn't check it at all, as it wasn't my job. He didn't seem interested after that. What a joke!
Reviewer
Bryan
Location
Wiltshire
Date
27/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company ever, my advice go with anyone but virgin, really expensive customer service is the worst on the planet. Internet speed is slower than my mobile data. And they couldn't care less. Avoid!!!!!!
Reviewer
Agata Repak
Location
Knebworth
Date
27/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin is the worst broadband provider I have ever dealt with!!! The customer service is rubbish and you need to spend hours on the phone without getting the issue resolved. Do not go for Virgin!!!
Reviewer
C.E.
Location
Colchester
Date
27/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One of the worst service providers I've ever dealt with. In the three years I've been with them, they've raised the broadband prices with clockwork regularity every year. They will charge you if you want to receive paper letters or statements. If you forget to save your online statements from your account, they will ask for £3.50 for each statement to be printed and sent to you - they will refuse to e-mail them to you. If you have any problems you will spend at least half an hour on hold on the phone. If you try to cancel they will try everything to make you stay with them - it took me 40 minutes before I managed to get them to cancel my account. I cancelled because I was moving, and they demanded I give them my new address, because they want me to send them the router two weeks after the cancellation day - so I can't even escape from them from a new address! The Internet itself is very spotty, and any claims that they have great Internet with fiber optics - lies. Do not pay anything to this company, they will milk you dry then laugh in your face.
Reviewer
Lidia
Location
London
Date
27/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I am so mad! I called Customer service and I have never seen such poor Customer Service! The person I spoke to first was super rude and told me, that he doesn't believe me?! When I asked to speak to his Supervisor I was put back in line and after 25 minutes of waiting, I hung up!
My Internet is not working properly since May and the Guy told me, that he doesn't believe me because I couldn't be bothered to call every day! Unbelievable! I am working in Customer service but that's absolutely 0 customer service! He said, that they credited my account with 6£ that must be a bad joke! Seriously? No at all happy and very dissatisfied! Plus they sent me 2 Bill's at once! I am taking my consequences from that and imagine, that before this is was thinking of referring a person! Well 2 customers lost!
Unbelievable!
Reviewer
Yvonne
Location
Hertfordshire
Date
27/06/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Switched to Virgin expecting a better level of service. Quite a joke. Their customer service is absolutely terrible. I'm a business customer and am completely appalled. Virgin are all fluff and no substance.
Reviewer
Sajad
Location
Manchester
Date
27/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hopeless!!!!!!!!!!! signal always dropping; never performed anywhere near the speeds advertised; customer setvice is horrific, always told promised return phone calls which never happen, utterly dissappointed, leaving virgin but will be requesting compensation along with writing a complaint to the financial ombudsman
Reviewer
Tim
Location
London SW18
Date
27/06/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Broadband is very unreliable in my area, often little better than dial up speeds at weekends, today it is 4.26 Mbps, this service is often unable to be used even for just BBC iplayer etc.
When it works speed is very good, but the reliability is very poor. I can not recommend Virgin because of this.
Reviewer
Anita
Location
UK
Date
27/06/2017
Ratings
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Virgin Media broadband itself functioned well. We had a couple of broadband crashes over the year but besides that wifi operated okay. However, their customers service is terrible and unreliable. The falsely told us that they had not received a bill that I had clearly paid and demanded that we pay it again. After doing so, they later confirmed in having received the original payment. When I asked for a refund they failed to do so. This happened in March and 3 months later I still have not received my refund. I have been in contact with multiple departments of the Virgin Media team but they keep bouncing me off to departments. I have called them numerous times, visited their physical branch, sent them proof via post, contacted them via e-mail and their website but have yet to receive a transaction to my account, a miss that only occured due to their own inadequacy. I would not recommend Virgin Media, if you do not want to be scammed and keep your money.
Reviewer
Bradley
Location
London
Date
27/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible company with a terrible service. The broadband was not as fast or as reliable as BT. Their TV service was appalling; their Tivo box was painfully slow to use, especially catch up and on demand services. They took many minutes to load.
Due to a house move I cancelled my service believing that my original contract was for a period of 12 months. It was actually for 18 months, however, simply because I had upgraded and added a new TV service I had unknowingly entered into a new 12 month contract and still had 5 months left to go. Having accepted that I was in a contract, I asked to pay for the £206 cancellation charges over the rest of the term of my original contract. This was refused and they have stated that unless it is paid in full, I will be sent debt collection letters and will have my credit rating affected. They simply refuse to come to any arrangement with me regarding the payment demanding the lump sum in full. I have spoken to them 5 times and also sent a letter of complaint (at the time of writing this review that was 12 days ago and still not had the acknowledgement despite their own complaints procedure stating they would acknowledge within 48 hours).
I always thought Virgin, and Richard Branson were a great company and businessman respectively. This is clearly not the case. They are immovable and unhelpful. I was even told "as you are no longer a customer we will not help you".
I am truly angered and frustrated by the lack of assistance or inability to reach agreement.
Reviewer
Bradley Stiller
Location
Surrey
Date
26/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible broadband speed. Terrible TV service - very slow box and guide. Terrible customer service. Cancellation fees apply and they refuse to reach any agreement with you to pay monthly and now threaten to put in the hands of debt collectors. Won't help at all because "I am no longer a customer". Steer clear of this company.
Reviewer
Alex Radu
Location
London
Date
25/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Let's start with the last one...
- Band reliability: I never experienced so many drops of 'broadband' with any other service provider.
- Broadband speed: It's quite alright.. Until a plane's landing.
- Customer service: Poor people they were saying what they were told.
After a 7 months struggle, I called the third time to report drop-off, and I requested the cancellation of the contract due to poor service and not meeting the contract with a good or at least decent service and I was told that I need to repay the cancellation fee of £133 remaining. Oh and at the beginning the technician sold a "for three three pounds you have two more services", and I don't know why I said yes... Anyway, rubbish service provider. They should stick to flying companies and trains...
Reviewer
mariya
Location
salford
Date
25/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No words can describe the poor appalling service, incompetent staff and their excellent practice of trying to exhaust you by transferring you to different departments, every time asking you for credentials like you are starting from scratch a conversation despite being on the phone for 50-60min. I have been on the phone for 54min, speaking to 5 different people and suddenly being transferred to a person who said "How can help you" . Imaging how you would feel, wasting your time explaining 5 times that the engineer left without resolving the issue which has been going on for months and the only thing you hear is " I am really sorry about this". I llok forward to terminate the contract and would never ever sign anything with Virgin
Reviewer
john nixon
Location
middlesbrough
Date
24/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Expensive..I pay 46 gbp per month..I found out that I have made some changes to my account..NOT sure where..I have now to pay Virgin when I telephone them to complain when they cut off my broadband service..STILL took the money from my direct debit though..MONEY GRABBING THIRD rate company..AVOID..AVOID.
Reviewer
Dave
Location
Nottingham
Date
24/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Had to come away from virgin media on principle. My wife and I have been with ntl which then became virgin for 12 years. My Mum had been with them for 9. Because her health was deteriorating we had to move her from her flat to a bungalow which necessitated restarting a 12 month contract, unfortunately she has spent 5 of the last six months in hospital and last month we we called in to the ward in the middle of the night. Things progressed down hill and we were called in again to say that Mum at 87 is dying and we were offered a choice of hospis or a few select care homes who are able to provide this end of life care. Despite offering them proof from the place she is, and telling them they were welcome to contact the hospital. They have refused to wave the £115 early cancellation fee. I have spent hours talking over the phone to them and despite me asking for all calls to be recorded they are only able to find calls that suit them. I feel gutted. It's not the money so much as I can't believe they are behaving like this. All this is true and to any in doubt I give them the opportunity to request the recorded calls, that's if they haven't lost them
Reviewer
Kelly Quinn
Location
Coventry
Date
24/06/2017
Comments:
If I could select stars in the minus catagory for the Internet service and customer service catagory then believe me I would. The broadband is absolutely diabolical, when paying for vivid 200 and fibre optic then I expect to be able to connect to the internet, not get kicked out every 5 mins and listen to the rest of the house hold moan at the disconnection. Every time I phone virgin media for help, I get put through to somewhere in the Middle East and language barrrier is an understatement! And to be told endlessly that the problem had been resolved, when it clearly hasn't doesn't impress me the least! And then to be told by a very rude gentleman to phone back when I have purchased a laptop really makes my blood boil. I have never dealt with search rude, incompetent people in my life! And virgin customer service team think it's acceptable!
To then request my services be cancelled and be told they can't until I've paid my bill is laughable, pay my bill for a service I never received? I think not...... I would not recommend virgin media to anyone, NOT A SOLE!
Reviewer
Joao. Iveiros
Location
Rainham kent
Date
23/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This it's my second bad experience with virgin rabish please guys think very weel before you comite with this people worst company around be aware!!!!!!
Reviewer
James
Location
Wigan
Date
23/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media is easily the worst internet supplier! From it being off for hours uncontrollably to random disconnection the internet service is extremely unreliable and the price they ask for this rubbish is a joke and a mockery of customers!!! Do not buy!
Reviewer
Javier
Location
Bristol
Date
23/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
This is by far the worst internet company I've ever had. I had to leave my home and cancel my account and I found myself calling three times and talking with five advisors who gave me totally confusing answers contradicting themselves. I cancelled my Virgin Media access to the Internet earlier to my flight to my country because I just wanted to get rid of that messy company and have no relation with its disastrous organization. I haven't taken the flight to my country yet and I still don't know if I'll have more problems with them. By now, I'll have to pay my bill for July even not being here. Swindlers.
Reviewer
Gordon
Location
BROMLEY
Date
22/06/2017
Comments:
I was very happy plodding along with my pay as you go mobile when I received a phone call from Virgin offering me a so called fantastic deal as I had been such a fantastic customer. I was reluctant wtvfirstvas I don't like direct debits but they twisted my arm. The deal was £3 a month for 200 minutes and unlimited text but they failed to tell me that if your mobile is on roaming you get charged extra the following month I received a bill for £97 when queried they said I had been useing the internet, I HAD NOT. They then reduced the bill by £35 to save the hastle I paid the bill and told them I wanted the account closed and I immediately canceled the direct debit, they assured me there would be no further payments and that was the end of it. Today I received a letter saying they had reinstated my direct debit and would proceed to take £100 a month from my account for I don't know what, needless to say I have cancelled once again the direct debit, when I phoned them they said I was still getting billed as I didn't give 30 days notice, he phone concerned is no longer in use so how can they expect me to pay for a service I haven't used. Virgin mobile you are a bunch of crooks, Your staff cannot understand English and most of the time I cannot understand them, some people are on very low income but need there mobile phones, shame on you Richard Branson and your marketing team
Reviewer
Mr Barlow
Location
Coventry
Date
22/06/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Was on the phone today dealing with an enquiry that needed fixing and had Cameron from Swansea on the other end of the phone.
Went out of his way to deal with our request and was thoughtful and understanding. Couldn't fault the service and being told would have a 48 hour call back and then to be called the same day, felt I was listened to and dealt with the situation efficiently and accurately. Saved me paying £300 and would like to say a massive huge thank you.
Reviewer
Marco
Location
Crawley
Date
21/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had a new installation done yesterday for internet, TV and phone. Nothing was working. I was assured by the technicians that all would be working in a few hours. It has been 24 hours and still not working. No help from the helpdesk. Instead, they are sending a technician again in 2 days time which is a huge inconvenience. Spent alot of money on this and it has not even worked. I would have expected them to treat a new customer with the best service possible to make a good impression. Terrible service. I advise people to rather go for SKY.
Reviewer
Marco
Location
Crawley
Date
21/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had a new installation done yesterday for internet, TV and phone. Nothing was working. I was assured by the technicians that all would be working in a few hours. It has been 24 hours and still not working. No help from the helpdesk. Instead, they are sending a technician again in 2 days time which is a huge inconvenience. Spent alot of money on this and it has not even worked. I would have expected them to treat a new customer with the best service possible to make a good impression. Terrible service. I advise people to rather go for SKY.
Reviewer
Jakub
Location
Woking
Date
21/06/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
You recognize the good company once you have a problem which need to be solved or when yo need to cancel their service due to moving our of the country. Virgin Media is an example of a worst possible company - you need to call them 4 times, they have many stupid talks about special deal for new tenant and then they ask you to pay cancellation fee, which is higher than what you would pay if you just kept the contract. NEVER EVER again! I will for sure remember how you handle the customers once I will be back in UK and be looking for the broadband deal.
Quality of the broadband was nothing special since there were the days when internet was lagging or not connected. When dealing with customer helpline you are not sure if the person on the other side is either stupid, make fun of you, or they are just pre-programmed machines with repeating questions.
Reviewer
D Nixon
Location
Watford
Date
20/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
There is nothing Virgin Media can't screw up.
From sims cards sent to the wrong address, to incorrect bills, to reneging on price deals within weeks after making them.
They've moved most of the customer service team abroad. I wouldn't have a problem with that, but they don't appear to have trained them properly.
You'll only speak to someone based in the UK if you try to disconnect. Although don't expect that to go smoothly either - because they even managed to mess that up too!
Reviewer
Zeb
Location
Birmingham
Date
20/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling Customer Service. You get directed to somewhere in India who don't have a clue of actually resolving your query.
Broadband speed is falsely over exaggerated immensely. I have not had my broadband for over 5 days, each time I get through to Virgin Customer Service Line, I am connected to someone in India who is reading a copied script of what to do etc.... Overall extremely Poor Service. If I could give Virgin a 0 rating, I would do.
Reviewer
Craig micklewright
Location
Rowley regis
Date
20/06/2017
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Had virgin installed on the 9th may. They had an issue with the cable. They have hooked our cable to next doors box which the dont even use. You can see the cables which are visable and looks a mess. Weve had no phone line since the 9th may and still havnt got one. Weve spoke to virgin more than 3 times they sent out engineers 3 times and all havnt resolved the issue. They have passed this information to the managers and said they will contact us. Still no phone call..... ? Very quick to take 2 payments out and send an email to remind us of the next bill due. Absolutely shocking to say the least. Please dont join virgin as they clearly dont care about the costomers.
Reviewer
Ben
Location
London
Date
19/06/2017
Comments:
Getting virgin media was the worst decision I made. I have been using the service more than 5 years despite the numerous period where internet was not even provided (I work often from home so let you imagine the hassle of not having broadband for two weeks...getting connected through my phone). Although I got my money back for a service not provided they were still happy to charge me the numerous 20mns + passed over unhelpful staff unable to put the service back on or even send an engineer (they automatically cancel engineer appointment if an issue has been sorted in the area, of course that was not the case for me so had to call again and wait for another week to get an engineer...). These stuffs can drive you to an asylum. That said because of my laziness to take action after 3 years in a flat I am cancelling my contract and moving to an unserviced area by virgin, just to discoverthat i have to pay 106 pound for early disconnection charges (quite funny when you have been with a provider for 5 years) because i stop
a contract which apparently I agreed orally 9 months ago as my bill unexpectly moved up by 30 pound a month...and i move to a place they cannot service...
This is just nuts
Obviously you cannot find your contract or even its end date online...even with paper free billing
To me this is just an organised rip off.
Reviewer
Eamonn
Location
Borehamwood
Date
19/06/2017
Ratings
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
If you are thinking of changing to virgin, all I can say is don't, I returned to virgin in February and the broadband is down more than its up, I have had a new router, new splitter, an attenuator but I am still getting issues, the biggest problem is there service, my broadband has been down since Saturday, it's Monday now after ringing 150 I am told the soonest they can send an engineer is Friday afternoon, not very good, so do yourself a favour and avoid
Reviewer
Sandra Dawson
Location
Basildon Esssex
Date
19/06/2017
Comments:
I was having trouble with my broad band for nearly a month
I was phoning Virgin nearly everyday..was on the phone for about an hour every time..and the operator would say that's sorted now..would go off the phone and about an hour later no internet A GAIN..
Eventually they sent a technition out..his name wa Deen he gave me a new box then looked at the wires inside one out and he sorted it..internet be ok so far
Thank you so much Deen..
Reviewer
James Corbett
Location
West Bromwich
Date
18/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Without a doubt the worst service provider in the developed world. Shocking service, Sky puts Virgin to shame, had Sky for years and it never went down once, Virgin on the other hand goes down constantly.
Really they deserve no stars
Reviewer
Tony
Location
Kidlington
Date
18/06/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Had to mark speed and reliability as high as we have had no problem with either. We just up graded our equipment with them. Engineer came out Saturday lunch time with the new TV box and router. Fitted both and could not get either working. Told to wait 2 hrs. Waited and nothing. Called customer service ha ha . Told engineer had to call and no one available untill Tuesday. That is incompetence not service..
Reviewer
Stacey
Location
Date
17/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't waste your time or money
Reviewer
Felicity
Location
Yorkshire
Date
17/06/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
This company is a rip off
Although their service provision is ok, their customer service is appalling. I had been a customer of theirs for over 10 years when my TiVo box stopped working, I rang to cancel the TVs service and explained why, the person on the phone spent a long time trying to persuade me to take out a new contract which I didn't want to do as I was soon to be moving house. They never asked for the TiVo box back and now over 8 months later after I've moved and cancelled the other services they want to charge me £80 for broken equipment they never asked me to return.
Reviewer
Sam
Location
South London
Date
17/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Was with Virgin for a couple very good years before we had to move and they couldn't supply service in our area, so then we had to go with TalkTalk - which was horrendous - but at least got our speed to a reliable 64Mbps toward the end of our time with them.
Job offer came up in London and after the service we'd had with TalkTalk, imagine my joy when I found out we could switch to Virgin again. After the switch, I noticed the 100Mbps we were paying for wasn't happening, I was getting about 3Mbps at peak times with wireless (only on my computer). Giving them the benefit of the doubt, I decided to take their advice and go wired. Speed was great for a month or two - I was getting about 90Mbps - but in recent weeks its just done a complete 360. I've had speeds as low as 0.5Mbps.
After calling, I was told that there's a fault and that they would text us when the fault was sorted. No text, but after a restart a couple days later, our speed was back up only to drop two hours after. A couple days after that, our speed was back to normal, which I enjoyed for till Friday this week (had me down to 4Mbps). So I called them again and they said they're upgrading the service in our area to deal with the high demand. I believed them till I looked on the internet. Lots of people making complaints and getting the same line.
Thinking about moving providers, but there doesn't seem to be any ISP that provides consistently good service. I wouldn't advise going with Virgin if you're thinking about it, they seem really overrated now.
Reviewer
Edwin
Location
Cambridge
Date
17/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin #Broadband is the most unprofessional company i have ever seen. When it works its ok but if you have an issue it takes for ever and the customer services and other field engineers will treat you like rubbish.
Moved house September 2016, checked with them if i could get the service and they said its all there and you will be connected up. When i got to the house got a call saying the installation is delayed, need a new cable. Got the cable then they delayed again for neighbour aggrement. took another few months to get that sorted.. Then one of them didnt agree. Asked virgin to sent a guy to check for another route. He said he will come last tuesday and so i called the other tenant who was so kind he agreed to come. The Virgin guy changed his mind on that day, so i wasted half of my annual holidays and made the other tenant to travel 1hr from his home. Gave me another date that was today 3pm. got a call now saying he is not coming unless he sees the other tenant. the guy is not worth being employed anywhere. I just asked virgin to send someone so we can come up with another route, but no they are just there to screw customers. So after nearly 9 months of all the rubbish from you guys nothing has happened lost more than 200 pounds when we moved houses with virgin and more by waiting for these past months. Thought to be a loyal customer but forced me to be the opposite. Please dont do this to anyone else.
If your CEO is reading this please dont stay quiet, please take an action against these useless employeess.
Treat your customers with a little repect, which we treat you with.
Reviewer
Sam
Location
Leeds
Date
16/06/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Service goes down all the time. Timescale for fixing issues is like any northern service. They tell you it will be done at a certain time but then move the goal several times...
Even spent 3 days over chrismas with no Internet... or TV. With no offer of compensation.
Supposed to be 100meg but actually only runs about 5 on a good day.
Would I recommend.. no
Reviewer
Peter
Location
Leeds
Date
16/06/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Must say speed is decent and usually very stable but customer service is the worst I have ever dealt with .Very expensive to what they offer been customer for 8 years but I am not getting any decent deals so had to go to SKY for TV as it works much cheaper
On top they claim they do not restrict your speed but they do most of the time
Virgin you need to sort yourself out as at present all I want to do is change my supplier !!
Reviewer
Catherine
Location
Carshalton
Date
16/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No TV or internet on Tuesday. Rang number and told work being done in my area and all would be fixed by 2.15. Rang again at 3 and told would be sorted soon. Next day rang and told would be fixed remotely and would get a text to confirm when done. No text. Rang today (Friday) and told an engineer coming out next Wednesday. 9 days without TV or internet? They seen surprised I'm not grateful that I would get a reduction in my bill next month. How about the compensation for having to travel into London every day rather than being able to work from home. Appalling service
Reviewer
Steve
Location
Lancashire
Date
15/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We spent over an hour on the phone with Virgin Media haggling a new customer deal when our sky contract was up. We managed to negotiate a really good deal but a week before installation we were emailed details to create a Virgin Media account and in our account section the contract details we different to those we had negotiated on the phone two weeks earlier. We rung VM to inform them and they said the details in the account section were correct. We spent over an hour arguing with them, pleading to honour the deal we were given over the phone as that good deal was the main factor for us switching to them in the first place!
The skinny: Virgin Media customer service agents will try to sell you deals that don't exist order for you to agree to a deal and set an installation date. RECORD YOUR PHONE CALLS WHEN YOU HAGGLE, so you have proof of the deal you struck!
Reviewer
Mohammad
Location
Birmingham uk
Date
15/06/2017
Comments:
I would request all of the UK citizen please do not take a contract from Virgin Media, one of the worse customer service , I ever experieced, I can give a example , I was talking to a manager he is from Philippines his name is Ian at one point of our conversation Mr Ian telling mr of saying shut up ! I was fully shocked all I ask him can you please explain me how much I paid so far ,why my bill is so high.
So please think twice before you buy there product and please bare in your mind about the service. Thank you very much for reading.
Reviewer
Hussain Hussaini
Location
Cardiff
Date
15/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Been with Virgin Media for over 7 years. Moved houses around this time last year so we contacted Virgin Media to get the new services in the new address which was fine. The new deal which we agreed on was found on Uswitch.com and it clearly stated 12 months contract. So here after 12 months contract the price has gone up by £15 a month. Spoke to cancel the contract as its been 12 months and was told its 18 months contract. The person on the phone was very rude, like he was giving the job on the street with no manners or respect, Requested to speak to the manager which again she was rude and kept telling me the same thing as the contract is for 18 months, But when we agreed to the contract we were told 12 months. The guy I spoke to on the phone really needs to find a job that suits him where he doesn't need to show manners or respect, and same goes for the manager, I don't know how she became a manager with that attitude and rudeness. So apparently i have another 6 months left with this scammers and to cancel it before the contract ends, they want me to pay over £250 for cancellation fee. THIS IS STUPID. I will never be going back to virgin media after this is over and I advice whoever is looking for broadband go with Sky or BT.
AVOID VIRGIN MEDIA!!!!
Reviewer
Sohail
Location
Northwood
Date
15/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
When I decided to leave Virgin Media because of previous reliability problems, staff offered (4 years Loyalty offer) me a deal £2 p/m dearer then it’s available to new customers online. Staff is trained to lie and defend them self. Stay away from Virgin Media if you can.
Reviewer
Tasneem
Location
Enfield
Date
15/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The worst service ever. Customer service peoples are of no help can't help you with any queries you have. Even the executive team are too slow. I kept on chasing them got no reply. You asked them for a solution they cut your line off thats how they treat their customers.
Reviewer
Richard
Location
Stanmore
Date
14/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After plenty of letters trough my letter box, I decide to go for Virgin media, after six years with sky. Make the deal , vurgun said they will cancel my contract with sky , they will come, they will do etc, just pay the deposit and *we will sort out* . After 2 weeks if waiting , virgin called me, they can't provide the service for technical reasons. I asked for money back, "Debbie" from costumer services told me to go to the nearest virgin shop and ask for refund, and also they can't speak with sky to not stop the services. What can I say ? Hope Mr Richard branson will got my message ( sure not). Thank you Virgin media, now I'm shorter with £50 , and I have no broadband for hell know for how long.
Richard Hajdu , Stanmore, London
14.06.2015
Reviewer
Greg Fernandes
Location
Stevenage
Date
14/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Takes for ever to ge anything fixed or even speak to someone on the phone!
Broadband is the biggest pile of rubbish iv ever had! Dropping out ever 30mins iv reported it multiple times and nothing has been done! Had to make a complaint and still the customer service team told me nothing could be done! There bollox!
OVER RATED AND TO EXPENSIVE!
SKY is better!
Reviewer
Marcel
Location
Willesden Green
Date
13/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Why can't I give 0/5 for the reliability? I've been to many countries in my life, the UK is pretending to be a developed country but the level of incompetency in so many ways is just ridiculously huge. Virgin updated my broadband to 70MB from 50 "for free" and then they raised my monthly pay from £37 in January to £42 in November and to £46 in January again. Now they throttle my speed every evening, literally every day. Can't even chill with my favourite game and when I complain, they say: Have you considered to upgrade to Gamer Package 200MB? I mean, Are you for real idiots? This excuse for a broadband should be swiftly erased from the face of the earth. They try to tell you they don't throttle your speed, they LIE!!!
Reviewer
Under Whelmed
Location
Northampton
Date
13/06/2017
Comments:
If I could give zero stars I would. Intermittent broadband. Engineer always #on their way#. It's been bad for seven weeks now. Numerous calls to customer service, who just fob me off. Won't let me out of my contract even though they are not providing a reliable service. I really really really HATE Virgin. I have going to pursue my complaint to CISAS the broadband ombudsman who deal with Virgin.
Reviewer
Jonathon G.
Location
NW6 - Kilburn / West Hampstead
Date
12/06/2017
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
I’m a bit of a geek and have suffered intermitted speed issues which have been going on quite a while. So me being me I have graphed it lol.
Check out my blog
https://virginmediaperformanceuk.tumblr.com
it should the results, how I calculated it, compensation and how to deal with virgin media. I’ll keep it up to date. If you find it helpful please share it.
Reviewer
Fawad nazari
Location
South Ruislip
Date
11/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
I am very disappointed with virgin media. Their customer service is really bad. They only see their own benefit and do not care about the customer. I moved house and they do not provide service in my new house but they are still charging me for the remaining months of my contract.
Reviewer
Guido
Location
Stockport
Date
09/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Everyone at Virgin - customer services, sales people, installers - all make promises that they don't keep.
They talk as though you're going to get this and that, and we'll do this and that, and it doesn't come to fruition.
You have to mither and mither and mither them until you maybe get what you were promised, or a tiny discount that doesn't even come close to being worth it.
The broadband speed is good, but still not as good as is promised. The TIVO box that comes with the TV package is so outdated it is frustrating to use - so, so slow - and yet they continue to want extra money for the box that will do the job that the TIVO should be doing.
As soon as the contract is up, I'll be cacncelling.
Reviewer
PSH
Location
Coventry
Date
09/06/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
A little expensive but there are no other providers who can match the speed to compare to. Rock steady and fast broadband. My experience of the customer service is good, especially if you speak to someone in Scotland. No complaints at all over the broadband speed or stability. We run numerous devices at once and achieve speeds over 40 Mbps wirelessly on them all and stream Netflix wirelessly wothout any issues in HD.
Reviewer
Lyndsey
Location
Aizlewood
Date
08/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Matt W
Location
Lancashire
Date
08/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Every month I've had to call up to get my bill corrected, each month I've been told it will be correct next time; No.
No phone line for 5 months, no compensation only offered to correct the bill to what it would be if i had the phone line as i would be paying more if i had just TV and broadband; how generous.
Constantly fobbed off by Customer service and their managers.
Try to log a complaint and they say they are going to close it straightaway as there is nothing they can do. Surely a complaint should be resolved when the customer is happy with the resolution.
AVOID, AVOID, AVOID. Do not go with virgin.
Reviewer
raja
Location
manchester
Date
07/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i have experience AWFUL service.
our area service is down from last24 hrs and no body contacted to advice whats going on.now after three times calling faults they t old me your service will be back on 13 june
IS THIS A JOKE?
i would advise peoples not to join virgin media and save from lot of headach and trouble
Reviewer
Paul Brown
Location
Lee on the Solent
Date
05/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I started noticing speed problems with my internet but I left it for a while, after a month or so of having the problem I called up and asked them what was going on. They told me their basic rubbish to fix the problem and told me that whenever I experienced the problem to restart the router ... I was obviously dealing with professional service to start with.
I took their advice and waited another month after which I called up and asked again what was going on, I had called up a couple of times in between when the internet was very bad and was told that there was an area error at the time, I complained again to little effect. A couple of weeks later I call up this time they sent an engineer and he then tells me that there is an area issue and it won't be fixed until January NEXT YEAR, it was the beginning of may! The engineer left after doing a couple of tests, after I spoke to customer services and they said they would "speed" up my internet through some kind of setting. I left it another week or so and phoned again and told them that I was very unhappy with the service and that it's unacceptable that they are not providing the service that they promised.
Their reply to 3 months of very bad service, where:
- I have several times of days where I can't use my internet because it is ridiculously slow.
- After being, for the lack of a better word, lied at several times as they were trying not to inform us that there is this massive issue that not only affects me but everyone in the area for several months, the minimum they could have done is send an apology letter to those affected.
- Being on the phone for HOURS, passed around from department to department. I was once on the phone for over an hour before I finally spoke to someone to then get the phone call cut off just after I started talking to someone, I am not saying that I was deliberately hung up on but a courtesy call back would have been nice as I had been waiting to talk to someone for a very long time and had barely talked to someone.
They then offered £3.50, give or take some pence, off my monthly bill for the lass 3 months I've been affected, anyone who is with virgin knows that this is nothing off the monthly bill but they can say that it is 50% off the broadband bill as the bill is broadband and landline, even though you can't get broadband without the landline. We don't use the landline, as like anyone on this age we have mobile phones. So 90% of our bill is for a feature we don't use AND IS ONLY WEEKEND CALLS. You can get unlimited calls on a mobile for very cheap these days so I fail to see why the landline costs so much!
Very very dissatisfied and will leave Virgin soon and do not reply recommend them to anyone.
Reviewer
Radu
Location
Portsmouth
Date
05/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company i ever had...cunts
Reviewer
Vijay
Location
LONDON
Date
05/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
We have send Tv box back to them but now they charge for Equipment 150 pound after 5 years when we have cancel virgin media broadband,
Please Read Terms and condition very carefully
Reviewer
James poole
Location
MIDDLESBROUGH
Date
04/06/2017
Ratings
Customer Service
1.00 stars
Comments:
Having had virgin media for around 25yrs and moving it from house to house when moving. Recently married and having to move from my one bedroom flat not because I want to but necessary because I married a woman with two boys at home. Moving to bishop aukland and I asked them to move me up there when checked they informed it is not available in the area I am moving to so I have to pay 11 months of my contract up because I'm ending my contract I don't want it ending I want it transferring which they are unable to do so is that my fault that they can't install it so they ate asking me for around 800 hundred pound never again will o have anything to do with country shame I hadn't do this 25 year ago
Reviewer
Lee
Location
Leicester
Date
04/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Was with sky, have been for 16 years. Finally convinced to switch to virgin a couple of months ago, worst decision I have ever made. The box itself is just plagued with lag, slow, primitive menus and takes an age to get where you want to be. I have always been a regular user of BBC news interactive with sky... don't even bother pressing the red button on virgin. It is absolutely the worst feature by far. News clips are cut short, it's slow and awkward to navigate and it takes a life time to load. Again plagued with lag. The one thing you can guarantee with the interactive service, is that you will miss everything that you are trying to view. Hate it. TV selection is poor, tons of hidden costs and just overall piss poor. Got 5 months left before I can opt out, you should not wish your life away, but will be looking forward to getting rid. Broadband... seems OK 70% of the time, but randomly cuts off and where we are starting to live in a world where most things are connected to or require WiFi, it can get pretty frustrating.
I'm a believer in good positive reviews, because we all too often focus on the negatives of a service... but I am sincerely struggling to find any positives for VM.
The guy who did the install was really good though, shame about the product.
Reviewer
Joanne
Location
Barnsley
Date
03/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
*Do not sign up to virgin media*
The services are not fit for purpose. Broadband is constantly down which also means you can not watch tv. Terrible customer service..you will spend half of your time on the phone reporting faults and getting passed round departments, that is when they dont just hand up on you...
Reviewer
Manjit
Location
Camberley
Date
03/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Joined Virgin through recommendation (they too are cancelling)but biggest mistake ,as had problems from the start.
Staff does not compare notes and we had different persons saying different things. I complained on several ocassions about lack of programs as previously promised but to no avail.
Finally I was told I could cancel anytime as I had no contract so we went to back to our previous SKY and very satisfied.We were very upset to find out Virgin Tv was not cancelled as we asked them to do so & we're paying 2 providers.
They also want to charge us cancellation fee of over £200 But I will pay this just to get them out of my skin.
I will not even contemplate joining this company in this lifetime. So there!!
Highly Not recommend
Reviewer
Patricia
Location
Edinburgh
Date
02/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not a person who complaints but come on!!!! I'm so upset what I just experienced that I may be avoiding virgin media for the rest of my life! I wouldn't give them even half a star for a customer service! Awful experience!!!! When my flatmate moved out we transferred account onto my name. Fee of £20 for a transfer is not the problem here!. After sending them my direct debit details I was expecting new contract to be send through as it says "A NEW CONTRACT WILL BE POSTED TO THE NEW ACCOUNT HOLDER, THIS MUST BE SIGNED AND RETURNED WITHIN 15 DAYS". Never got one and now I got billed for over £120 because my contract changed from £31.45 to £45!!!!! Never signed for it! Phoned the customer service to hear that the bill is correct and the person who dealt with my transfer was new and need more training "that's all I can do for you". I'm a manager myself and would never expect a customer to pay for my team mistakes!!!!!!!!!!!!!!! Now I have to pay for something I never wanted which is not fair and in my point of view pretty ILLEGAL!
Reviewer
PhilipPowell
Location
Ipswich
Date
02/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Moved from Sky as I was promised 200m, they also promised to keep my home phone number as I use it for work. Paid for an engineer. Fact is Engineer who cost me £40 was a bodger, my granny could have been neater and better. I get a max of 50m because I would have to have 4 or 5g to get 200m, why was I not told this on switching? I even advised them of the tech stuff I use and asked what speed these would get 190m I was told guaranteed. Even the engineer told me this when he installed it. My number never got carried over causing massive problems with clients and to cap it all Virgin media didn't even call me to advise this they sent a text message after I had been with them 4 weeks. Company is a joke and they are lies, Wish I could just cancel and go back to Sky. DONT USE VIRGIN MEDIA PLEASE
Reviewer
cameron
Location
loughborough
Date
01/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
complete and utter pile of rubbish that likes to cut out when you need it most. insanely high ping and large packet losses.
Reviewer
Steve J
Location
Tamworth
Date
01/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Fast broadband but utterly abysmal service. I was sold a full package but VM are unable to provide a landline at my address so I lost my landline number of 12 years standing. Customer advisors pass you round like a parcel at a kids party (5 times on my call today) and don't read the notes on the system so you get asked the same questions over and over again. I thought Sky were bad til I dealt with this shower. I will not & never again be renewing with VM. Was told today they have no complaints department! I said OfCom had told me to make an official complaint so was then told there was a complaint administration department but they didn't talk to customers!! Beyond belief
Reviewer
Melissa
Location
Lanarkshire, Scotland
Date
31/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
As a service provided Virgin media are great but their customer service is appauling. I joined virgin media via a refer a friend link that should've reduced my bill and my friends by £50 but conveniently when my bill arrived there was no record of the refer a friend on my account. Also convenient how the bill came through just after the 14 day cancellation period ended. After my 12 month contract ends I'm changing provider
Reviewer
Susan Kowalewicz
Location
Port Talbot
Date
30/05/2017
Comments:
None of the above, no stars. Awful service, wish I had never gone there. Have another six months to go. Can,t wait to be released. Poor in every aspect.. In fact a nightmare.
Reviewer
Mari
Location
Newcastle under Lyme
Date
30/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Snakes. Six months and the signal drops every 15 seconds and still no resolve. They do not care at all, the Customer Service is appalling and Technical Support its an inside joke. Google this fact about these unqualified Tech guys that Virgin Media are happy to pay as gatekeepers to stop them having to do anything but take your money. Talk Talk has a better signal.
Reviewer
Yvette
Location
London
Date
30/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service
Customer service horrendous
Can't connect to the broadband service daily
Steer clear
Reviewer
Angela
Location
mirfield
Date
29/05/2017
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Weare paying £70 a month for 200 mb fadt broadband and every time I run a test it is never higher than 50. I am in the same room as the hub and no other users are in the house. My connection and wires are all brand new installed by their own man so its not a wiring issue either. No excuse for charging people for something that isnt what it says it is.
Reviewer
Bead
Location
Cheshunt
Date
27/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
PRETTY AWFUL SERVICE TO BE HONEST.
We have patchy reliability and the speed often dips, the cost has been going up year on year but the service is still poor. Changed bank accounts and the DD glitched for just one month and they charged us and additional £10!!!!
Reviewer
Jamie
Location
Herts
Date
27/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service been with virgin since February 2017, the installation was messy and the service has been a joke. So far the broadband and TV service has broken down twice and nearest time for an engineer to rectify the problem has been at least 5 days. The customer service managers are pointless, timewasting and damn right rude. Over all a very poor service avoid at all costs.
Reviewer
Chris
Location
Midlands
Date
26/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
New cust and already having issues, Day1 and box dosent work and wifi signal is so weak my old plusnet that was faulty puts it to shame, the installer told me its the best hub on the market and it will reach to the bottom of my garden, yeah right wont even reach into the next room. tv keeps freezing internet keeps lagging and engineer left a mess after install outside. I moved to virgin as open reach refuse to fix the damaged cable to my house. I was better off before as virgin is terrible. Why can I get other peoples virgin wifi in my house with 3 bars and cant even get my own wifi to go above 2 bars. What a joke!!!! If they don't fix it looks like Ofcom will be getting a call.
UPDATE
Well 4 days went by and still no call even after someone emailed the manager. Now someone turned up. He says he was a supervisor. I wasn't born yesterday. He was an engineer. I started explaining and his manager called. He answered and just started to talk to him a d ignored me. Very rude. Anyway the promises of a manager still have not happened. Also custiner services said they would call me back to make sure the manager called me. What a surprise they never did. I Left the brick under my window that the engineer wedged was missing. Funny that I left that they're and took a photo. Now the so called supervisor said well it's not there anymore. He didn't believe me. It looks like he removed it before he knocked the door as it was there earlier in the day.
I will now be contacting ofcom. Mr Branson you should be ashamed of having people like this working for you. What a complete joke and I've only been a customer 1 week.
Reviewer
Amanda Wright
Location
Liverpool
Date
26/05/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Where to begin? DO NOT JOIN VIRGIN MEDIA. REPEAT, DO. NO. JOIN. VIRGIN. MEDIA.
I am currently going through a very stressful divorce from Virgin Media after over 20 years of being a so called 'valued customer'. Well let me tell you that I don't feel valued. AT ALL! I have been lied to constantly, let down, suffered bad service and been passed from person to person, as well as suffering the constant automated choices each and every time I've called them. The last time I phoned them, which was because the engineer, who was supposed to turn up on Tuesday 16 May between 8am and 1pm didn't arrive. They didn't even bother to phone to inform me they wouldn't be coming. What's more, on the Friday beforehand, they'd cancelled my subscription services, Sky Sports and LFC TV without consulting me!! When I phoned to complain about the engineer not turning up and being told they couldn't come until Thursday 18th, I told them to cancel everything (Full House TV, Sky Sports, LFC TV, 200mb b/band and home phone). They had the absolute nerve to inform me that I had a good deal (£274 p/mth for 2 V6 boxes and 2 TiVo boxes plus the above). I told them it wasn't good if I hadn't received it! When I said I was definitely cancelling, the guy I spoke to said it was a shame to leave after such a long time. I said that's what happens when you offer such bad service. He didn't even fight to keep my custom. I'm surprised they have so many customers if that's the way they treat them! I'm awaiting the Sky engineers now, who are planned to come and install my services on 1 June. I can't wait. I only hope that I get a better experience than Virgin have provided. At the moment, I am struggling to trust in companies.
As I said, I've been with Virgin (formerly Telewest and Blueyonder) for over 20 years. The customer service and services offered used to be much better, but have deteriorated over the years. I'm so glad to finally be leaving. Good Riddance!!
Reviewer
Dan
Location
England
Date
26/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up to Virgin media, employee got the installation date, my mobile number and e-mail incorrect so had no way to contact me when i was not in during the actual installation date (day before the date they give me).
After being told i had to pay £40 p.m extra to get basic channels that are available on freeview i decided to leave. Engineer has basically cemented the aerial cable into my wall and i cannot unplug it. THE SOLUTION GIVEN TO ME BY A SENIOR MANAGER WAS TO UNSCREW THE WHITE VIRGIN MEDIA BOX ATTACHED TO THE WALL AND BASICALLY PlAY WITH LIVE ELECTRICAL WIRING TO ATTEMPT TO GET IT OUT.
THEY TRY ANYTHING TO GET AWAY WITH CHARGING YOU FOR EQUIPMENT BEWARE.
Reviewer
Johanna
Location
London
Date
26/05/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
An absolute embarrassment and serious lack of professionalism. After a promising start in store with the staff being very helpful and accommodating, that helpfulness soon disappeared once we had parted with our cash.
The engineer created a huge hole in the wall of our rented property, exposing the interior of the home. He then took 2 weeks for them to come fix it. Then our first bill came through incorrect and took a further 3 weeks to amend. Worst of all no action would be taken on this unless we called, causing us to constantly need to chase them. Service is good so far, just a shame about the lack of professionalism and care for customers.
Reviewer
Laura
Location
Hemel hempstead
Date
25/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
When something goes wrong it is probably easier to make contact with Elvis than someone from Virgin. Automated questions go on forever, trying to chat online "too busy, try later". Makes you wonder if there is actually anyone employed to take answers. Finally getting automated callout you are expected to wait for several days, they obviously don't employ enough engineers either. Lovely to think the self-made billionaire Branson invented a system like this for us ordinary mortals.
I advise anyone not to change to Virgin, it might be cheap to begin with but soon gets very expensive for very poor service.
Reviewer
Carlos Gomez
Location
Surrey
Date
25/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
When it works, the speed is good, however, the connection constantly drops, very unstable. When you call 151 to speak to the help desk, you get through to an Indian call centre, who are very polite but never manage to sort your issue out. When an engineer is booked to come out, you have to wait days, which means days if no internet which is frustrating when my TV, heating/hot water, phone, mobile, and laptop all rely on an internet connection.
AVOID VIRGIN LIKE THE PLAGUE, I definitely wouldn't recommend them to anyone, except my worse enemy that is!!
Reviewer
Mr Slinn
Location
West Manchester
Date
24/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Dismal. SLA is a joke. Ask them what happens if they fail to achieve the SLA.
Reviewer
MICHAEL
Location
WYTHENSHAWE
Date
23/05/2017
Ratings
Speed
3.00 stars
Comments:
I used to work for virgin and was selling it like it was an amazing servo e and thought I knew everything about it.....WORSE MISTAKE I EVER MADE. Becoming a customer after I had moved into an area that allowed virgin I was excited to finally have the service.....i hate it half way through a programme it shuts down on Netflix or hay u I never get to watch what I want iv applied to go back to sky immediately I can't wait.....dont get this service most of u will regret it and our bill went from 50 to 90 pounds and there's nothing you can do once your in that contract...never been reimbursed for any loss of service as everyone we call up the message says they're aware of the fault n never let u speak to anyone it's disgusting do t bother with it.
Reviewer
Paul Harris
Location
London SE20
Date
23/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
In my area (and others, from reading these reviews) Virgin Media are experiencing 'over utilisation' issues since 03/01/2017 and as a result can only provide speeds of 3mbps in the evenings. They first estimated that this problem would be fixed by March 22nd. Now they estimate 1st June. What is insulting about this is that the refund they offer is ludicrous at £6 / month. This is for a service that costs £36/month. So, for providing 3% of the service in peak times, they expect their customers to still pay 83.33% of the fees. This is their only offer and amounts to a kick in the teeth for their customers. Shameful.
Reviewer
Sim
Location
West Drayton
Date
23/05/2017
Comments:
Worst broadband. Would not recommend to anyone. Every month my internet goes down and have to wait for a week or more to get an engineer come and fix. Again after few weeks the internet goes down. I have no internet for a week or 2 every month. I am wasting my mobile bill for calling them.
Reviewer
Al
Location
Wigan
Date
23/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The reliability is dismal. Their service level agreement is a con as it states 24 hours. However, the 24 hours are working hours so they mean three days.
Reviewer
Jay
Location
Birmingham
Date
22/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My worst experience with virgin media. I ll not recommended to anyone . And I ll never join again in my all life time . It's worst service and over charging without giving you notice that your contract has come to a end . Please don't be fooled . Thanks
Reviewer
Hagen
Location
London
Date
22/05/2017
Comments:
Richard Branson ought to be ashamed of this farcical product. I could write a Tolstoy-epic novel on how excremental this service is including bare faced lies by the customers department. Read the above customers reviews as they are accurate.
DO NOT BUY ANY VIRGIN PRODUCT!!!!
Reviewer
Debs Garcia
Location
Flixton
Date
20/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish I had read all these reviews before I signed up, virgin Medi is an absolute joke! I booked in on a Thursday morning between 8am-1pm to have it fitted nobody turned up they never even rang to say they weren't coming when I rang they said there had been a problem and had rebooked it for the Thursday after but never told me!! Then the Thursday after came and went with no one turning up I rang again to complain and they managed to get someone to me for 3:45 that day but he didn't ended up leaving till 8pm!!! I couldn't take my daughter to her swimming lesson (which was the point of me booking a morning slot) because I was stuck with the engineer, my boardband isn't fast and it keeps disconnecting I rang to complain and I seem to get through to someone but I can never really understand what the are saying because usually it's very broken English! I'm on a countdown so I can cancel my contact and go back to sky!!
Reviewer
J Loftus
Location
Sutton Surrey
Date
20/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We were promised an awful lot from a "salesman" for Virgin, including a Galaxy tablet free, that we never received, a continued land line, that we never received, a quicker & better broadband, that we never received, BUT received a customer service that was appalling, which we actually didn't ask for.!! As the land line is attached to my partners business it could have lost us a lot of money, so staying with the faithful, no problem SKY, that we have been with for the last 10 years, and when the land line is sorted out, we will be back to normal. Happy Days.
Be careful what broadband bed you choose to lie in......
Reviewer
P Flex
Location
Birkenhead
Date
20/05/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
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!
Reviewer
Gary
Location
WOLVERHAMPTON
Date
19/05/2017
Comments:
on the day of my installation by Virgin which I've been looking forward too, turned out to be a shocking eye opener into just how poor the service can be!
Took day off to wait in for the installation team to arrive but they didn't turn up or even call to advise they wouldn't turn up, so I called them to be cut off twice diverted then cut off, then got through to a guy who in fairness seemed a real nice honest guy he called me back as he said he would and then I had to wait for another guy from virgin to call.
The guy called and said sorry but there is an issue with the fibre Virgin know there is an issue and should not have given you a date or even a connection as we can't install for possibly another six weeks! So I called another person at virgin to complain as I've lost a day's pay to be at home paid just under £70 to terminate my provider and then not even be called to be advised about what was happening! I was told sorry you can go to another provider. What a brilliant way to do business Virgin I do hope people read this and think twice before wasting their time.
Reviewer
N baker
Location
Hp6
Date
19/05/2017
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Don't believe hype, meant to be on 200md download, yes if plug in with Ethernet cable to router but wi if right in front of router 20 to 30 Bm throughout house whether computer iPad phone etc. Pop down friend with bt and consistently 45mb. Virgin prone to interruptions and drop outs
Reviewer
Iain McBrearty
Location
Johnstone
Date
19/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
For the past 3 months I have been attempting to change my elderly father's account because he is in and out of hospital. I even provided my Power of Attotney documentation and still they come out saying Data Protection would be breached etc... The bottom line is that Virgin Media is deplorable and the Customer service is appalling. Another greedy company more interested in profit than people. I am now awaiting another letter with some guff relating to why I cannot close the accont, because I am determined never to pay them another penny after this ongoing fiasco.
Reviewer
R and K
Location
Kettering
Date
18/05/2017
Comments:
We canceled the contract with Sky because Virgin offered better after nearly two weeks turned out we would not have a landline until one of our neighbors would not give up the Virgin contract. We were fooled! Worst company ever!!
Reviewer
Elly
Location
Brighton
Date
18/05/2017
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
We have been having trouble with the Internet connection all day long. It is still not fixed. The engineers are seemingly on the way.Very disappointed with the service.
Reviewer
Paul
Location
Surrey
Date
18/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Have never had a worse experience with customer service, but every time I had to communicate with Virgin I have been, to put it gently, frustrated. Even after I have cancelled my contract, they are still insisting I pay a disconnection fee I was clearly told I wouldn't have to pay hence why I made the decision to terminate the contract. Even after I proved I was told this with a voice recording of the phone conversation they say the fee is still valid.
If you value your sanity, please avoid Virgin Media. Problems with connectivity forcing contact every month for two years.
Reviewer
Allan McLeish
Location
East Kilbride
Date
18/05/2017
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Broadband speed is great, wifi is a bit disappointing
Reviewer
Sarah
Location
Newcastle
Date
18/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was without service for months as they didn't inform me of new hub despite being a customer for over 10 years. When I finally left them I couldn't find an email address and when I phoned waited too long. They deliberately have set it up to make it no impossible to leave or complain about them. Scandalous!
Reviewer
Jordaine
Location
Clydebank
Date
18/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The broadband cuts off at least 5 times a day. THE WORST SERVICE EVER. I have just sat for two hours filling out an application for my dream job. only for the wifi to cut off 10 pages into the 14 page application. Pay 40 pound for nothing.
Reviewer
Ahmed
Location
Welwyn Garden City
Date
17/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
they don't care about the service, they care only about money, they offer you something but they charge lots more for no reason
Reviewer
Callaghan
Location
Corby
Date
16/05/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
A Virginmedia engineer ,Oskar, relocated a TV point for me today. He worked quickly and explained everything as he was working. He was happy to make sure that I was completely satisfied with the work done.
Reviewer
Bernardo
Location
Harpenden
Date
16/05/2017
Ratings
Satisfaction
2.00 stars
Comments:
Very poor broadband signal
I have been told that my area has ditra ottic cable and 100mb per sec.
But nothing of that internet intermittent signal impossible watch movi online buffering all the time.
Customers services incompetent and never solve any requests. Very disappointed. Just waiting end contract.
Reviewer
Michael
Location
Sutton
Date
16/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Never had a worse experience with a provider in all aspects. First month with them i had the slowest internet speed which must be a breach of the contract as i have 200 speed!!. Was told i would get a 50% discount, then didnt, so called back and was told they would listen to the call and get back to me in 7 days, NOBODY DID. I had to call again after 3 weeks and chase and there were no notes on the system and apparantly they do not listen to calls after i was told they do and now i have to write a letter
DO NOT GO WITH THEM - SKY IS BETTER BY A COUNTRY MILE
Customer service is extremely poor and you are passed around to other teams as nobody wants to deal with the issue.
Reviewer
Ursula
Location
St Albans
Date
15/05/2017
Comments:
The internet problems for weeks.The speed was always much slower than promised but at least was working. However,for the last 7 weeks is more off than on. Virgin Media became very unrealiable and cannot provide the service. They keep saying that they are changing cables, upgrading the system etc but reading all the comments this is going on for ever.We had 5 engineers here so far and still the problem has not been fixed. We have connection for 10 min, if we lucky. We wrote a complaint to Vergin M Head Office and received a few lines of apology. Can anyone find out what is going on there? I often work from home and this situation makes it extremely difficult and inconvenient to complete our tasks at home and deal with work emails. We are looking for another service provider,had enough of hasle and VM!!
Reviewer
Dim
Location
London
Date
15/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst provider I 've ever experienced in my life. I can only compare this to the 56kbps internet I had in Thailand.
You will never get the speed you are paying for, your internet will keep dropping (currently posting from my workplace. Haven't had internet for 7 days already). And when you call their support line, after waiting forever, the support guys will give you sass for asking "What is taking you 7 days to fix this?".
I wouldn't wish Virgin Media broadband even on my worst enemy.
Reviewer
Andrew
Location
South Wales
Date
12/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
For 14 months, I upgraded to 200 MBps and that's what I was supplied with. Then in September 2016, my broadband dropped without notice to 20Mbps. When I called Customer service they said this could not happen and they sent me a new HUB. Still 18Mbps on average...I called countless times until I got through to someone who knew what they were doing, apparently, due to "Utilisation" in my area, all 200Mbps customers had been cut down to max of 20Mbps. They offered me £7 compensation off my £48 per month bill - non negotiable and that's all they needed to offer under the current law. This has now been going on for 8 months and they have promised every 3 months that the issue will be fixed. It has not...I will be leaving Virgin at end of June if they haven't solved the "utilization" problem. I have to call each month to claim the £7 and almost every time they say this does not exist, and offer me a new Hub, I get cut off when they transfer from Customer service to Technical Customer service ! They may claim to have the best broadband speed results in your area, but do not use them for Broadband, they are useless and the customer service in India is shockingly poor. I also left Sky and went with them for tv with TIVO - another regrettable action which I will be changing next month.....
Reviewer
Bil
Location
Grantham
Date
12/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
have neen with Virgin for 5 years but lately the internet is always down, you cannot speak to a human being , forever getting message" We are aware that there is a problem in your Postcode and our engineers are doing everything to fix it but is is a complicated issue" this has been going on for months
DO NOT USE VIRGIN I AM CANCELLING MINE >>>>DO THEY PAY ANY TAX IN THIS COUNTRY OR IS IT ALL OFFSHORE
Reviewer
James
Location
Bristol
Date
12/05/2017
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Have to say coming from having Blueyonder then Telewest and then on to Virgin media. In all 3 instances I have found the customer service hit and miss, sometimes they are great other times you get someone who doesn't speak English very well and getting your point across is very difficult. with regards to Broadband.. absolutely the best. solid 220mpbs / upload of 12mbps+.
people tend not to say anything if they are happy so you will see a lot of negative comments. I have had Virgin in its previous branding since 1999(dialup!) I am now paying £43 a month for 200mb BB, home phone and full house TV package)
Reviewer
Laura
Location
Ilford
Date
12/05/2017
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
My complete service has just been disconnect as a THIRD PARTY phoned them and told them I was moving- I am disgusted by this. I cannot comprehend how this has even been authorised.
Surely Virgin should only suspend the service when actually speaking to the account holder.
To make matters worse the customer services agent I then spoke to lied to me and said they had been in touch both over the phone and email to confirm with me.
If you screw up this bad at least have the back bone to admit it and apologise- how you have the audacity Virgin, to claim this has been authorised is disgraceful. you need to better train your staff and ensure they understand company procedure.
Reviewer
Blend Fathullah
Location
Nottingham
Date
11/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Big mistake when contracted with VM, I suffer headaches with them from April 2016 to May 2017, even I asked to cancel the contract, suspend the service but they continue provide me with very low speed broadband. Not recommended, they sell 10MB/sec for the price Fiber 50MB/sec.
Reviewer
Jamez
Location
Hampshire
Date
11/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I'm rarely driven to complain but virgin media have been so bad that it's too much to take. If it works you'll be ok but if not its big trouble. First they sent me the wrong hub so no Internet. It took 4 hours of the rudest customer support to work that out alone. They sent a new hub which was left in the hedge for me to collect. Then they sent me a mobile simply I didn't ask for and charged me for never using it. Phoned up and eventually got money back. Then the TV service failed and they couldn't visit for over 2 weeks to fix it. At that point I tried to leave but believe me when I say they don't let you. Try to phone and leave and nothing happens! It took me 2 days to get them to accept it. I left in Feb and they continued charging me monthly through into may. Again on the phone they adMitchell the fault and refund. Then they send packages to return the equipment and I take it to the collect point and it's refused because virgin have sent an old postage barcode. Again on the phone and more labels are sent. They're completely incompetent and you put yourself at risk by getting into a contract with them because due to their own failures they could easily end up charging for equipment they lost in the return process. If you don't pay then collection agencies will visit. I'll never go near them again if I ever get free of them.
Reviewer
Kevin
Location
W3, Acton London
Date
09/05/2017
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Virgin have the most disgusting Custer service I've seen since I've had internet have hung up on me 9 times today and kept putting me to wrong departments then to make it worse said they can help me with my question then to be told from there Scottish department they can't realy unhappy such a big company making so much money of people but horrible custermer service is wrong wen your a customer feel stressed and alarmed now way I've been treated from 24:00 to 19:19 to be told now there closed terrible do not recommend
Reviewer
Andrew S
Location
Gateshead
Date
09/05/2017
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Have been unable to sign into email for ten days, says password incorrect - I haven't changed it. Almost impossible to speak to a human or chat online to discuss the problem . Very poor service and very time consuming.
Reviewer
Lisa Jabe
Location
Windsor
Date
09/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had Virgin at my last property, had a couple of issues but nothing major. Now at my new property I have had nothing but problems. Can't even use it most days. Very infuriating when there is no urgency to help or anyone to understand what I am saying. I am appalled at the amount of money they charge for their services and the customer service is so bad. Since the broadband has been installed I have contacted Virgin nearly every day for the last 3 weeks and spent over an hour on the phone each time. They finally agreed to send out an engineer but I would have to wait 6 days. I have just checked to make sure the engineer is still coming at the alloted time given to me and it has changed. Why can't they contact you to notify the changes? Very poor customer service.
Reviewer
andrei
Location
stairfoot
Date
08/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
it is now almoust 3 weeks from when i started to have problem with my broadband ,i have called customer service from the first day when i had no internet, and they told me that is nothing that they can do and that the problem will persist till 2th of May, now we are in 8th of may and still no broadband.daily i had 5,6 hours of broadband at the middle of the day.last friday(5th of may) i called them again , they managed to start my broadband wich have worked well til now monday(8 of april) and today at 16 00 again no broadband, i am a profesional poker player, that means i use the broadband to make money from home, in the lat 3 weeks i was disconected from my game several times, i couldn t log back in till the next morrning , every time, i lost loads of money because of that ,and i can prove that.
Reviewer
phil child
Location
telford
Date
08/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The company appears to a dislike to doing their job and its a nightmare trying to get them to do their job.
I decided to try virgin, I paid for the installation and a date was agreed, I canceled BT and waited. On the date, they were due to come and install the super broadband. , they then tell me they can't do it as there is no cable in the street and I'm looking at a further 6 weeks. dismayed that they left it so late I canceled. Fortunately, BT was a little more professional and sorted me back online same day.
Virgin then says that the installation payment would be refunded, well, a number of phone calls and being passed about as well as being put through to departments that were not there, after 9 weeks I'm finally being told its on the way...we wait even more.
if they just did what they said they would. then maybe it could be a different review
can not recommend at all
Reviewer
Karolina jasinska
Location
Radcliffe
Date
08/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just don't do it. No internet at the weekend - standard. No possibility to talk with customer service - all of them send you to other person and saying there is no problem. No help with troubles - only other offer to sign. Terrible speaking English operators. Never more contract with virgin.
Reviewer
chris yale
Location
dudley
Date
07/05/2017
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
expensive really but the best i can get. everything else is poor 3mb via telephone line.,
Reviewer
Mak
Location
Grantham
Date
07/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I can't access Virgin Media website from my computer (Win7)
I think, that all my Internet Security is too much for them.
I can access them (website) from another computer
It means, that my PC is "too secure", to get them access into my privacy.
Never before had this experience on other websites, like Yahoo, Microsoft, Apple, Samsung, .....
it means, that they want to spy me at all - if not - I can't access (load) vergin Media website! on my web broser (Firefox)
What do You think about it?
Thanks
Mak
Reviewer
Sam Tallis
Location
Claygate
Date
07/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful. Don't bother with Virgin, you don't get anywhere near the speeds you pay for. I live about 20m away from the junction box and i get awful speeds. Another fun trait is that the internet just decides it wants to disconnect, it does this extremely frequently. Waste of money, don't go near Virgin.
Reviewer
DrinksMonkey
Location
Glos
Date
07/05/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Great service, had no real problems except for a replacement Tivo box as the hard drive failed. Speed is great and had no problem with the routers. Too many moaners,don't complain about the speed unless you are hard wired into the router, I don't care if your 1nm away from the router WiFi is shared bandwidth so your neighbours could be using it all up!
Reviewer
ruslans
Location
London
Date
06/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Can't recommend to anyone. Customer service below acceptable. Not possible to get to right department, always on hold or call drops after 20 minutes of waiting. But if you want to switch to this provides you will be connected to right department in second. Using virgin media for a year and never have promised speed. My package is 50 meg, but max was getting is around 30 to 35. Will leave them as soon I will be able to so without charges.
Reviewer
Lorraine clements
Location
Derby
Date
06/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Terrible service package includes Catch-up and Demand unable to get these several phone call excuses every time will not be renewing contract you don't get what you pay for
Reviewer
matt
Location
southbourne
Date
05/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
disconnected my internet connection without my permission, 48 - 72 hours to get reconnected still nothing, only a sorry no compensation or anything useless customer service been with them for years. wouldn't waste your time with them use a different ISP.
Reviewer
Anna
Location
Colne
Date
04/05/2017
Ratings
Customer Service
2.00 stars
Comments:
Shocking service in Colne no where near 100mb, definitely not worth the cost you will be much better with a cheaper service from someone else. i was sold a contract where you can downgrade at any time only they don't tell you when you downgrade you enter into a new 12 month contract, and they hide behind the terms and conditions. Very angry to find this out when i should have been downgrading and saving money - i am currently paying for services i don't even use. Very sneaky - beware!
Reviewer
Julie
Location
Iver
Date
04/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not bother, the customer service is completely unacceptable, I don't want to even give them 1 star. I transferred over to a new package, given a different tel number without my permission, took 3 calls and 6 days for Virgin to resolve and reinstate previous number. I placed a complaint and told I would be called in 24hr hours - that didn't happen. I called to chase up my complaint and the manager refused to take my call and said there was nothing they could do. So I am now taking to social media.
Reviewer
N Scott
Location
Hampshire
Date
03/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Avoid. The most unhelpful Customer Service department. Took 3 weeks to get service up and running after a catalogue of failures and no offer to resolve or propose suitable compensation.
Reviewer
jason
Location
norwich
Date
03/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Over selling packages, capping UPLOAD SPEEDS and DOWNLOAD speeds during peak hours due to a weak network infrastructure, customer service are underqualified and poorly trained, Hub 3 can't portforward or open ports which makes gaming a living nightmare and uploading frames. Virgin need to upgrade the network with more lines, servers, switches and routers and compensate customers with 50% off a years package.
Reviewer
steve
Location
Newtownabbey
Date
02/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had no problems until they oversubscribed my area, then speeds absolutely plummeted during peak hours. (below 10mb on a 200mb contract).
This is a dirty trick by Virgin, knowingly selling broadband to people when they know that their infrastructure can't provide the advertised speeds.
I cancelled today, but they would gladly sign up my neighbour for 200mb tomorrow. Think about that. Should be illegal.
This is a KNOWN ISSUE and I urge you to google it before signing up with these crooks.
As for the offshore call centres... nightmare.
Reviewer
Wilson
Location
Darton
Date
01/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not good at all very very slow infact rubbish
Reviewer
Dr Wallace McNeish
Location
Edinburgh West End
Date
01/05/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Reliability
5.00 stars
Comments:
Virgin fibre promises speeds of up to 200 Mbps - I average between 25 and 30 Mbps at best and my computer is literally beside the network router. Unfortunately there is no good alternative in my area which can offer a full TV and phone package as well - so much for the market delivering quality services and product!! Phoning Virgin to communicate issues is difficult as the Virgin Rep often does not understand a Scottish accent and frequently records information wrongly. Unfortunataly the accompanying TV package does not give access to Sky Atlantic, the Virgin TV interface is badly designed and the Tivo box often freezes while the wi-fi range does not cover my whole flat. I would like to move to SKY fibre if at all possible but surprisingly it not available in central Edinburgh.
Reviewer
Rachel L
Location
Glasgow
Date
01/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I would not use Virgin Media unless I had no choice. We are renting and my landlord will not allow us to install a regular phone line so we have to use Virgin Media for broadband and phone calls. It is shockingly expensive, and they keep upping the price. One month I was charged £135 for phone calls abroad. I had asked if there was any way to avoid the astronomical fees for calls to the US and, after about 30 mins with customer services, they concluded there was not. After this bill someone else at customer services told me I should have paid yet another monthly add-on to avoid these charges. They give conflicting information, the charges have increased since signing a contact with them, and it took 2 weeks to get broadband turned on, in which time we missed the Olympics. My kids were gutted, especially when we passed the billboards featuring Usain Bolt, saying how fast Virgin is! Broadband is not reliable and cuts out. i would strongly recommend a different provider.
Reviewer
Jamil
Location
Isleworth
Date
30/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I took awhile reading some of these reviews and can whole heartedly conquer with the negatives.
I've been with a few providers and Virgin media has been without hestitation the most unreliable.
Boasting fast internet speeds when performance at times gets worse than the Sky internet service I had back in 2010 (and they were rubbish).
During my time with Virgin it involved praying for the service to be ok. I recall paying to watch the Mayweather vs Paquiao only to have the internet cut off in between missing nearly 4 rounds of boxing. Lately, the internet still cuts out and it's always conveniently been when the customer service lines are closed. It's like I'm paying for a daily fix from an unfaithful wife haha.
When ringing customer service my brother and I like to bet on a few stakes. Estimated time of wait and the number of times they'll juggle us from colleague to colleague. My brother always wins because I'm a nice guy and give people the benefit of the doubt. Wait times have averaged 30+minutes between 3-4 "technicians". They'd provide a fantastic radio service with the choice of playlist while on hold haha.
Bottom line, my experience says stay away. The service is in no comparison to what it was years ago. I'm balding now as no internet meant my work not being done, no work meant no job, no job meant no money, no money meant little nourishment; causing vitamin D deficiency and ultimately hair loss.
Moral of the story ... if you love your hair, hate Virgin Media!
This message was bought to you buy a mobile internet service. Lolol
Reviewer
Gemma
Location
Nottingham
Date
30/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have been with virgin media for a number of years and im leaving so my partner can ring up as a new customer as you get a better deal yet when you have been with them for years and are a loyal customer you get rubbish deals ridiculous that you have to cancel so your partner can get it a better price for the same address
Reviewer
Stuart
Location
Sutton
Date
29/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
We're leaving Virgin after 14 years as the service has dipped over the last couple of years and we're now paying through the nose for poor service. For two years they kept me on a 30mbps service despite telling me they had upgraded my line, but that was adequate for my needs. The biggest problem is wifi has become unreliable over the last 2 years. I'm frequently having to reboot the router and often find myself tethering to mobile instead. I expect the router hasn't't kept up with home tech but despite repeatedly calling CS for help, they never offered to upgrade it. Virgin Media only offered a new router the day I phoned to cancel, but by then I'd already signed up to a new broadband deal at close to half the price. Staying loyal to Virgin has cost me a fortune. Now that I'll have an OpenReach line (which everyone else uses) into my house, I'll be in a better position to review regularly and stay on the best pricing.
Reviewer
Steph
Location
Harrow
Date
28/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute lack of communication between departments and very unprofessional. I contacted sales rep as per instructions to cancel contract within the 14 day cooling off period. Got the usual but madam spiel. Was told contract would be cancelled. I asked if I would get confirmation and was told I would. Not trusting the rep, I emailed virgin media to confirm cancellation. Then a week later I receive a text saying they would be connecting me, replied to text that I had cancelled. Their reply to this was to not worry and they would phone me before installation day, next day they phone me on my mobile and leave a message re installation time and date.......sheesh. Company need to replace their workforce with a competent one!
Reviewer
Frazer broomby
Location
Twyford
Date
28/04/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Uncontrolled prices, broadband drop out, impossible to contact customer service and banal / transparent telephone system to bore you into giving up. Incredible that such appalling service survives - I pay A LOT to these guys. Moved mobile & will move TV. Soooo disappointing (& offensive).
Reviewer
Steve
Location
Ashford
Date
28/04/2017
Ratings
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Been with virgin 1 month . Had a problem with first bill as changed job so contacted to discuss. Advised no problem no interruption to service until next month. 2 days later cut off !!! Called to ask why and was told needed to pay £25 to start the service again ??? Riddiclus even went though foot steps and reviewed call I was told he had given me the wrong advise and i still needed to pay. Had I been given the correct advise initially I would have no problem. However I based my finances on their advise two days later they cut me off. Disgusting and even when told they would be losing a customer as id be ripping the router out and also the disgusting mess of an installation porely executed leaving my brick work untidy the cable twisted and not straight out of the wall. So in summery customer service terrible and id also like to mention I use for Xbox live where when playing fifa constantly lags almost every game. When I asked technical team they tell me I need faster speed??? When I ordered I told them I used mainly for Xbox live this is the package recommended??? Stay away nothing has changed here since the days of NTL poor service and lies with no balls to rectify the situation !!!
Reviewer
John
Location
Ipswich
Date
27/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Fast broadband speed however sick & tired of the lies & being held to ransom.
Virgin they say they go into space they go 3/4 of the way & cut corners with the testing & now it's doubtful they will go at all. They have very pretty trains that are the most expensive in the world and their tivo box & broadband looks smart but clunky very slow streaming .But what I hate most of all with the sneaky price rises are the sickly smarmy staff with sass and attitude who have been told to ruck off for 18 months at least. Sold a Sky package by a girl called Dildo ! I dare say I will be slagging them off next,
Reviewer
Pam
Location
Esher
Date
27/04/2017
Ratings
Satisfaction
3.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Reliable service from Virgin but speed has deteriorated. The price keeps increasing and discounts have a finite timespan. Need to keep calling back to bargain each 6 - 12 months, which is a real pain and shouldn't be necessary. A shame because the service is far more reliable than BT.
Reviewer
Deepak Uniyal
Location
Watford
Date
26/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely pathetic and unethical service. They carry out works without even informing the customers. No one is ready to listen and absolutely illiterate customer service reps. Even the technical engineers don't know any solution except restarting the router ! Will never ever subscribe to Virgin Media and would advice others to stay away from this scam.
Reviewer
Phil
Location
Peterborough
Date
26/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After surveying my property Virgin agreed to instal cable to my property 50m from the road. On installation day they terminated my existing phone and broadband. Then the installation contractor refused to carry out the installation. Installation was moved from Installations to construction and was advised of a 6 to 8 week delay. Endless phone calls later after 7 weeks virgin terminated my contract leaving me without phone or Broadband and £120 out of pocket
Reviewer
Robert McKellar
Location
Corby
Date
25/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Signed up to a shopping vouchers incentive to join Virgin Media. Vouchers should have been here after 28 days from 1st September. Nothing sent.
Chased in November and was promised within another 28 days. Still nothing sent.
Chased again late December. Was promised within 2 days. Still nothing.
Also hiked the price up one month into the contract.
Don't have an App. Can only log in through browser. Can't email them. You have to call and it takes 20 minutes for them to answer the phone.
TiVo box much slower than Sky's equipment and less user friendly.
Don't recommend this company at all. Should have stayed with Sky.
Update: Asked for the complaints procedure on Twitter. You can't email complaints so had to send it in the post. The wrote back a few days later on 27th March saying they would respond in full within 14 days and that they would call me. 18 days later and still no reply or phone call. Appalling customer service
Further update: Finally got a reply 38 days after the original complaint and only after I chased repeatedly on Twitter and sent LinkedIn messages to the CEO and other Senior Managers.
Ironically the reply came by email, after they originally insisted on a postal complaint. The response was completely impersonal and said they would not provide any meaningful compensation because I am on a "residential service account". No explanation was given as to why such an account would not be eligible.
Cheekily they then gave an 11 day deadline for me to reply to their response that had taken 38 days to arrive. Very poor customer experience.
Reviewer
Kirsty Stirk
Location
Preston
Date
25/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I recently switched to Virgin media for the whole telephone, broadband and internet package. BIG Mistake. From the installation, as very poor service. No ownership of correcting mistakes, managers supposed to call you back and follow up and see through the job, (not doing so) no ownership, no continuity with people dealing with problems. Internet poor. Catch up etc does not work. Telephone line not working. Just Shocking. I have made numerous calls and attempts to speak with managers or agents who I have already spoken with and no success. Passed through to 6 different people on the phone and the 6th hung up. We are no on the 25th April and since having it installed on the 1st April corrections and problems not fixed. Needless to say I have cancelled my contract.
Reviewer
Nick
Location
Nottinghamshire
Date
24/04/2017
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
When we first got Virgin Broadband, it was brilliantly and consistently fast. Much faster than we'd ever had before with any other ISP. But things started to change after a while.
Eventually our speeds decreased. Not by much at first. We usually got 200mbps but not it'd gone down to around 170 or so. But it gradually got slower and slower, and now we get about 25% of the speed we're supposed to get. Our upload speeds have stayed the same, though.
Occasionally, it'll slow down so much that it's barely unusable. This can last anywhere from an hour to a week. Then suddenly, without any apparent reason, it'll be faster again.
We've been given a refund for their terrible speeds.
For the initial speed, it's great, but it's not worth it in the long run. Their customer service is average. Online chat is never available so you have to ring, and you'll be on hold for a while.
Best off going with someone else.
Reviewer
Richard
Location
Chorley
Date
23/04/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Excellent all round.
Reviewer
Mark H
Location
Derby
Date
22/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
5.00 stars
Comments:
Customer service at its worst. Called to ask why we are paying 30 more than new customers. Was told that "that's for new cuatomers" when I told hem we have been with you 18 months, the response was sorry it's for new customers. Asked for an email to verify to verify that they said "sorry we do not have the ability to email customers" when I asked why she became ultra defensive and hung up. Voices never raised by either but wow a media company refused to email their own client. The worst I have ever eperented. Asked to speak to a manager was told the manager will not call you. Stay away!!!!!!!!
Reviewer
abdallah darwich ajjour
Location
London
Date
22/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't go with them west of time and money
Don't even think about it another provider with be
Better then this stupid people
They booked me and came two hours late
Did not do the job
And now they said it's going to take 6-8 weeks to be done
Reviewer
Robert B
Location
London
Date
22/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Unreliable and unstable network, speeds vary widely from hour to hour, day to day. Support service is horrible, bordering on offensive.
Reviewer
Debbie
Location
Date
21/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst choice I ever made moving to virgin signed up for 100mb download and only get 10 mb plus enter net goes off and on rang up about it tyred to explain what was happening and they just hang up.
Reviewer
Jon
Location
Southampton
Date
21/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I signed up to a recent offer, £30pcm for 100MB broadband with phone line thrown in for free. Almost 8 weeks later and no phone line still. Because they didn't install phone line they didn't charge me correctly, so I ended up being charged an amount by direct debit that was false. Customer service team are a bunch of idiots, call centres abroad, get cut off after explaining problem to numerous people. Shambolic service while Branson no doubt swans around creaming the profits. I'd rather pay more and receive proper service. Cancelled with no penalty as Virgin Media in breach of contract.
Reviewer
Tracy england
Location
West Yorkshire
Date
21/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Sqeezed on extra charges, cut off when speaking to Custemer services. Lied to staff on phone lines acted in spite. Loss of connection. Given freebie then charged. Promised Taylor made packeges do not get it charged twice for a phone line I cannot use total phone line charge I cannot use is £28 charged for two film channels I was given free for loss of broadband got charged £21. Total price of my monthly package was £91 A MONTH tried to sort this over several months was told THATS CHEAP IN COMPARISON TO OTHERS I called virgin lists I was told to not say that or I'd be cut off and to top it off tv signal keeps going so no connection and one more thing Richard Branson no longer own the buisness the shop in my home town told me this when I called in to sort out this rubbish so called package I have with virgin by the way the shop is just a smiling advert they said they could not help me either in the end I threatened training standards ombudsmen were unless this is not sorted fully I will continue to go through with as I have all proof I need to show trading standards how I have been lied to
Reviewer
Nick Bowdon
Location
Hythe
Date
21/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I decided to swith to Virgin from BT because it was cheaper and faster.
2 weeks before the installation date Virgin's sub contractors laid a cable across my lawn, instead of along the fence, when I was out. No attempt was made to contact me beforehand. I rang Virgin several times to complain, and to make sure they would move the cable on the installation day.
The customer service is totally useless, they dont seem to be able to actually do anything about a complaint, and their English is not good.
On the day of the installation, the engineer told me he was not allowed to move the cable, so it was not installed.
I have now cancelled my order, and would recommend everyone to avoid Virgin.I accept that mistakes are sometimes made, but I can't accept the company not putting them right.
Reviewer
Stephen
Location
Bradford Yorkshire
Date
21/04/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Totally unreliable broadband at least 2 or 3 times a day the speed drops below 1mb rubbish wouldn't recommend to anyone
Reviewer
Blend Fathullah
Location
Nottingham
Date
20/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have contract with virgin media 50MB/sec and receive only 10.04MB/sec !! Virgin media charges me £ 103 while I am receiving around 10MB/ sec this is 10% unfair !!! This is one year they are saying " we have problem in your area and we will fix it asap" Here I tell all don't trust virgin media you will cause sever headache with them, DON'T waste your time and your money !!
Reviewer
Lee
Location
Oxford
Date
20/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs
dreadful customer service that is unapologetic and unrepentant.
we had numerous emails and visits, agreed an installation date and was told to cancel our existing broadband provider for the day after installation, so we did.
received an email 4 days before installation only to be our date was cancelled and we had to wait 8 weeks, after spending an hour on the phone with no apology and speaking to several departments, we eventually cancelled everything, then had to spend another hour to my existing provider to try to reverse the cancellation which we couldn't and had to take a new contract just to keep our broadband active.
Never ever would i use this company again.
Reviewer
Ex Branson fan
Location
notts
Date
20/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ON GOING PROBLEM FOR YEARS SLOW INTERNET THEY KEEP SAYING WORK IN THE AREA THEY TAKE DAYS TO COME OUT AND PUT A NEW SUPER FAST BOX IN ITS WORSE !! BE WARNED THEY CHARGE YOU FULL PRICE FOR THIS SERVICE TOO NO COMPENSATION CRIMINAL
Reviewer
Dane
Location
Solihill
Date
20/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Aboustley utterly disgracefully disgusting service I would advise anyone thinking about joining virgin to forget it nothink but a joke.me and partner working professionals and I booked today of work with insight that a technican was coming out to install it all,I've rang up to double check and apparently thier isnt even a call log to say we have spoken to someone yet we got thrown in to have a sim card thats part of the package and funnily enough that's all they can see on the system.yet the woman spent an hour an half on the fone organising a technician installation that hasn't even been booked after asking a 1,000 questions and seemed stupid like she didn't have a clue about her job.virgin media fix your self up.thiers one word and that's disgusting horrid people to speak to and deal with.gone elsewhere.
Reviewer
Om
Location
Huddersfield
Date
19/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Worst company to deal with. They could change price any time and then black mail you.
Reviewer
Callum J
Location
London
Date
19/04/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have problems every week with one of the best packages, their excuse this week was 'we are upgrading other people'
Reviewer
Bronwen Hunter
Location
Leicester
Date
18/04/2017
Comments:
Dire service just spent 40 minutes waiting for a reply. I know I need a new remote - changed batteries and still no light showing - can't there just be a simple checkbox on line for things that really don't need a phone call? Missed to programme tonight because other half has meeting in main room and can't use second box.
And charges astronomic after 'bait' prices end - far more than we were told they'd be. Def time to look at alternatives.
Reviewer
Amy
Location
West Yorkshire
Date
18/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The Virgin Broadband sometimes goes off and doesn't come back on for a while and when had TV channels and movies they kept freezing.
Reviewer
Richard Bailey
Location
Edinburgh
Date
18/04/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I have been a customer of Virgin Media for many years now and never had any major issues. They usually get problems sorted out eventually and the speed of the broadband is good. My major issue is the way they treat their customers. Firstly one month into my new contract they increased the price with some half baked excuse of 'Improving user experience'. My recent experience with them has been very disappointing. Due to my landlady deciding to sell the flat I am renting I have to move property. As such I am 6 months into a 12 month contract with Virgin and I therefore have to stop the service at the place I am renting. Virgin don't supply the area of Edinburgh that I am now moving into which means I can't take my account with me. The result is that I am being charged a disconnection fee purely because they can't supply me with a service in a new area. It is very unfair and I feel that I am being penalised for their failure to provide a service.
Reviewer
nanette
Location
hartlepool
Date
18/04/2017
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
After spending about three weeks on hold, being passed from one person to the next, i am still without a phone line, my business is losing money hand over fist and I am desperate to take my business elsewhere. From one mistake to another, to another and another, no one has a clue what they are doing! its appauling
Reviewer
LB
Location
Hertfordshire
Date
17/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really poor. Poor customer service, poor broadband speed, TV box turns itself off whenever it feels like it. The engineer who came to fit the broadband is the company's only saving grace- he was fantastic- clean, quick, polite and courteous.
Reviewer
kuba
Location
Blackburn
Date
17/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It's just awful, i have 70mbs yet it works like 1mbs
Reviewer
Daniel
Location
Preston
Date
17/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
There broadband is indeed the best on the market, fastest, most reliable in my experience. However there customer service is shocking and they will rob you for every extra £ they can make through their 'mistakes'. Like logging you cancelled the contract. Not logging your referred by a friend discounts. They will charge you the full length and cost of your contract if you move house and they can't provide internet at that postcode.
We had 3 months of of super fast broadband but ended up having to pay over £300 for it
Reviewer
Luke
Location
London
Date
17/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Another day, another failed connection. For the past month, 3 days a week the broadband is unusable, and when my wife and I are both freelancers, we can't work from home at. In Sundays, the speeds are so slow to be useless, and this has been a trend for the 2 years we have had the contract.
Service faults, poor excuses, and terrible delivery has been typical of Virgin Media, and it seems that we are not the only people to fall foul of Branson's Broken Broadband.
Reviewer
Glenn Arnold
Location
Rugeley
Date
16/04/2017
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Easter Sunday and what a pile of rubbish. Trying to video call relatives and the wireless broadband has been dropping out continuously all morning. And this after a speed increase and replacement router after the last one was found to b faulty. At over £40 a month simply not good enough.
Reviewer
RF
Location
Northern Ireland
Date
16/04/2017
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Not the best network for gaming
Reviewer
Will
Location
Gosport
Date
14/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor service. It's a pity that the rest are poor too. Service continually drops out during the day with signicantly lower than advertised speeds during peak times, sometimes as low as 1% of "up to" speed. Excuses by VM are not valid.
Reviewer
Paul Rafferty
Location
Date
14/04/2017
Comments:
My mother went into hospital on Dec 12th last year, she has since been admitted to a care home & has not been at her address. She had TV & Telephone through Virgin Media, I got in touch with them to let them know she was not there & asked them to cancel her contract, as she will not be returning home. They said they couldn't cancel as she hadn't paid her bills, I would have to wait until there had been 3 months' unpaid bills before they cut her off!
I explained the full situation again & got the same answer a 2nd time. I then asked them why she was paying so much, £57.55 a month for a TV & phone package, they said she had requested a station not her basic package, they had upgraded her & it was up to her to cancel, as she hadn't she was still on the most expensive package they do. My mother has Dementia & her memory is almost completely gone, this you can tell when you speak to her. They have quite obviously taken advantage of a vulnerable adult in order to make some extra money from her
I explained that I was in the process of getting deputyship for her affairs & that I would pay the bill as soon as I had access to her bank account. They said that a debt collection agency was now involved & that they could not call them off, as it was against company policy. I made every aspect of the case clear to Virgin media on 3 occasions over the phone between the beginning of February and the end of March, but threatening letters keep coming from a debt collection agency BPO Collections
I live 200 miles away so I don't get to visit that regularly, she has some friends who pick up her post & visit her on a more regular basis that I do. I have asked them not to take any threatening letters from Virgin or from BPO to the care home as these would upset her, she is already in a heightened state due to the physical upheaval of going back and forward to hospital & from the deterioration of her memory. Virgin media have refused to call off BPO, have refused to stop sending final demands & have been rude & unhelpful.
Reviewer
Hassan Mirza
Location
London
Date
13/04/2017
Ratings
Satisfaction
1.00 stars
Comments:
Virgin media is Rip off and doing business like other UK company on customer expense I have New connection been install on 10/04/2017 till 14/04/2017 I have no service of any kind On customer service survey I write there is no service so what is customer service mean to you guys ? Since I got several calls but only lie and Excuses such as with in 24 hours your. Service will be on a or top of the range. Install Tecnician will be there area manager knows the issue etc etc but no service. Also call the virgin media For there mistakes hold up and. When ever any body come on line you only hear lies and stories. Of all kind
Reviewer
Amanda
Location
Southport
Date
13/04/2017
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I've just switched to EE due to the fact virgin could not offer me much in the way of a new deal (I don't think they are great at looking after existing customers) and the speeds I'm getting didn't warrant paying £40 a month for. I paid for the 50mb speeds but got nowhere near that, downloading games on the Xbox was particularly slow. The cancellation with virgin was a nightmare they won't just accept you're ringing to cancel, starting telling me what a terrible decision moving to EE is and that I'm a 'brave lady'. Still even at that point they couldn't match the price EE offer and I had to laugh when they tried to get me to take the 100mb with them when I already told them they struggled to supply me with the 50mb I paid for.
Reviewer
jude
Location
gloucester
Date
12/04/2017
Ratings
Satisfaction
5.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
im very lucky to have a good experience with them as all the other reviews say they are bad. ordered the 200mb fiber a month ago and was installed a week later and get 220 down as 12.5 up all day long even at peak time
Reviewer
Rajwinder
Location
Coseley bilsten
Date
12/04/2017
Ratings
Satisfaction
5.00 stars
Comments:
Jason came to fix our phone line and he did a quick and great job
Reviewer
Daniel
Location
Birmingham
Date
12/04/2017
Comments:
Absolutely rubbish Xbox is slow my Samsung s7 is slow ....just had sky q box fitted can't get 5g costing 37 pounds a month now roll on next mouth going to get sky broadband for 30 with bt sports plus my deal with sky q was amazing 30 for 18 months with sports music an kids channels you beat that you mugs
Reviewer
iain
Location
grimsby
Date
11/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
All i can say just don't go with virgin stay away if you wish for a hassle free service with your broadband.
Reviewer
Simmycrf
Location
Huddersfield
Date
11/04/2017
Ratings
Speed
2.00 stars
Comments:
Absolutely appalling from billing to reliability should never of left SKY
Reviewer
Sarah MacCormack
Location
Hitchin
Date
10/04/2017
Comments:
I have today after 20 years cancelled my contract. This is the worst customer service I have ever received. On top of paying for a service I wasn't receiving, not fixing the issue, blaming it on the fact they were having to provide the service to too many people, passing me to 10 different departments, they then had the audacity to ask me to send the box back or they would fine me!! Well done Virgin media you just lost another loyal customer!!
Reviewer
Cderby
Location
St.helens
Date
10/04/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Just spent 22 mins on the phone to virgin because the ti vo box wasnt working. Almost organised someone to come out to look at it and i noticed the aerial cable hanging out
Reviewer
Garry Grant
Location
Glasgow
Date
10/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Without doubt one of the worst companies I have ever had the misfortune to deal with. I will not bother boring you with the repeated complaints I had with their over-hyped fibre optic Phone/broadband/TV package but suffice to say I am now back with Sky who I never rated particularly highly but are a million miles ahead of Virgin. I am currently still trying to extricate myself from my 18 month Virgin contract which finished in February and they are still sending me bills for April which I must pay ASAP "to ensure no further action is taken". This is despite the fact that I was given my final bill in March which I paid in full despite my reservations that how come you start off paying a month in advance and they still charge you for the following month after you leave?. I have absolutely no intention of paying their latest bill and should I hear further my son who is a lawyer will make contact with them directly - although to actually contact Virgin is nigh on impossible and if you do get thru (they can email you but you are not allowed to email them back) then to actually get anything in the least bit comprehensible from them!!!!! Well just try it. No for the sake of your sanity please don't. I could go on but enough said, don't touch them with a bargepole.
Reviewer
Humphrey
Location
Cambridge
Date
10/04/2017
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Comments:
Very intermittent internet connection; often goes off and has to be rebooted countless times every day.
Customer service appalling: incorrect details logged their end; very abrupt manner on the 'phone from staff.
Very difficult to feel satisfied with overall service.
Reviewer
Chris
Location
Ilford
Date
09/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ordered virgin Broadband/TV/Phone and they booked an engineer to come out within 3 working days, result,!
then nobody turned up, we phoned them to be told we had waited in for 6 hours for no reason as it had been cancelled and put back two weeks. A week later we have an email saying it's been put on hold, so again we phone them, to be told 5 days before we can find out what date they will be actually booking an appointment to come out, no the appointment date just when they can tell us the appointment date. And all they can say is "sorry there is nothing we can do" so thanks virgin for nothing! We cancelled our original provider and have now been weeks without a landline or broadband! As a company we have found you to be unhelpful, unreliable, inconsiderate of your customers and there needs, total unhelpful and I would suggest anyone reading this to stay well clear!
Reviewer
Jake hattersley
Location
Castleford
Date
08/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Gone off 5 times today absolutely shocking service goes off all the time and had enough now we are switching to sky broadband
Reviewer
Mabel
Location
Harlow
Date
08/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Shit service; NO service and they say they can only send an engineer Wednesday next week!!!!!! What planet are they on??
Reviewer
Shiva
Location
UK
Date
08/04/2017
Ratings
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Horrible liars. They make you sign up for a 1 year contract then if you move your service they force you into a new 1 year contract regardless of how much you have left on your contract. If you refuse to sign up for a new 1 year contract they force you to pay out the remainder of your previous contract before you can cancel. Horrible company!
Reviewer
Jog on
Location
Lies
Date
08/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish... charging a lot more money than should be. Now still on hold after two hours... on going... at first refused a manager.. and still not spoken to one. Everyone is better off with sky 100%. We also have a crap box now which keeps messing up which also means I have fuck all for my baby to watch that's suitable for her age. Me and my partner are screwing over a lot of things. #RIP OFF #LIARS
Reviewer
Elize
Location
London
Date
08/04/2017
Ratings
Customer Service
3.00 stars
Comments:
Well what can I say other than, STAY AWAY!!!
I use to be a loyal Virgin customer for years from 1998 before they became Virgin, till 2015. The service was good when it worked, but when there was a fault it took anything from a week to 3 weeks before an engineer could be send out to find the fault, at one point I was left for 3 months with no service, and was told my line from the road to the house needs replacing. On the day the engineer was booked he didn't turn up, after a huge fight with someone on the phone they send an engineer the next day and the problem was fixed in less than a half an hour. Finally when my service went down again just before Christmas 2014 and I was told I will have to wait 3 weeks before an engineer could come out and find the problem, I had enough, and changed to BT.
I wish I could say that was the end of my story, but it's not. BT's service was more reliable but intermittent and just not as fast as Virgin. When the internet went down it would be off for 10 - 15 min a couple of times a day, but all ways came back on, but irritating enough to encourage me to make the leap back to Virgin.
BIG MISTAKE, HUGE!!!!!!
I was suppose to switch back to Virgin on the 31 March 2017, the engineer turned up as planned. He installed everything that needed installing, but the internet would not connect. I was informed that there was a fault on the area line and the internet should come online by 6pm that evening, and with that he left. Well six o'clock game, and no internet, and along with that no TV service either. I phoned Virgin and after all the usual checks was done, I was told they will have to send out another engineer. As per typical Virgin, no engineer was available till the 7th of April 2017. Not the best way to start, but I agreed and was hopefull that I will be back online the following week.
On the 7th the engineer turned up as arranged, it took him less than 30 min to inform me that the line from the road to my house was dead and need replacing, which apparently should have been picked up the previous week and fixed, but was missed. I was then told that they will have to book another team to come and replace the line, and as this is a new instalation should happen within a week and a half and some one will phone me later the same afternoon with a date, and he was on his way by 11:30am, with me waiting for the call. No call came so by 4:30pm I phoned Virgin. From that point onwards I was send from pillar to post talkeing to several different call handlers, all vriendly and trying to help, but with no answaer for me. The last lady I spoke to Friday evening promised I would be called before 8pm with an answer, but the call never came.
So this morning Saterday the 8th of April 2017 I rang up again. Was then again passed on to the relevant party, a very friendly and helpful young lady, who was left to give me the bad news that the new line will not be installed before the 31st of May 2017. I was speechless to say the least. I told her that that is absolutely unacceptable and cancelled everything there and then. I was told that I will not need to pay any cancellation fees seeing as I have not had any service from them since the day I switched to Virgin, and that they will provide me with the relevant packaging to send their equipment back.
I immediately phoned BT and switched my service back to them this morning. I would have been far better of leaving well enough alone as I will now be with no internernet till my switch over date with BT witch will be on the 25th of April 2017, but at least it will be more than a month earlier than it would have been had I stayed with Virgin.
All I can say is that none of the service providers are perfect and that the lure of faster broadband speeds from Virgin sounds enticing, but until they can back that up with better customer service and more reliable and acceptable engineer appointment times. Their internet can be 10 or 20 times faster than everybody else's, but if there is no service the speed really make no difference. Maybe instead of trying to provide faster speeds than everyone ells in the market they should start by trying to deliver reliable services first. No connection will always be the slowest connection!!!!
Reviewer
Warrick
Location
London
Date
07/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've had terrible service from Virgin Media so far. I switched to Virgin in February this year and was given an installation date of 14 March. The evening before there installation was due to take place, I received an email from you informing me that the installation had to be postponed due to cable issue external to our property. At that point, our subscription with our previous service provider had expired and we were given a later install date of 10 April by Virgin. We have now been sitting for almost a month with no internet connection in our flat, but expecting the installation to finally occur on Monday. However, the installation was yet again postponed (with an indeterminate new date) this evening. This occurring again just one business day before the installation is due to take place. Upon phoning your customer service desk this evening, I was given no reason for the current postponement and offered no temporary internet solution. Really bad service.
Reviewer
Henderson
Location
Glasgow
Date
07/04/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Quite simply the worst company ever to have to deal with. If everything is working then it's fine, but as soon as you need to contact them it is pure hell.
At the end of last year and the start of this year I had no internet access for nearly 2 months, every time I called them I was told it would be fixed by 4 pm the next day (after an average of 1 hour on the phone each time).
When I tried to cancel my contract by phone I was harassed into talking to another department who couldn't help me and the call was ended (without my contract being ended)!
Reviewer
Rob Cur
Location
Blackpool
Date
06/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
At time of writing I have been a Virgin media customer for Six Years and five months - continuously. Due to a financial change in my circumstances I felt to need to sacrifice or reduce one of my virgin media services to make my monthly bill more manageable for me.
My orignal 18 month minimum term contact Long since expired and have been on rolling 30 day deal ever since.
So I call the help center and explain to them in full honestly my circumstances, telling them i would like to reduce one of my services slightly, to make monthly cost more manageable .. " Yes sir" I'm told, simply sign a new long term contract and we'll see what we can do for you on it.
No I say, I didnt ring to sign a new contract, I rang to tell you i'm happy stay with you I simply want to reduce one service to slightly lower the monthy costs, I'm long since out of contract so this shouldnt be a problem
No problem at all sir, but we cant adust your services unless you commit to a new long term contract.
me " So you are telling me i cannot add or remove or adjust my services at all in any way, without signing a 12month+ New Contract" "correct sir"
Now is it just me, or are they not only hancuffing themselves, but the customer too. Not to mention trying to blatently force a new contract upon them.
I was perfectly happy to stay with them on my current 30 day rolling arrangement, I simply wanted to sacrifice my high speed internet - for medium speed internet, to save a few pounds per month. So i'd still be their customer, and still paying them a near 3 figure per month amount. But NO apparently not good enough, outright told i CANNOT alter/adjust my services at all without signing a new long term contract, despite being in my 7th year of custom with them,
Result, terminated my services with virgin media. so their utter ridiculousness in being unwilling to HELP , costs them a long time customer AND hands me over to a rival instead for the same services.
well done virgin media well done.
Reviewer
Johm
Location
Pilizia
Date
06/04/2017
Ratings
Satisfaction
1.00 stars
Comments:
Please avoid virgin broadband due to their poor speed.was getting 50 Mbit in morning and 1 or 2 in evening!!!!! Went on for 7 months.customer service is very hard to contact and inefficient.cancelled at no extra cost due to their poor product.i could not watch i player in the evening!!! I have now switched to BT infinity and i am getting 51 Mbit in the evening!!!!I will report virgin to ofcom as they misled me all along.they only succeeded in damaging their brand.do not do not do not believe their rhetoric on their website.you have been warned.
Reviewer
salah
Location
plymouth
Date
05/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
very bad customer service
slow broadband
Reviewer
Ryan
Location
Huddersfield
Date
05/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service lady I spoke to was very rude not helpful at all put the phone down on me how professional she didn't want to hear about my complaint
Reviewer
Sky Boy(again)
Location
wolverhampton
Date
05/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Nearly returned to VM after a 7yr absence.Signed contract for top package with an install of 6/04,and after a week of contacting the worst customer services ever.No one could promise a completion of install on due date,bear in mind a new cable needs to be put in under the highway.
Thank Goodness i cancelled at the eleventh hour,and rescued my Sky termination.
Will never ever consider VM in future,as they are rubbish.Being a communications supplier they are unable to communicate to there customers.
Reviewer
Mr G
Location
Mitcham
Date
05/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So long as you don't need to deal with their staff you are OK, Woe betide anyone who has a fault as they are hopeless, inconsiderate, complacent etc...
Reviewer
Jon harwood
Location
Romford
Date
04/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I joined virgin media on 17th of March after 12+ years with BT because the TV package looked better. While with BT I had NO internet/broadband issues at all but since being with virgin I have just had NO broadband at all. For the first few days I had an Ok broadband in the room where the hub is located but this disappeared if you even thought about going into another room and upstairs is a definite no go area. I phoned the engineers who said I should try manually selecting the best channel on my hub or I would need to buy boosters at my own expense. I went through all 13 channels and guess what, still no coverage anywhere other than within 2 feet of the hub. I explained that I never had this issue with BT even though the hub I had was about 2 or 3 years old and I was told that some services from virgin, like the TV packages are better but the broadband might not be so good, but you can’t have it all! I bought the boosters and plugged them in but then the following day lost all service completely. Phoned the engineer again and he said it was an area outage. When I voiced my concerns regarding the fact that after only a couple of weeks with virgin I had experienced more issues than I had with BT in all the years I was with them, I was told that there were always problems but this was to be expected. I was assured my service would be back up and running by that afternoon. I got a text message telling me the issue had bee resolved and I could now enjoy the service I pay good money for. Unfortunately, NO, I still had no internet at all. Phoned the engineers today and they helpfully told me that I was right, and there was in fact no internet in my house. I was then told that an engineer would need to visit, but they didn’t have anything available until Friday, 4 days later. I said this was not acceptable and asked to speak to customer services so I could terminate my contract. Spoke to customer services who offered £20:00 by way of compensation but I explained that this would not even cover the cost my mobile phone bills going over the data usage let alone my wife’s or my 2 children’s or the cost of boosters needed just to be able to use their substandard service. I was then informed that because I had been reasonable and not cancelled my contract when I first called about poor coverage, I was now out of the 14 day cooling off period! I said I did not want to "Cool Off" and I had not just changed my mind, I wanted to cancel because the service I am receiving is not fit for purpose. this pointless conversation went on for what seemed like an eternity with lots of apologies but no action so I ended the conversation with a summary of events that basically it was my fault because I had been too helpful when I spent 4 hours of my life trying out different channels, with me downstairs shouting up to my wife like an idiot, asking "What about now, anything?" and her shouting back at me "Worse", "Worse", "better, wait worse" until I set it back to automatic, and then buying and waiting for boosters which just used more of my 14 day "cooling off" period. I should have not given them the benefit of the doubt, and just cancelled at the earliest opportunity. I can honestly say the I feel real haltered towards virgin media and will never ever ever have a good word to say about them even if by some miracle they are able to get my services up and running again on Friday. I will most definitely not be holding my breath.
Reviewer
Angry
Location
East London
Date
04/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
From the Virgin Media website....
Imagine you want a book a flight to New York. You find an advert for an airline promising “Business Class legroom in Economy” for £550 return. The tickets are little bit more expensive than you’d like, but the legroom sounds too good to be true so you buy your tickets.
A couple of months later, you’re sat in seat 22F, legs squashed into the seat in front. When you try to complain, the cabin crew refers you to the small print on your booking: “Advertised legroom is available to only 10% of customers”.
Ironically this is the Virgin Broadband experience
Reviewer
Hayley
Location
Rust
Date
04/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
So I booked Virgin in Jan 2017 to be installed march 1st, the engineer never showed up in which I was told by customs service I need to rebook a date and now must wait until April 4th for another installation date, so I finally got an engineer out who then told me a specialist team would have to come in to put correct wires in building block which should have been flagged up at the beginning (Jan), I was asked again to rearrange and told the next available date is 29th April which is over 3 months after first signing up and still nothing installed, I have now chosen to cancel thank you for wasting my time
Reviewer
Liam
Location
Birmingham
Date
04/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Taha
Location
Crawley
Date
03/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I had renewal package for whole year after 18 months contract the new deal had discount for whole year I paid line rental in advance for a year then £11 a month after that. Ow they telling me you had discount for only six months you have to pay £22 a month for the rest of the contract!!!!???? It's like they robbing you in day light !!?? I will take this matter very seriously even if I have to take them to court over this they are selling you one thing over the phone then they right something else on there system they are thief simple as that never ever recommend virgin even if it's free for life time bast.....d
Reviewer
MMA
Location
Liverpool
Date
03/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
An awful experience!
Worst customer service ever! How do they stay in business?
Reviewer
Gareth
Location
Farnborough
Date
03/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Hello everyone, I've been a virgin media customer for 4 years. I have had the odd issue with faults and etc. But never really ever complained about this. Now today I had been cut off due to my bill being 4 days over due. I would always get payed 3 or 4 days after my bill was due I was well under my credit limit. This has happened to me before and when speaking to customer service agent, they would give me a little extension and take my card details. I've never had a issue with the service I received from them. I was very grateful and so was my son who loves watching YouTube.
So today I called them to see if they would give me a 2 day extension. A lady called Myra from a uk call centre took my call. I asked nicely if they would be able to give me a 2 day extension. She put me on hold. With a short wait she replied NO. I can't do this for you today. You'll need to pay your balance in full now and the restriction would be lifted. I replayed back nicely to say that this wasn't an issue last time and please please could she help me out. She said you've already had an extension 4 months ago and she wouldn't be able to help me this time. I asked if I could pay half the bill as that's all I've got. She replied, that isn't not her fault about my financial situation and I should manage my money better.
I have to admit I was take back by her comment. I said sorry if your having a bad day. But I've always been a happy customer with no problems. I said when is my contact due to end. She replied to me that I'm not on a contact as it's a rolling contract. She also said that I can't threaten her with leaving as this would not make my services come back on.
So I asked to be put through to a floor manager. She replied saying they wouldnt do anything different to what she has done.
So
She thought she had put me on hold at this point. But no. She said to her colleague next to her. "We have another one who wants something for nothing. Can you please talk to him as he wants to talk to a manager.
She comes back on the line to say she had found a busy manger that would take my call.
At this point I was totally shocked and speechless. My wife next to me could also here the comment.
So a guy called David merrilees introduced himself to my by saying he was the customer service manager and he understood I was wanting an exstension on my bill. I said yes that's right. So he went on saying that he can't do anything for me and I'll have to wait 2 days until I payed my bill. I said to him that they have helped me before and why not now? He replied by saying he doesn't need to answer my question and he has nothing more to say to me. So I asked to speak to another manager. He replied NO I can't do that today. I then asked "could you put me through to complaints department. He replied NO can't do that for you today.
By this time my wife took over from me. He was so rude and aggressive towards my wife. Him and his colleague were both laughing in the background. My wife said she is going to put the phone down and call back to speak to the complaints department. He said. I've now put a total block on your account. So you won't be able to call out to anyone.
We did call back and we did speak to the complaints department and we raised a complaint. I don't think the guy believed us by the way we were treated intill he listened to to the recording of the whole Conversation. He apologised several times and told us this will be passed on immediately to there complaints manager. He also gave us the 2 day extension. I asked if I could have a follow up in regards to the two colleges. He replied yes I would get a phone call with information on what's happening to them.
PLEASE GUYS STAY WELL CLEAR OF VIRGIN MEDIA.
They are appalling rude and threatening
Reviewer
Ben
Location
London
Date
03/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Pay for 70mg which is mostly under 17mg on an intermittent servicein central London 2017 !!
Useless, dishonest and unapologetic.
You may recall the Virgin advertising with Usain Bolt.. it's a fantasy. Reality would be a 30 stone drunk passed out in front of a kebab shop in a pool of his vomit.
After many years of BS we're leaving.
DON'T JOIN VIRGIN
Reviewer
Camille Pham
Location
London, United Kingdom
Date
03/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had and awful experience dealing with Virgin Media these days. We were supposed to have Internet on the 1st of April 2017 but they didn't come. And finally we succeeded to reach them today Monday 03rd of April but they told us they will come the 15th : in TWO WEEKS. Considering they already charged us for internet i think it's unacceptable to have internet in two weeks. We are professionnals and we really need internet to work. We were supposed to have it days ago ! It's incredible what is happening. Really disappointed by the service on the phone with robots not even real people who can think and find a solution to the problem. I don't recommend at all, RUN !!
Reviewer
fathima
Location
Hayes
Date
03/04/2017
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Virgin media has a reputation but not able to provide good customer service.
Reviewer
Daniele Sangalli
Location
Brixton
Date
02/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
completely awful
Reviewer
graeme
Location
Blackheath, London
Date
02/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a Virgin (NTL) customer for 12 years, and the broadband reliability in SE3 is terrible. I have contacted Virgin at numerous times over the years in an attempt to resolve this - and been given all of the typical, and very tired "fixes" (eg. turn in on & off (yawn), change channel etc, etc). However, the reality is that the service is overloaded and inconsistent. The only thing worse than putting up with the sub-standard service offered by Virgin is trying to contact them to resolve it - last week I made 2 calls (therefore wasted about 1.5 hours) and was unable to even get through to Virgin's technical team (the people who say "have you tried turning it off and on?") - they're too busy solving problems to answer the phone. I also have Virgin TV - not quite as bad as the broadband, but it its own way slow, and painful. In summary, the services, and support offered by Virgin Media are a bad joke.
Reviewer
Liviu
Location
Coventry
Date
02/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
This is the worst experience I have ever had with an ISP. Their tech support team has absolutely no idea what their are talking about and would more often then not give lies as 'there is a problem in your area' or 'we will put you through a manager'. I've experienced being on hold for 3 hours waiting for a manager to pick up the line. This is just what they do.
Their network is not good aswell. I mean it probably depends on your area but if you live anywhere next to the city centre you will experience massive latency and slow download speeds. They are also unable to help with any issue you encounter.
Reviewer
Shaun72
Location
London
Date
01/04/2017
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Horrific experience! Zero Customer service, daylight robbery!
Reviewer
Gordon
Location
Bristol
Date
31/03/2017
Comments:
Not completely reliable
Reviewer
Jessie
Location
Carshalton
Date
31/03/2017
Comments:
Super slow speed and incompetent customer service.just cancelled my broad band with virgin due to 1 mb at peak when on a 50 mb contract.they have misled me all along.this is a very specific example of how they deal with a complaint.on monday 25 MNS waiting to be contacted to India,explained phone line not working,agent gives me Tuesday afternoon appointment,i say would prefer Wednesday morning,he agrees.received an automatic text on Tuesday afternoon that their engineer is on its way!!!!!Text only accept yes or no.text no.1 hour later engineer calls that he is waiting at the door!!!!! This best explains virgin customer service.you have been warned stay away.ofcom is aware now and hopefully something will be done to rectify their very ineffective set up.i also emptied my 2 saving accounts with them.i will also spend 2 hours a week sharing my experience with others.again stay away from Virgin.
Reviewer
SHAHZAD
Location
FOREST GATE,LONDON
Date
31/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I WILL ADVISE TO SMALL BUSINESSESS THAT NEVER GO FOR VIRGIN. 1ST THEY WILL PUT YOU OFF WHEN COMES TO INSTALLATION, WE WAITED FOR COUPLE OF MONTHS, NO TRACKING SYSTEM. DOWNLOADING AND INTERNET SPEED GOES DOWN AFTER 5PM. wE FACED TWICE IN A MONTH INTERNET DISCONNECTION FOR MORETHAN ONE DAY AND THEY TOOK SO LONG TO SEND THE ENGINEER. 24WORKINGHOURS THEY TAKE WHICH MEAN 3DAYS WHICH IS SO MUCH FOR BUSINESS. SO I AM AS CUSTOMER NOT HAPPY AT ALL.
Reviewer
Simon
Location
Crayford
Date
31/03/2017
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Overall, Virgin is a good service. I've had the service for almost 3 years now - in that time, I would say that I've experienced maybe 3 outages, each lasting just a few hours.
Customer service is not great though - when called about an outage, rather than checking their network (all 3 of the outages I experienced were network problems) they will make you spend about half an hour messing around with your router, then insist that its a router problem and you need an engineer to visit, only to subsequently cancel the engineer's visit about an hour later, sending a message that says "We have identified that the issue is a network problem". It also takes typically about 20 minutes of hanging around on the phone in order to get a response. Technically, and operationally, Virgin's service is good - customer service though, not impressed.
Reviewer
Terry Carter
Location
Hythe
Date
31/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Do not join Virgin under any circumstances. We left after being with them for 18yrs or more, we left them as they kept putting the prices up to what became ridiculous. We found it quite traumatic to leave, it took me about 40mins. When I was told by the agent he would go and put into action my request to leave, he left me on the telephone for 15mins in which there was just silence. Although they said they would give telephone details to my next provider the provider concerned said virgin would not release the number to them and they have had lots of problems with Virgin in releasing the said number. This number had been in my family for 45 yrs. The also cut our telephone off a week earlier than the should have done.
Reviewer
poopalasingam kirubhakaran
Location
SUTTON
Date
29/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
customer service 0 broadband very bad
i never ever go back to virgin customer
service no help BAD BAD BAD BAD BAD BAD
Reviewer
Keith seabury
Location
Warrington
Date
29/03/2017
Comments:
Utter shambolic provider, I was a new customer to Virgin I originally booked my broadband on Jan 27th we are now on 28th March 17 and I'm still waiting for it to be installed!.... 4 times my installation has been put back and I get a call the day before it's suppose to be fitted!!... blaming fitters and even the council!!!!!..... I have now cancelled this agreement and will never go to virgin again it's shocking... avoid at all costs there a joke of a company. Dare I say even worse than sky!..
Reviewer
Ram
Location
Belfast
Date
29/03/2017
Comments:
Avoid avoid avoid avoid total rip off
Avoid avoid avoid
Please please avoid avoid
Problem since day 1
Rally rubbish CS moving back to sky which are 100% better
Reviewer
Benjamin
Location
LONDON
Date
29/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hi all,
I'd like to explain my situation and how I was abused and trapped by Virgin Media. This testimony is for your help, for you to know how things are treated at VM when service faulted.
I moved in my new home on the 13th of january. A technician came to install all he services and everything was working... for some days.
5 or 6 days later, the internet connection faulted. I contacted the team and they send some technicians.engineers to look after the problem. At the begining of february they called me to inform that the technician who was supposed to come at my house won't because it is a problem of network (cable in the street) and postponed the appointment to the 12 of march (more than a month later). At this stage I was very irritated because I need internet for my work so I had to suscibe more 4G data from my mobile provider. In the meantime the have debited 92£ from my account for the service from 13 january - 12 march, so for 5 days of working services. I asked several times for reimbursement but nothing.
So the 12 march, after almost 2 months of waiting I was impatient to use my internet connect but guess what ? It was still not working. I have contacted the fault service team 2 times and they were not able to give me an answer why. The connect me to the construction team who told me they will contact me within 2 days and that the problem should be fixed betewwen 2 - 8 weeks (8 weeks again to wait!!!!!). I was exhausted and wanted to cancel to go at BT or Sky, so I called the customer services who connected me to the cancellation team. There I explained the situation and say that I wanted to cancel my subsciption without early terminate fees because the were not able to provide the service.
Oh yes, the funny thing is as the internet defaulted after 5 days and the time they send a technician to my home it was too late (more than 14 days) to cancel without fees.
So the guy told me that the constuction team will contact me within 2 days and after this call if I have to wait too (more than 2 weeks) I will be able to cancel without fees. I asked him to confirm that by sendinbg me an email. He accepted but guess what ? I never recived it.
5 days later, of course nobody from the construction team contacted me, I contacted the service and someone said that the problem will be fixed on 24th of march. Wahou ! finally a date of availability of the service i am paying for but can't use
And the 24th of march I think you have already guess that it was not working!!!
I am more exhausted than irritated now. On monday I have again contacted the team, they said the construction team will contact me within 2 days. The didnt. Today I have contacted the team, the said me the construction team will contact me today. Again and again, the same answer and no internet.
So finally I decided to contact the complaint team. I chatted with Zoe, who were very unpleasant. She told me that I have to wait 7 more working days. I said that I cannot wait anymore as I am waiting for almost 3 months now. So as your colleague told me before I wanted to cancel without early terminate fees. And what was my surprise when she told me than it wasn't possible that I have to pay more than 100£ for terminate my bundle!!!!
I feel very trapped today. VM are taking my money, they dont provide the service and if I want to terminate I have to give more money. Is that the kinf of treatment we have to bear with this company?
I don't know what to do anymore. I continue to pay for the service, I am paying more and more 4G data from my mobile provider, and I cannot switch VM from a honest and professional provider.
I hope this testominy could help those who wondering if they should go at VM. For information in my service status it is written that everything works. So dont be abused like me and run away!
Reviewer
Joe
Location
Kidderminster
Date
28/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constantly down, when its up its slow. Even when one device is using it. We pay for the best package they offer and use the "super hub 2". Apart from its worse than my Girlfriends EE broadband
Reviewer
Chris Price
Location
Bristol
Date
28/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Shocking, been on 200mbps broadband package now for 5 weeks and in that time I've only had 12 hours of consistently fast(200mbps) broadband, at all other times I've been getting 20-50 Mbps.. I've been supplied with 3 super hubs, had 7 engineer visits and have made countless number of calls and still virgin have not sorted the problem, they just want to send more engineers who come and say no problems my end, only on the phone they say no problems there end so it goes round in circle.
They say they won't refund the upfront payment I made for a service I'm not getting because it's outside the 14 cooling off period (funny that, all this they've been stalling me by telling me they'll send an engineer out to fix the problem) however, they have agreed to kindly waive the £250 disconnection fee
DISGUSTING
Reviewer
jeff thomson
Location
burnley
Date
28/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
paid for broadband but it was never connected. no refund either despite many many requests. disgraceful service.
Reviewer
R Bedi
Location
London
Date
27/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Shocking service all round.."put up or shut up"..."we can't help you for days"..
Get a better provider..this one is totally a con
Reviewer
John
Location
Wigan
Date
27/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Was promised 70mbs Internet have yet to get more than 45mbps been testing my speeds daily for 2 months virain media is beyond a joke I have land line and broadband only the cost of which has gone up 4 times in 8 months once my contract is up I will be changing providers avoid virgin media at all costs
Reviewer
Andy
Location
Manchester
Date
27/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
I have been with virgin for a long time and they have made many many mistakes but always went above to fix them and make sure I'm happy but in the passed 2 years I've had so many problems that they still haven't fixed I have just give my notice and looking forward to going to sky it's a shame after 12 years but I think the company was sold and now it's a joke there customer service is well there isn't any is poor and have of the people I have spoken to can't talk English I'm glad that I won't be spending my £90 per month with you anymore please don't get talked into this by there internet as it's not working a lot of the time and you can't watch tv on it thanks to the new thing they have just joined they send you out warning emails and there virgin anywhere must be the worst app I've ever had I haven't been able to use it in the past 7 month(when I installed it) as it's always down or there servers can't connect to my tevo box it a waste of time and now I can't even watch shows I pay for on my full package via showbox with out a warning letter
Reviewer
JM
Location
London
Date
27/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just found out that my broadband speed has been affected by poor cabling but have been paying a premium price for many years...will take 2 months to resolve and the compensation amounts to £35. It does explain why the wi-fi cant reach around the corner of the one room it is stationed in. Shocking.
Reviewer
jagdish singh
Location
wolverhampton
Date
26/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
it all most imposable to get to customer services if you they cannot help. I been with more than 2 years. when you get good speed fine but most the time its just rubbish.
jagdish singh
Reviewer
Hafiz Ali
Location
Slough
Date
26/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media has reputation not able to provide the full internet speed as they describe at the time of sale. If you look most of reviews, most of customer have internet speed issue. They also have poor customer service that mean they don't listen once the customer is bound in the contract. Please think about 1000 times before going into rubbish contract.
Reviewer
Cisse jacobs
Location
Glasgow
Date
25/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We are a group of student who have been recommended virgin broadband however im sure the internet was broken more often then we had the chance to use it. Actually terrible and when we called virgin media theyclaimed it was working never sending a worker to fix it, we took the 100mbps pack which is really good once you get the speed however we have weeks it is stuck at less than 1mBps just horrific for the amount we pay
Reviewer
Hugh Davies
Location
Hampton
Date
25/03/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Very expensive and not interested in retaining customers.
Reviewer
Sanita
Location
Rainworth
Date
25/03/2017
Comments:
Happy to be leaving. Problems since day 1. The worst internet provider I've ever used. Uselesd customer service, expensive and receive no internet most of the time. I would never ever be a virgin customer again. Switching back to sky .. much better service from them. Do not chose virgin media.
Reviewer
James
Location
Walton on Thames
Date
24/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Words cannot quite express just how appalling this service is. Whilst admittedly it is super fast when it is working the percentage of the time that it is actually working is so infinitely small that it is about as useful as a waterproof teabag..
I took the full package last August, phone/tv/broadband. After initially sending me a faulty TV box I managed to get the service up and running properly a month later. That is where the troubles began. Last November the broadband service started to crash regularly. Eventually they sent someone around just before Christmas who concluded that we needed a new cable installing from the road up to the house. That was finally completed on 21st February. The next day the same service started crashing again. Two weeks later an engineer came around and inspected the property, the box in the road, claimed some settings in the box in the road weren't right and it was now fixed.
The next day it started crashing again. 2 days later, after paying to upgrade to the homeworks service just so I could get an engineer round in less than 10 days, the engineer came around and told me what I've quietly suspected all along and been telling the customer service reps time and again. The problem is not within my property. Its with the local network. They have a date for upgrading the network.... 27th June! These people are an absolute disgrace. I am switching to BT and going to make a formal complaint to Ofcom about these Virgin for mis-selling their services.
Reviewer
Bill Schardt
Location
Newcastle upon Tyne
Date
24/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I was with Virgin Media for something like 20 years, and I had a pretty good, though expensive, service for most of this time. All this changed on the 17th November 2016 when my landline stopped working. After Virgin looked into the problem they said they would have to dig the road up and this would take three months. I was promised the service would be restored on 17th February, but nothing happened. I was then told it would take afurther two months. I complained to the regulator and obtained some compensation and refunds. I decided to leave Virgin and change to John Lewis Broadband, who got the new system working pretty quickly. A few days later some contractors for Virgin turned up to dig up the road! i couldn't see any point in this and persuaded them to go away. Virgin Media have been totally incompetent and completely useless since the problem appeared. It is very unlikely I will have any dealings with them again.
Reviewer
Rachel L
Location
Glasgow
Date
23/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Awful! It feels like extortion. I would not use Virgin unless I had no other choice, which is unfortunately the case. The price is extremely high and seemingly uncontrollable. A few weeks after I'd agreed their cheapest package price way above my previous provider (The Post Office) they increased it. It took over 2 weeks to get the service up and running, in which we were without internet, tv or landline, and missed the entire Olympics (we have children who were beyond disappointed). Passing their Ussain Bolt ads assuring how fast they are was galling. US mobile calls, which we make, aren't included in any package and are ridiculously expensive. We pay 4 times what we paid with the Post Office and the internet cuts out regularly, which it didn't before. Once we move we hope to never use Virgin again.
Reviewer
Jack Billington
Location
Bedfordshire
Date
22/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting customer service, so expensive and receive no internet most of the time, virgin blamed it on our neighbours!
Reviewer
Spoon
Location
Birmingham
Date
22/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
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.
Reviewer
Laida
Location
Oxford
Date
22/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful attention to the customers. Passing the phone calls one to each other not having any solution for anything. They own me money yet.
Reviewer
Jules
Location
London
Date
22/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company ever - lies and no notification that my installation date was moved 2 weeks later... crazy amount of time to get through the cancellation team. AVOID
Reviewer
Brian
Location
Greater Manchester
Date
22/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Finally had enough and am leaving (early). See date 2017-03-14. Just had an email confirming my bill which is for the period 2 days AFTER my contract finishes. Phoned to query this and was told they would take my payment and then refund me at a later date - but they're charging me for something that is no longer provided. Isn't that a form of theft? (my opinion) I was also told the early termination fee hadn't been cancelled, although I was promised it would be due to the poor service received. Yet another promise given by Customer Services to not materialize! I've been told a series of untruths by Virgin Customer Service staff over the course of my contract. Can't believe they are still lying right through to the end. Incredible! If only I score a minus for Customer Service.
Reviewer
Richard Payne
Location
Guildford, Surrey
Date
22/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Virgin email login has become unworkable over the past weeks to the point it can only really be used through my phone!
Home pc and work pc now just large expensive paperweights...hours wasted trying to login.
Reviewer
Mark
Location
Newmarket
Date
21/03/2017
Comments:
We have had nothing but problems since day 1 .. internet not working multiple times . Tv off as usual ..
Customer service are useless ... and will ve switching back to sky .. much better service from them ..
AVOID THIS COMPANY !!!!
Reviewer
Yvonne
Location
Hertfordshire
Date
21/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Recently joined Virgin Business, and really unimpressed. They charge a premium for the service which is unreliable. Only been with them 1 month and 2 days of business broadband being down already. When you ask about getting out of the contract, they just tell you that you'd be liable for the full 2 years. Some of their customer service reps are just plain rude and unhelpful, saying they don't guarantee a fault-free service and other such comments, they don't advertise a rubbish service either which they fail to mention! Their customer service reps don't even apologise for faults and seem to have no idea. AVOID, AVOID, AVOID!
Reviewer
cezara babusca
Location
london
Date
20/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company ever!!!!!!!!! Do not chose virgin media as they would just take your money and give you 0 service.
Reviewer
Sigita
Location
Nottingham
Date
20/03/2017
Ratings
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Avoid avoid avoid!!!!
Reviewer
John Golding
Location
Bristol
Date
19/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DONT go with Virgin Media, absolutely useless. We've had to call them up multiple times telling them how slow it is and they say that they've 'fixed it' when nothing has changed. It got to the point where we had to get a whole new router and funnily enough it is worse. I have heard a lot of people complaining about how bad Virgin media actually is. We have swapped to BT and it was the best decision. Fast and teliable. Save yourself a lot of stress and DONT go with Virgin media!!!!!!!
Reviewer
Claire
Location
Turvey
Date
19/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful. Just awful. Their customer service is hideous- called to let them know I'd moved, they don't supply to our new location. Agent I spoke to was rude and sarcastic, they then put their "manager" on the line who thought got it was appropriate to laugh at my dilemma. Sent a letter via recorded delivery to resolve the matter, never received a response. Gave up (more fool me), paid to close my account and despite their claiming my account was on hold whilst we discussed my case, I find virgin have now added a default to my credit score. I will never use any Virgin product or service again and would discourage anyone from using their services. Unprofessional bunch of scammers.
Reviewer
Sophie
Location
Date
19/03/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I was really impressed with Virgin media! I had some issues with starting an online account and my mobile bill and the customer service was extremely helpful and fast It was very good service.
Reviewer
Romeo
Location
Harrow
Date
18/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It seems the Sir Richard withdraws his brand from this doggy company NFL, better it is.
I have settled the account and move with EE after THEY issued PAC code.
Now two months later they called me to say my services have been suspended as I did not pay the bill.
When I asked to speak to the Manager, he is not available. When I asked to transfer to their customer services, their system will not allow and when I asked them to review my last conversation, they can't see any whilst warning me at the beginning that all conversations are recorded. Thinking that just they got the 'Virgin' brand they can fool not only the customers but also Sir Richard who rent it out.
Reviewer
Sharon Bartram
Location
Harlow
Date
18/03/2017
Ratings
Satisfaction
1.00 stars
Comments:
Absolutely horrendous customer service. Engineers working in the green box at the end of the road knocked out my services three times in 2 weeks. Instead of immediately coming back to fix the issue, I have to wait five days. First time I had to wait 7 hours for my services to be returned but this is a joke. I'm disabled and need my services back on immediately. When I call I spoke five times to India,who cannot see the problem from there. It's a pointless service. Faults department booked someone to come out today in four hours, but didn't bother to call back to say that the cancelled the appointment. They have let me down more times than I can remember and I do not recommend them. Go anywhere but Virgin Media,
Reviewer
Jacek Lawecki
Location
Liverpool
Date
18/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Never again I will conduct with those bunch of useless providers. Worst doesn't really describe how bad they are. Apart from the Broadband speed which is good - all else is absolute pile of rubbish build on lies and complete lack of any knowladge by members of their team - and the funny thing they charge you for their lies and lack of knowladge!
Absolute disgrace I would advice anybody not to get involved with them.
I had to pay for half of my contract for wanting to stay loyal so chose the House which was descirbed Virgin Available, when I moved I was told it was advertised as a ''FUTURE PROJECT''. Cool story Virgin Media, I hope somebody will have a future project of shutting your internet brand down and they will do it the way you do it by telling you different story all the time.
Happy to be leaving your worthless service.
Reviewer
Oxford customer
Location
Oxford
Date
18/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Virgin sent an email with a date and appointment to install fibre broadband and confirmed the week and day prior to the promised installation by text. But on the day they did not install it - although I stayed home specially. They pushed it back two weeks. Virgin's call centres in India assured us there was no chance to do anything different. They offered no apology nor recognition that busy people need Virgin to keep appointments just like they text and ring to make sure we do.
Reviewer
Ves
Location
London
Date
16/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking and useless company. Signed a pre-agreement, took £25 and edited 2 months for installation- well decided to cancel. Was told refund will be within 48 hrs, but 2 weeks later no refund- and actually been told that they can't see any money. Shockingly poor customer service and robbing people off even before the provide any service.
Reviewer
Rob Allen
Location
Cambrdige
Date
16/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Been with them for 10 years, last 3 with 'loyalty bonus', which had been renewed by them every year. Renewed contract being told I wouldn't be paying anymore than I had been, so also signed up for another years line rental discount. Only this month I find out my bill increased by over £10 because they have removed my loyalty bonus. So you lose your loyalty bonus for staying loyal!! Customer service weren't interest in fact quite rude. Been conned and now stuck with them for another 9 months as line rental is no refundable. Wouldn't touch Virgin with a barge poll in future.
Reviewer
Ben Chivers
Location
Loughton, Essex
Date
16/03/2017
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rather disappointed with Virgin Media as their website stated that the fibre broadband was available in my area via their post code lookup system - I additionally checked this with one of their employees using their online Chat service and they confirmed it was available. However, when the engineer was due to setup the service at our property which was booked in at almost one month in advance the engineer didn't bother turning up. At the end of the day after waiting in all afternoon for the engineer to show my wife rang Virgin Media in which they stated the service couldn't be installed in our area. The lack of communication is rather disappointing to say the least, as well as the fact that it has cost me in both time and money as I had to pay £30 to cancel the BT line and now I have to pay £20 again to reactivate it. Virgin Media refused to reimburse me for my expenses even though they have mis-sold me the broadband as they stated it was originally available.
I've given them two stars as the people on the phone are actually quite nice - however the information they provide is incorrect.
Unfortunately, I wouldn't recommend Virgin Media to any friends.
Reviewer
Ron
Location
Enfield
Date
16/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Virgin Broadband is fine when it works, just hope you never have to call their Customer Service because it is the worse EVER!! I have been left without my telephone for over a week and they have just told me they can fix the problem because they dont have the capacity at their exchange - WOW!!!
Reviewer
Dave Pemberton
Location
Manchester
Date
16/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have been a customer of Virgin media for seven years. The last three years with them have been a time consuming nightmare. They say you will pay a certain amount a month for so many months, 30 days later you are issued with an email to state your bill is going up. You phone them to inquire they say it is just that the price of the service we now offer has raised not to worry. In less than 5 months my bill jumped by £7. I had not seen the other emails and was not expecting it as i was told the bill would remain the same for a period of time now. Back on the phone after hours of complaining and stating i wish to cancel they took the bill back down. Three months later it bounces back up. back on the phone for hours. I moved house this year, the house i moved to already had Virgin i had everything i required in yet i was charged £20 for a moving service. I was also told my contract was now a new one starting at £10 more a month than i was already paying because i had moved house. I stated no one had informed me of this and they cannot just put my bill up. After 5 hours on the phone being transferred from pillar to post i put the phone down and called CISAS. I went back to Virgin their tune changed rapidly i paid the monthly price i have done for the last 4 months and the moving charge was scrapped. They told me that price would stay the same until June and i could leave if i give notice in May. Less than a month on i have been issued with a bill more than double the price i should pay, a £10 late charge and a second bill £7 less from what i pay. At this point i am so fed up i just really want away from this disgusting company. I have been told the bill was for a double payment which they did not take, i am fine with that but it is still over in price. I am then told i have been charged a moving fee and a late payment charge due to their error and miss communication. All i have with this company is the internet.
Reviewer
Steph
Location
Derby
Date
16/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking. I would never ever be a virgin customer again and would strongly advise anybody looking for broadband not to go with them!
I ordered my broadband package on 4th Jan and by the 10th March I'd given up waiting for it to be installed!! I only had one phone call in the whole time I was waiting and when I had to ring to find out what was happening I basically got told that 'I wasn't a priority because I was domestic and not commercial'. Really poor customer service and no way of being able to make a complaint...
Reviewer
Grant
Location
Birmingham
Date
15/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst internet provider I've ever used.
I moved into a house 3 months ago, after leaving my job to work online. I rely on my internet for my income.
Internet constantly drops out. And I've gone days without any service. For the privilege I have to wait 30 minutes for someone to answer the phone, to not fix the problem. And still charge me.
I wish I could do the same to my customers and sleep at night.
I've been connected to my neighbors (SKY) for 3 days on and off to get my work done.
Without them, I would literally not be able to pay my mortgage.
Absolute joke.
Reviewer
Izak
Location
London
Date
15/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media clearly doesn't have any respect for Customers, worst Customer Service Experience ever, avoid at all costs... (would rate it 'zero' stars if it was an option)
After confirming 'Yes, Definitely' by an online Customer Service representative (I have screenshots of conversation) a while back that we're guaranteed to have our installation done on one of the 2 dates selected during the order process, we received notification within about 2 days that earliest installation they can do is more than 2 weeks later than selected.
Deciding to still go ahead, my partner scheduled business travels specifically around the installation date, to ensure someone is definitely home to facilitate access etc.
We've been counting down the days for our install scheduled to take place between 1-6pm today at our new flat (with no broadband for over 2 weeks now). We received about 3-4 different text messages confirming the installation details, date, timings, address etc over the last 2 days.
Received a call from the engineer around 12:40 to say they are running behind schedule, just to make me aware, and that they will keep me updated.
6pm came and went, with no contact from the engineer or Virgin Customer Services, so decided to make contact from our side.
After 2 phone calls stating the engineer will be here in 10-15 minutes etc, the third call to their customer services broke a new record of 56 minutes, being transferred from one representative to another (ended up being 5-6 in total, lost count), without them explaining to each other what the call was about and being greeted with 'How can I help you?' each time, having to go through the verification process each time, explaining the issue from the start again to each person, between the install team and customer service team, with no useful outcome, apart from a promise (fingers crossed) we will receive a call back with a reference number we can use as part of the complaints process.
During the very lengthy and frustrating 56 minute call, the engineer called at 6:29pm, saying he'll be here in 30-40 minutes time. It is now 7:33pm at the time writing this, more than an hour after the last phone call from the engineer - still no show, no further contact from the engineer, pitch dark outside - not sure how he plans to do installation works at this hour without disturbing other residents / neighbours, as there is no existing Virgin Media connection at the property...
Reviewer
Magdalena
Location
Wigan
Date
15/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst customer service ever no one know how the company work. Every time had receive totally different information wouldn't be able to update a address correctly where I said like to a baby that house number is three zero not thirteen. Arrogant and unhelpful people do not even mention that they put price inc-raise every 3 months and from the contract for £36.00 after a year it come to £52.00
Reviewer
Brian cooper
Location
South Shields
Date
14/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking phoned up about a refund that I'm still waiting for its only £35 you would think it's 35000 only the lad I spoke to put the phone down on me because he was going home ...and second person was just as bad ...I was told a week ago I would receive my refund by the 14 the of March ohh it's the 14 the and nothing ...now he tells me it's 45 days I know if I owed this company 35 pound they wouldn't wait 45 days no chance I've got power of eterny over my mother who's account it is she has dementia and all she wants is her money ...I will never go with virgin after this it's cost me more to ring them then you get a different story everything or they put phone down on you terrible
Reviewer
MANNIX
Location
BELFAST
Date
14/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Brian
Location
Greater Manchester
Date
14/03/2017
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
SATISFACTION 3/5 because it was fine at first.
CUSTOMER SERVICE 1/5 because they sometimes help and sometimes don't. They have endless phone menus then long waits with LOUD music. They also make promises that don't materialize, then say that shouldn't have been given and is not at all possible - What!?
BROADBAND SPEED is good, when it works 4/5.
RELIABILITY - No! For 6 months the speed has been variable and then suddenly dropping off and back on again. I've had various engineers call, 3 new modems (one of which wouldn't even start up) and it's almost impossible to sign in/out of emails and my on-line account. Every time I receive a bill notification by email it's followed by phishing emails about insecure banking. If I new better I'd guess that my whole account has been compromised - internally (only my guess of course).
Reviewer
Steve G
Location
Stevenage
Date
14/03/2017
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Should be 70MBS cable and on rare occasions it does register a 70MBS download speed, but is more often just a mere 5MBS. My mobile phone downloads faster than my cable speed.
Reviewer
MacPro
Location
Croydon
Date
13/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media robbed me in daylight
Never ever sign contract with those thieves
Reviewer
Anderson
Location
Sw128tq
Date
11/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please guys don't believe in Virgim media, they are thieves and the service is horrible. I have changed my plan from XL pack to only broadband and i made a huge mistake. Don't bother youself with that shit. Rubbish customer service and the broadband never works when u need it. Together we can close this big shit company.
Reviewer
Nick
Location
St Albans
Date
11/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have been a VirginMedia customer since the NTL days (15 years). When they work the services are great - broadband and TV.
However, when they don't, customer service from VirginMedia is one of the worst I've ever come across.
And if your area is over-subscribed, then forget it! Typically over-utilisation issues take months if not years to resolve. Have been suffering from over-utilisation for over a year now, a supposed 200 Mb/s service averages 2-4 Mb/s during evenings and weekends. And there's no end in sight.
So before you sign up with VirginMedia, check very carefully whether your area suffers from over-utilisation, if it does, walk away very quickly!
Reviewer
MLeitch
Location
Reading
Date
11/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Nightmare! So far I have spent 4.5 hours speaking to 19 people at Virgin Media trying to get them to apply my £50 promotional discount. They keep telling me it's done only to find out it's not done. They have incessantly lied to me time after time. They are despicable people with no care for customer service. If you thought BT Customer Service was bad they have nothing on Virgin Media. As of writing this they claim they have applied my discount but my bill still shows £50 more than it should, they also say they cannot update it on my end. Yeah right. Just another lie. I have dealt with some shady companies in my time but Virgin Media is the worst company I have dealt with in years!! Liars.
Reviewer
Qudsia
Location
England
Date
10/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worsttt internet connection very poor... Doesn't work all the time disconnects afte everyr 2 minuts... My husband called Customer service several tines and they failed to do anything... Will never try Virgin again
Reviewer
Tracey
Location
London
Date
10/03/2017
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
How could Virgin Media treat us so badly? Their computer mistake led them to chase my husband for 5 months for money he didn't owe them. Then they gave him a negative credit rating. When they realised their mistake they didn't say sorry, just removed their note against his credit rating. Even after an independent adjudicator (CISAS) judged against the company in our favour it took them 3 months for them to apologise - and they didn't even bother to write on company headed paper or post it to us; just a plain sheet signed 'on behalf of...' Mark Davidson. It seems we can do nothing to get a proper apology. In my powerlessness I just felt the need to add my name to the many others on this list who have suffered at the hands of Virgin Media's frightful customer service. Group hug!!
Reviewer
Amber
Location
Nottingham
Date
10/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful !! On our third router and it just breaks out of the blue , call up customer service the night it happened and he said we could go get a new one from a store . Went into store today and they can't give us one as the ones they have are for new customers only , we Called up customer service again and they said that we shouldn't have left it on all day and they'll put credit on our account. Left with Crap customer service and no internet !! Changing our provider!
Reviewer
Matt Doyle
Location
London SW18
Date
09/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Regular outages. No upgrades to infrastructure so no prospect of improvement. Call centres in India. No choice so captive market. As soon as anyone bothers to give them a rival I'm off.
Reviewer
Michelle
Location
Swindon
Date
09/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am absolutely disgusted! Virgin found out I was changing address as a housemate applied for their own broadband- since I was taking the current box with me. They contacted me asking if I was moving and I confirmed that but then they asked my HOUSEMATE if they had permission to cut it off- they didn't bother asking me! So I was stuck there for 2 weeks without any internet! When I phoned them up THREE TIMES to sort it, the first time the guy put the phone down on me- rude!- and the second and third time they were more concerned with getting my new address than re-uploading my contract. I'd already paid the full month's worth! So after I moved I made another complaint as it wasn't me they asked about the account, and the woman promised a refund cheque will be sent to my new address. I double checked she had my new address but, surprise surprise! it was sent to my old address. This was a month ago. So I rang them again recently and they just lied throughout, talking over me, interrupting and basically implying it's my own fault even though I did everything I could to make it easy for them. Then right at the end the guy just asked me to contact my old housemate and ask him to send the cheque to my new address. So even after all the hassle and stress they've put me under it's STILL down to me sort it out! Absolutely hurt and disgusted. Rude staff and unreliable.
Reviewer
Maggie
Location
Hertfordshire
Date
08/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful. Virgin Media channels have become all scrambled. The internet is laughable. Avoid!
Reviewer
Patricia
Location
Telford
Date
08/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
horrible customer services, liars, so expensive
There used to be good times with virgin but they have too many clients now and they do not know how to look after them
Reviewer
Alex
Location
Uk
Date
08/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Terrible company , been with virgin about 7-8 month , when I started up with them they told my first bill would be a double bill of £114 and then £50 a month thereafter , every single month my bill hasn't been less than £140 having to pay at least £65 every month , every month I phone up and the customer service is a disgrace , they don't send me a bill when its due they just cut me off a day after , they never give you a proper answer , they repeat themselves over and over and/or hang up on you! My advise DONT waste your time with virgin
Reviewer
Sylwia
Location
Chelmsford
Date
07/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
I started my contract in December and after moving the address I have been assigned new contract for another 12 months. Now I am unable to close it early without paying disconnection fee. Joke. Wanted to speak to the supervisor and I was told she is too busy. Waited 10 minutes just to be told she is on another call and won't be able to help me.
So many people complaining and not getting help from the customer service, I'm not surprised she has to spend time explaining herself and apologising to people.
Joke.
Never again.
Reviewer
Lee Cartney
Location
Manchester
Date
07/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst customer I've ever experienced. The internet speed was a third of the amount I was paying for. After two days of calling Virgin, and trying every suggestion offered, I was told I was being "throttled". I asked what that meant and was told that the server I was connected to was heavily used and "the computer" had "throttled" me. I explained that I wanted the service I was paying for and the agent informed me that there was nothing anyone could do for 30 days. He then said I had the option of speaking with the customer service department. After being on hold for a further 15 minutes the agent returned and said that I had been "locked out" which is why the call hadn't connected with customer service and that they would call me back directly. Customer service did call back and their suggestion was to reduce my Internet speed by half! I went on (with my patience wearing very, very thin) that the very reason I called originally was due to the poor Internet speed. The agent explained there was nothing he could do and wouldn't refer me to a manager. I have been a loyal customer of Virgin for over 5 years. I have never, ever experienced such dreadful customer service. The lack of care, empathy and general appreciation is on a scale I wouldn't expect from a discount, budget brand that can't afford to invest in its staff. Richard Branson, is this the vision for Virgin in a world driven by the customer experience? Wow!
Reviewer
Priya
Location
Shrikumar
Date
06/03/2017
Comments:
Virgin Media
You have been taking money off my bank acct ( you arranged for the transfer from another acct holder who left the country) I was on a 38£ per month subscription and without my knowledge you were taking out 92£ a month for more than 6 months .
You mentioned data protection policy and assured me that letters were sent to me to change password which never arrived.After MANY phone calls I had to cancel your services which was the only way left .
I'm asking for reimbursement of the money that was taken out of my acct without my permission and also compensation for making me go through such hassle to no avail .
I have also written a complaint weeks ago .
Still waiting for your response
Reviewer
Anna
Location
Camberwell
Date
06/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID VIRGIN MEDIA!
The worst horrendous service AND customer service ever received! The customer service is basically non existent! Customer advisors that don't understand your queries and just disconnect your services; customer advisors that don't know how to answer to queries and that transfer your calls to other departments, to which you will have to explain the issue for the 4th time and still cannot give you an appropriate answer or help; customer advisors that fill up notes on your accounts with comments regarding requests that you have never made, and I have registrations of each call and can prove whatever was said as virgin media can..so why your customer advisors just write lies on the customer's notes???? The most unbelievable part is the shop manager that treat you like rubbish and intimidate you
In front if their staff and when reporting the fact, the only thing that they can say to you is that they are investigating...but never heard of an apology!!!Carling was the only customer advisor that has actually helped me!(3rd customer advisor I have spoken to on 17th February 2017).
The internet speed was faulty every other day and when just joined tv was displaying only 5 channels (when where supposed to show 80+).
I cannot even imagine how much credit I have spent to call and deal with virgin, considering that each call takes at least 30 minutes (always ending with frustration rather than a smile)! I was never offer any sort of compensation at all and I can confirm that I have always paid all my bills in time!
Reviewer
Anne Walters
Location
Nottingham
Date
05/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
A week ago I was encouraged to move to Virgin media by Carphone Warehouse, was assured it would be hassle free. Was not made aware of need to change my number or that my sockets would need changing and a day's annual leave would be required to do this. I have spent 4 hours on phone calls trying to resolve this and spoken to numerous department. In the end I have stayed with Sky. Extremely stressful situation for me and my family as most of my weekend has been spent trying to resolve the issue. I am not happy.
Reviewer
Alex
Location
Birmingham
Date
05/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst Internet EVER!I've had enough with this service! I could get better quality from the tree growing in the back garden than Virgin Media!!!
Reviewer
Kai
Location
Leatherhead
Date
04/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
About two weeks ago we were on the phone with some slow lady somewhere abroad for one hour to set up a new account 524287502 and cancel account no 317088309. We're still getting a bill for the old account and after another 20 minutes today on the phone with someone we were told we would not be reimbursed for the extra payment. We were told to write a letter to Swansea and would perhaps get a reply after 28 days. I can't believe it's happening. Why don't they charge us 2 quid more per month and offer decent customer service?!?! Lousy company.
Reviewer
Tamara
Location
London
Date
04/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
First, the connection is not as fast as they claim it to be. Second, one you are their customer, they don't care about you. They have the worst customer service in the world. You have to call them several times in order to speak with a real person and not a machine, and anyway your issues are never going to be solve. I have been a customer for 4 years. Recently virgin cancelled my account without letting me know beforehand and leaving me without internet. After a lot of very frustrating calls they gave me my internet back and told me they will send me a letter with the details. Today I receive a new contract 7 pounds more expensive than my previous and with a new minimum service period of 12 months. I have already cancel it, but they still are going to charge me for this month despite i have the right to cancel during 14 days without any cost. Really they are the worst company ever, they just want to take your money. I will never be a virgin customer again and i will try my best to let everyone one how bad they are
Reviewer
Charles Leigh
Location
Bolton
Date
03/03/2017
Comments:
Disgraceful service less than 1/20th of advertised speed in urban area. Virgin Media TV signal is just as bad - impossibly slow reaction to saving and playing in/out Tivo Box
Reviewer
Jo
Location
London
Date
03/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give this shower zero stars I would. I have just tried to inform them of a bereavement and to get the service disconnected and been kept on hold for 10 mins. Finally I was transferred to an ansaphone and asked to leave a message. It is the only organisation I have dealt with so far to treat the bereaved like this. Well done Richard Branson, you treat your customers like crap whilst outsourcing all your labour cheaply to India.
Reviewer
Gulnara
Location
Leatherhead
Date
03/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
DO NOT GET VIRGIN MEDIIA!!!!!!!!!!!
We had it for over 12 months. They rised the monthly payment by 2 pounds with no notice and did not inform of the possibility to leave. We MOVED and they charged 20 pounds installation fee (although there was a free option we were not told of).Also they DID NOT INFORM us that our contract has been renewed for an other 12 months and we were charged 95.75 pounds for 2 months plus installation fee of 20 pounds, plus just an extra 10.75 pounds !!!!!!!!!!!!!!!!!
WOULD NEVER RECOMMEND THIS FOR MY WORST ENEMY "!!!!!
Reviewer
Andrew
Location
Colchester
Date
03/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
5.00 stars
Comments:
Awful company will lie to get you on a contract then hold you liable for a longer term and charges. Do not go with this awful company
Reviewer
Ondrej
Location
London
Date
02/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dear Virgin Media,
Now I do understand the name of your company, because as same as virgin hasn't got any experience, it feels like you are exactly the same.
You were bombarding me with letters, almost every single week with "fantastic news" - "your street is now connected to fibre optic - get in touch to connect" So I did - which was really big mistake and I have never experienced amateurism of this level!!!
1) my first attemt to get this service from you:you:
contacted your sales team - everything awesome, but..
Instalation day: I did take day off from work to be at home between 1300-1800. No one has shown up!!!! this happened second time as well... no phone calls, no one let me know! Called your customer service - waste of my time... have been told "we will call you back" - again, never happened. This situation about calling back actually happened every single time when I called your customer service ( approx 8 times)!!!!!! after waiting for your call (which never happened) I called you guys, just to find out, you've cancelled my account?! really? again, no one bothered to inform me about this.
Aafter 8 months still not connected, but still getting "fantastic news" letter on regular basis.
2) my second attemt to get this service from you:
calling your sales team - everything awesome.
I told you about the previous issue and I have been told, someone will come on Saturday to check, wether you will be able to get this job done... Now, let's guess, has anyone shown up? well.. NO!!!... did anyone call me that the person will not be attending? well... NO!!!...
Anyway... taking day of my holiday, just to make sure, someone 18 or older will be at home from 13:00 - 18:00. Anyway, has anyone shown up? NO!!!! did anyone call me? NO!!!!!
calling customer service a few minutes ago: "we will call you back" I think, I can guess what is going to happen now...
Thank you ever so much for your "good news letters"
Reviewer
Tony
Location
Leicester
Date
01/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute crap.
Reviewer
Marina
Location
Birmingham
Date
01/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Really bad customer service no one cares about customer. What there want it just to place the order. I m extremely disappointed. They promised call you back, and gave you appointment for the installation, but never. Unprofessional, they do what they want like market. I think Mr Branson needs to train them.
Reviewer
C Clark
Location
Headingley
Date
01/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This broadband provider is literally the worst thing since aids. Paying 45 pound a month for '200 mgbps' and getting 50 tops for about 1 hour in the middle of the day. Come 7pm through to 1am we get throttled by Virgin like there is no fuckin tomorrow, my best bit of advice if you are considering getting Virgin broadband is DON'T you are better off buying a retarded horse because that would probably provide you with better internet. Fuck you Virgin, Fuck you.
Reviewer
Zoe
Location
Hertfordshire
Date
28/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
VM are rubbish...! Constantly having problems with all services, then the price of package being raised, and then call them to question them about it...they say they give you a better deal ( which only seems to last for a few weeks.. and tie you into to yet another contract) no service for day's or weeks and no compensation and rude staff who do the really give a shit,faulty boxes and when an engineer finally turn left up they give some crappy reconditioned box( which is most likely another crap box from the last job!) think it be good if every one on here decided to boycott ,all on same day and end contracts.... then see what vm would do with a mass of people all ending their contract on same day!!!!! For same reason !!Other companies can run things smoothly why can't you???rip of VM MONEY GRABBING USELESS COMPANY!!! Definitely will be leaving ...: oh and the people who have left months and months ago and still VM are taking money from them.: why should we have to pay YOU to leave a poorly run company???? Surely if people aren't happy with service they should be able to terminate contract with no fees..:!
Reviewer
Simon
Location
Southampton
Date
28/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Awful. Awful. Awful. Been a customer for 4yrs was "hooked" into a new 12mth contract by sales team when I was moving address without explaining it or that it triggered a new start date for cancellation penalties. Just bought a new home that Virgin don't yet cover and I am now facing a £220 bill for cancelling! Misleading and Mis-selling. Long term view of customers is non-existent. Rather than me signing up with them when they are in my area, I will never use them ever again. In fact I have now cancelled my families Virgin Active membership and none of my family will ever fly Virgin to the US again. But you can have your £220 Mr Branson - well done Mr Customer First lol!! Read the T's and C's small print! Or better still avoid like the plague!!
Reviewer
Dan
Location
Woking, Surrey
Date
28/02/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Rubbish... Loses WIFI connection whenever multiple devices are connected.
Reviewer
Sara
Location
Manchester
Date
28/02/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Incredibly fast! Definetely wasn't let down with the speed. Friendly customer service and when my router failed, they were here in the first 24 hours!
Reviewer
Abdul
Location
Leyton
Date
28/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Virgin media are a scam, they took extra money on my direct debit for 3 consecutive months and all they wanted to do is reimburse me as a credit note. They're customer service team have the poorest customer service who told me that they couldn't do nothing apart from reimburse me until I asked for the manager. long story short, Virgin media have a wasted customer service team who can't help or support you!
Reviewer
Martin pollitt
Location
Wolverhampton
Date
26/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Paying for 100mb getting 5 ping is 7000 absolutely pants
Reviewer
Whitter
Location
Edinburgh
Date
26/02/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Remember those Virgin Media adverts with the "no more buffering" promises. Hollow, every one. Do they care? They are well aware that they have failed me as a customer (given many, many support calls) and that seems not to bother them in the slightest. For those that VM cable works then great. For those that it doesn't - shift ASAP: it won't get any better.
Reviewer
Paige
Location
Barnsley
Date
26/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We were told before we took out our contract that the package we would have would include movies, box sets, etc. Now after only a couple of months of having the contract they took away channels and told us we could no longer have any of these things we were promised. They have lied to us in order to get our money. I would really not recommend joining this broadband service.
Reviewer
Elvira
Location
Plymouth
Date
26/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I got broadband from VM. The sale agent told me that it's a 12 month contract £25 each. He gave me papers with the same information. I asked him in many ways if I had to expect any hidden or other extra charges except £25. He said no, just this, easy as a pie. So what, after 6 months I receive bill £38 and find out that first half year was discounted, and second half is full price. This is disguasting, customer service sent me to each other many times always promising that someone will contact me later but no one did. When I called them, all customer service representatives told me compliment different from each other things. Some were very rude. None let me speak with their manager. And of course My problem wasn't solved. They told that I should have read the contract (noone gave or sent it to me) and bills that come later. But those bills have lots of information written on them, why should I look for smth in them if I am promised fixed price and nothing else. Please be careful when you buy smith from VM as they can lie looking into your eyes. Read the contract inside out and make sure you get exactly what they tell you. You will never prove they are wrong as they are more skilled in it
Reviewer
Nigel
Location
Wandsworth
Date
26/02/2017
Comments:
I have been with Virgin on 70MB for 18 months now. For most of 2016, Virgin was 'upgrading' the local network resulting in frequent service disruption and speeds as low as 1MB. Despite the network upgrade, reliability is appalling with frequent disruption resulting in engineers apparently working on fixes for days. Now I have taken the 'full house' TV service. Firstly, no one should accept the TIVO box - its painfully slow, noisy with illogical menu structure and 1980s style video game graphics. Finally, if equipment orders are mis-delivered, Virgin refuse to accept responsibility and refer to Yodel, the delivery co.for resolution (who cannot replace the equipment, merely search in vain for days).
CONCLUSION: SAVE YOURSELF ENDLESS FRUSTRATION AND USE ANOTHER PROVIDER.
Reviewer
Nina
Location
Acton
Date
25/02/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
Thomas
Location
Edinburgh
Date
25/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The broadband itself is reasonable for the price, however Virgin have been taking double payments from my count adding up to an extra £60. They have been extremely slow is paying this back, I was told 24hr yesterday now today they don't know, this is the lasted in a list of annoyance and I've only been with them 1 month. Although the internet is ok the customre service and customer appreciation is terrible. Stay away for your own sanity!
Reviewer
Gary
Location
Southampton
Date
25/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a load of rubbish, paying for 100 mpbs but only getting 2.34 and they keep doing tests and passing me around no one knows what they are doing. Lucky i had to give them any stars. Would like to how you charge us so much even though we don't get what we pay for
Reviewer
Islam
Location
Aly
Date
25/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
THE WORST SERVICE COMPANY EVER DEALT WITH. I have been to many countries many of them are poor, but NEVER and I say NEVER saw worst than Virgin CS. They are liars arrogants and absolutely useless. They have million departments one to do every single step. It takes me at least one hour and 30 mins to get anything done. They left me with no internet for 2 weeks because they didn't have engineer.
Finally as attempt to retain me they mis-sold me a product. Lied about the fees and asked me to pay £90 as a result. I refused and asked them to go to hell.
AVOID AVOID AVOID even if they are going to give you internet for free. Don't even bother to email their CEO office. Such a bullshit really.
Reviewer
Martin
Location
Huntingdon
Date
24/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I have been a Virgin Media customer for at least 15 years, during this time it has generally been very reliable. I am currently on their 70mbit package, but lately speed tests have shown it to be as low as 5-7mb, which is only around 10% of the speed it should be. They seem to think they have the best network, but my experience is that it is very patchy and has at times struggled to keep up with iPlayer on one device.
If you are an existing customer, they currently are offering a much better deal through uSwitch, with the price as low as £25/month a saving of almost £20 compared to their normal prices for existing customers. When I have enquired about this I am told it is only available for new customers and can't be offered to existing customers at all.
It seems to me they aren't really concerned with customer satisfaction and just want to attract new customers even if this affects their existing customers service. They are another company who seem to offer better deals to new customers and then shaft their existing customers.
Reviewer
Harry D.
Location
London
Date
23/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
OK most of the time. Absolutely horrible if you move house and want to take your account to the new address, each person you speak with will tell you something different and you will end up for weeks without broadband no matter what you do. Much better to cancel your contract and go with someone else.
Reviewer
Sam
Location
Oxford
Date
22/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After over 4 weeks since the original install date and 5 separate visits that required time off work I was denied the free installation fee due to the customer service person failing to write the notes on my account. DON'T WASTE YOUR TIME WITH VIRGIN MEDIA!!!
Reviewer
ian jackinson
Location
newcastle
Date
22/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
F*** off VM. Never again.
Reviewer
JPC
Location
Ipswich
Date
22/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Fake Fake Fake ! Oh the arrogance .I hate Virgin. They say they will fly into space they only go 3/4 of the way. They say they will provide faster broadband in reality it isn't much faster than anyone else. Their TIVO box is the slowest piece of kit I have ever seen. Currently being held to ransom as desperate to leave this expensive overrated service by an early disconnection fees. They put their prices up and provide a poor service. Customers are too thick & too uncool to even be on the same telephone line as their staff. Avoid BT too.
Reviewer
T
Location
Leeds
Date
21/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media keeps putting the prices up. When you ring to complain they sign you up to another term at a slightly reduced rate, usually still more than the initial sign up rate. Then they repeat the process again a few months later. They don't care about the customer - its just corporate greed .The customer service is also terrible.
Reviewer
M
Location
Scotland
Date
21/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Good broadband speed. HOWEVER. Installation engineer absolutely clueless. Causing structural damage to my walls, cabling in walls and wall finishings. Attempting to hack through the wall with a screwdriver although the cable was already pre-installed to a dedicated socket... Customer service responding that there is no proof I didnt do the damage myself. In the wall. Behind the Virgin socket.. Accusing me of lying and brushing off photographic evidence of the damage caused. Will not be extending a single day beyond the contract.
Reviewer
sam
Location
London
Date
20/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Took ages to install and then left with holes in the wall and crap speeds. (the engineer said the line is shared with next door)
Reviewer
VT
Location
London
Date
19/02/2017
Ratings
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I found the staff do not care about the customers and feel that as they are hidden in a foreign call centre that they can lie to customers to fob us off! I regret joining them as the hassle and stress they caused me without a landline and mobile line for almost 3 weeks and not to forget they are charging me for services they were not able to provide as promised on time! My experience is too long to detail on here but I'm sure others people's experiences you will see by all the bad reviews will make you realise that the service from Virgin media is terrible.
Reviewer
Nikola Cvetkovic
Location
Hounslow, UK
Date
19/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Worst scam ever, people in the shop said I would never have to pay much if I ever cancelled and unfortunately because they do not cover my new place, I am forced to cancel although the place is in Feltham, London!ll of a sudden after talking for hours to many different teams I need to pay 20 pounds even though I never wanted to cancel, but since they do not cover the area I have to.
Also the customer service person I initially talked to barely spoke English, was rude and without asking tried to cancel my internet today when I called, but still charging me for the full cancellation fee and I made clear I am not moving out yet and I did not wanted anything cancelled yet.. What a shock!
I did ask last October when I extended the contract what would happen in this scenario and the scum in the shop told me I would need to pay 20-30 pounds only! Avoid Hounslow shop especially, worst experience in my life!
Reviewer
Karien
Location
London
Date
19/02/2017
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband off very frequently very disappointing considering what we are paying. Get your act together
Reviewer
John
Location
Northamptonshire
Date
19/02/2017
Comments:
I've been a customer of virgin for many years, I was told my broadband speed was 100mps and was paying accordingly, in reality it was less than 10mps and they either didn't want to do anything about it or didn't know what to do, not only that, it kept dropping out and I was without broadband 3 times last year with it taking their engineer on average 3 days to attend! I was also fed up with having to ring them to challenge their annual 12 - 15% price increases until last year when they tried to impose price rises 5 times, that's when I dumped them and went back to Sky, within a week, they offered me £480 off annual charges if I went back to them, too late Virgin, you had your chance and you blew it because of your poor service and greed!!
Reviewer
Paul Harris
Location
Penge, London
Date
19/02/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Virgin Media used to provide an excellent service. But like many companies intent on rapid expansion, they have signed up too many customers with their aggressive marketing (sending up to 5 letters a year to people in my building) for the service to handle. I pay £36 per month for a 100Mbps service. Over the last few months I have been lucky to get 20Mbps - and in the evening peak times this reduces to 3Mbps. Upon phoning their (over loaded) customer service I was told they were doing work in the area and I could expect reduced service until April 2017 at least. They are very quick to advertise to people of their service, but not very forthcoming in informing people in advance of the work - I'm assuming from fear that they will loose customers. This smacks of dishonesty and hypocrisy. They offer a paltry month refund - £6 - which hardly makes up for paying for a premium service that is running at 3% of promised speed. Whilst they sort their service out, avoid.
Reviewer
King
Location
London
Date
18/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
So sad such a larger company treat customers that have been with them for over 20 years as though they are STUPiD. So fed up I cannot phone them any more and be left listening to music which would never make my playlist of most dreadful songs EVER and then get through to very jdelightful people who never can help you.....I shall be leaving Virgin in March , just been looking at BTs packages and have decided I am NEVER going to be taken advantage by one of the worst companies that most definitely do not believe in Customer service.....ta ta and good riddance x
Reviewer
King
Location
London
Date
18/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
So sad such a larger company treat customers that have been with them for over 20 years as though they are STUPiD. So fed up I cannot phone them any more and be left listening to music which would never make my playlist of most dreadful songs EVER and then get through to very delightful people who never can help you.....I shall be leaving Virgin in March , just been looking at BTs packages and have decided I am NEVER going to be taken advantage by one of the worst companies that most definitely do not believe in Customer service.....ta ta and good riddance x
Reviewer
Iain
Location
Leeds
Date
18/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Apparently I am a reasonable bloke with no serious prejudices except Virgin Media as an ISP. They are(according to the legend on my screen)working on their site at all times, day and night so I have no internet connection.I try to engage in an online chat but their operatives are busy laughing at other frustrated subscribers.I do vehemently detest VM with a loathing that borders on the psychotic as my healthy scepticism has descended into extreme irrational paranoia.I cannot communicate effectively with those who show no basic human respect for subscribers who contribute their hard earned cash to a company totally lacking in ethics morals principles and scruples. There ! I do feel better for that but my high point will come when my contract expires and I rid myself of this heavy encumbrance.
Reviewer
Gary
Location
Edinburgh
Date
18/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It is only the lack of competition that allows this company to survive in broadband. 200MB service but can only get 2MB most of the day. Fix time is always tomorrrow but tomorrow never comes. VM response is that they will give a 12 pound per month refund on a service they charge 53 pounds for, the excuse being that the broadband element of the service is 12 pounds. Hmmm thats a very expensive phone line then. Con!!! Disgraceful way to cheat customers. If you have an alternative fibre broadband provider - choose it as there is no way they could be as bad as VM.
Reviewer
Someone who hates virgin media
Location
London
Date
17/02/2017
Comments:
I Hate virgin media. Do not use under any circumstances. Terrible customer service, paying for 30mb/s a month for broadband and telephone. Been getting less than 1mb/s in the evening, and tonight it reached an all time low of 0.1 mb/s, 300 times less than what they promised; and the telephone lines been down for months as well. Tried to contact virgin, but everytime had to wait over 30 minutes, and then they hang you up. I AM PRETTY SURE ITS ILLEGAL TO FALSLY ADVERTISE YOUR PRODUCT. SOMEONE WITH RESOURCES NEED TO SUE THEM. When finally reached the support team by going into a virgin shop; they told me my internet was an area problem, which they say will take 6 month to fix. And they refuse to compensate. DO NOT USE. DO NOT USE.
Reviewer
K P
Location
London
Date
16/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I have not yet come across a company that offers its customers such bad and inadequate customer service. A day prior to the installation date we were notified that the installation cannot take place due to permission needed from the council, this is unacceptable and has result in us having no internet and telephone line for 3 weeks. I would not recommend switching over to virgin, they are unhelpful, unreliable and a company that has no adequate processes in place to ensure they stick to their commitment dates. Singing up with them 3 weeks prior to the installation date, would have giving virgin enough time to stick by their commitment date, and gained the necessary permissions required.
Reviewer
Lyndsay dobbie
Location
Fife
Date
16/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I hate virgin. They hang up on u all the time. Constantly transferring you to somebody else. They are charging me for an account which is fictional yeah fictional and sending threatening letters affecting my credit ratings. I waited over 2 months for them to set up virgin in our right address. Many pounds spent talking to foreigners who can't understand English. My hubby on phone now as they still trying to bill us. We were supposed to get sim cards that didn't appear. And we demanding to cancel everything as we hate them and he is trying to stop him from doing so
Reviewer
Ben Jenkins
Location
Nottingham
Date
15/02/2017
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Broadband is great at low usage times during the day we get the 150Mb down and 12Mb up speeds but during peak times it goes down as low as 50Mb down. Not good really and also seen slower speeds when my boys got Xbox ones for xmas and all the downloads resulted in slower speeds so assume I was limited. Have now moved to talktalk and although customer service is absolutely rubbish I do get 62Mb down and 20Mb up constantly using Speedtest app so much more stable
Reviewer
michael smith
Location
saltburn-by-the-sea Cleveland UK
Date
15/02/2017
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Customer service is pretty dog to be honest. I'm never able to find the solution to a problem on their terrible help forum and whenever they say they will phone back they never do. The speed can be good at times but the majority of the time i'm not getting what i pay for on both wired and wireless connections. The box will sometimes just give up and decide to stop working for a few hours which royal ****** me off. Reliable, I think not. Considering removing my "super fast wifi" and getting standard BT internet as from what I've been told it's more reliable than the crap i have to put up with at the minute.
Reviewer
Anita
Location
Plymouth
Date
15/02/2017
Comments:
I am not rating as I have not had my holiday yet
And am discusted at your customer care I booked to go to Jamaica this march for my honeymoon and had been informed today that my flight home has now been. cancelled I can either pay 795 for extra 2 days or get a connecting flight home to Heathrow when we are flying out from Gatwick and has already paid for a hotel and parking or just cancel lovely 4 weeks before we get married ... called customer service and to be honest they couldn't give a
Shit... helpful service well done virgin wouldn't recommend u to anyone
Reviewer
Ahmed
Location
SLOUGH
Date
15/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
One of the worst company I have ever came across. I was moving the house so I went to Virgin media local store back in December. They told me that your installation will be done by 24th of December. its mid February and they are unable to install and always come up with different story..
Reviewer
Jonas S
Location
London SW18
Date
13/02/2017
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've had Virgin SuperFibre 50 for 6 months now. Getting 54 mbps down and 3 mbps up. Very happy with these speeds. No reliability issues.
I signed up for 12 months and they sent a contract for 12 months. When I challenged them they said they don't offer 12 months plans. Once I showed them proof, they accepted and said they would send a new contract but never did.
Land line phone service was included free of charge. Quite expensive but works ok.
But for the broadband service, I am super happy.
Reviewer
Dave
Location
Nottingham
Date
13/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Switched to Virgin as they said I could get the full 200mb sped if I paid for top end new fibre services. We get between 7 and 40mb at the moment and our friend gets 4mb!!!
Seriously slow and drops out regularly we should have stayed with BT.
Reviewer
cortidrene
Location
London
Date
12/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Subscribed to Vivid so-called "100 Mbps" Unlimited Broadband
Speeds average around 20-30 Mbps with wired (ethernet) connection , nothing else downloading in background, virus-free machine - obviously way below advertised 100 Mbps - Virgin are pure conmen and obviously this is fraud !
Reviewer
Dennis H
Location
Gosport
Date
12/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I pay for 200Mbps but usually at peak times have to tolerate <5Mbps except in the silent hours. I am told performance is suppressed by a utilisation issue which has affected my area for over 2 years. When I complain, which is frequently, I am given a date for resolution of this issue, usually a month to 6 weeks on. It never happens. Basically it appears to me that VM have taken on more customers than the system can support and are happy to take the money for service levels not provided. This issue affects TiVo services too.
Reviewer
Umesh
Location
Folkestone
Date
11/02/2017
Comments:
One of the worse service. No good costumer service, higher than market price,
There are so many better service than virgin media I don't recommend this service
Reviewer
david
Location
nuneaton
Date
11/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Don't trust Virgin every bill i get they have charged me incorrectly and just apologise and credit the account,then the next month find they haven't credited,the apologise and say they will rectify.
THEY ARE NOT REPUTABLE they try it on hopping you do not notice overcharges.
Reviewer
M Butt
Location
Ilford
Date
11/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media representative inside Barking mall informed that we dont take over your existing BT phone line and BT broadband but they did and left us without phone and broadband. It has been too difficult to contact them. Their customer service transfer to precontract team and they start waiting in queue music for 30 minutes and disconnect automatically after that. WOW I made a big mistake by considering them reliable. Now no option left to go through a big hassle and headache to go to BT back. If Virgin do not pick up phone now. Why would they pick up for cancellation after 14 days? I am very disappointed with the virgin media, they promise which they can't fulfil. Big Name and below standard performance :(
Reviewer
John
Location
London
Date
09/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Why did I change from slow but reliable BT. This has been the biggest mistake. I now what to know how to change my contract and go back to BT
Reviewer
Karien
Location
London
Date
09/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'm suppose to do academic work for the last few days. from the afternoon till the next day, no broadband!! Sort it out virgin I'm paying a lot of money for this. You will be the cause of me having a nervous breakdown because of no internet.!!!
Reviewer
Garyth George
Location
Bristol
Date
09/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Phone line. It took two days of persuading operators that I have a fault. I bought new phones thinking it must be my problem.
today I have been told "yes there is a problem, we will fix it"
I rang for an update tonight and was told the techs will be here 20 feb. Its the 8th today.
I had passed my mobile number to be updated and no one has yet contacted me. Not well pleased with this service.
07704725245
Reviewer
Allan Larsen
Location
Grimsby
Date
08/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Virgin repeatedly told me that my internet problems required me to shut down and restart my computer. Broadband running slow and frequently dropping out. We pay for the top speed ! After months of this they admitted that they have to few cables in the area to handle the demand and they refunded me £10 (approx) per month for my trouble. However, I know that they were still selling the service in our area to unsuspecting people. Is that even legal ?
Reviewer
j rosenfield
Location
london
Date
08/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I decided to move my broadband & tel line to virgin. they entered me into a contract without any problems and were going to notify my current provider that the contract is being cancelled and they are taking over the telephone numbers.
i have over the past 3 weeks spent hours on hold and speaking to virgin who have not yet been in touch with my current providers. every time they apologise and assure me that it will be done immediately. still nothing.
i am beginning to feel that moving was a big mistake
Reviewer
kirsty
Location
WALSALL
Date
08/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
terrible internet paying for 200mb picking up between 11mb and 23mb
Reviewer
Mert Sahan
Location
London
Date
07/02/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Virgin has delayed my broadband ever since the 17th January saying it was due to the external work not being able to get completed then I was told I would have my broadband and all the work done on 3rd but it then got delayed and tomorrow they are coming but for some reason without my broadband so I have to separately call yo and get an appointment for that.S I overall this company may advertise as having great speeds but are nothing but crap go to TalkTalj or Sky preferable to Sky as they run through BT and everhouse has a BT socket so no need for special installation.
Reviewer
Stefan
Location
London
Date
06/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Have been paying £30+ a month for a 50Mb/s connection. Over the last 3 months the average speed during evening time is approximately 2.5Mb/s. I can accept fluctuations but consistently getting 20x slower than advertised is just something else.
When calling their call centres more often than not I will get through to someone in their India centre who is clearly following some kind of pre-prepared instructions and gets completely thrown when asked anything not on the script.
I will be frequently asked to perform tasks which have been tried multiple times before without any luck in the hope it will work this time (it doesn't). Working in IT myself this is by far the most frustrating part of the experience.
In the previous call the operator was attempting to have me change my computers wi-fi settings to fix the wired connection. He continued to insist that I try to fix my computers wi-fi settings even after repeatedly informing him that this particular computer does not have one!
Overall borderline criminally slow speeds compared to what I'm paying for and awful customer service.
Reviewer
richard
Location
reading
Date
06/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful service from day 1. Unable to provide broadband access due to "technical issues". Avoid this company like the plague.
Reviewer
Steven merritt
Location
Trowbridge
Date
06/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin broadband is the worst I have been with.the speed is slow the service is poor and customer service is disgusting. I would never recommend virgin to anyone. Chose them at you peril.
Reviewer
Jake
Location
Essex
Date
05/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Atrocious. Ever since they tore up the streets around my house to install "superfast broadband" service has been a joke. For a start the work they said would take a couple of weeks turned into 3 mnths. Whn enquiring on multiple occasions as to when I'd not be woken up first thing in the morning (I do odd hours) each time I was encountered with an Eastern European who lacked the basic English to answer me.
When they finally finished, the outages caused by this haven't stopped. I am losing income because I can't be relied on to work from home (I need the 'net for my job) and when I finally got through they offered about a pound off of the bill and an assurance that it should be working fine by April and that it had too many customers to keep up with (in a nutshell). Rubbish. Just randomly stops internet access for between 2 minutes and 5 days. So... Maybe sign up after April if willing to be messed around, lied to and ultimately not receive the service you paid for.
Reviewer
Nishat
Location
London
Date
05/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
First of all the customer service is absolutely appalling, they don't pass on information so you find yourself explaining yourself 4 times when the adviser doesn't know how to deal with your call. They have come out 4 times now for the same thing each technician did not know what to do or why they were sent. They have no estimated another 2 visits meaning no internet or TV for a total of 9 weeks. Worst service ever! Back to Sky. Would not recommend at all! Worst mistake ever!
Reviewer
cristian
Location
macclesfield
Date
04/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
OMG, what can I say. To day is the first day with VM as bradband, TV and landline phone provider. I swithced from SKY after 12 years of good service simply due to appealing internet spees marketed by VM. What a big mistake! The engineer did a sh@t job installing the spaghetti cables, he even used my SKY box power cable for the Tivo 6 box! probably to save a bob or two for VM.
What I paied for: 200 MB broadband, full house TV, landline phone.
What I've got: 11-23 Mb internet (max), no TV due to an apparently known issue with Tivo 6 verification, no landline phone. This on a Saturday evening.
I read the reviews on this webpage before but I did go for VM anyways thinking that people are too critical of this company etc.
My advice is : STAY AWAY FROM VM, SKY IS AN INCREDIBLE COMPANY IN COMPARISON.
I'm canceliing my VM first thing on Monday and go back to Sky.
What a joke of a company!
Reviewer
Gordon
Location
Kew
Date
04/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Broadband and TV down on January 22nd. Took 12 days before they fixed it - with a 10 minute appointment. But, in the process they broke the phone connection. Now waiting for 6 extra days before they can visit again.
Do I trust them? Not one bit.
Avoid at all costs.
Reviewer
Paul
Location
St Albans
Date
03/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have been a Customer of Virgin Media for many years, but for phone and broadband only. Last year they persuaded me to drop Sky and go for their VIP package.
Things were OK until last October and everything went wrong, broadband speed went from 200 mbps to 7 mbps, tv on demand didn't work, TiVo box went into snail mode.
Endless phone calls to people who are really not interested in fixing the problem. Fix dates have ranged from last December to this February and the latest is March. Inept doesn't even start to describe them. Virgin Media should not be allowed to sell services which they cannot deliver.
Reviewer
Olga Nicholson
Location
Bournemouth
Date
03/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
In 9 years of being with Virgin we had no problems.. until we've moved. We called Virgin 2 days prior to our moving house and arrange a home move. That was 10 weeks ago. We've been lied to numerous times, given dates of installation- none booked on the system, spending 2 hours on the phone logging complaints that were never logged. Both staff and managers are useless there. Still no services. New date has been given to us.. 9/02 and new account as idiots cancelled our previous services instead of moving them. Absolutely don't go with Virgin. Bunch of incapable liars.
Reviewer
Louise
Location
Glasgow
Date
02/02/2017
Comments:
Disconnects every 10 minutes. Cut off for hours last night for no reason. Virgin media have been contacted 3 times and still have not fixed the problem.
Reviewer
Sandra O'Dell
Location
Devon
Date
02/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely hopeless. Our business broadband is so slow that our business is being affected. Despite this Virgin have not sent an engineer to site. Virgin have not supplied an access point ordered a month ago. I rang the faults line today and got a message saying (unsurprisingly) that they were busy and "PLEASE HANG UP". I have two different account numbers and no idea if anyone is ever going to resolve our problems. Exasperated!!
Reviewer
Brett
Location
Chesterfield
Date
01/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Historically Virgin broadband WAS good. Now it is terrible, or at least it is in my area. The broadband comes and goes, the speed is up and down constantly. I had the engineer out and all he did was change the box which made no difference. The staff just keep denying there is a problem each time I call. I am disabled and work from home so need a reliable internet connection but sadly there aren't many providers in my area so I am stuck with these who seem to be the best of a bad bunch based on the reviews of Plusnet, Sky and BT which are my only other options :-(
Reviewer
Dan
Location
Abingdon , Oxfordshire
Date
01/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
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.
Reviewer
Ayaz
Location
London
Date
01/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I am appalled by the way I've been treated by Virgin media! I've been a loyal customer of theirs for over 5year now. When the engineers came to install my new neighbours internet. They managed to disconnect my internet during this time. I informed them immediately as I was working from home. These charming engineers refused to fix it immediately as they wanted a new 'job number' and left- refusing to accept responsibility, leaving ransoms cables strewn across my front lawn. I thought the people at virgin would want to protect their customers by getting my broadband reconnected immediately. The customer service member I spoke to, who appears to be based in India was most unhelpful. He offered to send an engineer in a week! So this meant a week without internet access at home! I also had to argue why I refused to pay for the week I had no internet. (Apparently the logic was lost at customer service) A second phone call eventually led me to U.K. Based personnel who seemed to be more proactive and promised an engineer out by today. After not hearing back from them, a final phone call back to helpful India, led me to being abruptly informed that things stood at me waiting for an engineer on the original date. Threats to cancel my subscription was met with 'that's ok'. I am shocked that this is the type of service I have been offered in light of virgin's mistake. In gaining one client they have lost another. I have cancelled my home's broadband and telephone connection as I am self employed and often work from home. I strongly advise that people steer clear of this company.
Reviewer
Idajet
Location
Eltham
Date
01/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service. 0
Product. 0
Very pricey............
If you want to lose money, You are in the right place.
Never to recommend even to an animal.0
Reviewer
Linda Rouse
Location
London
Date
01/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful awful company. Bad customer service. People with Virgin need to check their broadband speed. We did, after Virgin tried to 'sell' us an upgrade and we found we were getting nothing like the speed we had been paying for! Think this must be an illegal practice surely as Which are carrying out campaign on this topic! DON'T BOTHER WITH THIS COMPANY.
Reviewer
Laura
Location
Sutton in Ashfield
Date
31/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I took out an 18 month contract with Virgin for TV, broadband and landline under the impression (from ads etc) that they were a good company.
It was really important that I had bt sports included in my package since my boyfriend is an avid football fan and we would very rarely ever use any of the other channels. I made it very clear on the original call and they said it would be fine.
It took a while for them to eventually come and install but we immediately found out that bt sports hadn't been activated. I called virgin and they said they couldn't understand what was wrong so had to send another technician out to have a look all while leaving my bill at the exact same price. 2 weeks later, the technician came out he stood in my house for roughly 3 minutes while I explained what was wrong and he couldn't understand why they had sent him, it should be a simple fix over the phone. I again rang up and they fixed it there and then. I asked them what had happened, they claimed that I hadn't requested bt sports on the original call, so I asked them to listen to the call recording, which they conveniently claimed they didn't have. They refused to reduce the cost of their services considering the hassle they not only caused me but they also really annoyed their technician. I have however had an increase in my bill every few months.
I have recently had it pointed out to me that our internet is very slow. To me it seemed normal because that's what I'm used to. I checked my contract and I'm paying for the 50mbp as constantly and proudly advertised, so I ran a speed check, I'm currently running on a maximum of 4mbp and have been for at least the last week since I've been checking it on a regular basis at different times of the day. More than likely it has been the same since the beginning of the contract. Virgins answer is that it's probably a fault in the area, which after looking on Facebook, it seems to be the answer they give everyone. So now I've got another technician coming out to me.
I've asked if I can cancel my contract but they won't let me as I still have a few months left. My only way out is if this technician finds an issue that is irreparable.
I now basically have the choice of sticking it out to the end or at least a £100 cancellation fee. I thought that they would understand how badly they've dealt with me and just let me leave on the best terms possible. Apparently that's me being naive and expecting too much.
Reviewer
Adam
Location
London
Date
31/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
PLEASE AVOID Virgin at all costs. I am currently attempting to write this review with my Virgin broadband, which I am planning to change very soon. I am currently paying more than £50 for up to 50mpbs however, my internet is currently on 1.1 mpbs. This happens between 7-12:15 every day, 7 days a week. It is very rare that you will meet the 50mpbs in a day unless you're a night owl up at 3am. I have also had several periods where I have had problems with connectivity, which I must say the customer service is like a dictatorship. Each problem you have is answered with "we are having issues in your area and it will be fixed soon". This, in most cases was false as I checked with my neighbours who also had Virgin and had no problems.
All in all, please try to save your money and go for a different provider.
Reviewer
Ryan
Location
Dudley
Date
31/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media are without a doubt, the worst broadband providers to date. I have lived in many different areas of the UK and have had the chance to use multiple providers over the last few years. In every single location that virgin has been the only one available, they have been absolutely disgraceful. Constant problems from poor speed to the inability to send and receive emails, when checking on the network status, there is always "an engineer on their way to fix it". for the cost of their service, all you will get is a flashing box and a moronic company who thinks that providing internet means 10 seconds of 1/2kbs then nothing for a few hours once a month. They really need to sort themselves out. The only reason i am with them at the moment, is there are no other providers in my area. Seriously Virgin Media, sort your pathetic excuse for a "service" out
Reviewer
Maxim
Location
Leyton
Date
31/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
3 months I'm calling them to send an engineer to fix problems with the internet, but they do not want, just do reseting and half day goes okay then problems appear again, now I want to terminate the contract and they are forced to pay 240 £, why not pay for bad internet £ 50 per month then you have to pay to turn it off
Reviewer
Satya
Location
Staines
Date
30/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
With my friend I heard the service is really pathetic , but in an unfortunate event I became Victim. The Broadband is not working since 5th Dec and so far nothing has been done from Virgin Media. Every time you call customer , people just pass on the Call to some random guys who just provide a false hope. Never expected this from Mr Richard Branson.
Reviewer
Kev
Location
Denny
Date
30/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Cancelled order, messed around with installation dates. The installation company is based in Edinburgh but you need to correspond with someone in the Philippines and they are closed after 1pm. The emails bounce back saying out of office. How Virgin are supposed to service small businesses in UK when they are only available to lunch time? Requested late November came to install 21st Decemmber then due to problems told me mid Jan it would be end of Feb. BT installes in 5 days new shop now up and running.
Reviewer
Graham Church
Location
Staffordshire
Date
29/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Totally useless company to deal with!
Good WHEN it works!
Problem with Internet hanging, numerous calls, saying yes there WAS a fault to be told next time no fault resulted in them sending out an engineer who said problem was with OUR hub, fitted new hub inspire of saying rpthere areas leader 19 others in our village with same problem - he was adamant he had checked that morning and there was no fault in our are All! New hub would take 3 hours to activate so he left, then found out we had not phone connection!
Phoned and engineer returned, corrected phone, which was due to a wire he had disconnected, new hub was still hanging to which he replied, there IS a fault in your area!! Two weeks have now passed and still the same comment is "over utilisation" My reaction - " if my neighbour turns there lights on should I expect our lights to dim? So hopefully if enough people leave Virgin ours may be better!!"
Reviewer
Robert McKellar
Location
Corby
Date
29/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Awful customer service. Broadband itself is good.
Signed up to a shopping vouchers incentive to join Virgin Media. Vouchers should have been here after 28 days from 1st September. Nothing sent.
Chased in November and was promised within another 28 days. Still nothing sent.
Chased again late December. Was promised within 2 days. Still nothing.
Also hiked the price up one month into the contract.
Don't have an App. Can only log in through browser. Can't email them. You have to call and it takes 20 minutes for them to answer the phone.
TiVo box much slower than Sky's equipment and less user friendly.
Don't recommend this company at all. Should have stayed with Sky.
Reviewer
Unsatisfied customer
Location
Sw london
Date
29/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hardly ever worked, there was a fault on the broadband for 4 months, then worked for a few weeks but the signal was weak and guess what....no internet again today because there is another fault. They don't notify you when there is a fault either in the hope you don't notice and they can fully charge you got a service they don't provide.
You are better off with another provider...
Reviewer
Hallford
Location
Portsmouth
Date
28/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Since the "free" upgrade to 50mb, the internet service has been rubbish. We had no problems before the upgrade, and when we reported the continual slow speed and the internet not working at all, we were told it was because of how many people use it in our area. What a load of rubbish, how can something go from being good to being crap? Come on Virgin, get your act together and sort it out, we pay enough money for the internet and get nothing but poor service!!!!!
Reviewer
Jeff
Location
Ashford Kent
Date
28/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
In the last two weeks I swapped from a BT line using Plusnet at 8Mb to a Vigin fibre 50Mb connection. So far the phone has worked fine. The basic television package (read Freeview which we get over the aerial anyway) through the Virgin Tivo box has been slow when we have used it but stable. The broadband however has been dire! My 50mb connection gives a download speed of 52Mb and upload of 5Mb - great - that is far in advance of my old connection - but browsing - that is a completely different issue. It frequently takes me 4 attempts to connect just to Google let alone any other websites. For reliability my old 8Mb Plusnet over copper cable was infinately faster and more reliable. Seriously wishing I'd done my homework. Then there is the Virgin Superhub 3.0. Why did Virgin choose to send a new router model out to all it's new customers which has clearly not been tested fully let alone have a stable firmware release that doesn't even have the same or better features of their previous, much praised Hub 2.0? As a result of this firmware I can't open certain ports (having to just use a DMZ so ALL ports are open!). The hub is also stopping my Son from playing his XBox One games over XBox Live simply because it can't connect - not only because it can't access the ports it needs but also because the latency of browsing is so very slow.
Virgin - you have a major issue with you DNS routing - please sort it - I am paying for this rubbish !
Reviewer
Billy
Location
North Lanarkshire
Date
27/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
With all their hype and advertising I was expecting good service and internet connection. I've been with them 6 months now and the wifi is really poor and it's only a small flat. I'm not on the small package either. Had problems with the tv side a couple of times. Getting hold of their customer services is difficult (I believe they make it so on purpose) on the occasions I have persevered and managed to get through to someone they have either been of no help whatsoever or had no interest in helping to resolve my issues. I cannot recommend this company to anyone, I'm hoping they increase their prices again so I can get out of this contract before the year is up.
Reviewer
Michael
Location
Netley
Date
27/01/2017
Comments:
Broadband has been rubbish for month recently getting worse. Speeds as low as 1 best 30. Phoned to complain calls take approx 1hr. Upgrade to system being undertaken apparently soon to be completed. Told not to worry as it should be better within days still holding my breath. Initial offer of compensation £5 increased to £58. I still consider service poor as speeds nowhere near 50 advertised.
Reviewer
Adam
Location
Bedfordshire
Date
26/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Well i was with virgin for over 4years and never really recieved good wifi it was quick but wasnt stable it droped all the time but trying to tell this to the tech team was a waste of time as all they will look at is signals being sent to the box which the box did get so no fault was shown and i was left paying for 200mb speed even if my connection wasn't sturdy (xbox online play would forever keep loseing connection hasn't hppened with sky at all ) another issue i had was my bill would rise every month so i asked them what the could do and they said lower my broadband speed and i could save 25£ so i dicided to leave a go with sky then they pulled there finger out sent a engineer round that week to replace my modem and offered me my virgin package allmost 50£ cheaper but the deal i got from sky was un beatable virgin was £1.40 off the best price but sky gave me sky cinima 12months and a free 32inch tele now im with sky i see how bad my virgin service was as my issue's are no more
Reviewer
Mortimer
Location
London
Date
26/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i purchased virgin media Broadband + phone in january 2017, once got confirmation from virgin, i disconnected existing line provider, after waiting 3 weeks virgin fail to provide me internet and failed to give me reason on time,
when i called helpdesk i was told nearest date available is end feb 2017,
can one live without internet ?.
no apologies given to me reason given to me engineer fail to lay cable from road to my door .
total rubbish waste of time
Reviewer
Frank
Location
London
Date
26/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It's not worth it, honestly.
These are true facts from a virgin media customer who has just cancelled.
1. 1.30 hrs on hold, spoke to 8 different people to just try and cancel. Ended speaking to someone in Philippines.
2. They charged me to cancel said no one can bypass it.
3. My bill started off £20, over 1 year they sent me letters each week which was just spam. I have tons of it - inside all those spam letters were little letters where they systematically increased my bill with no need for me to sign and no phone calls from them - it ended up at £45 a month.
Do what you want but that's my story.
Reviewer
Lesley
Location
West Sussex
Date
26/01/2017
Ratings
Satisfaction
3.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
My reason for grading the reliability on 3/5 is because I have had sporadic / buffering broadband for some time. However on Monday I decided to call Customer Services. They checked the service and immediately booked in an engineer, who came this morning. He was kind and helpful, couldnt do enough to help me, and was lovely to my nervous pooch too! He upgraded my box, and gave me a cable for the Now TV box I had recently purchased. My experience of customer service from Virgin has been 100% excellent! Thank you to both those I have dealt with at Virgin media.
Reviewer
Horrid service
Location
SE London
Date
26/01/2017
Ratings
Customer Service
2.00 stars
Speed
4.00 stars
Comments:
I moved to a new area which previously had Virgin installed so thought I would give them a try. The internet speed and reliability was great, TV box was a slot slower than sky but manageable. About 5months in there was an outage in the area, no internet at all but was told repeatedly this would be resolved in the next 24 hours. This went on for 6 WEEKS! Can you believe that?? No interner and after the first week or so the TV service became unusable. They wouldn't let me leave, said at least 3 engineer visits would have to come EVEN though they know what the issue is. Can't believe any issue can take that long. I eventually got out of the contracted when I noticed on an increase in charges letter that you have the right to not agree with the increase and cancel without paying in fees, even this was a struggle. PLEASE STAY WELL CLEAR OF VIRGIN! Now happily living with BT Infinity.
Reviewer
Joe
Location
Barnsley
Date
25/01/2017
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Got 50mb broadband. No seen much over 3mb. Struggling to watch streaming services like iplayer. Waiting on a reply on complaint after reporting this and getting nowhere. Seriously considering our options at the end of our conttact.
Reviewer
Dissapointed Customer
Location
London - Clapham Junction
Date
24/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I promise I did not gave all these 1 star ratings while upset - this is a well thought and honest review.
There is only two of us in my house, so I signed up for the 50 Mbps contract, which would be more than enough if I could actually get anywhere near it.
The FACT is that at least in my area Virgin Media's network is way over utilised (technically speaking), which results in dreadful speeds during peak hours (LESS than 2 Mbps after 8pm until midnight). This is not just an informed guess, this has been confirmed by the nice technical support adviser in one of my many calls.
PLEASE, do yourself a favour and avoid Virgin Media. I will actually cancel my contract within the cooling off period for the first time in my life.
I've been with Sky and BT before and, granted, they are not great. Still, they are completely on a different league. I will be going back to BT.
Reviewer
Jonathan Liste
Location
London
Date
24/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
The awkward moment when have zero Internet for a week and being told there's no fix for another week due to upgrading.. And zero updates incredibly poor customer service with continually shifting goalposts being lied to constantly and told conflicting and misleading information
Reviewer
Robert Blackhall
Location
Ellesmere Port
Date
24/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Decided to move from sky to Virgin, already regretting it as my engineer appointment for between 8-1 today did not materialise. The engineer phoned at 13.05 to say they would be another couple of hours. Rubbish service already. Should I cancel as they have broken the agreement already?
Reviewer
AJ Cranmer
Location
Wrose, Bradford
Date
23/01/2017
Comments:
Unreliable service, up and down like a Yo-yo both on the broadband and TiVo services. Poor customer service whenever we contact them which is around 50+ times per month due to issues, and we get palmed off with half baked excuses and promises that it will be fixed by x time. We're switching to any other provider as Virgin media like most of the Virgin enterprises are appalling and not worth the hassel
Avoid at all costs if you want a decent reliable service.
Reviewer
Sue
Location
Liverpool
Date
21/01/2017
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Virgin has always been so reliable for us, I cannot fault it and sometimes we have 3 or 4 devices on at a time, I have been looking at reviews as I want to change provider just solely because of the cost of virgin and each year it increases.
Reviewer
Bill Schardt
Location
Newcastle upon Tyne
Date
21/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
For many years I was pretty happy with Virgin Media, and the broadband is still working ok. However I have beed without a landline since 17th November. It is now 21st January and because they will hve to dig the road up, they say that they won't be able to fix it until 17th February. I have wasted countless hours on the phone trying to get some action. If they do fix it when they say they will I will have been without a landline for 3 months. Their service is abysmal if anything out of the ordinary happens. A landline is a pretty basic service to which everyone is entitled.
Reviewer
Izzy
Location
Date
20/01/2017
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Whenever i've worried about my broadband virgin media are always there to help out!! Outstanding customer service and amazing broadband
Reviewer
Ian
Location
Leicester
Date
20/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had virgin fibre 100mb for 12 months what a joke the speeds up and down like a tarts draws got the hub in my living room lose reception in the dining room and kitchen no reception up stairs but I can get it on the road outside my house??? Rang virgin they told me the hub is in the wrong place and wanted to charge me £100 to move it one engineer told me to buy a plug in booster avoid at all cost
Reviewer
Shane Barker
Location
Nottingham
Date
20/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute joke of a company - do yourself a massive favour and avoid them! They may advertise the best speeds but honestly, ignore it. Whats the point of having super fast broadband if the broadband itself is broken?
I've been with these guys for 3 weeks - in that time, I've had no service for 2 weeks. I've been lied to about fix times, lied to about the reason for a fault, told I'll be called back and never was, told one thing by one person, only to have the next person tell me it wasn't true.
Honestly, you can't trust anything these guys say. Just take a look at their Facebook wall and you'll see how many complaints they get.
Don't be taken in by awesome speeds as I was. Their broadband simply doesn't work and they haven't got a clue why.
Reviewer
Deborah Fisher
Location
Leeds
Date
19/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
From signing up to Virgin this company have added a lot of stress to my daily life. Poor customer service unqualified engineers daily promises that never happen expected to take time of at the drop of a hat, so far 4 complaints I've requested and never a call back this is the worst company by far I've ever dealt with & wish I'd never left sky.... role on until my contract ends. Gone down hill big time
Reviewer
shimian
Location
South Hampshire
Date
18/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Each evening, during the week, the speeds plummet to around 1-3mb, with a ping of 500+. This makes gaming near impossible, and watching any sort of streaming service means you have to pay homage to the buffering demon.
While speeds are fine during the day, it is around 4-5pm that the speeds really fall, and become about as useful as using cup and string to transmit data.
Reviewer
Khalee
Location
Kay
Date
18/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Please stay away from this company there call centr team are rude and annoying. Really bad customer service. There broadband speeds come down to 5gb at bust times.
Reviewer
Mo Rezai
Location
Sheffield
Date
18/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They were supposed to connect us in one go. managed to connect the Internet and TV. So far It's been a week and they have utterly ignored the phone connection. We are in danger f losing our number because they have failed to activate their line. There is no customer complaint process. No one seems to know what's going on and we have been passed around like Yo-Yo.
Reviewer
Ben Sciberras
Location
Guildford
Date
17/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
When its up and running its good. ANY changes you get stuck talking to some prat in the Philippines. They have changed my services put me on new contracts and basically cased me loads of stress and god knows how long on hold!!!!. been a virgin customer for over 12 years will not be going back and will NEVER EVER recommend to anyone. Shame 1 star is the lowest rating as they truly are shocking!
Reviewer
Imran
Location
Stevenage
Date
16/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a rubbish broadband. It's a virgin 100mb and you know it's as fast as tortoise and snoozes several times a day regularly.
Reviewer
Customer for 3 years
Location
Bham
Date
16/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
jeff thomson
Location
burnley
Date
16/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
NO broadband ever installed, even though ordered and paid for. Virgin Media totally failed, customer service non-existent. Tried every way possible to find when V would connect the fibre broadband they claimed was in my street. No one gave me answer. Got fed up (after nearly month) and gone to BT.
Reviewer
Area 21 dieing
Location
Brixton, SW London
Date
15/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
SW London (Area 21) has been oversold, everyone we know on Virgin in this area is experiencing incredibly slow internet at night. We are paying for 100mbps however averaging around 0.9mbps at night, so slow just browsing the web is frustrating let alone downloading something. Virgin needs to upgrade their exchange, however apparently it's not happening until 2020. Would avoid at all costs, BT Open Reach meant to be better option.
Reviewer
B Dwyer
Location
Birmingham
Date
15/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
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
Reviewer
osborne
Location
dy11 5qu
Date
15/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
when working fine. unfortunately since xmas, rock bottom speed. information provided minimal/zero. forcast from the "black hole" introducing improvements, by end January. had same scenario in autumn. my virgin media shows no problems in status report.
Reviewer
Hafiz Ali
Location
Slough
Date
14/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After joining the virgin media, they could not give me good internet service for 4 months after complaining a lot i did not get any solution. Then i asked them to cancel it, i was asked cancellation charge. I forced to cancel it by cancelling direct debit.Now i'm suffering bad credit history.
Trust me its not reliable and can not give good service at all
Reviewer
paresh
Location
Hatfield
Date
13/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
have waited for a month to get a installation of virgin fiber.have even signed contracts and after waiting 4 weeks on the day of installation they ring and cancel the installation giving several silly excuses.when this property already has a virgin line.this is a second line.
such terrible experience and such a waste of time.and wasted a whole working day with no compensation
Reviewer
Chris
Location
Chingford, London E4
Date
12/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We are a heavy using family with lots of devices connected at once. We have BT Infinity 2 and have been pretty happy to be frank. Time to renew so I thought I'd look around. Got tempted by Virgins 200mbs service at about the same price as my BT.
Signing up was simple but that's the only positive thing at all that I can find to say. I signed up on Sunday and the installation date I gave was 8 days away with an alternate the following week. Those were ignored and I was booked in for a day 2 days away. That was out of the question so hours on the phone and the guy couldn't understand why my original date wasn't used, that was changed and then this afternoon I check the order status to see its been moved to 6 weeks away. Some dimwit in the chat room says...construction.....poor signal......very busy etc etc.
So messed about am I that I am going to stay with BT. but then, you have to try and cancel! OMG, what a nightmare. I have been trying for 3 hours this afternoon with no joy.
What a disgrace of a company. I read the reviews on here before signing up, I even spoke to the lady signing me up about them. All the assurances were more lies.
Please please, if you are considering changing to Virginmedia PLEASE DON'T. Slam your fingers in a drawer as it will be less painful and less frustrating.
Reviewer
Matthew
Location
London West/South West
Date
12/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
This applies to Virgin Area 21: West/South west London. High DL speeds, slow UL speeds for fibre packages (except the highest). VERY HIGH UTILIZATION in this area. Your connection will be nuked even during non-peak times. This is even after an upgrade in the area, so expect issues in this area until 2020.
Not that they will even tell you this, they'll just say there is a connection problem, but not make this known when you login to your account to check any issues with broadband, you'll have to find this information out if you complain. Not very transparent simply because they oversell their network and don't invest in improvements until their market research shows unsubscribes. As a loyal customer of more than a decade, they will not head your complaints, they only listen to money - if people leave, they will do something about it, but only if enough leave.
If you live in West/South west London, your bet is to use BT's Openreach network, which is much more reliable. Virgin peak speed - <10% of what I paid for.
Reviewer
CJ London
Location
London
Date
12/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrendous company. Avoid at all costs.
Having signed up with Virgin and cancelled my existing provider, Virgin called me the day before installation to say that can't provide my property with broadband.
They would not discuss alternatives and some virgin employee who spoke poor English, glibly told me that my account was closed. She wouldn't let me speak to a manager and ended the call.
I was left shocked by their terrible lack of empathy and atrocious lack of customer care.
I requested a manager to call me back but of course nobody did call back. When I checked the online account it had been closed.
I had to go back to my existing provider and beg them to reconnect me. I will never make the mistake of using Virgin media again. I'm blacklisting this company from now on.
Reviewer
Chris Campbell
Location
London
Date
11/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst internet I've ever had, AVOID! We are currently owed money by VIrgin due to their terrible service. We've been lied to by four staff members including managers. Spent over 8 hours on the phone with their useless staff trying to sort this out. Waste of time and money for extremely slow service!
Reviewer
Dino
Location
leeds
Date
11/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The worst customer service. I called to cancel service and they told me they would reduce my costs until contract expired but instead they extended my contract for a year. Any call or slight change to service they add another year to contract EVEN if you tell them you will not change service if they extend contract. Deceptive company. I never had these issues with SKY and will go back. Virgin are becoming the scum of the business world in my opinion.
Reviewer
Duncan Orton
Location
Southend on sea
Date
11/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Maybe this all needs to be highlighted to Watchdog, get them on Virgins case, They could do a full rogue traders program just on Virgin media.
Reviewer
Beth
Location
Cranbrook
Date
11/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'm in a new build area so had no choice but to go with virgin or BT as they build the wires into the house.
Just had such a patroninsing chat host trying to tell me I didn't pay the bill when it's on my bank statement I did.
Also fed up with speeds dropping & the kids ps4's lagging all the time.
I'm paying them enough each month for it but they don't to mcare one bit!
Reviewer
Duncan Orton
Location
Southend on sea
Date
11/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had a call from Virgin media offering me a great deal, I had been with sky for 27 years and never had any issues. I joined Virgin and the install of 4 x TiVo boxes, phone line and broadband happened on 22 October. Virgin told me I would not be without any of my services and it would be an easy switch. Boy oh boy, what a mistake I have made. Firstly the install engineer said there was a fault on the phone line and he needed to get a dedicated engineer out and said one would be with us on 28 October, I took day off work and no engineer arrived, despite getting a text the night before saying they would be coming. I thought someone would get in touch to apologize and explain, but nothing, not a dickie bird. the TiVo box in the kitchen was taking 25 - 30 mins to start up, after less than two weeks the TiVo box in the bedroom started giving an overheating message. The broadband just dropped off all the time and if you rebooted the router, it takes around 25 mins to reset and start up again. So after a month I called Virgin and yes the guy I spoke to was apologetic and said he would send a 'Senior engineer out and sort out the issues. He also said he could sort the broadband issue out from his end, how? do they deliberately withhold your signal until you complain? The engineer arrived on 10 December, replaced the Tivo boxes in the bedroom and kitchen and said the phone will be ok but he has to do something at the exchange. Replacement TiVo box in kitchen was just as bad, taking ages to start up. broadband not much better and still no phone. With Christmas coming I left it. I called at the start of January threatening to leave as they were not delivering on what I signed up to. A third engineer arrived on Saturday 10 Jan and said that the wrong phone socket had been wired up. We now have a working phone. I signed up for 12 months in October 2016 and I will be going back to sky as soon as I get out of the contract with Virgin.
Reviewer
Jane
Location
STOKE-ON-TRENT
Date
10/01/2017
Ratings
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Virgin media took £5.00 early January 2017 yet I pay my DD 19th each month. Contacted Virgin Media to ask why.. their answer is that they have not taken the money out!! Yet my bank statement in black and white states Virgin has taken the money, complete with the same ref number as my authorised DD monthly payment. The outcome? No outcome tonight, suddenly Virgin media site froze and could not continue with online chat, I cannot phone as my Virgin media phone line does not work, So I'll have to visit (around my busy full time nurse job) my local Virgin store to cancel my subscription (been with them since 2009 and paid every month without fail) as I can no longer trust that they won't just randomly take money here and there whenever they wish from my bank account, it simply isn't on, I cannot afford random unauthorised payments that Virgin then claim they have not taken!!!!!! Time to review my broadband provider, change supplier and stop Virgin from being able to take my money whenever thy wish
Reviewer
Veselina
Location
Sutton
Date
10/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I'm more the 7 years whit Virgin media ,but now is the worst speed which I get from their 50 mb super fast broadband I barely get to my bedroom and they state they got broadband for 29£ on internet but this service doesn't exist.
But the most disappointiment came when one of there agents calls me to offer me Tv ,stupid me I agree for 3 £ a month ,but they are include phone as well which I didn't give permission to do it .The story end when they charge me 100£for phone disconnection.Becarefull people they just try to overcharge you whit there installation ,uninstallation fees
That's my last year whit them can't wait to finish my contract !!!
Reviewer
Edmund Walcot
Location
London
Date
09/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
We have Virgin Business broadband. The c50Mbps we get during most of the working day drops off a cliff at 5pm. They say this is covered by the T&Cs when the supply becomes 'open'. It drops to between 4Mbps and 2Mbps, sometimes just over 1Mbps. They think this is OK. We are a charity, and some staff work evenings and week-ends. Our complaint is that such a massive speed drop is not reasonable. They seem unimpressed. We are looking elsewhere.
Reviewer
Kali
Location
Edgbaston, Birmingham
Date
09/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The Virgin broadband service was generally quite bad, even though according to their checks (prior to my subscribing to them), the service to the flat was supposedly excellent. The reasons why I found it terrible are as follows:
1. The broadband signal frequently dropped out - multiple times per day - which was extremely irritating to say the least.
2. The hub was in the living room, and when the broadband signal was available, internet access was fine in the living room. However, there was often no WiFi signal elsewhere in the flat despite the flat being small and my devices being no more than 5 metres from the hub (I found this out only because my mobile data was being drained so quickly!).
3. The download speeds were far slower than I was led to believe by the Virgin team. Periodically, when I found it unbearable, they would "boost" things for me remotely, but the benefit was short-lived.
On the plus side (!!!), I found that their telephone customer services were pretty good (unlike BT!). Given all the above issues, I had to phone them multiple times. Everyone I spoke to was friendly and tried to help. Unfortunately, the broadband service itself leaves much to be desired.
To date, I have used a number of internet providers. I would NOT go back to Virgin.
Reviewer
khizar hafeez
Location
bradford
Date
08/01/2017
Ratings
Speed
2.00 stars
Comments:
I have a 100Mb package. You know the advert where they say you will have "no more buffering" , that is not true . In fact its the same as the cheapest broad band from a cheaper provider. On top that they keep increasing their prices. would recommend you try another provider.
Reviewer
Mike
Location
Southampton
Date
07/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Shocking all round!
10:30 first 'team' come out to route new cables from the cabinet to the house.
Guess it was done as they drove off.
Waited till 1 for virgin engineer to turn up, goes to route the cable from the box to the house and guess what.. the first team had not done their job! So he rings his 'boss' who says they will be back to finish the job. 3 hours later! Still waiting. Virgin engineer went off to do another job in the mean time.. never came back.
Ring customer service to find out what's going on, get chucked around departments because no1 knows what's happening. Finally get an answer from the installation team and apparently there was a car parked over the pit (manhole cover) which was a load of crap. Apparently they kept driving pass (4 times) to see if the car had moved... it hadn't and I was sat waiting for them to come back and guess what I never saw them drive pass my house! Stupid thing is I know where the pit covers are from previous visits from virgin media and there was no cars parked them most of them are on the footpaths where cars can not park
Reviewer
Jesper
Location
London
Date
07/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Awful customer service, I would recommend to stay away from Virgin Media. Don't choose Virgin Media if you're not 100% sure that you will stay in your property for the whole period of your contract. If you move it's a pain and they will add extra fees. It's always a long waiting time when you call in, and the service is slow and they usually put you on hold for a long time.
I called them to cancel my contract but they told me that it would be cheaper to get a new reduced contract for landline only. I told the customer service that I just wanted to pay the minimum possible cost, whether it's a cancellation cost or for a new contract I don't use. I used a 12 month contract from January to June last year and ended up paying 150 GBP to get rid off it after a lot of phone calls with Virgin Media.
Reviewer
Leon
Location
Bradford
Date
05/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling customer service - disgusted!!!!!
I phoned Virgin just before Christmas as my boys have Xbox's already and play online a lot and we're now getting an iPad so needed faster speed. On the initial call the virgin representative was nice and friendly and helped with ease.
After that it was all down hill.
I received an email to confirm the installation date as the 30th December perfect I was off work that day between Christmas and new year. Waited in all day no one arrived I then phoned them to find out where they were, to be told t had been moved too the 17th January no warning or call to tell me this. I had already given notice to my previous provider and my broadband was going to be switched off on the 5th January. Virgin said don't worry ring your previous provider and they will just prolong it til we come.
No apology for me waiting in all day on my day off and reason was no wires to my house to connect, surely they would have known this before booking a date to come out.
They then promised someone would call me back within 48 hours to discuss what had gone wrong and if they can bring the date forward.
Today is the 5th January (still no call back 6 days later) so I call at 6pm on hold 17 minutes at first get through to be told nothing they could do but refer another call back. Not happy with this I said forget it I don't want you to install it for them then to say we can't cancel that I will transfer you to the pre installation team. I was on hold an hour and then the phone cut out you can imagine how furious I was.
So I rang back again and an actual nice guy called joe tried to help me but again had to transfer me to same
team, would you believe it like a fool I held for another hour to be yet again cut off!
So again I called through this time I asked to speak to complaints or a manager and as I have the best luck ever I got the worse manager that ever walked this plant.
The manager JANIC was the rudest woman I have ever spoken too. I have worked in customer service for 14 years and never been spoken too so rude in my life. All JANIC could then tell me was that the department I needed closed at 8 after been on hold 2 and half hours and nothing she could do to help me. Yes I was high rate and raising my voice but she didn't once apologise or even try to help.
She repeated 'anything else I can help you with' during my ranting which obviously annoyed me more, then said I'm hanging phone up now!
No I didn't swear but I did call her a ball sack before she managed to put the phone down. I expect she didn't refer my call back.
The customer service is less than poor and I honestly wouldn't recommend this company to anyone.
Good luck any one joining!!!!!
Reviewer
Ian Kinigsbury
Location
Hertfordshire
Date
05/01/2017
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would warn others quite strongly this is an awful company to deal with ,the customers service dept. Is designed to make YOU do the leg work by bouncing you between web pages ( difficult when connection drops yet again) to try this number or this number ,do not expect to get any issues resolved unless you stumble across the right person in the right dept.
Reviewer
Daniela
Location
Hampton Wick
Date
05/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Can lie pretty much about everything. They lied to me about the cancelation fees that it won't be more than few pounds if I decide to cancel. Afyer I check the cancelation fees is around £80 that is more then few pounds. When the contract is over I will never go with them again. They put prices up every 3months despite I have been with them for 6years. No loyalty discount whatshowever. Awfull customers servicem if you want to safe yourself a hussle avoid them!!!!
Reviewer
Graham
Location
nottingham
Date
04/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Signed me up for anew contract without my knowledge!!! and now wont let me leave.
Reviewer
Ulrike
Location
Manchester
Date
04/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
One issue after another, invariably messed up because of bad communication within the company. Latest: call-centre chap refused to answer my question until he kept me with lies of "security questions" for 10 minutes. The answer was: "It's not a Virgin Media issue, it's an Microsoft issue." The blatant abuse of the customer's dependency is shameful.
Reviewer
jason
Location
South London
Date
03/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
While virgin had a fault in the area it took 6 months for them to admit it, after wasting my time resetting routers etc. Promises to fix then trying to charge me for leaving, Terrible customer service.
Reviewer
Clive
Location
Twickenham
Date
03/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Absolutely dreadful customer service.
Terrible Indian call centre that was actually extremely rude when I requested my email address be suspended whilst my accounts was being flooded with emails hacking my bank account. Fortunately my bank (first direct) were excellent at stopping this
No effort at all to address my concerns. No subsequent response to complaint to
Horrible company. The broadband itself is pretty good but the customer service is the worst of any business I've experienced
Reviewer
Rebekah
Location
Southampton
Date
03/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is so dishonest. They promise you one thing, suppose to have logged it onto my account, but then say they never said that. I called to ask when my contract end in November and they told me in January. They gave an upgrade price and I said would think about it. I called back to renew at that price and another person told me I can have that price but can renew on January 3, as my contract notice date is that date. I said, but normally your price changes. They assured me that price won't change as it's logged onto my account. I should call on Jan 3 and renew then. Trusting him I did this, but was told; sorry, the price has changed!
Knowing how dishonest companies are, I wanted to renew back then but was told to wait. I wanted them to listen to the recording we had, but they said that was unavailable.
Don't trust them. Worst customer care!!!
Reviewer
Tim
Location
Prenton
Date
02/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely crap, 3mb, Virgin Media are crap in prenton, avoid like the plague!!
Reviewer
Paul
Location
Prenton
Date
02/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Our street is over subscribed on old lines, so bad I get less then 1mb on peak times?! Used to love Virgin, but now I can't recommend as they don't resolve speed issues, just keep pushing back promised dates to resolve the issue. Was supposed to be fixed in October, now it's January, but I've lost trust/ respect, especially as I have to phone every month to get money back, I.e. they know it's an issue, but want auto compensate until it's resolved? Avoid as they can't provide what they promise, Virgin have the opportunity to contact me/ resolve this, but until then I would choose another provider, like I will in the next few months if not resolved.
Reviewer
aravind
Location
London
Date
02/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst service provider with poor customer care....
Reviewer
Pete
Location
Slough
Date
02/01/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with Virgin Media for a number of years (BT previously) and have nothing but a good reliable service. All the services I subscribe to work fine without issue and VM customers help line are prompt to answer and advise. I Just upgraded to the new Superhub 3 (self install) without a hitch. I am a bit surprised on the issues VM customers appear to be having.
Reviewer
Brian
Location
Crieff
Date
01/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We were talked into moving to Virgin. From that point on, our lives were ruined. Not only was the service itself slow and unreliable, getting through to their call centre was just impossible. Then we moved house. Since we were still under contract with them, we checked that they could service our new house. They could, and a phone call to them confirmed this. Well, three months later when I was arranging for them to do the installation (basically just flipping a few switches) it turns out that they could not service us. They cancelled our contract - fair enough, I thought - and then hit us with a £250 disconnection change. We were livid. We tried many times to call them to discuss this as we though it unfair but it was just impossible to speak to them. Then, without warning and only a couple of weeks after the initial disconnection bill, they sent in the debt collection companies. We paid it there and then but under duress. Our previously-perfect credit record is now obliterated and since we needed to upgrade our car urgently, we were refused the loan. I lost my job as I could not get to work (I work quite far away with no real public transport between home and work). I tweeted Branson but he deleted it. Disgusting way to treat people. Just disgusting. We are moving now towards legal action against VM.
Reviewer
Martyn
Location
Northampton
Date
01/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been trying to call them to get the new vivo package ...all over xmas and new year no one has answered the phone ...I now find its finished the offer so cant get it..still no joy on phone automated computer chat only ...such poor and sparse customer service
Reviewer
Me
Location
Pottersbar
Date
01/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
I have been with virgin and its predecessors for app 15 years they bang on about loyalty I'm sure correction positive they have no idea of the meaning of the word I have been in tears when speaking to one of their customer service employees whom only know what is imbedded in there brain once they have you the contract have no idea what it says i don't think I've ever signed anything !! i can't understand why it doesn't just say VIRGIN we win valued customer you lose and you know what they are write no question !
what they charge for late payments any correspondence has a price there is no compassion whatsoever they are a rotten nasty species and (I know he doesn't own virgin but money what is so easily transferred from "each virgin
valued customer's) account some must find its way to his Richard Branson he should be ashamed considering the luck cause that's what it was mostly right time right place I bet his mother is really proud of him like all virgin employers mothers
Reviewer
Ananymous
Location
London
Date
01/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Fine when everything is working, terrible when not. Honestly, their service more often limited than not. They take for ever to sort things out. They said they will take about 8 months (!!!) to fix an issue, I kid you not.
Definitely not recommendable and wont be renewing my contract with them.
Reviewer
mohammed mirza
Location
harro
Date
30/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
VERY POOR CUSTOMER SERVICE
ONCE YOUR PAST YOUR COOLING OFF THIS COMPANY DOESNT CARE.
I have two main points of complaint which have not been rectified and should lay with the telecoms provider.
1)During the installation of my new telephone line i realised that virgin media was making an entirley new telephone port. I advised the engineer to stop and i communicated across to them that my alarm system was built into the original telephone port and by making a new one it would effect my alarm system. They advised that they could not do anythign with the alarm system which i responded that they should cease the installation and i will cancel my contract as i was within my cooling off period. They contacted their installation manager who visited my property and advised that he will return to connect up the alarm system to the new telephone port. I agreed with this as he was representing virgin media management. The installation manager never returned. Virgin Media refuse to accept liability that due to the installation managers advise i accepted the installation. I was misrepresented and coerced into accepting the installation. The virgin Media customer services have advised they will not help or do anything about this issue. I am without a working alarm and although Virgin Media is not an alarm company a representative from their company accepted responsibility to recitfy my issue in return for not cancelling the install.
2) During my initial acceptance of virgin media services over the phone i was advised that a temporary cable would be placed on my drive which after a second visit would be inbedded under my drive. Virgin Media has agreed a number of dates with me a failed to recitfy this. I have now been advised by the ceo office that they would not be imbedding the cable under the drive. I find this rediculous and a health hazard as part of the cable is on the public footpath and the public can trip over this which has happened with the mail man on a number of occasions.
I find Virgin Medias lack of responsibility and loyalty appauling and it has left me in a position where i cannot leave my home for long and i have become thoroughly fed up and stressed out with the poor level of service from virgin media.
Reviewer
Paul Smith
Location
London
Date
29/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful. Failed to process a transfer and took direct debits for 4 months. Failed to provide refund for another 2 months
Reviewer
Gerald Tordoff
Location
Bradford
Date
29/12/2016
Comments:
This provider is a total and utter joke. After telling them I wanted to change providers they offered me same package with a discount..Wrong..they are charging me £80 n more a month when we agreed on £46.65..put in complaints numerous times and told them to disconnect which they agreed but still not done and still charging me..I have copy of call when agreed on the lower charge and STILL pestering me over non payment..now in touch with offcom over the matter..anyone thinking of using this provider I would think twice..I have been with them for a long time and so frustrated and annoyed at the service received..
Reviewer
Faisal
Location
Romford
Date
29/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
surely one of the worse companies where the focus purely to make money. my fix monthly bill sore to £35 from £17/mnth...fix ???
they tend to find reasons to increase prices as opposed to most BB companies who tend to hammer down the monthly cost while trying to cover and their customer market.
I got to the point now where I decided to cancel their service where the only motive is dupe the customer out of pocket....
Reviewer
Peter
Location
London SE
Date
28/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
3months with them...Not recommending at all...lots of constant disconnections, faults in the area, weak wifi from router, very long waiting times for engineers to come (week of waiting). Not happy at all...i should stay with my ex provider.
Reviewer
Pras
Location
Hounslow
Date
28/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very Poor Reliability and customer service. working From home will not suite when you have virgin media connection becuase you never know when your connection drops and no other work around is availalbe. connection drops out frequently in My area and only a temporary fix has been placed and no full details of the issue has been provided from the help desk. Tere has been several outage in the area without any prior notice to their customer.
An ETA of one week is provided for Vigrin Engineers to fix the issue while Internet connection is Intermitent.
There is no information available at helpdesk about the root cause of the issue.
Very disappointed with the connection.
Reviewer
Laura D'Costa
Location
London
Date
27/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been with Virgin since they were NTL. But I'm really fed up with their broadband. Flaky connection. Goes off frequently and I even paid £75 (on their advice) for a booster. Waste of money. Tv is slow too. When I ring CS I get a shed load of "sorry about that madam" but no real solution. I'm now looking for another provider. And just as I'm typing this my connection has gone so I can't submit this till it comes on. Grrrrrrr!!!
Reviewer
Tom B
Location
London
Date
25/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Virgin ratings based on all the things you are looking for.
Package/sales - Good
Broadband speed - Good
However as I soon came to realise the additional add ons
Automated phone system - They love to go through full background history check and pressing numbers, before you come anywhere close to get to the right department. So yes it is far too long winded and says thanks after every button you press which soon becomes a pest. So make sure your not in a rush and are patient and mentally prepare yourself for the call maybe a few stretches would be good release some tension.
Customer services - The worst on the planet full of fake answers. There favourite line is "will look into this for you and call you back" But after numerous calls I've had and the call backs I've requested I'd say a good 1/10 call you back. aswell as that you can not always understand what there saying as it's another outsource company who are given guidelines to follow who actually offer no help apart from what you already know.
Engineers - well upon installation you get advised a date which is great. So I booked a Friday off work to be told there going to be late. However 3pm they turn up due to the size of the job they couldn't start so a wasted day for myself and adios to a days annual leave. Best part is when they turn up and don't even tell you there leaving until their 30 Minutes down the road on the friday.
Sales - Sell you a great deal like £100 off your total costs. Which was said at the time your first bill and part of your 2nd bill will be free which is great news. But you guessed it I got a bill for 60 quid the first month to which i raised the issue and I was advised this will be sorted for the next 2 Months bills. I generally can't even remember their excuse that day guys sorry. However the 2nd month you guessed it I got another bill of you guessed it 60 quid after being promised this won't happen. Clearly they don't give a toss about your issue they just advise you what you want to hear. Their is clearly within Virgin obvious miscommunication between sales and customer service but after 3 months we finally came to a conclusion. I had to pay a one off fee of 70 quid and ended up getting my 100 quid by stopping the line rental for 10 months at 17.99.
They also say free Netflix for 6 months so any normal human being would think it comes free with the virgin box however doesn't tell you, you need to call them and set up your own account. Nor any paperwork giving you a guide when they sell you these deals of how to set up these add ons.
So once again I end up speaking to the customer service team to find out what code you need to do it so another military option going round the houses within virgin to find the right person to speak to before being told
To phone netflix and doing your own install with the pin they provide you.
Today CHRISTMAS DAY I might add - router stuck on green flashing lights. I phone virgin they advise there's nothing they can do so
I am stuck without wireless until the 28/12 when an engineer is available which is what I was advised. But don't worry virgin customer service gods never fail. Until I phoned back
To see if there was anything they could do over the phone as it's Christmas they said an engineers will be appearing on the 31/12???? I was just told the 28/12 so the conversation once again turned sour.
So that's me without virgin all over the festive season lucky me and thank you virgin for a great year. I hope you are making many resolutions for 2017
That's that folks you really couldn't make it up I have had it with virgin i wouldn't recommend my worst enemy to virgin I would steer clear of these shambles. Utter utter disgrace.
If any company needs a top down reshuffle and audited its this shower of pony
Regards
Tom
Reviewer
Tom
Location
Kingswinford
Date
22/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT USE. I am sick of Virgin media their connection sucks, sometimes it just completely drops out, I hope they lose all of their customers because they deserve none
Reviewer
T.J
Location
Date
22/12/2016
Ratings
Satisfaction
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Since last year customer service very very poor layers,ignorants no help at all.
Reviewer
Jerry
Location
Oldham
Date
22/12/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely poor. Been getting ping over 500 since the past 5 days. Tried contacting them but the customer service never responds. It's unbearable. Can't even watch a Youtube video. 3/10 Would not recommend.
Reviewer
P Smith
Location
Nottingham
Date
21/12/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Rang 18months ago to cancel. Offered a deal to stay and stupidly accepted. Sraff member omitted to tell me this meant being tied in to a new contract for 12 months, or that the offer would run out after 18 months. Received the confirmation letter 3 weeks later, inc. details of a 14 day cooling off period!
We've gad TWO price increases in 8 months from Virgin and our deal price expired, resulting in a £22 proce hike for glorified freeview ( with the awful dated Tivo ) , 70mb broadband ( when it works ) and a phoneline we' ve never used.
On tge subject of the phone - we changed the number when we joined VM. Within 10mins of being connected we received a cold call for Venetian Blinds.. VM clearly selling on our details. We unplugged the phone as we were being plagued with sales calls 3-4 times a day. All on a line we don't give out the tel.no. for and asked for it to be ex-directory....
Rang VM last week and cancelled. 'Retentions' staff made no attempt to keep our custom - asked me if it was because of their price increases.
'Improvements' to our broadband service recently resulting in slower speeds and daily breaks were the final straw. Would avoid VM at all costs.
Reviewer
ninja12r
Location
Rickmasworth
Date
21/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Virgin Media has gone downhill over the last 6-12months. Paying for 'up to' 50mb, lucky if we get 10mb.
Reviewer
Robert
Location
Holloway
Date
21/12/2016
Ratings
Speed
5.00 stars
Comments:
So my Virgin services have been down since the 10th, I've had 2 technicians come out and tell me the exact same thing; One of them even left the bear, live wires hanging out the wall. When I phoned them, they said the earliest they can get my services back up and running is (in their words) 'sometime in February.
Horrible service provider. looking for a different provider.
Reviewer
Frustrated
Location
Welwyn Garden City
Date
20/12/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have generally been satisfied with the internet and TV, but recently I was persuaded to update my package and signed a 12 month contract for £71.48. About only 3 weeks later they increased the cost to £74.97. Surely having signed a contract to supply a service for a certain cost, it is completely unethical to suddenly change it. On complaining, I was told by a very aggressive person that the t and cs allowed them to do that. I cannot find anything that does. I asked to speak to her manager who was supposed to call me back within 4 hours and who of course failed to do so. I shall now go through the cumbersome complaints procedure that I think is designed to put people off complaining. But any one thinking of signing a contract with Virgin need to beware.
Reviewer
jason
Location
Plymouth
Date
20/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I recently moved, i had 24 hours notice and 24 hours to move in to a new home with my two month old son (council house). I called Virgin Media to transfer my broadband (fiber optic) to my new address. Virgin Media refused because they do not supply in my new area. So I had an engineer sent out from Virgin Media who notified me that Virgin Media could cable my street but would not if it wasn't profitable enough for them. Virgin Media are charging me £180> disconnect fee as a result of Virgin Media CHOOSING not to cable my new area. Somehow I am liable according to Virgin Media. I cannot find anywhere in the contract that states I am liable for moving home, for moving into an area not cabled, for cancelling my contract when Virgin Media cannot supply or are choosing not too (according to their own engineer) the service I am paying for.
Has anyone else experienced this?
The contract also states that if Virgin Media is only not liable if it is not possible to provide the service which they're own staff have confirmed is possible.
I am disgusted at the flat, rude reception I received from staff over the phone, I have been told they cannot help unless the account holder dies, that despite the contract being unspecific i am still liable, and that they EXPECT me to have remained at my previous address (which I explained when I went to the store to being the contract - was temporary accommodation).
If anyone has experienced such problems, such poor customer service, or problems with the contract stating nothing about liability of this charge please let me know. I have contacted trading standards but would appreciate any further information or anyone who has had similar problems as this will help contribute to the information I can provide Trading Standards.
Reviewer
NVV
Location
london
Date
20/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband beyond awful. As people who work sometimes from home this experience has been unbearable. The wi-fi signal does not reach the next room let alone upstairs even with a wifi extender. Constantly calling Virgin is useless.Today I have been told that there is a fault but it is not scheduled to be sorted for three months even trying to access a webpage is difficult - god knows how I manage to write this review
Reviewer
f4780y
Location
Troon, Scotland
Date
20/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Virgin cabled my street a year ago. Their box is in my garden.
My installation date was agreed as Saturday 8am - 1pm. At 3pm they called to say it wouldn't be happening because they didn't have a permit from the council, and the council isn't open Saturdays.
Also, the cabling company do not work Sundays or Mondays.
They couldn't give me a new date or time, but I was advised to call back on Tuesday 8am. Called 3 times throughout the day. It's now 4pm and no information available for me.
Nobody is in charge, and nobody cares. Can't tell me when it might be installed. The worst possible start for a customer who signed up for the maximum bundle + 300Mb broadband. Currently I have no TV and no Broadband provider, as Sky and BT quite competently cut me off as agreed yesterday :(
Reviewer
Anthony
Location
Hampstead
Date
20/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs. Not only the slowest and most unreliable broadband but also appalling customer service. For the entire 1yr contract, the broadband was unusable during peak times - apparently due to high network utilisation. After dozens of frustrating and fruitless calls to virgin I have moved to BT. Whilst BT's customer service is equally as poor, their broadband is far superior.
Reviewer
Happy virgin broadband customer
Location
Hertfordshire
Date
19/12/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Refreshingly satisfying broadband service. Had virgin for 2 years now and apart from once I haven't experienced any issues, on the contrary the internet is super fast and the videos and movies upload within seconds. Looking at the reviews on here am genuinely shaking my head. Try sky or BT if u really want something to complain about
Reviewer
Natalie
Location
Coventry
Date
19/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have had nothing but trouble with virgin media from the day I signed up with them I was never told I had to pay a month up front with them so i run behind bet month they issue me my bill on the 20th every month and I get cut off on that date yet they no I don't get paid till the last working day of every month but yet still cut it of cause they won't change my date till the 30th....
It's a joke really...
I will be leaving and taking my custome else were now.
Even though it's Christmas they won't even do something nice and leave my services on they are cuttin them off still....
Reviewer
Stephen Ward - CG
Location
Glasgow
Date
17/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst move I ever made coming to them. Only with them since 26/11 and been no end of problems. Latest broaddown since power cut last night and keep changing anticipated up time. Avoid for your sanity
Reviewer
Ed
Location
Date
16/12/2016
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Brilliant and fast when it works…unfortunately an unacceptable proportion of the time it doesn't work or is very slow. Sometimes it will only connect to about 3 devices and won't let any more connect - not useful for a family of 5 people. Would not recommend at all.
Reviewer
Chris
Location
Leamington Spa
Date
16/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Installer left over 6 feet of excess cable tucked under neighbours fence, it took about a month to get this fixed by cutting the excess out and burying the joint.
Broadband speed are so slow that speedtest.net times out. Customer service have tried to sort it out but all attempts have failed,
last week we had a technician visit, speed great when he left but over the week it has dropped back down to rubbish speeds, today it was 12Mbs. I won't be renewing my contract, think before you buy. If I could give zero rating I would.
Reviewer
mugurel
Location
70 vale view
Date
16/12/2016
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
not happy
Reviewer
Helen
Location
SW London
Date
16/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The ethics of this company is "ignore customer complaints & hope they go away". Can't wait to leave next year. Having a party. TIVO is dreadful it's like stepping back into the 80's. Clunky, slow device that cannot cope with the technology. Painful if you want to watch BBC i player :-( - will never use them again. Money for old rope. A company to be ashamed of Dick Branston.
Reviewer
Martin
Location
Reading
Date
16/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
The internet is broken down virgin say it's a area fault but I can't believe that as both of my neighbours have virgin internet working. They refuse to come out and fix the problem. It's now been 2 weeks and I have called them 10 times but they just don't listen. There staff are unqualified technicians who don't have a clue.
Reviewer
Shah
Location
London
Date
15/12/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Cancelled as I was paying £60 per month. They offered me deal which I rang back to accept and they say it's different department but they will call you back. THEY NEVER DO. I I've been with them 4 years so don't expect any loyalty l. Poor service. Obviously don't want my custom.
Reviewer
Mark
Location
Gorleston
Date
15/12/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I can't believe all these bad reviews !!. We got rid of BT in favour of Virgin Media and I should have done it years ago. The call staff were excellent and explained everything thoroughly and all went to plan. The installer was on time and very polite and helpful. He made everything very easy and straightforward. We had a total install . . TV. .broadband and phone and all was completed up and running perfectly in 2 hours. No mess no hassle. The charges were explained and in my opinion very good value for money. It is much cheaper than BT even after the promo ends. Everything working well with no hick ups. . . Broadband has not missed a beat yet and the TV is crystal clear. Thank you VM for a top class service.
Reviewer
Paul
Location
Bristol
Date
15/12/2016
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I especially switched to Virgin VIVID 100 Fibre Optic for the gain in speeds. The installation technician showed me 108Mb/s. 3 months later, we battle to get even 50! The signal still drops out, just like BT. What's the use!?
Reviewer
Jason Brown
Location
Wigan
Date
14/12/2016
Comments:
Rubbish.
I had to wait 32 mins on hold before giving up and hanging up.
We are having to reset our router on a daily basis.
Every time I try to call Virgin, I'm put on hold, no doubt to generate some income before their server spits the number out to call operative.
I thought I was getting good service and a good deal with Virgin. Not any more. They are good arousing their new services and getting new customers inboard but they fail miserably at looking after the ones who have been eithem a number of years.
To say I am disappointed is an understatement. I'm going to go on line and find a better deal.
Reviewer
dickiedeadeye
Location
Rugby
Date
14/12/2016
Ratings
Satisfaction
2.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Hopeless serice provider, it works when it wants to but not when you really need it. Absolutely non existent customer service so no way of getting redress. I finally got through once after about 50 attempts over one year and even then they were completely useless. Totally rigid and unmovable and absolutely no intent in resolving problems. The problem is them but then that's my problem because no other customer serice choice! This has really put me off landline broadband for good so I'm just going to cancel as soon as I get through to the right department and tether my mobile. I joined through a comparison website but I would have to warn others now to steer clear of virgin based upon my experience under their useless service
Reviewer
Donna
Location
Doncaster
Date
14/12/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Usually very good cs but today, so rude no help whats so ever made me very upset, ignorant women
Reviewer
Kieran Edwards
Location
Nottingham
Date
14/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Extremely slow internet. Bad customer service. One time I spoke to someone who's chat I ended because they didn't seem to want to help me at all. Nothing ever gets improved when they say it should have. Highly do not recommend for any students, you are essentially ripped off.
Reviewer
Daniel pell
Location
Leeds
Date
13/12/2016
Comments:
Absolutely a joke of a company wish I would of stayed with sky now always something up with connection just a complete joke wouldn't advise any1 to join them I am going back to sky thanks for f### all u idiots
Reviewer
D
Location
Brighton
Date
13/12/2016
Comments:
Nightmare, saw much cheaper offer advertised the next day by Virgin and so asked them to switch me to that but I just ended up spending ages on hold and being passed around from department to department. Didn't receive call back when promised and was given a lot of conflicting information. Ended up cancelling my account. No customer care!
Reviewer
Steve
Location
Chelmsford
Date
12/12/2016
Comments:
Lost broadband early on 11th December and customer service said service would be restored by midday. This moved to midday on the 12th. Then 4pm on 12th. Then 8pm. Now 9am on 13th. Service is a joke and they can't even forecast when it will be fixed. Absolute crap.
Reviewer
Rachel
Location
Date
12/12/2016
Comments:
Absolutely awful. First of all rang to set up home internet and arrange a technician to come out. I rang the day before that was scheduled to check they were still coming and told me my order hadnt been processed correctly (no one bothered to call to tell me this) so had to do the whole process again and schedule another date (had to wait a further week) The day after the first visit was scheduled a technician arrives at my house (I was at work) and left a message saying I need to rearrange another date. I rang customer services and explained the situation and told them I did not schedule a technician to come out that day or time and gave him the order number but said unable to find my order yet a technician was sent to my house randomly. He tried to get me to do the whole process again and make me wait another week for someone to come out but I refused as twice my order had not been processed and not given the right information on the previous two occasions.
Absolutely terrible, I will never use them again. Three different people giving me three different sets of information and cant process an order correctly
Reviewer
Sorry mihill
Location
SOUTHEND-ON-SEA
Date
12/12/2016
Comments:
Disgusting service from the beginning. No point in raising a complaint as they'll give a reference number but no one will contact you & when chase managers will transfer you without telling you & the next person will put you hold then cut you off. So I shall be cancelling every service I have with them.
Reviewer
RK
Location
London
Date
12/12/2016
Comments:
Don't get Virgin!!! Installation was supposed to have occurred a week ago. Despite having had 3 weeks to check if external cabling was function, they left it till day when they cut my existing phone line and broadband. A car was parked on a manhole preventing them from feeding cable through, so contractor left and that was the last I heard of them. I have spent a week calling Virgin repeatedly. They have not managed to call me once to inform when or if installation will ever occur. Still not clear. Why cut my phoneline and internet when they could easily have checked cabling before installation, then absolutely no urgency to resolve. The contracts with external contrators obviously favour smooth installation so if there is any problem contractor can just dump job with no penalties. Customer service is designed to ensure you can never speak to anyone with any authority to do anything except to say you have to wait for 48 hours for something or nothing to happen (nothing in my case). They are not allowed to call out so if you get a direct line to relevant dept rather than passing round vast numbers of call centres, you are charged for phone call. In all Virgin milk customers who have no problems, but provide zero service in those cases where there are problems. That is the business model.
Reviewer
Jamie Walton
Location
Dover, Kent
Date
12/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Abysmally poor. I never even got my broadband connected in the end. They sent an engineer, only to find there was no line outside my house. I was told this would take two engineers and I would have to wait 12 weeks. I then called and asked to cancel my account. The incredibly incompetent people they have answering their phones promised that two engineers would be sent the Friday of that week to do an install. I took half the day off work (unpaid) to ensure I would be there. They sent one engineer who was unable to connect the the line. He queried this and, yep, a 12 week wait for the two engineers. At this point I cancelled my account and they had the sheer nerve to ask for a £240 early disconnection charge. For a service that was never even connected! Thankfully, I persuaded them to drop this charge. I then went with a different provider and was online a week later. Since then, Virgin have sent out two engineers (who were sent away), contacted me as a 'valued former customer' and, the day before yesterday, sent me a text to expect more engineers tomorrow! To do work on my non-existent line! This company is just a joke. The people on the phones lie to you and don't know what they're talking about. The woman I spoke with about getting a line connected (who was supposed to be organising the engineers) asked me if I had a green light on my router. Well, no, because it wasn't connected to anything! Just avoid them completely.
Reviewer
Jenn
Location
Glasgow
Date
11/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband failed to work, called virgin for assistance and all I got was fobbed off and lied to. Customer service is awful! When will virgin learn that the customer is king and should be helped but lied too!
Overall bloody awful!!
Reviewer
Pam
Location
London
Date
10/12/2016
Ratings
Speed
3.00 stars
Comments:
WiFi just Disappears intermittently. It is incredibly frustrating
Reviewer
Patricia S
Location
South norwood
Date
10/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ive been waiting for installation since 17th of october. On 8th engineer came to my house done some job then left after 1h saying that he was missing parts and he is going to come back in few hours. He never came back. I phoned up customer services they told me the enginneer will come back on 31st. Im left speachless. This is ridiculous
Reviewer
Yet another unhappy customer
Location
Huddersfield
Date
09/12/2016
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
as a customer who has been with virgin 20 years with mobiles broadband tv and phone I was disgusted when I called due to losing my job that they were unwilling to help me cut down my bills and the manner which I was spoke to was disgusting I was not treat with dignity or as an individual so I called sky who gave me exactly what I was looking for at half the price
Reviewer
Kelvin
Location
Birmingham
Date
09/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have to stress how much Virgin Media is a scam in my student area, they shouldn't be allowed to advertise the speeds if they are expecting over subscription in my area.
I'm paying for VIVID 200 package and it's overly apparent that most of the day everyone regardless of how much you're paying gets traffic managed to dialup internet. This has been a reoccurring problem in many areas. I've rang up tech a number of times, customer service and relations. Relations said that they can't credit anything back to me as there hasn't been an outage. Well there's an outage right now again, even when it's backup it will still be pretty rubbish internet. Hundreds of students in my area are now complaining as assignments are due soon.
Good job Virgin media, you've successfully scammed me and thousands of other students yet again.
TLDR: Live in student area, paying for 200 VIVID, get 1% of what I pay for, called customer relations & services only solution is to pay a huge fine to get out of the contract. Now its dead in my whole area again.
Reviewer
Artur
Location
Derby
Date
08/12/2016
Comments:
Never again bad people very bad services liers
Reviewer
David Gore
Location
St Albans
Date
08/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They have a nerve to sell the speed they say and not deliver
Reviewer
fika
Location
Peterborough
Date
08/12/2016
Comments:
Absolutely fuming with this company right now! So though it would be nice to get set up for xmas etc and installation app booked for 10th dec, then get a call to see they can bring my app forward.. which was great. Then an engineer turns up today and says he cant install coz its a 2 man job and it needs cables and a box installed outside now they cant fit me in till end of jan??? So ring them to say this is unacceptable and they managed to bring the app forward for 31st dec.. explained ive left my old provider and have no tv, phone or internet. Just what I need with xmas xoming up!! Expecting a callback from a manager, but I wont hold my breath. If this isnt resolved to my satisfaction I will cancel and go elsewhere. A warning to others
Reviewer
Joel
Location
London
Date
08/12/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
It seems as if Virgin media deliberately puts walls around being able to access customer services. The telephone contact systems often drops dead, staff do not follow-up on complaints or issues, and formal complaint procedures are ignored required lengthy referrals to independent arbitration. Virgin relies on the fact it have a fibre network to keep customers, and to be fair the broadband when working is good. but when problems arise you can expect to loose money and time trying to deal with the company.
Reviewer
Oliver Blades
Location
Brotton
Date
08/12/2016
Comments:
Virgin Media is the worst internet broadband there is! I am currently using my 4G to write this as it is down once again!!! If you can get Sky or BT get one of those as they actually work!
Reviewer
juliana
Location
London
Date
08/12/2016
Comments:
I wouldn't give them any stars.Service is absolutely poor and that is understatement . There is no service almost a week now.customer services are clueless as to what is going on.definitely will cancel the contract. Avoid! !!!!
Reviewer
Kate Coleridge
Location
London
Date
07/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My internet used to be great, it now cuts in and out. Customer service was appalling and just said lots of people use the internet in the area and it weakens the signal - surely they can correct that? My phone line hasn't worked for weeks and I have complained 3 times, the last lady I just spoke to hung up on me.
Reviewer
Ahmed
Location
London
Date
06/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Don't use Virgin Media, you cant trust them and very bad Customer service
Reviewer
ABDUL
Location
BIRMINGHAM
Date
06/12/2016
Comments:
appalling service poor broad band speed and customer service very rude and tell I lot of lies. Never again.
They send out a lot of threatening emails. They claim they are always right I am done with them.
Reviewer
ABDUL
Location
BIRMINGHAM
Date
06/12/2016
Comments:
Absolutely appalling service never again, I am buying my self out of my contract at a cost of £185.00.They have just got too big headed and think they can do as they please. Well not with me. They can stick there service were the sun doesn't shine.
Reviewer
frank kelly
Location
edinburgh
Date
06/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The customer service is absolutely dire.
Reviewer
Fin
Location
Newcastle under Lyme
Date
05/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Been with Virgin for ages - speed gets better but reliability is now such a massive impact I'm moving away from Virgin - every day the connection fails many times - flaky and poor. Looking at the forums it seems Virgin are just ignoring the problem. They should be managing the quality of their product. Bye bye Virgin.
Reviewer
Richard Sullivan
Location
Hitchin
Date
05/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Appalling customer service. DO NOT USE
Reviewer
Mrs Qaisara Islam
Location
Newcastle upon Tyne
Date
05/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bad customer service. Very slow Internet. They sent me an engineer who used my toilet twice. Have to pay for caller ID. no stars worst provider i have ever had.
Reviewer
corrie
Location
london
Date
05/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
signed on to virgin in June and so far i still have no home phone and the 50meg speed is more like 5 in peak hours. dont Evan get me started on customer support, 1 in 10 of them will help you, so good luck with that.
i have not yet received a correct bill as virgin seem to take what they want and you have to chase the credit.
absolute joke service.
be advised and stay well away from virgin media
Reviewer
KRJ
Location
St. Albans
Date
04/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT USE VIRGIN in ST ALBANS . they cannot give you what you are paying for. we often get as bad a 3 mb
we have had very poor broadband for at least 18 months despite paying for hte highest sped. we have been given 5 fixed dates for improvement - all have been missed. the reason for poor service is 'utilisation issues' i.e. they have so many using hte service in the area that not everyone can have what they have paid for - a cynical use of the exemptions from trading standards- they are a CON.
Reviewer
KRJ
Location
St. Albans
Date
04/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT USE VIRGIN in ST ALBANS . they cannot give you what you are paying for. we often get as bad a 3 mb
we have had very poor broadband for at least 18 months despite paying for hte highest sped. we have been given 5 fixed dates for improvement - all have been missed. the reason for poor service is 'utilisation issues' i.e. they have so many using hte service in the area that not everyone can have what they have paid for - a cynical use of the exemptions from trading standards- they are a CON.
Reviewer
Rocky
Location
London
Date
04/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The internet is always slow no matter what and the reliability is bad. Anything that requires internet is insanely slow and I'm always being disconnected from servers online because the service provider can't handle anything. Download and upload speed is so poor I can't do anything online for 20 mins without being disconnected.
Reviewer
Ozzy
Location
London
Date
03/12/2016
Comments:
Robbing off extra money off my account without letting me know.
I would not even give them a single star.
If you care for the hard earned money then avoid this company. This is a huge corporate trying to rob off people. They took money out of my account without letting me know. When asked about the extra money they owe me their cutomer services seem to avoid me and put me on hold fo 45 minutes this happened 4 times on the same day. they cut off my call as well after putting me on hold, the worse thing is they never call you back on the same number when they cut the call off that meant I had to explain the full history of my issue to the new agent on call and that clearly means they were trying to avoid me.
I had immediately requested to end my contract and filed a complained, again have never heard back and the irony is they have never been apologetic or have not even returned the extra amount they have withdrawn from my account. Now I have contacted my bank to block any direct debits and they have kindly refunded my money.
Normally I am a very calm person but they drove me to my breaking point and frustration.
Take my sincere advice stay away from this company, they have the worst every customer service. The idea of high speed fibre may appeal to alot of customers and it did to me as well I would rather have a low speed but reliable connection where only the right amount is withdrawn from my account who I can trust!
Virgin Media is simply not trustable!
Reviewer
Whildjohn
Location
Lincolnshire
Date
03/12/2016
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I have been a Virgin customer ever since they took over NTL, nearly 20 years.
Unfortunately they are stealth robbers, constantly increasing my broadband monthly bill (even after I have re-negotiated a new deal) without informing me and hoping that I do not notice the increase.
I rang them to complain about their latest stealth increase and I was informed that if I wanted to cancel my contract I would have to pay them £169 for the time remaining on the contract (even though they had broken their side of the contract by increasing my bill without informing me).
I will be seeking legal advice as to whether their £169 exit payment is legally binding, as I did not sign the previous contract that they sent due to the fact that they had not honoured the previous one.
Customer service is appalling and you get passed from person to person, all of whom bluff their way through by trying to justify any cost increase.
Richard Branson, your company is a joke and needs investigating.
Reviewer
Ozzy
Location
Uxbridge
Date
03/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Will never ever go back to Virgin Media and will never recommend it to anyone who wants peace in life!
I have been with VM for few years now. This last year 2016 their customer service has absolutely plunged into the dark ages, where they are unable to do the maths on bills nor are they able to understand the customer.
In short the issues I had:
1) VM charged me extra for me not being aware, when I found through my statements I called them.
2) Waiting times too long on calls.
3) When I called them for this issue I have put through 4 different departments when I only asked for billing and then atleast 3 people on that single call put me on hold for 30-45 minutes.
4) My bank statements clearly show that they charged me extra but they amount they are telling me are much lower than the ones shown in my statements. how hard can it be ?
5) Finally I told them I need to leave them as soon as possible as I put my phone down after about 30 minutes I started seeing issues in broadband connection, it started resetting every 5 minutes. Previously through 4 years the broadband occassionally used to reset but as soon as I told them I am leaving I think they configured my broadband connection to reset or introduce problems in the connection.
Basically VM has become a huge corporate that uses dirty tools and tricks to first rob off money from your account and then harass the customers by not letting customers leave and if they decide to leave they make sure that they put you through hell before you leave.
Reviewer
Alex
Location
Holland park
Date
03/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service no regard for customer what so ever.... been having technical problem for 10 days still unable to fix it. Fuming
Reviewer
kay
Location
london
Date
02/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute rubbish.
Reviewer
Subs
Location
Northwood
Date
02/12/2016
Ratings
Speed
3.00 stars
Comments:
Virgin media's customer service sucks. I'll advice anybody looking for Virgin to look at other providers. In particular their billing and payment, they will pile up arbitrary charges and then use terms and conditions to nail you.
Reviewer
Darren Stephenson
Location
Leeds
Date
02/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After being a loyal customer for six years our internet started to cut out every 30 mins. An engineer called and swapped our router for the latest 3.0 one. He said it would download and connect within two hours. The internet never came back on despite their efforts to resolve it from their end. The engineer was incomptetent.
Eventually we learned that it would take another engineer ti come and correct the failings of the first one but not for a further 8 days ehich is completely unacceptable.
The customer service on the support can only be described as pathetic. For example i passed security several tomes to try and resolve issues, but when i tried to register a formal complaint they decided that i could not pass security because i couldnt remember my password.
If you are looking for an internet service provider you would be better of going to a set of circus clowns than virgin. Its a shame you have to give one star on these reviews.
Reviewer
Geordia ravenscrof
Location
Southend
Date
01/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've joined virgin media by phone 6 months ago. When I joined they told me it was a 12 month contract and would only be 48 pound per month. I never received any letters until 6 months later when I was already joined and the letter stated I was in a 18 month contract and cost would go up to 85 pound after 6 months. I rang up immediately and told them I want to cancel now there trying to say I owe them 865 for leaving. VIRGIN MEDIA is a rip off and are not explaining there contracts proplerly nor are they giving people there cooling off period which is required by law. The goverment are fully aware of what they are doing because I've heard a lot of people telling me they had same problem. It's 2016 and the world is never going move on unless someone stops all this corruption and stop letting Bussiness like virgin rip people off. Never join virgin Ive moved to sky and I've got a better package for £31 pound a months explained in writing doing everything by law and really there for there customers virgin is just ripping them off and should be shut down and there customer service is ridiculous couldn't believe what they were like on phone. Trust me people please keep away from virgin you will regret God bless
Reviewer
Dean
Location
Cleethorpes
Date
30/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with virgin for 3 year cancelled my contract . Only for them to say I had to pay 240 up front has they said I up graded no I did not .you conning load of lyres free up grad was e mailed customer service his not professional. The. Person I spoke to Rebecca was the name always had an answer like robots. Not really interested what me or my wife had to say .never will I use virgin again my phone contract will be cancelled soon has contract has ended .don't be coned
Reviewer
Andrew Sharp
Location
South Wales
Date
30/11/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I have been with Virgin Media for over 20 years. Last year I upgraded the broadband to 200 MBPs and it worked fine until recently. We had a letter stating to improve services in our area everything would go off for a day. When it came back on my Broadband has been reduced from 200 MBPs to 10.50 MBps without them telling me this would happen. I called the customer service who informed me that this has happened due to the number of customers in my area ! they have cut most users down from 200 to 20. They gave me a £25 credit for November. I have to ring every month to get this reduction of my bill. They said they hope to have customers paying for 200 MBPs back up to this rate in February 2017. If you don't ring or don't notice then you don't get the refund. They are apparently not legally bound to tell customers if and when they reduce the speed so, check your speed regularly. They do not care what they do so long as they get away with it.
Reviewer
Justin
Location
Mirfield
Date
30/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been a virgin customer for over 15 years & seen it slip & slip. Now I carnt take it no more im having to reboot the router 4 to 5 times a day.. & when I have complained to them about it they seam to think this is acceptable ? I'm going to be changing services after there engineer comes out & isn't resolved on the 1st of December
Reviewer
Rene
Location
Warrington
Date
29/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Am paying for 100mbps, but only get around 3 in the evenings. It is a bit weird they are excluded from Ofcom's rules regarding leaving an ISP because of slow speed.
When the contract is done, I'll be leaving.
Reviewer
Fatima
Location
Ealing
Date
29/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I am a new Virgin media subscriber and I should have stayed with BT when I moved house two months ago!!! This is the second time in two months they have overcharged me - charging me more than five times what was agreed on the contract! One month ago I was told the problem would be resolved but they would not send me a confirmation email to this effect nor was a reference number available as proof of the call and 'promised' bill correction.
One month later they send me another inflated bill and then have the audacity to charge me a late handling fee! Shocking and unacceptable!
Reviewer
Sally Seagull
Location
Brighton
Date
29/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
A terrible service. If you have to ring customer service you just get passed around. You NEVER speak to the same person twice. They do not seem to have the knowledge to solve problems. I was left without broadband for over a week after moving. I rang for a total of over three hours in separate phone calls. Bills seem to be made up every month. Email service is slow. If there is an alternative use it.
Reviewer
john
Location
bushey, london
Date
29/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
they don.t deserve even one star. the hailed internet is not stable, you cannot run any online app, any online game, ping, jitteer and all are horibble unstable
Reviewer
Diane
Location
Leicester
Date
29/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am absolutely fuming with Virgin Media. We signed up to be installed on 15th October 2016, to be told when they arrived that some of the wires when laid in the street must have been crushed, so ok, we wait for that to be sorted. New installation date 2nd November, they arrive, still the road hasnt been repaired so away they go again, this is after having time off work, numerous lengthy phone calls to Virgin who have some awful people working for them, sorry but they do!!! We were then given another date of 29th November, so more time off work, to find out when they arrive that the road problem still hasnt been sorted. Are Virgin seriously having a laugh with us!!! Grrrrr angry is not the word. I demand to speak to a Manager, who promises to ring back tomorrow, like that will happen, we have been promised numerous phone calls back and got nothing, is there really any professional people working at Virgin that can actually sort queries out. I am so disappointed in the overall service..it is unbelievable for such a high named company. I am sure Richard Branson would not be impressed. SO if anyone is thinking of getting Virgin Media..just beware the overall service is beyond zero and very unhelpful and unreliable staff at the end of the phone!!!!
Reviewer
Peter Gibson
Location
Croydon
Date
29/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had such a bad experience with Virgin after being a loyal broadband customer for 4 years, I have just had enough. The service they provide is spotty and the customer service is rude and unaccommodating. How can a company not take notes when you ask them to cancel your account???? I now have an £120 charge of internet & phone that I didn't use?? I thought if I just talk to them like a human being that would be enough, I mean how can you refuse to give a refund and not even be bothered about getting the money from the person using their service, they would get the same amount of money it's just them to caring and hiding behind corporate policy. I got passed around to at least 10 different people in different departments, and then you get transferred to the 'bully' who has been trained to brow beat you into submission by not caring about you in the slightest. They don't even listen to you they just wait for their turn to say, no, we are keeping your hard earned money just because it's against a policy that I have never seen nor signed or agreed too. Well guess what... it is not my policy to give money to anyone that has not earned it.
Corporations should have a responsibility to do the RIGHT thing when situations arise where human decency is needed. We all need to vote with our money when a company steps out of line and just starts caring about the money more than the customer. Would you want to give money to company like this??... cause I wouldn't.. Never again will I use any of their services.
The thing about virgin is they make you pay 20% extra for what you think is going to be a much better service, but this is false. I thought that as a virgin customer they would go the extra mile to provide great or even ok customer service. This is false too. Virgin spends all this money on advertising telling us they are a certain way when they are not! I mean when I left Utility warehouse years ago they were way nicer and they are a small company in comparison.
I have now changed to BT broadband and they are really great. I had an issue which the customer service bent over backwards to help and make sure everything was ok.
Reviewer
Rose
Location
england
Date
29/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'm not the type to ever leave a review, let alone a bad one, but unfortunately i feel i need to now. DO NOT PICK VIRGIN AS A PROVIDER.I have been let down in a variety of ways... over charger 3 times, huge lack of customer service, let alone the fact the speed of my service is crap, takes around 1 hour and a half to download anything. pathetic. Virgin media you should be ashamed of yourself.
Reviewer
Olu
Location
London
Date
29/11/2016
Comments:
Virgin Media in my opinion does not deserve any star in view of the services received so far. The services and wrong charges to my account (for service not received) is fraud.
The home phone constantly go off or connect to another line (calls ringing on another number). In addition to the regular service failure, it is difficult to report fault and some of the customer service are rude and incompetent.
I cannot recommend Virgin media to anyone until the service gets better, for now the service to me is bad choice of purchase - money and time wasted.
Reviewer
Isabella
Location
Edinburgh
Date
28/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT JOIN VIRGIN MEDIA!
ENGINEER HAS NOT SHOWED UP FOR EVERY ORGANISED APPOINTMENT FOR OVER A WEEK!
STAFF LIED ON THE PHONE 3 TIMES SAYING THAT I TEXT AND CANCELLED..
I AM QUITTING AND SO SHOULD ALL OF YOU.
Reviewer
Rachel
Location
Leicester
Date
27/11/2016
Comments:
I cannot even give Virgin a 1 star rating! So to begin - Virgin installed cables throughout the entire village - rep calls round and explains the 200mps broadband speeds I can achieve and the costs - all sounds good so I sign up - Tuesday Virgin installed - Thursday ring up to find out why we still haven't got internet access and problem sorted - Saturday kids complaining that PS4 games were rubbish and lagging and upstairs no Wi-Fi on laptop. So ring Virgin who explain all the devices need to sign in to 5g not 2g. So away we all go to resign in. Only 1 mobile could sign in and get 150mps speeds, Xbox could find 5g but Wi-Fi signal couldn't travel upstairs so couldn't sign in. PS4 does not support 5g!!! Nobody mentioned this to us during the sales pitch and advice from the engineer. So after further conversations about boosters and wiring all the devices up we decided to return to our trusted BT service which gave us better speeds and worked all devices throughout the house. So,be warned, if you want the speeds promised them make sure you have the right mobile phone, gaming consoles and don't mind wiring running through your house!
Reviewer
Kishore
Location
Bankupelle
Date
26/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have agreed to switch from current broadband provider to Virgin as there were many letters from Virgin promising 200 MBPS internet fibre optic connection and good offers.
But, i came to know from my friend in the next lane that they had lot of issues with Virgin connection as they failed to enable a connection for 2 weeks and informed that it will take another 8 weeks to enable a connection in to the house as it will require a council permission.
I called Virgin atleast 5 times as i did not want to face the same issue. Even the day before the Virgin sales team said 99% there are no issues for connecting the broadband as there are other properties in my lane, who has broadband connection. On the day, engineer informed me that it will take 2 further days to investigate and may take extra time to get council permission.
The worst part was, they disconnected my phone, TV and boardband with existing provider.
This is irresponsible from Virgin as they did not foresee the issues. I had to be on phone for hours to stay with current broadband provider.
I suggest you only opt for Virgin if your house had a connection from the company before. If not, i am very sure that the sales team will try to sell the services but will fail to deliver
Reviewer
Syed
Location
Birmingham
Date
26/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Terrible customer service theyve got illiterate staff from abroad who can barely understand english.
Greedy money hungry couldnt give a toss about customers.
Uk calk centres are the way forwad virgin.bunch of a**holes lol
Reviewer
Phil
Location
Nottingham
Date
26/11/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been a Virgin customer for over 5 years now and am very satisfied with the product (TV and Broadband). However they let themselves down very badly on the customer services front. As my contract was coming to a close in September I rang them to negotiate a new one. Since then my monthly bill has not been correct. I have rung them numerous times and been passed from pillar to post or cut off on a couple of occasions. Each time I am told it has been sorted but then the next bill arrives and its the same story. They seem to tell you what you want to hear over the phone but completely ignore the problem. Of course when you ring again its a different person you are talking to and you have to go through the whole process again with the same result. It seems to be a never ending circle! Well i'm just about at breaking point, so if its the same next month I shall be looking at Sky or BT.
Reviewer
S.C
Location
London
Date
25/11/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
1 year with Virgin Media so far so good. Our Virgin Media Super Hub is excellent, most of the time we are getting about 50Mbps download, 3Mbps upload and about 20ms ping on a Wi-Fi which is great. The internet is pretty stable. Not the cheapest but you get what you pay for. Can't believe they have so many bad reviews!
Very satisfied with Virgin Media Broadband. Excellent customer service! Great Internet Speed! Reliable!
Highly recommended! 10/10
Reviewer
Katarina
Location
Maidenhead
Date
25/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Is absolutely rubbish don't buy it! They even can't install it properly is not working at all! They make u wait ages ,the costumer service is rude and not helpful,im still waiting they should contact me is not happened,im disappointed is a worse firm ever!
Reviewer
Fernando
Location
Fareham
Date
25/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I just experimented one of the worst customer service. I call to Virgin Media in the beginning of November's to told them that I was moving houses and I need a technician to install the services in the new house as this was completely new (all rewiring, plumbing, etc.) They a knowledge this and told me that no problem in the 25th of November a technician will go to the new address between 8 - 13 to do it for us. There is a surprise today is 25 and they deliver a instalation package to do it our self. When I call to Virgin they told me that there is not notes about a technician. They asked me to book a new appointment. After talk to 4 different people on the phone explain to each one of them the situation and the answered the security questions still not even near to give a monkeys about my issue. Guess what apparently there is no managers in Virgin Media to talk with and their employees tell you (obviously with no meaning) they they understand you but is nothing they can do. This probably isn't a big issue but this is the same customer service and the same answer for every single issue "Nothing they can do". But if you want to leave even if it's their mistake YOU HAVE TO PAY THEM. If you are late with your payments you get penalise. If you do anything wrong you have to pay them. If they do a mistake it's ok. I the end of the conversation they offer me a disccount of £3 of my monthly payments for the issues but still need to wait for a new appointment with a technician. I do not know if they were joking about the discount but I told to the lady to go and get herself a coffee with the £3. And they cut me off.
Is there any descent client serviced focus provider that use the common sense? Are all this actions and contract legal? At some point these Internet and phone providers has to change the way of doing business, I can not believe that all this issues are handed in this way for the business interest. Will be so easy and remunerated to do the right thing.
Reviewer
MJS
Location
Poole, Dorset
Date
25/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusted that we have been with virgin media for over 8 years and the service and attitude of staff has deteriorated. I always looked at the virgin brand and thought quality, I think it is ashame that the brand of Richard Branson has gone down hill, maybe now he is worth over 3 billion pounds he has lost interest. They are constantly over charging, are rude in the UK center (Indian center are usually helpful, it has to be said) and the broadband and TV service is up and down constantly. Have decided to cancel all 3 mobiles and will cancel my broadband service as soon as possible. Will probably try BT.
Reviewer
Tristopher
Location
Liverpool
Date
25/11/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
The worst customer service I've ever encountered.
Was missold broadband - waited weeks for an install date, had everything installed, then turned out the service wasn't even available in the area. Tried to cancel and was repeatedly told 'Just be patient and we will deliver, maybe 2-6 months'. Still have not been cancelled after being told that no one is able to cancel and that you will be phoned back immediately.
Reviewer
George
Location
London
Date
25/11/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am currently writing this review using my mobile phone data, as for the sixth time in the past two weeks, for no known reason my Virgin Media 200Mbps service is down. You would expect a 200Mbps service to also run fairly rapidly too, yes? You'd think so, but for the past month the extortionate amount of money in paying is impressive if it ever exceeds 10Mbps.
I have contacted customer support on several occasions, and every single time I'm told about some sort of "work" in the area or given some other, equally dismissive excuse, yet when I check out my broadband service status on their website it hilariously claims "there are no known faults with your service". I have been offered neither refund or explanation outside of the generic "work in the area" or "utilisation" or, as the really helpful woman told me last week "there are no issues with your Internet, it is running fine" as I sit in front of my computer, and router being told there is no connection to a local DNS and the router blinks it's typical "I am not connected" light show.
Previously I've had very few issues with the service, but when it goes wrong, it goes catastrophically wrong. You are either one of the lucky ones and receive a full five-star service, or you, like me, pay high amounts of money for less than a percentage of the speed you expect, and then get dismissed when you ask them to fix it.
If you go with Virgin expecting some semblance of quality, in both service and support, I'm beginning to believe you'd be sorely mistaken. You would be better off taking the £80 or whatever it is they charge most people for their "high speed service" these days and setting the money on fire. You'd get more use out of it that way. You can cook, warm yourself up and clear a forested area for yourself to built a hut and live in the wild, because you would still be getting the same Internet service.
Apologies for any formatting issues, typos and the like, as stated, I'm having to post this on my mobile, as the only reliably speedy Internet I have currently is my mobile data...
Reviewer
MJS
Location
Poole, Dorset
Date
24/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Disgusted that we have been with virgin media for over 8 years and the service and attitude of staff has deteriorated. I always looked at the virgin brand and thought quality, I think it is ashame that the brand of Richard Branson has gone down hill, maybe now he is worth over 3 billion pounds he has lost interest. They are constantly over charging, are rude in the UK center (Indian center are usually helpful, it has to be said) and the broadband and TV service is up and down constantly. Have decided to cancel all 3 mobiles and will cancel NY service as soon as possible. Will probably try BT.
Reviewer
Sam
Location
London
Date
24/11/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
It took me 4 months to get changed over as the main account holder, only for me to be stuck with charges. None of my details were processed and I had to spend an hour confirming the details I already gave them. No communication about a 2 week long fault in my area, no complaints service. I asked to be on e-billing 3 times to no success. And when I moved out of my property into a place that already has Internet services I was given a charge of £76 and told that if I wanted £50 taken off this, I had to get a friend to sign up. That is criminal extortion.
If I could give less of a rating I would.
Reviewer
Jordan
Location
Manchester
Date
23/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin broadband is the absoloutley WORST for 1. The customer service may aswell be on existent because they speak or understand little ENGLISH, meaning they can never resolve any issues you have or compensate you in any way! My internet was OK, about 2 years ago since then constant problems since the start of this year I rang up around July they told me it would be fixed in my area in October, I ring in October to see why it's still RUBBISH he tells me September it will be fixed !! Now we're in November and the internet is unusable !!' My upload speed being 0.50 and my download 0.15 !!!!! It's unbelievable how virgin charge me £40 a month when I have NO internet ?? They are the worst provider out the and the customer service tops it off, absolute joke of a provider so sign up to virgin if you want to be ripped off and bad internet.
Reviewer
Daniel
Location
Nottingham
Date
23/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with virgin for about 1 year just over now and I've had nothing but problems with them! I'm also with virgin broadband and that's just as useless. Always struggling for a signal. My phone says 3G 4 bars and it still can't get a signal. It's just useless. I'd get further if I didn't have a phone. The WIFI is always kicking me off then struggling to reconnect if I can even detect it. Signal is weak even when it says full signal 3G. Really don't recommend virgin media. Expensive! Unreliable! A total waste of time and money! I'll be surprised if they have the signal to upload this!
Reviewer
Mariam
Location
Date
22/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not even worth 1* the worst company you can ever deal with. The so called customer relations team who are tgere to resolve your complaint dont even know what day it is. A woman called Karen or Carol has the worst attitude ever. Advise to all.. DO NOT SIGN UP FOR VIRGIN MEDIA.
Reviewer
Winnie
Location
lancashire
Date
22/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with virgin media since it took over NTL....moved 3 months ago and broadband speeds are negligible, too much buffering and sometimes no connection. Rang to cancel and told I cant without paying 225 as apparently i started a new contract the day I moved! Feel I have been unfairly treated because at no time did they tell me I had to start a new contract.....the last 10 years of being a customer is not taken into consideration. Customer service is appalling..
Reviewer
Joshua
Location
South Wales
Date
22/11/2016
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Shocking customer service. Very unwilling to help resolve problems, they just try and get you off the phone asa quick as possible with no real solution. The equipment is very cheap and fails frequently. I have three Router/modems that have broken in a twelve months period.
Reviewer
Chris
Location
London
Date
21/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Complete waste of time and money, back to BT it is.
Reviewer
Yash
Location
Hillingdon
Date
21/11/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Waste of Time and Money with Virgin. Never have Tv broadband and Phone with them. In my area every fortnight there is issues with the service means you lose all your services. Pay for what you never get. No doubt they have fastest broadband but only when the line is flawless. I wouldn't recommend to anyone. Can't wait for contract to finish and can walk away. Extremely poor customer service adds to extremely overall bad experience. Avoid if you can, you have been warned.
Reviewer
Ian
Location
Coventry
Date
20/11/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
The usual saying is you get what you pay for except when its broadband .everytime I do a test on here it gives me the miserable speed I know I'm getting but it then tells me I could get speeds 7 times faster with virgin but I am with virgin fibre optics so where is my 200mb as apposed to the 17mb I get now.
Reviewer
Stacey
Location
Waverley
Date
19/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The worst company I have every had the pleasure in dealing with
Rude incompantant staff who have no idea what they are doing. Please don't be fooled but the "we record all phone calls" as only 1 in about 100 are recorded!
Reviewer
Mrs Dar
Location
Warrington
Date
19/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am using their so called fibre optic 175 mbps but net is extremely slow and on speed test I got download speed of 0.6 mbps. Utterly rubbish. I am switch to BT now.
Reviewer
Glen L
Location
Birmingham
Date
17/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just installed vip TV package & broadband. Within 2 hours I am face with no Internet & limited tv chanels. Contact virgin via 150 transfered to a technical who ask me to turn the box off for 2 minutes.carried some checks after turning on TV no changes to chanels. Suggest engineer visit 5 day wait, transfer to broadband department they suggested an engineer visit 5 day's. Request to speak to manager I was told there no managers available. Suggested cancel contract I was put through to customers relations to a smug young man by the name luke somewhere in Wales who wasn't interested in dealing with my problem. Rang 150 customers relations ask for a manager told all managers were in meetings. Told that he would contact installation team regional manager who will in turn contact me ASAP. I am still waiting. Looks like a good Advert for both SKY And BT.
Reviewer
Glen L
Location
Birmingham
Date
17/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just installed vip TV package & broadband. Within 2 hours I am face with no Internet & limited tv chanels. Contact virgin via 150 transfered to a technical who ask me to turn the box off for 2 minutes.carried some checks after turning on TV no changes to chanels. Suggest engineer visit 5 day wait, transfer to broadband department they suggested an engineer visit 5 day's. Request to speak to manager I was told there no managers available. Suggested cancel contract I was put through to customers relations to a smug young man by the name luke somewhere in Wales who wasn't interested in dealing with my problem. Rang 150 customers relations ask for a manager told all managers were in meetings. Told that he would contact installation team regional manager who will in turn contact me ASAP. I am still waiting. Looks like a good Advert for both SKY And BT.
Reviewer
Kushtrim Mak
Location
Bromley
Date
17/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I thought BT was bad HOW WRONG WAS I! I now remember why I left them. I signed up again as I wanted the 200mb only to be told they will come and install in two weeks which is normal. Two weeks came and engineer said an external company needed to come out and install a wire to my house. so rescheduled for another 2 weeks - engineer turned up and told me the wire hadn't been run through to my house so will need to reschedule for another 2 weeks. Again the engineer turned up and said the same thing the first guy had said over a month ago. It has left me speechless at what a joke of an organisation they are.....now been told to wait another 2 weeks, 2 months to install a broadband Virgin ?...surely not - I cancelled immediately and stuck to BT.
AVOID AVOID AVOID!!!!
Reviewer
Paul
Location
croydon
Date
17/11/2016
Ratings
Speed
3.00 stars
Reliability
2.00 stars
Comments:
been a Virgin customer for the last 4 years paying over £80 per month. Broadband went down last Friday a virgin technician says i need a new cable running outside. The original date i was given for this was feb 2017 but now they can do 20th dec this year! How am i supposed to manage without broadband or tv for 5 weeks until then? When i said that if this was the best they could do i would have to change providers they passed me over to the cancellation team. Bet if i was a new customer i would be connected next week!
Reviewer
Helen
Location
Manchester
Date
17/11/2016
Comments:
Totally lost the will to live with this company. Long story, apparently today they decided we don't exist on the system, post more when I feel up to it. Let's just say they chose their customer service, or as they say technical team on the basis that they can't speak proper English, probably pay them next to nothing, yet it takes them all day and they can't even find your post code, I need oxygen!
Reviewer
andrew
Location
newcastle upon tyne
Date
16/11/2016
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Constantly find myself on phone to report faults
Reviewer
Chris
Location
Barnsley
Date
16/11/2016
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Although TV is good, the broadband is very poor at peak time getting as low as 5MB on a 200MB package. Promised to be sorted in November now push out to December.
Reviewer
Eugene
Location
Camberwell
Date
16/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Similar to most of you, I have been a virgin customer for over 5 years from my previous address and when I advised them that I am moving to a new address, they told me they are unable to provide the service at my new address and hence they have to terminate my contract which has been running for about two months. They sent me a bill of £216 for early termination fee meanwhile I still required the service at my new address. The are cheats and my only advise to everyone is to make sure if you ever have to sign a contract again with Virgin mobile or media beware of this. I will never recommend this company to anyone more so currently there are equally good service providers that can offer services in most areas and also provide you with a much better customer service. Their customer services are just nothing to write home about.
Reviewer
Pbax
Location
Manchester
Date
16/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I like to keep my media bundles to about the £50 mark, so what seemed as a good deal at £47.00 a month I signed up for. But be careful, because after sending me offers to up grade to a better bundle, which I also so took on, this original £47 has turned in to £76 after 12 months because discounts have been taken off. Customers services told me they were sorry but I'm on a old contract. The usual low moral behaviour from big business.
Reviewer
Lloyd Clarke
Location
Leeds
Date
15/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband keeps going down all the time. Customer service is offshore and useless. Lock you in a contract and can't get rid off them.
Reviewer
Perry
Location
Drighlington
Date
15/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They said we could have fibre optic according to their post code finder, so I cancelled BT because I was still in cooling off period, as we'd just moved to new address near Bradford. Supposed to install 19 Oct 16, but did not. Numerous calls later and promises of call backs to keep us informed, we're told they don't have the infrastructure, ie duct underground duct to get cable to our house from junction box. My wife is told they have to dig up road at nights to avoid busy traffic. Each night we look out window and see noting happening. Sent two letter to Virgin Media complaints and cc'd them to Richard Branson, no response. On last call, I found out they'd only sent, on 6 Nov 16, an internal application for approval of the cost to install the cable and dig up road. This is lie no4 at the last count. They'll say whatever they have to, to get you off the phone. DON'T USE VIRGIN, THEY ARE CRAP. Worst service I've ever experienced. We've been without broadband and a phone line since 6 Oct 16 on the strength of what their sales staff told us. BUNCH OF LIARS AND TREAT THEIR CUSTOMERS WITH UTTER COMTEMPT.
Reviewer
M. Cooper
Location
Luton
Date
15/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have been customers for over 20 years. I am disabled. I need the phone for medical emergencies. A week ago the phone went down. The phone is still dead. This company does not give a damn for anybody and do not pay any attention to the laws of contract. They just want to take your money and give no service. Is a group lawsuit possible in this country?
Reviewer
Disgruntled Customer
Location
Bradford
Date
14/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Completely unusable between the hours of 6pm and 12am.
Having called numerous times, the problem is described as 'over utilisation'. Basically, these money grabbers have over sold the service in the area and cannot offer the speeds we pay for between peak hours, therefore restrict it to an unusable bandwidth.
The result - extremely stressful evenings trying to get a webpage to load.
Want to stream the latest episode of your favourite series? Impossible.
I would not recommend this to my worst enemy!
STAY AWAY!!!
Reviewer
Mark
Location
Hemel Hempstead
Date
14/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Writing this review on behalf of my Household. We have been a loyal Virgin customer since 2008 ish . THe customer service has always been poor, however the service was good. In the past 9-12 Months the service has been getting progressively worse. Especially at night when the load is highest. Blah blah we don't promise top speeds during load times.. Fine BUt when your upload is 12mps and your down is 2mps and you pay for 151 down and 10up.. You have to question everything!! Time to buck up your ideas Virgin. You used to be a good supplier, now you are dog dipped in shite.. Oh hang on Mr Branson sold this arm of telecommunication?
Reviewer
Mark
Location
Hemel Hempstead
Date
14/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Writing this review on behalf of my Household. We have been a loyal Virgin customer since 2008 ish . THe customer service has always been poor, however the service was good. In the past 9-12 Months the service has been getting progressively worse. Especially at night when the load is highest. Blah blah we don't promise top speeds during load times.. Fine BUt when your upload is 12mps and your down is 2mps and you pay for 151 down and 10up.. You have to question everything!! Time to buck up your ideas Virgin. You used to be a good supplier, now you are dog dipped in shite.. Oh hang on Mr Branson sold this arm of telecommunication?
Reviewer
jicheng
Location
london
Date
14/11/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
No internet connection oftenly, after many days still there.
Reviewer
Dr Ruud van Deursen
Location
Leeds
Date
13/11/2016
Comments:
Totally screwing you on your money while not being capable of providing service.
Having had satisfactory service on my old address, I had stated my intention to the company to move my services to my new address. First, given the fact they claim themselves as the best in field, it's absolutely stunning they cannot provide the service.
Following the fact, they cannot provide me the service - they made the contract quit. To top that, made me accountable for an early termination fee of 240 gbp as well. That's not just poor service, that's just not acceptable. This company screws you on your money while falling short on offering the service. The minimum of a 1-star one has to give to the review, is definitely overrating this company.
To top the story, they also had the courage to stop the chat.
Reviewer
douglas
Location
leigh/manchester
Date
13/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
virgins sales team are a total knightmare to deal with ,i spent nearly three days to order a phone for our grandson for christmas,,waste of time passed from pillar to post to end up talking gibberish for hours on end for no result!!,i,m going back to sky and canceling my telly/broadband/phone,absolutely useless,
Reviewer
andrew
Location
Wigan
Date
12/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
SH**TE
Reviewer
Blend
Location
Nottingham
Date
12/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Charging me for many reasons
the speed was at first but from April still present ( November ) they have problem in my area even at night unable to open Facebook page. Be care full they have charge for every small details. I am not recommend to make contract
Reviewer
M
Location
Worcestershire
Date
12/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service, terrible customer service. Avoid this company at all costs. They have been promising to improve my 5 Mbps download speed for almost one year, throughout this time I have been paying for 100 Mbps.
Reviewer
Piss take
Location
Reading
Date
11/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Fucking useless is what this is. Drops down too fucking often
Reviewer
ABDUL
Location
BIRMINGHAM
Date
11/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A load of crap, I wont be signing up ever again,prices keep going up almost every two months.virgin sent me threatening emails " we are going to charge you for un used equipment we sent you" more trouble.. there are better suppliers out there now. plenty of choice. stay away from Virgin
Reviewer
Ugo Santos De Souza
Location
London
Date
11/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Been a customer for a few years now and when moved houses earlier this year I was going to take the service with me. That is when all started.
Let me just say that the service was never great anyway and customer service always, ALWAYS let me down.
After they took nearly a month to without giving me a installation date I went for another service and cancelled with virgin. 3 months after, several calls made saying I cancelled (they keep me sending a contract to sign etc etc) today I get a message saying that my installation date is next week. They are so not organised and every operator I speak to say that they sorted it out and it is now cancelled..... until another email or text message asking me to confirm something, or sign a contract blah blah blah. Just stop it would you?
Reviewer
Ghislaine Barfoot
Location
Sandy beds
Date
10/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Got problem with my broadband. Engineer can't come before Monday. We are self employed and our business need internet. Virgin can't do nothing until then. Been a customer for over 15 years spend every month between £150 & £180 and now they are telling me that no one can come. So so bad. All my road have got virgin, well I tell you I will tell to all of them, friends and family to go with SKY. that is it I am really fed up. Not fair to lose business because no engineers ..... and you talk to them on the phone and I cannot understand them .... very bad indeed. I will NOT recommend Virgin anymore
Reviewer
Bozena
Location
edinburgh
Date
09/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would not recommend this company, CUSTOMER SERVICE BIG ZERO, MY BILL SHOULD BE £22.97 - PROMOTION HAHA MY BILL IS £31 - WHY ??? BECAUSE THIS COMPANY ARE THIEVES
Reviewer
Dragana Ignjatic
Location
Snaresbrook
Date
08/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor and unfair service, I have been with Sky since the 90's, I only got virgin media as I moved to an area that was cable only due to dishes not being able to be put up. When sky could not provide me with Sky TV, the canceled the whole package without any fees. Now I am moving again but virgin want to charge £200 because they can't provide their services to the area I am moving to. Avoid Virgin media, its just using the virgin name to deceive people.
Reviewer
Flora
Location
enfield
Date
07/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My wireless internet with virgin never works and we are always experience problems, after calling and having people come out to try and fix it a numerous amount of times we are still experiencing promblems, and end up paying more money on my phone contract to use the internet.
Reviewer
lica
Location
BOREHAMWOOD
Date
07/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst internet provider,awful . Never seen such a bad customer service, services.
NEVER RECOMMEND virgin to anyone.
The worse experience a company has offered me all my life. 0 stars
Reviewer
Sam
Location
Burntwood
Date
07/11/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Outstanding service! Finally broadband that is reliable! Prompt and efficient in every way, wish we had changed to Virgin years ago! (BT should stand for Bin it)
Reviewer
Mahdi
Location
Glasgow
Date
07/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am in virgin media for 5 years now and i had 3 phone contract mibile and broadband contract. I just found out they took money from my account without any permission. Thats rediuclious so i just cancel my mobile contracts but i couldnt cancel my broadband because theh told me u gave 1 years more contract even i didnt give them to renew my contract so completly disappointed. I never recommend to my friends anymore.
Reviewer
Gordon Watson
Location
Glasgow
Date
06/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
All was going well with virgin media until a few weeks ago without any consultation with me, they increased my bill for supposed 'up'. Since then for whatever reason my speed have plummeted and im now randomly getting disconnected also. Completely unacceptable.
Reviewer
J Narcisi
Location
Bromley
Date
05/11/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The line to my house was damaged by road works not the fault of Virgin
An engineer identified the problem but I had to wait 1 month for an appointmet for engineers to fix it. An appointment was made for 4th November 1-6pm.
Engineers came when we were out without an appointment and left cable unconnected trailing from my front garden wall up to the house.
When I rang Virgin they had no idea anyone had been but they confirmed the appointment 4th November 1-6pm.
I received several texts confirming that appointment .
On the morning of 4th November engineers came in the morning un announced and connected the cable to my house so wifi was now working again after 5 weeks without it. They would not bury the cable but said the engineer due between 1-6 would do that.
I rang Virgin again and they confirmed the appointment.
No one came so I rang Virgin again and they said the appointment had been cancelled. No one told me.
So although I am now connected I am trying to get Virgin to bury 70 feet of cable but no success yet.
Reviewer
Derek
Location
Falkirk
Date
04/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I Have recently been made redundant from my job and am having to move house and cancel my virgin media.as I can no longer afford it.l tried explaining this to them and was shown no sympathy and was hit with a bill for £175 I have been a loyal customer for many years. I would not recommend this company after this enough said. .
Reviewer
Gupta
Location
Wolverhampton
Date
04/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disappointed with the service not the first time but actually the second time when it comes to Virgin Media. Been with Virgin Media for 18 month contract and felt that there's no recognition of a valuable customer, and after the offers have finished noticed that prices started to go up on the bills, resulting in leaving the company and went with sky. Further approached by a on the door, Virgin Media sales representative who offered a mouthwatering deals no-one can resist, and same day we were convinced to join the Virgin Media. Following the initial process when we realised that it doesn't have the full deal, we contacted the Virgin Media team, who clearly stated that the deal is not factual, and tried to convince us for a much expensive deal. Convinced on many occasions that the team will contact but no contact made. Eventually after 4 days of the drama, we were able to terminate the contract. And guess what as expected no apologies from the team and no cooperation, even though they missold the product and we provided the evidence to prove this.
Reviewer
Linda Atif
Location
Orpington
Date
03/11/2016
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I upgraded my account and was promised to pay extra 7 pounds per month. Ended up with +50. Phoned up again trying to cancel the contract. Was promised a new contract for 21 pounds. Today the new contract came through and voila... 39 pounds per month. Phoned them again and tried to cancel. They said it's an error and will call me back. No one called. This company is a nightmare, impossible to cancel. They are trying to roll me into a further twelve months contract. I feel like I am dealing with The Wolf of the Wall Street characters.
Reviewer
Michael
Location
Maidenhead
Date
03/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virginmedia is forcing people to buying a house in ther service area, if not you will be carged 200.20. I did talk to a saff and she tried in my pisse off situation to sell me another contract, would nobody recommed this peovider.
Reviewer
Rupal Patel
Location
Croydon
Date
03/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have previously been a virgin media customer and in that property virgin media would have scored much higher. Since moving property. virgin media have really let themselves go. Taking 4 months to install broadband and still no resolution on landline. Not a single call or letter to inform us what is being done. Hours of calls repeatedly having to chase and being given countless unkept promises. Several days of annual leave wasted due to mishaps from virgin.
They may advertise a super fast broadband but they have a super slow installation and zero customer services skills.
My advice would be to consider any other option but virgin if you would like to keep your sanity!
Reviewer
JXUK
Location
Eastleigh
Date
02/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I hate VM so much that I have gone beyond the point of being livid. The old box gave me fast. reliable broadband. The new, cheap-looking white box is useless. I have yet to last for more than 30 seconds (I kid you not) without the buffering / lag starting. It's depressing.
Every day I have problems and every day I check online for any issues in my area, which there invariably are.
I hate Virgin Media! I use my iPhone as a hotspot so I can watch the news or Netflix.
I hate Virgin Media and cannot wait for my 12 months hard time to be up.
Reviewer
Ruta
Location
Tilbury
Date
02/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst experience i ever had! We sign contract for 25£ and after 10months charged 37£ and now have started to charge more than 40£ per month... the internet doesnt work properly! When i went to the store and asked about that nobody wanted to talk with me! The excuse was: "im selling and dont know anything else"!
Why nobody said that one day they will start to charge over 40£ just because they want to do?!? Why i didnt hey any email about that?! Very dissapointed, i would never recommend it for anyone else!
By the way, if i want to cancel i have to pay 200£?!? And yes, my contract is for 18months, but it also is for 25£, not for 40£!!!
DONT SIGN WITH THEM!
Reviewer
podders
Location
swansea
Date
01/11/2016
Comments:
leaving virgin after being with them nearly 10years. only need bandwidth of about 4mbs for iplayer/netflix and paying full whack for high speed and they just put prices up.currently getting 2mbs download.and this is happening intermittently for months, going to get BT line installed asap and go elsewhere cheaper and consistently faster.
Reviewer
Claire Waterworth
Location
Ne30
Date
01/11/2016
Comments:
2nd time tried to submit this I am absolutely disgusted that such a big company r so disorganised and lack customer care . On Friday 28th I moved into new property waited all day for engineers and nobody turned up !!! Rang them half 6 and I was told they were running late and would ring me when on way . Nobody bothered to call or turn up !! Rang next day to b told 19th Nov was soonest after 3 calls they then said 11th and they would solve problem and ring me within 24hrs to 48 I am still waiting for call and I'm contacting trading standards tmrw as the service has been disgusting when I could have had it installed by someone else with no problems . My argument was engineers failed to show so why is there nothing in place to turn up for customers the following day ????? Disgusting service and will b cancelling the appointment for Nov 11
Reviewer
shaun
Location
nottingham
Date
01/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Can't fault the broadband speed or service.
However i refered a friend and they shafted us. We've phoned up repeatedly to sort it out.
My friend recieved an email saying we'd get 50 pounds each.
Called them afew weeks ago and spoke to a nice to send her a copy of the email,liked her a lot.
Called today and then said no you both don't get 50 quid each i get 50 and my friend get free installation. We didnt get jack. Waste of time since richard bransin sold it.
Reviewer
Susie de Billy
Location
London
Date
31/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virginmedia has been a disappointment from the very begining. Wifi slow and sporadic. We suffered during 2 months of repairs in March and April , and again starting mid October . Some days we have no wifi at all, other days it is intermittent . I am told it will go on for another week or two. This is UNEXCEPTABLE, avoid Virginmedia at all costs!
Reviewer
Ahmed umer
Location
Walthamstow
Date
31/10/2016
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I was with EE but have been having issues with poor speed. VM are providing 100mb for £38/m which is an increase of 75mb for £5/m extra.
The guy on the phone was clear and it was easy to set up. They kept me well informed and engineer turned up on time. Didnt take long to set up as the router is kept next to the external wall.
If you have 3 floors, the router won't reach the top. Buy a wifi extender. Don't pay VM for it as it is a £60 installation charge and £50 for the extender. Complete rip off as it is plug and go! Go to amazon/argos and buy it. If you pay more you'll get faster speeds. I paid £30 and am getting 35mb.
In terms of speed - varies greatly. I find the router itself useless. My Ee router which is 2 years old is better and reached the loft without a drop in speed. If there are any walls at all speed dropped by upto 50 megs.
Feel really disappointed with the router's performance. You expect better as they rave about their new cables.
Reviewer
Tony Barber
Location
Nottingham
Date
31/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
6 years a customer and they treat you like dirt. They do not expect/try to keep customers and do not understand loyalty.
Reviewer
Anastasija
Location
Mansfield
Date
31/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Totally NOT satisfied, didn't get wat been promised!
Reviewer
Claire Waterworth
Location
North shields
Date
30/10/2016
Comments:
On 28th October I had appointment between 1&6 to install virgin media . This day was very hectic as we moved into property. By half 6 no engineers had arrived so phoned to be told that they were delayed and would ring me when on way . They never arrived ?????? . Following morning I rang again took 3 attempts to speak to someone and I was told they were delayed and I'd have to wait till November 19th for next available appointment . I am so annoyed and frustrated as a valued customer you would think a big company like this would have a subtle slots for the following day . This was there fault so why did they not have engineer out with in 24hrs following day ???? It's common courtesy to have a few appointments available to a customer under these circumstances . I am absolutely disgusted the way we have been treat and will b taking this further so is recommend to other customers to b very careful as we have been left with no phone internet or tv . Can't even give them 1 star for way we have been treat and we e no further on . Very very annoyed as every time I asked to speak to manager I got told nobody was available and the staff actually agreed with what I said saying about service
Reviewer
Caitlyn
Location
Date
30/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Joined virgin broadband but cancelled my account within an hour of joining back in July. I then continued to recieve emails and letters about my account, so I called customer services about 5/6 times and they assured me that my account had been cancelled. However I then recieved the virgin broadband box through the door and it wasn't until I phoned again to tell them that I had it that they asked if I could return it. At this point I was on holiday, which I told them, so they said I was to return it whenever I could. I then recieved an email informing me that if I didn't return it within the next 5 days I would be fined for the box, so I then told them I was on holiday and asked if I could have the date extended to return it, but I had no reply. I returned it within the 5 days but then a week later I got an email of my 'bill'. I then phoned again asking why I have been charged for an account which was cancelled 2 months prior, for a broadband that I hadn't taken out the box and since was returned! They then told me that my account had not been cancelled, even though I was re-assured a good 5/6 times that it was, and had to go through the cancelling process all over again. It was also a fuss trying to get my £25 deposit back, which I have only recieved today (30th October) when I 'cancelled' my account in July. Not happy with the service whatsoever, will not be a returning customer.
Reviewer
Neal
Location
Purley
Date
30/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Nearly once a week the connection dies down on our street! Have the 100mps speed but I end of using my mobile providers 4g as the wifi is so bad! Moving to sky or another provider! Plus poor customer service over the phone I don't think they care about there clients!
Reviewer
KS
Location
Swindon
Date
30/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Shockingly poor customer service, bad attitude, patronising and talking down customers, no care or respect they just want your money.
Reviewer
Jeff
Location
Birmingham
Date
29/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I highly Advise you do not get virgin media it's the worse service you will find. They lie to you about speed, I bought 100mb speed it's not even 8mb, the Internet keeps disconnecting every hour. it's so slow you can not even imagine. I try to ring few times there customer services waiting for the half hour have to hang up. Then I try online they have a people sitting there to sell online but not to help existing customer. when I was buying it they ring me every day. just do not buy the internet from them you will regret it if you buy virgin media keep away from them.
Reviewer
Dale
Location
Rotherham
Date
29/10/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Avoid!
We have been paying for a 200mb service, which for the last 14 months has been operating steadily worse and worse. It was great for 6 months but then started to deteriorate.
We do get 200mb, but only during off-peak times. During peak hours we max out around 40 if we are lucky, but regularly drops to 2 or less.
At these times our upload speed drops well below the usual 10-12mb and our ping can reach as high as 900! This means all downloading and online gaming grinds to a halt.
When we download files on one PC, the latency increases to 900 and the other 2 PC's on the network are essentially unable to use the internet.
In April 2016 we called and were told the problem is due to our local area being saturated since Sept 2015, it should be fixed Sept 2016. When we called in Oct 2016 saying the BB was still getting worse we were told the date for the fix was Nov 2016.
We eventually managed to register a complaint by email (their contact info says it's not possible to register a complaint by email! I would love to see what OFGEM say about this...) but did manage to find a complaints email address in the end. Needless to say Virgin didn't respond to the email even though we received a delivery and read receipt within 2 minutes of the email being sent. After the obligatory 5 working days without getting a reply we then called them, and they advised our complaint has been escalated to a manager and we will receive a call in 3 working days. That 3 working day period finished yesterday and we have not received the promised manager callback.
We are outside of our contract end date so we could switch, and we have had our monthly bill reduced by the statutory £12 for sub-standard service, but we want something done to actually fix the problem and I no longer believe the statutory minimum is sufficient after 14 months of problems.
After reading 4 solid pages of complaints on here I have zero expectation we will get what we want and deserve.
Their call centre staff have always been polite and patient, and all based in the UK, however they are unable to fix the issue.
I believe their contention ratio must be through the roof due to over-selling and I'm really unhappy with their price increases.
Reviewer
Bill
Location
Warwickshire
Date
29/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
I was persuaded to upgrade my virgin package when I moved house 12 months ago on the basis that they would give me a discount for 12 months to cover the upgrade, and after 12 months I could cancel the upgrade. Now the 12 months is up and I can't cancel the upgrade. Virgin do not permit free TV which is what I had before. To cancel the upgrade I have to enter into another contract which will tie me up for another 12 months. The broadband is also nowhere near the level claimed and trying to use the virgin site is a nightmare because of all the buffering. I have just spent an hour, 14:06 to 15:07, on the phone getting nowhere (most of that hour was on hold). The call was free but I won't get my hour back. I would email virgin but I can't find an email contact address or a complaints procedure. I have been misled and I'm now met with indifference.
Reviewer
martin
Location
leicester
Date
28/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I moved home, broadband installed. Informed that Virgin was the fastest in the city. On a speed check it sometimes is, however the drop to kbs on a minute to minute basis makes the top speed pointless.
If you can go with any other service, I would advise you to do so.
Reviewer
Sarah
Location
Oxford
Date
28/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Apparently walls are a big issue for Virgin media. Internet constantly intermittent unless I'm pretty much sat on the box in the front room. Engineer promised these issues would be resolved following his visit and they were not...good job Virgin, I enjoy paying you £45 a month and then using my own 4G...brilliant service!!
Reviewer
Molly Steel
Location
United Kingdom
Date
27/10/2016
Comments:
My experience with Virgin Media has been, to say the least, painful. The word incompetent comes to mind. After having a mix up involving two mobile phone tariffs, myself and my mother have been on the phone to Virgin multiple times over a three month period in order to rectify this however we were promised three times a phone call from them which never happened. Not to sound racist but it would be very helpful if the staff had English as their first language. This matter has taken up time and energy, as well as causing unnecessary stress. The staff do not listen to the customers needs and even one of the members of staff accused myself of lying about how I ordered my current phone. The whole experience is incredibly aggravating as my mum has made very clear to the Virgin Media staff. At one point I was on the phone for 2 hours and had, still, no conclusion as there was a "technical glitch". I find this "technical glitch" difficult to believe as it took them six days to rectify it, I was promised a phone call from them at a particular time which didn't happen- how rude! Overall, my Virgin Media has been confusing, raging and just completely painful. I would like to make a point of the incompetence of the staff.
Reviewer
Dan
Location
London
Date
26/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
They used to be good, but in the last 6 months the broadband connection has been intermittent at best. No matter how many times I complain and they fix a problem, it keeps happening again. To cap it all they have put their prices up and some of the last customers services person I spoke to was unhelpful and irritable. She probably sick of all the complaints they are getting.
Reviewer
Ferrs
Location
Lim
Date
26/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
The service becomes problematic since the start of last winter. The issues was unrolved with UNHELPFUL and UN-TRAINED SUPPORT TEAM, until I filed a formal complaint. This resolved as an engineer came to dfix the problem. IT REQUIRED A FORMAL OBUSAN COMPLAINT TO GET THEM MOVING. HOWEVER, the service was good for a bit until everything goes wrong. THEY REFUSED TO SENT MORE HELP AND LEFT ME THERE TO DRY. I WISH I CAN GIVE A 0. HORRIBLE SERVICE even MORE HORRIBLE PEOPLE.
Reviewer
neil
Location
cambridge
Date
26/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Terrible, terrible, terrible. Incompetent. Currently waiting eight weeks for my Internet and TV connection to be fixed.
Customer service is the worst I've ever known.
Life's too short to go through the whole saga. I have never met such a useless crowd in my entire life - ever - ever - ever. Never put your hard-earned cash in this company's account.
Reviewer
Matthew
Location
Feltham
Date
25/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst network provider is virginmedia. My internet is deadly slow. Less than 1 Mbps on a 60Mbps connection . Wired connectin is fine wireless connection worst. Reset all the router settings, change the modem .. no difference...the price is too high too... Do not recommend virginmedia to anybody..
Reviewer
Lynna
Location
London
Date
25/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Waste of time. The connection is far from stable and on the top of this they decided to force a safety filter that we never asked for even in normal sites. There is an option to deactivate it but why to waste our time. I cannot wait to leave.
Reviewer
Gemma
Location
Hampton
Date
25/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The broadband coverage is not extensive and cannot reach one room of the flat. In addition, I have not had a working phone line since I switched to Virgin over eight months ago and have just been informed they will charge me to cancel my contract. I would seriously think twice before going with this company. Their customer service reps have all the right responses, saying how sorry they are etc but, in reality, nothing gets done. I am extremely dissatisfied with the lack of service I have received.
Reviewer
Sriparna Banerjee
Location
Aylesbury
Date
25/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We are with Virgin Media since last six years but now I have noticed, since past two years virgin media service standard has gone down, specially the customer service has become a nightmare. These people think that they are owning us along with the company. My address was not changed even after one year, from the time I informed them. When I asked for an an explanation , they kept the phone down. Past couple of months my broad band speed has gone down like anything. My this month bill came equals to my 5 months bill. My calls/data everything were charged extra.. their call counter is not sync my phone's call counter. I was charged for that service which i have never used. Is Sir Richard Branson listening? He needs to be worried about his customer Service team. They only love to talk but don't want to listen.. as if you have made a biggest mistake of your life by calling them. Probably , they are the busier people than our honorable prime minister.. truly horrible .
Reviewer
Muhammad Ali
Location
Bradford
Date
25/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been trying to cancel broadband for last 1 hour and they are just transferring me to department to department asking me stupid reasons and transferring me to new departments. I would not recommend it to any one.
Reviewer
Daniel
Location
Liverpool
Date
22/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media has got to be the worst ISP ever.
I am currently paying for the top internet at Virgin media and I am not getting what I paid for. I am getting less than 500kbs. That's shocking.
I advise you not to join this terrible company.
Reviewer
Lisa
Location
birmingham
Date
22/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with virgin since may 2015. When i called up to cancel my contract i was cut off by the first customer service agent then had to wait another hour to speak with someone. I was told i would have to pay £240 to cancel even though i had bern with them over 18 months. When i asked why i was told i had entered into a new contract in June (i hadn't)..,but apparently this was over the phone and the call was recorded. Strangely enough the phone call where i was cut off had not been recorded even though virgin claim that all of their calls are recorded
I would not recommend virgin to anyone. They try to bulky you into staying with them and their prices are outrageous. I ended my contract with them because i was paying £55 a month for free view channels which i have on my TV anyway and got a much better deal with sky
It appears when you want to leave virgin they start making up all these charges to scare monger people into staying
Bullies and rob dogs and appalling customer service. Only took them seconds to answer the phone when i pressed the option to upgrade. Took over an hour to answer for cancellations
Will not ever ever return to virgin
Reviewer
Jennifer
Location
Birmingham
Date
22/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin has been a nightmare from the beginning. My broadband was dropping off 3 to 6 times a day, I have called virgin they said that it was an issue with the street and couldn't do anything about it. The TV box was really small, everything was bad.
Then they decided to increase the price of my package but I could cancel with no fees if I wanted to (a per their email). So I have decided to cancel, I called them on 16th September, the person was very helpful and told me that it will be cancelled in a month. I got charged on the 6th October for the full amount of a normal month (ok with that) then I received a letter crediting me for the extra money I have paid as I have paid for a full month but should have been charged only until the 16th + they added termination fees of £172. i contacted their customer service, I had a very helpful person who said that it will be fixed and I will received a personal cheque with the credited amount. Unfortunately that did not work and I have received another bill for the previous amount including the termination fees. I called again and I a very unhelpful person who did not understand they owned me a credit so she wanted to do a credit of what I thought I owned them but not give me back my first credit... long story short, she couldn't understand so I gave up, calling twice in 1 week i a bit too much for me. After hanging off, I realised that it was really unfair and that if they do that do me a relatively young person, who do older people manage if they don't understand their bill. I thought Virgin is a big enough company to not steal from their customers so I have decided to be brave and call again. This time the person tells me that I should be charged the termination fees... this time it is too much for me and I will write a letter to the headquarter. Awful experience from start to finish. thanks Virgin Media
Reviewer
Phil
Location
Coventry
Date
22/10/2016
Ratings
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Plain and simple.. Awful customer services.. Didn't port my number over in time. was Told its down to me to port it..was Reused to speak with manager numerous times. 6th time of ringing got One with limited English.. Told me loosing my number was my fault for switching provider.. NICE. been fobbed off and lied to so my 30 cancellation expired promising to sort this 2 months on.. They still haven't got a clue. Now taking it further. boardband is good but if you get a problem.. May the force be with you!!
Reviewer
Adrienna
Location
Bristol
Date
21/10/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
NOT satisfied with the broadband outages that keep occurring quite regularly for at least a week for no real reason and how long it takes to get it sorted EVERY TIME, but EXTREMELY satisfied with the Virgin Media engineer who spent a long time sorting out the fault, which was successful. I don't know his second name but his first name is James and he visited our property on 21/10/2016. Thank you James! He persevered and was lovely and very apologetic
Reviewer
Mickael
Location
London
Date
21/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Never again!!! I had no broadband connection for cover two weeks-i called them many times to get help, I have booked engeenier visit four times because they were canceling it and nobody come. For cover two weeks no help from them. They said there was some fault in my area network and will fix it as soon as possible.and i have waited for 17 days!!!!! Finally they send me new superhub because someone Has noticed that old one dont recieve signal. After over twoo weeks!!! Ridiculous.
And when I was mooving I wanted to take my VM package with me but they told me there is no line in my new house, they didnt wanted to connection it and cancelled my contract-so i had to pay early cancellation fee!!! I've tried to explain that i dont want to cancel-i am just moving and want to use VM in another place but they said it is impossible. Thieves!!!!
Reviewer
Nitin
Location
reading
Date
20/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Thieves
Reviewer
Captain
Location
Northamptonshire
Date
19/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Warning all potential new customers to look elsewhere if you rely on your internet and appreciate good customer service. Let down too many times. Left without internet 3 times in last few months (one instance was up to 5 days) and just had a letter to advise services will be down again in November. Virgin promised to pay for my extra data bought, I did tell them this wouldn't happen. (it didn't) No call back as promised so I called them. 53 mins later I got credit with the internet down time only, not one penny more for good will gesture. I asked the man on the phone how much the call would be, he said not much, I got my bill and the call cost me £32 No wonder Virgin dont call you back when they promise. Since then Virgin promised to call me within 48 hrs, still no call back. Oh well the poorer stay poor and get punished while the rich get richer, nice one Branson (still love you)
Reviewer
Graeme
Location
Nottingham
Date
19/10/2016
Ratings
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I have been a customer with Virgin Media for over 10 years I received a better deal with alternative company.
Virgin said they would match the deal and I signed a contract forthwith.
What wasn't explained to me was a data cap of 30 GB and I wasn't aware of this until they wanted an extra £7.50 for going above the data allowance.
By this time the cooling off period had elapsed.
I have never had this cap before and it’s supposed to be same as or better than previous contract why would you sign a contract that wasn’t as good.
Don’t confuse cap and speed as I did.
Just lodged a complaint with OFCOM
Watch this space
Reviewer
Adrianna
Location
Lancashire
Date
19/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The fact that I only give them one star is because zero isn't available first they tried taking payment wrong date then after recalling it because it wasn't my bill date I had set a date to ring up and pay been informed my services will work as normal n ther will be no restrictions on my account not only was it a double payment which I wasn't informed about then I was lied to only to wake up a couple days later to my services being restricted and told to get it. Ack on I have to pay money I don't have it's a joke first they miss the payment date then take it out on a wrong day then then they lie then restrict my services and expect a payment on the day to resolve it which as I was told wasn't gonna happen so now I'm left with no services and a bill of 65 pound to pay for while not having my services on for nearly a month not to mention they haven't dealt with my previous network company like they said and I ended up having to pay line rental from both broadband providers for one month to then be told If I cancel I have to pay yet more money coz that all that company is bothered about it's not about the services or the customers it's about how much money they can steal off you your and mine hard earned money is better off being spent for services you'll actually receive never heard of such terrible customer service and service in total if stay away
Reviewer
Paul
Location
MANSFIELD
Date
18/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful Awful Awful - do NOT waste your time setting up a contract with these idiots. Been paying 54 a month for phone and 150 mbps - ok at first but the last few months only been getting about 10 mbps at peak times. had engineer out who said it is a utilisation issue and would takes a number of months to fix (in the meantime I still have to pay)- Virgin have installed cables into a new David Wilson estate nearby but not upgraded the feed to our area (Mansfield) hence nightly frustration. Contract ends next month so i'm off to Sky!!!
Reviewer
JPU
Location
London
Date
18/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I have never felt such delight at ending a contract with any service provider in the U.K. in 42 years on this good planet. Today my £110/mth paid to Virgin Media ends. Well done VM - you are enormously professional at driving customers away, that's the only thing you excel at sadly.
A terrible home move experience, engineers unable to do basic tasks and rescheduling all the time, hugely long waits for calls to customer service with non-English speaking agents who have little training, terrible business practices in terms of pricing and billing, unresponsive service, old technology (Vivo box), slow and clunky interface (TiVo) which belongs in the 1980's, sales and renewal staff who are all paid on different metrics causing a lack of consistency to the customer, fibre optic broadband speeds never close to the promise, a poor quality router that distributes a terrible wifi signal, and so on. Nothing positive to say.
The thing that amused me most? I called to cancel TV but planned to keep high speed broadband...the agent was so awful they managed to lose that business as well!
Good riddance to one of the worst run companies in the U.K. And never again...not a penny.
Reviewer
Tianni
Location
London
Date
17/10/2016
Comments:
useless company
made me loss 300 quids already
rubbish customer service, don't give any help and wasting time
lowest speed ever used in my uk life
charge me additional money for overuse "unlimited data". which is download a pc game(2.8 GB)
Reviewer
Daniel Adok
Location
Wardley, Gateshead
Date
16/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hi Virgin Media!
I'am writing a letter or review for you because I am very disappointed, discreased and ashamed about the website that you made because it is worth rubbish and nothing.
The costumers are not even wan't to help you because there only saying that "Go home and search it up in the internet" when the website have not got the option of 'Buy or upgrade your tariff when you are run out of data in your phone!'
I suggest to make the website better or delete it because not only me having problems, but other people do aswell!
Reviewer
Andy D
Location
Hampton London UK
Date
16/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
The most unreliable customer service, especially their Philippines center , people their dont understand English and independently decide what to do , in my case disconnected my services when nothing was wrong. I had informed that I was moving home on Nov.4th and they said the earliest i could get my services moved would be Nov 9TH , so almost a week without internet or Tv and whilst I had to reconcile to that , on the 16th of Oct. I suddenly realise my services are disconnected! After being on the phone with their Philly center for over 45 minutes on hold , they said "one of their colleagues disconnected my services as s/he thought i was moving on the 15th of oct" !! really ?? And honestly even if i was , why would you disconnect my services without activating the new one? Virgin is good with the broadband but thats as far as it goes ! stay away if you need to deal with their customer services , especially the non-UK one's. Horrible ! I regret being a customer for over 6 years .
Andy
Reviewer
Customer's Complaint
Location
UK
Date
16/10/2016
Comments:
!!!Virgin Mobile charged me £44 for only 300MB internet!
I was charged £44 for only 300MB I've used at Virgin Mobile. Let me explain how this happened.
I was originally calling Virgin Media this summer to stop its broadband contract from re-occuring automatically after the contract expiry date, while somehow was transferred to the Virgin Mobile team where the staff induced me into signing up the £5 contract deal with virgin mobile.
The contract was agreed over the phone call where I was not having the contract with me, the only way I could know about the terms and conditions of the package deal was through what the staff had told me. The staff only informed me what was included in the £5 monthly deal but DID NOT tell me that there would be a £2 charge per day after I reached the package's internet limit as long as the mobile data is 'on' in the mobile's settings. This means even if you have not used your browsers at all (which means you have used almost 0MB data), you'll still be charged £2/day.
This is undoubtedly a very crucial commercial information which would have influenced my decision of choosing whether or not to enter into this contract, yet the staff omitted to tell this information to me.
Apart from this, at that time I was having a monthly deal with another mobile company which just started, so I told the staff that I would be paying twice if I sign the contract with Virgin Mobile on that day.
However, the staff said that she would send me a cheque which covers the expense of that other mobile company's service so that I would not be paying twice, I singed the contract yet never received the cheque.
Also, the staff did not tell me we'll have to pay £5 in order to start the contract.
I used to trust Virgin Mobile and therefore I signed the contract on that day based on all these information.
I have received text messages informing me that I have used up all of the package's monthly data, BUT, unlike what most of the other mobile companies do, the message also NEVER told me about the £2 charge thing.
******Therefore, based on trade customs, I assumed that I would only pay for the data I have used. Never expected that for the past two months, I have been charged £44 in total for only 300MB extra while 300MB only worth £3 according to Virgin Mobile's 'pay as you go'!!!
******I cannot believe that I was charged more than 10 times of the actual worth of the service which is definitely an unfair commercial behaviour
Yet when I called Virgin Media, they simply said as I signed up the contract there is nothing I can do about it.
I'm very disappointed and scared by this service therefore I stopped the monthly package and now I don't want to have anything to do with Virgin Media as I feel very insecure about their potential 'landmines' hidden behind their tricky business veil.
I hereby sincerely warn all Virgin Mobile Customers to be very careful about their service, and to get to know about all the key details of the service by ourselves instead of simply relying on what the staff tell us during the negotiation service.
******We defo should protect our rights and FAIRNESS we are ENTITLED TO as CUSTOMERS!!
Reviewer
charlie1985
Location
london
Date
15/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i was going to cancel my service when i moved house but virgin bombarded me with emails offering cheaper packages. i took one in the end but have been charged £158 for my first bill, this includes a £10 late payment charge (on my first bill) and a charge for changing address that no one told me would happen. its a massive rip off. go to sky and agree a cheap package with them.
Reviewer
Alex
Location
London
Date
14/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer service I've ever seen. I thougth other ISPs were bad, but Virgin is a league on its own. Stay away.
Reviewer
Nicolas
Location
Bristol
Date
14/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Slow, unrealiable, costly. I have used Virgin internet connections around the country and it's the same story everywhere. Terrible - pay the bit extra and get BT, a lot better.
Reviewer
Kaloyan
Location
East London
Date
14/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst internet I've ever used in my whole life and I've used TalkTalk before, so you can imagine. From their speeds to their customer service Virgin is a complete waste of life. DO NOT GET VIRGIN INTERNET !!! DO NOT GET TWANGED BY THEIR FAST SPEEDS (BECAUSE YOU NEVER GET THOSE AND IF YOU DO IT WILL BE FOR 20-30SEC.) THE MOST UNRELIABLE PROVIDER IN THE UK 100%!!! IT KEEPS CUTTING OFF EVERY 2-3MIN. AND SPEEDS DROP DOWN AS LOW AS 50-60KBPS (CAN YOU BELIEVE IT) I've called them and explained the problem, but they somehow had the nerve to tell me that the problem comes from my end, where I've got a new pc, a new Ethernet cable, everything's new, and the mutha fu*ka at Virgin said I can't do anything about it, on our end it shows that the internet is superb and speeds are as described. REALLY REALLY PISSED OFF BECAUSE I HAVE TO PAY £200 TO CANCEL THIS PIECE OF SHI* SERVICE OR WAIT A WHOLE YEAR ... PLEASE FELLAS ... DON'T !!!! YOU'LL REGRET IT FOREVER !!!
Reviewer
cece
Location
St Albarns
Date
13/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Slow speed, getting 8mbps. Very poor customer service. I would never recommend Virgin Media to anyone.
Reviewer
Anna
Location
Castleford
Date
13/10/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I would like to say BIG thank you to the one of Virgin Media engineer which came to our house on Tuesday, October 11th around 2 pm, for putting an effort and try to "speak " with my mum (she doesn't speak English) , using translator on his phone. That was really nice!!! THANK YOU!!!
Reviewer
Steve Evans
Location
gloucester
Date
13/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I cannot give a proper review because service so appalling and zero is not available!? I cancelled contract before completing installation;
- They got contract details and costs wrong twice, despite the hard copy of pre instalment contract and two subsequent telephone conversations.
- They brought cable in to my property without consultation/survey and before me signing any contract/agreeing method/location/advance warning.
- They did not ask to or carry out a survey to agree incoming cable locations, issues and location of internal sockets.
- The installation guy did not have any instructions and it turned out they could not install in a manner acceptable.
- Result- contract cancelled and a complete waste of my time.
- Totally incompetent and would not let them near my property again.
Reviewer
Andrew Maud
Location
Ealing
Date
12/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with Virgin for 6 months now. Incredibly poor download speed. Just checked now (11pm) - 1.90mps. This is a typical result. How can they claim speeds of up to 50mps. Disgraceful.
Reviewer
Alexander John
Location
Holmfirth
Date
12/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
TERRIBLE IN EVERY REGARD
Reviewer
Martin Hainsworth
Location
Warwickshire
Date
12/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
CV32 I have had a painfully slow connection for a week although my broadband test says 160 mb download speed. An engineer I spoke to says that this is a random problem throughout Warwickshire. Have spoken to Virgin (in India, mainly) and was told that there was no problem in this area despite the engineer that came out to me saying there was. When I pointed this out i was transferred to customer services who eventually confirmed that there was a problem. They transferred me to engineers, again in India, the first of whom was unintelligible so transferred to a manager. He says that they are replacing cable and it will be done by Saturday.
Up 'til now Virgin have been good but 4 days to get an engineer out and another week to fix Broadband (if they manage to) together with being blatantly lied to and the inability to speak to anyone in the UK leads me to believe that Virgin's management in the `UK is falling to bits.
Reviewer
Haci Tezgel
Location
London
Date
11/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Really DISSAPOINTED with Virgin Media, never ever will I ever use their services again, Unreliable service right till the end.
I requested my services to be disconnected on the 14th July giving them my 30 days notice and make a final payment, 30 days later I noticed I received another bill for a higher amount and I called to see why I received a bill when I requested my services to be disconnected and they told me to ignore the bill it was automatically generated by their system.
weeks later I receive a letter saying I have an outstanding balance for final payment and when I rang them up they said my services were only disconnected on the 13th September because I apparently accepted an offer they made to me... So why disconnect the services if I accepted an offer? I have never accepted an offer they made because I was unhappy with the service and had to call them multiple times around 4-5 times just to get them to cancel, I should also add they transferred me internally to 3 different people who kept saying you're at the wrong department.
Worst company I have ever dealt with and would highly recommend anyone to avoid them, thy're all fun and games to get you to sign up but when you want to leave thy're your worst nightmare.
Reviewer
J Holmes
Location
Crawley
Date
11/10/2016
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
We have the top broadband package and are suppose to get 200mps, however we never get anywhere near that on a good day we will get max 50mps, we have constant problems with the broadband dropping out.
Reviewer
Kyoko Yamada
Location
Tokyo/London
Date
11/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
DO NOT USE THIS COMPANY FOR BUSINESS BROADBAND. Absolutely the customer service around. They completed a site survey 2 months before the installation and told us everything was fine. On the day of the installation, they cut our BT line cutting out our internet (they promised they wouldn't do this) and then did not show up for the installation. It has now been 2 months and we still don't have internet. We are a travel company bringing tourists from Japan to London and the internet is essential for our business.The have left our office useless leaving our staff to work from home. They just do not care. One area of the company does not speak with the other. Do not use!
Reviewer
Lucy
Location
Crookhorn
Date
10/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Please avoid this company. I have called them and been promised 6 manager call backs in the last month and none have been recevied. I have talked about my complaint with multiple operators, yet need to say it all again as they don't write notes.
No complaint response in a month.
I deeply regret moving to this company, they has serious issues.
I beg you do not switch.
It may be cheaper but not worth it for the stress they cause.
In addition:
Broadband speed and reliability is fine
TIVO box is slow about 4 second delay between each button press.
They make break into your garden to piggy back a neighbours Virgin off your wall unit. This is perfectly acceptable.
If your not I customer, I hope I ave steered you away.
Thank you for reading
Reviewer
Rob Grant
Location
LONDON
Date
09/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor broadband speeds. paying for 100 mb/s mostly getting about 2 mb/s. To add insult to injury they have possibly the worst customer service i have ever experienced. Will be changing providers ASAP.
Reviewer
Kelly noe
Location
Rainham essex
Date
08/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The absolute worst customer service ever after 3 days no broadband n no phone I spent hours on hold to be told an outright lie by there tech team I lost it n threatened to cancel my contract . The cancellation dept rather than bend over backwards to keep my business i.e. The carrot ! Threatened me with the contract 7 months left which I have to pay I surrender ! But at end of contract I will never ever deal with this shoddy company ever again ps which I seen this site pre contract .
Reviewer
Beth
Location
Leeds
Date
08/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would be able to write about the speed and reliability of the broadband but seen as we've been waiting 2 weeks for a technician to come out and actually set the box up I can't write about that so therefore I'll write about the technicians speed and reliability... if they had any either after waiting 2 weeks for someone to actually come out we get a text saying he'd be 10 minutes... 2 hours later still not here, rang again said he'd be here at 1... hour later still not here, so 8 hours later still sat here without the arrival of the technician or any wifi I wouldn't recommend this company to anyone
Reviewer
Keith
Location
Stevenage
Date
08/10/2016
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Every year they put up the price,
sometimes twice a year !
You have to spend 1 or 2 hour on the phone every year to keep price down.
Total down speed is high, but slow latency means internet delays.
Reviewer
MJ
Location
Buckinghamshire
Date
08/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Did not even complete the order !!!
Why?
- Did not make the delivery date as promised - a promised rapid delivery date was a con to get signed up
- Hard to get in touch with to discuss new delivery times
- MISERABLE CUSTOMER SERVICE TEAM - never met such disinterested, offhand customer service "What Ever"
Absolute con of a company and worse customer experience ever ( and that was consistent over the multiple people I had to speak to)
Reviewer
Garry clark
Location
Kentish town
Date
07/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have been a virgin media customer for years.i have telly phone snd broadband package.recently moved and virgin told me it was just a matter of transfering everying over to my new address.i have now learnt i have been trapped into a new contract for a year.that is what being a loyal customer got me.so make sure you check everything out before you move!in my new address telly and broadband constantly cutting out
Reviewer
Rajani
Location
Hayes
Date
06/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I switched from Sky ... and now realise what a big mistake I made. My phone line is dead since 1 month and broadband not working since yesterday. Called up several times (from my mobile phone as land line dead) and was told broadband will be up in running in couple of hours. After waiting whole day called up again at 23:15 and was told the issue would take up to 1 week. I have told them can't do without Internet as my daughter has to do her homework online. I will contact Virgin tomorrow and try to cancel the contract.
Reviewer
Guy
Location
no
Date
05/10/2016
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I don't know if all these reviews are fake but I have no problems lol
http://www.speedtest.net/my-result/5689595433
:)))
Reviewer
Lucia
Location
Clapham
Date
05/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I contacted Virgin to get their broadband services 1 month ago and I think this is the only time I managed to contact them easily.
The chat is always busy and when you phone no one knows anything! They transfer you from one department to another.
They came to my house to install the router yesterday. They were meant to come in between 10am and 2pm and they turn up 1 and a half hours later after calling them several times. Waste of time and money.
One day later and the broadband doesn’t work. I have managed to contact customer services (more time and money wasted) and they just said that the installation was done wrong? Frustrating… and they can’t come to sort this out until next week? So disappointing.. not a compensation or anything to not to make me feel as angry as I am right now..
Reviewer
Lucia
Location
Clapham
Date
05/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I contacted Virgin Media to use them as my new broadband company. This was the only time I was able to get in contact with them with no problems.
The chat is always busy and when you phone no one knows anything! They transfer you from one department to another. They came to my house yesterday to install the router. They were meant to come in between 10am and 2pm and they turn up an hour and a half late after I lost my time and money phoning them.
A day later and the broadband doesn't work... I have just spoken to the technical services (more time and money wasted) and they just told me that the installation was done wrong and now I have to wait another week until they can come again?
Also no compensation or anything for the inconvenience.
I have not used their services yet and I am completely disappointed.
Reviewer
Lesley
Location
Sawbridgeworth
Date
05/10/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Virgin for nearly 7 years, brilliant to start with and now the last year or so it's complete rubbish. I spend more time without broadband than I do with it! I have to keep turning equipment on and off to make it work. Customer service is rubbish, all they do is run through telling you where to turn your equipment off and back on again. I do not understand why I should have to keep turning it on and off!!. Looking at Sky now but not sure they are much better.
Reviewer
Trish
Location
EN8
Date
04/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Connection of a derailed train, customer services that take 45 minutes and up to answer, overseas call centres with conflicting information, the promise of a better service by the end of the month which hasn't happened and a letter advising a rise £2.99 per month on the bill ... not recommended, the service has not been in place more than a few months, has poor service and not even 6 months later there is a price increase of £2.99.
Reviewer
Anton
Location
London
Date
04/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
appalling. No TV, broadband and phone for 4 days. on line status says fine, when you call they agree there is a fault! Cancelled engineers without letting you know, more often than not you get cut off when you call, no one can give you clear information. 8 different fixed time over 3 days, all passed and failed. You get vacuous and empty apologies but nothing actually happens. when the service works it's great. when something goes wrong..... best of luck
Reviewer
Christina
Location
London
Date
03/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs!
Worst customer service ever.
Their staff had a xenophobic attack on me when I rang to request a transfer of my account to my new address. I asked if she could do earlier dates and she kept lecturing me that ''That's how we do things in London''.
In another occasion they rang me at 9pm to threaten me that I should ''check my account and see what's gonna happen to it'', simply because I was late on a payment due to a bank issue.
I've been a customer since 2013 and when I requested a transfer of my account to a new address, they wouldn't send the technician till 2 weeks later. When I suggested I wanted to cancel my membership they threatened to charge me an early cancellation fee of 160 pounds even though it was their fault. They wanted to make me pay more money than I did before I transferred my account and they wanted to blame me for it. Disgusting service.
Reviewer
Oliver
Location
London
Date
03/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am signed up to get 70mb/s broadband. In the evenings it drops to 3 or 4mb/s and lately has sometimes stopped working. I have been informed that Virgin this is just due to capacity issues and not a technical fault. It's outrageous that they can supply you with less than 5% of the advertised speed!
Do not get Virgin media! It's a borderline scam!
Reviewer
Brian
Location
Plymouth
Date
03/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have been with Virgin for over a year now and looking forward to the end of our contract period so that we can change providers. The broadband speed is nowhere near that promised and is so intermittent that I am having to constantly reset my wireless router. I only realised there was a problem when my data usage on my phone exceeded my monthly limit! TiVo is rubbish, very slow and tends to record what it thinks you want rather than what you select. Despite setting parental preferences, (we are two adults, no children at home), we still have to put in our access code for GBBO! Customer services are only interested in selling you more of the same; other than that useless. Avoid Virgin at all costs, its a con.
Reviewer
Owen
Location
London South
Date
03/10/2016
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Virgin used to be great. Now, instead of getting my speed of 50mbps I barely get 5mbps. "Utilization" they call it. It's been this way for over a year. No repairs. No nothing. Awful.
They are growing to big for their boots..
Reviewer
Marie
Location
Romford
Date
02/10/2016
Comments:
Virgin you are an absolute joke. I want to cancel you as after being a loyal customer since 2007 I rang you twice yesterday to let you know I got an amazing deal with sky. After waiting for over half an hour each time the first bloke was rude and did nothing but slate sky. Second time I was given a deal that would last for 9 mths only. I am leaving this review while being on hold again so far 20 mins. And they want to know why I am leaving. I'm sure they put you on hold on purpose so that you get fed up and hang up
Reviewer
D Hsun
Location
Devon
Date
02/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It has been a nightmare! I have been using the Virginemedia broadband since 2010, while the price is going up and up every year, the service is getting poorer and poorer, especially in the last couple of years it became a total rubbish. The wifi signal I get in the house is weaker and weaker and since last year, it started getting cut off almost every few minutes. What made it worse is their technical support - your call is either not answered after you have keyed in all the numbers and security code etc, or different technician tells you a different story and no one could solve your problem.
Reviewer
A
Location
Devon
Date
02/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been using the Virginemedia broadband since 2010, while the price is going up and up every year, the service is getting poorer and poorer. The wifi signal I get in the house is weaker and weaker and since last year, it started getting cut off almost every a few minutes!What made it even worse is their technical support - your call is either not answered after you have keyed in all the numbers and security code etc, or different technician tells you a different story and no one could actually solve your problem. It has been a frustrating experience.
Reviewer
Richard Skegg
Location
Reading
Date
01/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Horrible company, good broadband when it works.
Basically, the broadband is pretty quick. I have had to call them 3 times this month with speed issues (we're talking paying for 70mbps, getting 0.02mbps). They fixed it on all 3 occasions but it was a 40 minute call each time.
Decided to leave due to a second massive price rise this year, had to wait on hold for 30 minutes, got bad advice on how to switch and have received a £18 penalty for the privilege.
In summary, a horrible company with a good product. Overall I'll be glad to see the back of them and would recommend choosing another supplier.
Reviewer
simon tian
Location
cambridge
Date
30/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I called virgin media on September 29th to cancel the service. However, I did not receive a confirm mation e-mail. I made another two call to ask for the confirmation(wait more 20 minute each time). On September 30th, the confirmation email comes. However, it says the service is not cancelled! Fee will increase ! It seems to impossible to cancel my service! account 796293002
Reviewer
L Green
Location
Manchester
Date
30/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have been utterly unimpressed with Virgin from the outset, whilst their broadband speeds are good, I would not recommend them on the basis that this goes no way to outweighing their awful customer service.
Reviewer
simon
Location
cambirdge
Date
30/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I called virgin media to cancel my service yesterday. However, I did not receive the confirmation email. I called twice later to ask for it (wait more than 20 minutes each time). Finally, the confirmation email comes. It says my package is not cancelled and the price is increased!! I made a call to customer service, but was put on hold forever. I am writing here to leave a evidence that I do want to cancel my service now. It may be useful later in the court. account number :796293002
Reviewer
Selkiefolk
Location
St. Albans
Date
29/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've just cancelled Virgin Media after 6 years of loyalty due to 9 months of unresolved faults. Having been sold an upgrade to the 200MB connection, and paying the highest tariff in the UK for the pleasure, the speed averages 1.3MB, has had a top speed of only 20MB, and connection only works occasionally, i.e. there is rarely a connection. Worse, Virgin never checked the connection when I moved in.
They will not fix the problem until end of November, yet gladly have been charging me full price. Shockingly, customer service suggested I check the speed every day and call them every time if was under par. For me, that suggests that, in the staff's experience of the service and customer complaints about speed, they have no trust or confidence in the service.
Customer services told me that checking their customers' actual line speed before they started using it was not good business sense for Virgin Media. They were right - with an incredibly high margin of reportedly around 50%, unheard of elsewhere in retail, it's clear that gouging customers is one of its best ways to make a fast buck.
Now that the brand has totally lost its luster for me, and with so many operators offering unlimited 38MB and above, I have no problem - except sour taste and hassle - leaving the greedy and cynical Virgin Media behind.
Reviewer
Dr david
Location
Bristol
Date
28/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
We have been with Virgin for several years now. From the start we had many problems which involved loads of phone calls to Virgin and being held in a queue for ages each time. Often we were just cut off after 20mins without getting to speak to anyone. When we did get through we would be passed to approximately 4 different departments having to go through a series of security questions over and over with each different department. When trying to explain the problems we were just given a generic reply about resetting the hum and password etc which we had already tried before calling. They didn't have a clue what they were doing or talking about. We had the 50mbs package only ever got a fraction of the speed. We were later offered a free upgrade to 100mbs but then still only managed to get just over 50. Shortly after our bill went up so it wasn't a free upgrade at all
When I rang to cancel we were offered a reduction in bill so we stayed but now our bill has increased again with no warning so we are cancelling. We did call to query this but again were on hold for 15-20 mins and when we explained what we were calling about were just cut off again. I emailed the chief executive at the beginning of this month but they didn't even have the decency to reply. Shockingly poor customer service from India. I will be withholding the final payment due to my bill increasing with no notice and for the fact I haven't received the service and package I signed up for. They will have to sue me for the increased final bill which I have already informed them I will not be paying.
Reviewer
Alison
Location
Birmingham
Date
28/09/2016
Comments:
After 9 years of being with Virgin Media I have now finally left them and just joined up with Sky. Never known a company with such poor communication between not only me and them, but also between them and their colleagues!
I moved house 3 weeks ago and when my installation for transferring my services came there was a problem. The cable that runs under my drive way was basically damaged. Virgin media wanted to dig up my drive, being a newly brought property with a newish driveway I refused. Several different engineers even told me that Virgin Media will make a mess of the drive. So at this point I spoke to an area manager whom we discussed an alternative route for new cables to be laid.
I was told the cables needed to be laid before my new installation date and that someone would be out. This didn't happen and I continuously rang them up until my new installation date on the 27th September to say that my cables still hadn't been laid. I was assured that the engineers coming to do my installation would be laying the cables and doing the installation.
Surprise supirse when the 27th September came (yesterday) the engineers turned up and said they aren't qualified to lay new cables and are only here to connect my boxes up. They then rang the area manger that I had previously spoken to, he assured me that a construction team would be out that day to lay the cables so the two engineers that were here could complete their job. Guess what, that never happened, these poor engineer guys kept coming back out during the day to complete their job only to find everytime that the construction team still hadn't been!
I then rung and complained as was assured by a lady at the technical team that the installation would be completed by the end of the day. So 5pm came and the area manager decided to ring me and ask me "Are you sure you don't want us to dig up your drive?" This is a question he had already had an answer to over 2 weeks ago when I told them NO. I them asked if the team were on their way and he said no he had been in a meeting all day so was unable to arrange it!! This was a blatent lie aswell as several times when the engineers arrived here throughout the day they was on the phone to him! So he basically had no intention of arranging this work to happen even though he had 2 weeks to do so after my first installation was meant to happen. Therefore I sat in all day long yesterday under the false pretention that I would be all connected up!
I advise if you are thinking of going to Virgin them DO NOT. The centres just tell you anything to get you off the phone and are no help whatsoever and the managers are even worse.
Reviewer
Lorna Sage
Location
Poole Dorset
Date
26/09/2016
Ratings
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Curently saying there is a stranglehold on the account and the service keeps switching on and off evenings and weekends.
Reviewer
Aziz
Location
Erith
Date
26/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
These guys are like smoking: it's bad for you, but if you were stupid enough to start, it is difficult to get rid of it...
So, this provider will treat you like you are second-grade, will not try their best to solve problems, and will just repeat things things you said back to you (I never understood why do people do that? I know what the problem is, I just told you about it, don't repeat it back to me and make it sound like YOU discovered it!).
the broadband service itself is tolerable, but the customer service is absolutely disgusting! keep messing things up, wrong bills, no internal communication, took them almost a month to set things up because they took down a wrong address!!! how difficult is it to pick the right house from the dropdown list?! will leave as soon as I can unless things improve dramatically.
Reviewer
Andrew
Location
London
Date
26/09/2016
Comments:
Tom Mockridge the Virgin Media CEO should be ashamed of himself. This company clearly has not invested enough in infrastructure to be able to substantiate its claims of super fast broadband and is in clear breach of advertising standards. The broadband took 6 weeks to install, simply awful connection, slow speeds and lots of downtime every day. To compound matters they then try to hit you for a cancellation fee, when they are clearly in breach of contract for not providing the service promised. Customer service awful - Mark Davidson, head of customer care, does not take calls or return emails, as they try to fast track you towards a debt collection agency. A shockingly bad experience.
Reviewer
Dilipkumar Jamnadas
Location
London
Date
26/09/2016
Comments:
I am disappointed to say I hate the virgin media broadband service. For 2 years I've had to change my router 4 times. The reason being that the wifi is awfully slow and undoubtable poor, sometimes the wifi will turn off unexpectedly and everyone at home is struggling to go on about their daily duties without it. I have bought a virgin media sim card, which was a huge mistake as I am force to pay huge amounts of hidden fees from the company, which I have NOT signed up to do. I signed up to a contract of unlimited time and I am definitely disappointed with the customer service and broadband reliability. We have called to cancel the contract by phone and has taken over half an hour to get a responds back. Therefore I WOULD RECOMMEND you to take ANY BROADBAND EXPECT THE VIRGIN MEDIA BROADBAND OR ANY OTHER OF THEIR SERVICES.
Reviewer
Glenn
Location
Wolverhampton
Date
26/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
internet keeps dropping connection, sometimes as much as 8 times/hour
Reported to the Virgin Media team nearly 2 weeks ago, telling them theres a problem in the area, only to be told to reset my router - pull the cable out
the usual stuff. Next day reported again and an engineer was booked
Engineer turns up 6 days later on wednesday, to change my router to the Super Hub 3, after 4 hours of NO internet,i called VM team and the engineer
returned back 1 hour later, to change the router again for the super hub 2/AC, and guess what after the engineer had gone hours later
the problem was still there, started to drop connection.
Thursday i spoke to a guy in networks after getting passed the frontline VM team to be told thats its an network issue and that it would take 48-72 hours
to complete the work needed.
Phoned on friday for network update - nothing on updated information yet
On Saturday left it, still dropping out all day nothing had changed
On Sunday i Phoned for a network update, was told they are not repairing it but monitoring it over the 48-72 hours and that a field engineer
would call me first thing monday morning.
Monday morning guess what NO CALL from field engineer, phoned VM then they tell me this looks like a area network problem and that
it needs escalating to the networks department, which i was told all this the thursday previous
So not only am i being misinformed by VM team but also being lied to.....they have now told me a engineer will be here wednesday
I really do hope this gets fixed, as on thursday i will be phoning retentions, as i will be gone (looking at other providers)
i think the service is disgusting, that its took nearly 2 weeks to sort something that i told them about in the first place
about time virgin pulled there socks up and sorted this out, before they lose even more customers
Very annoyed and frustrated customer
Reviewer
Peter
Location
Warrington
Date
26/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Advertised speed with fibre 100 Mb, promised speed 40-50 Mb, actual tested speed using this site - 12.18 Mb. Even Sky free standard cable broadband gave us 16 Mb and this is supposed to be superfast fibre. Poor service, pathetic broadband, keep away!
Reviewer
Mohammed
Location
West bromwich
Date
24/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
There is no exaggeration in me when i say that virgin media is utterly and completely rubbish i have never seen such a bad wifi connection or spoke to anyone who doesnt even help u with the problem
I have contacted virgin media over 50 times now yes 50 TIMES and everytime i either get cut off or get told some next random crap which doesnt make sense or sounds stupid
Its been months since my wifi hasnt been given signals and all ive been doig with my life is calling up this crap provider i dont know why in the first place i even joined this company its one of the worst i have ever been with
Utterly rubbish
Reviewer
Rob
Location
Wallasey
Date
24/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been with Virgin Media right back from when it was Nynex (a good twenty years). This year they upgraded the internet to 200 mbps, and informed me I'll be enjoying the new speed. The first thing I noticed was how much slower my internet had become. In the mornings around 7am I can expect to receive from 30mbps to 60mbps if I'm lucky. In the evenings when I arrive home from work my speeds average out at around 6mbps!! I have been phoning Virgin throughout the year to find out what is going on. I have had an array of excuses:
The best one:
The guy on the phone tells me you are probably too far away from the green box (exchange box) in your road.
I'm four houses away from it!
The most popular one:
We are working in your area at the moment but it should be completed within two weeks.
Still not fixed guys! Which two weeks were you talking about!?
The shi**iest one:
You are too far away from the exchange box, so unfortunately, you are one of the unlucky ones. The people nearest the exchange get a much better speed.
What? SO I'm paying for something you know I can't have!?#@!
The time wasting one:
Okay, lets reset your router. Testing your connection now. Can you unplug any devices from the router? Your internet signal is very good… on and on and one hour later… How is your internet now sir?
SLOWER, it’s bl**dy well SLOWER and now you have lost my router settings.
It amused me when I called the Virgin “I’m leaving you” number because the message I was greeted with was basically “We are experiencing a large number of calls and it could be up to twenty minutes before we get to you”. Sounds like everybody’s trying to escape. Haha
It’s sad really, because they used to be good. Oh well, bye Virgin.
Reviewer
Chris louch
Location
Farnham, Surrey
Date
24/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
We have been with Virgin Media for nearly 16 years, and the service was always good. TV and Broadband offerings are great, but the customer service and quality of the technical support is now terrible.
If anyone is thinking of switching to Virgin I would strongly suggest you don't.
Broadband service in the last year has been terrible, with lots of downtime (at one point for two weeks straight!) These were area problems I might add so nothing to do with our equipment. The technical support is terrible with these type of issues as they just play you the same recorded message with no ETA to fix.
But the final nail in the coffin was when we moved house, we set our move date a month in advance, and we were told the de-connect/re-connect was all set. I was dubious as the guy on the phone didn't seem to know what he was doing, and no surprise, we re-connected at the new house and nothing worked. We called on day 1, day 2 and by day 3 they said there was nothing they could do and needed to send an engineer out in 2 weeks time! Nothing sooner!!!!!
Day 4 everything started working, broadband up and TV working fine, so we left it a day and then called on day 5 to cancel the engineer.
Day 6 woke up, and broadband service down. We called them again (2 hour wait for 1st line support) and they didn't have a clue what I was talking about. Explained I need the engineer visit as it has stopped working again, and they said that was unavailable now and would be a further 2 weeks at least. They told us our internet and TV was up and working and we were wrong that it wasn't!!!
Day 7 our new neighbours knocked on the door and asked if we had Virgin Media because something funny had happened to theirs. It turns out their service had been cut off and they had been given our services, even their phone number had changed!
I called Virgin Media to explain their mistake in activating at the wrong address and they told me this was impossible and basically that I was stupid and/or lying.... At this point I told them to just cancel my contract of 16 years because I was so wound up, and to my surprise the guys response was "Okay thats done for you now, good luck with your new provider"... No apology, nothing!!
I'm sure there are no guesses what happened next, our neighbours phone line cut off as well as all of our services. Lets say they are not happy at all either, and currently waiting for an engineer to come and reconnect them! What a way to start a relationship with new neighbours!
Thanks Virgin Media, 16 years of loyalty repaid with unorganised services, under qualified technical staff, and frankly rude customer service.
Just waiting for my SKY Q install next Wednesday!
Reviewer
Taj
Location
Luton
Date
24/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor quality broadband speed although they say it's up to 100mb. We don't get half of it even we can hardly browse. When called the customer service fault team for so many time to report fault, we had to wait for more than 1 hour but received the worst customer service. The people work there are not professional, trained or helpful to resolve problem. worst possible experience with virgin media. They are charging more than £50 each month claiming that they offer 100mb but in fact the speed is often not more than 10mb. No network signal upstairs and their router is poor quality too.
Reviewer
Lyndsay
Location
Harlow
Date
23/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
(You could have killed my baby) we had virgin installed a few months ago and I thought nothing of the install until today, when I found out you had stapled the cable to the wall not cable clips like your suppose too, as staples can snag cable and as found out today come loose and my one year old tried to eat it, which we had to remove from his mouth, we have since removed most of the other clips including many other loose ones and replaced with cable clips, I phoned a manager shaking and very angry and along with reassuring me your going to do something about it you told me kids will be kids which was not a response I was expecting!!!, so my husband phoned again as I was now besides myself to be told the first person had done nothing then other than telling me the engineers would be spoken to thank God so this doesn't happen to some other poor family you told us the best you could offer us to help with the stress and upset we have been through is £6 off our bill every month is this how much putting a child's life at risk means to you, I will be taking this further!!!!
Reviewer
Ignacio
Location
Shepherds Bush London
Date
23/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst service I could ever imagine, 6 weeks to install phone line and tv but not internet, after saying all will be installed in 2 weeks, then we had to wait 2 more weeks for the Internet what it never arrive! We cancelled the tv and phone, never received the 25 pounds fee you said you will give us back for the 2 weeks trial period, calling Virgin Media to request this money back, contacted them a month ago, they suppose to send a check that never arrived, my phone calls are being always hanged up even before to speak with anyone... Just got a letter saying the complain will expire in a few days if I don't get back to them through the phone, what kind of joke is this? Friday 23th of September of 2016 I want to make clear this complain through the Virgin Media facebook account that I have no way to contact Virgin Media through the phone (only way you are giving me to make this complain effective (again)) and no one is helping us at the store that we got this service from.
Reviewer
Rena
Location
London
Date
22/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DON'T GET VIRGIN! Extremely bad customer service. Worst I ever had. Go with BT
Reviewer
rob
Location
wiltshire
Date
22/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
if you have received an email from v m that your monthly payment is going up (£3.49) look at the small print at the bottom you can cancel your contract in the next month with no cancelation charges. this I have done today.
Reviewer
Basma
Location
London
Date
22/09/2016
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Absolutely shockingly barbaric customer service.
Extremely disappointed
Reviewer
Eileen
Location
Heathrow
Date
22/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you are thinking of choosing Virgin for your internet I would read through the reviews below and avoid it at all costs as I am now looking to switch. As I am absolutely appalled by the service I have been receiving from Virgin, no internet since the 19th and looks like I will be without until at least the 26th September. I am on the phone constantly to them and all they do is ask me to go through certain checks and when they don’t work they say we have forwarded on your complaint to one of our engineers and you should be up and running within 24hrs, failing that we have booked an engineer to come out to see you on the 26th (1 week without internet). I phone up again the following day I receive the same message. My family and I are now having to pay extra to our mobile phone providers to get on the internet. I had also arranged to work from home on Wednesday and had to come into work.
Reviewer
SA
Location
Tipton
Date
20/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have been with Virgin Media with 8 months now and the broadband has stopped working 3 times now, and every time we call they say someone will come after 1 week to look at it which is pointless. I have the 50mbp fibre optic broadband but at the moment it is nothing highest it goes to is 10. I am fed up with the broadband turning off and working slow this is really bad and annoying and Virgin media are not really helping to understand or do something quicker for us.
Reviewer
Caitlin
Location
Brighton
Date
20/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ABSOLUTELY AWFUL! Should never have left sky which was 100 times better. Catch up and recording options are rubbish and is impossible to watch something from last week. It Is also far too complicated and often stops working and won't let you watch anything on demand/catch up. Don't bother with virgin
Reviewer
sid
Location
reading
Date
20/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dont buy them. They will stuck you in contract and then keep increasing the bills. I was told my final bill will be 22.50 and then it shot up to 29.99 next month. Online contract also was made to fool people, small prints shows few discounts ending at different dates. I read all details it shows my actual bill will be 37.00, will have 12 months discount of 7.00 and there was another discount of 7.00 ending after 6 months all in small prints.
They don’t send you written documents or email contacts details to avoid any proof.
Very intelligent fraud company.
Reviewer
Mike Kefford
Location
Guildford
Date
19/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
a great service when it works.. Just waiting 6 days .. YES 6 days for an Engineer in the SE of England. 8 Calls to call centre. Call centre music good customer service Poor.. when in doubt put you on hold
Reviewer
Amelia
Location
Leeds
Date
19/09/2016
Comments:
I've been with loads of mobile providers over 18 years and this is definately the worst. Internet and texting works intermittently so most of the time doesn't send messages or log on to Internet. Customer services say it's temporary, then say it's my phone when i've tried various phones. Now they've decided it must be the SIM Card so i'm waiting for a new one-which they said would arrive today but hasn't. Never paid for such a faulty service- it might be cheap but that's because you're paying for nothing!
Reviewer
Billy
Location
Glasgow
Date
19/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Trying to resolve and issue or simply get to speak to the right person is like playing cluedo! once they eventually pick up the phone you get passed around 4 different departments until you eventually give up
Reviewer
ALEXANDER
Location
LIVERPOOL
Date
19/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
200mb in reality = about 4mb, moved to 50mb package which in reality = about 1mb and 300kbps peak times.
If you like your Youtube videos streamed in 120p then Virgin media is for you.
Reviewer
Adrian
Location
London
Date
18/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dogsh** internet, worst and worst every single day. Stay away from it
Reviewer
John
Location
London
Date
18/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband down for 48h happens about once a week. When broadband works it is slow and patchy. Useless customer service.
STAY AWAY!!
Reviewer
Darren
Location
Belfast
Date
18/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
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.
Reviewer
diane
Location
Sheffield South Yorkshire
Date
18/09/2016
Comments:
It's got to be the worst I've had. Not because of a slow broadband or problem with the service. The problem I have is how quick they are to suspend services and there is no in between with them. No warning or anything. Also adding a further £3. 45 charge this year. What on earth for?? Like they don't claw in enough already. They're greedy and as soon as I can I'm getting shot of them. Just covered one bill & anther one dropped seems like a never ending bill. Wish I'd never touched them and stayed with my previous supplier.
Reviewer
Carly
Location
West midlands
Date
17/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The minimum star rating was a one out of five and virgin dont even deserve that!!too cut a long story short!shit internet, DISGUSTING customer service and stupidly over priced and basically you dont get a service you just get fobbed off..thats after you have waited on the phone for hours after it says 30second wait maximum!!We have our own buisness and work from home and our internet has been down for 4days already i have called virgin 5 times in the last two days to be told all diffrent things and to be fobbed off and now to be told a engineer cant come out to us until 2weeks time because they are all too busy installing new customers!!so no virgin dont care at all about existing customers and also put the bill up every year to "improve there service to give you the best" what a load of bullshit!now me and my partner have used all our data on our phones in a few days and now no mobile data or internet and also cannot use any of the other apps on our tv we pay for ie netflix amazon prime ect!they dont want to knw and will not discoint our bill or compensate in anyway!!!I would NOT reccomend virgin!!!
Reviewer
Robert Collins
Location
Tamworth
Date
17/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I waited 5 years to get back to Virgin, having had many long years of satisfactory service. I moved into a virgin area 6 months ago and signed up to 200mb broadband and the whole deal. Like many others reporting here, I have had constant issues with the speed, connection lag and the overall TV package. The TIVO box often hangs or records stuff I have not asked it to record, whilst not recording the shows I ask it to record. The on demand has regularly gone down particularly in the first two months of service. It uses a thumbs up or down system to learn what you may like to watch, however my box gives a thumbs down to ones I like and although it was funny at first I spend ages deleting programmes I did not want. The house phone is a white elephant. I did not want it in the first place, no one I know calls me on it, however it is a perfect medium for all the PPI and accident chasing cold callers. I have regularly made my thoughts known to Virgin who on two occasions offered to compensate me, then increased the bills! They clearly know the service is not up to standard, because when I ring in the first thing I hear is someone telling me "we can see that there are service issues in your area, blah blah". This is month 6 and I had enough. They promptly charged me £230 to cancel the remainder of the contract. I tried to tell the company, that I have not received a satisfactory service or any compensation for that, so I felt it was a cheeky asking me to pay that much for cancellation. On a few occasions I could not understand some of the customer service advisors as their spoken English was not good enough to be a call handler. I used to think that Virgin was the best of the providers; unfortunately this last few months has put me off ever using them again. Top tip Richard, it is the customers that give you the means to fly your balloons high in the sky, the Virgin brand is being ruined by this level of service. I also cancelled my virgin gym membership.
Reviewer
Keith
Location
Walsall
Date
16/09/2016
Ratings
Speed
5.00 stars
Comments:
Moving to another provider as soon as possible. Been with virginmedia for years and until recently been very pleased but not any more.
Reviewer
Adam
Location
London
Date
16/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Virgin broadband has never been better than OK but since I 'upgraded' to their latest super fast offering (200megs) the service has deteriorated substantially. Customer service try their hardest but are of only limited assistance. The service keeps dropping (every 10 to 15 minutes for a few second) and at other times it is just so slow. Now its completely broken and they don't know why so I have to wait 4 days for an engineer. Absolutely would not recommend this service.
Reviewer
rena
Location
LOUGHTON
Date
16/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin... completely overpriced trash. Woke up to find my phone internet tv all cut off, I called them to ask them what the problem was as my bill is always paid regulary by DD and I was told that my account had been closed "by someone" what a bunch of useless twonks! I'd love to now how they managed that.. it didn't stop them taking their money from my bank though. Disgusting service very rude who hang up on you after telling you loads of lies.
Reviewer
john jackson
Location
north east england
Date
16/09/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
customer service appalling. cancelled my 3 month free trial of sports package/movies but still being charged. Contacted them on numerous occasions to no avail - its theft. superfast boardband and tv package great but wouldn't recommend virgin to family or friends simply because if something goes wrong customer is non existent.
Reviewer
Emma
Location
London
Date
16/09/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Be careful - we agreed a contract then they charged us £50 more a month! Phoned four times to discuss, each time I've had to wait over 10 minutes to talk to anyone. Told someone would call me back - they never do! Check your bills!
Reviewer
Andy
Location
Stirling
Date
16/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Comments:
I tried to get a quote about a package and asked for details - none of the Chat advisor's information was clear nor did it tally with the website. NO DEAL.
Reviewer
Ahmed
Location
Manchester
Date
15/09/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I'm on the 50mb/s deal and we have been for a while now. the problem has been persistent for almost a year now where speeds would go down to about 1mb/s and under during peak hours (i.e. around 6-10'ish). I must have called them a couple dozen times only to be told the same thing; that it's a temporary problem. I then went onto their forum to seek answers, someone finally replies and after a few messages back and forth i'm told that there's a peak time fault in our area that causes the speeds to go down that much since the majority of the area are on VM. I ask if it will be fixed or not and they said that they would work on it from now till December where they will review and conclude if the fault still exists, if it does then they will continue working on it. 2 months ahead and the problem is still there; everyday the internet would go to a point where pages take minutes to load deeming the internet unusable for a couple of hours (a blackout if you wish).
Considering they have a large number of customers in our area, who i'm also assuming are experiencing the same problem, it's outrageous that it's taking so long for it to be fixed.
Reviewer
Tom
Location
Kent
Date
14/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The most appalling wifi ever. I pay extra for so called super fast fibre optic. The truth is I've had better wifi in a Bangkok prison. Stay well clear!!
Reviewer
Melissa
Location
Shirley
Date
14/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
My brother has been with virgin media for just over 12 months. I WOULD NEVER RECOMMENDED THEM TO ANYONE ! EVER ! The Internet service is appalling ! It always goes down usually for around 15 minutes but sometimes can be hours, when we phone to get it sorted they say they are going to sort it and still take ages. I wouldn't normally moan but it's happened a lot. I feel they take advantage of the fact that he is young and don't really understand what they are saying even when he says he don't understand they baffle him with more crap. They have sent people out to sort it out and it still isn't sorted. They just do the same things over and over again. I don't feel that this is on considering he pays nearly £70 a month and only really uses the Internet. He has tried to reduce the bill multiple times and once it has come down by around £8, as they always find something that they convince him he needs. And now we have to wait for another engineer to come out, who we have to wait for until at least tomorrow which will be at least 24 hours with out service AGAIN. They usually take a couple of pounds off the bill if we have to wait until the next day, but I don't feel it is on paying for Internet that don't work all the time when he pays for a service. He respects his contract by paying the bill but virgin media can not keep their end of the contract up by providing the services he pays for.
Reviewer
Trish
Location
Cheshunt
Date
14/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Our Virgin Broadband drops every two minutes. This has been for the last two months and its getting worse. Customer services just tried to sell us a new box. Technical advised: to many wifi devices (we are hardwired), they need to re-route our box (but nothing changed, they are carrying out works and shall be finished by the end of the month!!!! (but that is clearly a lie since in the next sentence they advised they have an application in with the local authority and waiting to hear back. So technical department lies to you, service is rubbish and customer complaints have not answered their phone in 45 minutes.
Reviewer
deniz
Location
london
Date
14/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
its terrible service, terrible customer service... never ever get virgin media .... you will regret...
Reviewer
Callum
Location
Manchester
Date
12/09/2016
Ratings
Customer Service
2.00 stars
Speed
2.00 stars
Comments:
Absolute waste of time, slow unreliable, never works to a standard of price, and nothing ever gets done to revive the issue
Reviewer
Lynda
Location
Northampton
Date
12/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID !!!!!!!
still not connected.been on phone to them most of evening.they just cut me off
Reviewer
Ollie
Location
Midlands
Date
12/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Received an email about yet another price increase, but it also stated at the bottom of this email that you could cancel for free.
Not a problem then I'll just cancel it for free (how silly of me). Apparently because I changed contract a month ago they already factored in the price increase (without telling me) so this apparently means I can't cancel for free........
Absolute disgrace and I will be complaining.
Reviewer
Dan
Location
United Kingdom, West Midlands
Date
10/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So I want to preface this review with a few points.
June - Upgraded from 120mb/s package to 200mb/s package.
Phone calls - 5x
Engineer visits 2x (One upcoming)
So, after upgrading in June our speed dropped to less than 2mb/s on download but upload remained the expected 10mb - 12mb/s.
One of the phone calls I asked to speak to a supervisor and I was put on hold for 40 minutes before calling from another phone. When they upgrade my package they apparently only done 'half a job' as well as not arranging for a Superhub(v3) to be sent out. I was informed on the 4th phone call that my Superhub(v2) was not compatible with the package that I ordered (3 months after I started paying for the service).
This is by no means meant with racism or disrespect of countries or cultures, but as an English person I would be very appreciative to speak to a fellow English person.
Spoke to maybe 12 different people, one was English, the other were of Asian decent (sounded as though from India) and 3 of them I really struggled to get a good understanding of over the phone.
The only redeeming factor is that one of the supervisors I had spoken too was very good at the 'I am doing the best to help your situation' spiel - I nearly fell for it.
I will be switching ISP as Virgin Media are THE worst in the country.
Edit
Reviewer
Paul
Location
Birmingham
Date
10/09/2016
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been receiving impartial service for well over 4 months.The customer service were challenging everything I was saying, yet they were speaking a load of bs.I requested an engineer out witch they ignored, I'll defo be getting disconnected soon as I line something up with sky or talk talk.As a person that uses internet pretty much all the time it's unacceptable.
Reviewer
CK
Location
London
Date
10/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst wifi ever used - slow connection so ordered a new hub yesterday which turned out EVEN WORSE. you get a 1% chance your wifi will work and even that's pushing it. Worst wifi ever never would recommend to anyone. Always problems with the hub and connection even when sitting right next to the box.
Reviewer
Vivien
Location
Coventry
Date
10/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have to cancel contract in jun because we move to new adress and there was ready one virgin internet.They say no problem but 180 because we not say this early(we was call them 30 day before)...ok we say we pay.When we moving to new adress,they spamming letter to us why we not pay 280 :D They say u must pay this amount because this the price etc...ok we say we ready pay 180 so what ? No its was wrong information its now 280.So we have to pay 100 more for nothing basicly. We pay wewas happy finally its end..Now Sept 10 and i still have new letter with insult not payed amount.Worst company ever.
+ in the new adress the router terrible and the landlord call them million times and they not want change or nothing...
Reviewer
Len Borrowdale
Location
Fareham
Date
08/09/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Getting less than 50% of speed I pay for. Virgin says it is utilisation problem ie too many people trying to use the network. No improvement after 6 months of complaining to Virgin
Reviewer
Michael
Location
Exeter
Date
08/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
been without reliable internet connection for nearly a week and have to wait another week for an engineer. Been listening to the same endless annoying music on the phone waiting for ages to talk to Virgin customer support when it says you'll only wait a minute. Ok so they are always friendly and polite but unable to offer any real help.
Reviewer
Zoltan
Location
Winchester
Date
07/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is a shit company. nobody could help me. I spoke to someone on chat like 1 hour. Couldn`t help me. it`s funny.
Reviewer
zaiq
Location
lower rushton rd bradford
Date
07/09/2016
Comments:
shit service
been waiting for over 4 months for broadband to get installed at my new place
everytime a new excuse is made
recommend people not to ever use virgin media service
Reviewer
Maxwell C
Location
Southsea, portsmouth
Date
07/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Broadband has once again proven its an absolute shitshow of a business.
1: their only English speaking customer service is if you are going to cancel. ANYTHING else is handled on the other side of the world.
2: If you dont have your account number to hand, the automated phone service wont just put you through to someone, they'll simply cut you off the call.
3: Reliability of their Servers is absolutely shocking. Days on end without any internet. "an engineer will fix it today" is their only ever response. Total lies, 2 days on the trot I've heard that shite.
Paying for "up to 100mb" and only get a max of 34mb... wtf is that about?! "oh its peak time so everyone's on it so it slows down" Then don't put up to a fucking 100mb as the package if that's not what you can give anyone!
4: Price: Their costs are extortionate as they are, and guess what in 2-3 days their packages go UP in price! Hopefully they lose a lot of business from this.
Conclusion, DO NOT BOTHER WITH VIRGIN BROADBAND. ABSOLUTE PILE OF SHIT. 0/10
Reviewer
alfred
Location
Birmingham
Date
06/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
singed up in 22 May and today is 6th September 2016 and I'm still waiting for my broadband to be setup. customer service soo rude. if you have any option avoid virgin.
Reviewer
Nic
Location
Leeds
Date
06/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Beyond shocking service for years with ongoing problems with intermittent broadband service which Virgin simply will not/cannot sort. I have taken entire days off work to be lied to about future improvements in service and having to endure a litany of creative, lily-livered excuses about the cause of problems. Appalling customer service with rude support staff in India out of hours - just don't even bother phoning. You'll be placated with BS made up on the hoof by whomever you happen to be talking to. Whilst the single redeeming feature of Virgin's service is that broadly honest and knowledgeable engineers can and do (eventually) visit in case of faults, this is nullified by the fact that their escalations for specialist intervention are simply ignored so problems invariably persist. I cannot recommend opting for another supplier strongly enough; I will be switching now at long last - believe me, we are lazy users so it must be pretty bad for it to come to this! If you need a service that involves relying on Skype, streaming and working from home, look elsewhere.
Reviewer
fbxiii
Location
birmingham
Date
05/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Recently been upgraded to the 200mb service and connection is worse than before at 152mb. Using apps in tv is mega slow and extremely annoying because of this. I am supposed to be on the top package but the service is frankly shit. Looking for a new provider even though I have been a loyal virgin customer for 15 years. Very poor service in all respects.
Reviewer
yihsien
Location
london
Date
05/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We haven't receive our broadband box and I already feeling cancelling the contract!!!
We knew virgin media is more expensive, but we still went for it. We expect better service, at least that's what they say!
Shouldn't be surprise, they have no service. They use the worst delivery company, they leave your box with stranger who claim it's your neighbour. And they don't even ask the stranger's last name, door number.
The delivery company they use is called yodel, if you google online, they have all customers complain missing the parcel. The only reason virgin media is using them.. I suppose it's cheap. So I am paying more but getting a cheap service!
I spent more than 30min to get this result, which is the same I informed virgin media. Not worth it, run away from this company if you can.
Reviewer
Kep
Location
Doncaster
Date
04/09/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
5.00 stars
Comments:
Been with Virgin since they took over Blueyonder 10 years back. Up until 18 months ago I couldn't really fault them. Always been quick to fix and resolve issues, along with numerous speed bumps over the years. However their aggressive expansion of customer numbers has led to a severe dip in quality due to contention/over subscription. Since early 2015 we've experienced issues from 4pm till long after midnight every day. I'm on a 50mb connection which during this time will max out at maybe 5mb. In effect under 10% the advertised speed. Finally complained after 12 months of waiting for some fix to be told in March there was a known fault. Now this fault was pushed back month after month and now I'm told is due to overcapacity. They also advised the speed upgrades are being cancelled for my area due to this issue. My problem here is that they have an issue which they are not sharing with their customer base. It took many phone calls and staff to get to the root of the problem and they will only refund you £7.50 per month, if you call. So I have to waste time calling once every fix date has passed to go through the whole dance again and again, repeating the exact same conversation. I was hoping the speed dip was related to the work on providing the speed upgrades (given thats what I've been led to believe my price increases are for). Sadly however it's not the case. Basically if you are a new customer I'd steer clear until they get to grips with the over selling as their network is falling apart. If I could I'd go to BT, but sadly they max out at 38mb.
Reviewer
Julia smith
Location
Merseyside
Date
04/09/2016
Ratings
Satisfaction
1.00 stars
Comments:
Went with Virgin when I moved to new house as it was ment to be the fastest in the area. Virgin sales man came told me I could use phone anytime free if I put phone down before 60 mins got 1st bill. I knew it was a double bill but got charged over 100 for call charges he gave me wrong information it was only weekends so over 200 bill. Rang and attitude from customer service was appalling. They out me on incoming calls and even though I paid the bill I'm still on incoming calls. Carnt wait to change over I was with ee they are amazing going to go back to them as soon as I can Virgin media your sales team are dodgy and your customer service is disgusting it's a good job people are not face to face the way they speak to people
Reviewer
Derek
Location
Gerrards Cross
Date
04/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Appalling company. Second price hike in 12 months - no satisfactory explanation other than universal price increase. No improvement in service or reliability and a lot of the TV channels supposedly available rarely work. When I eventually got through on the phone they offered a 6 month discount but at the end of that I'll suffer a further increase plus this one! Don't use them - go elsewhere.
Reviewer
ferry
Location
surrey
Date
03/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
shocking customer service. they changed my package without notice and after 5 months of complaining after every bill had to cancel. 100 pounds out of pocket - but glad to see the back of them
Reviewer
Susan
Location
Doncaster
Date
03/09/2016
Comments:
Poor customer service. Totally unreliable. Sky gives a service you can rely on with excellent communication. Feel totally let down by a virgin media team team who appear to fail to communicate between themselves and the customer. The customer is not a priority to them sadly. Mr Branson training in customer service skills needs a review please.
Reviewer
Danielle
Location
Medway kent
Date
03/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Speed lucky to reach 17mp, intermittent connection at best. Customer services dismiss reported issues failing to acknowledge and fix the problem(s).not cheep either.
Reviewer
Joseph Masters
Location
Bristol
Date
02/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service. I have been with them for 5 years and I have finally had enough.
The broadband goes down every other month with intermittent problems. Last night it went down and when I called them they said that it would be down for 2 weeks.
They then followed that by saying and I quote "there is no compensation but if you ring up after the 2 weeks we won't charge you for the time it was offline"
.... as you can imagine the fact they would have still charged me if not for me calling and complaining made me rather upset with their appalling service. Not to mention the lack of compensation. AVOID VIRGIN
Reviewer
Leigh Weston
Location
Kingswinford
Date
02/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I have just received notification of an increase of approx. 5% (well above inflation) for my Virgin services. The justification is that they are now providing increased and improved services. Well the "improvements" are ones that I neither asked for or wanted. One should have a choice as whether or not to accept the "improvements".
Quite frankly with the shambolic state of the Virgin TV service at present, with programmes either not or only partially recording and slow response times we should in fact be offered a refund rather than having the cost increased. I am rapidly reaching the point at which the move to another provider is looking more and more attractive.
Given the way in which Virgin treats its customers and its resistance to accept any form of criticism I could certainly not recommend them to anyone else.
Reviewer
Reem
Location
Brighton
Date
02/09/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Broadband is fast, you can find that in other companies.
They are thieves and they take your money, make customer service difficult, so you cant really talk to a human being. Service is rubbish!
Thats it really. Never again! i say spare your selves, time and money on something more genuine,
Cheers!
Reviewer
Jeetesh
Location
London
Date
02/09/2016
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The worst service i have received from any providers. The customer services and installation team are a bunch of cowboys and don't know what they are doing at all. Their managers are utterly rubbish, they do not even call back and they keep extending the time by 48hrs. They wasted so much of my time that eventually i have now lost connection and number of my landline. And no date has been set for the fix and installation of the services. I have now decided to go back to SKY and have to cough up £50 to re-activate my line again.
Reviewer
D
Location
Surrey
Date
01/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking - simply the worst provider - 0 customer service. In today's age of reviews you would think they would put some focus on this. Indian call centres following process books that are from 90's customer service. SIMPLY REFUSE ANYTHING THEY OFFER AND ESCALATE UNTIL YOU GET THEM TO TALK SENSE. Branson... not your finest venture
Reviewer
Matt
Location
Surrey
Date
01/09/2016
Ratings
Satisfaction
5.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Fast and reliable broadband. Would recommend.
Reviewer
Morley
Location
London
Date
01/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Virgin media is the worst service provider since Elizabethan plumbing (there wasn't any). After years of harassment over the phone and via mail to switch from sky, promising more channels and faster broadband and a cheaper landline, we decided to give it a try and save money. Huge mistake. It took a week of no broadband and no tv and three or four engineers, all on separate occasions that I had to call spending hours on my mobile with customer service to book each of them, and on two occasions no-one turned up, they just told me they booked one to get me off the phone. When they did turn up they started messing about with the neighbours wires as well as our own before we got even one channel and it was very glitchy. Eventually, and after 3 missed days of pay waiting for engineers who sometimes didn't turn up or did turn up but without the right equipment and had to come back a day later, that got sorted. However, the phone line still hasn't been installed because despite their advertisements flooding this area, they don't even have the government permission to install virgin phone lines in our area! They said if they do get permission (at all) it will take at least until the end of October! It was meant to be installed in August! We can't even use the phone for emergency numbers (which as I'm pregnant I will need soon). If I had any idea how much trouble it would be I'd never have switched, what's the point saving money if you don't get even a basic service or a truthful customer service hotline out of it. If that guy at work no-one can stand mentioned he was getting the virgin media package I would advise him against it because not even a twit like him deserves this much agro. If I could shake every one of you considering using virgin media by the shoulders and plead "for the love of God don't do it!" I would.
Reviewer
Rachel
Location
Bradford
Date
01/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would never recommend Virgin Media to anybody... we have had virgin in our house for several years now and the quality just gets worse and worse.
We have been having problems with having no internet, so we called the customer service team to be told that during peak times the internet will be slow. However they should tell you that it will always be slow, we normally get a download speed of 15mbs, which considering we pay for 200mbs is appalling. We have had several engineers out to make sure that it was not our 'SUPER HUB', but apparently there is nothing wrong with it. We then called to complain again and they told us they can send us the newest addition of the 'SUPER HUB' which is giving us less internet than before and only allows you to get access in the room that the hub is in. But they still say that it is because so many people use it at peak time, considering it is currently 7.30am and I cannot load a 5 minute video and I am the only person in the house it is just not acceptable. When we call to try and cancel they just 'upgrade' our internet and tell us that there will be a charge if we choose to leave. If you are thinking about changing your broadband to virgin media please don't it is over priced and a waste of time!
Reviewer
Sue Leslie
Location
South woodford
Date
01/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
A absolutely dreadful uncaring company. Took many many attempts to get my complaint dealt with and then when my son had the same issue they just haven't replied at all to his many attempts. The fee to charge for not being able to provide virgin when you move even though it is there fault is totally unfair and what are you suppose to do...make it a consideration when looking for a new place to live!
Reviewer
Aziz
Location
Erith
Date
31/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
bunch of imbeciles... we moved into a new house, and signed up to Virgin Media for phone+broadband
They took the wrong address, then they messed up the order, so there was a lot of confusion with moving things over to the correct address, which they obviously don't have the brainpower to handle.
Had to do sooooo many calls, repeat the same things to every single person to sort this out; still not sure everything is done correctly, will have to see the first bill, and probably contact them again.
Oh, also, they LIE TO YOU AT EVERY TURN!!! 9 out of 10 things they told me were lies, and when I told them that because of their incompetence and lies I am losing money, they suggested that I just buy a mobile add-on and use that for internet access! So I told them that I shouldn't have to invest in anything, as I did nothing wrong, and will start looking for compensation, they told me that not being a business account holder, I am not eligible to any compensation. So, basically, they can treat you like scum and get away with it!
Too tired now, will come back to add more later!:)
Reviewer
Lily
Location
Finchley Road station
Date
31/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst service I have ever had! They just want to sale so they gave many promises but you can do none!!!
Reviewer
Philip symons
Location
Leiceste
Date
30/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Installation due today. Text received at 8.30 reminding me to make sure that there was someone in over the age of 18. Time arranged 13.00 to 18.00. Daughter left work early to be in at 13.00. I finished work early, all the family back in by 16.00. Virgin no show. Apparently Darren the Engineer phoned me, but left no voice mail, did not ring again and did not get out of his van to knock on the front door. Excellent. After 45 mins on the phone I was told I could have a re installation in 6 weeks time but we will let you know if there's one in perhaps 2 weeks. Cancelled the contract with no apology from Virgin and was told to have a nice day. Back to Sky who have been more than helpful.
Reviewer
Jessica
Location
Bradford
Date
30/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
First time we've ever used Virgin having always used Sky and, once my contract is up, I'll never ever be returning. Absolutely appalling. We pay for the 200 Mbps package and we struggle to get 50. Every single day the wifi doesn't work - we've spoke to the company about this (started in February!!) and they said it was a fault and was going to be fixed by August so basically we were paying for broadband that we weren't even getting and their generous offer was to give us £25. Ye thanks. Anyway, we are now 2 days away from September and it still doesn't work. Customer service is crap. Crap crap crap crap. Everything about it.
Reviewer
Michael
Location
London
Date
30/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I used to like virgin years ago but they now have a terrible customer service. The length of time they put you on hold only to be told they can't help is also very frustrating. They informed me before buying the fibre optic broadband that I'd be able to use it when I moved a month later. Since it turned out that was not the case, I decided to cancel the subscription. They wanted me to pay £240 fee to get out of the contract which I have refused. I asked them to listen to the taped recordings which they said they would but they never did. I will not be using their useless service ever again that's for sure.
Reviewer
Jon Payne
Location
Bradford
Date
30/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Appalling company. I wouldn't trust any of them to sit the right way round on a toilet seat. Having advised I was moving home (before the end of my contract) I had to pay £200 in early termination fees: absolutely fine, I knew what I'd signed up to.
No one explained that I could take that contract with me to my new home. When I learned I could have done that, I asked them, retrospectively, whether they'd be willing to refund the early termination fees if I had Virgin Media in my new home. A call centre script monkey of about 12yrs old told me they "don't refund termination fees".
Well, fair enough. Virgin Media, you could have been reasonable and had me as a customer for the next 18 months+, but you don't want me. Fine.
I've gone to Sky.
Reviewer
Michael
Location
Watford
Date
28/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Signed up for their top tv package in April 2016 (didn't sign up for broadband). We are now at the end of August and the monthly cost of my tv package has been increased twice! So in just over four months since signing up, my bill is now 7.25% higher. Who knows what it will be by the time my contract ends!
Reviewer
M
Location
Abbey Road
Date
27/08/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
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!
Reviewer
Kei
Location
Woking
Date
26/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Initially I thought the customer service deserved five stars to the 0-1 star Broadband service which at the best of times ran with the speed of a hamster pedalling a full size mountain bike.
However, after trying to cancel twice (the first time was when moving home: they tried to charge me a cancellation fee equivalent to the bills for the remaining terms so I agreed to relocate it FOR THE REMAINDER OF THE TERM instead - it cost the same after all. Second - time they told me I had longer than the original contracted length) - I cut my losses, losing a total that is almost equivalent to a year of bills for my alternative broadband supplier.
Shabby service all round sugar-coated in deceptive "friendly customer service". Whilst I am normally someone who rates good customer service and berates bad customer service; no amount of friendly polite customer service can rescue an underlying terrible service.
Reviewer
David
Location
Uxbridge
Date
25/08/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media is only in my house due the fact it was the only alternative at the time.But its so bad now i can barely load a page .I can't play online poker using my mac , Instead I'm using 3g on a phone to play .Which is quite unbelievable seeing as i pay for a reliable broadband service , so i don't have to use a 4 inch screen to see the cards in my hand . Virgin , quite honestly , what you are supplying me now and charging me for is tantamount to robbery . It took 5 attempts to load this page to post a comment , and I'm sat in the same room as your so called super hub .Super joke more like it .Ive been with you for over 10 years , and this is the worst its ever got . I will be looking at another provider who provides what they say they will .A usable service .
Reviewer
Donal
Location
Derry
Date
25/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Virgin is utter crap. They give you the displayed speed for the first week and then throttle the shit out of you. The router itself is terrible you constantly disconnect from it. I used to be on BT and had no problems but switched as they promised a lot faster speeds (which was true...for the first week).
I can not stress enough to not use this ISP. We have called multiple times and when we do our internet speeds go back up for a week then drop.
If you use a VPN your internet speed suddenly gets better suspicious much
Reviewer
Matt
Location
Cambridge
Date
25/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We got one of their broadband deals for our new houseshare, which we bought at the end of July. They gave us a three-week waiting period before installation, which seemed like a while but hey that's just the way it is.
On the installation date, despite receiving a message that they would be there between 9-1, no-one turned up. Today we rang up to find out why. They told us that the fibre optic broadband hadn't actually been installed in our area yet!!! So it would take another 6-8 WEEKS before they do construction work and could even BEGIN to think about installing our internet. In essence, they sold us a product they knew they would not be able to supply and gave a fake installation date they knew could not be kept, and didn't tell us any of this until we rang up and asked why no-one turned up with our internet.
Absolutely awful and should not be allowed to happen. My advice would be to phone them as you are ordering their fibre optic broadband to check whether it's actually possible to get in within the next 6 months, because they won't tell you themselves.
Reviewer
Y MANSI
Location
TWICHENHAM
Date
24/08/2016
Comments:
The worst experiance i have ever had with customers service. i have booked for virgine media broadband installation to be carried out on the 23/08/2016. After two months waiting they failed to deliver the service and no one informed me about the cancellation until i called custimers service and i found they have booked me on the 5th of october 2016.
i had enough from then and i cancelled the agreement. i joined John Lewis co which is a respectfull company and i recomend it to anyone.
Reviewer
Keith
Location
Prenton, Wirral
Date
23/08/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Comments:
We've been having issues with our 200 abs broadband for months. We have just learned that there are issues in our area regarding super fast broadband. Basically the infrastructure isn't in place to support it.
And this isn't just our area, speaking to fiends all over the country, many areas have the same problem. The best Virgin can do is tell us it should be resolved by November. Its now late August.
They didn't even let us know that there were issues and I doubt new customers will be told this either. If your thinking of switching to ultra fast fibre broadband, you'll love the 1.4mbs download speed we get. Bare own mind the national average is 22mbs.
Reviewer
Amjad Alam
Location
Manor Park
Date
23/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just to update all on customer service of virgin media. They are the worst in giving customer service. They are so rude that it seem they are paying us or they are our Boss. Think of complaining for these staffs of virgin media to the top level.
Reviewer
Timothy
Location
Conisbrough
Date
22/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Fed up of the speed dropping and requiring a modem reset. It drops from 200mb to sometimes under 20mb. Resetting the modem works for a while, how long varies.
Engineers can't seem to fix it but they still like to charge me full whack for it.
Reviewer
Robertmc
Location
liverpool
Date
21/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
virgin media Broadband is the most unreliable broadband ever.Do not choose virgin for your broadband the speeds are only 10% of what is advertised.Over utilization is the main problem but it does not stop them selling to mugs in these areas.just look at the virgin media community forum and there are hundreds of people complaining about poor speeds.BE WARNED
Reviewer
Paul Grossman
Location
Nottingham
Date
21/08/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The internet was fast but the customer service was crap. We got told the wrong information when we signed up and they charged us an extra £70 at the end for something that they had not told us. VM did not reimburse us which is rather unfair.
Reviewer
cheryl
Location
barnsley
Date
20/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking i have been fobbed of since having it installed, i have had to make numerous calls and nothing changes excuses excuses.....i strongly want to get away from virgin as soon as. i even have call records of all call's, ive even emailed and had no response at all.
Reviewer
Alice
Location
Central London
Date
20/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The most horrible network provider, I am paying 33 a month for the Internet which is down every day. I call at least three time a week and not only they are rude, but not willing to help or explain why the thing is not working. Last month it didn't work for 4 days in a row, I was meant to get a refund of 3 pounds and instead was charged three pounds more than usual. Waste of time, money and nerves. Never again!
Reviewer
Cassy Ayres
Location
Lincoln
Date
20/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A very unhappy customer! Virgin media customer services and manger I spoke to absolutely appalling! Wish I had never switched over to them! My first bill is a total of £110 which I was not aware of. They are charging me £10 for activation and £40 installation fee and 2 months line rental! When speaking to the sales team they never told me about these charges even when I asked how much my first bill would be! I Never received my contract and was told to take it up with Royal Mail! They have done absolutely nothing to help me with this expensive bill and they never even called me back when I first raised the issue so I had to waste half an hour of my time to call them again! Really not happy with them! Won't be staying with them for long!
Reviewer
Nitin
Location
Reading
Date
19/08/2016
Comments:
As bad as a service provider can get. Pathetically designed website, no way of mailing virgin team, Chat support keeps showing agents BUSY in case of help and allows you to chat for new connection. Stopped Help/Support and moved all agents to Neew Connection ???.
Customer care is more serious problem, Every call requires 6/7 reditrections and at every stage security questions. Each calls may go as long as 1 hour and customer care hangs up the call in case they are not able to answer.
No regard of customer's time. I closed all other bills in 15 mins( Bank, Electricity, Gas, Council ) this Virgin service has eaten up whole day without any results.
Purposefully engineered customer service so that people don't get thier issues resolved just end up getting redirected.
I will never suggest anybody to have a connection with virgin media again.
Horrible scam, that is not a way to run a company/service.
Really sorry to have connected with these guys.
Reviewer
Philip Vincent
Location
Leamington Spa
Date
19/08/2016
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The worst Customer Service you wlll ever experiance, they pass you around different departments, ask you the same questions, and then put the phone down.
Then you have to phone them severall times and go through the process again and again.
finally you will get through answer the questions and be able to cancel this awful service forever
Reviewer
Euan
Location
London
Date
18/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Never have I had a worse service in all respects than from virgin media. I am in a contract paying a third more than I was expecting as they had charges hiden in small print. Maybe a bit my fault but very sneaky of them.
The internet is slow and the router only works in the room it's in. I have complained regards this and was told that's the way it is. They sent a extension kit that does not work, it creates new networks so I have a different networks in different parts of the house. Which is boring. Basically once you sign up, they wash their hands of you really. Probably the worst company I have dealt with.
Reviewer
Mano
Location
London
Date
18/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
VM Broadband is highly UNSUITABLE for people who are relaying on broadband for working remotely. Because it is extremely unreliable broadband. Everyday there was some problem in their network which was continuously rebooting modem. Unavailability of service was usual thing and luckily i decided to go back to my previous provider within cooling off period of 14 days.
Reviewer
G
Location
Leeds
Date
17/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One of the worst companies I’ve ever had to deal with. TL;DR 3 short notice cancellations and very poor customer service. They use a call centre outside the UK that has people just reading off scripts and lying to keep your custom. No real communication seems to happen between the UK team and the overseas team. If you get 2 cancellations just go somewhere else and don’t hold out for the good deals they throw at you.
We got a new house and decided to go with virgin. Signing up for the medium bundle and we even got £50 off the install. 2 weeks later and 11 hours before the install was due i got a cancellation call. An engineer had been round and determined light construction was required to connect my house to the cable box, which is literally 6 inches away from my garden wall. 2 weeks later i received a call 2 hour before installation telling me a permit had been rejected to carry out the light construction. After talking to customer services i was offered £3 off my monthly bill. I also asked for some guarantees on the permit and was told they always go through on the second request.
2 weeks later i called up to make sure everything was set to go ahead the next day. The customer services confirmed everything was approved and works would be carried out the next day. 1 hour before install i received the cancellation call informing me i wasn't even scheduled to have work that day. The guy was pretty helpful and told me the problem was probably to do with if the pavement outside my house had recently been laid.
I called the cancellation team to cancel. The first guy i spoke to guaranteed construction would start that week, but the actual install wouldn't take place for another 2. "you will definitely see our van outside your house connecting the cable boxes within 3 days". He also told me that he'd reduce my contract down to a 12month one. I decided to keep it in place, as all other providers would also take 2 weeks. I then did some shopping around and went back on the virgin website to compare. They'd just reduced their contracts to 12months and cost down to the same I’d been offered. So basically they'd just offered me the new rate. I called the cancellation team back. A gentleman then said the rate i was going to get was actually £11 off my original rate. So I’d be paying £30 a month for 12 months, which was pretty good. Also he promised to send through my new contract showing all this asap.
3 days went by and there was no van, construction or contract. I signed up with BT who would install 2 days after if the 4th attempt didn't happen. 3 days before the install i could see no visible signs of "light construction" on any of my street or near the cable boxes. I cancelled and will never be using them.
At the end of the day if someone had said "The permit to start works outside your house might take 2months. When it's approved we'll contact you to arrange a date for install" i'd of happily waited. Instead they just lied to me.
Reviewer
SHERIF
Location
Birmingham
Date
16/08/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Over charged me 5 pounds over agreed contract price. Was told can move my contract whenever I move. When I came to move found out that need to start a new 12 months contract every time you move. Complete scam, would not trust virgin media.
Reviewer
Paulo
Location
Isleworth
Date
15/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
1st thing: DON T GO WITH VIRGIN! As the majority of big companies, they just want your money, they don t see you as an individual!
I needed to change my broadband from my girlfriend's name to mine and automatically they renewed the contract for 1 more year! And they have so much hassle changing the account holder's name, that they charged 20 pounds extra to do it!
Then I had to move to a different area and they didn t provide service in that area. So, I needed an early disconnection. Their solution? Made me pay the reamaining months till the end of the contract! They don t assume any responsibility or give you any flexibility with a customer who always paid them on time! Plus, my final bill should have been 152 and I get a letter at home of 189! They had previously explained to me, on the phone for 2 hours, that 152 would be the final bill!
Some of the people on the other side of their lines, are people with a very bad accent in english and they speak so fast, you are supposed to understand everything they say!!
I was paying initially 32 pounds and a few months after I was paying 37!!! Only for a fibre 100mgb broadband. No tv, no phone. Thing is, for 3 times, I had to call them to tell them that I wasn t happy with the speed. I was paying for 100mgb and I was getting 10, 20, sometimes 5mgb. I tested the speed online, with "speed test".
Do you think they had the respect of giving me some compensation for all the times I didn t get what I was paying for? NOOOOO! Only when I demanded to get 5 days back of non working properly internet!
There s more, but I think it s enough!
I m now with sky. If the same happens, I m leaving you here a review about them soon...I hope my next review is a positive one!
For the big companies ownders:
If you only think about the money in this lifetime, not caring about PEOPLE, YOU WILL PROBABLY BE VERY POOR IN ANOTHER LIFETIME! It s a shame that you re so blind...
Reviewer
Hello
Location
Edinburgh
Date
15/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very slow connection, it is soo poor that my mobile using pay as you go is far faster and never disconnects whilst my broadband disconnects every day and no chance of having internet connection during the evening.
Reviewer
M Burns
Location
Chelmsford
Date
14/08/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Got to reboot the system once a week just like customers services. We you cancel, and you will, they will steal money from you on some cock and bull over the time of the month and other charges. As soon as you cancel STOP your direct debit or they will just keep taking.
Reviewer
Sandeep
Location
Slough
Date
13/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was con by Virgin. They sold me a service that don't exist. They promise me to offer a cheaper price than SKY but after you commit to the offer you start paying more. They gave My package is now £15 more expensive to what it was with SKY...Will never ever recomend anyone to use Virgin...They just want your money & give you nothing.
Reviewer
Becky
Location
Birmingham
Date
12/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
5/8 box installed- technician went outside to check signal 'bad news' you need a repull ... Nightmare begins . He took all the equipment away , otherwise I'd have to pay from that day!
12/8 technician turns up 9am and didn't know anything about repull . He out the box in and two construction men turn up to lay cables . I had 8-1 slit they promise a 4th chap would come the same day to do the repull .
I rand virgin 5 TIMES that day , and been robbed off by advisors India and lied too to get me off the phone .
Outcome - no service . Call 5 established that manager will call me tomorrow as repull has been rescheduled for 21st August!!!! What a joke this company is .
Don't be drawn in by flashy adverts or prices as their service is very very bad , infact one of the. Worst I've ever experienced . 5th call today lady an hour and I've put in a complaint that could take 28days for a reposnse ! Shocking .
Very person from virgin has lied or fobbed me off , wish I'd stick to BT
Reviewer
Kanye
Location
Eevan
Date
11/08/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
IT SLAYS OMG ITS SOO GOODLY
Reviewer
LR
Location
Staffs
Date
11/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Even worse than Sky!
The broadband speed was fine but I decided the leave as BT offered a much better deal (Virgin were not interested in trying to compete).
After cancelling within the correct time period and giving the correct notice the nightmare started.
I recieved another bill the month after the contract ended. So I called and was told thsi was a mistake. Fair enough.
Until the next month I recieved another bill which was doubled because I hadn't paid.
I tried to contact them via the chat system but was met with 'broken' English and being patronised. ( I think this is a ploy so you don't use the chat).
3 Months later I have more charges including a "termination" fee as I hadn't paid.
Everytime I called them I was assured the account would be credited and closed.
Now today I have what they call a final letter before court proceedings.
Which is fine by me, my wife is a lawyer. :)
I would avoid them at all costs.
Reviewer
may
Location
nottingham
Date
11/08/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Customer service abysmal. After several phone calls, they have still not sorted my billing problems. They try to take money out of my credit card, without authorisation, to pay for the annual line rental when I am only into my 9th month contract. They try to tell me that the bill cannot be amended as I have a direct debit with them. The phone works intermittently, so does the broadband. I cannot get a refund, as I have to ring them, to tell them, when my phone is not working???
Reviewer
bill
Location
banstead
Date
10/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
absolutely shocking customer service, keep me hanging on the phone for over 2 hours.
they cut off my services due to a mistake they made re me moving.
i was passed through to over 10 different customer service advisers and still was unable to connect back my services.
the worse possible customer service that i have ever known
Reviewer
marc shorter
Location
NW London
Date
09/08/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
speedsa re one-tenth of advertised
Reviewer
ALYA
Location
coulsdon
Date
09/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Fed up of on going problems with Virgin Media, keep being told that it runs slow in the evening because of amount of people using it but thats the time I need to use it as my son has skype lessons. the customer service are so rude and most of the time hang up on you and I even tried the main CEO office and even they don't care and hang up on you. Please don't bother going with Virgin Media.
Reviewer
Nathan
Location
Loughboroguh
Date
09/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Virgin media is terrible.
The speeds advertised were never reached, even at 6 o'clock in the morning I got about half of what was advertised, despite being told explicitly over the phone that I would rarely stray from the advertised figure.
The price was raised on my contract after one month into my set contract and not wanting to go through the hassle setting it up again, I simply paid the extra.
Their customer service is abysmal, the technicians have no idea what they are doing and never managed to fix anything. Constantly told the problem was on my end, or that I had the wrong type of router which was all rubbish.
I was explicitly told over the phone that my cancellation fee (I couldnt stand it any longer) would be taken out of the credit on my account.
When the bill came I was charged on top.
In short, the speeds are not as advertised, the customer support is the worst I have ever used, they hiked up the price (by almost 10%) as soon as I bought a package, and they explicitly lied to me several times.
I will simply never use virgin again, and I hope you dont either for your sake.
Reviewer
Fiona Williams
Location
Northants
Date
08/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin are absolute crooks. I terminated my contract, all payments up to date and they then demanded £110 for termination of the landline, plus passing over my phone number. DO NOT TAKE OUT A CONTRACT WITH VIRGIN.
Reviewer
Trev
Location
Bradford
Date
08/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I have been with virgin media since 2009, paying for the top premium fastest package, and for the past 2 years their service, the speed, the broadband quality has gone way down. I used to get speeds of nearly 100Mbps and for the past year it has dwindled to less than 10Mbps at busy times. Over this weekend it went down to less than 2Mbps. I have never seen it so bad. Virgin's network is clearly overloaded. They cannot guranatee you anything. It is all a lie. Don't bother paying for something they cannot deliver. They will tell you fibs when you complain. Avoid. Avoid. Avoid.
Reviewer
Robynne
Location
Edinburgh
Date
06/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Really horrible customer service charging me for 3 months I have only been with them for 1 month try and sort it out with customer service total nightmare they just cut you off sky#1
Reviewer
kerrie
Location
Nottingham
Date
05/08/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Absolutely appalling customer service! When we were moving from our previous property back home with parents who already had a virgin account. We simply wanted to have the two separate accounts be billed to the same house, which the first lady we contacted told us she had arranged for us. A few weeks later, a man rang and asked us where we were moving to because someone else was trying to set up a virgin account in our property, which is when we found out that the first lady didn't actually set up for our account to be moved at all. The man then advised us that we could cancel our parents' virgin account because they were no longer in a contract, and we all agreed that would be a good idea. Once this was agreed by all parties, a representative rang our parents, was very rude and refused to share any information about our account, meaning that we couldn't set up for our account to be moved at all. Finally, we gave up and moved our tv and internet package over separately, keeping the parents' package too, assuming this would be the easiest path, but no. Instead Virgin simply cancelled our account (not our parents') and issued us a £250 bill. Surely what we were asking to do in the first place wasn't that difficult?! Would not recommend this company to anyone.
Reviewer
Julian
Location
London
Date
05/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am writing this as my router has crashed again. It crashes around twice a day and has done for months. My internet speed is around 10mbps (I pay for 100) and I am told that it runs slow during evenings and weekends....so when I need it?!
I have stopped calling after getting sick of calling people in India who could not care less about you, with managers that never call back, staff that hang up on you and it takes a minimum of 4 minutes pressing damn buttons to get through to anyone.
DO NOT USE VIRGIN MEDIA!!!
I have no idea how they are allowed to trade, they are thieves who sell you something that does not work!
Reviewer
mac p
Location
midlands
Date
05/08/2016
Ratings
Satisfaction
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
virgin would be good if it stayed on line long enough to get your work done, it keeps dropping out every few minuets, its a wonder i have not thrown something at the screen before now.
Reviewer
mac p
Location
midlands
Date
05/08/2016
Ratings
Satisfaction
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
virgin would be good if it stayed on line long enough to get your work done, it keeps dropping out every few minuets, its a wonder i have not thrown something at the screen before now.
Reviewer
Peycho
Location
Edinburgh
Date
05/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst Internet provider ever! I pay £40 a month for a double hub and it never works on the second floor of the flat, even in the room which is above the hub. It is really frustrating. I am never going to use them as my internet provider again!
Reviewer
Mark
Location
Frome
Date
04/08/2016
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Not especially pleased with are broadband can so called get speeds upto 100mb, after doing a test a few times doesn't seem to go any higher than 38mb which is disappointing..
Reviewer
Bindon
Location
Cardiff
Date
03/08/2016
Comments:
SHOCKING!! Avoid virgin at all costs had it a month and we have logged probably 5 hours of slow broadband time which has caused a nightmare for working at home and cost us both money and clients.Keep thinking I'm being punkd and Ashton kitchen is going knock on my front door.
I can't even give 1 star on any platform,in fact I think it's criminal.AVOID virgin people 100%
Cancelled already and awaiting BT infinity to be installed this week
Reviewer
IW
Location
Bristol
Date
03/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't waste your money on Virgin Media. Giving 1* for Customer Service is generous. They don't care about customers, just their profits.
Reviewer
Ihsan
Location
Woking
Date
03/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bad customer service.
I am on very high speed internet package, but on the weekend we can't even check the iplayer.
Sometimes birgin media give new offer and when I called them to update my package based on the new price they said that new prices are for new customers.
When i wanted to cancel the service, it took more than one and half hour on the phone, talikng to three different person.
Very regret to be with virgin never recommend it.
Reviewer
Chris
Location
Swindon
Date
03/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A shame 0 stars isn't an option. Our experiences with virgin media have been without fail truly shameful. I remain completely amazed that they appear online to rate well as our personal experience is as far to the opposite as is possible. We ordered internet and on order were told we would have internet in 10 days. Three months later after endless chasing and hassle we gave up. At every point we were informed we'd have internet in a week or two only for virgin to fail to provide. Quite simply the worst customer service experience of my life. If we'd had any other option for a provider we'd have stopped trying far earlier. I work for a software house and can't work from home without good internet. In the end I decided it was less stressful to commute until we could move house than to keep dealing with virgin media.
Reviewer
Indigostar
Location
Leeds
Date
03/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hi guys, decided to read reviews for virgin media because I'm thinking of changing my broadband provider, anyhow, I don't think I'll be going there.
For those who are really fed up with their customer service, it is to write to Mr R Branson, here is his official email address [email protected]
Good luck people
Reviewer
Pete M
Location
Perth
Date
02/08/2016
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've had a trouble free experience with Virgin in relation to the reliability of the service. I've had a contract with them for 3 years, and as far as I can remember I've not once had a drop out in the service or speed. My only gripe would be the regularity that they've increased my monthly payments. There doesn't seem to be any reward for customer loyalty, but if it's consistency of service you're looking for, I would certainly recommend.
Reviewer
Tom Mycock
Location
Leicester
Date
02/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband is poor, drops out from time to time intermittently. Several times over 5 years, we had an engineer out to repair the connection, and every time it was the main signal station in our neighbourhood which was apparently, and I quote "A f**king mess to be honest". Nothing was done about that in all the time we've been with Virgin. The connection is not reliable enough to stream movies and TV shows.
But the worst thing was when I phoned up to cancel our Virgin Media TV and just go to Freeview. Somehow the Virgin operative in the call centre I came through to hoodwinked me into spending £8.17 on an 18 month mobile broadband dongle contract. I have broadband at home and 4G on my EE mobile. I have no reason at all to need a dongle but the Virgin employee led me to believe that it was a freebie. I felt angry and humiliated every time I opened the cupboard that the mobile dongle was in, ashamed that I had been tricked into accepting it by Virgin Media. I have never, ever used it. Not once. I was conned.
Reviewer
India Macpherson
Location
Linlithgow
Date
01/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Consistently unreliable. Problems occurring frequently, and having to wait 5-7 days for them to be resolved. As a student, and needing internet essentially, I find this unacceptable and haven't been able to do work without Internet. It happens very frequently, and even when the Internet is working, it is still unreliable and dips often, having to keep reconnecting. I wouldn't go with virgin again.
Reviewer
Frank
Location
St. Albans
Date
31/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Real scum! all the times the speed is down, their buffering capacity is less than any 4G phone and it become a bad dream if you want to see something in streaming. Amen if you need use a VPN, a carrier pigeon is faster than this shit.
Reviewer
Anthony
Location
Belfast
Date
31/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I was given a free upgrade to the 70Mbps service with much fanfare and the company told me that the new speeds were possible because of their much lauded DOCSIS cabling.
Well, ever since the 'upgrade' (two weeks ago) I have had very intermittent service and the 'Service Status' page of Virgin reveals that Virgin are aware of the problem and are constantly sending engineers to fix it.
Its over a wide area because several of my friends nearby who are also Virgin Media customers are suffering the same poor service.
Virgin are never late to ask for their money though...funny that.
bye bye Virgin Media
Reviewer
Nicholas
Location
Shoreditch, London
Date
30/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
For the whole time we had Broadband, it would cut out intermittently for long periods.
Very hard to get hold of customer service representatives.
Obstructive when trying to cancel.
We have now cancelled and moved to BT.
Avoid.
Reviewer
DCM
Location
South Bucks
Date
30/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Truly horrendous. Avoid at all costs. We were with Virgin for several years and faced repeated poor broadband speeds with poor technical support. We moved house. Virgin agreed to transfer the broadband with us to the new address on the day of our move. The night before we were due to move Virgin called and said they continue instal broadband at our new address - it would take 8 weeks to get it set up. In essence Virgin shamefully and bare fadedly lied. Customer service is hideous. It's impossible to speak with anyone. You just keep going round in circles according to various automated voice menus. I cannot strongly enough say how poor the service has been.
Reviewer
Oliver
Location
Surrey
Date
29/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Signed up in December, paid line rental saver, this wasn't allocated correctly into the account so paid it again in July, they charged an additional £20 as the cost had gone up and without telling me said that the new line rental saver was only available for use from July for 12 months, effectively making me pay for 7 months extra that won't be used as my contract ends in 12 months. Despite making attempts to pay the balance over the phone and there being confusion on the account caused by Virgin Media errors and over an hour on the phone later *Amy* hung up the phone to start the process over again. Landline wasn't installed correctly so left without service for 6 months no offer of compensation. Possibly one of the worst customer service experiences I've had.
Reviewer
Amanda
Location
Guildford
Date
28/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Very poor service, in the last 2 weeks we have had 3 days of no internet and no Virgin TV. I phoned them 2 weeks ago and they agreed to refund 2 days service. When I eventually got hold of them again today they said it was maintenance. They also said that they always write and inform their customers if they are doing maintenance, I have never received anything from them informing me. I asked why I was paying for a service that I am not receiving, they have said they will now refund 3 days usage, but as yet have not refunded any. They also said that a 'manager' would call me within 2 hours today, but this did not happen.
Reviewer
Charlotte
Location
Nottingham
Date
28/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
PLEASE DO NOT TAKE OUT A CONTRACT WITH VIRGIN MEDIA. Just take a look at there Facebook page for various reasons by many people as to why they are so awful. The worst customer service experince ever. If you have a complaint you will not be listened too. I will NEVER take out a contract with Virgin Media again on this basis. They are untrained and nobody knows any of the correct information. I'd explain the whole scenario but I don't want to bore you all, just visit there Facebook page and look at there visitor posts (half of which receive rude replied) as a clear indication to not go with virgin media. Pay extra for sky or another intenet company or mobile company, whatever it is, DO NOT GO WITH THEM.
Reviewer
Angus
Location
London
Date
27/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED!!!!
When the Virgin Media broadband works it is nice and quick, as advertised.
When it stops working, you have to:
a) Try to contact them online through a chat line that I've never actually been able to get onto; or
b) Pay to call them and sit on hold while they check if there's actually a problem, even if you've called and reported it many times before; or
c) Check the fault status on their website and be told there is no fault, even if the fault appears each time you run their diagnostic tool; or
d) Arrange for a technician to visit and fix the problem only to be told the next day that he's not coming without any reasons given; or
e) Sign up for email + SMS notifications on how the fix is progressing and never receive a single update; or
f) Use their complaints process to request improved communication and actual delivery of service and get neither.
I am currently 6 weeks into a service outage and am still completely in the dark about what is wrong with my broadband and when it will be fixed.
All I have been told for certain is that regardless of the losses this outage has caused, Virgin won't pay any compensation because that would 'breach their contract with me'.
Oh and while this is all going on I continue to receive unsolicited marketing letters from Virgin suggesting I get a mobile plan with them as well.
Enough said. Based on my experience I recommend that if you value your sanity stay away from this company!
Reviewer
Robert
Location
York
Date
27/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am paying for Virgin Media's fastest fibre service. It is supposed to provide 12Mbps upload, and 200 Mbps download. It doesn't. The BEST has been 11 up and 75 down. Right now it is 3 up and 11 down. The average is around 8 up and 30 down. Really not good enough.
Reviewer
JMMK
Location
Glasgow
Date
25/07/2016
Ratings
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service and misleading product information.
Reviewer
Elizabeth
Location
London
Date
25/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When it is working and you don't need help, it is fine. But you are in for a nasty surprise if something goes wrong. We've been mostly without internet for the last 5 days and seems (if this time they are not lying) it will last at least another 2 days. Every day it is a different excuse and a different time line. We've received text messages saying our service has been restored (but text HELP in case it is not) we needed the HELP message everytime.... Not reliable and not very good at keeping the customer informed of what the real situation is.
Reviewer
RH London
Location
West London
Date
25/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter shambes. Virgin updated their systems knowing that this would cause loss of service to a generation of loyal customers who have been with them since the days of NTL. There was no prior warning. As soon as I phoned they explained that I needed a new hub but it is now 10 days later and they continue to fail to send us one. On Friday I called to explain that their system was yet to allocate a tracking number for our hub, only to be fobbed off by being told it would be sent over the weekend. Needless to say it is now Monday and no tracking number has been allocated, despite a promise to deliver by today.In short, this is contemptable customer service.
Reviewer
David Grant
Location
Beckenham, UK
Date
24/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media Broadband service in Beckenham UK is truly awful and I would highly recommond anyone considering buying a Broadband service from Virgin Media NOT to do it.
Over the last 6 months my Broadband, advertised as 156 Mbps has barely had download speeds in excess of 1 Mbps. It is quite astounding that the neither UK government or pressure from customers appears to motivate Virgin to provide a decent broadband service.
When I have eventually managed to contact a person in the inappropriately called Virgin customer service centre (which is also a mistruth as they do anything other than answer calls), they acknowledge that there is a fault in the Beckenham area, fob people off telling them that there is a congestion issue and that it will be dealt with in 2 weeks - which never comes.
Truly awful service. Best avoided. I am sure if Richard Branson knew he would do something, but I reckon the current rubbish management team in Virgin are not telling him the truth about the crap level of Virgin service
Reviewer
Simon
Location
Battersea
Date
24/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never had so many issues with an Internet provider, you would think it's the year 2000 and we lived in a village removed from civilisation.
Never again!
Reviewer
Fletcher
Location
Manchester
Date
22/07/2016
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I recently had my services cut off and made a payment plan I needed the Internet as my husband has to look for work I rang several times to see when it was being switched on again following this payment plan and it was like banging my head against a brick wall I have been with virgin media many many years. The last call I made was to a guy called Ali. He was very very helpful and his customer service skills were excellent he was empathetic , kind cheery and went out of his way to help me within 10 minutes my services were back on I just wanted to say a big thank you to him as I was very impressed with his customer service skills as this is not usually the norm.
Reviewer
Mick
Location
lanark
Date
22/07/2016
Comments:
Rip off merchants if you try to cancel they talk you into a new contract unfortunately they have their grip on you for another 12 months
Reviewer
Ian
Location
St. Helens
Date
22/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Shit shit shit nobody go with them robbing bastards charged us over £200 brcause we moved house and they dont cover our new area so we had to cancel how is that our fault tgey dont have cable in a new build estate the fucking cunts worst customer service known to man your lucky if you get through to someone english you can understand robbing bastards probably tgeir wages for there curry the fucking inbreds
Reviewer
Jan shea
Location
Middlesbrough
Date
20/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Paying in avrage 75 a month for basic tv 100mb Internet and phone . Internet is rubbish ,and will give me a 60p discount for a loyal customer ,will not give me new customer deals that are half the price ,and get a better service . Checked my speed and is 3.3mb and 5.3 upload . No were near a 100 ?
Reviewer
Kerry
Location
West Midlands
Date
20/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful customer service! Downgraded my services in March to save money they locked us into another contract and now they want to charge us £240 to leave even though they can't provide a service to my new house. Disgraceful!!
Reviewer
Unhappy Customer
Location
Dublin
Date
20/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs!
Bad & slow internet and they will change your monthly plan without even asking.
I got charged €80 instead of €37 saying I was on a promotion plan.I called and cancelled, 2 weeks later I call again and check and I find out I have to send an email and I am stuck for another 30 days with them.
I just stopped the direct debit.
AVOID AVOID AVOID
Reviewer
Chloe
Location
North east
Date
19/07/2016
Comments:
WORST WIFI IN THE WORLD - DO NOT USE VIRGIN. Right now I'm having to go to my friends or another family members home to revise for my a-levels as my wifi is unusable, up too 150MB per second and u cannot even load a page. Whenever we rang ( as we have over 25 times ) we get told that there is a 'fault' in our area or some over pathetic excuse. I am not one to write reviews but genuinly iv never ever ever ever been this hot headed in my life and it is due to Virgin media wifi
Reviewer
Alisha
Location
Wakefield
Date
19/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I pay a lot of money every month for the privilege of being mid-sold the package I thought I was buying and faults quickly developing on the Internet , obviously not virgins fault! Only for the customer service to fob you off! Wouldn't touch them with a barge pole once I'm out of the contract!! Thiefs!!!
Reviewer
Iain
Location
Leeds
Date
18/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have just achieved reconnection of broadband with Virgin Media. I then tried to contact them to explain my difficulties(I am selling and buying houses and stress is pretty high). Trying to make contact just failed in a revolving door sequence that I can do without. When we finally move VM chaos will ensue and support will not exist.
Reviewer
Chanelle
Location
Nottingham
Date
17/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Crap completely crap all of it they disconnect my services everyweek for something as daft as 1 pound I have asked you leave and are saying my services have to b connected to cancel
Reviewer
Thomas
Location
Manchester
Date
15/07/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Appalling customer services, after contacting their broadband technical dept in India, I was initially passed to a premium rate service, no explanation nothing! put on hold and just transferred over, £35.00 to answer and provided a solution for a technical question!!!! The gent was aware I wasn't happy so past me back through to their tech dept, all I heard was "Hello" before ceremonially being disconnected, after two other attempts to resolve my issue, and being put on hold, once again I was passed through to a woman from their customer service dept in India, after explaining what my issue was and how unhappy I was, again, I was just cut off! all this took 1 hour after which, I was put through to Customer retention's, no internet, nothing! and a £3.50 monthly increase, which appears now to be common practice every year, I spoke to what must have been the most unhelpful, rudest staff member I have ever spoken too "So! What do you want me to do about it" that was repeated three times, I said "Fix my issue" to which she transferred me again, and again after the initial "Hello" I was disconnected, unbelievable. they say their internet speed is the fastest, errr I beg to differ it is constantly being throttled, I'm not a big user, I don't download large files, I work away on business a lot, I live on my own so no other person is using it, I just cannot believe how bad it is, the only good thing is the Tivo box, but now you can buy a similar box outright! Why should I stay with such a money grabbing company, my contract it up in January, if they increase it again, by any amount I'm out! without hesitation, the broadband is rubbish. Rant over
Reviewer
A
Location
W
Date
15/07/2016
Ratings
Satisfaction
2.00 stars
Comments:
When the broadband is working is fine however can be cery slow a lot of the times. Considering the amount of money that we pay for it, this should not be happening. Theres been multiple ocassions when the internet would stop working and it would take Virgin up to a week to cone around and look at it - this is the same with area problems. The customer service on the phone was disgraceful, the staff memeber who I spoke to was very rude and unhelpful. Overall I'd say that when it is working it's a good internet but most of the time thats not the case
Reviewer
Iain
Location
Leeds
Date
14/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
After twelve months of experiencing the unreliable broadband service, the remote and unhelpful support and the premium price to pay for the stress and irritation I have concluded I am delusional thinking I might get what I pay for. Silly me! The operatives at Virgin Media have delusions of adequacy and have no customer care or integrity. I might as well speak a different language - OMG I do and that just exacerbates the communication problem. I wonder if Branson gets an inferior product and would he accept it ?
Reviewer
Disappointed
Location
Midlands
Date
14/07/2016
Ratings
Speed
3.00 stars
Reliability
2.00 stars
Comments:
If you can at all avoid using Virgin do. Buyer beware.
Very friendly & lots of promises & assurances before you join afterwards the opposite.
I joined on basic phone & broadband service. Over time was sold upgrades I was assured I could downgrade at ANY time from.
Having become redundant from
work and disabled have tried to go back to basic package, oh and by the way found I'm being charged more than a NEW customer for the same service!
I phoned to down grade, met with a lovely lady but hard sell who tried to talk me out. In the end to downgrade my phone service she wanted to charge extra for my broadband, to make it even dearer then said I'd have to have a new contract to tie me informed another year as I'm not in contract at present. This is the OPPOSITE of what I was told when I agreed to their request to upgrade.
I'm about to contact OFCOM as I'm sure this isn't legal.
Reviewer
Matej
Location
Normanton
Date
13/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Hi, last month one Virgin advisors phoned me and offered faster Broadband and TV for £4 more monthly (£40.09 in total) with NO EXTRA CHARGES. Few days ago I've recived a bill of £70 per month!!! Activations charges etc , so I rang them and say I do not want it and they say it is too late now, they do not care if I am using the TV or not, if I recived (I did not) the new contract with Virgin and if I would like to get it I should speak to Royal Mail. I think this is unfair as I wouldn't mind paying the additional fee but I only feel treated because I asked the guy over the phone if there won't be charges for 100% and he promised there won't... I wanted to cancel my contract with Virgin so there is £240 cancelation fee so now i got to pay £70 and stay with Virgin for another 2 years , what is more, I cannot to listen to our conversation with the actual seller because NO. Simple as, I been told. I am telling you guys, think twice before you will buy from them...
Reviewer
Rob
Location
Wales
Date
12/07/2016
Ratings
Satisfaction
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
As a customer of 20 years I expected more than being passed to another ISP before they cancelled my email, despite having told me that they would keep my email because I still had a mobile account with them. Customer services hung up on me twice. These people truly do not deserve our money. Please use someone else, anyone else.
Reviewer
Saleem
Location
Coventry
Date
12/07/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Worst customer services . They mislead me every time I called wish there were someone who knew what they talking about . Ended up cancelling my contract .
Reviewer
Ilyas
Location
London
Date
11/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
How on earth can people give this shocking company good reviews. The customer service is shocking.
Poor Internet connection and an incompetent team,
Wait for the back end of my contract and say bye to this lot.
Reviewer
matthew lush
Location
oval london
Date
11/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have the 50mbps package but don't believe i have ever received a speed anything like that. Current speed tests show between 2 and 25. When its at its worst you cannot do alot at 25 you can watch tv online with no problems. The issue i have is that in all communications staff are obviously gagged from spelling out they cannot deliver the speed advertised, technical desk staff, don't speak english and don't or can't answer your questions. After 1 hour on phone today, my speed dropped by 20% after technicians 'best' efforts. Then announced there would be works in my area until the end of August that would prejudice my speed. No apology, no refund. Ultimately they should offer a price that reflects achievable speeds not pie in the sky aspirations. I am looking for another provider when I can find one that may tell the truth. If you know of any please let me know.
Reviewer
Matt Cooper
Location
Brighton
Date
11/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
This is ridiculous, I have had 10 months of hell so far. I ordered 12 month contract with 12 months discount through Uswitch. Instead I got put on an 18 months contract with 9 months discount. Guy on phone tries to tell me to sign the 18 month contract and send it back anyway?!.
After 10 months numerous calls and numerous people telling me its fixed I'm now on a 12 month contract with 9 months discount (still not 12 month discount). (I also had to argue that my deal even existed even though it was still up on Uswitch at the time and I had the confirmation email.)
Then they put the line rental up on my contracted line rental scheme.
Then they start charging me full price which they then say is sorted with a credit on my account which works for the bill out of my bank account but is putting my virgin account in debt, which I fear is going to effect my credit rating.
One guy told me I would get a call within 48 hours from the complaints department and over a week later I still haven't received it. He also offered repeatedly different discounts and taking it back.
The supervisor(who I only got to after 20+mins of being put on hold and re-explaining the last 10 months to another clueless person even though I asked to get straight through after explaining the endless farce) today told me that there is no complaints department and all problems are resolved by the customer service team and if I have further issue to contact Ofcom by post.
Every customer service person has been inept, clueless, and at times deceitful. I have been put on hold for more time than actually helped and every time they promise its fixed it's now just as broken in a new way.
This has been 10 months of stress and wasting my time and phone minutes sitting on the line to people who don't know what they are doing and now I am left stressed and concerned that you are threatening my credit rating.
0/10 customer service. 0/10 trust. 0/10 confidence. 0/10 would recommend.
Reviewer
Adrian
Location
South Croydon
Date
09/07/2016
Ratings
Satisfaction
4.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Terrible customer service, wouldn't answer simple questions and kept offering new offers when I just wanted to keep the contract I am currently on. Very difficult to understand them over the phone due to the strong accent. Eventually sorted what was meant to be a simple procedure as I am moving house but didn't fully complete the process over the phone. Then sent an email saying I needed to update my details online for ebilling which surely would have been easier to do over the phone. I haven't been able to do this as the instructions aren't clear and the website is extremely confusing at times. Looks like I will have to call back and deal with the poor customer service again. Not happy.
Reviewer
David
Location
Manchester
Date
08/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use this unprofessional, sad excuse for a broadband provider. Consistently awful network speed and faulty hub.
Reviewer
jessica
Location
london
Date
08/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
terrible service do not go near them.
good quality and service until march 2016 when broadband slowed right down to about 3 to 10 mbs
every time I complain they put me on a more expensive package to ' boost the speeds' but speeds get worse.
they say too many people on line in my area ! promised to fix it by april then june now sept 2016
at present they have managed to cross my telephone wires with 3 other phone lines so I now cannot get or make calls
they wont come out as an emergency and can only book a time when I can't be in,
terrible, don't sign up they have a huge advertising campaign but cannot deliver the goods
Reviewer
rachel
Location
DERRY
Date
06/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
My experience with virgin media has been very up and down. I have the big bang bundle with fibre optic broadband supposed to be suitable for 4-10 devices, in my home the most devices being used at once would be 4 and something is always lagging and it's on and off all the time. Customer service for virgin media is appalling. When you're contacting them about signing up they're perfect and so helpful, when you're a member they are so difficult to get hold of for even the simplest question. If you make a complaint via email they do not reply no matter how many times you try. If you try and chat with the web chat team they are helpful right up until you tell them your problem then they leave you. I lived with my parents and only recently moved out and we never had a problem whilst at my parents, that's why I chose virgin media, but since joining there have been problems and nobody trying to help or resolving it any way. So disappointed!
Reviewer
Annezel
Location
Wimbledon
Date
05/07/2016
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I recently became a tenant at a property which already had Virgin Media. As I required access to broadband fairly sharpish, I decided to stick with Virgin and started a 12 month contract for up to 100MB. The thing is, the speed never goes above 45MB. In the first month the broadband was great (albeit slow) but as we have now entered month two, it is very poor. Why am I paying for something I am not receiving? If it's due to the area I am in, a material fact, why not just tell me I won't be getting anything above 45MB speed and therefore to go for the 50MB package... I'd recommend you do your homework before installing Virgin. The all singing, all dancing as per the ads does not exist.
Reviewer
Steve
Location
Bradford
Date
05/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been without broadband since April 2016. Fault is due to be fixed early September!!! Shocking service!
Oversold connections so network cannot cope. I've been a customer for over 12 years, but will change provider (when I can get online).
Reviewer
Virgin are useless
Location
London
Date
05/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They are unreliable, useless, liars and they kept us with no service for months..kept lying and pushing and changing dates
Reviewer
Hayley
Location
Southampton
Date
05/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor service. Have had issues in the past with internet speed dropping and having to call in for them to reset which they did while on the phone. But unfortunately it would slow down again. Yesterday lost all services with Virgin, internet, telephone and tv. Was told after a very long call that nothing could be done for 5 days and then they expect you to take time off work to be at home. Not acceptable, have my own business and need the internet to work in the evenings to catch up. Not a happy customer at all. No explanation as to what is wrong only that the area is busy at the moment so cant get an engineer out. DO NOT sign up to Virgin totally unreliable.
Reviewer
Steve
Location
BD2 4ER
Date
05/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A happy customer for over 10 years. All gone wrong since April.
After many calls to their off-shore technical help, offering terrible 'fix' advice, I finally asked for the service termination team. Remarkably, they know what is wrong.
Too many broadband subscribers in my area! A fix is planned for 7th September 2016 (3-months away!).
Virgin have refunded all my broadband charges from April to July, but I'm still without broadband.
Terrible service.
What went wrong?
Reviewer
Stephen
Location
Stoke on Trent
Date
03/07/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Over all had virgin install on the the 25th June, install went smoothly. Tech introduce himself, explain to tech were I want services installing and cables Ran.
Tech ok this wasn't a problem,
Tech did have problem with the multi room box, but he soon resolve this with a new box.
Services on whole, good tv takes a bit getting use to after switching from Sky, board band 100 percent better than Sky fibre.
Reviewer
John
Location
Renfrew
Date
02/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Disgraceful company to deal with avoided them where possible.
Their technical help line is a waste of time, they are rude and arrogant and suggest everything is your fault.
I have developed a fault with my email and have been told to go to my nearest virgin media store if I want to complain.
My inbox is being flooded with fake/spam emails from virgin
media which they freely admit they are aware of but can't seem to stop.
They suggest that I log an official complaint email for each received spam, junk, fake email received.
Unfortunately every time I open my email up to 20 items of junk flood in.
AVOIDE THIS COMPANY WHERE POSSIBLE THEY ARE THE WORST NON SUPPLIERS OF CUSTOMER SERVICE ON THE PLANET.
Reviewer
konstantinos
Location
London
Date
01/07/2016
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
I have noticed significant drop off in speed once I started a contract.. I was notified by Virgin my contract expired and that we should discuss a better valued plan. At the same time I noticed that my speeds were un usually high.. 50MBPS.. consistently.. I liked this so I called them back to secure a better deal.. as soon as this happened.. back down again to 13-25MBPS as before. Has anyone else experienced this?
Reviewer
Martin
Location
Swindon
Date
01/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Appalling company. Worst customer service I've ever encountered. I'd advise anyone thinking of signing up with them to think again. Their service is unreliable and expensive.
Reviewer
Starc
Location
Coventry
Date
30/06/2016
Comments:
VM is the worse ever company absolutly NO words to describe them no customer service no service no broadband does not work 90% of the time tv chennels rubbish and above all unhuman policies I am wondering is there no one to ask them what they are doing like the watchdogs
Reviewer
Mrs Margaret Knox
Location
Warrington
Date
30/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful trying to get connected to the the internet.Have had to rely on other family members in the the past to use their computers to print off important documents for me.Am now thinking of changing to another provider.
Reviewer
alxder
Location
brighton
Date
29/06/2016
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
If you want an expensive fast broadband then virgin is good, HOWEVER if you want a reasonable telephone service cost then Virgin is not for you at 10p connection charge for every call plus call cost !!! and land line cost WOW
Reviewer
Tomas
Location
birmingham
Date
29/06/2016
Ratings
Satisfaction
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
worse ever customer service, they are masters to leave you on hold for hours.... useless ever customer service
Reviewer
PHILIP ARMSTRONG
Location
JARROW
Date
29/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I was talked into upgrading my internet and taking a tv package worst thing i have ever done new router wont send wi-fi
upstairs and keeps going off-line customer service is terrible total waste of time rang loads of times different answer to me problem every time this time cant do anything or wont help so if you get a call to upgrade and you want to upgrade for goodness sake go to another provider i will be leaving as soon as my contract is up and will never deal with this company again
Reviewer
Laura
Location
Cork
Date
27/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Virgin media service is shocking. The people are lovely but their policies are horrendous and not customer friendly. Cancelling my account was a nightmare. The actual quality of their broadband and television service is also terrible. The price continued to go up but service never got any better. The internet frequently cut out with no explanation only an apology for the inconvenience.
Reviewer
Callum
Location
Glasgow
Date
25/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When it works it's ok, the problem is it works about 10% of the time. It's honestly a joke that it drops to 0.5Mbits every 5 minutes. Horrible customer service aswell, just a bunch of people in an indian call center that have no idea what they're talking about. One of the worst broadband providers out there, they basically steal money.
Reviewer
Maxine jones
Location
Wigan
Date
25/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Shocking !!! I changed to virgin on the understanding it was The best provider the worst mistake ever I was paying £7.99 per month for 10 Mb from my former provider I am now paying £32 a month for sometimes 3 it might rise on occasions to 20 if I'm lucky .I have rang an incredible amount of times to get it is a technical fault I'm sorry that doesn't wash with me anymore being fobbed off the money in also spending on phone calls yet they still take their full payment disgusting i must say on the first initial phone call they deducted part of my monthly bill on the understanding it will be fixed it never has. Does any body recommend a better provider as Virgin is not living upto their expectations what so ever
Reviewer
Dale rawson
Location
Blackpool
Date
23/06/2016
Comments:
I pay for fiber optic broadband 50mb. Over the last few months I can't get anything above 5mb, my kids struggle to watch Netflix, my partner can't even browse through photos on Facebook without having to wait 10 minutes for them to load. The most irritating part is I can't even enjoy a game of FIFA. I thought I would make a quick phonecard to virgin media to see what the problem was. After waiting 10 minutes or so I got a very nice helpful Asian lady who checked my area and informed me that there was a technical fault and are hoping to get it fixed as soon as possible. I asked if there was a booster or an upgrade she could add on for me as the amount of stress it causes us trying to stream anything, the lady then put me on hold for 10 minutes while she apparently spoke to somebody who authorised us a free upgrade to 100mb. Obviously with that good news I was a very happy customer. That was until the lady transfered me to a department who was going to upgrade me for them to tell me they have no idea what I was talking about and there was no such thing as a free upgrade. Very puzzled I asked to be transfered back to the department that the lady promised me a free upgrade. Again on hold for a few minutes another Asian lady greeted me. I explained my issues on my speed and what the lady had told me about my free upgrade to the guy acting like I'm crazy for saying the words 'FREE UPGRADE". The lady apologised and put me on hold while she spoke to somebody and returned to the line to tell me that yes it is correct I can have a free upgrade. With a sigh of relief I waited on hold to go back to the second department I was already at. I then explained the whole situation to this lady and she then confirmed that the gentleman was correct that there was NO FREE UPGRADE. What is wrong with the staff at this company? Seriously! Iv never been so annoyed in my entire life at these people who can't have a conversation between them self. I was told by the manager of this department that the 50mb we pay for is only suitable for 2 people!!!! Please inform me where that information is stated on the contract or the advertisement. You can't because it's not true. I have been informed that even though I was on my mobile for for an hour and a half they they don't have the power to even give us 5% off the next bill due to the shit speed this shit company provides. Virgin media are full of absolute crap and wouldn't recommend them to anybody. Useless, lying and false is what virgin media are. I'm stuck for another 6 months of my contract and as soon as it's finished I will be leaving and any family member,friend or colleague that I know uses virgin media will be getting informed of the shocking service they provide. I don't expect to hear back off any member of staff because that would mean they actually provide a tiny bit of customer service which they have clearly proven uncapable
Reviewer
Alicia
Location
Southampton
Date
23/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The service was okay while I was with them but when I went to cancel they insisted on the full cancellation fee even though I've been with them for 6 years. I thought there would have been some courtesy for a loyal customer, if nothing else just to ensure repeat business. I could have switched when I moved, and I should have done.
Reviewer
Estrianna
Location
Wolverhampton
Date
23/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst wifi I've ever seen! Don't get it!!
We changed from sky that has never ever let us down, it was fast too! We changed because virgin was cheaper and that was the biggest mistake ever!
It keeps turning off, it's slow, I use my data more than the wifi! Waste of money in my opinion!
Reviewer
Rhonwyn
Location
Mansfield
Date
23/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin are an absolute disgrace. We were told that we could have virgin in our area, and due to our slow broadband speed we jumped at the chance. We went all out and opted for the Big Kahuna Bundle. We were told that we would be getting connected on the 31st of May, so my Dad took the day off work to wait in. We then received a text on the Monday stating that our connection day had been cancelled (with no explanation) and that they would get back to us. We were disappointed but understood that these things happen. My Dad drove the 50 minute drive to work, and received a text from Virgin asking him to be in and that we were indeed being connected that Tuesday, he drove all the way home, waited all day and no one turned up. Earlier on in the day, our current provider BT had turned us off, in preparation for Virgin to reconnect us, so we had to WiFi in the house. We rang up Virgin and was told due to a technical fault the connection had to be postponed. We waited and waited to hear from Virgin, and when we rang up to enquire the customer service was extremely unhelpful and nobody could tell us anything. We have now been without WIFI for 3 weeks, and still no word from Virgin, even with going in to store and ringing up. It got to the point where we needed WIFI and were fed up, my Mum is a teacher and cannot do her work at home without the connection so is working late at work. 3 weeks with no word and no connection is appalling. We decided to give up and reconnect to BT, bearing in mind that we had to pay a disconnection charge beforehand and also paid Virgin. It will take another week or so to be connected, which means due to Virgin we have been without WIFI for a month. They then had the cheek to ask to connect us and wanted to give us a connection date! Considering we were supposed to be connected on the 31st of May and it's now the 23rd of June, I think this is disgusting. We will be complaining and demanding that Virgin give us a refund, and pay for all the disconnection costs with BT. If you ask me, Virgin are appalling and I wouldn't ever go with them again.
Reviewer
John mcmahon
Location
Walsall
Date
22/06/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
If you think your broadband is rubbish , wait till you try to cancel , if I provided service like this , I would buy an island to escape to aswell , RUBBISH
Reviewer
paul cripps
Location
east sussex
Date
22/06/2016
Comments:
awful. customer services dont do anything. you have to call them up every day to give them the same information over and over again. nobody calls back and deadlines to fix the fault are always missed
Reviewer
Martin
Location
Walsall
Date
22/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
We have been without a phone for four weeks now. I've lost count of the number of phone calls I've made, and of the engineers who have failed to fix our line. Nobody ever rings back, emails are rarely answered (when they are it's a bland 'we'll fix it as soo as possible'. Customer service assistants are often rude - and they are always surprised and offended if you get upset. In the past week, I've been promised 5 call-backs from engineers, and none of them have materialised. Some customer services assistants refuse to put you through to a manager. It's fine when things are working, but when the system is down they have no interest in your problems. They promised to fix my phone three weeks from when it broke down. Their engineer arrived and promptly buggered off. When I ring up they tell me they have to follow procedures and I need to go to the back of the queue.
Reviewer
Matt
Location
Bath
Date
21/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just moved house (5 weeks ago) and switched to Virgin Media 'Big Kahuna' bundle. Never had such poor speed or reliability from a broadband service, regularly less than 20MB download, 1MB upload even when sitting next to the hub on multiple devices. Have tired all solutions. Now in process of paying penalty to cancel (putting it down to experience). Won't be touching Virgin again.
Reviewer
Ryan
Location
Lancashire
Date
19/06/2016
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Currently paying for 100mbp/s
I average about 20.
And very rarely hit 50.
And on top of that, my connection drops at random moments for no reason.
At the time of typing this, my connection speed DROPPED to a maximum of 3mbp/s.
It's ridiculous.
I do have the odd lucky day where my speed is about 40mbp/s, but that's still nowhere near the 100 i'm paying for.
Reviewer
Elena
Location
Dunstable
Date
18/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worse service that Could ever get!!!!!a real nightmare!!!!they steal the money from people's not offering the services that are written in the contract!!!Don't put broadband AND internet with VIrgin i will tell everybody bad experience ever
Reviewer
Paul Doig
Location
LONDON
Date
18/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Shocking service from Virgin. Constantly poor speed on 100mbps service. For over 6 months, Virgin publicised a free speed boost to 150mbps. I renewed my contract two weeks before the boost was to be applied. And now they say because I renewed I don't get the boost. And the speed is 40mbps at best. Tried to cancel but they want hundreds of pounds to cancel contract. Absolute robbers. Shocking service. Avoid, avoid, avoid.
Reviewer
gail
Location
kidderminster
Date
18/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
had 50mbs b/b since march been ok for first month but constant bombarded with calls from india . in the last 2 months have had serious issues with sppeed down to 1.65 i could walk faster then that speed. virgin are useless customer service is a joke they live up there bum holes in department . legally i not being provide what i paying for which is constant speed of 50 mbs. told virgin they in breach of contract by failure they would not have a bar of it told fault be sorted by 15 th june now it worse then ever before. since had virgin had problems with trojan horse and been blamed on my laptop which was not the case , virgin have been scammed even tho they denind it . totazl joke company seek legal advice . they not providing what they claim any self respected company would let you terminate contract without prejudice if they failed what they clain but not virgin . only way is legal if they charge for the termination and pay up contract needs to sue by regulator what do they do nought typical
Reviewer
Lottie
Location
Worthing
Date
16/06/2016
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Pay for 'up to' 50mb - get 40
Pay for 'up to' 100mb - get 40
Pay for 'up to' 200mb - get 50
Complain about it - get told you are paying for 'up to', not guaranteed mb.
Slippery! Not great.
Reviewer
Katie
Location
Blackpool
Date
16/06/2016
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
We have the big kahuna package and the Internet connection is great and worth the money in that respect. As for the stupid remote- it's an utter nightmare!! You try using you tube- I swear, it makes you want to put your foot through your own tv!! Couldn't be more painful, it's slow and doesn't reckognise what you're typing, it doesn't do the space between words when you do it, it adds letters.. All sorts!! It makes the money paid become unworthy because you get that angry that you can't cope!! Please sort it out!! It makes me want to actually cry!!
Reviewer
Caveman
Location
Dunstable
Date
15/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
9.5Mbps download speed on 152Mbps connection! This is 'Superfast' Virgin Media broadband. Absolute rubbish. Ringing their customer service in India is a complete waste of time, nothing gets done. Our Tivo TV service stutters and is buffering all the time, you inform them and all they come out with is "Reboot" your set top box, or "Reboot" your Superhub, this is all they know! I've been getting these pathetic download speeds now for a month and when I'm able to I'll be cancelling all my services with them and look somewhere else.
If you want totally unreliable broadband, dreadful download speeds, (don't believe the marketing hype of 'Superfast') and terrible customer service then go with Virgin Media otherwise do yourself a favour and look elsewhere.
As a customer of theirs for over 10 years now Virgin Media is a sinking ship.
Reviewer
My time is precious
Location
Edinburgh
Date
15/06/2016
Ratings
Satisfaction
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The Internet speed is pretty average. I wouldn't say it was any faster than other providers I have used. Overall it did what I needed it to do. However, making sure your contract doesn't run onto a new one is such a faff! It would make sense seeing as you can add things to your contract online, you should be able to disconnect your contract online. This is not the case. You have to phone. I got through to a human surprisingly quickly compared to other call centres. Once I told him I needed it to not continue he said that's fine and then said 'You are expected to wait patiently on hold for me to complete this'.' ... What he was doing while I was on hold I do not know as I had told him everything he needed to know. I was on hold for 25 mins! This was during my lunch break so was not too chuffed. There is no need to keep people on hold that long it costs them a lot on there phone bill. I also struggled to understand what he was saying to me so had to ask him to repeat things a lot which made him frustrated with me. Will not be going back. Virgin boast about there customer service. Not sure what they are boasting about.
Reviewer
Greg Lee
Location
Lavender Hill, Battersea, London
Date
15/06/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Virgin Broadband has been out in our area for 2 days. These outages are standard with Virgin, included in the price of service. Customer Service NEVER knows real reason for outages. Only the corporate script. The fibre to the curb is great for speed when I have service, but the frequency of outages means I must have a back up for internet at an additional cost, making Virgin THE most expensive option in the UK. If you work from home think twice about getting Virgin.
Reviewer
ryan
Location
essex
Date
14/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It is crap the Wi-Fi is unreliable and barely works half of the time each time we contact them there is ever a long waiting time or they don't do anything and nothing changes they have even been round and it's still as bad or even worst would not suggest this to anyone all what they say about the network is crap
Reviewer
Nat
Location
Nottingham
Date
13/06/2016
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Extremely satisfied with the speed, customer service and reliability of Virgin Media, especially since the free 'VIVID' upgrade to 'Up to 150 Mbps' recently. The new SuperHub router is extremely reliable and has excellent signal strength so I get the full speed of the connection (usually in excess of the 150 Mbps headline speed) even in my office, several rooms away from the router.
Customer service via the social media team and the online chat are always quick and helpful, I haven't needed to resort to phone-based support since this was added.
I'm also very happy with my M+ TV package, especially as new channels like FOX and Sky Arts keep being added. The TiVo box is fantastic. I wish that more of the high numbered channels like Universal and Syfy would have subtitles on their TV shows, but I understand that this is the channel's fault and that the same is true on Sky.
I've only dropped one star from my Satisfaction score because of the regular slight increases in price, but as the product has consistently improved over the years, it's hard to argue that I'm not getting value for money. Nonetheless, I would definitely recommend Virgin Media.
Reviewer
MP
Location
Surrey
Date
11/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
We had problem since beginning and even we call them at least 10 time our problem with poor signal was not resolved
Reviewer
Raoul Penel
Location
Bournemouth
Date
11/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin broadband have to stop tinkering with the speed settings and also make sure they do not oversubscribe, irritated does not begin to describe how I feel after the latest drop in broadband service since they introduced faster speeds
Reviewer
sun
Location
redditch
Date
02/06/2016
Comments:
Do not buy virgin media. There nice brochures say speed upto 50MBPS but it is always less than 20 MBPS. They say when they say upto 50 it can be anywhere from 0-50. What would you tell these people. And it is very difficult to contact customer services. Even after We got the connection, we get daily promotional matter delivered to doorstep and by post. But when I complained the service is down, they say technical team has to take 5 days to come. I need to give minus stars if possible. Get lost..Cheats
Reviewer
Glenn Arnold
Location
Rugeley
Date
31/05/2016
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
200Mb fibre broadband. Speed fantastic...when it actually works! All was fine when we first had it installed around 3 years ago, but as time has moved on, so has our internet...downwards. Completely random outages at various times can be really frustrating. And getting hold of customer care is another tale. Proves the old adage that profit and customer service do not go together.
Reviewer
Natalie
Location
Date
30/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media are robbing bastards!!!! I don't advise anyone to go with them at all because they add money into your bill and can't tell you what's it's for. They talk in riddles and back track on what they have said and expect you to understand.
Reviewer
Rafal Buczynski
Location
manchester
Date
27/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
the worst customers service ive ever had
Reviewer
George K
Location
North London
Date
26/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrible, slow, unreliable. I can't wait to get back to BT Infinity. 152meg? I get under 10 meg with constant droputs. It's unusable and Virgin told me to wait 3 months and they will try and fix it. 3 MONTHS?
Reviewer
SaKa
Location
Didsbury, Manchester
Date
26/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had my broadband connected March last year, was promised 50mb/s, at peak times max speed was 2-5 MB/s. I noticed this after a few months. it was an ongoing problem, and when I called them for the first time last October they said that it is a major work in our area and it was going to be finished at the beginning of January 2016. Mid january I called them again and this time they said work will be finished End of february. Called them again in March, thes then said it will be finished at the end of april. I kept telling them that the broadband speed was only 2-4 mb/s between 7 - 11 pm, and they kept promising me that the major work will soon be finished. anyway, the last time I called them it was end of april and guess what, they said that the work would be finished 11/05, and that was it, I've had enough, so I changed to BT, and virgin supposed to be disconnecter 24/05, and again guess what, 15th May and the work in the area wasnt finished yet. Now I have been with BT since 2 weeks, and I am very very very happy with their service. The broadband speed is 50-52 mb/s, no matter what time of the day, and I also have BT Sport ULTRA HD channel, the first one in UK. I will not recommend virgin to anyone.
Reviewer
Keith Grace
Location
Swindon Wiltshire
Date
26/05/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Did you get talked into changing from broadband and telephone to adding tivo television when the Indian gentlemen told me you could watch TV on your tablet or phone anywhere in your home, then you try this, after you install the Tivo box your self, you can only use this so called service, unless you have a I Pad/I phone or a Samsung tablet or phone it does through work on any PC. The Vito box does not get used by anyone in the house as we already have a free view sat system and normal TV system. Because I agreed and did not cancel within there time limit and I tried for at lest thirty days trying to get this work on my tablet, I was hoping as I was paying for this “crap” some one would use it, but I now find out I'm stuck in a “eighteen mouth contract” with “six months” to go, I'm told I can cancel the Tivo but must pay Virgin “£16.00” to cancel, as I don't use the land line phone which I have had for well over “ten years”, but I what to keep the broadband, I asked if I can get rid of the phone I was told that will be “£54.00” to cancel this because its in with the “bundle”, I asked how much the cost of “JEST” broadband on its own was told £30.25 and that would be 100mb. This is with out the phone I now know it would be cheaper to go with the rip off lot “BT”
I fell this company are the biggest rip off merchants going and I fill they have broken there contract with me but what can you do about, and when you ask them for a recording of what you said they say no we have not got one, I can only tell people to NOT USE THIS BUNCH OF RIP OFF MERCHANTS AND LIARS.
Reviewer
Richard
Location
Southampton
Date
25/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
They were doing so well then they added a non stated excessive charge for receiving a paper statement that was already billed by the time I got it.
Reviewer
Anonymous
Location
London
Date
25/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
RUBBISH! VM is so bad. Internet is often down and what is it with blocking harmless sites? VM love blocking sites and they absolutely love giving a crappy service. I now have to go and convince my family to abandon VM. Hate it.
Reviewer
jim
Location
stirlingshire
Date
25/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unable to contact virgin as im unable to sign to my account virgin rejects my e mail address yet they send me e mails to me
Reviewer
chris
Location
SE london
Date
24/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
It is not the best value and I regularly loose the connection. If you want a reliable connection DO NOT choose Virgin media broad band. it is nearly impossible
to get through to a human to talk to within the Virgin help desk. Don't choose Virgin!!
Reviewer
Sadie
Location
Wales
Date
24/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am so annoyed, I should be able to rely on my broadband provider for constant wifi connection however I am revising for an A level exam that I have in 2 days and I have no connection what so ever, but don't worry, 'it should be fixed by 7pm'
Reviewer
Ouriada
Location
Alg
Date
24/05/2016
Ratings
Satisfaction
1.00 stars
Comments:
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
Reviewer
SNC
Location
Brent
Date
23/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband barely works I usually have to use my mobile data, phone is always down, the only thing that works efficiently is the TV and still that's isn't amazing. Customer service is horrendous always rude and dont know how to treat customers and understand their issues, glad I'll be leaving soon.
Reviewer
ian
Location
london
Date
20/05/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Need to be rebooted once a week and dip down to 2.8mb at times.....stay well away from virgin in north london or you will need virgin media on speed dial
Reviewer
Debora Costa
Location
London
Date
20/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It is the worst internet, service (...) I ever had.
They make you test and test again your device until they have a good result and stop there, your problem still existes but they do not care.
Do not advice any customer to join virgin media
Very bad
Reviewer
Kim
Location
Leeds
Date
19/05/2016
Comments:
I had virgin at my ex's and moved at the end of Jan to my new address. I arranged to have my contract continue here and was set up on 13 Feb. I referred my ex and we were each meant to get £50 off but this never happened, but that's the very least of my worries.
I stupidly agreed to get a phone line as this would be cheaper than not. Please note that I never use a landline and do not have a handset. When I got my first bill (March) call costs came to £160-odd. I called virgin who sent out an engineer. The engineer confirmed that the calls did not come from my house (cross line). The phone bill was cancelled and I thought all was sorted.
In April I got another huge phone bill. Called virgin and they said they's send an engineer out. Before the engineer came out, my credit limit was exceeded (due to £180 phone bill) so I was disconnected. When I called virgin to reconnect they refused and further said they would not send an engineer out until my service was running. I was forced to pay £51 (on top of the £27 which is the actual cost of my service). The customer relations person also said that she had called the number and I answered the 'phone!!!!!!!!!!!
The engineer came on Saturday 14 May and confirmed that there was no way I could've made the calls, he's written something about D sides and E sides at the exchange on the slip of paper he gave me.
I called virgin back for a refund of my £50 and was promised a call back within the hour. Still waiting.
I've just checked my credit score and virgin's put a note that I'm £90-odd in arrears on there.
My question is, how do I sort this out? Virgin won't communicate in writing, it's all via phone calls - I've been on the phone to virgin for at least 10 hours since February. I work full time and have two young children, having to talk to virgin during the working day or in the evening is a hassle I'd rather not have, especially as I keep getting passed from pillar to post, I've been called a liar (by the person who said I answered the phone I was disputing), my credit rating's being affected by their incompetence and they say I can't cancel my contract without being charged.
Reviewer
Rhianna
Location
Bradford
Date
19/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would have given 0 stars. We arranged to purchase Virgin Broadband and phone, and because nobody else on our street had Virgin they needed to run lines down to our house. Apparently this would take 4-6 weeks. We never heard back. My fiancé phoned them this morning and they stated they aren't going to be running the lines at all because our street is a 'privately owned' street. This is absolute rubbish as we know for a fact from our letting agent and council that it is an unadopted road. We would have been a little more understanding had they actually got in touch with us to tell us. Terrible customer service. Going with Sky instead who are only too happy to help.
Reviewer
John
Location
Ireland
Date
18/05/2016
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I changed the Go Into Standby Mode to 2 hours and the box and tv both turn off for no reason every 30 minutes, not sure what that means. Sometimes it's connected but it says No Internet Connection so I can't use it. I turned on my hotspot for my phone and got a whopping speed of 0.79 megabits/sec which is like 150 kb/sec... that's like dial-up internet. Then I decided to look up reviews for Virgin Media and then I figured it out. Apparently virgin media is a joke and worse than Vodafone.
Reviewer
SP
Location
Hayes
Date
16/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Virgin Media's sales team is full of cheaters/fraudsters. They call you to talk you through what you like and what you don't about Virgin Media. Then they offer you as a reward for your 'loyalty' some additional service at discounted prices. But at no stage they advise you that you will be entering into a new contract. Even though you they might ask them if there would be a new contract as a result of you taking up this new additional service; at no stage they disclose the true facts.
Only when you receive a email with a new contract , you find out that you have fraudulently been entered into a new contract that you were not made aware of over the phone.
I would rate the whole experience as unacceptable and awful. Recorded conversations can not be retrieved any longer. Overall customer service, follow up is pathetic and low standard.
Reviewer
JOHN
Location
Gloucestershire
Date
15/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
VIRGIN MEDIA the broadband company that is full of broken promises ! I have never come across a provider of services so abysmal. Broadband speed is pathetic for the full price one pays. They do not keep to their promise ever. The best thing to do is terminate contract and find another provider who will honour their contracts, so stop payment with your bank. Remember VIRGIN are the ones who are in breach of contract, and not you the customer .
Reviewer
JOHN
Location
Gloucestershire
Date
15/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
VIRGIN MEDIA the broadband company that is full of broken promises ! I have never come across a provider of services so abysmal. Broadband speed is pathetic for the full price one pays. They do not keep to their promise ever. The best thing to do is terminate contract and find another provider who will honour their contracts, so stop payment with your bank. Remember VIRGIN are the ones who are in breach of contract, and not you the customer .
Reviewer
Luke
Location
Grimsby
Date
14/05/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
AMAZING!!! THis is much better than BT (British tosh) 150mg, well worth the price!!!
Reviewer
Joshua
Location
Glasgow
Date
13/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
At first my wife and I were very excited about Virgin media. It's claim to a very fast internet service is one to be contested. However from the get go I had a alarm bells ringing off which I wrongly Ignored.
The sales team are very very pushy ( I understand they have a quota to meet ) and they will give you an answer that you want to hear, rather than the truth. Basically I was told that wherever and whenever I move flat to just change address an that will be that.
This is completely wrong and it's left my wife and I in a very bad place financially. Virgin media don't appear to cover my new post code and are charging me over £200.00 to cancel my account.
Basically don't take what the sales team to say as the truth because they want the sale. If your planning to move within 12 months don't get virgin media because if you can't take your services with you then your in trouble.
What makes it worse is the that the team over the phone aren't very understanding.
Never again will I give money to this company.
Reviewer
HKS
Location
Stevenage
Date
13/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Pretty rubbish realy!!! Every now and then they get a 'network problem' and the company apologises but shamelessly cotinues as if nothing happened. Had the final straw on camel's back this morning and will get out of the contract today
Reviewer
Joanne clarke
Location
Belfast
Date
12/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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!
Reviewer
Angie
Location
Stoke-On-Trent
Date
12/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Where to start. The broadband is intermittent at times even though I understand that I am not in a fast speed area, but to top it all off they try to bleed money out of you. I am about to move home and moving in with parents so therefore have no say in what tv, internet and phone package they have. However, Virgin still think I should pay a late cancellation charge of £200 because I am still within my contract. As far as I am concerned that contract relates to that property and since I am no longer living there, surely that makes the contract void. They have done nothing to help me and instead just remain adamant that i have to pay this money so I will be seeking legal advice
Reviewer
Mark Squire
Location
Wokingham
Date
10/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service, slowest speed despite all the claims, impossible to reach on the phone, constant faults and loss of service. Price is ridiculous for the service received. Never again.
Reviewer
Steven Pike
Location
Astley manchester
Date
10/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Having swapped from sky we have been totally devastated with Virgin, the equipment is rubbish, the connection is terrible, the prices extortionate and the customer service is shocking! 200mbps is a lie, don't take it! Over utilisation is to blame I'm told yet they keep taking new bookings adding to the problem! I've not seen a single engineer close by working on the network, nor have I seen any improvement in our service or speed, I would never use virgin again and urge anyone thinking of changing to consult locals that have it to see if it's even worth it
Reviewer
suneth
Location
redditch
Date
07/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
When I explicitly said I need a twelve month contract, they signed me up for a 18 month one. Had to wait over two hours to reach a call center operator, who did have no manners at all and could not understand her language
Reviewer
Nigel
Location
Bracknell
Date
07/05/2016
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
The biggest problem we customers have to deal with is that there is little difference between the major providers, and they quite frankly do not give a real jot for their customers. In the many years I have been with Virginmedia, they have never once given me the service I pay for with frequent outages thrown in for good measure. At best you get 50% of the speed they advertise, apparently only a small percentage of their customers need to get 100MB for them to claim that all customers get this service, but the reality is that you normally get 10MB-15MB. The mobile phone service drops out as many times as you get a connection and you get more Free to View TV channels on an open decoder than Virgin provide in their package. It seems to be a legalised form of theft to charge for Free to Air channels, but that is what they do, as indeed do the rest.
Long and the short is that Virgin offer an overcharged mediocre service, but are little different to the others. One day a Regulator will be appointed who can actually do his job and sort this out.
Reviewer
Phil
Location
Enfield
Date
07/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Truly awful company. After signing up for a package for combined Broadband, TV and Phone, I very much regret it. The price has been significantly increased twice since I signed up, the fibre-optic broadband is a lot slower than advertised (speedtest.net has shown on a number of occasions to be less than 1Mb), and frequently crashes. Plus I am constantly (and I do mean constantly) harassed by emails, letters and phone calls from them to get a Virgin a media mobile contract.
I would strongly recommend NOT to go with Virgin Media.
Reviewer
ian
Location
south yorkshire
Date
06/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute Fraud!, I have paid this team £000's for FAR too many years! and put up with their lies/fob offs all along. My 50mb(what they rob me for) barely reaches 1-3mb!! I've had enough!, time to contact ofcom and a new supplier. TW*TS.
Reviewer
Kelly
Location
Great yarmouth
Date
06/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Slowest wifi ever, takes about half an hour to load a video and that's just if we have one device connected to the wifi if we dare connect more than one we will be waiting FOREVER. had to upgrade my phone contract for more 3G as I can literally not rely on Virgins wifi, so disappointed how they can even claim to have the fastest broadband is beyond me.
Reviewer
AndrewM
Location
Dulwich
Date
06/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'm paying £29/month for a claimed 30mb/s. I generally have 10mb/s download speed. It frequently cuts out. It is not possible to work from home with virgin, too unreliable.
The customer service is polite but poor. After many expensive phone calls they rarely fix the problem.
Was going to switch but was told I'd have a free upgrade to 70mb/s by the end of April 16. This was a lie. Now Nov16-Q117.
This is costing me £50/week and time with my baby daughter as I can no longer work from home. Thanks Virgin media, actually worse than your trains!!!
Reviewer
H
Location
Birmingham
Date
05/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute shit, I'm on the 100mbps package however I'm only receiving a speed of 1mbps, phoned up Virgin Media several times, apparently the maintenance began in October and was scheduled to be fixed by the 28th of April, however they still haven't completed the work, now they're saying it will be done on the 27th of July, this is atrocious, 9 months to fix a simple speed fault? The only compensation they offered was £10 a month for the internet, stay clear of this cancer company.
Reviewer
Frustrated Ian
Location
London NW3
Date
05/05/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor broadband service I'm afraid - in the evenings (when I need it most) I'm getting about 4% of the advertised speed (ie 2mbps instead of 50mbps). They tell me that it will be sorted within seven months of the start of my contract. However they say they will not waive the early disconnection fee if I defect, despite providing me with only 4% of what they advertised. When it works it's good, but when it doesn't it's awful and their response to customers is poor. I can't believe I'm saying this but even BT might be better (and they offer sensible upload speeds to boot).
Reviewer
Phil
Location
London
Date
05/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Their customer service is so bad! Signing up they are nice but once they have you, you get nothing but the worst customer service. Been having issues now for months where I do not have internet for 8h at a time. Just keep on getting the same old please turn it on and off. Not only myself is having problem up and down the road all the virgin media customers are unhappy. Avoid them at all costs.
Reviewer
michael
Location
south shields
Date
04/05/2016
Comments:
have nothing but trouble with this provider paying for one hundred megs but barely gets to 30 constant problems which they are always unable to fix going to get this taken out very soon
Reviewer
Andy
Location
Leeds
Date
04/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Virgin are amazingly slow most of the time. In the last 5 years we have had one burst of 6Mbps, but otherwise it is usually less than 1Mbps. Yet they claim that our package is "up to" 60Mbps. We have never been able to watch any BBC iPlayer shows as they buffer for hours after a few minutes.
Total fraud.
Reviewer
T4MS
Location
Essex
Date
03/05/2016
Ratings
Satisfaction
1.00 stars
Comments:
Would you like broadband that stays on, well don't go to virgin. Everynight between 2200 and 2300 my hub decides that it wants to reboot itself and that means dropping my broadband connection, every time. despite reporting this to virgin, they still haven't done a thing to sort this, all their call person wanted to know was whether it was faster than before... Time to switch to someone else...
Reviewer
LondonMan
Location
London
Date
03/05/2016
Comments:
Virgin Media Breach of Contract
We signed up to Virgin Media's "Big Bang" package, which includes broadband, TV service and telephone.
Engineers came Saturday 30th April to set it up, but only installed broadband and TV service.
They were about to leave, and we asked about the telephone service, and were told they had nothing in their paperwork about installing a telephone service.
After many calls to Virgin, taking nearly two hours, we were told we could not have a telephone from Virgin because there was "no capacity."
We discovered that Virgin media knew two days prior to the engineers visit they would be unable to install a telephone service, but:
a) They did not contact us to inform us of the situation.
b) The engineers visited and set up only two thirds of the agreement, despite Virgin media being aware the third part of the contract could not be met.
We asked about a reduction in price because we were only getting part of the service, and were told we would have to pay roughly the same because the "Big Bang" package was a special offer.
We still need a telephone, so it would mean paying Virgin roughly the same price for only two-thirds of the agreed service package (contract signed), plus we would have to pay another provider for a telephone line.
We told Virgin they had broken their contract and we no longer wanted their service, and they promptly agreed and cut us off within the minute.
So, Virgin engineers have entered our home fraudulently, drilled a hole through our wall, screwed a connector box in our living room, and fixed cable to our wall - for a "package" they cannot supply.
We are now without broadband and phone, as it was too late to stop the cancellation of service with our previous provider (BT).
We are now going through the (purposely) slow complaints procedure.
Reviewer
Your ma
Location
Your ma
Date
03/05/2016
Comments:
Terrible. Have to turn it on and off every 20 minutes because it sucks, can't use my PS4 properly at all and my phone keeps disconnecting. I could go on and on but I'd be here for hours. I don't recommend this expensive but crappy bullshit excuse of an internet company(or whatever it's called) to anyone. It's absolute bullshit to say the least, pardon my French.
Reviewer
Ewa
Location
Londonderry
Date
02/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I prefer not give them no star at all. Bad costumer service(hung up on me a few times when I said I wane cancel) i have to restart Internet a few times per day because I losing connection. Phone calls to Virgin media very expensive is anyone know how to cancel without ringing them?
Reviewer
duncan
Location
telford
Date
01/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
since upgrading to a different package I have never got the broadband speeds they say I'm getting and charging me for, when asked about it they said that the so called super hub 3 is not available in the area yet a relative in the same area code (04) who is in the next street from me has!!!, avoid these cowboys like the plague, they are false advertising and not abiding by their own contract
Reviewer
John
Location
Southampton
Date
30/04/2016
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I'm on Virgin Media's up to 200Mbps broadband. I've only had it for a month, so early days, but so far so good. Using Ookla's Speedtest app on my mobile I consistently get 210Mbps download, 12.3Mbps upload and 15ms ping. It's not cheap but there's nothing else at this price anywhere near those speeds. I work in software / networking and this allows me to work from home as efficiently as if I were in the office. Reliability has been 100% so far as well.
The only negative is having to wait in all day for the home install package - why can't they give a sensible delivery window?
Reviewer
Natali
Location
Queen Street, Portsmouth
Date
29/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Slow connection all the time and prices keep increasing almost every three to five months.
Reviewer
victor
Location
epsom
Date
29/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We arranged to install virgin broadband in 2 month advance. on day of installation service engineer called an said, sorry, I can't do it today and next appointment will in about 45 days. Now we without broadband, we cancelled our current broadband, and to order broadband from different provider we have to wait at least 30 days. We are really dissapointed. Especially our work depends on good Internet connection.
Reviewer
Gary
Location
Livingston
Date
29/04/2016
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
My elderly father, who is 78 years old, recently got Virgin installed. As a pensioner, he asked if there were any discount to the £50 installation fee. The bloke offered to install for £29.99, however, the bill came in and showed installation was not discounted and he had to pay the £50. When queried, they just said `nothing we can do about it`. Virgin should be ashamed at exploiting a vulnerable pensioner for a mere £20.Nothing to be proud of- you low-life parasites.
Reviewer
S Bennett
Location
Maidstone
Date
29/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media are by far the WORST company I have EVER dealt with. Their customer service simply doesn't exist, and if you do actually manage to speak to someone they all have a "couldn't care less" attitude. I cannot put into words how bad this company is, and how Richard Branson allows himself to be associated with them is beyond belief.
Considering they are a "media" company, I suggest you actually try speaking to someone and you will spend forever on the phone and never actually speak to anyone.
They gave me an "account manager" who was in the Philippines and didn't speak much English!
Frankly unbelievable and shocking how they stay in business!
Reviewer
AtlasAtlas
Location
West Midlands
Date
29/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Tried to install Virgin superfast broadband in my new home after being pleased with the fast speed in my old home and putting the lengthy delays for installation down to one-off problems that would not be repeated. Total nightmare!
Booked installation on three separate occasions. On each day, you are asked to take a half day off work but nobody turns up and the format of my day was identical:
1. Lots of promises from a helpful sounding phone team all day long that the technician was on his way to my home, held up but would definitely come albeit late. Every time that you phone them, you are made to wait for 10 - 40 minutes (whilst paying for the call if your Virgin phone line is not yet installed).
2. Around 7pm to 8pm each day, the technicians switch off their phones and go home. The helpdesk people then admit that they cannot get through to the installation men any longer and ask you to call back in the morning to rebook another installation day.
3. Call back next day (another long wait to be answered), only to be promised the "first available new installation date" a couple of weeks away.
4. This cycle repeats itself endlessly with no actual installation.
Other issues are:
a) your contract arrives with a higher price than you agreed to. This also occurred on every occasion that I renewed at my old address. You phone up, only to find that your old price has mysteriously disappeared from their system and settle for a new price. A contract for this lower price is promised but NEVER arrives. Result: the only paperwork that you possess is for a much higher price than you ever agreed to.
b) Issue (a) above is irrelevant really because one or two months into your 12-18 month fixed price contract, Virgin will increase your prices anyway. Expect two or three price rises during your 12-18 month "fixed price" contract as this is what I regularly had at my old address. Each time, you have the right to threaten to leave (without penalty) and renegotiate a new contract, but of course this involves the long wait for the helpdesk and hassle that you could do without.
(c) If you find yourself still having no installation after three booked appointments, you switch to another broadband provider and then have to argue with Virgin to get your money back, with more promises of new dates for installation.
Yes, the service is fast and cheap if you ever actually finally get it installed and are willing to fight over the price every 3-4 months, but if you actually want a reliable installation with a company that you can trust, then Virgin Media is not for you.
Reviewer
Tea
Location
London
Date
27/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin's High speed broadband service has left me with severely low expectations. Would not recommend any of their services to anyone, not even someone I hate. It is bad!
Reviewer
jade charlotte
Location
leeds
Date
27/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Virgin media are absolute rip offs! Got my internet installed on 27.2.16 they said they would send me a bill every month so i could pay it which would be £19 a month, got to mark still no bill was ringing them every week asking were my bill letter was so i could pay got to april and still no bill still kept ringing kept telling me its coming, 27.4.16 finally recieve a bill for £57.90 £20.95 for march's bill £10 charge for my bill been late & £20.95 to settle my bill, my bill is late because ive just recieved my first bill, there absolute jokes wouldnt recoment them to anyone!!
Going round getting people to get virgin media then stinging them will a hefty bill
Reviewer
JB
Location
Poole
Date
26/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
What sort of engineer thinks it is acceptable to install the modem in a bedroom when there is an office which already had Virgin previously installed. Not only that but have left unsightly wires that cannot be bent just laying up the wall. I am furious. Sadly I could not be here so a friend let them in assuming that they would do a good job. I wonder how they would like there installation done in this manner.
I was warned that Virgin was the worst supplier but they had a good offer compared to Sky, who I have to say did a fantastic install. Goes to show you get what you pay for. To lazy to take the cables round the house to a suitable location and just used the old sky install.
Reviewer
sam
Location
Gloucester
Date
24/04/2016
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Reliability
2.00 stars
Comments:
My internet has been down for 3 days because they broke the line. Whenever I call up they just say that they has found the problem and they are sending an engineer. I assume the engineer is on the moon as you should be able to get there within 24 hours anywhere else.
Reviewer
Kabir
Location
Stockton on tees
Date
23/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Expensive!!!!!!!!if u get sky sport
Reviewer
OTR
Location
Wembley
Date
20/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
WORST INTERNET EVER! I'VE HAD IT FOR A MONTH NOW, AND DURING THIS MONTH IT ONLY WORKED APPROXIMATELY 1 WEEK, AND EVEN DURING THAT WEEK IT WORKED ONLY NOW AND THEN. I'VE BEEN TRYING TO CALL THEM LOADS OF TIMES TO CANCEL MY CONTRACT AND I COULDN'T TALK TO ANYONE FROM CUSTOMER SERVICE!
Reviewer
Ian
Location
Brighton
Date
20/04/2016
Comments:
I had issues with my VM broadband and still get letters asking me to come back.
Fob-off VM the same I got from you.
What a shoddy service they provide and the promises of a fix every month for 3 years so I left and I have a stable connection using my neighbours talk talk connection which is better than virgin superslow broadband.
Reviewer
John
Location
Gloucestershire
Date
18/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It's the usual once you have signed up full package - highest speed with VIRGIN MEDIA broadband, they eventually become complacent and let you down badly on broadband speeds, especially downloading speed. It's the usual promise when signing up, and the broadband speed slowly but surely decreases. They are the ones who are breaking the contract by falsely claiming such high broadband speed. My answer to this is that one is legally ntitled to end their contract, if they can not fulfil their contract promises.
Reviewer
Sam
Location
Hampshire
Date
18/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
AVOID - Virgin media billed me for 3 months after leaving - 3 months after they'd confirmed I'd switched providers
Virgin media billed me for 3 months after leaving AND they confirmed in an email that I'd "successfully switched provider".
My account was settled in full when I switched yet they chased for 3 months worth of bills and passed it to debt collection agencies.
Hours on the phone with customer services, their billing department and the debt agencies still didn't lead to a correct account statement but then things went quiet.
5 years later they pop up again through another debt collection agency.
Now going through CISAS - awful awful awful awful customer experience -
although staff are pleasant enough they don't have any information in front of them and so aren't empowered to fix the problem - they just apologise and nothing happens.
Reviewer
Sayym
Location
Poole
Date
16/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Very fast internet, for the 25% time when it actually works. Whenever they replace our router, I swear it only gets worse, our first router was amazing, 100% uptime, very fast, but the buttons were just breaking. we got a replacement, which was so much worse, with a very low uptime, so eventually due to the fact that we were unable to access the web, we called again saying that the router wasn't working, and we got a new one. This one, forced our internet which according to virgin was so much faster than the previous one. meaning that the packet loss had increased by nearly 20x! it is such a bad experience dealing with their customer service, that I would not recommend to anyone. I have just recovered from nearly a week with on/off internet, and my friends are starting to call me "Bipolar Internet".
Reviewer
M Nour
Location
Nottingham
Date
15/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Although that I am satisfied with their broadband speed, but I am totally upset with their customer service. I started my contract after a recommendation from a friend as they promised to add 50 pound to my account. and after three months, they claimed that there is no prove to do that and refuse to do it. I have talked with customer service for several times and all of them assured that I am eligible for it expect the manager who said that I am not and claimed that I have been given a wrong information. I sent them an email regarding this and they still refuse to do it.
I will never renew my contract with virgin media, or advice any to do.
Reviewer
Kajtaz
Location
sidcup
Date
14/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been waiting for more than 3 weeks to fix the connection cable already had 3 appointments which they didn't show up and they still not apologising all they say is we got another appointment and not coming....
So disappointed
Reviewer
Hks
Location
Hertfordshire
Date
14/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Clearly incopmpetent at running their services - every few weeks we end up in 'network faults'
May I ask Virgin Media as to who owns and maintains the networks? As surely they should get sacked by now
Reviewer
bogdan ungureanu
Location
london north wembley
Date
14/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
At around 50 pounds internet speed is slow (especcialy weeekends) and , at times , if more than 3 devices (ex. laptop ,phone , tablet etc) virgin router will disconnect one of the devices.
Overall verry frustating...this doupoly regulated by the state is useless.
Reviewer
Claudia
Location
surrey
Date
11/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor customer service my emails were down and i could not get hold of a member of staff. This has happened over 5 times this year and nothing has been done to fix the issue.
When i did get hold of someone they said that my account didnt exist and i was with TalkTalk which i am not! Just a very bad experience all together and regret that i ever got an account with them
Reviewer
A.w
Location
Brighton
Date
08/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had set up installation with virgin media, booked time off work for the installation and was told the fee would be wavered. The day has come and they have decided to give us a self installation that we cant do as we have no virgin boxes in the house. Customer service have made us rebook another date so we will be without internet for 2weeks and they have tried to charge us for the installation, they refused to give us a discount for the first month and have already proven themselves useless before the set up has even arrived!
Reviewer
Marcus Garvey
Location
Wiltshire
Date
07/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Virgin may have loads of customers, but I will never ever spend a penny with these morons again, after four years of pathetic bills, arguing with the lying idiots who work for VIRGIN, even after leaving them, they have sent me bills, activation codes for equipment which I have after warning them I would, thrown into the dustbin, and they totally IGNORE the emails sent regarding the pathetic behaviour of the idiots I have had the total displeasure of dealing with in the last four years. Increased fees every January.. Why? Still the same shit service in a different year. They even Lied about calling me on the anniversary date of my Mother's death, how bloody insipid is that.
Reviewer
Rich M
Location
Cheltenham
Date
04/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
The broadband is excellent, the customer service is non-exsistent and customer loyalty is laughed at. After 5 years of being a loyal customer and recommend a number of people to their service i have to move home due to circumstances beyond my control. I inform VM of this and that they do not provide in my area and in return they hand me a bill for £200 to leave them. Well thank you VM, i sure as hell wont be coming back.
Reviewer
senga
Location
portglasgow
Date
03/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
have contacted on numerous occasions as broadband keeps going down cant connect my laptop through wifi or fire stick which is the next room to my router and the keep saying nothing is wrong
Reviewer
Justina
Location
London
Date
02/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Set up direct debit. did no go through their end. Got charged extra and service cancelled within few days because the payment did not go through.
Called Virgin, spoke to the rudest person ever who have the most annoying patronising voice ever.
only 2 months with virgin and already cant stand them.
Reviewer
Winston
Location
Manchester
Date
02/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I ordered VM a month in advance of when I wanted it to start, this is because I had a notice period with my existing tv and broadband supplier.
Virgin dispatched the start-up kit 2 days before I was gone connected (which was a day before the Easter Bank Holidays).
Yodel had issues with my parcel and it remained at the sorting office.
I chased virgin media 3 days in a row for an up date and received different messages each time
1. Wait another 24 hours and call back (4days after my connection should have started)
2. We'll chase yodel and call you back tomorrow (5 days after connection should have started)
3. They didn't call me back, I called them and was told it would be with me in 4 days - 10 days later than scheduled
As you imagine I am without Internet and tv (not so big a deal) for some time and when you have children in the 21st century then they depend upon the Internet quite abit.
The customer service received by Virgin has been terrible and I was warned about this by Sky but thought it scare mongering. As it turns out, VM have the worst customer service for new customers I have experienced to date and should be ashamed.
Reviewer
neil
Location
liverpool uk
Date
31/03/2016
Comments:
Hi i have just had my virgin broadband router set up by virgin but because the incoming virgin box is in the bedroom, he simply set it up there. On the opposite side of the room is the power socket so the cables are stretched between the socket in one corner and the virgin incoming box in the opposite corner with the router in between. he s tried his best to eliminate the trip hazard by stretching all cables and router to the walls of the bedroom but this means that the router is permanently behind the wardrobe or under the bed. I am not happy with this and i am trying to contact their customer care team.
Reviewer
Luana Martins
Location
Dublin
Date
31/03/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Very tricky to cancel
They try to renew the contract automatically without your authorisation. When you request cancellation they try to charge you cancellation fee even if you are out of contract, thus after keeping you on the phone for hour trying to convince you not to cancel.
The speed in Dublin is also very mediocre, Netflix has bad quality in its videos and my computer keeps disconnecting every half an hour. UPC was much better I miss it.
Reviewer
Giulia Gherghel
Location
Leicester
Date
31/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid please ! In less than two months I had 4 technical problems 3 with the landline and one the broadband. Each time I had to wait few days for an engineer to come and have a look. Also the internet connection is the worst I've ever had ! At least 2 times a day I have to switch on and off the hub . Not recommended ! Another minus the staff is always rude it doesn't matter if I go in the store or I'm on the phone with them the rudeness is over the limit !
Reviewer
Jacquie
Location
East Midlands
Date
31/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Wifi is awful!! Forever having to switch it off and trying to reconnect! Definitely don't recommend...
Reviewer
Toby Larty
Location
St. Helens
Date
30/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Less than 1Mb totally useless try another provider.
Reviewer
Bogdan
Location
Hanwell
Date
30/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer service and broadband. I would never sign u with them again.
Reviewer
Brandon Butler-Lewis
Location
Harrow
Date
29/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
When it works, it's really slow and it only works about 2% of the time. Complete waste of money.
Reviewer
Peter Kelly
Location
Bristol
Date
29/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Crap product. Crapper 'cutomer servive'
AVOID
Reviewer
Mark
Location
Luton
Date
28/03/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Is OK when it works just go to there website put in a random postcode and I bet you my car there is problem.
Absolutely shocking customer service, no internet for 3 days £1.19 compensation.
Can,t get rid of because someone cut my BT line out, wonder who that was, I had BT before & I never cut the wire.
Reviewer
Josie Ashford
Location
Nottingham
Date
25/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible, disgusting customer service, I cancelled in February 2016 after appalling service with Broadband, was told when I was cancelling they would send an Engineer out, too little too late, I complained about broadband on so many occasions and was told I would be refunded because of poor broadband services, but I have never received any refund, I have been a loyal customer for many years, starting with Diamond Cable and then NTL incidentally never had trouble with them, but Virgin Media 'there are no words to describe them' no wonder Mr. Richard Branson is a rich man. i am personally going to write to him but I know the letter will be ignored.
Reviewer
Andy
Location
Urmston
Date
24/03/2016
Comments:
Chuffin heck That was a close one !!. Just about to enter into a virgin media 12 month contract, and thought i would just have a quick look at a few reviews ......looks like B.T arn't so bad after all.. seems no company can offer a reliable, fast fiber to the home option. Its like living in a third world country think i will struggle on with what i've got for now thanks every one for posting your reviews its really helped my decision cheers Andy
Reviewer
Daniel Robinson
Location
Bristol
Date
24/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Where to begin. I signed up to get Virgin Media Vivid 100 on the 29th February, three and a half weeks ago, after one of the webchat team said my house was able to get it. The installation day was 11th March, I was asked to be here from 9am, so I took a day off work unpaid. The installation team turned up and said they needed to send their manager round to take a look and they went away. A few hours later a van pulled up outside and the supposed manager got out, expecting him to ring the doorbell or call me, I didn't go out, and next thing I knew the van had gone again and bright green spray paint had been sprayed all down the road with a big arrow pointing at my house. No one contacted me to let me know what was going on, despite a manager coming round. I was in all day and had to call customer service three times and speak to various people before I found out that a note had been left on the account that construction work would need to be done before the installation could take place. I said there and then that I wanted to cancel it but was passed on to a cancellations guy who practically begged me to stay with Virgin Media, reducing the monthly cost, who assured me everything would be done and installed two weeks later. So today, the 24th was booked as installation day, I took another day off work, unpaid, so that I could be here, as requested, to meet the installers. So three and a half weeks have gone by since I was told I could get Virgin Media internet, in those three and a half weeks, 1 installation team and 1 manager have visited the property. 13 days have gone by since I was told construction would be complete and I would have Internet set up by the end of today. I had a text from Virgin at 9am this morning, confirming that an installer was going to visit. The end of the day comes, no one has contacted me or visited, so I call customer service and after speaking again to three different people from three different departments, I find out that a team visited yesterday and decided the construction work couldn't be done. No one bothered to call me, text me or email me to let me know that! I was told some team did try to contact me today but couldn't get through which is completely unbelievable seeing I have been making and receiving calls fine all day, but instead I got a text this morning confirming it was going ahead as planned and was led to believe that all day as no one reattempted to contact me, by email, text or phonecall. I received no contact ALL day from Virgin Media to let me know that or to apologise for the complete goose chase I have been led on, the dire lack of communication in general, and the huge inconvenience of having to take two unpaid days off work. I've lost £140 from my paycheck and waited nearly a month for absolutely nothing. I am then recommended by the website to make a complaint over the phone, and am told after speaking again to multiple people, that I can't make a complaint or receive any compensation because my account has been cancelled! Is this a joke!
Reviewer
David
Location
London
Date
23/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I ordered 2 broadband for 2 separate lines.
They took weeks to start dealing with it.
2 weeks after I placed an order they told me that they would have to send an engineer. They would send it 3 weeks later. Total 5 weeks already.
After the engineer another week to get the line active.
The service wasn't what I expected form Virgin.
Reviewer
Tayla
Location
Swindon
Date
23/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I've had an absolute nightmare of a time with Virgin Media. I only signed up 2 months ago and already they incorrectly sent me a bill for £83. When speaking with the Customer Service team, I asked them 4 times why my bill was £83 and every single time, they told me I had to pay the £83 to clear my balance (which was quite obvious. They didn't understand my question at all, I spoke to 3 different people and all of them said the exact same thing (word for word) until finally one person said it was because I have to pay 2 months in advance, which I wasn't made aware of in the beginning. I then wanted to change my direct debit date to come out the day after my pay day as it currently comes out the day before my pay day, so I paid the £83 and was told once it had updated (within 12 hours) I can change the direct debit date. It still hadn't updated 2 days later so I spoke to another representative who told me I had to pay one month in advance to change the direct debit date. After all of this, I told them I wanted to leave them, they told me I had to pay £280 to leave. Absolutely disgusting.
Reviewer
Shaan
Location
Chiltern
Date
22/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Moved house and took Virgin broadband and phone line - its been two months now and they still haven't been able to resolve the "problem" with my phone line and have now lost internet connection after using it for 2 months - lousy excuse given that the cables are damaged and need repulling - why would the internet cabkes be damaged now???
Customer service is utter shambles - so so disappointed with their service - unlike to work from home now! Very angry and upset!!
Reviewer
mike
Location
reading
Date
19/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So slow its makes dial up look good! Phoned several times to ask VM why it was so slow and they said because too many people were online and the speed you sign up for is the fastest speed you can expect at 5am when nobody else is online! at all other times my whole family managed less than 512kbs!!! less than 1/2 gb... and CS rude never again VM or any virgin product...
Reviewer
Jim
Location
doncaster
Date
18/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
paid them for 6 months and been getting 2mb when i should be at 50 or atleast half virgin sucks
Reviewer
neil
Location
carlisle
Date
18/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
new to virgin media I have broadband television and phone with them. I switched from sky wish I never bothered. The television is rubbish I have the top package and what you get for what you pay is poor. I was really looking forward to getting virgin media but sadly I could not recommend it to any one. Stick with sky you have a greater choice with films, sports and box sets. I am stuck in a 18 month contract now, but as soon as it finishes I will be switching back to sky. sorry virgin you need to up your game.
Reviewer
Paul
Location
Plymouth
Date
17/03/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I've had an intermittent service for my entire contract. I've made numerous calls to the tech team and it has not resolved the problem. The connection fails 6 times a day and you have to manually reset the router each time, it won't reconnect by itself. Now my landline has dropped out. I called the tech team and was basically accused of lying about the poor service. They have given me £3.50 in compensation for 9 months of terrible service. I'm going back to TALKtalk who give you a crap, but better service for free
Reviewer
Hanna
Location
Sutton coldfield
Date
15/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am so disappointed! Got the the speediest option available from Virgine and so slow! It's drives me mad , every page loading 20secs! That's nonsense I just don't understand what I am paying twice more, compare to other providers. Just waiting for bloody contract to end.
Reviewer
Seeta
Location
Heston Middlesex
Date
15/03/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
As a cable customer for over 14 years it used to be good. Recently Virgin Media Services have gone downhill...a steep hill! More outages, lower reliability whenever they up speeds for internet, no acknowledgement of customer loyalty...can easily end up paying over full price for full package when not receiving full services. And as other reviews indicate complaints fall on deaf ears...all you get is comments why virgin media is better than their competitors. The company has rose tinted glasses if they think they can compete as is, especially as they don't have the same coverage as non cable companies. Am switching to sky next week and hope the switch is smooth. After so long as a cable customer where recently loyalty has been abused they have lost my custom. They don't care as their priorities are to attract new customers. They end up scare mongering when you request disconnecting services rather than addressing the reasons why someone wants to leave them. They are claiming you will get poor service from their competitors...let's hope sky proves them wrong.
Reviewer
Colin_mcc
Location
Livingston
Date
14/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been with Telewest/Virgin for almost 14 years and over the past year or so there broadband has deteriorated to the point it's hardly worth switching on. Constant connection drops. The router reboots every 40 seconds or so intermittently. An absolute waste of time. They've over extended themselves and are now absolute garbage. Think carefully before signing on the dotted line, you could end up with the same poor service i have with no get out clause. I'm shopping around today. Finally had enough of this.
Reviewer
Jorge
Location
North London
Date
12/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have had Virgin broadband in North London for 18 months now: several times a week broadband either collapses or slows down to an unacceptable speed that does not let me even read a newspaper comfortably. Whenever I complained I was always told that this is due to a temporary problem in the area, until I realised it was pointless to waste time with Virgin customer support and simply lived with it. I am happy to say that I can now change providers.
Reviewer
Joanne Todd
Location
Glasgow
Date
11/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst company I have ever been unfortunate enough to encounter.
There is no communication between departments and you often have to contact them repeatedly in order for them to fufil services paid for or promised in (often countless previous) conversations.
They do not adhere to original contract and appear to change your contract without permission and often at a great cost to customers. This company is ethically and morally bankrupt - avoid at all costs. I would have given no stars for overall service and customer service but there was no option for this.
Reviewer
Fed up and no longer waiting
Location
Newbury
Date
11/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I thought I would update on the end of our "virgin media experience" - after 3 months and many calls to the customer service line to try to get any information on when they were actually going to install as per their contract (see previous review) I tried a more personal "experience", and wrote a letter directly to the CEO ( by name) and hand delivered to their Head office, copying in the BBC watchdog programme - I happen to drive almost past their office location on my way to work. Well surprise surprise I get a call WITHIN 24 hours with a personal complaint manager (after 3 months of promised but not received calls) saying that they are looking into my complaint, and a follow up within another 24 hours saying that, after investigation, they CANNOT connect me and are sorry but they will have to cancel the contract. Pathetic customer service ( why they accept a contract when they can't actually provide a service to your property from a network they installed in this day and age is beyond me ) but it does appear that bypassing their "preferred" complaints process, which is a black hole as so many reviewers have noted, and instead trying a personal letter to the CEO with appropriate public cc does at least get a response - anyone interested the details are all on their website, if you can ever get onto the internet just google them !
Reviewer
Sharon Jones
Location
Harrow
Date
10/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Very poor online chat service. Make a point about their phone service and did not have the manners to reply. Expensive and would not recommend. Worst online chat service I have used.
Reviewer
Miss Chennai
Location
London
Date
10/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Virgin media customer service is the worst one I have ever come across, the order team never reply or keep you posted with any updates, and Management is the same.
But their speed is great.they need to improve on giving better customer service.
Reviewer
Aaron
Location
Blackburn
Date
10/03/2016
Ratings
Speed
4.00 stars
Reliability
4.00 stars
Comments:
absolutely insulting customer service, they are trying to charge me for a months worth of internet i haven't had, i cancelled over a month ago and they sent me a bill of over £100. They said when i signed up that installation was free, they charged me £50. I'm currently charging them for every email i respond to. they actually swore at me down the phone. I had great speeds when i had it, just god forbid you have to deal with a issue with them.
Reviewer
Siva
Location
London
Date
09/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Total wast of my time.Even before installation. I had lost at lesat 16 hours of my time that is 4 missed appointments by virgin engineers all 4 occasions waited at least 4 hours each. Total rub***. I am not making 5th appointment and wasting my time.
Reviewer
Per
Location
Merseyside
Date
09/03/2016
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have only been with virgin for the last 4 months but so far so good, never a drop in signal loss of tv signals or issues with the phone the only issue I have is with the remote to the box is horrible bad design but that's nothing
I have no idea why the others here have so much problems as I do not see the same issues here but as I said it's only been 4 months but 4 good months :)
Reviewer
fatine
Location
London
Date
08/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst provider I have ever used.
Very low range.
Slow internet.
Charged me twice first month without letting me know they would.
When I called they said they wouldn't charge me the month after but still did.
Later on they said that it was that way and I should have paid attention to the welcome letter (which is not the contract)
They have the worst customer service out of all the UK providers.
If you don't want bad internet, theft, and lies, don't go with them !
Reviewer
Brett
Location
SW18
Date
07/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Just adding my review to the growing and shameful list of poor reviews.
I've been with Virgin for 4+ years, but steadily the speed has been decreasing. My "60Mb/s" service in reality is 3-4Mb/s in the evenings or weekends i.e. when you need it.
I've had months of phone calls and the response has been the same - it will be fixed "next month".
I'm tired of it - the issue being stuck between a rock and a hard place - Virgin 'super fast fibre' or BT copper ADSL.
What is disheartening is seeing Virgins false advertising about it's reliability or speeds when it is clearly no better that it's competitors.
It seems obvious that rather than limit the number of users signing up to Virgin in order to maintain quality of service, Virgin would rather stack them high, have churn and milk their customers for as long as possible.
What is appalling is that the only communication from Virgin is a recent letter advising our charges will be increasing.
Such a shame Virgin.
Reviewer
Melanie sear
Location
Luton
Date
06/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Always having to reboot modem, intermittent broadband last 6month's.
Phoned as had no broadband, given a engineer call out in 4 days, yes that's right 4 days cancelling in the morning. Can hardly understand the people on the other end of the phone as it is not a UK call centre.
Reviewer
Abbas
Location
Enfield
Date
06/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Bad customer service
Reviewer
Oliver Holland
Location
Stockport
Date
05/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I don't even know where to begin, this company is awful. We upgraded our wifi from 100mb to 150mb and this is where it begun. The day we changed the wifi for the next month we continuously called day after day asking them to sort it out as our Xbox console wouldn't work on the new router, everyday we was told a different option by someone new, wether it was new router, upgrading to 200mb, changing our 'lines' etc etc they even sent an engineer but absolutely nothing sorted it. Time went on and we kept calling and nothing was getting sorted so I made a complaint via email, I received a missed call so rang them back a day later to be told that 'the complaints team will contact you within 28 days and there's nothing I can do'. Till this day a month later nothing is sorted, we have paid a whole month for this awful wifi because virgin medias customer service is so terrible. If anyone from virgin ever reads this, sort your staff our, sort your service out and improve or close because you're a joke that's costing me money, I am sick to death of big companies like you costing customers a load of money yet do nothing to help us when we need it. I will be switching as soon as I have contacted my alternative.
Reviewer
Philip bailey
Location
essex
Date
05/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
have been virgin customer for 4 years never recieved speed promised lots of drop outs poor tv service only admitted there was a problem when i left but cut me off 5 days earlier than agreed .rubbish customer services .all about money not customer service.
Reviewer
John
Location
Wolverhampton
Date
04/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Completely trash, internet is supposed to be 100mb download and the house hold is getting 200kb download speed making it impossible to do anything. When you try to confront them with the problem they say "1 week fix", phone them 1 week later "2 week fix". We recently phoned them and no fix for 9 months. Think before you see the adverts.
Reviewer
Ken Best
Location
West London
Date
04/03/2016
Comments:
I have left the star rating system out as VM deserve no credit.
Had VM install fastest unlimited package, worked well, 3 weeks in I receive a letter from VM stating that I am abusing the unlimited download, I think it is a mistake as I paid the highest band for unlimited. 2 Weeks later VM switch off my broadband.
After 1 month without any BB, I stop payments. I have to get a new number from BT as VM will not transfer.
Over the next eighteen months, I get threatening letters from some 16 debt collection agencies, yes 16. I tell each one the facts, and they drop any further involvement, but VM send to another each time.
I would rather go without ANY BB than sign up with Virgin Media, & I'm a Webdesigner.
NO ONE SHOULD SIGN UP WITH VM!
I simply do not believe the positive 5 star ratings found here.
Reviewer
John
Location
Ilkley
Date
03/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I left Virginmedia because of intern net problems which they finally admitted were due to capacity problems on their network in my area. Does this do them from trying to sell more in the problem area? Of course not, they now regularly mail me with offers to return to them even though I know they have not resolved their capacity problem. I would never trust this company again.
Reviewer
Sulking in Streatham
Location
Norbury
Date
03/03/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin claim to offer high speeds but for over two months now reliability has been poor. Complaints have fallen on deaf ears.
It is not 50MB it is only 200kbps and Virgin blame the Local Authorities for not letting them fix network utilisation issues
I have paid for 50MB but it appears somebody else is paying them more for my megabits and they are blowing me off
Reviewer
Martin
Location
Harlow
Date
02/03/2016
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Supposed to be 200MBps never is, buffers non-stop when trying to stream anything from internet.
Reviewer
Lewis
Location
London
Date
02/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I live in West London and have been a customer for 10 years and they are dreadful. Reliability is very poor and every year or so they have a major issue that lasts months (sometines as long as 6-7 months)to get fixed. They always claim that is due to investment to improve speed but when they finally finish, you only get the new speed for a few months before another major work comes along. I am currently paying for 120 megas and only receiving 20. Avoid at all costs if in West London.
Reviewer
Marie
Location
London
Date
02/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been on the phone with virgin 5-6 times a month since December last year. I've had persistent disconnections once or twice every month. And each time I'm given misleading and wrong information. Then I have to follow up with more calls to get to the bottom of the problem and get someone to fix it. Of course I would have to wait for an engineer to come between 3 days later to even a week. A couple of months ago the engineer did not even show up and I had to call several times to find out where he was and what was going on.
I just had another disconnection last night. I called to report it and the guy said the problem was in the area and gave me a number to call to check the status. I called and naturally there were no problems in the area and I had to call again to re-report it and an engineer is booked for 3 days later, where of course there will be no connection till then.
I had to look for a rating service as they deserve zero praise and no customers. I will be leaving them when I move house soon. No other reason that I'm staying with that.
Avoid like the plague.
Reviewer
Gemma
Location
Newcastle Under Lyme
Date
01/03/2016
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with virgin for three and a half years on an internet only package for 30mbps fibre unlimited. Only leaving as I'm moving to a place where it's not available in the area (gutted).
In 3.5 years we have had three probelms
1.) The "super" hub provided is far from super. My other half had to set it to modem mode and use a second (better) router to produce a wifi signal that would span the distance of our one bed flat.
2.) We lost service for about 2 days due to a problem with the nearest green box. We received regular emails to let us know what was going on and I think we received a small discount without having to ask for it.
3.) I have had problems logging on to the website for some reason. Repeatedly said my password was incorrect when it wasn't.
Other than these three points the service has been consitant and fantastic. I am able to stream netflix while my fella plays games online with absolutely no issue. The download and upload speeds are rapid. The only time I have called customer services was today (to cancel) the entire call took about 5 minutes, so nothing I can complain about there.
Now I am faced with the arduous task of finding a decent DSL provider who will no doubt force me to pay line rental. Urgh.
Reviewer
neil
Location
bristol
Date
01/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
ordered it on a sunday guy was mega helpful, said I would receive the equipment sent me all the info by text. got the equipment used the activiation code still didn't work rang customer services told that it was cancelled but sent me the equipment !!!!!!!!!!!! never again will I use such a shower !!!!!!
Reviewer
AJ
Location
Potters Bar
Date
29/02/2016
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I have BB(fibre)/TV/phone/multi-room. TV can be broken at time on both TVs. So not very reliable. TV Anywhere very often cannot access programmes. If you are with Sky I would not move. I am stuck here for 9 more months.
Reviewer
David Brocklehurst
Location
Leeds
Date
29/02/2016
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Hi,
Not sure how to find out what my broadband speed is, any help anyone?
Dave
Reviewer
Scrumps
Location
Northampton
Date
29/02/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I'm trying to review my package but have paid direct debit for 5 years and don't have my account number anymore or password. I cannot get passed these questions!I have never been sent an online bill as suggested. What happened to the 'pop-up customer service guide' that you could chat to? I know that I could call but I don't want to be co-erced into a new deal x
Reviewer
Malcolm
Location
Dulwich
Date
27/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media broadband is appalling in my area. Sometimes I have trouble connecting. Lately, if I do get a connection it is extremely slow, the download speed being usually around 1.8mb which is pretty poor. On ringing customer services, I am told this won't be improved for up to 6 months. This is dreadful for London.I would not recommend this provider at the moment.
Reviewer
Gary
Location
S
Date
27/02/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Well Virgin Media took over UPC in Ireland. A good move UPC were the pits for customer service I was just about to leave but I stayed on thinking Virgin would bring in changes. I was right they did, they upped the price and have the same crappy service. I was so fed up with their customer service and tech reps I had to hang up I just could not take their inability to comprehend a simple fault report without taking up an hour of my time it should only have taken 5 mins and then book in an engineer but not with virgin media. What plonkers time to look elsewhere I think
Reviewer
Stuart
Location
Bedfordshire
Date
26/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Virgin media for three months and had nothing but issue. My phone has been blocked three times in one month despite me calling in every time to remove the block. I get told it is for my own protecting because my phone bills are high. Three times I have confirmed that the usage is verified and I can pay the bills and have been doing so yet they still bar it?
Despite me not being able to use my phone I am informed that I have to pay £250 to get out of my contract?
The service is terrible, the automated system is terrible and the customer services representatives when you finally get through are rude! I have never had these issues with Sky or BT, I have requested for my account to be canceled, I will not be recommending them and will make it known just how bad the service really is.
Oh and my phone is still blocked, lets hope there is no emergencies!
Reviewer
Matt
Location
Kentish Town, London
Date
24/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Paying £30 a month for broadband which only works 25% of the time. Get 10mb/s when it works, get 0.07g mb/s the rest of the time i.e. 75kb. So angry at how much of a rip off this is and can't do anything about it.
Reviewer
SAB
Location
Wembley
Date
22/02/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Hi
I am quite surprised that VM don't have a higher rating. Every time we have had an issue VM have been brilliant. You see the quality of a company based on their ability to resolve problems. I had a problem and was about to leave VM - was really pleased the problem was resolved very well hence this review. Look at the speed offered by VM not one can match this - I know quality of service is more important and I must say on VM are good - could do better but in comparison I think are better then others my opinion
VM look to resolve a problem not get you to agree to make a payment for an engineer to visit. A company as large as VM will have things go wrong - from me experience they make every effort to resolve the problem. If they fail they don't hide behind the contract. Overall I would give them 5*
Well done VM keep up the good work
Reviewer
John
Location
Ipswich
Date
21/02/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
After a variety of issues with other users we switched to Virgin as they seemed to offer the best on paper.However it seems that the culture of Virgin is brass necked claims with a fur coat no knickers approach.
This became apparent when further enquiries led to a cheesy customer care drone determined to talk about anything to get her commission. we asked was the wireless broadband faster than their competitors Yes she gushed when I suggested it was no faster than their competitors I was mistaken! It then dissolved into a situation where the young lady obviously thought sass and attitude were how to deal with people and her only idea customer service were a pub band? Two complaints later we were offered a reduction which we took as bt were so god awful and we were sick of them. They are so scripted they have no idea how to answer technical questions.
Avoid
Reviewer
Yesim
Location
Enfield, London
Date
21/02/2016
Comments:
I never thought I'd be writing a review on the Internet but the internet is absolutely terrible. It cuts of daily!! I basically pay £40 for nothing. There's times where I've waiting 3 weeks for a technician to come over. The Internet is very slow and over priced. DO NOT JOIN VIRGIN
Reviewer
Rosalind Taylor
Location
Edinburgh
Date
21/02/2016
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The broadband seems to be slow and to drop out sometimes
Reviewer
K & L
Location
Nelson
Date
21/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
You will see a review from us on 3 Feb when virgin failed to turn up, or contact us or return promised calls. Since then we spoke to them many times agreed to a new date of 18 Feb. We then told them again about the location of the house and we are set back from the road. They asked for car parking and we told them plenty of parking for 20 cars so ok for installation. They turned up on 18th and said oh you need a trench as you are set back for the road!!! So they went and promised to ring us. Of course that didn't happen as virgin just don't do return calls. After getting through to them they passed me through three people and promised a call from the instal manager within the hour--I forgot they don't bother returning calls so guess what -- no call. Three days later after calls to their customer service I get through. In the meantime my existing telephone line and broadband go dead. After a staggering incompetent series of suggestions from them they say to get sky, their competitor! ,to help by temporarily giving me cover. They also offer to knock £50 off my account to which I offer to pay double the monthly charges just to have a service-- that's too difficult for virgin. I now find out I have actually lost my phone number now and have to get a new number which sky are kindly going to organise. I have now totally given up to virgin and will certainly broadcast the pathetic service to all and sundry. We were also considering them for our business service but that will now never happen. Amazing that they are set on damaging their brand--just read the revues on this site.
Reviewer
Amaterasu
Location
West Wickham
Date
20/02/2016
Comments:
Absolutely awful, ever since I have started using virgin I have received a shocking 2mbs at the most even though I am giving money for 50mbs which will apparently become 70mbs.This is getting so bad to the point where I am having 72kb at the time of writing this. The virgin help line is also awful because I'll either receive the generic "turn it off and on again" response or a temporary fix that lasts an hour. I am also receiving a packetloss of about 5% making it challenging to complete my work online. Finally, after contacting virgin through the help line they said they are under maintenance until April which is shocking coming from a company that has a space program.
Reviewer
Keith
Location
West Midlands
Date
20/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was a Virgin Media customer for over 10 years, and to begin with everything was great. around 4 years ago at our previous address we began to have problems with the broadband connection, it became intermittent and extremely slow (around 1mb/s instead of 100mb/s). After contacting their customer support team they advised me that this was due to an overiutilisation problem in the area and that it was scheduled for work to be completed within 6months, so i bit the bullet, they reimbursed me the cost of the broadband from my bill and then i just waited, and waited and waited... Finally after 12months of waiting I moved house (the problem still hadnt been fixed). So moving house, new area... no overutilisation problem... WRONG! Again, the same problem, so again.. im waiting, and waiting and waiting... I felt angry... id been sold a service at my new address that VM couldn't deliver on! I'd been tied into a contract to which VM could not deliver, after lenghty conversations with their customer retention team they finally agreed to release me from this contract that they were unable to provide me with the services i was paying for! So i bit the bullet and switched to EE Fibre broadband, I couldnt believe the diference in speed.. ive read reviews on EE and most are poor and i believe relate to the ADSL connnections. Let me tell you from first hand experience their packages are a good and fair price and the service they delivered has been second to none. Im more than happy and as long as the service continues i would have no reason to leave. I will NEVER use Virgin Media again. Lie after lie with them to keep you onboard, and when they cant even provide the service youre paying for they dont want to let you out of the contract? Is this even legal? I was always under the impression that if they are unable to provide the services through their fault... which it was, then they have to release you from your contract? They didnt want to! Terrible service, terrible company! If your over utilised then stop selling the services until you can manage the numbers you already have!
Reviewer
Emma
Location
London
Date
19/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Reliability is abysmal. Service regularly and without warning goes down for hours. I run a business from home and am £100s out of pocket because I've been unable to get online for hours (and in two cases in the last six month, entire days) at a time. Don't use them!!!
Reviewer
Martin H
Location
Oldham
Date
19/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We're do I start? Bad customer service largely due to off shore call centre. Broadband has gone downhill since November last year with there basic 50mb connection you get 1-4meg at peak times, anything between 5pm and midnight. So if your thinking of virgin media be very wary of these 100-200 meg claims ! Buyer beware!
Reviewer
John
Location
Ipswich
Date
19/02/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Virgin are fast becoming the embarrassing parent at the party.After dealing with the fake laughing buzzword bullshit customer care clone we got down to the nitty gritty.
It turns out that all is not what it seems under the hood re speed and that there is a policy of downright brass necking and bullshit regarding facts.When questioning the wireless broadband speed after a test which showed it to be as fast as any other,the fake laughing bullshit clone started behaving as if Customer Service to her was a pub band and that the way to treat customers was with sass and attitude.
Since gone to Sky.For how long who will know?
They all seem as crap as each other but I hate Virgins fur coat and no knickers approach.
Reviewer
Fed up and still waiting
Location
newbury
Date
19/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would love to be able to review for speed and reliability but as I am 3 months into my contract and they STILL cannot tell me when they will actually come and install the system I just can't. I have never seen such an impenetrable customer service system that means you call them and nothing ever comes out, but complaints are "closed" as we did sort of "talk" to you! I think they now have 4 complaints on the system from me as each time the CS rep opens a new one, but nothing comes back out- I feel sorry for the staff on the phone as they have to experience our frustration while unable to put us through to anyone who might possibly have to do anything - no wonder their code of practice web page says they prefer to deal with complaints by phone !!! I am now writing to the Swansea office as part of their complaints procedure and also to their CEO as the Head office I drive past on the way to work, I will deliver by hand at walking pace - still faster than their service !
Reviewer
John
Location
Ipswich
Date
19/02/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Virgin are fast becoming the embarrassing parent at the party.After dealing with the fake laughing buzzword bullshit customer care clone we got down to the nitty gritty.
It turns out that all is not what it seems under the hood re speed and that there is a policy of downright brass necking and bullshit regarding facts.When questioning the wireless broadband speed after a test which showed it to be as fast as any other,the fake laughing bullshit clone started behaving as if Customer Service to her was a pub band and that the way to treat customers was with sass and attitude.
Since gone to Sky.For how long who will know?
They all seem as crap as each other but I hate Virgins fur coat and no knickers approach.
Reviewer
Mel
Location
London
Date
19/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would never use broadband service again or anything to do with Virgin!
For 18 months I though that I had broadband but some how piggybacked onto someone's wifi. Then to be told by their engineer that I was only on their broadband for 6 months. Every month they knew how to take my money out of my account. But hey no refund when I wrote a letter of complaint and they refused. I let that go. Now, I want another chip for a second phone. They sent me the wrong size chip and as pay as you go. Not contract as agreed. I was told the correct chip will come by courier between 8am-9pm and guess what? No one came. I called them today and they said the order wasn't booked. I'm done with them.
Reviewer
Jade
Location
Surrey
Date
18/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constantly having to call virgin media to sort out our internet and tv! Bills constantly rising even though we have problems with the Internet at least once a month!
Reviewer
Yvonne
Location
Reed
Date
18/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
There is nothing wrong with the broadband but the customer service from Virgin Media is appalling, one of the worst I have ever had the misfortune of having to deal with. Their staff gave me false information, they were totally dishonest, all to make sure I had a final extra bill from them when I ended my contract. I will never enter into another contract with Virgin Media again. Worse than Talk Talk and I didn't think anything could be worse than that. Avoid Avoid Avoid I would give Virgin Media -5 out of 5 if I could.
Reviewer
Stefano
Location
London
Date
17/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Hi all, Virgin Media is a good provider untill you have an issue.
Internet connection went down 10th of Jan, the first engineer came the 16th, and he left without telling us what he has done or what to do next, internet down, I had to call Customer Service several time to find out that he discovered a fault in a wire outside the house and someone was booked to fix it the 16th of Feb (a month later).
16th of feb: Another engineer appeared ten to one, and he sneaked out ten past one, same story, we had no idea what he did and if he fixed something.
Guess what..not only he didn't fix internet but tv wasn't working either.
Several calls to customer service later, and with several I mean 6 hours later, and after repeating the story too many time to too many people, no one was able not only to help me but not even to let me know if the engineer actually did something.
Long story short, another engineer booked for the 23rd of feb, 1 month and an half without internet... A provider should provide! Waste of money, time and health
Reviewer
Steve
Location
WN7
Date
16/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Paying for 50mps, getting around 2mbs. They changed my router with no effect. Supposed to be increasing to 70mbs next month, might 3mbs if I'm lucky.
Reviewer
Daniel Edmonds
Location
London
Date
16/02/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
absolutely impossible to use their "tv anywhere" app and laughable customer service. Cannot recommend strongly enough to stay away!!!!
Reviewer
Victoria
Location
Shipley
Date
16/02/2016
Ratings
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Nothing wrong with broadband but we were sold broadband and landline. When engineer came out to install he advised we could not get landline as no capacity so left us with just broadband. Contacted virgin advised to leave it with them and would be sorted but till we got landline we would not be billed. Month later still no phone or further contact. Broadband stops working. Phone virgin who advise they have cancelled our contract. No warning no reason. Nothing we can do. Tough luck. Have had to sign up to new package will need to change all contact details again, wait two weeks for installation and they still don't know if we can get a landline.
Reviewer
pram
Location
london
Date
16/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
if you are planning to go for broadband and live in a rented house please do not go for Virgin media, they don't have services in most of the areas in London and you will end up paying loads to cancel the contract.
customer support for billing is amazingly poor, I was put on hold and then disconnected few times before I could get through to an agent.
worst ISP ever! I wish I could give quarter of star to these guys. ;D
Reviewer
Anthony
Location
London
Date
16/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The speed and service are fine; but the customer service and systems in place are the worst I have experienced of any company ever. I receive invoices for two different accounts by email; one for someone who lives in a totally different part of the country. My package was changed without me wanting to leading to a surcharge of £30 last month, and without fail I have to call them up at least once or twice a month as my bill is incorrect and is just charging me an extra £10 on what I have signed up to. I assume this is done purposefully on the assumption that people will simply not contest the extra charges as they are always wiped off as being 'an accident'. This company is an absolute joke, I'd rather pay more for slower internet quite frankly so as not to have to deal with them, but unfortunately you are locked in for 18 months if you go with them.
Reviewer
Tunde Farkasne
Location
Reading
Date
15/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would never ever recommmand virgin broadband, i wonder if its legal to take the payments and do nothing to fix a service. I have to pay for cancelling too. This is not legal at all, if they want me to keep the contract, they have to keep it too, they are lying me since months( im sure its not the advisors fault, it comes probably from a fat stupid manager, whos sitting behind their desk and grabs all my free money. Im very angry and if it wont be fixed until their current promise, the 9th of march, ill get a lawyer... Why should i pay for something i do not get? NO BROADBAND ON WEEKENDS AND EACH EVENING. Fed up with all of you.
Reviewer
Chris K
Location
London
Date
15/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
There is nothing to like about Virgin Media. Customer service is poor, staff are arrogant, internet service is patchy and the TV set top interface is from the dark ages. I have switched to Sky despite incurring a 5-month penalty.
Reviewer
mr coyle
Location
derry
Date
13/02/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
very slow and freezes
Reviewer
Madrat
Location
Leicestershire
Date
13/02/2016
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Moved to virgin from sky on a special 12 month deal, what a mistake! Supper hub is supper rubbish, disconnects all the time, peak time throttling is crippling and the phone service would be poor compared to two tin cans and a bit of string. Oh and 2 weeks after joining the price went up £3 a month. Cant wait till I can ditch this for a proper internet & phone provider.
Reviewer
Tomasz
Location
Bristol
Date
13/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Don't recommend Virgin Media. Every month the bill is wrong- have to call them few times a month and issue still not resolved. they promised me amazing deal to stop me from cancelling, still charging me wrong amount. very disappointed...
Reviewer
Graeme Mackie
Location
Milngavie, Glasgow
Date
13/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Initially I was happy with Virgin Media and my bill was £40 per month. However, in the 18 months that I have had it I have received several letters telling me about the "great news!" of how my bill will be increasing. Several of these increases over the 18 months has left me having to pay £70 per month. Nothing significant has even been added. Just one or two reply obscure channels. I tried phoning to see about changing my package and the lowest they could get my package is £58 per month. That is with me asking to have broadband only! I told the advisor about the packages other companies are offering and he said "I'm not going to waste my time trying to match those."
Reviewer
India
Location
Exeter
Date
12/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'm currently having to write this review using my 3G because I've spent the last HOUR trying to get my phone to connect to the wifi. It disconnects every time I lock my phone, it takes about five minutes to reconnect and it asks me to put in the password three times before it actually tried to connect. And even when I have full wifi it's excruciatingly slow, and when I called them to ask them why it was being so awful they said to just turn it off and run it back on again and if not they can offer me a "better" deal, which is the deal my brother has and it's worse than mine. It's impossible to deal with and it's stressing me out beyond belief. Do not get virgin media wifi it will honestly make your stress levels 100% worse.
Reviewer
Lazat
Location
Woking
Date
12/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst services in my life! I'm really upset!
Reviewer
Satya
Location
Dublin
Date
12/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband keeps cutting out.Customer service is absolutely horrendous. Sign you up for contracts without your knowledge. Currently being served a lot of penalties by Consumer Rights associations for illegal contracts. Even a simple cancellation of contract involves filling out complaints form online, to get emails and then call customer service to be put forward to loyalty team and then cancellation team which ultimately tells you to write to [email protected]. Acquiring the email address [email protected] involves all the aforementioned departments, incredibly long wait times and to top it they hang up on you as well ask to call back due to technical difficulties. Best to email them instead of talk as conflicting info given every time. I switched to email for that reason but that didn't work either. Had written confirmation that they would review a call but they simply said they will not.
Reviewer
Esther
Location
Maidstone
Date
12/02/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
A few reason why I do not advise anyone to get VM broadband and phone:
1.- Expensive international call package in comparison to BT. The charges are:
- one-off call connection
- 10 p per minute of the call
- one-off month charge to set up the service
2.- Instead of contacting the Customer (myself) to let me know there was an issue with the direct debit set up, they automatically charged £5 a month under the banner of 'Bills and handling fees'
Not sure what bill or handling fees when everything is online
3.- Some questions during my online chat were not being answered but unsure of the reason (short memory/reading span or not enough decision 'power' given to the agent)
4.- Broadband service slow and freezes.
5.- Wi-Fi service has failed a few times
All in all, my original high expectations on Virgin have not been met. My expectations came from the good publicity of the firm, it has really tough me to look at the review pages like this one! Thanks for reading and I hope you have better luck.
Reviewer
Iulian
Location
Oxford
Date
11/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'm with Virgin since June 2014. It was all right speed...ish. Most of the time I had to reset the router. I had a 1 year contract.I just forgot that I was At the end of my contract in June 2015, so they just add up another 18 months contract!!! Without any notice!! Good one Virgin.
Today I called them cos my internet sucks, I have better internet on my Giffgaff sim card... They I'm in broadband traffic management... They explained to me... They said I upload a lot, witch I don't... But as soon as I upload some photos on Gdrive, my internet goes down! They say they reduce the speed of the upload only... But I can't even watch a short video on Youtube???? Why I have to reset it daily to use it just to navigate on internet?? I can't take Skype video calls cos the internet goes down... Don't buy VIRGIN BROADBAND!!!
Reviewer
jo
Location
walsall
Date
10/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Joined virgin never got the service that I wanted sent out technicians twice neither one could sort out the problems. Phoned virgin and told them we would be leaving we left at the end of the month plus they tried to over charge us when we left they are still trying to bill us for the last two months that we have not bee. Connected to them I have complained to offcom I wouldn't advise anyone to go to virgin stay clear off them
Reviewer
Callum Flintoff
Location
Leeds
Date
09/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
By far the worst internet I've ever had. Very intermittent, cuts out about every 20 minutes making a lot of online tasks impossible. The speed in the last few weeks has averaged around 1Mbps, sometimes being as low as 0.2Mbps. Cannot believe I'm paying this much money for a service which I can barely even use. Would never recommend virgin media to anyone. Customer services do nothing about it, and the short and thin of it is that they can't as its down to the fact they've massively oversubscribed this area. But you'd hope that they'd somehow invest some money into sorting this out, but from all the work I've done, no one seems to care quite frankly. Will never be using them again.
Reviewer
Wayne Garnham
Location
Telford
Date
08/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
PLEASE READ ALL OF THE FOLLOWING BEFORE YOU THINK ABOUT JOINING VIRGIN MEDIA..
To whom has the experience to reply
Did you know that one of the definitions of 'Virgin' is; to be inexperienced in a particular context? If you ever need to rebrand, here is an incredible money saving idea for you. Most people know that you pay an extortionate fee to use the Virgin logo to increase popularity and bring trust to your services. How about, you stop paying for this and rebrand to 'Inexperienced Media'
It has a ring to it. Don't you think?
Considering the service that I received from you, it would be the perfect solution to market your diabolical service.
Let me divulge you with ALL of the information and facts from my dealings with your company, that simply put, has turned a pleasant, young(ish) man into an unseasonal version of Ebenezer Scrooge.
On the 14th January 2016, my partner and I scoured the Internet for TV and broadband deals. We came across an 'incredible' offer from 'Virgin Media' and after some lengthy, stringent debating, we decided to cancel our current package with SKY and sign up. Happy with this deal, we decided to celebrate by putting our baby to bed, early and sit back, feet up, drinking PG's finest tip.
Over the coming weeks you were kind enough to send me reminders of the installation date and times. Three separate emails and two text messages, to be precise. All confirming that installation will be taking place on the 08/02/2016 between 8am-1pm.
Having checked the order details on My Virgin Media account I was aware, though not informed, that an engineer will visit on the 01/02/2016 to do pre-checks on our property.
To my surprise, two gentleman approached our property, early, on the 31/01/2016. Proceeding to walk on to our drive and inspect the bricks underneath our lounge window. Concerned as to who these two trespassers were, I open the door and approach them, asking what they were doing. Only at this point did he decide to mention that he was from Virgin Media, doing some pre checks. Again, although I was not informed of this happening, I was aware from my online account that I needed to be at home for this and was expecting that they would knock to inform us of what they were doing. Anyway, I thought this may just be normal practice, although highly strange and was willing to forget, even though they never came back to mention anything to us. This is extremely strange, especially considering what I mention later on in this post.
After weeks of playing with a bat and ball, (for entertainment purposes) the day had finally arrived. Having booked the day off work, ensuring that I am home for this truly, momentous occasion in my family's history, I awoke extra early, at 7am and set about rearranging the furniture - to make it easier for the technician to get around and to help him/her complete his job, quickly and efficiently. (because I'm a gentleman)
At 7:34am I received a text message from yourselves stating the following "A reminder we're coming today 8am-1pm: someone OVER 18 must be in. Fancy getting £50 credit on your account? Ask your Tech about "Refer a friend". Virgin Media" (remember this point of the conversation, five paragraphs from now)
How nice, I thought. Another reminder. Not that I needed one, I was incredibly excited.
As the hours, slowly passed, my dog was getting extremely inpatient. You see, I couldn't take her out for a walk in fear of missing the arrival of the technician. She was very sad.
As 1pm approached, there was no sign of Mr/Mrs/Ms Technician. I appreciate that they can be busy and decided to give half an hours grace before I contacted to check their whereabouts.
As 1:30pm arrived and there was still no sign of said technician, I decided to contact your 'Customer Service' department.
After FIVE WHOLE minutes of pressing the correct buttons that correspond the correct team, I finally get through to a lady. Upon asking of their whereabouts, she starts questioning whether I have received a call/text etc... I responded with yes, my confirmation text at 7:34am. She states that she needs to put me on hold for one moment whilst she checks something. Then dead...... The phone was hung up.
Poor signal, I thought. Checking my phone, I had FULL signal. Strange, don't you think? My guess is that having looked on my account, she was not trained properly or not paid anywhere near enough to have to deal with the incompetencies of your company.
Nevertheless I call again and having remembered the options from the previously failed call, I was through to another lady within two minutes.
Upon questioning the whereabouts again, I was informed that I would need to be put on hold whilst they check the details on my account. With fear of being cut off, again I requested for this not to happen and so, the lady proceeds to explain the situation.
She states "Unfortunately, your appointment has been cancelled and will need to be rescheduled. The previous engineers found a blockage under your pavement and we need to get authorisation from your local council to dig up the road before installation can be completed.
Excuse me, what?
So, you've known all this time that it can not be completed but have decided to not only not contact me to tell me but actually send me a text on the day, confirming that you'll be here between 8am-1pm
Surely this is some kind of a joke? I actually thought I had jumped into THE DELOREAN and set the date to the 1st April. Surely that's the only time a joke like this can be played?
But no.
They said there is nothing they can do and will have to await authorisation, from the council, before they can confirm another installation date.
All this because of a supposed blockage under the pavement outside our property. (Which we wouldn't of known until I called)
I'm sorry, but the only blockage i'm aware of here is the BULLSHIT jammed in Virgin Medias rectum.
Needless to say, I cancelled the services on the spot. However, to my surprise, when cancelling, I was informed that it can take around six weeks for another appointment to be made.
So;
1. you were expecting us to be without TV and Internet for another 6 weeks
2. Where was the notification of this cancellation? The two 'social recluses' who had trespassed on to our property on the 31/01/16 hadn't mentioned a thing.
3. What are you going to do about me having to take time off work?
4. Having read other reviews of engineers, I will be informing as many people as possible to not sign up to your services.
5. Train or pay your customer service staff correctly, or maybe change how the whole thing is run, so your customer service staff do not have to put up with these incompetencies.
We only left Sky because you offered a cheaper price. Now we highly regret this decision and are now left without and TV service or internet provider. We would highly recommended Sky to anyone and it just goes to show that, you get what you pay for
Thank you for ruining our day and leaving us with no other alternatives.
Disgusting. Please people, do yourself a favour and join Sky or maybe even BT. Save yourself the hassle with this 'inexperienced' media company.
Reviewer
Jeremy
Location
London
Date
07/02/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Cuts in and out the whole time. They change your bill without telling you.
Reviewer
Jason
Location
Birmingham
Date
07/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had nonstop issues with virgin promise this promise that. Endless phonecalls of frustration and no outcome. Ive canceld in the end and now my internets gone down from 60/100mb to 3mb in the 30day notice
Reviewer
Steve
Location
Coventry
Date
07/02/2016
Ratings
Customer Service
3.00 stars
Speed
4.00 stars
Comments:
When it works, it works well. But for 75% of the time, it is useless! Paying £41 a month and the internet breaks every single day, without fail. The ping is never stable, making any sort of gaming impossible (ranges from 20-140). Currently got 60 ping and 4 mbps download. Should be 75mbps...
On average 3 times a week the router has to be reset, sometimes twice a day. Constant disconnections. So unreliable. 1 star is too much. If you get any work that has to be done now and for tomorrow, the router will fail you.
DO NOT GET Virgin media's Broadband. Causes too much stress for the little while it does work.
Reviewer
Rui
Location
Nottingham
Date
06/02/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I am a student in Nottingham, I signed up for Virgin Media because they were not charging for line rental, which sounded fantastic. I know know that this was a ploy to lure new customers into what is by far the worst internet provider I have ever seen. I'll start with the speed, I live in a house with 6 bedrooms so I went for the 100mb package because I thought it was more than sufficient to handle the trafic of 6 students streaming videos and playing video games. I can assure you I haven't seen 1/3 of the speed I signed up for, not even in off peak times, which is absolutely ridiculous when you make people pay a lot of money for a speed I will only get in my dreams. Now the reliability, this is by far the worst and more irritating part of the virgin media broadband experience, which has been voted the uSwitch best broadband provider in 2016, ironic, the reliability it's so bad, I am considering not playing Xbox online because it's very difficult to actually complete a game without the internet going down. This is so painful, I deeply regret not looking online for internet reviews, because I am not the only one to which this happens, and it's atrocious that you charge people for a product that don't work, a company that is the image of innovation, if you want a reliable internet provider, be smart, and go BT infinity, I know a friend who has no problems with it, but for now, I'll just have to ride this stupid contract out until the end and then switch.
Reviewer
Jordan Knight
Location
Manchester / Wythenshawe
Date
06/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
OKay so where to begin? Virgin Media Have Been A Poor Service Provider fort as long as i can remember now and im only 18. It got to the sage about 2 years ago that my internet was going limited every 20 seconds and would only stay on for about a minute. So i complained and then the came and removed my old little blue modem to fit the "SUPERHUB" 2. Now at first it was fine. BTW i run it it modem mode with a 300mbps tp link wireless router and a 300mbps tp link booster. so it was fine for a while no again in 2016 its started hapeneing agian. all i can say is that it it NO superhub all it is, is a router and modem in one. im writing this on the 6.2.16 @ 15:10pm and ive had to rest it and fiddle with it 19 times today. im 18 and im a tech geek ,god, master whatever, but all i can say is that virgins service is appalling. My mother has already complaind this year and their excuse was that they are messing around due to the high demand usage of the area. Which is utter BS. im so close to phoning to complain as im sick of this. As a Youtube content creator and im in college im always in need of a reliable service and virgin just deliver no where near what they say they do.
Reviewer
Stewart Johnston
Location
Milngavie
Date
06/02/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Over the years I've had hours and days of very slow service when in G11. When moving house they charged a fee for less than 30 day notice - just a boardroom way to sqzeeze more money out of customers imho - and customer service is poor - probably not having English as a first language is going to be a hindrance - but I need clear concise answers to questions, I just glaze over and have to say - I didn't understand can you summrise that in a short sentence plase.
Reviewer
Mitchell Blake
Location
Derbyshire
Date
06/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't even bother going with this provider. After almost 10 years of being with them the 1st time I use customer service will be the last. All I can say is disgusting. Shame there is no loyalty anymore. Companies like this deserve to go under. And stay there. CUSTOMER SERVICE IS NON EXISTANT.
I will be cancelling all subscriptions with Virgin shortly.
Reviewer
Dean
Location
Sheffield
Date
06/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
constantly drops from paid for 60mbs to between 1 and 5mbs during evening until after midnight.
Sold too many on false speed promises and network is effectively choked.
Reviewer
Zena
Location
Norwich
Date
06/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Totally rubbish! Would not recommend to anyone!
Myself and my husband both lost our stay at home work from home jobs because they kept cutting our services. After ringing and explaining the situation they still cut the services!
Very very very poor customer services!
Reviewer
Nicole wilson
Location
Bonhill
Date
05/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Comments:
Be careful when you are at a adviser stall asking you to join as I done this recently and got my instualtion date and paid my deposit and I phoned up virgin today to see when it was getting put on as I took the day of work to wait in for it which means I lost £40 in wages and I now have disappointed brothers who have waited in all day on it and I lost my diposit as I can't provide the name of the advisor so i strongly recommend yous not to go for Virgin as you may stung like me so disappointed in Virginia thought they were a good company but they are not
Reviewer
Keiran A Turrell
Location
Leigh
Date
04/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Comments:
Been with them for years got 100mb not even been that seens got it been a pain in the back tryed2day not even got over 10mb or 5mb ill be ending it 2moz after i ring them up to find out why the hell i got less than 5mb the is me being charm
Reviewer
Mary
Location
Dublin
Date
04/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I tried to give no stars but wasn't possible. Customer service obstructive not designed to be helpful or efficient. Staff do their jobs and try to be nice but are robotic and are obviously barred from deviating from a strict "virgin" format or using any initiative. Impossible to gain satisfaction left upset and frustrated.
Reviewer
Mandip
Location
Kingston Upon Thames
Date
03/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My opinion is that virgin media should just shut down as a business. Their broadband is absolutely atrocious. Completely unreliable. If its not loading at super super slow speed it just not load at all. When on skype video-call it goes literally frame-by-frame. When just normal voice-call. I’D HAVE BETTER LUCK IN THE MIDDLE OF A COMBAT ZONE! CANNOT UNDERSTAND A THING! I work from home, I am a stock trader who makes thousands of pounds through the access via the internet. Imagine how much money I’m losing every time my service is cut of. Customer service are just complete imbeciles. Explaining to me that the reason why it's very slow is because virgin are updating the broadband speed in my area from 50Mbps to 100Mbps completely free of charge. Well its been approximately nearly 4 months and when I check online for my speed its still the old 50Mbps. Also bribing me with a free month bill to withdraw my complaint. So in fact they lied in order to get out of trouble by providing FALSE INFORMATION. They are breaching the condition of my contract by not providing the service. And I guarantee everyone, if an individual were not to pay their bills Virgin would have been threatening them with Debt Collection Agencies. Yet they take the liberty to treat their customers as if they don't care. THIS IS FRAUD!!! And I plan on taking them to tribunal if that is what is takes to get their attention. And believe me I intend to go this far, then leave them and get a new provider so they don’t manipulate people like this. If your thinking of signing up to virgin media! DON’T BOTHER! If you are currently within your contract period! GET OUT WHEN YOU CAN! If you are out of contract but still with Virgin. CHANGE PROVIDER WHEN YOU CAN BEFORE THEY START BLABBING A BUNCH OF BOLONEY TO KEEP YOU IN!
Reviewer
K & L
Location
Nelson
Date
03/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Supposed to have installation between 1pm and 6pm today. Came home to be present as they asked for someone over 18 to be here. As time went on tried to contact them. Eventually got through the annoying automated service to speak to a customer service person. What a waste of time. Told me a string of excuses from the installer might have been ill to he may have gone home. Said i might still get a visit but really had no idea. Now gone 7pm so beyond the window of time they give and not even a courtesy of a call. No idea what's happening. Unfortunately I cancelled my sky broadband to get higher speed. Fortunately I didn't move the TV package at the same time and no chance of that happening. I will settle for the existing speed with sky rather than deal with this incompetent organization. Will now ring sky apologies for moving and see if they can help me out.
Reviewer
Unhappy ex virgin customer
Location
Leicester
Date
03/02/2016
Ratings
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Don't get the money back if u refer a friend - customer service don't care- finally left after nearly 20 years - bills wrong too always increasing
Reviewer
Leah
Location
Islington London
Date
02/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I truly regret joining this company and handing over any money. I have experienced nothing but trouble and terrible and patronising customer services. When I first joined, they put up my bill after the first few months, with no explanation. I have lost broadband connection several times with no information available. The last straw was in January when I lost connection for up to five days (i work from home, so this was a big problem for me). Everytime I called the date was extended for the broadband and tv to be working again. I was told I would receive compensation...which worked out at around £6 off my bill (after spending around £40 having to travel into work). I was told that was all they could offer!!! I complained to the head office, and recieved no acknowledgement or apology. I then phoned in, and was told they will get back to me....the only time they got back to me was to tell me that my bill was going up AGAIN!!!. I decided to just leave the company and was told that I have to pay up to 30 days after, even if I am not using their services. This has been truly appalling service, that actually just leaves you frustrated. I highly recommend to go with another provider. They can offer you good deals at first but find ways to get more money out of their customers. They offer no good deals or even any good customer services once you are fully into the contract. I have even had friends and family say they are leaving the company asap. Worst company to join.
Reviewer
graeme gillis
Location
Blackheath
Date
30/01/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a Virgin customer for a long time and am fed up reading advertisements from Virgin telling me how fast my broadband is when it patently is not. The service offered by Virgin in SE3 is both unreliable and slow and all my conversations with Virgin end at the same place - they give me all kinds of flannel as to what it could be before they finally admit that the service in this area is overloaded and advise that I should try to change my broadband channel at busy times (it's like being a CB radio ham in the 1980's, good buddies!). I presently, and allegedly, have "up to 50mb of super fast broadband" - or if you ask them enough questions Virgin confirms that the 50mb is the maximum, they actually guarantee no minimum speed (if you are using a wifi connection).
It amazes me how broadband, a service that is essentially a utility now, can be so patently mis-sold, if a gas or electricity supplier provided a service as unreliable as Virgin they would go out of business.
Reviewer
Charlie
Location
London
Date
30/01/2016
Comments:
Horrendous. Booked installation. Never turned up. Called them and on the phone for 30 minutes to be told they cancelled the installation without telling us. Tried to say that we emailed them to cancel it, but then admitted that was not true. Told I would be put through to manager to rearrange installation and then left on hold for 30 minutes and nobody picked up. Simply want to cancel installation and never use them if this is how they treat customers.
Reviewer
Stu
Location
Yorkshire
Date
30/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Since joining Virgin Media for broadband I have experienced poor service. Took deal in Nov 2015 to have price increase a month later! Wouldn't mind if service was reliable and within agreed speeds! Look to get 5mbps most days during peak times (what ever that means). Virgin not bothered at all usual rubbish about over utilisation on my area, would be interested to find out just how much of virgins network is over utilised and how they get away with advertising speeds upto 200mbps when they can not consistently provide a stable speed of near 5mbps. Customer service, what customer service, they have no standards and follow no set procedures. Steer clear of this train reck of a company or you will regret it.
Reviewer
Al
Location
Hatfield
Date
29/01/2016
Comments:
If you live in this area don't bother with Virgin network issues since November and always takes over a week to fix. Too many broken promises this time for repair the completion time has changed 5 times and has not worked for 10 days if it is finally fixed on the latest guess this will be 13 days. So if you are looking at email in this area buy stamps and send your mail it will at least get there and probably quicker
Reviewer
Martin
Location
Birmingham
Date
29/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Having placed an order for 100Mbswith Virgin Media in November 2015, two attempts were made to install the service. But, on both occasions, the cable in the road had not been puti in! It seems Virgin's internal communications are non existent! As for customer service? No one has ever called me to apologise, and I am always required to call them!
Reviewer
Parkin
Location
leeds 11
Date
29/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Very very disappointed. We had sales person visit our property on 15th January, to be installed today 29th January. Booked day off work. Received email 1 week ago with 7 day countdown until installation. Appointment was from 8-1pm, I rang the sales agent at 11pm who informed me they would be ontime, but can run upto 20 minutes late but that is unusual. I waited until 1pm then rang, spoke to agent who informed me that it was recognised on 23rd January that due to cable issue it would be another 4-6 weeks. We had no notification whatsoever. Extremely annoyed and very disappointed, due to lack of communication it was not a good start therefore cancelled the lot.
Reviewer
mark
Location
liverpool
Date
28/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I recently joined virgin media and regret doing it orded it on line said everything was good and gave me a delivery date for my box that day came an no box so I rang up and they said they have my details but said I haven't pick a package I did I wanted the 200 mbps then they said to get it I have to pay £25.00 that was it so payed that then box came faulty had to wait a week for them to come out with a new one got online signed in to there site only to notice I only have the 50 mbps and that my bill was £50.25 they charged me £20.00 delivery fee for the box which was ment to be free so I rang back up and the customer service was bad when they don't know what to do they put the phone done 4 time its happened so rand back asked to speak to a manager and got it put down again I wouldn't recommend
Reviewer
Ian Yerbury
Location
Birmingham
Date
28/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I've never had so many problems
I thought sky was unreliable but virgin are a disgrace
1. the Internet and tv drop out at any moment but when phoned I'm given a recorded message about updating services
2. The bill fluctuates but when I questioned it I was told by some stroppy little gimp it's because of the calls I make but keep in mind I don't make calls it's primarily for incoming apart from phoning virgin to question what they are doing.
Reviewer
IK
Location
London
Date
26/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Experienced three outages in December alone and that was when I was home to know. More last night and still nothing this morning. Definitely switching once decide to what. They cannot be relied on and can never even explain what the issue is.
Reviewer
Gavin
Location
kent
Date
26/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
When I signed it was agreed no installation fee (and it is written on the contract) I get charged 2 months and an instalation fee on first bill, no help when it was set up and get a letter after 1 month saying the fees are going up by £3.50 per month. When I called they simply said I can leave don't worry about cancelation fee, really awful service and product having worked for virgin companies know this isn't the ethos of Virgin at all but stay clear of Virgin media!
Reviewer
jchatboard
Location
Leighton Buzzard/Luton
Date
25/01/2016
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
UK£50 off your invoice for referring a friend? :(
Rather poor service and reps lack information to the customer's advantage?
I recommended a friend to take on Virgin Media Broadband + Phone. I tried to get information on the site, but had certain problems with my various requirements for the friend.
To my surprise a Virgin rep turned up when I was at their house and signed up the contract. Actually when I told him I recommended the person, he never mentioned about the UK£50 credit to my Virgin Media Account.
Tried nearly two days to get any sensible reply to my many telephone request about the scheme and could not find a department that could help me with the inquiry, not to mention the repeatedly times I had to go through all the data clearance when I got transferred.
Eventually getting through to a person who told me straight forward.
TOUGH LUCK, UNLESS YOU ORDER VIA THE WEB (ON LINE ONLY) NO WAY OF GETTING THE UK£50.00p CREDIT TO YOUR ACCOUNT.
THANKS VIRGIN....... Considering I have been using Virgin (Mobile) since 1997 and then the Broadband when NTL was taken over. NOT A HAPPY CUSTOMER ANYMORE.
Reviewer
Chris Paterson
Location
North London
Date
25/01/2016
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
We're on a service that's advertised as 160Mbit, and we reliably get ~150. Solid, no arguments from me. We've been with Virgin for about 10 years now; reliability has been decent, average of less than one significant (>1hr) incident per year, plus the odd few minor hiccups. Not had any customer service issues with changing services / moving home; tech support has been a bit iffy but got there in the end.
Reviewer
Disillusioned
Location
Oxford
Date
24/01/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Virgin sent us a letter saying that the cost would go up. When we phoned to say we were leaving them they said that they only wanted us to phone them so the price could go down. Someone is not being honest. This may well be a criminal offence under section 2 of the Fraud Act 2006, although I have no confidence in the authorities doing their job. Have moved to Plusnet and the signal strength is better, despite it coming down the phone wires.
Reviewer
Liz
Location
Beckenham
Date
23/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I have waited 9 weeks for service connection and keep being promised one thing then another, but no promise is ever fulfilled. Waited 6 weeks for virgin to pull a cable from the ground in order to connect my service but even though they have had 6 weeks to do this, the technician who finally looked at the cable today reported that the cable needed pulling.. I was told this 6 weeks ago but clearly this communications company need longer to communicate a simple message to themselves. I'm now left hanging again, without phone, tv or broadband. How much longer will they take to sort out such a simple issue?
Reviewer
I Taylor
Location
London
Date
22/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We changed to Virgin TV & broadband bundle 6 weeks ago. The Internet has been very slow from the start, we have been complaining for weeks before they sent an engineer who was unable to resolve the problem. He promised that his supervisor would visit the next day but no one turned up. I called their customer service and was promised a call back from a supervisor within an hour, no one called, ever. A series of empty promises and incompetence throughout the Virgin Media business. With the recent Virgin price increase, everyone can choose to leave which is highly recommended - switch to a better supplier!
Reviewer
Florence
Location
Essex
Date
22/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
As a new customer I am very unhappy with my experience of Virgin Media; the offer given over the telephone by a Virgin representative was totally fictitious - I was offered a six month contract, but when paperwork came through the contract was for 18 months! The monthly fee was also higher than that promised. When I tried to cancel I was told that the contract had been activated, although I had not phoned to confirm (as instructed) or signed any paperwork. I have now been told that I'll have to wait 7 more days to cancel which brings me right up to the legal dead-line for cancelling - very suspicious!
Reviewer
CLOETE
Location
Clapham
Date
18/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Virgin media pricing behaviour is unethical. Customer services are obviously trained to provide misleading information to customers. To obtain fair deals, you have to constantly haggle them, which is tiresome.
The quality of the broadband varies. We had very slow for months. This is why we obtained full details of our billings.
Reviewer
Andrei
Location
London
Date
18/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I don't know how other suppliers in UK are, but I've lived in 2 different locations that had Virgin Media broadband and my God they are bad. I've never experienced packet losses like these in my entire life. A simple game played online has 300 ms lag. It's like playing with China not with Europe. Worst internet I've ever had and if I didn't have to stay half a year more on it I'd moved to any other provider. Terrible, disgusting level of performance, if you can even call it that.
Reviewer
daniel
Location
wolverhampton
Date
18/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
virgin media service in the worst i have ever dealt with for 4 months i have had limited channels due to a corroding wire apparently but now its a another problem which they need council permission to fix?? but still take full £100 a month out my account no problem, work men have came to my house and asked me why they are three which is a joke and have slated there own employer about how terrible the company is, i cannot say strongly enough if your thinking of joining virgin DONT you will regret it
Reviewer
G West
Location
London
Date
18/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the most awful provider ever. Terrible customer service. Three days in, hours on the phone to them on a mobile at my cost, still no working land phone line. Spent the weekend watching i-player and Amazon Prime buffering every few minutes on my lap top. Can't believe I'm locked in to this s**t for 12 months. Don't sign up whatever you do!
Reviewer
Rob
Location
Lancashire
Date
15/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have just had my free upgrade to SuperFibre 70 and it is terrible, it was bad enough before but it now drops out after about 5 minutes requiring a repair with the router, sometimes I have to restart the router too, the customer support is so bad that when I finally managed to speak to someone I had been on hold so long that my hand set battery died and needed recharging, if you had a zero star rating i would have used it as 1 star is too good for this service.
Reviewer
Fedup
Location
England
Date
15/01/2016
Comments:
I have been experiencing intermitent problems with access to my E mails, internet, phone and TV. This is very frustrating especially as Virgin have increased the price late 2015 and there is another increase February. Why should I have to pay more for problems!!!!
Reviewer
Frustated_man
Location
Reading
Date
15/01/2016
Comments:
I am without broadband for 4 days now. I contacted them 4 days ago and I was told to reset my router then I was told there were issues in my area. One day later, received a text message saying all back again. I rebooted the router many times since and their system says all working for me. Now they need to send an Engineer but it will be in 7 days time. What a great service from this company whose customer service people do not understand anything technical or do not understand how the world has evolved. I am with them for more than 10 years and now it is getting worse and worse so definitely I moving away from this company when my contract expires.
Reviewer
Paul F
Location
London SE13
Date
14/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is an update to a review I gave last week as I have needless to say had no resolution but thought it useful for potential London SE users to be aware of what they might sign up for. So I finally got a response today 14th Jan after telling them I would cancel. To be fair the supervisor who I won't name was helpful to the extent she could be. (On 12th Jan I was down to 3mb for a supposed superfast service after an engineer came around earlier in the same day and said there was no problem during the day but he couldn't vouch for the evening). I asked for my complaint to be sent to me. That was refused. My complaint was escalated to networks who admitted my service was v slow (now 7mb instead of 150mb) but inside their level escalation level where they re-cable. So I asked the network engineer was he saying he would do nothing even though he could see my speeds were 7mb for a purported 150mb service and he apologised but said there was nothing he could do. So we are going to cancel the lot and we have wasted time and money and as others have said some of the support people are a disgrace although some do try. London SE13, avoid Virgin at all costs. They have been totally disingenuous and save the last contacts totally unhelpful and lacking in basic knowledge. For those of you who can be bothered here is the complaints address:
Virgin Media
Complaints Dept.
Matrix Court
Llansamlet
Swansea SA7 9BB
Reviewer
Dan
Location
Nottingham
Date
14/01/2016
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The broadband service itself is fair to good but the customer service is shocking and when a sales advisor tells you a price is fixed it is a bare faced lie. They can raise your bill by whatever price they seem fit at any point they like because it says they can in the ts and cs therfore once your stuck in a contract you have no choice but to pay (as it was for me) a near £10 increase over 6 months
Reviewer
Matt
Location
Bedfordshire
Date
14/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Reliability is absolutely shocking... the broadband is off at least as much it is on. Customer Service make the right noises but the problems aren't solved.
Have cancelled the contract a week after it started - what a waste of time.
Reviewer
Daniel Golding
Location
Nottingham
Date
14/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I think virgin media are the most rubbish Internet company there is!!! The connection is rubbish. Can't load a video because the connections too shit! I'm surprised it's let me get onto the Internet to write a review. Sometime it can go good but about 80% of the time your always struggling to find a signal and even if it says you've got full signal it still won't load anything. Rubbish company, rubbish connection, rubbish customer service (hardy understand them)
Reviewer
Stefano
Location
Debden
Date
13/01/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Normal connection (fairly fast download but not so stable). The problem is when you have some issue: customer care is useless, they are super slow on coming back to you and it looks like they are pretty unable to solve technical problems.
On top of that they have oversold so the network is pretty stuck and overcrowded (it means that is pretty unusable during the evening and the week end).
Reviewer
Nikki
Location
Dublin
Date
13/01/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Technical issue with my box, have been waiting since the 26th December, still not fixed, no supervisor or manager available, no email address or department available to file a complaint, staff really need much more training and are also not helpful enough to assist customers. It is very disappointing when the one time you do need help, no one is there to assist.
Reviewer
Alan
Location
Birkenhead
Date
12/01/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
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!
Reviewer
steven
Location
Orpington
Date
12/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Impossible to talk to anyone at virgin. Have had problem for a week with broadband speed and have informed them by their idiotic phone system. Their recorded messages give your false information and nothing gets resolved. The frustration is not worth it.
Reviewer
Anna
Location
Ealing London
Date
12/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting service from Virgin Media.
From the 1st day I have had nothing but issues with them. They failed to inform me that there was no phone line in the area at the time of taking out the contract therefore had to charge me the Installation fee for the broadband, long story short they are still making incorrect charges to my account as they cannot get their act together.
The extra charges however are the least of my worries, having been mis-sold the 50mb broadband package they are not failing to meet their end of the contract, the most signal I am getting now is 0.25mb!!
Called them numerous times only to be told I need to purchase a signal booster off them to get a reasonable speed.
Needless to say I was not happy with this solution. Several calls later they informed me that the sales rep should have stated that there was a line issue in the area prior to taking out a contract with them.
They assured me they were applying to the council for new lines to be installed early last year, called again before xmas to be told its being delayed till later summer 2016. 10 months of my contract paying for 0.25mbps of so called broadband!
Please please avoid using them at all costs.
They are more than happy to make a sale but much less so to help resolve any issues. If anything they blame the consumer.
Will be looking to make a complaint to the regulatory bodies.
Reviewer
Gary
Location
Warfield
Date
11/01/2016
Comments:
Changed from Sky to get 50M Fibre. Only get this on non-peak times. At peak times we only get 1Mb/s which is shocking!! Getting hold of customer services to discuss is very difficult too!! So frustrated and getting ready to leave.
Reviewer
Brighton Scott
Location
Brighton
Date
10/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Abysmal. Supposed to be getting 200mb/s down and when you do a speed test it can hit 150-170 but try just using the web and it's like 1997 dial up speeds. It's a stitch up on par with VW - rig the tests so you look good and screw everyone the rest of the time. AVOID AT ALL COSTS. I'll be counting down the days now until my 18 months is up and I can go back to Plus Net - they know how to treat their customers.
Reviewer
Isaac
Location
Rotherham
Date
09/01/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I used to be with Sky and was bombarded with adverts that Virgin media has better speed! Lies, lies, lies.
I was connected to Virginia Media after ditching Sky without changing address. I immediately noticed that it was slower than Sky. I rang Virgin media technical department and they told me it will be slow for the first few hours. Since then it has been getting worse than the day I joined them. Virgin connection used to be slow during the afternoon hours. It is slower 24 hours a day. I do not know how worse it will get. I got connected for educational purpose and my lessons regularly get interrupted many times
Reviewer
George
Location
Manchester
Date
08/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
This broadband just keeps on breaking - for days at a time, and very often. You can't leave!! £250 to leave a crappy rubbish unreliable service. And to fix it, take a day off work! I never had this trouble with TalkTalk. Awful.
Reviewer
Hubert Senyah
Location
Luton
Date
08/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly useless and more like money down the drain. Please avoid like a plague. Companies like this should not be allowed to operate in the UK. It is basically a scam!!!!!
Reviewer
kaczmak
Location
Limerick
Date
08/01/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Virgin Media are a rip off. Been a customer for over a year andd there are no deals for existing customers. The price only goes up. Switching to Sky as they offer is much better, more services for a better price. Since UPC switched to Virgin Media I coulndn't wait for my contract to be up to switch to other provider. Very unhappy as existing cuustomers are not being looked after and the prices are a rip off.
Reviewer
Alun
Location
London
Date
06/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
After starting brightly when I first had them, Virgin Media have dropped off a cliff.
They always had appalling customer service, but while the speed was good that was not so much of a problem.
Now the speed is poor, it's hard to contact them and when you do you get a person in a call centre in India who although trying their best has no idea how to help you half the time (apart from stuff like "let's restart the router" - as someone working in technology who has a very good development team in India I know this is nothing to do with the people in India but their training must be terrible.
I have finally pulled the plug after 4 years as they really are appalling now - I get ~10MBps but I'm paying for their XXL which should give me up to 200MBps. That is just a fantasy which they never come close to.
Richard Branson should be ashamed to have his brand name with this load of muppets.
Reviewer
NotHappy49974
Location
Falkirk
Date
06/01/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The broadband they provide is excellent, but their attitude towards customers and way of doing business is a disgrace.
They admitted to me on the phone that prices will increase every 12 months. They have an absolute cheek to offer 18 month contracts.
They treat customers with utter contempt and justify their behaviour by saying Sky/BT etc all do the same.
Not good enough.
Reviewer
natalie
Location
Birmingham
Date
06/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Paul F
Location
London SE13
Date
05/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Supposed superfast broadband is a joke. We have called them 4 times in the last 4 weeks due to broadband issues. Customer service is generally sympathetic but sometimes clueless, one rep told me to change my wireless channels to improve my ethernet speed. We are supposed to receive 100mb. Joke. If you connect via RJ45 it regularly dips below 30mb or lower, you complain and it goes back up for a day or two then disappears. We have had 'faults' in our area as mentioned over a 4 week period all with different diagnoses, twice an engineer was promised and twice they didn't show as a 'general fault' had been experienced in the SE13 area. We use them for broadband, cable TV and mobile phones and are going to cancel the lot as the service is so bad. If you live in SE13 area AVOID Virgin at all costs.
Reviewer
daley
Location
andover
Date
05/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Recent upgrade forced upon on us.Broadband very slow.Catch up tv intermittant AND VERY SLOW TO USE.Customer service in 2015 shocking at times and prices going up.We were even charged for a film rental which we did not even purchase
Reviewer
Jay
Location
Hayes
Date
01/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was paying 50 pounds per month for virgin phone line and internet,I was made homeless and had nowhere to live with 6 months left on my package they refused to stop contract wouldn't stop charging me I had no money and was homeless I was not using the service or living at the address.i had to take loans to pay for this ruined my credit rating customer service was very poor I was being overcharged by virgin I was with them more then a year new customers were getting better deals there broadband speed is all lies u don't get what u pay for.ok at the same address where the virgin media was installed has now got sky much better company and willing to help you not looking to milk you like virgin media the sky deal at the same address is 208 pounds a year with a 100 pounds m&s cash back not even the fastest broadband but is still faster then virgin media with sky 108 pounds for the year with Virgin 600 pounds.the sky broadband is faster then virgin at the same address and around 500 pounds cheaper better overall satisfaction.virgin media just want to get as much money out of you loyalty means nothing every new customer gets a better deal then you now they just keep sending junk mail to me every week about just for me exclusive offers which is more lies because every non Virginia media receives so it's not exclusive very poor company I would never use any virgin again they are a ruthless company I will run into a brick wall with there customer services
Reviewer
Jody
Location
London
Date
31/12/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Expected Virgin Media to increase the price by 10% every year. Customer service are unable to resolve any matters, currently waiting 3 years for them to connect a telephone line or refund the payments made for one. Broadband needs to be reset every month otherwise it grounds to a halt, I would suggest this company is going the way as stamps i.e. less people sending stamps and the need to offset this by increasing the price.
Reviewer
Lynsey Scrivener
Location
Ipswich
Date
31/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Comments:
I'm utterly fed up with virgin media, after cancelling my contract with them back in September I received a letter from them threatening to involve debt collectors and to effect my credit rating for a bill of £51.24 which was PAID on cancellation of the contract. This letter was received in DECEMBER. Months after cancellation. I checked my bank statements and this was confirmed to have gone through a few days after my call with them. The advisor I spoke to on the phone also confirmed to me that no more payments will be needed and that this was confirmed as cancelled. When I rang up today they stated this was not cancelled! This is ridiculous, they make it extremely impossible to cancel a contract and rob you of money. I have thus refused to pay and am waiting for confirmation this is cancelled. Another problem, the account name is different because when the contract was placed it was in store in the ipswich store. We were advised that the contract in a different name to the bill payer was FINE, this is making further delays for cancelling this stupid contract. I have now had to bother my friend numerous times asking for them to accept a call from virgin or to call virgin to cancel this officially. I am then told this time that there is some sort of "probation order" on cancelling an order and that I will receive a call back. It clearly seems that virgin cannot follow their own terms and conditions. Save yourselves the hassle do not bother with this company.
Reviewer
Mohammed
Location
Oldham
Date
29/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely dog shit never can get a connection rip off
Reviewer
Fraser
Location
Rochester, Kent
Date
28/12/2015
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Decided to remain with Virgin as was best deal with home phone. However, broadband speeds only a tiny fraction of advertised speed. Reliability is dire with signal dropping out every couple of days and router requiring reboot at least weekly. Virgin service sounds good, but in reality, service is poor and unreliable.
Reviewer
Joanna
Location
Nottingham
Date
28/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Total shite. Paying for 39 Meg but lucky if we get 7. Constant outages, broadband freezing, completely unreliable. And they have the cheek to announce they are putting our bill up in February. Total rubbish wish we'd never joined.
Reviewer
Magdalena knopp
Location
Bilston
Date
26/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
This company is the biggest swindler in history UK
Reviewer
VINZFERN
Location
Stafford
Date
25/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
All talk and no action! Poor/erratic speed is not device specific. V
Reviewer
sadi
Location
essex
Date
24/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media offer the fastest internet on the market,
but has a very poor service that is always cutting of.
I have had numerous engineers checking the connection with so many times no one even turning up.
Rethink before you change and even if they offer you discounts etc to stay i would not accept as i have learnt my lesson and hope to stop it happening to anyone else.
Virgin you give a terrible service stop promising what you can't deliver!!
Reviewer
Kr
Location
Leeds
Date
23/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media has to be the most unreliable company I have ever seen. Ordered their broadband only on their website and selected 16 December for Installation but they came back with 24 December which i accepted. On 23 on December, they phoned us to tell us that they are delaying the installation by 6 weeks!!!
I thought TalkTalk bad but Virgin has set a new benchmark for being the WORST.
Cancelled the order and would never ever go back to them.
Reviewer
adam
Location
stoke-on-trent
Date
22/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Another new and unhappy customer.
Joined because they offered a fantastic deal much cheaper than Sky and with faster broadband. The deal got worse as you added all the things that Sky included and the broadband speed was nowhere near the advertised 200mbs
After much messing about I have got the broadband upto about 100mps (where it limited by the modems) but only if you are with about 10 feet of the box move to the end of the room or upstairs and the speed drops off drastically. The wifi range of the box is rubbish and it still drops connection occasionally.
Oh and then they put the bill up by an inflation busting 4% deep joy!
Reviewer
andrew wright
Location
cambridge
Date
21/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I signed a long term contract then they send me a letter after a couple of months telling me its going up £47.88 per year,they only catch me once when my contracts up they can stick it where the sun shines forever,dont get mad get even!!
Reviewer
David
Location
Belfast
Date
20/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
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.
Reviewer
Bee
Location
manchester
Date
18/12/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Very disappointed with virgin media and customer service is a nightmare
Reviewer
Melanie
Location
Birmingham
Date
17/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
Alan
Location
Birkenhead
Date
16/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
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!!)
Reviewer
Vj13573
Location
United Kingdom
Date
15/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
CRAP INTERNET I EVER HAD! This internet disgusts me, very misleading, I changed from Virgin Media to SKY Broadband because of how crap its service is. Everyday internet is dropping, constantly phoning them and their service is crap, after phoning them then 20 minutes later it stops working again. Don't get this internet, they just want to steal your money because mine has been wasted on a crap internet that has poor standards.
Reviewer
Stu
Location
Bournemouth
Date
15/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Nowhere nearer the performance I am paying for yet they'll happily up my bill.
Upon complaining told area is over subscribed and is being investigated (area 20) but nothing has changed for years.
Reviewer
Sykes
Location
Warminster
Date
14/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Installation engineer turned up today and stated that we already had cables routed - been in the house since 1999 and never had cable ... and he could not find any cables! It needs two people to lay a 1 metre cable so they will return in 9 days - meanwhile I will be without telephone or broadband. Children off school! Customer Service not interested. I have various dealings with Virgin and I am now considering cancelling my credit cards. I am flying club gold but looking at switching to BA.
Reviewer
Arref
Location
Birmingham
Date
13/12/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I was with Virgin Media for the past 10 years, paying by direct debit on a monthly basis without fail.
Recently, they posted a promotion for new customers offering the same package as mine at 35% less. Despite my call to the customer retention department, they still wouldn’t offer me lower cost.
If a Virgin Media does not appreciate its loyal customers it’s time to avoid them which is why I left. Virgin Media should know that it’s easy to temp new customer with Special Christmas packages, but loyalty from your existing customers has to be earned.
Reviewer
Laura
Location
Orpington
Date
13/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Where do I start broadband well they are always improving the service which is there reasoning behind the fact that it's is slow and very limited service. Avoid avoid avoid do not give them the time of day if you expect to get a service you pay for as you would get more return on your money by throwing it down a drain
Reviewer
leelo66
Location
Ashton Under Lyne
Date
12/12/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Excellent service provider, excellent customer service.
Have been with Virgin since they were NTL and they always resolve a problem ASAP - (Very few and far Between)
Reviewer
Scott
Location
doncaster
Date
11/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I feel I have been thoroughly taken for a ride my virgin. Everything was fine until I moved. It took a total of 9 phone calls for them to understand I live at number 1 and not number 2. I was then told by someone thousands of miles away that my house dosnt exist. They gave me a installation date but didn't change the address. I rang them and to change it from a number 2 to the correct number 1 my installation date was moved back 3 weeks. I was given another 2 installation dates and both times the technician never turned up. This cost me around £200 as I'm self employed. I dicided to leave virgin and get sky after that. I was told I owed them no money and they would send me packaging to return my virgin media equipment. 3 weeks later I had a letter from a debt recovery company saying I owed £230.01 ( may I add that the letter went to the wrong adress as virgin still hadn't bothered changing it. When I rang up to pay the bill through virgin miraculously my adress was changed straight away!!! I've never been so angry in all my life. When I rang virgin and asked what my lost revenue was worth after having 2 days off work waiting for Virgin to be installed I was given the cold shoulder and told to speak with the debt recovery company. So a word of advice. There products may work well but the companies customer services are undoubtedly the worst I have ever come across
Reviewer
Craig Taylor
Location
Aldershot
Date
11/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
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
Reviewer
Johnny
Location
Torquay
Date
10/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful-supposed to get a delivery of my new Quickstart Pack for Virgin 09/12/15. I stayed in all day (USED ANNUAL LEAVE)from 8 am-Phoned Virgin at 18.02 for an update,as had tried Yodel Newton Abbot phone number 17 times(hung up on and ignored) after telling me it was on the van at 08.48- I am 5 miles from Depot-Hey Presto whilst I was on the phone to Virgin a text came through (18.03) SUPPOSEDLY FROM Yodel, saying sorry we missed you @15.57 a card had been left!! I have not been out, we have a security door that has no letter box and needs a buzz to open-no neighbours have a delivery card!!-Also I took a screen print of the tracking info at 17.32pm which showed still on van delivery today!! So appears Virgin and Yodel are lying and in it together? DO NOT USE YODEL (Home Delivery Network) OR ANY RELATED COMPANY-DISGUSTED. Also Virgin initially wanted me to phone the 0844 number to sort it out-UNBELIEVABLE!! Ironically only getting new Box because I had threatened to leave-I have never ever issued a negative review before but just amazed at such blatant lies and poor customer service. Got Virgin to phone Yodel eventually. Virgin manager called me back saying Yodel would not deliver my item to workplace next day as I live in a flat would not accept a different address?? She was as frustrated as me after her call to Yodel and has asked Yodel for a full enquiry! Think that says it all really!-AVOID THESE FIRMS!! *****UPDATE 10/12/15***** HAD A TXT VIA VIRGIN allegedly from Yodel. "Your parcel has been delivered"-Where?? I have been at work all day, no one in-no neighbours in and not one of those that were have seen anything!! Bit like the mystery card saying sorry we missed you from yesterday! Called Virgin who phoned Yodel (apparently) there is a signature (unreadable) but the driver has shot himself in foot as I am at my desk six miles away-not signed anything nor has anyone within a mile!! Oh dear oh dear oh dear!! Can't wait for the next round of bul*sh*t!! from either firm. More importantly looks like a forging a signature and non-delivery criminal charge to whoever the driver is!! Apparently (Per Virgin) Yodel have raised an investigation and will get back to me!! Judging by their reviews I wont be holding my breath!!
Reviewer
alex cornwell
Location
bolton
Date
09/12/2015
Comments:
Absolute rubbish. Poor products, unreliable, terrible customer service, promise the earth and deliver nothing but very quick to take my money. Switched to virgin from BT for broadband and telephone and from sky for tv in September. Up to now never had a consistant service. TV down for 5 days, broadband no connection for 2 weeks, telephone out of order for 9 days all on seperate occasions. Promised £100 voucher never received. Cost was free for 3 months half price for 9 months and then full price, yet they have already billed us and taken more than £200 from our account. Avoid at all costs go to anybody other than virgin. Only swapped my original providers because a salesman came to the door pestering us and felt pressured to sign up.
Reviewer
Anna
Location
Cardiff
Date
09/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin is the worst broadband provider I've ever been with. On top of your monthly bill they charge for extras without actually telling you what they're for there's so many hidden fees. On top of that the Internet never works for a start its incredibly slow and is forever going down especially at peak times. When over charged for our bill we had a horrible experience with customer services who refused to tell us what our extra charges were for and avoided the question. Women on the phone was rude from the start and when we found another problem we quickly rang back, got the same woman and she laughed at us when she picked up the phone which I think is just rude. Ridiculously expensive and not worth the hassle unfortunately we are locked into a 9month contract but when it's finished we will be changing to sky or bt.
Reviewer
ian
Location
glasgow, scotland
Date
09/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The most serious problem is very unreliable access to email. It's off (again!) this afternoon. Despite the hassle I'm seriously considering switching.
Reviewer
Dave
Location
Brighton
Date
08/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The star ratings are generous, as everything above would not even be rateable especially the speed, it makes me laugh all of your TV adverts you claim it to be the real deal fast internet when really it is a complete myth.
I am currently trying to play call of duty and as many of you know there is nothing more frustrating then getting killed, let alone being able to move. Trying to ring you now but obviously on hold
Thank you for your service completely utter rubbish.
Reviewer
wage
Location
Lewisham
Date
08/12/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have had virgin media fibre optic broadband for more than 5 years now. It is ONLINE 99.9% of the time. Even if their system goes down for a day they refund £5 on the monthly bill. Internet is super fast and extremely reliable. The only downside is the cost which is expensive compared to something like TalkTalk but the peace of mind achieved by taking Virgin is priceless. I know this because i have two houses and one has virgin fibre and other has talktalk adsl. Just get the fibre optic, you will thank yourself. I am writing this review because i am missing my virgin broadband at other house since it is being renovated now.
Reviewer
Iain
Location
Leeds
Date
08/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
After four months it is reasonable to say I have experienced a representative period that defines my dissatisfaction. The Indian call centre makes understanding and communication ineffective and frustrating. My current impasse is inaccessibility to my e-mails and their online chat service is infuriating inasmuch as they do not understand then tell me in a language bordering on gibberish that I should solve the problem. When it is pointed out that if I could have I would have without raising my blood pressure at the futility of my attempts to resolve the issue. Having undergone major cardiac surgery I can say hand on heart that the pain of dealing with VM is profoundly more acute.
Reviewer
alex cornwell
Location
bolton
Date
08/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute rubbish. Poor products, unreliable, terrible customer service, promise the earth and deliver nothing but very quick to take my money. Switched to virgin from BT for broadband and telephone and from sky for tv in September. Up to now never had a consistant service. TV down for 5 days, broadband no connection for 2 weeks, telephone out of order for 9 days all on seperate occasions. Promised £100 voucher never received. Cost was free for 3 months half price for 9 months and then full price, yet they have already billed us and taken more than £200 from our account. Avoid at all costs go to anybody other than virgin. Only swapped my original providers because a salesman came to the door pestering us and felt pressured to sign up.
Reviewer
Aron
Location
Beckenham
Date
07/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Every few days the internet will go off due to this and that, that's the most frustrating thing that happens, so annoyed I decided to write a review, bye
Reviewer
Ian
Location
Leicestershire
Date
06/12/2015
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Great internet but phone service and WiFi from Super-hub it utter rubbish. Counting the month's until the contract is over.
Reviewer
john
Location
Southend on Sea
Date
06/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not good! Like dial up speed in my area. Pay £40 a month for soddin' "Freeview" and waiting 10 minutes for my browser to work (seldom).
Oh, I get phone as well, which if you "Look at it" will add £10-15+ to your monthlyly bill.
For crap TV, dodgey internet and rip of phone charges!
Feel the Love Virgin!
Ta, for the Fish!
John
Reviewer
Catherine
Location
Battersea
Date
06/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't get virgin media. It is not only agonisingly slow when there is a connection at all, but the connection is highly unreliable. It is impossible to watch any online programme, and downloading anything is a nightmare because it takes so long. I know all broadband providers overstate their service in their advertisements, but Virgin media tells outright lies: "up to" speed claims imply that there would be a connection in the first place. Customer service are never able to solve problems so I no longer spend the long waiting times trying to get through to them. Without doubt the worst broadband provider I have had in 20 years of online experience (ie, even compared to old dial up services).
Reviewer
Simon
Location
Bristol
Date
05/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service. I'd been paying for "up to 100mbps" for a while but I never managed anywhere near that and during evenings and weekends would regularly get 11mbps! When I'd signed up for the deal the lady at Virgin assured me that at busy times the speed I'd receive might be slightly slower - she said about 5% slower. I couldn't believe the rubbish speeds I was getting. I then changed my package to 50mbps and I can actually now get this mid morning during the working week. At the weekends or evenings it's still normally 12-24mbps. Pathetic Virgin, I am seriously unimpressed. Unfortunately I cannot change my contract now as I am moving in less than a year. Stuck with this rubbish now for a bit longer.
Reviewer
Bert
Location
Walsall
Date
04/12/2015
Comments:
Your internet is shite
Reviewer
craig sedgwick
Location
Walsall
Date
03/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Made an order arranged to be installed today 3/12/15 between 1pm and 6pm and no show after ringing at 6:30pm to see if someone was coming i was told the engineer is stuck on a job which in all fairness it happens so thought thats fine was told he would be finished within 15 mins and would bd with us its now 8:30pm anx still no show.
Ive took time off work lost money as im self employed for no reason at all now as no one as turned up
First inpressions vount virgin media and this aint a good ond at all is it.
Reviewer
Karl Sultana
Location
Edgware, Middlesex
Date
03/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I regret having moved from Sky & strongly advise anyone NOT to use Virgin Media ever. My broadband speed is ridiculously slow & so very often i do not have the internet (in 1 month, i complained about not having an internet connection 9 times!) It really is a joke. The engineer is coming yet again this Saturday, he'll say we have a problem but it won't be solved. our monthly bill with Virgin Media averages £125.00 (phone, broadband & TV package), what a waste of money. If broadband is not sorted by next week, then we'll be taking our business to another company. Shame on you Virgin Media!
Reviewer
pooja
Location
london
Date
03/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Absolutely aweful and nonexistant customer service. Untrained customerservice advisors with no tools or knowledge not just once but have spoken to over 12 customerservice advisors over the 5 months and no one knows what they can or cannot do. Only know to apologise every 5 seconds and say "I totally understand its our tecnical error but we cant do anything about it". Found out from one of them they apparently have multiple call centers and some of them do not have email access so the staff dont know what they have to do in certain circumstances apart from just keep apologising. Supervisors are always doing meetings!! they never have time to do customer service.
Never expected this from a company like this so big. They are not customer focused at all.
Reviewer
Joshua Adamson
Location
United Kingdom
Date
02/12/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
It's horrible! First the internet connection goes down for a few days, then once it's back it continues to constantly disconnect! Stupid, stupid, stupid!
Reviewer
Dilani
Location
Date
02/12/2015
Comments:
I being waiting for a engineer to come to my house today to install my broadband service between 8 am to 1pm. Still the engineer hasn't arrived. I'm so annoyed. Bad service
Reviewer
arthur
Location
great yarmouth
Date
02/12/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
just simply they are the worst people to deal with,if you try to cancel they will put you through to several different people and change your free 150 number to an 08444 number without telling you .And beware if you do get through to someone to cancel your account the chances are they will still take their next payment out and you will have to wait 45 days to get your money back.
Reviewer
Joanna
Location
London
Date
01/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Definitely not worth what they charge. Incredibly low speed in the evenings, and faults that are not fixed for hours at least once a month. They increase their fee every 6 months and though their technicians have been helpful at times, generally their customer service is useless. The most unreliable broadband service I have even encountered; AVOID.
Reviewer
Nikki
Location
United Kingdom
Date
30/11/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I'm struggling to gather the correct words to express my experience with Virgin customer service staff. I find it hard to understand the accents of foreign employees which exacerbates the situation. When signing up I explained I do not want to pay by Direct debit which was supposedly arranged but unknowingly whilst I was making payments online Virgin were also taking the payments via direct debit. So I called in October to cancel the direct debit and the advisor refunded me but the way the payments worked out each month I didn't require a refund so now I'm being charged for my bill and on top of that a £60 refund which I can not afford the advisor didnt offer a payment plan although I told him I'm out of work nor did I receive an apology throughout the entire conversation his language skills were so poor he sounded rude I find this with alot foreign customer service advisors. On this phone call he made me feel like a complete incompetent because I couldn't understand what was being said some of his words were: (youre not listening to me, why are you not understanding what I'm saying, your confusing yourself and making this difficult) these are not the words of a well trained and professional service advisor this is not the way you speak to a customer. I'll be leaving Virgin in January.
Reviewer
david
Location
manchester
Date
29/11/2015
Ratings
Satisfaction
5.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
I have got to say I disagree with a lot of the reviews (before you say I dont know what im talking about i have been a CISCO engineer for over 20 years). The broadband itself is reliable, in 8 years I have had only 2 outages. The speed is well... I have never got over 60mbps and I am on the 100mbps plan. Overall I am very happy with the broadband. But thats where the praise ends. Everything is great until you have to contact that appalling Indian call centre. I don't know how one company managed to get so many stupid people in one room. Its quite an achievement really. They talk over you, don't listen to what you tell them, transfer you to the wrong place without asking you, repeatidly say "I understand" when they clearly don't. OMG honestly i would rather stick needles in my eyes than speak to those muppets again. If you do however finally manage to get passed this circus show, through to technical support (english people!! hurrah!) they are on the whole very good at fixing things.
So to sum up, very good unless you need to contact them!
I am currently trying to move broadband to my new home (I move on Wednesday) but the mentally challenged employee I spoke to didnt listen to me correctly during the security checks and accused me of fraud and restricted my account!
OMG all I can say is they are lucky they are in India and not local because i seriously want to hurt them!
Reviewer
Michael
Location
Swinton
Date
29/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
What lets Virgin down is the Email, it is off-line almost as much as it is on-line and is completely useless for business use. Add to this, theat Virgin took a rolling contract and made it a 12-month contract without asking me and fairly plainly the only use for virgin is as a "Carrier" for other services, not as an Email provider.
Reviewer
Pop
Location
Uxbridge
Date
29/11/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
No coment. I didn't get what was in the package that I bought, was a voucher in offer when I was ask customers service was told me that was mistaken with name, second time that im not anymore eligible last time I was speaking with one of the manager and was promise me that I will be have the voucher because was made notice in my account. The guy for customers service was told me you have to wait 28 days for that.Im with Virgin more than 5 years no benefit at all.
Reviewer
Zana
Location
leicester
Date
28/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
we have monthly plan for 42 pounds every months and w got nothing, it supposed to be the fastest internet in uk, but it is bullshit... the slowest internet connection in the world. superhub doesn't receive signal, wifi is super slow... wating our money and time!!!!! come on Virgin do something! what a shame
Reviewer
christine
Location
cambridge
Date
28/11/2015
Comments:
cost just gone up by 2pounds without notification,so now pay twenty nine pounds for only broadband connection and the only reason we use this is somy husband can read his local estonian newspapers and nothing more.Has anyone any idea for a cheaper alternative .
Reviewer
Mike GS
Location
Cambridge
Date
27/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Day time 100mbs
evening 1-2 mbs in other words usless
If you ring virgin (closed after 5pm)
will only do test in day time. No help what so ever full of crap.
Reviewer
Cathy Gibson
Location
London
Date
26/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrific experience, STAY AWAY!!!
I got a promotion offer sent to my address from Virgin media.
I selected my package and rang and booked an appointment for Saturday the the 22nd Nov, I waited in and tracked the delivery from 9am, at 2.30pm, just as my patient was about give out, there was a status change online to say sorry we missed you at your address, pls reschedule. Clearly I had in fact been at my address and mobile phone to hand, no call, no door bell. Yodel the delivery company is not contactable after 1pm on Saturday and their online chat did nothing.
I called Virgin Media, and having been put through to and explained the situation to 4 different people, all of whom were of the opinion I had missed the delivery and should consider waiting in for another day or I should collect and install the package from the depo myself. Finally having complained to Yodel I realize Virgin gave them the incorrect address. So back to yet another network of calls with Virgin media, where I am told that the only way to correct the address is to cancel the account and start all over again. I am offered my first 2 month free, so think, ok one more shot! New appointment booked Friday the 27th Nov, my parents kindly agreeing to wait in for them. Nervous that there would be an issue and this time at the expense of my family, I called the day before to confirm the appointment, only to discover that the appointment had been made for the Saturday the 5th, and yet AGAIN on the wrong address. I ended up with one individual from Virgin Media on the land line telling me one thing, then a second Virgin Media person called me on a mobile and told me the opposite, at the point in which the Virgin Media staff member on the land line asks ME, to ask his colleague on the mobile line, to logout of my account, so that he can cancel it for the third time, I have finally lost all patients. YES PLS, CANCEL, CANCEL, CANCEL!!
To note, they managed to send the promotion to the correct address!
Reviewer
Greg
Location
Glasgow
Date
26/11/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Customer service is beyond poor. phoned to cancel month to month rolling contract to be told they had placed me on a 12 month contract without informing me. trying to charge an extra £60 for me to leave. Will not be happening. All works fine with virgin until you want to switch providers and then they claim you've signed something you haven't even seen.
Reviewer
Alice
Location
Andover
Date
24/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I've used Virgin Media before when I lived in Cardiff and I can never remember any time in which our internet speed was anywhere near their guarantees. The internet also worked so intermittently it wasn't even worth bothering on some days - streaming services such as 4OD and Netflix were nearly ALWAYS out of the question.
This aside - when it came to installing Virgin Media into my new house their service was even worse. They told me “there’s a problem with the line” – literally what does that even mean. So we agreed another day for the engineer to come back with his line- fixing hat on this time. The engineer failed to turn up on the agreed date, despite me waiting in the house for the entire day - about as much fun as sticking pencils in my eyes. So after spending over an hour on the phone in the customer service loop (the 7th layer of hell) the engineer straight up LIED saying he'd been to the house and called several times to cover his back. The following two days after no one called to reschedule and I was stranded with no internet so I cancelled their direct debit and switched to Sky.
So Virgin Media playing hard to get was super duper fun but I think I'd only recommend them if I was stranded on the Faulkland Islands in the blistering cold wearing nothing but a loin cloth, surrounded by penguin shit, insane from hypothermia and they had the only available WiFi to send a Whatsapp to me Mam to say I'll be late home for tea.
Reviewer
Richard
Location
Chatham
Date
24/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Review on behalf of my father who signed up with one of their reps. Without going into details (which would take pages) they didn't deliver what they said they would, then put the price up within months. Managed to get out of the contract, but no way of getting in touch with them. Customer Service is non existent!
Reviewer
customer
Location
stoke newington
Date
23/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
five stars go to customer service as in they pick up the phone but no solution as below:
hello,
I am still waiting for connection after several weeks.
I am told that now that you are waiting for a parking bay location and still there is no date for this.
I am told that the best thing would be to have a basic line then once you intall the fibre to connect to this.
My questions is how long does one need to wait? you are so fast in the sales dept to getting me to agree to have your services, in fact i would get several calls a day asking me if I would like to accept, whcih I did but several weeks later??? still no connection.
I am not a happy customer, I have a small business that though of having ultra fast internet to bring in custom.
Several weeks later, it has cost me to have pay as you go donggle, no phone number, so i cant even create a headed letter or business card etc..
I am totaly fed up, but as its taken me this long and the run up xmas i have no choice in this matter but to either wait for someday you connect me, or simply swallow the bullet and go to another company.
Reviewer
Valeri
Location
Mitcham
Date
23/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
very unhappy from that how they care about me after being good customer over 3 years. I had to move my home and I called virgin 2 weeks in advance asking can I use them in my new house and they said "ooo dont worry we conect you strait away". After my move I called to ask How to connect the router as there wasn,t cable box installed from outsite, they said we will send you engineer in 1 week time. After 1 week the engineer didn,t turn up and virgin didn,t even let me know about that. When I called them they said the instalation is moved for 2 months ahead. Can you emagine this idiots even expected payment from me. Tell me guys who is paying for not getting broadband. DON,T EVEN THINK ABOUT JOINING VIRGIN MEDEIA!!!
Reviewer
John
Location
Blackburn
Date
23/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Stay away if you have any sense.
Appalling service, very unreliable broadband and TV not much better.
Always putting prices up and not very good at being honest.
Reviewer
Ian
Location
Ealing
Date
21/11/2015
Comments:
Pathetic! quite frankly they are the worst provider of broadband I have ever had the misfortune of experiencing. Not only relating to the broadband service but also their customer service! DO NOT USE THIS COMPANY!!!
Reviewer
Paul
Location
Manchester
Date
20/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Right virgin used to be good, when they were NTL/C&W, but until they upgraded my equipment and I moved to Manchester all I have to say is poor.
When I do a speed test in the middle of the day I get 160mb wired and 130mb wireless (1st problem crap modem). During peek time 15mb, where does 145mb go. Virgin say they can get an engineer out, but the fault lies with there service. Just moved to BT and all be it, it is just the 38mb service, but I get the same speed wired and wirelessly all over the house all day no drops and consistent pings. Do not join Virgin, paying a lot of money for basic broadband speeds that are free with certain companies.
Reviewer
Backtobt
Location
Ashford
Date
20/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
After umpteen texts and emails from virgin stating and confirming the installation date, they never turned up, wasted a days holiday waiting in. Got through to the customer service department and they stated that the installation date had been delayed due to construction problems. Why had they not bothered to tell me? Rung up BT and asked about returning, no problem, put me on a better BT package and cheaper then old BT one. Never again!
Reviewer
Glen
Location
london
Date
20/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Really bad connectivity, can't even really watch streaming TV without pauses every 20 seconds.
When calling to try and deal with problems its hard to actually speak to someone who knows anything.
Reviewer
matt kelly
Location
Kildare, Ireland
Date
19/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Call Centre staff extremely poor. Took my girlfriend a half hour to arrange a technician. Arranged a date without our knowledge for a day we were not there. We had not confirmed we had wanted one at this stage. Then arranged for another day but didn't turn up. The technician that did arrive was in fairness efficient and friendly. However the most ridiculous part was to come when the bill arrived. We were charged for a techicaain visit for the date we had not asked for twice and on the Nov 5th it seems we were visited by 4 separate technicians at a rate of 60 euro per visit. When we eventually got back on to the utterly useless call centre they seemed to be suggesting we were lying and poorly explained a complicated process to make sure we did not get charged the almost €400! Ya we really did ask for 5 visits within 4 days!!!!!PATHETIC
Reviewer
Ron
Location
Bedford
Date
19/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Email constantly breaking down - almost impossible to get anywhere with the company itself. No personal contact worth talking about. Intend to switch as soon as I can.
Reviewer
erkan
Location
cetinkaya
Date
19/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worse company ever, I thought it was bt and virgin media was cool as they advertise but not at all
Reviewer
Rick
Location
Farnborough
Date
19/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bad broadband speed with high cost. Liberty Global (owners of Virgin) marketed their lowest speed as "superfast" 50MB service, but I get circa 4.5MB sometimes lower down to 1.2MB! Now in November 2015 they have increased my bill to £29.40 for the same poor service without informing me. So now I have higher costs and lower speeds. Customer service is low standard with poorly trained international staff - a joke. Ever since Liberty Global(USA) have taken over the Virgin network the broadband infrastructure is slowly deteriorating, but their marketing speel increasing. They have a serious customer contention issue, hence the increasing slower broadband speeds.Good news is that with so many unhappy customers wanting to leave I may be the only one left in my street as they are moving to BT or Sky! Complain directly to Liberty Global as Virgin personnel are demoralised and no longer care! Real shame - were a really good company when they were NTL
Reviewer
Kirsty
Location
West midlands
Date
18/11/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Can not rate Virgin enough. I have waiting for 1 month for BT to set my internet up... Been messed around so much, they were rude, useless and didn't seem to care about losing me as a customer when I cancelled my contract. Virgin were so helpful, efficient and got my internet working in 48 hours - can't fault them at all!
Reviewer
ASW122
Location
Borehamwood
Date
17/11/2015
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Paying for 100MB with TV and Phone. TL;DR, unreliable equipment, frequent engineer visits, incorrectly processed original order and nowhere near the promised speeds.
Engineer came out and installed, all seemed fine. Two days later we were getting sub 1MB a lot of the time. Engineer comes out again, new router.
We joined in July, have had 3 engineer visits (not including installation). the superhub was replaced in less than a month from installation, and we still have to reboot the damned thing twice a week. Our old router was about as simple as you could as for - no WPS, didn't support encryption higher than WEP, but if we rebooted it twice in a year it was notable.
When we ordered, we upgraded to the larger TiVo box. Got an order confirmation with the upgrade on it. About a month after the installation, we noticed that it was filling up VERY fast. Took at look, but nowhere on the box or in the settings does it actually tell you the drive size. Called them up, they didn't know how to tell either, so I asked them how much the 1TB version should be able to record and established that mine only had half that capacity. They apparently checked my order and told me that there was no upgrade on it. I had the confirmation email in front of me, but I was wrong. I then had to get another one sent out, send the old one back (so I lost all the stuff I had series linked in the old box) and they were going "well, we'll charge you £50 for the upgrade" and telling me they hadn't billed me the £50 on the original order. I made it very clear to them that if they did charge me both I'd be taking it further.
The real aggravation however is the speed. We changed from talktalk because we were paying for 20 and getting 6-8 (so 30-40% return, probably because of old hardware). Right now I'm paying for 100MB and its rare that it goes over 50MB. I'm pragmatic, I know that 100 doesn't mean 100, but I was expecting ~70MB from them with all the new hardware. I've started a folder that's just screenshots of the speedtests, showing how bad they are. Engineers come out, go "no, its showing me 100MB on this speedtest, I know you've got 15 screenshots from the last 2 weeks where its below 20, but I can't reproduce it so bye".
We only changed this year. Will probably look to change again when the contract expires.
Reviewer
James Thorn
Location
Nottingham
Date
17/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely horrendous
Reviewer
alan
Location
london
Date
17/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
worst broadband ever and very expensive , they upgraded my internet and TV package without even asking me and start charging me £57 instead of £31 .... internet is so bad every now and again it stops working especially after 12 midnight it happened so many times i'm sick of it now , so far twice i had appointment and engineer didn't show up and when i called them i was told we are sorry but appointment cancelled. so i say from here f*** you virgin media.
Reviewer
NeilOD
Location
Cork, Ireland
Date
17/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Terrible customer service! No accountability, nobody to complain to, complete disrespect for their customers.
My partner and I ordered the €45 per month package and after a very annoying maze of automated answering machines and badly trained call centre employees, eventually got an appointment made to install on Sat 15th Nov.
I cancelled a family commitment to be at home for the appointment, but they never turned up.
After another long call,we were told that they "no longer do installation on Saturdays". We asked why we were given a Saturday appointment, and they were unable to answer.
The installation was rescheduled for the following Tuesday morning. My partner took a half day off work on the Tuesday....
You guessed it... NO SHOW AGAIN!
Reviewer
Dave a
Location
Twickenham
Date
16/11/2015
Comments:
Went to virgin from Sky the promise of faster broadband
Just over 2 weeks in no broadband
Need to prosses payroll told an engineer can come in 3 days!
On the phone to virgin tonight for over an hour and half
No solution
Can't imagine a worse service
Reviewer
Charles
Location
Bradford
Date
16/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am paying £35/month ATM they have already put the price up once and now they want to do it again. I would not ever recommend virgin media to anyone, and looking at other's comment. I am gonna cancel my plan. Is expensive and I didn't get the speed I paid for. Read the fine print and you will see your service depend on where you live, so with the same amount of money you could go and sign up with other company. I HAVE LOST ALL FAITH IN VIRGIN MEDIA.
Reviewer
Ian
Location
Ealing
Date
16/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never ending issuse with this provider for nearly 24 months. Always promising service will be fine but always the sane issue. When we said we were considering changing providers because of these extremely irritating issues customers services told us to go ahead and change. Worst broadband service I have ever received. I get better speed and reliable connection from my 4g mobile phone. Virgin should be ashamed customer services are pathetic and need to learn the meaning of customer service.
Reviewer
Magda
Location
Barnsley
Date
15/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Please beware and stay away from Virgin. Very poor service. They will sell you something they're not capable to deliver. I've been paying for 50 meg internet and wasn't even getting 30. Now with BT paying less for 40 meg and clocking 37! There were constant disruptions in supply. I was on the phone to very poor customer service at least once a week. Engineers were suppose to come out but every time Virgin has cancelled the appointment.
I've been with them for three years. Initial contract was for 18 months. When I had to move out of the property and asked Virgin to move services to new address I was told they haven't got the cable there so unless I can talk few neighbours in to virgin media, I will be charge 138 pounds cancellation fee. Then I found out that my ex phoned them few months earlier regarding a jumping package price and was offered 15 quid off. Nothing was mentioned about contract. Basically ankybody could sign a contract in my name.
I've contacted Citizen Advice since and I'm ready to take a legal action now.
Reviewer
Magda
Location
Barnsley
Date
14/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please beware and stay away from Virgin. Very poor service. They will sell you something they're not capable to deliver. I've been paying for 50 meg internet and wasn't even getting 30. Now with BT paying less for 40 meg and clocking 37! There were constant disruptions in supply. I was on the phone to very poor customer service at least once a week. Engineers were suppose to come out but every time Virgin has cancelled the appointment.
I've been with them for three years. Initial contract was for 18 months. When I had to move out of the property and asked Virgin to move services to new address I was told they haven't got the cable there so unless I can talk few neighbours in to virgin media, I will be charge 138 pounds cancellation fee. Then I found out that my ex phoned them few months earlier regarding a jumping package price and was offered 15 quid off. Nothing was mentioned about contract. Basically anybody could sign a contract in my name.
I've contacted Citizen Advice since and I'm ready to take a legal action now.
Reviewer
Konstantinos
Location
N1
Date
13/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We do have problems with speed all the time. Lately we spent 3 weeks without internet for which we had to spend hours over the phone with customer service to claim back a refund. We never received a notice or bonus for the inconvenience.
Reviewer
steve
Location
wales
Date
11/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
if this is fibre optic broard band where is the fibre optic cable all i have is copper cable that is not fibre optic broard band ripped off again by virgin
Reviewer
mark
Location
battersea
Date
10/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A week after changing to Virgin from BT I'm giving Virgin a thumbs down due to slow service or no service.
It's the fastest broadband service at winding you up. I v'e got 18 months of it! So proceed with caution.
Reviewer
mark
Location
battersea
Date
10/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A week after changing to Virgin from BT I'm giving Virgin a thumbs down due to slow service or no service.
It's the fastest broadband service at winding you up. I v'e got 18 months of it! So proceed with caution.
Reviewer
Kerry
Location
Middlesex
Date
10/11/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Can't even watch a video on their wifi, constantly cuts out and sometimes just doesn't even work in general! Very poor!
Reviewer
alan
Location
lincolnshire
Date
08/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with Virgin since before it was NTL, back then it was diamond cable.i pay for medium package broadband, yet my speedtest just done at 16mbps, virgin advertise UP TO 200mbps ! so why am i not getting a fast enough speed to watch a you tube video without buffering and stuttering? i cannot watch a single Streamable tv episode because it wont load or play for more than 15 seconds before stopping and buffering again.
Want to complain? well they say they will answer your call in 2 minutes, 18 minutes i was listening to track after track ! then got to speak to someone in india who didn't have a clue about what i was complaining about.
Fancy having a communications company who don't have enough staff to answer phones...there's plenty of unemployed people in england...oh yes i forgot virgin moved their call centres to india didn't they, nope got nothing good to say about them as a customer-why stay with them? because according to the internet they are the fastest broadband, i can't believe theres worse out there..Finally why do only "NEW" customers get the half price deals??? what about all the years i've stayed with them...where's my discounts for the poor services they provide ! absolute garbage !
Reviewer
Zuzana
Location
London
Date
07/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bad service, the internet is very slow although I pay for a big bundle that's meant to be fast.
I was trying to leave and they do everything to make it impossible and charge £70 for leaving.
I'd never ever use Virgin broadband again.
Reviewer
xraig
Location
stafford
Date
07/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
went from sky to the 200mb virgin. on 3rd nov, the max speed im getting is 49mb. SHOCKING. tried to call them up and tell them to take it back but the customer service awful. so far its crap
Reviewer
daryl
Location
no
Date
06/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
this company made me feel suicidal
Reviewer
Ester Rodriguez
Location
N19 3PU
Date
06/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have a contract of 50 Mb, a very tiny flat, and we don´t get the signal even when we are close to the router. We called customer service lots of times and they do keep on giving excuses and they never give us a solution. Not recommended AT ALL
Reviewer
Jon
Location
Derby
Date
06/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible speed. My package is supposed to provide 'up to' 20Mbps. In reality it varies between 0.8 and 1.4Mbps download speed and 0.7Mbps upload speed. Netflix and web video constantly buffering and poor quality. Absolute rubbish.
Reviewer
Mary
Location
Leeds
Date
06/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I writeing this review to show how disappointed I am in the people virgin hire to answer there calls. To start with my first call. My request had not been taken notice of to simply collect my equipment as I no longer wanted to with virgin due to their customers service on previous occasions. When I called back second time. I got someone who could no speak clear English and knew nothing about virgin so I abandoned phone call hopeing to get someone who knew what they was talking about. At last they send a prepaid package for me to send back. They had offered to collect first. Then they had cheek to text me telling me if I didn't send their 4 year old equipment bk I would pay 150 for stuff probably worth a fiver. How come Virgin can pop out more or less straight away to install you but can't send someone for their old equipment destined for a skip I presume . Left virgin and am very happy with sky. Better customer service and people who can speak clear English on phone. Will never use virgin ever again . For anything mobile media or anything. Worst customer service ever !!
Reviewer
Bruski
Location
Borehamwood
Date
05/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Went for 152Mbps and getting 7Mbps during peak times. Virgin have informed me it is a fault with their equipment and will take approximately 3 months to fix.
They will not allow me to exit my contract early even though I was told minimum speeds would be 140Mbps.
Customer service is non existent, they do not pass on information, call you when they have said they would. It seems that once they have you in, they could not care less!
Reviewer
Oftheright
Location
Hinckley
Date
04/11/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have heard of bad reports, but all i can say I have been with Virgin and it's predecessor for over ten years (After BT's constant greed and strangle hold of market) and see no reason change. It is more expensive than others, but probably no more than any others after the new customer incentives. I have just been upgraded to "Vivid" at no extra and enjoying 150mbs downloading . result!
Reviewer
Ben
Location
London
Date
03/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utilisation issues for the last 9 months - they simply can't provide the service. Many calls to customer support but no solution provided. Speed during 'peak' time is typically less than 2mb/s when up to 50mb/s is advertised. Often can't even stream music. Time to leave.
Reviewer
Ken Gorman
Location
Wimbledon
Date
03/11/2015
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Don't get Virgin if you think you may move. I moved into an area they did not cover and they hit me with a huge cancellation fee despite the move team saying this would be waived as I had only 3 months left...and they got the equip back in perfect condition. Thier customer service was horrible about it and even asked me to justify why I moved! Felt they just wanted every last drop...sadly for them they will get a few quid but lose out on the £30k or so I will send over the next couple decades and I have a great story to tell when the subject comes up.
Reviewer
Alexandru Balint
Location
Stanmore
Date
03/11/2015
Comments:
Sorry of my english is not the best ! Few things about this joke of a company called Virgin . Had services from another shit company called BT and decide to move to Virgin . I've made the order and the next day one engineer came to my house and check if they can go ahead with it , said everything is ok and in one week they will come and install the broadband cause for the phone will take another 3-4 weeks because some problems , didn't care about it cause i need it the broadband only
A week later around 9 AM one engineer came and after 2 min said he can do it but another one is gonna come around 12 and he left without explaining why
Around 12:30 another one came and said he will dig the front yard to bring the cables from one side to another and that the 2 engineers that will install the broadband will come in 30 minutes wich they did
2 young enginers came (around 25 years old) smelling of weed , parked the car inside , music loud , shouting ...
They start working , dig the front yard twice , 2 different places , drill my bedroom wall , install everything and at the end no services at all . Why ??? Cause they dont have a empty port outside in the main cabinet and i should wait for someone to cancel his services
That was a month ago , i still have the hole leading outside , damages all around my property , around 100 metres of cable all over the front yard and no help at all !!!
But text and mails every 3-4 days about their fucking router , to send it back
My advice : please stay away from this company
Reviewer
Marat
Location
Cambridge
Date
03/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had a broadband + phone it for the last year only because I had been promised prior to a year subscription I would be charged only £16-50 per month based on 1 year contract. This was a special offer as I was a loyal customer (more then 10years).
However, after 3 months or so, I began to receive higher bills... Every time I had to call to the manager who personally promised the deal (he is in Newcastle) and ask to rectify the mistake..
I am really annoyed with it as it always sounded if I am begging them for discount..
Then even worse - the speed fell dramatically - often under 5 Mbps or no connection a all ( and I was on up to 50 Mbps promise).
Getting through to customer services & talking to Indians was a real nightmare.. won't go in details.. you should know it..
and on top of this my phone line was a crap - no one could get to me from overseas and often I had to dial 3 to 6 times UK number to get through..
one word would describe Virgin - CRAP.
Reviewer
Nigel Vaughan
Location
03
Date
02/11/2015
Comments:
your new email service is dreadful.some of my original emails that I needed to keep I've had to delete because I could not go from one to another.what was wrong with the old style it was much easier to scsn through.all in all a mistake
Reviewer
Vic
Location
Epsom
Date
01/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
THE CRAPIEST INTERNET EVER! 60 MB/S? GIVE ME A BREAK. IT'S 100KB/S WHEN IT'S NOT DOWN. FU VIRGIN MEDIA!
Reviewer
Brian
Location
Newcastle
Date
31/10/2015
Comments:
I'm currently with sky for broadband and telephone. I had a called from virgin media call center tel 0161 2835302 on friday 30th october 2015 at 11.30 am from a girl called kelly asking if I wanted to come back to virgin media and asked what were the reasons why I had left. I stated that they were too expensive and when virgin media took over from telewest the customer service was awful. APPARENTLY kelly stated this has all changed we have excellent customer service and we are very competitive.
, and are very keen for me to come to virgin media after about 6 years. KELLY made me an offer at 21.98 a month for up to 70mb broadband ,land line and free weekend calls for 9 months l asked what happens on the 10 month she told me it would go up to 36.00 a month I replied sorry not interested goodbye. Hold on one minute what is the reason I stated I'm not paying you 36.00 a month that's more than i,m paying with sky. Hold on one moment i was curtious and waited. She came back I can offer you 21.98 a month for 12 months instead of 9 months on a 12 month contract. I again asked what about month 13 was told that the price would stay as it is at 21.98 a month on a 31 day rolling contract the only time the price would change is when the line rental goes up as it does each year which I accepted. I asked for Kelly to contact me at 3pm on Friday 30th October 2015. I again made a point about the deal on quite a few occasions that is this correct that I will only be paying 21.98 per month for 12 months for up to 70mb broad band telephone line and free weekend calls. When month 13 comes I will still be paying 21.98 on a 31 day rolling contract Kelly stated yes this is true and we will take care of your current provider. I agreed and give my bank details. I later in the evening receive an email from virgin media sta ting that I would be paying 21.98 for 12 months the further down the email stating don't forget this is a minimum 18 month contract I couldn't see anywhere on their website about 70mb broadband. You can guess I started panicking thinking have I been scammed by a scammer. I quickly found virgin media's customer service number online contacted them. Yes the email was from virgin media PHEW! but wait you guessed it I've only been scammed by them. Remember the email 21.98 somehow turned into 21.99 I know just a penny but wait. You guessed month 13 was 36.00. I asked to speak to a manager but was cut off. Did i tell you I was put through to the Philippines. I quickly called back and spoke to anothet guy this time in India explained everything this time he stated no it's 21.99 a month on a 12 month contract and on month 13 it will be 34.00 a month. Again never got anywhere. So we have 21.98 then 21.99 then 36.00 then 34.00. Mind boggling I can't keep up with these numbers. Later in the evening at 10.30pm a guy from India claiming to be a floor supervisor asked what the problem was I explained again which he stated that someone from customer relations would contact me in the morning Saturday 31st october 2015 and sort things out. Did customer relations contact me what do you think did they shite. Contacted virgin media again myself spoke to a Scottish lady explained the issue guess what them silly numbers again this time month 13 would be 37.00 a month. basically got no where in no uncertain terms was told tough . i spoke to another guy in Sheffield who couldn't help me who transferred me back to the Philippines then again India 2 more times till eventually they cancelled my contract which I knew they couldn't refuse under the distance selling law. I contacted the 0161 2835302 number left 3 message's to contact me regarding the issue one for Kelly another for sales manager and a third posing as a potential customer who wants to sign up to the big khuna package let's see which call I get. thinking off the top my head do you reckon it will be about the big khuna package. I had to contact sky myself and explain what has happened as virgin media refused to contact them and put things right even though they were quick to contact them stating I was moving over to them. I am currently going through the complaints procedure in writing then I'm complaining to offcom. Unfortunately I have to follow virgin media's procedure first. After spending a few hours talking with lots of different people at virgin media who never resolved anything my conclusions are that after not being with virgin media for 6 years the customer service is 100 times worse and they are excessively expensive. Would never recommend this cowboy outfit to anyone. I am hard pressed to find anyone I know who has virgin media in my area. When it was telewest everyone had it. Virgin media are a very curropt company who have no idea what their selling and have zero customer service skills I'll stay with sky much cheaper customer service could be better but least they try to sort any issues out with you. Just to end at one point when I did contact the 0161 number I got through to someone's house in Manchester they themselves stated they were with virginmedia and thought they were sit. Pitty anyone who's with this cowboy outfit. 6.75 to send a paper bill what a complete rip off. I'll keep you posted because I will be asking for compensation from virginmedia for the trouble it has caused me.
Reviewer
ash
Location
London
Date
31/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use this company - they are a bunch of cowboys. I have had to call every month with an issue and they have now cut my phone line and can't fix it till Tuesday - I spoke to Sean in Teeside who was as helpful as a chocolate teapot!! i have now cancelled my services and they will charge me £250 for the privilege - please stay away from this company!! Sean was also a rude man who just wanted me to leave the company. STAY AWAY
Reviewer
Mir hazelwood
Location
hazelwood close
Date
30/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
this is my last year with this company, 1,5 mb speed on wekkends we pay for 100mb this company have no customer service, i try to contact, and after 30min on phone i give up no one answer the phone!!!
Reviewer
Richard
Location
Reading
Date
30/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin cut my TV aerial cable to use the hole in the wall for broadband, leaving me with no TV for over a week. Phoned them 9 times and every time am promised someone will call within 72hrs/3 days/ 48hrs /30 mins to schedule a repair and no-one every does
Reviewer
Iain
Location
Leeds
Date
29/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
After three months of intermittent broadband I have tried without success to communicate with Virgin Media. I can type a message on their online facility but there is no SEND button. They don't care.
Reviewer
Abi
Location
Liverpool
Date
27/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Virgin media has proved to me more than once that they are a bunch of liars and the most unprofessional company I've ever dealt with.
When I was going to end my contract, they were helpful and genuinely listened to my problems. After that, the manipulation started again. They tell you about discounts on the phone and then once you renew your contract, all sorts of extra charges appear.
I blame myself for not just ending my contract last year and actually believing their apology. Even the discount they offered as an apology lasted for 6 months, while on the phone they said it's for 12 months. Now, good luck for me finding the recorded phone call.
It is disgusting when big companies like Virgin media treat their customers like idiots. I will definitely leave this miserable provider even if I'll pay double to any other provider.
Reviewer
Botan Yousif
Location
Roehampton Lane, Putney
Date
27/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
The worst service I ever experience in UK, I immediately canceled their services and went back to BT and SKY.
simply they can not deliver and they do not take care of their client, just promises without any achievement.
I don't recommend them at all.
Reviewer
James
Location
Sheffield
Date
26/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I will say with a pinch of salt, one of the customer service reps I spoke to was EXTREMELY good. But that was one in a million.
I have been with Virgin in two separate areas now, and I can categorically state, they have some of the WORST provisioning I have ever borne witness to. Consistently, when anyone else is online in your area, your bandwidth is throttled to the point where opening this webpage took 2 minutes. When nobody's online? Great, it runs perfectly. At 3AM. Fabulous.
Multiple times when I have spoken to reps, despite me saying that I have rebooted, put the system into modem mode, reset, everything, I am once again taken through the ENTIRE spiel of utter nonsense that they have you do while they wring their hands and hope the problem goes away. Their forum simply spouts ticket numbers out of their face, none of which come up with a resolution, and most recently, I saw someone, in response to somebody complaining about 'poor ping response times and throttled download speed', that 'everything was fine their end'. I hope someone from Virgin reads this. I really do. Your service is shoddy. Your network is apparently made of cheese, because it's certainly not fibre, or optic, or even worthy of being called broadband. An utter disgrace.
Reviewer
RichardP
Location
Cambridge
Date
25/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Long term customer, on 50mb fibre package. Except average speed in evenings is 3.5mbs. Not much better at weekends.
Its not what I signed up for. Its not acceptable.
Customer services not apologetic. They live in a world of "yes, we know there's a problem in your area, we might get it fixed in 2 months time".
Reviewer
Ediz
Location
Eltham
Date
25/10/2015
Comments:
Never had such shit wifi constantly never working fucking bollocks never will use the cunt again I'm so close to smashing the shit out of my Xbox
Reviewer
Sara
Location
Nottinghamshire
Date
25/10/2015
Ratings
Customer Service
2.00 stars
Comments:
Had problems from the start with the router repeatedly resetting itself, sometimes as often as every 10 minutes. Called on multiple occasions and they did checks and said it was fine. Only when they did the checks 2 months down the line after repeatedly calling them regularly did the router actually reboot itself whilst they checked, so they realized there was a fault. Then they sent people to check which did nothing despite them saying it was fixed. After over 2 months I called and they said they'll just do some checks and I said I wanted to talk to the manager. He decided to send a new router. It worked ok for a few days and has now began doing what the previous router did. I fully regret my decision to have virgin media wifi and I wouldn't recommend it to anyone. The speed of the Internet is a lot lower than they claim it to be. I am paying for up to 50MB and I understand it can be lower but having done a speed check very recently I found the download speed at 1.71 MB and the upload at 0.25 MB. The lowest I've ever recorded is a download speed of 0.54 MB and an upload of 0.17 MB. These are not the speeds I am paying for. And it is not cheap, especially considering the standard received.
Reviewer
amanda price
Location
BRISTOL
Date
25/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have had problems with virgin internet for the last 6 months and they still refuse to send an engineer out. Customer service is a complete joke most of the time you can't understand what they are saying.!!
Reviewer
Stephen homis
Location
London
Date
24/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
RUBBISH SERVICE.EVEN WORSE CUSTOMER SERVICE WATCH OUT FOR THE SALE TEAM CROCKS
Reviewer
Stephen homis
Location
Sidcup
Date
24/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
RUBBISH SERVICE.EVEN WORSE CUSTOMER SERVICE WATCH OUT FOR THE SALE TEAM CROCKS
Reviewer
Marianna
Location
South London
Date
24/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
There's an issue at least once a month and it takes for ever to solve it. Been without broadband for more than 24h now. The technician was supposed to be here within 4pm. Than they called saying he'd be late and come before 5pm. It's past 5 and haven't seen him or heard from anyone. Awful service.
Reviewer
Anthony Sloan
Location
St Helens, Merseyside
Date
24/10/2015
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Connection & broadband speed slow! Less than area and national averages.
Reviewer
James
Location
Leeds
Date
22/10/2015
Comments:
Having paid for 100mb speeds, we are currently only receiving everything from 0.49mb to 2mb. Loading simple web pages is a nightmare and netflix isn't an option. Having spoken to customer service they offered a dismal discount and said the problem would be fixed. 2 months later the problem persists and the date for the fix in our area (everyone in our area seems to be affected) keeps getting pushed back. Do not get virgin media if you live in Hyde Park, Leeds.
Reviewer
Beverly
Location
Kent
Date
21/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Biggest mistake I ever made was having virgin media right from day one of instalation when they installed it wrong and left me without a landline for 4 weeks ! . Although the television has been reliable most of the time the phone hasnt and the broadband is always giving problems , at least once or twice a week we have no internet and also get told of loss of service due to service works in the area by letter or text. Customer service is rubbish and be warned that when you agree your bundle price , it will go up in price within weeks. Lots of hidden charges on the phone bill as well which makes your bundle not such a bargin. The customer sales department also add on extras you dont ask for . It look me 10 months for Virgin to finally take the correct bundle direct debit amount and refund me. I emailed a complaint in January 2015 I recieved an automated email back to say someone would get back in touch within two weeks , ......9 months later I still havent heard from them !!! I cannot wait untill my contract ends and I will cancel my contract . Never had these problems with Sky or BT,. Virgin seriously need to get their act together !!
Reviewer
Armani
Location
Bournemouth
Date
21/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Hi Guys,
Be careful with the virginmedia sales team they will encourage you to take a new package and promising to give you a better deal for the whole year for the a better price but after 3 months it will go up and then when you contact the customer service after 4 months because you notice your bill it was very high they will not going to do about it but instead asking you for another contract to lessen it for another 12 months becareful for a virginmedia SCAM. "VIRGINMEDA SALES TEAM IS A SCAM" I was a virgingmedia customer for almost more or less 5 years but I was victimized by this SCAM.
Reviewer
Nuno da Silva
Location
M6 8PA
Date
18/10/2015
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disappointed with current service, reliability is low, speed is no where near 100mbs due to issues at Virgin which leaves me constantly with buffering or internet connection errors when trying to watch Netflix, Amazon and play games on the Xbox.
Reviewer
Brian
Location
East London
Date
16/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't use a VOIP with Virgin
Don't upload with Virgin
Don't game with Virgin,
Don't bother contacting customer service with virgin
Don't use their woeful forum for "advice"
And never bother asking for an engineer to fix something they've messed up.
Stay away from them as an ISP. Utterly horrid service.
Reviewer
stephen
Location
Huddersfield
Date
15/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Been with Virgin for ten years at different addresses and the broadband speed has always been decent. Never amazing never poor but prone to the odd disruption, nothing too serious.
The problem is when you speak to them both on the phone and in their shops.
I went in to see them having noted that my bill had over the years increased from a flat £28 to £38, which had been dutifully paid on time every time. I thought I may be due an upgrade. Having listened to what I said the chap then told me what I could pay to upgrade to and I noted that I'd be better off leaving them and then coming back on board as a new customer. He didn't pay any attention to what I was saying really and was just mired in his sales patter. Essentially I got nothing out of him in terms of upgrade, service or sense.
On the phone they are just as bad. I have waited in all day for an engineer to show up and fix my phone land-line (essential as their mobile coverage is so bad). Today, having phoned up to enquire as to why he's not shown up I was offered a new less convenient appointment and a mild lecture on keeping appointments. It didn't help my mood or appreciation of this rotten lot.
Reviewer
Raja
Location
Bradford
Date
15/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been with Virgin media for over 10 years at me parents house. I moved to a rented property because it was close to work, but later moved back to my parents and wanted to take my Virgin internet with me. "Al-though there is a connection in the house" But wanted the Internet upstairs in my bedroom. As the connection for 100Mb is based downstairs in the Cinema room. I already told Virgin regarding a 2nd connection in my room. But they cancelled my visit. Seriously? Virgin, get your guys back to training and "listening skills" Lack of communication and mistakes made by these guys. I'm going to cancel all connections including Mobile contracts and go with a different provider. These guys are a joke! Would never recommend them!
Reviewer
r taylor
Location
london
Date
14/10/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Comments:
Sent the wrong contract, overcharging by >£100, they forgot to contact my old provider, so phone number not changed, and was slapped with £81 charge for late cancellation from old provider. Engineers coming to house were slow and needed 3 visits before attaching the cable, and telephone calls to put it all right carried out by friendly but hopeless staff.
Reviewer
Terry chandler
Location
torquay
Date
13/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Today I had the kahuna package installed. From my experience I have had I think anyone thinking of Virgin media should think again. I left Sky TV thinking I was getting a good deal, and I regret it. I had help and consideration with sky, but Virgin are the worst company I have ever dealt with. Their engineers disrupted my existing terrestrial TV reception and the company refused to send them back to rectify what they had done. Now it will cost me to supply an TV engineer to correct their mistake. What with promising me the wrong discount and their different promises I can only say keep away from Virgin media if you want a stress free life.
Reviewer
Alice
Location
Croydon
Date
13/10/2015
Ratings
Satisfaction
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've managed to plan to install Virgin 2 weeks before I moved in.
Technician came in and installed internet in 30 min on the date I wanted. There was an issue with telephone, well still is but I don't use it much so I don't bother. Internet works like a charm, 54mbs/3mbps/8ping. Never had any problem with it. Router is really good, when I had others from other companies I had to reboot them all the time, this one works since 3 months with really good speed and doesn't need any rebooting, maybe they reboot them at night? Never noticed that but I am very happy with customer service, and offer I got and I can recommend this internet to anyone.
Reviewer
lin
Location
oxford
Date
12/10/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The broadband speed and reliability are getting worse. It is difficult to get timely information when the line goes down. For example, when we were left without an internet connection at home and tried to contact Virgin from work, the CHAT option insisted that that was no problem at all. Eventually, after spending ages on the phone, it transpired that the whole area was affected. No transparency about a complaint or compensation procedure, though.
Reviewer
Melly
Location
London
Date
11/10/2015
Comments:
I pay for their fastest broadband and the speeds are very bad and have become considerably worse. They are much worse than those promised on cheaper packages in fact. I suspect Virgin just cannot handle the demand and hopes the majority of users do not notice that they do not get what they pay for. I am not a heavy internet user but it would be nice to have sites download faster than dial-up..........on the plus side, I find their customer service ok. It is just they cannot do anything about the demand (amounts to mis-selling and is a matter for Ofcom in my view).
Reviewer
Jessica
Location
Birmingham
Date
09/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband details:
9 month virgin student contract
100Mb
£37 p/m
4 people in the househole
I can confirm virgin is THE WORST internet provider ever.
SLOW is not even a word to describe it.. even with 100Mb speed... I have 17Mb speed at home using sky and it is still faster :/ (weird)
Watching itv player this morning and it took about 10 mins to finally start up, the show then froze every 4 mins - its ridiculous.
I know there is 4 of us but even when I am the only one using the internet it can be really bad. They just tell you to refresh the router which isn't very useful.
I have used Sky and BT before which were perfectly fine.
I would not recommend virgin to anyone as their prices are ridiculous to top it off.
Reviewer
Iain
Location
Leeds
Date
09/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After ten weeks of intermittent broadband I have repeatedly attempted to seek assistance through online contact but failed as the process refuses to facilitate any dialogue. Usually it ends with the doomed legend "This page cannot be displayed". It was my own error of judgment when I signed up for the worst ISP in the world. What I need is a picture of Richard Branson to pi to my dartboard
Reviewer
Paul Rawlinson
Location
London
Date
07/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer service I have EVER come across, incompetent, unreliable, don't show up to install or contact to rectify, abysmal company, Sky are preferable as they have customer service, VM don't care about customers at all, rude incompetent & useless company. AVOID.
Reviewer
Iain
Location
Leeds
Date
05/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Virgin Media for ten weeks now and it rarely functions as it should. It is impossible to contact customer service or help & support. I have attempted to send questions and obtain information on a daily basis but failed to contact anyone. I regret signing up with VM but I am stuck with the worst ISP provider and my TV and landline are tied into a contract that is totally unsatisfactory but there is no escape,
Reviewer
Bmac
Location
Bristol
Date
04/10/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
they started off good but then they seemed to completely forget that I was a loyal customer. They never informed me of deals they had going which would help me as a customer. They put prices up at a quick rate and only tried to help when I said I was leaving them.
Reviewer
John
Location
Poole
Date
04/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
**BEWARE** big virgin scam!
Took out a 12 month contract for phone and broadband via Uswitch. Had to cancel after 5 months due to house move to non fibre area. Virgin tried to charge an early termination fee for an 18 month contract. Upon querying this with their VERY rude foreign customer service advisors, they refused to acknowledge that a 12 month contract even existed for new customers! Fortunately I took screen shots when purchasing showing their live chat assistant reassuring me I was signing up to a 12 month deal, yet they still refused to budge and handed my details to a debt collection agency for balance! Only after a long chat with Ofcom, who agreed they were in the wrong, then a long argument with a very childish virgin drone, they backed down. I will never use Virgin again and hope nobody else gets scammed as they are still selling this product on Usitch! It really bugs me how they can flout the law like this and just keep getting away with it. BOYCOTT VIRGIN!!
Reviewer
Not needed
Location
Date
03/10/2015
Comments:
Would just like ti inform people beware as we looked into having virgin and may I add looked into but before you know it they have set up an account and direct debit and a man will be knocking on your door to lay cables all before we had even said yes and our old supplier contacted us to say they was disconnecting us
Reviewer
Alex
Location
Southampton
Date
02/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
horrible. connection dies every 10 minutes, speed is a joke
Reviewer
Gail
Location
Coventry
Date
01/10/2015
Ratings
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay away from this company. Customer service is appalling. Have tried to cancel my mum's account with them several times and have also written (snail mail). They deny that they have received any phone calls from me. When I called their phone operatives tell me that the account was cancelled, then only that the phone was cancelled...then they deny dates etc. My 83 year old disabled mum is now being threatened with the baliffs.!
Reviewer
David Gyorfi
Location
Hamilton
Date
30/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrible experience.. Really slow, overpriced broadband, with bad signals even in the next room. Customer services said 100mb is the max with the Ethernet cable, wirelessly 20mb is the normal. Just unacceptable
Reviewer
David Gould
Location
Worcestershire
Date
30/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unbelievably bad company to deal with, letter sent to me stating installation date 10/9/2015, no one turned up no one called to say the installation had been cancelled. New letter installation date 18/9/2015 guys turned up at 5.45 in the evening found they could not get the cable through to the manhole. Was not their job but kindly contacted the powers that be to get it rectified the following day, the guys arrived and did the repair but could not install was not their job, informed us the install would be done that afternoon.Stayed in all day waiting, no install no call no nothing.
Complained on the Monday to Virgin Media they had us down as installed and with equipment, we had no equipment and a cable lying on the lawn. In all this time from the 19/9/2015 my fathers lifeline had been disconnected so was a risk to life from falls due to him taking Warfarin, any action taken ??? none. any call backs from management??? none.
After phoning them from a mobile for 3 more days and getting no where, even though they promised us it would be every day I rang so 3 more days wasted. I decided I did not want to be involved with a company that cared little for its customers and even less about someone life so I cancelled the install and moved to Sky.
To top it all off everytime I speak to anyone at Virgin they tell me we are up and running and connected, even to this day and they sent me a bill for the first months service, talk about the left hand not knowing what the right hand is doing. One mistake anyone can make, two mistakes is irritating but this catalog of mistakes is beyond funny and shows the company to be absolutely pathetic in its ability to function as a unit.
The front end staff are helpful and do all they can to help but are only as good as the management behind them, I would not let the management of Virgin Media run a popcorn stall, they have no idea what customer service really means. We were more than patient as |I think anyone who is reading this would agree, I contacted them regularly to no avail and then they had the cheek to send me a bill for TV, Phone and Broadband. Sorry buy I am not sitting at the end of the garden in the rain trying to watch a service that doesn't exist. As of today they still have us as connected and when I rang them today they were going to transfer me to the disconnection team, lmao, what happened they hung up on me and at no time was I unpleasant or nasty, what a company, unbelievable.
If you thing by any chance of moving to Virgin Media I seriously wish you the best of luck, you may even get installed but I don't hold out much hope if things go wrong, no one and I mean no one will carry the can, if you can get anyone to talk to that is with any authority.
Anyway sorry for the rant am sending all the info to Watchdog and seeing a Solicitor about the risk to life they put my father in, watch this space.
Reviewer
Maggie G
Location
Bournemouth, UK
Date
28/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Normally I won't write a negative review but I am just utterly disappointed and frustrated!
Spoke with them 4 times in 4 different days with a least 5 different people on average of 25 min and every time absolute no adequate help or even information!
As students we ordered Virgin Media 100MB package,but we received a 50MB one. As mistakes happen this is fine. However, when we called the next day in order to do a simple upgrade but they kept transferring (because nobody knows what they are doing) the call to different people and at the end they asked us to call the next day. This was fine as well. We called them as instructed and ware transferred again to at least 3 people and all of them just keep saying 'Yes, of course, no problem, but let me transfer you' at the end the last guy just said 'sorry no it won't be possible'. When we asked why we didn't get any explanation.
As we were sure that his colleagues said it will be possible to do this simple upgrade (of course we would pay more), we called again. After explaining all over again and speaking for 21 min they said they will call us. They did call us and said there will be no problem and that we are going to receive an email and we have to restart our router. However, as days have past we haven't receive anything and of course the internet is still 50MB.
It is just that everyone tells you different things and because none of these people can do their job properly they just keep transferring you. This is a ridiculous customer service!
Reviewer
Sebastian
Location
Rochester
Date
28/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
150Mbps package delivers 1Mbps service and 400ms ping. Customer service advised I should be happy I'm not getting 0.5Mbps, said there's nothing wrong with this performance and refused to fix. I miss BT Fibre, I couldn't move it with my house but it was vastly superior broadband compared to Virgin Media.
Reviewer
Garry
Location
Watford
Date
27/09/2015
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Virgin has been excellent for us. Very very reliable: very quick broadband and when I have had to use customer service they have been good and helpful.
We were with Sky who were appalling. My only criticism is the price.....what was a sensible £75 a month for TV, phone and internet has crept up to £97! Recommended if you can get the price right.
Reviewer
Severly Unhappy
Location
Nottingham
Date
26/09/2015
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
If you're reading this with a view to using VM, just don't, please god just don't! Worst customer service ever experienced, they switched my service off "by mistake". 72 hours later 9 phone calls, 15 people spoken to, still no service. "wait another 24 hours" - waiting for god!
Use BT, plusnet, sky, a piece of string and two paper cups...........just don't use VM. Unless you're into BDSM & enjoy pain! Totally useless, total & utter incompetent customer service, in fact that's a misnomer - no customer service! I loathe & despise them with a passion beyond belief!
Reviewer
ems
Location
bristol
Date
25/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
absolutely terrible service, would have to pay me to take out another contract with them
Reviewer
lucy simmons
Location
preston
Date
24/09/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
so far so goo do dont want to jynx this lol been with them a coupkw of days now .. the customer service is great... even my fiancee has commented on how good the internet is.. he downloaded fifa 16 within 30 mins on an xbox one.. so far so good.. ive been woth talktalk and sky internet in the past virgin has been the best so far for me
Reviewer
martyn freeman
Location
Yate Bristol
Date
24/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
not fast fibre broadband as advertised also keeps dropping out
Reviewer
Caroline book
Location
Nottingham
Date
24/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I took out an 18 month contract, moved home and got forced into a new 12 month contract. No one mentioned this on the phone, via email, via letter or via any other form of communication.
After being on the phone for two hours, I got told it is in the terms and conditions.
I didn't realise companies could automatically take out a new contract without your permission?
The WORST customer service I've ever experienced. Disgusting.
Reviewer
Kekil
Location
Guildford
Date
24/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Hopeless! Unreliable connection and clueless IT tech. "It should work". Yes, agree. It should but it doesn't and you have NO idea on what to do. Completely useless
Reviewer
Russ
Location
Trowbridge
Date
23/09/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Before I moved house I checked that all services were available in my new location, yes, so I booked my move with Virgin. Phone, broadband and TV. Contract arrived with all three. Engineer arrived and said that the phone was not on his worksheet, despite being on mine. He would have to reschedule. A week went by and I chased Virgin for a date. And was told, we can't install a phone at your address as there is insufficient space in the local connection box. Now, if this is the case Virgin are guilty of misleading advertising, fraudulent selling of a contract and an engineer who either told me a porky or didn't know himself. I eventually got to speak to a man in the moving department who has arranged an engineer to come and have a look, not necessarily to fit. I have told Virgin that if they cannot provide a line they can cancel all services and compensate me. They are so keen on deal making that they do not check on area availability. Really disgusted with their service.
Reviewer
L ross
Location
Hamilton
Date
23/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
They say there is a fault with the cable under my mono block which affecting their system even though my broadband works and if I don't allow them to to replace the cable which would mean me lifting my mono block they will cut me off
Reviewer
B19SGW
Location
Bournemouth
Date
23/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolute AWEFUL company. No respect or care for existing customers. After 6 years and £3k of bills, I am not allowed upgraded/current equipment without paying through the nose for it, meanwhile they keep putting up your bills every few months and this effectively forces you to leave or pay over the odds. Going to look into mobile 4G, tethering, wifi hotspots and streaming tv from my phone, as I suspect it will be cheaper, more reliable, and easier than dealing with idiotic companies that have no common sense. Not happy with Virgin at all, avoid at all costs.
Reviewer
kevin
Location
belfast
Date
23/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
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
Reviewer
Jim Middleton
Location
Poole Dorset
Date
22/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Slow broadband speed paying for 50Mbs receiving on average 2.1 Mbs.
Reviewer
J Robson
Location
Aldridge
Date
22/09/2015
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
firoozeh
Location
Hampshire
Date
22/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Too expensive and still not getting the best service.
The worst customer service ever.
Not a happy customer at all.
Reviewer
harish kumar
Location
Sutton
Date
21/09/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I am very dissatisfied when it comes to virgin media's customer service and helpfulness to existing customers.
I have referred a friends but at that time virgin was not having their finer optic in the locality and just a month after they went through back channel communication and did a deal without paying anything to me.
But i am satisfied with their broadband and tv package although it is costly comparing to others. But when i though of going with virgin mobile, on their most of the link they say they have special offers for existing customers but when i called them up they did not offer anything. It is the same price which is available to anyone in the market.
I don't want to do bargain by treating i will dis-continue with them right now, but surely will not do next contract for sure once the current is over. It will be only because of their too poor customer service and no offer of existing customers.
Reviewer
Troy Edwards
Location
Birmingham
Date
20/09/2015
Comments:
I have to say I joined Virgin media a few years back and then all was good, broadband was fine and more than usable even in peek times. It was tweaked to 30 mbps and still all good and more than adequate for Apple tv and any other computing items and coping well with HD downloads. Early this year Virgin again tweaked the broadband to 50 mbps needles to say to compete with the now upcoming BT and sky 38 mb services and I thought brilliant another tweak in speed and with greater use of Internet tv services and interest in 4k tv through Netflix I was over the moon, sadly it wasn't to be as I started to notice that my broadband wasn't anywhere near doing what it should. I ran tests and found that I was pulling between 0.25-3.5 mbps and this was consistent daily. I reset the router and even changed the frequency as advised buy Virgin and no joy. I left it for a while and thought perhaps it's one of those things but the speed just seemed to get worse so I contacted Virgin media direct... At first they told me there were no issue in the area but after pressing matters they admitted the road needed digging up and they were awaiting permission from the council to do the upgrade then they gave me a £7 reduction which I had to contact them every month to apply to the account and for there problem which they kept under wraps. Even more frustrating were there price hikes.. You get a discount for the issue then within weeks you get an e mail saying something was going up. I have since tried to contact them only to be cut off after waiting on numerous occasions and other issue I had were when my wife left I wad in personal hell and because I was a week late on payment and despite me phoning them they happily slapped a late payment fee and cut me off for a whole 2 days even though I had never had payment issues ever in the past either. I have now had to go down the rout of e mail complaints and filling in online forms which generally I get a sorry and no action taken. Virgin treat there customers in a poor way and as soon as I can I am leaving, if anyone reads this thinking of moving to them then I ask you to go online and check the daily comments on there site on face book and every day you see the same with people paying top dollar fir there 150 mbps service and pulling about 1% of that. I have previously been with sky and although I have had my moans they did seem vastly more pro active in helping and even through the credit crunch after I contacted them to suspend services they managed to sort something out with the monies I had already paid and I paid next to nothing for 6 months but they had never ever suspended services if I had called in. So my advice is " DON'T EVER SIGN UP WITH VIRGIN, THEY SUCK YOU IN THEN ONCE YOU SIGN WILL TREAT YOU POORLEY AND TAKE YOU FOR EVERYTHING'
Reviewer
Arun
Location
Stoke
Date
18/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
SHIT ..............PLEASE DO CHOOSE IT
Reviewer
Dave H
Location
Rochester Kent
Date
17/09/2015
Ratings
Satisfaction
1.00 stars
Comments:
Worse than useless.
Booked an installation date more than one month before I moved and was promised connection on the day with a flashy series of countdown emails for weeks.
The day before I moved they called to tell me the "cable in my road didn't have sufficient capacity so they will be delighted to connect me in 6 weeks time"
No phone and no internet and I do some of my work from home!
Gone with another provider and advise everyone to avoid this appalling company!
Reviewer
Thom F
Location
Edinburgh
Date
16/09/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
What I really dislike about this company is the Customer Service. When attempting to change my contract recently it took 90 minutes on the phone and nine times I had to request the change before they would actually do it. When something goes wrong with my service I shudder at the thought of having to phone them. Come on Virgin Media - you wouldn't get away with this behaviour in any other industry - sort yourselves out and treat customers with service, respect and dignity.
Reviewer
Paul
Location
Rotherham
Date
15/09/2015
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've been with VM since the end of June this year ( 2015 ) and I am very pleased overall. The installation was quick and simple and the technicians showed me how it all works. I only had one problem so far and when I called the customer service they were nothing but helpful and sent a technician out within a few days.
Since then I've had great speeds both with downloading and gaming and no random drops which I frequently got with my previous provider.
Reviewer
siddhant rasaily
Location
FELTHAM
Date
15/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst customer service i have came across. The company agreed to installed the broadband and TV set-up box on 27th august 2015 and at the last moment, they are calling me and saying you have some construction issue as the wiring are damaged and they require 4-6 weeks to solve the issues so i got fed up i cancelled it. Then after few hours, i called them and asked them to renew my contract again and they agreed to install the thing on 16th September 2015 and now exactly 1 day before the main day they are calling me and telling me the same old sh*t. you have some problems with your wiring. I am just fed with this company and their bad service. I would recommend everyone not to get this service as you will suffer real bad as the way i am suffering. How poorly managed the company and i am devastated by the fact that they already knew we had some issues with the wiring. Why didn't they worked their a** off before.
Reviewer
farik
Location
lodon
Date
15/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
VERY VERY VERY BAD.The worse company ever!!!!!
Don't recommend not even to my worse friend!
They renewed my contract without my authorisation
The customer services is always bad
Reviewer
Louis
Location
London
Date
15/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
After a 2 month wait for install I received a voicemail saying it would take 'around 6 weeks' longer, after that I would need to rebook the install. Worst experience ever for getting internet installed at a property.
Reviewer
Ruqaiyah Shabir
Location
Birmingham, UK
Date
14/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin media is a pile of fucking shit. They're fucking useless, shitty customer service from patronising idiots and the shittest wifi strenght ever. Don't get sucked into their ads.
Reviewer
Martin
Location
Kettering
Date
14/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service, unreliable Broadband, expensive TV compared to Sky, Poor customer services, Avoid like the plague. Wish I was out of contract, I would jump ship tomorrow. Dont believe the 150mb nonesense, you will never get that speed.
Reviewer
greg huggins
Location
TF1 5FE Ketley shropshire
Date
14/09/2015
Ratings
Speed
1.00 stars
Comments:
at present we are running at 0.96mb should be according to the blurb 80.0 sadley lacking
Reviewer
Martin
Location
Kettering
Date
14/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really poor service in our area, supposed to be " UP to 150mb " , do well to get 30mb, and thats when its not dropping out everyday. DONT RELY ON THIS FOR GAMING, you will be disappointed. Customer services are also useless with the " we'll run some checks " standard pap. Hope BT/Sky get Fibre in our area soon so I can get away from Virgin once and for all.
Reviewer
Clifford
Location
Slough
Date
12/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
It seems that since virgin was purchased by talktalk the broadband service has fallen apart.
The reliability of the the service is rubbish, down time is excessive every couple of days no internet connection.
My advice, steer clear of virgin media broadband. I would not recommend them to my worst enemy.
The worst thing, they expect you to put up with the rubbish service and still pay the bill each month.
Avoid, avoid..... You have been warned. I'm tied into a contract and cannot exscape....don't risk the same.
Reviewer
mark
Location
london
Date
12/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband shut down when you need it most, rubbish speed. Avoid.
Reviewer
Anonymous
Location
No
Date
12/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible
Reviewer
ash
Location
london
Date
11/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT GIVE THIS COMPANY YOUR BUSINESS - THE INTERNET THAT I HAVE IS RUBBISH AND EVERY MONTH WHEN I CALL THEY DON'T WANT TO HELP. TONIGHT THE GUY FROM INDIA IS SAYING I HAVE TO PUT UP WITH THE SPEED. STAY WELL AWAY YOU BUY 100SPEED AND GET 30. FUNNY THING IS YOU GET 100SPEED FOR THE FIRST 14 DAYS (COOLING OFF PERIOD) AND THAN AFTER THAT THEY REDUCE THE SPEED. STAY AWAY....
Reviewer
Iain
Location
Leeds
Date
11/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I signed up to Virgin Media and after two months of erratic provision I have attempted to contact help and support and concluded it does not exist. The doomed legends stating THIS PAGE CANNOT BE DISPLAYED and OUR AGENTS ARE ALL BUSY is imprinted firmly in my tired brain. If this is a provider purporting to be one of the best then incompetence and delusions of adequacy prevail.
Reviewer
Agnieszka
Location
Glasgow
Date
11/09/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I don't have any major issues with broadband or their tv bundle except that is not worth the money they charge you but what i do have an issue with is their rotten customer service. I was practicly shouted at for wanting to leave. Rude and aggressive and for that reason i really wouldn't recommend them to any one!!!
Reviewer
David Smith
Location
Nr Manchester
Date
11/09/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
No phone for over 2 days now.... Engineer went off one day, I complained unbeknown to me a engineer was booked. Got on to technical in mdeed there was a network fault and the phone returned within the time quoted!
The next day an engineer rang, 'doing some test' the line will go dead for 10 mins. and it comes back cancel the appointment - it never came back 2 day's is a very long 10 minutes.
#
Can I get it sorted.... you're welcomed to try. So I'm gonna notify the billing, notify the banks and suspend payments until it is and that I am refurbished the cash I spend on my mobile - over £15-00 worth to VM.
UTTER DISGRACE.
Reviewer
cw
Location
nottinghamshire
Date
07/09/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I was rather satisfied with Virgin until I moved home. They claimed that they could not schedule an openreach engineer to connect until 3 months after I moved. Yet another provider installed me within weeks. I told them that I would not pay the cancellation fee, given that they were not able to provide me with the service. Even before the deadline to pay the bill, I received a very threatening letter from a debt collecting company. I paid as I planned to on the last day and then told Virgin that I would bring the issue to the attention of ofcom. Then they paid me back. But that was little reward for the hours spent, waiting on the phone, being transferred from one service to a random other one trying to get rid of me complaining...
They may offer the best speed, the best deal, I will never go back to them.
Reviewer
Emma Hallett
Location
Date
07/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I felt that I wanted to have something in writing as I'm really disheartened by the customer service I have received in recent weeks and I have been advised over the phone that you do not accept complaints in writing.
On 25th July I called to enquire about changing my Big Kahuna package as I was unhappy with the second price rise in 6 months and felt that it was becoming expensive. Both myself and my husband (who works in IT) spoke with the representative and she was advising us of technical information which was incorrect. I felt she was bamboozling me with figures and was argumentative with my husband when he queried the technical information although he knows he is correct as that is his job. After the call we decided that we wanted to leave Virgin Media as we were unhappy with the price rises and the attitude of the member of staff.
Later that day I called back to request a cancellation of my contract and I asked for the final date which was confirmed as 13th August. From this I believed the contract would end on 12th September and waited for packaging to be sent to collect the boxes. I was not informed until today that the person I spoke to is not authorised to process disconnections and the only notes put on the system were to say I have requested information about cancelling. I know this to be incorrect as I requested the information during the first call, therefore it is illogical that I would request the same information twice in one day. I am extremely angry that I was not told during that call that I was speaking to the wrong person as I had gone through the automated system to the cancellations department.
At this point as far as I was concerned everything was going ahead with the cancellation. We arranged to have replacement services through Sky which were all installed in mid August. Therefore, all Virgin Media services have been unused since mid August. I accepted that there would be some crossover of services and I would need to pay for both contracts for approximately 1 month.
I was therefore very surprised to receive a full bill last Wednesday, covering up to 7th October. On Thursday I called to query the bill and was put through to customer relations. I explained the situation and was advised that the notes did not state that I had requested a cancellation which is why the bill had been produced. After a lengthy conversation explaining everything your representative said she could see that the services had been unused since mid August and agreed with me that it was illogical that I would make two calls in the same afternoon requesting the same information. At my request, after discussions with her manager, it was agreed that someone would listen to the recording of the call to verify my story and someone would call me back no later than Friday. I was happy with this situation as I knew I had requested the cancellation and the representative said that if my version of events was confirmed then the cancellation would be back dated to 25th July so the final date would be 24th August. If my version was proved incorrect the notice would be given from 3rd September.
As I had not received a call up to today I decided to chase this up and call in again. I was told today that the notes do not state I requested a cancellation (which I already knew) and therefore it had not been processed. I explained I was enquiring about the recording as discussed on Thursday to be told that the call will not be listened to as calls are not recorded for dispute resolution. I was also told that the second person I spoke to on 25th July is not authorised to cancel contracts, as far as I am concerned that should have been explained at the time not 6 weeks later. I explained that I was very upset and frustrated about the lack of consistency with what I have been told. The representative said there was nothing they could do except backdate the cancellation request to Thursday meaning I have to pay for services up to 2nd October even though I was expecting the contract to end on 12th September, meaning I have to pay for an extra 3 weeks.
Perhaps I was naive in not recording the calls myself but as a loyal customer of nearly 6 years I feel very let down. I have been made to feel that I am lying, because I can't prove the outcome of the calls made on 25th July I am to suffer financially. I made the second call on 25th July in good faith and I feel it is not in any way my fault that the person didn't inform me that they could not help me with the cancellation and either put me through to someone who could help or advise me to call back. The person I spoke to on Thursday I felt genuinely wanted to help and I was informed today she will get in trouble for trying to help by offering to have the call listened to (which was supported by her manager). I also find it baffling that you will not accept complaints in writing. I feel this has been a catelogue of poor and inconsistent customer service, with no regard for the fact the customer may be right. Simply because the notes state I did not request a cancellation there will be no investigation to check that I'm telling the truth. As I informed your representative today I will be writing to Ofcom and I will never consider being a Virgin Media customer in the future. As someone who has spent in excess of £800 a year on services for the past 5+ years would it have been so terrible to take me at my word and refund me the £62.50 to backdate the cancellation?
Reviewer
Wpops
Location
Leeds
Date
06/09/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Virgin are great until something breaks, and then they are completely useless. Worst customer service I've ever received- six 20-odd minutes calls out of seven were cut off, the 'we'll definitely fix it by 7pm tonight, honest' promise has turned into three days without broadband, and they've cancelled the engineer's visit on wednesday because they expected to have fixed it before then. They haven't. I'm moving to BT as soon as I can prove that they've breeched their contract to avoid disconnection charges.
Reviewer
verna zinclair
Location
70 Hawlands Rugby
Date
05/09/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
too expensive to contact customer services. I'm supposed to get a minimum of 40meg speed but I only get 22.6meg feel like I've been con'd
Reviewer
Aly
Location
Manchester
Date
04/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The broadband is running at 1 mb I'm paying for 50 mb my 02 iPhone runs at 25 mb no problems . Rang up to complain was told engineers are fixing it . However been 2 months now . Wanted to cancel contract was told I couldn't without a termination fee . Never again will I get Virgin . Going back to good old BT .
Reviewer
John Jones
Location
London
Date
02/09/2015
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I pay for 60Mbps... I get 10, on a good day. Often times it fluctuates between 3 and 10 and come 6pm you get the rare opportunity to experience the internet at the dial up speeds of the early 00's.
Reviewer
nicola
Location
West Yorkshire
Date
02/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I Ave been with virgin foe over 2 years Andy bills Ave never gone out on te due to when I get paid but now this new thing in place where they block u from watching 1 thru 5 is disgusting as well as suspending ure services u Ave a banner thru 5 channels constantly until the bill is paid so these are also not watchable and been advised it cannot be removed until bill is paid this is a joke not only do we Ave to pay for free view channels with them but now one to five I've just cancelled account with them and would not recommend them to anyone
Reviewer
Emil
Location
London
Date
01/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I went with Virgin Because the supposedly have a good reputation for customer service. What a load of SHIT that turned out to be!!
I go lies upon lies, followed by covering their back, followed by a £79 fine for trying to get out of the contract even though I had already asked them not to extend the contract (and having virgin media in my new place). They expected me to pay for internet at both my old address and my new one. They are crooks and pirates and I would go nowhere near them!
Reviewer
scott
Location
Birmingham
Date
01/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Helen
Location
Fenton
Date
31/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I find Virgin Media extremely frustrating, every time I want to watch TV I have to phone them up in order for them to send signals to the box. The TV stops working every 2 to 3 days.I am constantly being told different information by there customer service team. I was a customer of SKY in my last property and had no issues what so ever, I would highly recommend using Sky or Talk Talk as your provider as Virgin is not worth the money and grief.
Reviewer
Sam
Location
Brighton
Date
29/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer service I have ever experienced and the most unreliable broadband. Will never go with them again and will be leaving them as soon as my contract is up
Reviewer
James
Location
Halesowen
Date
29/08/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Broad band is ok but when you have a problem there is minimal support. If you have a games console or like to watch films I wouldn't bother as the service is just to unreliable.Trying to complain is nearly impossible. I would not recommend .
Reviewer
Mitch
Location
Guildford
Date
28/08/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
This company are misleading in everything they say to you. They sell Virgin as a simplistic thing but the moment you need to contact them after having it installed it is a nightmare to deal with them. We moved house and wanted to take our Virgin contract with us and I was told they will survey the new flat, and call me to confirm an install date etc. Then over a week later I receive a call stating my new property can't have virgin and my contract will be terminated. I also incur a £52 charge for ending my contract early! I didn't really get much choice though. Unimpressed at the lack of help they gave and withholding of information.
Reviewer
Barbara
Location
Edenbridge
Date
28/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media are complete rubbish! I've had problems with my mobile, especially when I am abroad. The sound on my TV doesn't work (though sound with my DVD player does, so it's not the TV). My broad band keeps shutting down almost every night now since they changed their format on the e-mail site a few weeks ago. What on earth is happening to them. I'm about to change everything and dump Virgin Media for good.
Reviewer
Emily
Location
Manchester
Date
27/08/2015
Comments:
Told me I was able to an early upgrade bu after keeping me on the phone for house putting me on hold told me I couldn't have it !!! Bag of shit
Reviewer
Simon A
Location
Silvertown London
Date
25/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Recently registered with Virgin Media, kind of regretting it, the service has been poor so far. The connecting engineers were disrespectful when connecting up the the service initially. It took a long time for the service to get up and running. Since connecting 4 weeks ago i've had the service disconnected because of administration error at Virgin. getting through to Virgin Customer services has been really difficult, long waiting times to speak to an agent what ever time of day I call. Each time I call I have to navigate my way through a clunky automated voice system that doesn't offer the option that I need. When getting through to an agent the room it's always noisy their end, difficult to hear the agent. I've been promised reconnection 4-5 times, still not happened yet. And when the "5G" service was actually running, wasn't as fast as my previous 4G service anyway, previous service was responsive and very fast. Reminds me of how TalkTalk use to be when they first launched. Wowful
Reviewer
Graham
Location
Date
25/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
When it works the broadband is very fast. However, it frequently goes down and when it does you get zero customer support.
If you ever have to call them you're left waiting for ages before dealing with staff who barely understand English, and who constantly either provide inaccurate information or get things wrong.
Reviewer
Richard Franklin
Location
Southampton
Date
25/08/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I lost internet and tv for six days due to an external fault which is far too long. Have Virgin got their priorities right? Employ more engineers rather than spend millions on sending wealthy people into space? I am seriously thinking of changing my internet provider.
Reviewer
Richard Franklin
Location
Southampton
Date
25/08/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I lost internet and tv for six days due to an external fault which is far too long. Have Virgin got their priorities right? Employ more engineers rather than spend millions on sending wealthy people into space? I am seriously thinking of changing my internet provider.
Reviewer
Vad
Location
Northampton
Date
25/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
just in 2 days of tryings hardly contacted help line to solve the issue with my broadband and was told there is an problem in our area, what i was never told about.. no letters or emails about it. also will never get refund for days with no internet.. also problem not solved spend 30mins on the phone and just got annoyed.. when it works fine its quick, but you gonna smile till you experience cuts out and disconnection problems and that happens often.
Reviewer
Pamela
Location
Edinburgh
Date
23/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Just spoke to a rude and arrogant agent called Matthew, a so-called Manager at Virgin Media in the laughingly referred to "Customer Service Department" I complained about the fact that for the 2nd time they have not set up my DD as promised and then charged late payment and handling fee, again. He does not seem to have read the company Complaints Handling Procedure. I have been a customer with Telewest and then Virgin for over 20 years. I will not be renewing my contract after Xmas.
Reviewer
Dan
Location
Harrow
Date
22/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Worst service ever. Keeps disconnecting, you can't work and slow as hell sometimes. Stay AWAY from virgin media , and I propose all of you just move away from their service and I do hope they don't get another customer ever, because they don't deserve it.
When the internet is working is working at below advertised speed , and then more then once hangs up. I reinstalled the windows operating system. Still same problem.
Reviewer
wes
Location
london
Date
22/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Anyone but Virgin. Possibly the worst customer service I have ever experienced from such a global giant. Shocking is not a strong enough word. If you can get someone else do it. I am a very patient and quite person who does not get up set by much. However the daylight robbery of our money for the service provided leaves me upset. Never a stable connection and when you call CS it would appear they are only interested in getting you off the phone. Thanks Richard. Time to clean house I think.
Reviewer
wes
Location
london
Date
22/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Anyone but Virgin. Possibly the worst customer service I have ever experienced from such a global giant. Shocking is not a strong enough word. If you can get someone else do it. I am a very patient and quite person who does not get up set by much. However the daylight robbery of our money for the service provided leaves me upset. Never a stable connection and when you call CS it would appear they are only interested in getting you off the phone. Thanks Richard. Time to clean house I think.
Reviewer
Bob
Location
England
Date
20/08/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Very fast broadband can load 1080p youtube videos in less than a second without buffering however, some days the internet stops working and I have to restart but it is not happening as much as it use to. The customer service is awful. If you tell there is a problem with the internet, they will say restart your router and wait 30 seconds. Sometimes you get people who have no clue what they are talking about after waiting hours on hold! Bad customer service and great broadband
Reviewer
Zoe
Location
Westyorjshire
Date
19/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been virgin since 2008 same package doubled in price now L tv and 20mb unlimited no telephone£45 month.Internet very slow test daily only get 8.01 max 14mb forever going off if they contact me they want me to sign up for telephone up my speed to 50mb but they want more money.I could switch but I don't really need telephone with household bills rising think do really need tv anymore could do with freeview just have net.Prob be cheaper have someone else install phone and 12months free broadband I will be contacting virgin about slow broadband pay for 20mb should get that no better treated for stay loyal customer for 7 years cost £550 year I bet I could reduce by half
Reviewer
eliza
Location
london
Date
19/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company I have ever dealt with. Their customer service is useless and they keep sendibg engineers who can't fix anything. Will cancel the contract ASAP, stay away. They are time wasters and you will never be online again.
Reviewer
eliza
Location
london
Date
19/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company I have ever dealt with. Their customer service is useless and they keep sendibg engineers who can't fix anything. Will cancel the contract ASAP, stay away. They are time wasters and you will never be online again.
Reviewer
Paul
Location
Brighton
Date
19/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I'll be changing as soon as I can!!! These people know nothing about customer service. Had an almost monthly problem where they take my direct debit, send it back the next day then disconnect me... Then I have to ring them with my card to sort it out and wait 2 days for service again! Plus they make you feel like you've robbed them or something when you do call. And when I have service it's hardly reliable, sure its fast when it works... I'd rather have no broadband then pay them any more money!
Reviewer
Joe George
Location
Cambridge
Date
19/08/2015
Comments:
i signed initally for a 18 months contract with virgin media on Feb 2014, which end on August 2015. On Feb 2015, i decided to move the house and the virgin customer service department, mentioned that they will move the virgin services to my new address and i have to stick with Virgin untill August 2015. When i tried to cancel the contract on August 2015, i was informed that they have signed a new contract untill Feb 2016, without my concern.
i contacted the Virgin outbounds department on 06/08 and was informed that, i can end my contract with a 30 day notice, however when contacted later, they informed that i have to be with the virgin media untill Feb 2016. The customer service department is really misleading and untrained.
Reviewer
Joe George
Location
Cambridge
Date
19/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i signed initally for a 18 months contract with virgin media on Feb 2014, which end on August 2015. On Feb 2015, i decided to move the house and the virgin customer service department, mentioned that they will move the virgin services to my new address and i have to stick with Virgin untill August 2015. When i tried to cancel the contract on August 2015, i was informed that they have signed a new contract untill Feb 2016, without my concern.
i contacted the Virgin outbounds department on 06/08 and was informed that, i can end my contract with a 30 day notice, however when contacted later, they informed that i have to be with the virgin media untill Feb 2016.
Reviewer
Darsh
Location
London
Date
18/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Absolute shambles. Virgin were supposed to install fibreoptic in my area 3 months ago when we moved home. After weeks of chasing, we found they installed Broadband on a road called Ormond Crescent rather than our road - Ormond Avenue. I'm not joking!
They went to the same numbered house on Ormond Crescent and drilled through a wall belonging to the elderly owner whilst she wasn't in.
No installation has yet happened and we have been without internet, phone and tv for 3 months. You could not make this up.
Reviewer
J Benjamin
Location
Croydon
Date
18/08/2015
Ratings
Customer Service
1.00 stars
Comments:
I would not recommend that anyone go with Virgin Media or stay with them. RUN A MILE if you can. They do not care about their customers and their service is much less than terrible. Today I sat in my auntie's house who os over 80 years old. I went on behalf of her because Virgin Media were due to install a brand new up to date router because she was still being charged on the old blue yonder broadband provider which was not providing her with an acceptable service. We were told that they would come between 1 and 6pm. By 6.00 they hadn't arrived and we did not receive a phone call to explain where the engineer was or what was going on. I was told by Virgin Media at 5.50 that the engineer had stated in his system that 'he was on his way'. I asked her where he was coming from and how long he would be.She couldn't say because she didn't know. At 6.30 I rang AGAIN!. This time I asked to speak with a manager.The woman told me to explain the complaint and then she would put a mangaer on. After I told her that the engineer hadnt turned up, she tried to fob me off with....'Oh we usually tell our customers that sometimes they may run a little late'. The time was now 6.30pm and at 5.50pm I was told that he was on his way. At 7.00pm, the engineer still hadn't arrived. I rang for the third time and asked to speak with a manager. Someone called Johnathan claiming to be a manager told me that he couldnt locate him (CAN YOU BELIEVE THAT!) A worker couldnt be located. Ive nver heard of such nonsense before. They couldnt contact him but'He was held up in a job!'That is not what I was told before. Now this Johnathan was telling me that he was down to still come. Dearest customers, I had made plans, my auntie had made plans for after 6.00 bu we couldn't keep to our plans because Virgin Media has mucked up our day. I have never ever experienced from any provider such an awful,uncaring and unprofessional behaviour. My auntie cancelled Virgin Media and is now with sky broadband. I am also with sky broadband and they are amazing!!!So, speaking from experience.....leave Virgin Media and their crap service alone.
Reviewer
Peachied
Location
Wakefield
Date
18/08/2015
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been with Virgin since 2009. It has cost me £6618.20 in fees for TV, Broadband and telephone. They now want £130 disconnection fee as we are moving house, taking the grand total to just under £7000. The broadband speed and service is pretty good in my area. They have said putting cable in my new street, which is less than a mile away is 'not a priority'. They put your bill up a few times a year and if you refuse to pay, they put you on a new 12 month contract, which is where my problem arises. I don't want to leave them, but have been forced to. Please be aware that if you make changes, you will be given a 12 month contract addition. REFUSE at all costs.
Reviewer
Uzama Anwar
Location
Reading
Date
15/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish Interet, Rubbish and rude customer services. Disconnected internet and they were still charging us for phone line. Its customer agent promised to refund then second one said after few days. Stay away from them.
Reviewer
Vrinda
Location
Bexleyheath
Date
14/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalling speed! No value for money!
Reviewer
natalie
Location
westmidlands
Date
14/08/2015
Comments:
Ur a big waste of space. Firstly u order the package with the phone line. A engineer came out and fixed me new boxes in.but no phone line phone up a few mths late to ask about it they said he did. Then phone back up again and got put though to the phone department and they booked a date for someone to come out and but the phone line. They never turn up not happy one bit stayed in all god dame day too. So phoned again like I've got money to waste keep phoning them It would of been free if I only got my phone line what they should of done the 1st time.and get it re booked. They came this time.so we phoned on the phone line so it was free to ask them if we get any money back for not having a phone line in for 2 yrs as we was still paying for the phone line for all this time and they so no.and now to top it all off I've got paid my bill yet it's been 2 day and I've got a big dirty sign jumping all over my tv screen so can not even watch chanel 1-5 what is free and I paid me tv licence for. This is the 1st I've every had this on my tv in over 2 yrs and I never pay my bill on time. Sort ur shit out and get this sign off me tv and I'm watch free chanel aswell.
Reviewer
P Bell
Location
Leicester
Date
14/08/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I'm now on, allegedly 100Mb download speed but, if anything, it's slower than it used to be. It's not a problem with the PC - speed tests online confirm I'm often getting only 15Mb. Using BBC IPlayer, I've noticed increasing problems with HD programs. Both TV and PC connected to the modem with ethernet cable. I'm simply not getting the speed that Virgin have promised--and which I pay a premium for. A very disatisfied customer. Waiting times to speak to someone in Customer service also way too long.
Reviewer
Sam
Location
Lincoln
Date
14/08/2015
Comments:
I cannot rate these because I am so upset with Virgin they should be ashamed of themselves. They have called my a liar and said I have upgraded to receive sports and increased my monthly bill by £55.00 which has caused my to be charged in my bank. I have not upgraded I don't even like sports! I called them and they will not refund me. This is theft the guy at the call center the manager wouldn't help me and said I had to write in to complain. They make complaining as difficult as possible, which is really bad customer service, they should want to know if they have upset their customers. I am going to get my money back £110.00 they have taken from my bank account it is day light robbery! Richard Branston should be ashamed for stealing off poor people! I am leaving Virgin and will set up with another service provider. I will never use another virgin product as long as i live. i feel so angry and upset by this.
Reviewer
Zak
Location
nottingham
Date
12/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I signd up with V-midea abouthe 7months ago, all was good, had very little problems until I moved house..
I got myself a new build property, I told VM that I will be moving and I was told to ring them back before I move so I can transfer all my services over. So I rang them and they took my post code to which they said your house does not seem to have a cable connection so you can't have our services there. They said they will send a engineer out to confirm.
I was 1st told it would be 5-7 days so I thought that's fine it give me time to settle in. 6days went past with no call or news, so I phone them the guy then says sorry you was misinformed it can be up to 2weeks annoying but this like this happen. 2weeks went past and am still without my services. I phoned them again to ask what's going on as am still payin for the services. The guy then said it can take up to 2months. I said thats not fair how can you charge me for something am not getting. The guy them said you can cancel if you want. I said ok that's probably the best thing to do.. He said no problem it's a 250 cancellation fee. What the hell :@ so this is where am at. It's been 2weeks and 2days. I have had no phone call or email. Also have no Internet, phone or t.v but am still paying for them. Every call I make to them I's worse then the last. They where fast to install when I first went with them. But now they couldn't care less about me. The no they have trapped me in a contract and are now just taking the PI## with me. So far I have phoned then 5x and all I keep getting is you have to wait and it could be up to 2months. Am 26 and this is the 1st time I have moved and I can honestly say the most stressful thing off it all is having to deal with V,m. I will update as thing go on just so people can see how they have/will deal with this. I am ringing them again today to see if can actually get somewhere. My cousin had a similar problem with sky but the biggest difference was they had a engineer out within 4days and postponed his services and told him he would no be charged until they. Know if he can get sky
Reviewer
David
Location
Eltham
Date
11/08/2015
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I have never done a review and I've been with Virgin media broadband since last year and well I'm going to leave and get a new provider they really are very bad every day my internet goes down every day they say the same thing we found a fault after fixing the last fault and this is a new fault and will be fixed in 6 days this has been going on for almost a year I was with a provider for 6 years and it went down once virgin media everyday for a year the fact I have never done a review before and that should say a lot about how bad they have been i hope you take note of this review but even more that virgin media take note and provide what we pay for, it's a real shame
Reviewer
Suzan
Location
London
Date
11/08/2015
Ratings
Satisfaction
1.00 stars
Comments:
The worse company ever!!!!!
Don't recommend not even to my worse friend!
They renewed my contract without my authorisation
The customer services is always bad
You can call 100000 times and every time you'll received different information and bad bad communication skills. It looks like no one know what that he'll they are doing!
I'm contacting ombudsman because my problem looks like no one can resolve!
People don't take this service EVER!
I made the mistake for lower prices I've changed sky which I had for 9 years without ANY problems and I've changed to save money however this company prove to me that cheaper cost you more!
Don't use this service!!!!!!
Reviewer
old customer
Location
UK
Date
10/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
after leaving Virgin Media due to the helpful way they sold me off to Talk Talk, I now find out that their ebilling system has been hacked - maybe mid July 2015 - they cant tell me if I have been compromised or not. they have account details; passwords; maybe copy bills in .pdf format with my home address on.
I understand it is their system that got compromised. letter only comes 2 weeks after the breach!
Reviewer
Elaine
Location
County Antrim, NI
Date
09/08/2015
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with virgin for about 8 years now with Broadband, TV and phone package. Although its a little pricey, I've never had any complaints with broadband speed or reliability. I had one issue about 2 years ago when my service completely stopped working, but this was fixed 2 days later by an engineer, free of charge. The only issue that I have ever had, is sometimes the customer service agents are a little difficult to understand due to speaking in broken English, but apart from that it has all been good (and long may it last)
Reviewer
R
Location
Lincoln
Date
08/08/2015
Ratings
Speed
5.00 stars
Comments:
Virgin media provide very fast broadband... sometimes. If you don't care about your internet dropping out for 2 minutes every 40 minutes or so then you should go with virgin. Unless of course you want a technical call center that can actually listen to you instead of trying the same thing every time you call which didn't fix the problem the first time. I personally feel a half hour wait for the complaints department is excessive but that's probably due to the number of people calling about their poor service.
Reviewer
Aslam Aly
Location
Leicester
Date
08/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service is rubbish!! When joining, they were all sweet and when we were not informed about procedures when the 18 month contract finished, then the department indrirectly called us liars!! Never going back!!
Reviewer
D Moorcraft
Location
Penarth S Wales
Date
08/08/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Actual broadband performance Good, and when fault appeared, fixed promptly.
My Big Complaint is that when I tried to inform them that I was moving- I HAD to phone them - no other choice - pressed correct buttons, waited ages - eventually ended up with lady in India - who only dealt with mobile phones !
Customer Service POOR !
Reviewer
Gary Johnson
Location
Cardiff & Great Yarmouth
Date
06/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
My daughter, a student in Cardiff had a 9 month student contract, however, she is now at home in Great Yarmouth, she is still being charged for her account.
I contacted Virgin on her behalf and after waiting nearly 20 minute to get through to customer "services" I was told that the contact still had to be terminated after the 9 months, they have refused to reimburse her account. This is very miss leading selling tactics to students up and down the country. I was put on hold for a supervisor (at my request) and because by now it was 9.00 pm the call was abruptly terminated and I was talking to myself on a dead line!! I will be terminating my home contract - so they will lose a customer of 5 years into the bargain - NOT VERY HAPPY, will NOT have anything to do with them in future, so to all the parents of students out there BE WARNED in Virgins terms a 9 moth contract is NOT 9 months, it is 9 months util YOU terminate the contract - A COMPLETE CON, from which they must make huge extra income for NOTHING
Reviewer
Bajer
Location
Nottingham
Date
06/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Nothing but problems. Broadband disconnects randomly for long periods. Speed is slower than sloth at busy times.
Customer service is non-existent only when we come to move house do they suddenly up their game. When they find out Virgin aren't where we are moving to, they offer this "third-party" service, who try to hard sell their package to us, and who keep calling and won't leave us alone. Lucky we only gave them the land-line number which is due for disconnection on Friday as part of our move.
Advice here - DO NOT sign up to Virgin.
Reviewer
Andras
Location
Hackney
Date
05/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst in my life.
I cannot recommend.
Very very bad and unreliable.
Cancel all the contract if you can.
Reviewer
Julie Fossey
Location
Watford
Date
05/08/2015
Ratings
Satisfaction
1.00 stars
Comments:
I have been very disappointed with the servic3 from virgin media. From start to finish it has been a complete fiasco. We have not got the package we signed ip for, our phone number was not transferred correctly and wedo not have all the sports channels that we were toldwe would have. A total shambles they did not even have any idea of the package we had or length of contract!!!
Reviewer
yvonne
Location
leicetershire
Date
03/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Absolute rubbish service , you have to wait at least half hour on phone to speak to someone in another country aboutyour complaint ,even when the fault is their incompetence !!avoid at all costs
Reviewer
Leila
Location
London
Date
03/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would really advise against virgin.
We were paying for 152 mb and actually only getting 6. When we called back up they'd say they would boost it for us and it would temporarily go to about 40mbs and then after an hour or so drop back down again.
They're highly difficult to deal with and really dishonest. I informed them I was moving out of my flatshare and wanted to transfer the account over to my flatmates who still lived there. 2 months later and it still hasn't been done. They're trying to make me pay a 60 quid disconnection fee and a 90 quid bill for the period of time that I haven't been living in the flat. Every person I speak to gives me a list of what they're do to help and then doesn't do it. They're truly truly awful. Do yourself a favour and steer completely clear of them unless you want to be cheated out of money.
Reviewer
Rowan
Location
West London
Date
03/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AWFUL - Just awful. I have been with them close to 5+years [ Broadband &Phone(which is another story - now with a new provider) ] Broadband has been on the slide for last 2yrs ? Customer service are USELESS. Most cannot speak english and (as someone has already mentioned) when you phone them the FIRST suggestion to remedy the problem is the drone "Have you rebooted / reset your router" - Umm YES - Have rebooted it HUGE number of times, how about re booting the managers and the staff at %£$%£Virgin ? Broadband speed is SLooow. I am supposed to get 100+mb and I will be lucky if I average 50% and as for upload speed - Rated at 5mb. Last 2 months especially, I have been having lots of problems. After a while you just give up phoning their "customer service" as they are next to useless. Wait time for someone to come out to rectify any faults is 4+days I have given them notice and going with a pricier provider, at least I know they are reliable and consistent. Unlike the disingenuous bunch at Virgin. Classic, after having requested a new router for the last 2 years and being told that "Router is fine". I finally gave them notice and immediately was told "oh, I can see you have a old router, we can send you a new one which should sort out the problems" !! Really -- Perhaps YOU should refer to the customer notes as to me asking YOU to send me a new router ? Oh, we can knock 5£ off the bill , ha, after having ripped me off with price increases and NO service improvement, not to mention that when you knocked some money off my mobile, you STILL took the full amount !! I had to keep ringing you to get the refund ?
SERIOUSLY = a VERY sad company which is going down. West London ( where I am based ) should have good internet connectivity - Right now - my the internet goes off aroud midnight. Then around 12pm it might come back ... While there status page shows "all is fine" "we are doing wonderful" - Disjointed, dysfunctional is what this bunch are - All I can suggest - AVOID AVOID AVOID
Reviewer
Dot
Location
Marton-In-Cleveland
Date
01/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
As pensioners, my husband and myself both have mobility issues and had to move home on my husbands health grounds. We had Virgin Media for a long time but the address we were moving to was a none Virgin cabled area, so we were unable to have any of the service transferred. I rang to explain that we were moving home for health reasons to ground floor accommodation and they said that we would have to pay the remainder of the contract. Even though there was no cabling in our new area, they said it was our fault for moving. I asked if it was not equally their fault for not being able to supply the service and they said no. Ten days before Christmas, we forced to pay £220 to terminate the contract or they would declare us in default. I wrote a letter of complaint and got nowhere other than to confirm what the telephone agent had said. Care and compassion? They've never heard of it!! Avoid!!
Reviewer
Location
newtownabbey
Date
30/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Reliability
1.00 stars
Comments:
virgin broadband is total balls ,5g my arse youtube constantly buffering everything slow biggest piece of crap sky broadband lots better was able to connect to wifi across street cant get wifi in front garden with virgin would advise anybody never to get virgin
Reviewer
Eugene
Location
Glasgow
Date
30/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
shit shit SHIT!!!! just got the 152mb fibre optic from virgin only for them to throttle ( slow down my internet ) every single day for more than 5+ hours avoid them like the plauge i cant even change because im under contract, fucking arseholes FUCK YOU!
Reviewer
Mike
Location
London
Date
29/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Virgin are rubbish
Slowest broadband in the land if it works at all.
Prepare to spend hours on the phone and never get through to customer services.
Very expensive.
Be warned if you leave you get passed onto debt collectors for money you do not owe.
Virgin I will never be using your company again for anything.
Reviewer
Spirit
Location
Leicester
Date
29/07/2015
Ratings
Reliability
2.00 stars
Comments:
I've been with cable since the ntl days. Pleasing service until nearly two years ago. Broadband painfully slow and TV non-existant. Waste of time battling over the phone and any threat of leaving is dismissed as a bluff. Do they think D/L of between 2.9 (mainly) and 9.4Mbs (a good day) is value for money on a 50Mb package? U/L even worse! My opinion is that they are fooling themselves in delusions of grandeur. The days of fast reliable service i think are over. It is now time to change provider.
Reviewer
Elite
Location
Northampton
Date
28/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really bad costumer service, they change your appointments when ever they want and costumer service shows big attitude!
Be careful before joining Virgin Media!!!
Reviewer
Jake
Location
London SW
Date
27/07/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Have been a customer for several years, because when it works it is hassle free and we have nothing else to compare it to, having not had cable TV and broadband from any other supplier. However...
'Customer service' is not only difficult/impossible to get through to, but often woefully inadequate or downright useless. We have been having problems with our broadband for a few days, which affects so much of what we do. Having booked an engineer to fix it, with very inflexible and wide time slots offered (surely with mobiles/email they can narrow the times down a bit ?), the engineer not only visited the wrong property, but also failed to alert the residents of that property to his arrival before leaving a 'you weren't in when i called' card. Trying to re-book an engineer took more than one hour on the telephone, to a call centre in India where English is far from a first language. By this time my normally placid, philosophical manner had turned to volcanic rage. I now have to wait another TWO DAYS for an engineer to come. Meanwhile, we are paying Virgin the normal direct debit because if we didn't, we would be cut off without argument. Any partial credit to our account for inconvenience etc will be limited to a daily rate which is inconsequential. All in all, very bad indeed.
Reviewer
chris
Location
sunderland
Date
23/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I dream of the day when I live in a country where I'm not ripped off by companies!50m phhh lucky to get 5. Basically virgin are over subscribing and can't keep up with demand and are reducing speed across the board to compensate!
Reviewer
andy
Location
bournemouth
Date
22/07/2015
Ratings
Satisfaction
1.00 stars
Comments:
I would never recommend anyone to use virgin business. I agreed to move fro BT to virgin because there was no superfast broadband yet in my area apart from virgin. So signed up for phone line and 152mb broadband. Was given a install date and took the day off work by 4.00pm no engineer so i called virgin and to my amazement they told me a engineer will not be coming now. if i had not called them i would have never known. So told them to cancell everything. They are totally incompetent and organised. Dont touch them
Reviewer
Paula B
Location
Manchester
Date
21/07/2015
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Good points:
- The set up process was simple.
- Customer service of installation staff was brilliant.
- Internet speeds were great (when internet was working). Could stream movies etc. on two devices at once with no problem.
- Online account useful to check bills/payments etc.
Bad points:
- Internet would cut off sometimes, and on occasion not reconnect for an entire day, even when Hub is restarted.
- Price increased by too much within the contract period. And was already a bit expensive in my opinion for the service being provided.
- Customer service I received over the phone was terrible. I couldn't understand the advisor (as his English was poor), and he couldn't understand my accent either. This made what should be a simple process of ending the contract unnecessarily complicated.
Cannot comment on parental controls as did not use them but they are offered.
Overall the broadband itself was great (speedwise) but at times unreliable, and customer service over the phone was awful.
Reviewer
Laura
Location
Leicester
Date
20/07/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The student packages from Virgin media are, like most student living packages, extortionate. For the price we were paying I expected fast and reliable broadband, instead we got slow and patchy. Most days we would have to start the day by turning the box off and on again to kickstart the wifi. Most weeks this had to be done numerous times. For a house full of students who have mountains of research to do each day, ensuring the broadband is working is at the back of our minds. This problem has occured every time I have used a virgin box, and unfortunately my new accommodation is exactly the same (we did not get a choice of broadband provider). Never again will I be using virgin for any kind of media, I can't trust it.
Reviewer
sakis
Location
London
Date
19/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
The service is unacceptable. Since we moved it got worst. We were told that we can be reconnected after 18days because there is no technician available earlier! We can't stay so many days with no internet and they don't care because we have a contract and if we want to resign we have to pay 120pounds! If they don't have enough staff they should get more because the customers can't wait for that long! Is unbelievable..we are in 2015! In London
Reviewer
Steve
Location
stevenage
Date
17/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a trying to terminate my account for over a week I had been left on hold hung up on and spoken to in ridiculously poor English.
The customer service is at best incompetent at worst a bunch of sadistic morons.
If you like spotty service and being ignored or generally treated poorly then these are the guys for you.
Reviewer
Laura
Location
Allan
Date
16/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
sheryle
Location
Leeds
Date
16/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
miss sold me, I bought the big bang deal and I have no channels what's so ever. I rung about this and was told there was nothing they could do except upgrade me and charge me more money, or cancel at a charge of £300. they have ripped me off badly and I am going to take this a lot further I can say be warned and don't go with them as soon as you have bought into the package its out of their hands. If I can take this to my solicitor I will be doing and prosing this further.
I am so angry with them and I will definitely be changing had nothing but trouble and problems ever since I get the shit.....
Reviewer
PIotr Dziubek
Location
Wakefield
Date
16/07/2015
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I was customer of Virgin, then switched to BT over poor service, now I'm back with Virgin due to low pricing and I'm filled with regrets. Even after changing all cables in my surrounding area few years ago internet still drops occasionaly for 2-3 hours showing green arrows on my router(always when you really need it); Furthermore connection speed is 100mbps only about 40% of times, rest of time it seems to be between 10-60 which is nothing like what it's supposed to be, also when trying to play games and download files(not torrent, just FTP) my latency instantly jumps to 300ms.
I've been calling engineers so many times that I cant count anymore, they kept changing devices around house but that's not the issue here, neither are the computers(never had problem with BT).... In general if anyone wants to go for Virgin media i'd suggest to pay a bit more and choose any other internet provider in your area, unless you've been told otherwise by experienced FRIEND not virgin media employee!
Reviewer
rob
Location
lewisham
Date
15/07/2015
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
not quite the fast speeds i expected. mostly very slow and often not enough speed to watch iplayer smoothly!
Reviewer
KEITH
Location
WALES
Date
15/07/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Sadly I am becoming annoyted with the poor and unreliable speed of Virgin Media Broadbacn Internet, Supposed to receive a speed of 50 , but barely getting 14. so will be looking to anothe rprovide shortly unless virgin media resolve asap.. Unsatisfied at the poor slow internet speed
Reviewer
chris
Location
yorkshire
Date
15/07/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Today I called virgin media to request that they transfer my currant package to my new address. We are having to move due to ill health. I was informed that they could not supply the system to the new address as they are not in the area. I was then informed that I would have to pay a cancellation fee for the remaining months of the contract. I feel that I should not have to pay this charge because it is not my fault that they do not supply to the area. I was also pressurised to use a company they recommend to find me deal with another supplier (Sky)and this would get me £100 worth of vouchers. I would also get a reward if I inform them of the new occupiers of my property, and then they can harass them. I would not recommend Virgin Media to anyone.
Reviewer
Harvey Barnard
Location
Portsmouth
Date
13/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Not long ago I renewed my contract with Virgin media for an iPhone 6. The phone makes me want to kill myself on a regular basis as it forgets my internet and always asks me for the password even though every time I connect the password should save. The option to remember my internet and to automatically connect is turned on yet it still fails to connect itself and sometimes it can't even pick up my internet. My internet is also with Virgin media and I hope that they fix their shitty internet
Reviewer
Alex Lloyd-Baker
Location
SW3
Date
13/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media's customer service is so bad I would strongly recommend that no one considers purchasing their broadband through them. I categorically have not had such a terrible experience in my life. In two weeks it will have been 6 months since I purchased Virgin Media and still I do not have it. The amount of contact I have had during this process has been appalling including not informing me of cancelled installation days - leaving me sitting at home for not reason at all. It is just not worth dealing with this company.
Reviewer
Nick
Location
Plymouth
Date
13/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Im on an 18month package with 6 months left, i currently pay £38 a month for tv with less choice than free view, phone which i don't use so in essence just broadband. Rang up to speak to an advisor who was extremely rude and arrogant. What started out to look like a good deal really was nt and fully regret it. The ti vo box is an absolute joke, records random crap, temperamental to use. I would nt recommend this service to anyone, i was offered to reduce my bill to £33 with some extra channels but with an additional 6 month contract, after speaking to the customer service rep i would nt give her the satisfaction...........What the hell happened to politeness over the phone, I'm sure Mr Branson would expect better
Reviewer
Tristan
Location
Enfield
Date
13/07/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I deal with Virgin Business lines and have it as home.
It is awful for both, delivery times are terrible, service is terrible and they are no longer cost effective any more =(. All round terrible for the last 4 years and getting even worse.
Reviewer
Josh
Location
Kingsteignton (Newton Abbot)
Date
13/07/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
- Probably the most unreliable internet provider out there.
- When it works, it's great...
- ...but that's barely ever.
- Customer service don't care about you, plus you'll get sick of seeing and hearing 'have you restarted your router?'
- Despite slowing their customers internet down to a halt almost every day, somehow they're still getting away with it.
I can guarantee when my contract runs out I'll be changing providers faster than you can say 'my internet has gone down again'.
Reviewer
Hanna
Location
North London
Date
12/07/2015
Comments:
Virgin Media broadband is a waste of money and a waste of time. The service is terrible, I got fooled by their advertisements. Please boycott them. They
deserve to be taught a lesson for fooling with people.
Reviewer
Overlander
Location
Thurrock, Essex
Date
12/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I.have been a customer for years and have fibre optic connection, the reliability of the service has become a concern for me. The Superhub speeds are very slow compared to fixed line. Ringing them everywhere at present to sort issues. Will be looking fo a new service provider shortly as even having problems writing this review.. Wifi speeds down to 1mb often yet fixed is 50mb.
Reviewer
Daniel
Location
Manchester
Date
10/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID LIKE THE PLAGUE.
Having been a customer for many years I called to cancel and was instead offered an amendment to my package that would make it cheaper. Great stuff! What wasnt explained was that i would be leaving my rolling contract and my switched to a 12 month contract (apparently it was in the fine print of a pack sent to me but not on the phone). Today i called to cancel my account due to moving house I was told that i would have to pay a cancellation fee of the full value of the remaining 6 month contract.
Asked to make a complaint and was told that although it wasnt explained on the phone it was sent to me by post (along with the usual other half dozen sales leaflets).
They then had the cheek to ask me if i had the name of the person moving in to my former home so they could notify them of future offers and deals. Told them to get real, absolute clowns.
Reviewer
B
Location
Raynes Park
Date
08/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
There are no words to describe the ineptitude of the staff working there let alone the speed of internet and the fact that the television gives up all the time necessitating a plug switch restart several times a day. Joy of joys. An absolute joke. Avoid unless you are into agonising waits for internet/television or are just plain wierd.
Reviewer
Dave Pringuer
Location
Brighton
Date
07/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After my internet keeps going down i thought i will attempt to use this appalling internet service to find some reviews and i am completely not shocked by others, the duration of when it decides to go down is awful, especially weekends, the signal strength is absolutely weak i have had stronger farts - a big stay away from this company
Reviewer
Gareth
Location
Belfast, NI
Date
05/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
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!
Reviewer
David Banfield
Location
Standlake
Date
05/07/2015
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a Virgin Media customer for years and have been happy with the broadband service. Unfortunately, I believe because of a switch to Talk Talk in our area, the service had become next to useless. With regret, I have changed my service provider. In defence of Virgin Customer Service, I must say that on every occasion they have been outstanding. They have been professional, polite and very helpful.
Reviewer
fred
Location
bedfordshire
Date
05/07/2015
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
All good apart from farming out of telephone calls for customer service.I needed an interpreter for help,ridiculous a company as big as this is providing a bad communications port between customer and help.
Reviewer
Jonathan South
Location
Glasgow
Date
05/07/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Constantly disconnects dozens of times a day current record is 137 times in one day. They used to be amazing but they over subscribed and now are awful but where I live their is no alternative as Openreach lines can't even do 1 mg/s
Reviewer
Iain
Location
Leeds
Date
03/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have just signed up for Virgin Media TV, broadband and phone and instantly regret it. They deny reasonable dialogue are totally unhelpful and have no basic human respect for subscribers.
Reviewer
Helen H
Location
Hove
Date
02/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
The broadband experience has been OK although very much below promised speeds with intermittent problems. It is the customer service which is the problem - execrable - and the very questionable practices they employ when recruiting new customers and changing existing ones to new packages. I have been a cable customer for many years and Virgin has had my business for most of those. After (yet another) large percentage price hike I called to complain and they persuaded me to change to another package which would be cheaper. I told them I was moving and I told them where (just a few streets away) and they said this should be fine. It is not fine. While they service the (small) road i am moving to they do not run cable to my particular house. So, despite my wanting to continue the contract, them telling me I would be able to continue the contract, and living in a major city in a road to which they supply cable - they will not supply it. No hard feelings there - except they want to charge me £140 for "breaching" my contract, a contract I would very much like to continue. You couldn't make it up. The complaints handler I spoke to talked to me like a rather naughty schoolgirl (I'm 60) dressing down a recalcitrant pupil. What terrible, terrible service.
Reviewer
Jon
Location
Stockport
Date
01/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I was due to move house and saw it as an ideal opportunity to leave virgin, they then gave me an offer I couldn't refuse (apparently) they offered me everything for a set price if I signed up for 18 months, I have never received everything and yet apparently i'm in a verbal contract with them because everything doesn't really mean everything, even though I asked if that meant all sports and movies on several occasions. I have complained several times but because I didn't within the cooling off period (7 days) im not entitled to it now. When you ring up the messages are never correct, the broadband service is woeful and customer service are rude and constantly speak over you. This is the worst company I have ever dealt with. A contract is a two way agreement and at no point have they fulfilled what they said they would. abysmal !! i'm advising everyone to stay clear
Reviewer
Jo
Location
Dorking, Surrey
Date
01/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I've been a Virgin Media customer since 2001. They are reliable ... reliably slow. I'm am now looking for other high speed providers, in spite of the headache of switching. I have never gotten anywhere near the advertised speeds (currently at 45 mb on what is supposed to be 152), have had numerous techs out, numerous calls to tech support. The final verdict is always that they've done everything they can and that those are the best speeds I will be able to get. Sick to death of their customer service, who are overextended and don't know what they are doing, they are simply following a script. Wait times are horrendous. Truly fraudulent advertising; the speeds they advertise are imaginary.
Reviewer
Andrew S
Location
Twickenham
Date
30/06/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I’ve been with Virgin Media for almost five years now with an average spend of around £50 per month in that time. That works out to around £3000 that I’ve spent on a service that has continually let me down. So you might be asking why am I still with them? Well initially, my company was paying for the Virgin Media service so when they first started letting me down with crackling on the phone line, I wasn’t really that bothered. It meant I didn’t have to speak to my colleagues as often! It took them about a year to solve the issue and everything was OK until recently again. At the start of the year 2015, I noticed the router would occasionally disconnect from the network and struggle to reconnect. Having called out the engineers several times and given one excuse after another, I am still having the issue 6 months on. It’s been getting worse over the past month. I called them today when my router was down, and during my conversation with a very hostile customer service lady, it came back on and she said there was nothing she could do now because everything was up and running again. I explained that this was an intermittent problem, but she really couldn’t care less. Now I’m having to decide to sacrifice speed for reliability by signing up to another provider.
The last engineer that came out was a nice man who explained that there was an issue with the line running from my property to the main box in the street. He said the cable would need changing so he booked this in for me. Funnily enough, which I suspect is down to the cost, he called me a day later to say that a network engineer had resolved the issue and the line would not need changing so he cancelled the job. My suspicions are that he got a rollicking from his superiors by even mentioning that option to me. It appears Virgin Media do not care about long standing customers. And why would they. I’ve given them so much cash, they couldn’t care less.
The intermittent problem aside, when my up to 100Mb line was working fine, it would often slow down considerably at peek times, so I could be watching Netflix in HD for it only to slow down and buffer. Yes they offer a very fast connection speed relative to the other providers but their customer service and dedication to resolving customer issues is really poor. I'm now looking to sign up with BT Infinity.
Reviewer
Kiki
Location
Morden
Date
29/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The number of times I have called since we've gotten this service to complain about both broadband and TV outrage is surreal for a provider that sees itself on a par with sky. This is absolutely crap. We have decided to cancel this shoddy service and move to bt broadband. Richard Branson you're an ass.
Reviewer
Imran
Location
Birmingham
Date
28/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Basically i had virgin broadband for ten years. Then all a sudden one day internet went and rangup customer service. The customer service sent a engineer and they said the cable has been chewed off and will habe to wait 4-6 weeks for planning permission. I thought fine i dont mind waiting. 10 months later i kid you not i swear to god no internet service only from my neighbour who i paid i had make do broadband. Here are a list i swear to god of there excuses over the 10 months. Need to get permission from council, need to get blue prints from bham airport as there are oil pipes, a total of 11 times construction team came out said we cannot fix ot yet the customer service team says they can. They send kids 18 year olds to do a job they not qualified too. The customer service team was appalong excuse after excuse once finally i snaped when the team said the engineer is coming and he 100 percent can fix it today. Waited took day off work and he dont show. Rang customer service they said sorry we cannot do it today we need blue prints from council will take 6 weeks. I told them to ************** and now i have BT hope it is better. Aboid Virgin honestly slow speeds too many people on my road have them is there excuse lame!!!!
Reviewer
JonnyN
Location
Belfast
Date
28/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
No
Location
No
Date
26/06/2015
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
It's terrible! I want sky back!
Reviewer
Karim Messaadia
Location
London
Date
25/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid worst service lately in UK
I want to leave Virgin because I'm having such serious problems with Virgin Media broadband. Obviously no service for a month is a completely unacceptable situation.
Ofcom's new voluntary code of practice requires that providers allow customers to leave their service if it's falling short of the lowest estimated speed given when you signed up. No connection at all would seem to fit that definition. There is a requirement that the provider be given a reasonable opportunity to resolve the problem, but 1 month does not seem a reasonable amount of time to be without service, let alone the 2 months it sounds like they're saying it could take.
Aggressive customer support and no empathy and understanding the issue customers facing,
Reviewer
Karim Messaadia
Location
Queens park
Date
24/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bad service from the start till now been with Virgin just over 3 months after no service at the moment and now need to wait one month to send someone try to fix it ? ????
I want to cancel and move to BT or Any others but you can't because I been told I'm in contract !!!??????
With no service ??? Very very bad ?? Don't even think to be with virgin (avoid)
Reviewer
Kamil Johnson
Location
London
Date
24/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely horrible ISP.
Brought the 100MBs 'Big' bundle, and awfully resentful of it.
On the 9th of june I purchased this bundle and was scheduled to receive the product installation on the 24th of june between 8am and 1pm. After waiting through a period of time whereby I consistently received messages from Virgin Media stating my account has been created and my contract was established I waited today at the allocated time and decided to call when the time had substantially passed their timing. According to the customer service agent, the connectivity in my area was reaching the capacity and hence my account was temporarily put on hold. Absolutely disgraceful for a company that prides itself on customer service. This experience may have not been as horrible if I was contacted prior to my time to inform me of the situation. I'm not sure what they were trying to do... perhaps to keep me ill informed and confused as to why my engineer did not show up?
Steer clear of this.
Reviewer
Jaclyn
Location
Surrey
Date
23/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have been a happy VirginMedia customer for years, mainly I would guess as I have n't changed anything with my service. Having moved and expected to simply transfer my service to my new house I feel totally let down. I have now had 4 scheduled visits (the last one was a no show despite lots of texts checking to make sure I was in). I have now been without internet or phone service for a month. On Friday I gave up and signed up with BT. An engineer called today to lay cables (something VirginMedia seem unable to do). I have an appointment to install in a couple of days. Virgin Customer Servive have been useless - not even able to explain why the engineer did not turn up. Even the CEO's office failed to get back to me despite promises on my escalation. The VirginMedia tweeter congratulated me on getting another appointment after my no show when my appointment was re-scheduled to 10 days later!! Talk about missing the point
Reviewer
Joseph Brown
Location
Cheltenham
Date
21/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We're coming up to the end of our 12 month contract with Virgin Media Broadband and it's a 12 months neither my wife and I cannot wait to end so we can take our business elsewhere. In short this has been a truly awful experience in terms of both connection speeds and customer service. Super Fast? More like "Super Slow", or in some case "not working at all". To compound the issue Virgin Media's customer service is completely unhelpful and of the several occasions I have phoned them over the course of the last 12 months, (even having an engineer come out), they have failed to find a solution, which leads me to believe that there simply isn't one. Their TV commercials are a lie and the only consistent thing about our time with Virgin Media has been them sucking £30 a month out of my account for a service that does not live up to their lofty claims. We were with Talk Talk previously and while not brilliant it was much faster and more stable than Virgin Media's "Super Fast Fibre Optic Broadband". If you're thinking of switching to Virgin Media for your broadband then I cannot emphasise enough that you simply go elsewhere. This is a shoddy company that is taking consumers for a ride with its false advertising of a product and service it simply does not deliver on. Avoid.
Reviewer
Azra Hakim
Location
Stanmore, Middlesex
Date
19/06/2015
Comments:
We were due to transfer to virgin phone, broadband and TV on 18th June 2015. Installer for internal connection kept appointment and was very helpful However installers to connect box simpler failed to keep appointment so we have no service luckily existing supplier of phone and Broadband did not discontinue service. I complained to Virgin and installers are due to come back on the Saturday meaning we have to cancel our weekend plans
Virgin promised seamless trouble free change.
This is anything but
Reviewer
Jeanette
Location
London
Date
18/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Nightmare company!!!
Avoid at all costs. Leave you waiting on phone for over an hour when there's a problem.
When you finally get through its very difficult to understand what they're saying as call centre is in India and unfortunately they employ people who hardly speak English.
Soooo frustrating.
Personally I've had enough.
Reviewer
Susan
Location
London
Date
18/06/2015
Comments:
Terrible service. No internet connection since a week, no answer from the technicians to repair it other than "wait to see if it comes back" I have cancelled my contract with Virgin and will have another week of no internet before the cancellation can go through.I am being reimbursed £7!! for 2 weeks of no internet!! - Don't bother with Virgin because they certainly won't bother to look after you!
Reviewer
Paul R
Location
Dincaster
Date
16/06/2015
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I moved from talk talk because it's was unreliable but Virgin is even worse. I work from home so rely on good broadband. Tonight I'm trying to watch Netflix and it's no go, again !!! It's advertised as the best broadband - in your dreams Richard!
Reviewer
CDeans
Location
Surrey
Date
16/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I am based in Guildford, Surrey and have been with Virgin Media for more than 8 years. Was happy with them for first 4 years, now increasingly dissatisfied with increasingly frequently downtimes, price hikes, with limited performance increases (despite promises after promises of 50MB speed upgrades).
I have not switched, but am on the verge of finding viable alternatives.
Reviewer
Joshua Mouncer
Location
Date
15/06/2015
Ratings
Satisfaction
2.00 stars
Reliability
2.00 stars
Comments:
Broadband is constantly being slowed down and Wifi is awful. The customer service is also appauling.
Would not recommend to anyone who is sane.
Reviewer
Nick Dufton
Location
Tunbridge Wells
Date
14/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Like many reviews on here that I have just read I am a fan of the speed but that is irrelevant if it keeps going down for hours at a time. I am almost convinced it is a ploy of VM to save their bandwidth for other activities or people paying a higher rate than I do.
Until 4 weeks ago my scoring would have been 5 for satisfaction and I have been with VM for years so was very happy. Customers Service was always excellent and they were apologetic when things did not work properly and they always got you up and running again and usually spoke the queens English but now I seem to always get someone from overseas dealing with my issues or someone who is quite rude (and I hope they have recorded those calls and dealt with the individuals properly!) and I am fed up with them telling me again to switch off, or unplug the black lead or in one case the white and black leads from the router. I am also fed up with calling the 0845 number and them saying they want to run some checks and immediately telling me that they cannot run them - WHAT IS THE P{POINT OF THAT.
Recently, the last 4 weeks, I have had to endure daily outages for up to 6 hours and after the on the phone "Tests" they run they book an engineer and then in a few hours time I get a text telling me they have found the problem and that the engineer has been cancelled and I get service again. EVERY DAY?????
I am, like man here, fed up with the lies, the problems and the fobbing off that I must find a reliable alternative.
Reviewer
Stuart
Location
Hartlepool
Date
14/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
We've been a customer of Virgin Media for well about 8 years after NTL went bust... And what a hair ripping 8 years it has been. Before I start, I'm going to say that this review will be based more on the morals and attitudes of Virgin, rather than their broadband service.
Firstly, all they care about is your money as a customer, rather than you as an individual. This is my biggest gripe with Virgin. Currently, we're paying £48.99 a month for 20 Megabit broadband and anytime phone. Absurd. The reason that we're still paying it is because no other ISP could before this time offer us faster broadband speeds, and we couldn't afford any slower Internet. So, we asked them how much it would cost to upgrade to 60Mb fibre; they said £20 EXTRA a month... So that's £68.99 a month they want for 60Mb fibre and anytime phone. Yet, a new customer can get all that PLUS TV for £20 a month less.
If you're a new customer to Virgin or thinking of moving, you'll have a great first year or for however long your contract is. But as soon as you're no longer new, they're gonna kick you in the wallet and with the service they provide.
The reliability of our Internet is insane, I would say we probably have about 60% uptime... Constantly resetting modems and routers as we're still using the NTL modem and a Netgear router, as they wanted even more money to replace them with Virgin's modem/router.
Their morals are based around getting as much money out of you as possible, with providing as little service as they can. Ever wondered why Virgin is one of the most profitable companies in the world, and why Mr. Branson has his own island? Well now you know, it all comes from your wallet.
Can say with huge relief that not two days ago BT posted a letter through our door saying they can finally offer us Infinity. Was on the phone immediately and made the switch.
Don't expect to stick with Virgin for very long, the second your contract is over they'll have new offers for new customers and all current or old customers will be thrown to the back of the priority list.
Reviewer
Angus
Location
london
Date
12/06/2015
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Comments:
keeps dropping, customer service poor, phone contact is 0800 number which on a mobile costs.
Reviewer
Malcolm
Location
Bovingdon, Herts
Date
11/06/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Been with them since NTL days, but starting to seriously think about leaving them.
My broadband has been down several times in last few weeks and twice down for 2 days at a time. I've just noticed on my last bill that they have credited me with a whole £2.22 as a 'goodwill gesture' for loss of service. Sorry Virgin Media, but you can stuff that offer where the sun don't shine! What an insult for having to put up with your lack of service.
Something else you should know. They have no idea when their service has gone down. The only way they can monitor this, is if enough people in your local area ring them to complain about loss of service. Call centre is in India (or similar) and they are dire. If you are one of the first to ring in, when the local service has gone down again, they treat it as if it's just you who has a problem and normally try and convince you that it's your computer that's at fault. Sadly for them, I know a bit about computers and the like, so they soon get told it's their bloody lack of service again.
Look on their website about how to make a complaint. Directs you to ring 150 from Virgin phone and there is no option there to complain. Found a number on Resolver website for Customer Services. Rung them and said I wanted to speak to somebody about a complaint. The girl said I needed to ask for a manager in the area for the reason for complaint and before I could say anything else, just redirected the call back into the 150 system. Clearly Customer Service don't have a clue what that title means!
AVOID!!
Reviewer
chris
Location
thurrock
Date
10/06/2015
Ratings
Speed
2.00 stars
Comments:
They SUCK.ABSOLUTLEY TERRIBLE these people have no regard for their customers wish i'd gone with another provider.I'm tied to a 100mb package and the download speed is nowhere near that.Customer service is useless , they just try to fob you off.PLEASE PLEASE PLEASE STAY AWAY.Do yourselves a favour go with another provider.Oh and did i mention they SUCK.
Reviewer
Lee Beddington-March
Location
Halesowen
Date
09/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Most expensive broadband out there - how do they justify it ... it's totally unreliable and it doesn't go down for 20 minutes whilst they jump on it, it's down for 12 or 24 hours at a time ..... I don't suppose they have to justify it, well it's about time they did like some kind of watchdog that would fine them for service disruption and pay compensation to the victims!!! It's a fraud so where are the police??
Reviewer
Matthew Shine
Location
London
Date
09/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
It's great! When it works...
So, for the last few Months, we have no TV, internet, or even phone for at least 2-3 days every single Month.
Then yesterday (Monday) morning everything dies again, and the service status says that TV and internet will be working by...wait for it... Friday afternoon! This isn't just us, it's the entire area!
In addition, it says the phone will not be working for another 7 days!
Avoid this company like the plague, use anyone else...anyone!
Reviewer
Andy
Location
Newtownabby
Date
09/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband been playing up got it fixed last week slow this week again.ran speed test 2.02mbps instead of up to 50m rang to get it sorted.did u run a test yes on phone u need a laptop or computer. Don't have computer or laptop test works fine on phone. You have to get a laptop or computer to do the test,so it's my job to test there broadband speed just cancelled after 15 year with virgin it's a joke
Reviewer
Patrick
Location
Farnborough
Date
08/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Moved from 30MB (which was stable) to new 50MB which is now very unstable. Lots of Marketing hype, but very poor service delivery. This is not a technical issue but a Contention issue! Not enough bandwidth for each customer. Don't blame the Virgin brand...blame the new owners LIBERTY GLOBAL (USA)....complain to them as they hide in the shadow of the Virgin brand. IMHO - They are squeezing out profit from their new Virgin acquisition at the expense of the customers, hence why they now have an awful service!! Feel sorry for the operational personnel as they are not empowered to help customers and with limited technical availability to assist them...must be awful for them too. It won't get better until customers complain to Liberty Global directly and show disdain for their service delivery. Moan at their company not Virgin, which is just a brand name
Reviewer
john
Location
rednal birmingham
Date
08/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
rubbish, don't believe the speeds they tell you and poor reliability
Reviewer
Alistair Brown
Location
Shiplyey, West Yorkshire
Date
05/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Dreadful, absolutely atrocious.
A simple task of cancelling my account (I am moving house) has resulted i over 10 calls; numerous emails; incorrect bills, overpayment. It goes on. Dont tough Virgin Media with a bargepole. Still not resolved either.
A
Reviewer
Mark
Location
Belfast
Date
04/06/2015
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Really unreliable service, aggressive throttling during peak times makes Netflix/NowTV/on demand/iTunes practically useless. So flakey.
Reviewer
AAA
Location
Bristol
Date
04/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
All i can say is dont go for Virgin Media. Their coverage is terrible, costly and sometimes playing videos on youtube is a horrendous experience. I cant play a video smoothly on 144p! Damn it! Seriously, they are way too overpriced for their service and coverage.
Reviewer
Chris
Location
Swansea
Date
03/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
When it actually works the service is reasonably ok usually get around 5-10mbs of the 100mbs we pay for. But the problem is the service is constantly down and when it does go down customer service is less than useless and the fact you have to pay a premium rate for the call to the have your time wasted makes it all that mich better.
Reviewer
Ed
Location
Egham
Date
03/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No broadband for 4- 5 months and failed to deliver what they promised.
I've had a horrible time with Virgin intermittent service due to work in my area (for 5 months) also having to wait for an engineer all day and to find that my issue had been cancelled (I took a day off and they didn't inform me. The support were useless blaming the council and that they work very fast and to hold in there (4-5. Months is not fast) finally they promised not to charge me over this period and they did, I didn't bother trying to get a refund as every Time I was promised something it didn't happen, so it was easier to just let them keep the money and go to bt.
Reviewer
Federica
Location
Oxford
Date
02/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The customer service is the worst service I have received in all my life. They didn't install the broadband for more than three weeks and after maybe ten calls they didn't risolve the problem. Only one word: this service is a shit!
Reviewer
Dan
Location
Sydenham, London
Date
01/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Took 3 weeks to schedule fiber installation. Installation was between 8am and 1pm on a Saturday. No engineer showed up and received no notification to let me know. Called Virgin and they said the fiber line is damaged and they're leasing with the council. A bit of notice would have been nice so i didn't have to waste my morning! Rubbish service. I'll stick with SKY.
Reviewer
Matia
Location
Enfield
Date
31/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Big mistake to go with virgin
Have a really really rude customer service
My virgin box broken down for a week now , and they can't find someone to came and fixed they are sooooo busy
So all my family sitting and watching a black screen and even they don't care
And one of the Costmer services he said to me ( We are happy with our slow service)
I never ever advice any body to go with them in just 5 months loads of problems and they don't want to cancel our contact , only after 3 problems , we had 8 problems but they said no those are not a complications that we cancel the contact ( A WEEk WITHOUT TeLViSIOn NOT A PROBLEm FOR VIRGIN )
Was with sky for years , even with problems but really polite peoples
Reviewer
Jake
Location
West Midlands
Date
31/05/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I had an old virgin package and it was very bad - "surprisingly" - and my dad decided to buy a new one. The seconed best one that they offer. For the first couple of days it was brilliant. All the family could use it and now, even though they promise us a good connection. Its absolutely terrible. Even when i am the only person in the house, it still lags out when one person is using one device! And nothing else is even connected! Its got to the point where i am thinkung of getting rid of my xbox because i am unable to play online at all. Virgin say they care about their customers when really all they care about is money. I wouldnt reccomend virgin to anyone ever.
Reviewer
dianek
Location
hants
Date
30/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
No concept of customer service - the customer is always wrong, even when a problem is caused by one of their own technicians. They seem more interested in getting new customers hooked in than helping existing customers have what they are paying for. Impossible to get through to a real person, so have to wait in for a technician to arrive.... or not!
Reviewer
Richard Tibenham
Location
Lincoln
Date
29/05/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Quality of broadband service is fine in my area and I've had few issues with continuity of service.
The customer service however is appalling. The log in process, security questions and the like are abysmally co-ordinated. After three years, they still haven't managed to remove my ex-partners details from the account and account security data, despite repeated requests. It is also virtually impossible to communicate with a human being to resolve any issues.
Reviewer
AJMurph
Location
northampton
Date
28/05/2015
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
like many other people, when you ring up a major company you expect to be waiting on hold for a million hours only to become irate at the customer service attendant on the other end of the line. but to my surprise this experience was a good one. i was ringing virgin media on behalf of my dad as he was paying ridiculous amounts of money for the most bog standard package and had been doing so since 2007!! i was jubious when customer service said they would see what they could do and ring me back, i expected to be waiting for hours but within 5 minutes i received the call. i was greeted by the friendliest lady (cant remember her name....sam or maybe sarah) and my package was upgraded with the cost lowered and the whole thing was done in about 20 minutes. i couldn't of faulted them. great team and a great service.
Reviewer
James
Location
East London
Date
27/05/2015
Comments:
I work from home and need to rely on a constant connection to the internet. Surprisingly in 2015, Virgin Media are not capable of supplying it. It can regularly go down for several hours straight, meaning I'm not able to work. The website always states that there are no issues in the area, usually a customer service rep confirms otherwise, but isn't able to do anything to fix it. I'm sure there are companies out there who provide a broadband service worthy of the name and I intend to find one asap.
Reviewer
Edward Powell
Location
Oxford
Date
27/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had a fault with our broadband that took 4 MONTHS for them to finally send a technician round a resolve. Only given a £46 refund having paid just under £200 for that time period. Terrible service.
Reviewer
nick
Location
londin
Date
26/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst, worst company.
After I've moved in to my new flat
I said to go with them because the said they have the best speed in my aria.
I've booked an appointment in 2 weeks and one day before my appointment the engineer called me and said they have some problems on my street and I have to book another appointment in 2 weeks.
After another 2 weeks they canceled the appointment.
4 week waiting for nothing.
Stay away from this company is my advice.
Reviewer
Julian Corin
Location
East sussex
Date
19/05/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I'm a Virgin Media Business customer who until very recently has had not problems. An overhead line was brought down 11 days ago, and I'm still waiting for a date to get it repaired. VMB deny reponsibility as the rent the line from BT, who undertake the repairs. As a small business it is crippling to be without phone and internet, which seemed totally beyond the understanding of their customer services. "The faults team sent you an email this morning", not only a lie, but what's the point if the line is down!! Very disappointed....
Reviewer
Jim
Location
Linlithgow
Date
19/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Not reliable if you work from home and when it goes down, it's down for hours at a time - not great if you want to work from home. It is so bad now in terms of reliability that I am looking for alternatives as the speed is irrelevant if you aren't actually connected to the internet due to continual fault disruptions.
Reviewer
Charmaine
Location
Harrow
Date
17/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
WORST BROADBAND AND CUSTOMER SERVICE EVER. WE HAD NO INTERNET FOR 7 DAYS!!! 7 DAYS!!! The stupid customer services cannot fill in forms correctly and do not advise correctly and because of this my whole family have had to suffer. My dad deals with FOREX so every hour is crucial. He has lost thousands of pounds because of the lack of internet.
Reviewer
Roberta
Location
London
Date
15/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It seems as if they've lost my payment & they're asking me to pay for the bill again. I've sent a copy to 3 email addresses they've given me & I've had no phone for the last 5 days & may not be connected tomorrow. They can't be bothered to look for the payment, it's just easier for them to collect it from their customer for the second time. I'll tell you what's really unfair, when they disconnect you & you haven't even been sent a bill. This has happened to us 3 times. And this is really scary when you have elderly parents, that need to speak to a doctor. They say that you can call emergency numbers, but actually you can't call your doctor in an emergency. They've sent us reminder bills instead of the actual bill & within the first week. This I think has happened about 4 times. When we had internet, my speeds were soo slow. Extremely slow. I was hacked in to. I could not get rid of whoever was on the line & then I signed up with one of their services in order to have their specialists clean up my computer over the internet. And within five minutes of their help, my passwords were hacked easily & quickly. They are a money making machine. They have no respect even for the longest standing customers like myself. I've paid for a bill that they haven't received, I sent the receipt & they still can't be bothered to even make the effort to find it or even connect the telephone for me. And even if there is one or two people that you know may help turn back on the services for you, they make no effort at all or every possible excuse not to put you through to the correct person. Their customer services will only stress you out. BIG TIME! I really wish someone would close them down. They are beyond disgusting! For as long as I've been with them, they have never ever offered me something that may benefit me. The only time I was offered something was when I wanted to leave them. I've even told them this & I've given the opportunity to offer me something, but they'won't. Every one that joins Virgin now, seems to pay twice or even three times less than I do. And the way I feel I've been treated has been really bloody unfair. If you are planning to ever join Virgin, do yourselves the biggest favour. DON@T!!! You'll thank your lucky stars someday.
Reviewer
lee
Location
kent
Date
14/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Like many I have been with VM for over 12 years and until recently I've had little cause to complain. The prices aren't especially cheap, being an existing customer and signing up for the fastest broadband. Even from day one of the upgrade there were problems and that should have alerted me that VM is not as reliable as they once were. To their credit they did compensate me for the issues I had, but had I know that these issues were to continue I would have signed up with another provider. The broadband is fast when you can get it, but often you don't get that speed. Worst still the network seems to be down quite often recently. In the last week it has been down twice in my area, including today from 1pm -9pm in the evening anticipated.Customer service was useless, essentially saying 'tough' in not so many words. They claim because it's 8hrs turn around to fix the problem it is acceptable, despite the fact it's been going on several times in a short time. ALso, I would advise people to call in to let them know when the broadband is down, as it is only logged on record when you call them. Otherwise they can't see that you have had a unreliable service. I was left quite angry by response I got, to the point where I'm thinking of paying the penalty just to terminate the contract. They are like the Tesco of broadband and they will learn the same way when people 'shop'elsewhere'.
Oh and the only reason I'm able to post this review today is by using my phone as a 'hotspot' to access the internet. Avoid
Reviewer
Andy
Location
Essex
Date
13/05/2015
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
It is great when it works. But if there is a fault Virgin Media is not helpful at all! You will be trying to get to the customers service in hours and they will be fixing their faults for weeks and months.
Here is what they posts to customers: "Virgin Media are unable to offer a fault free service".
Reviewer
Kate
Location
Oxford
Date
13/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
My internet is terrible. I live in a medium-sized house where the modem is at the front and I'm at the back, and I go through about 6 or 7 hours a day where my internet is so slow it's basically non-existent. When I called Virgin to tell them this, they said there was no obligation in their contract to provide *good* internet, only to provide basic coverage. Nothing I said could make them get their asses here and sort out our net. Bloody cheek!
Reviewer
Jessica
Location
Norwich
Date
12/05/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I've been a Virgin customer as a student for almost three years now. The first two years in my first student house the internet was generally ok, although you often had to wait for it to buffer a bit when streaming downstairs. I presume this was due to being generally further away from the router which was upstairs. However 4 of us could stream at once.
However it was at my new house that the real problems started. First a few weeks in and Virgin cut us off without warning. Then a week after getting the internet back (in January 2015) it suddenly became unreliable- I get disconnected quite frequently now meaning trying to watch a programme or look things up can be impossible at times. I've tried phoning and Virgin said they had fixed the problem but clearly haven't because its still happening. That said when it works up here it is pretty quick.
The internet downstairs, despite being nearer the router, is shockingly slow at all times so you can forget streaming there.
Funny thing is my Dad switched to Virgin recently and I don't have any problems at his.
Reviewer
annie
Location
surrey
Date
11/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I thought Talk talk was rubbish so decided to transfer to Virgin a month ago. Well well, believe it or not, Talk Talk service is 5 star compared to Virgin Media. No contract has been sent despite numerous promises, the package price keeps changing all the time, I think I have no other choice than to cancel my inexistant "contract" before they come to do the installation and get stuck with a company full of useless people. Very disapointing...
Reviewer
Colin
Location
Liverpool
Date
10/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
All seemed fine until speed increased fom 50Mbs to 100Mbs. Now, everyday from approx 6PM speed drops from 90Mbs to 2-10Mbs. customer service just tells lies to keep you on books as long as possible.This service is not worth having if it dosen't work at the times you need it.WASTE OF TIME AND MONEY...AVOID..
Reviewer
Damien
Location
Bristol
Date
09/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin broadband used to be good before they completely oversubscribed there service. There has been ongoing issues with Virgin in Bristol for years and it is still ongoing. Speeds are less than 1 mb/s when have paid for 30 mb/s. They have said it will be fixed by Oct 2014. It is now May 2015 and they are still saying it will be fixed and give out random dates only for it to be pushed forward when the stated fix date arrives.
If you want reliable broadband got elsewhere as Virgin have become a joke.
Reviewer
Csilla
Location
Preston
Date
08/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
During the 5 weeks i waited for Virgin Media to do the broadband installation, i made several unhelpful and costly calls to see why my appointments were rescheduled from their side without my prior notice, but all i was getting were excuses and no solutions. So after 5 weeks of waiting for the service and needing to spend extra money for dongles and extra mobile data in order to be able to do my work (because they weren`t even able to provide me at least with a provisional solution since the fault was from their side) i decided that i had enough of their unprofessionalism and unreliability, so i decided to change to TalkTalk.
Despite all the marketing strategies applied by Virgin Media to gain more clients by stating that TalkTalk is the worst network provider, TalkTalk showed reliability by installing the service exactly on the day they promised to do so (no waiting and no excuses)! The service they provide is much cheaper than the ones offered by Virgin Media, and the speed limit is nearly the same (Virgin Media - 50Mb broadband / TalkTalk - 40Mb broadband).
So dear Virgin Media, instead of focusing on marketing strategies on how to bring other competitors down, rather concentrate more on providing the service and quality you advertise and aim for client satisfaction not numbers - more likely to build up a serious and loyal clientele ;)
TalkTalk - reliable / helpful / professional - 5 (stars)
Virgin Media - unreliable / unnprofessional / incompetent to provide the service they promise - 1 (star - and that just because you were able to fool me around for so long)
Reviewer
Ben
Location
halifax
Date
05/05/2015
Comments:
avoid this cowboy company!!!!!! I received a flyer offering 6 months half price TV I am on the basic TiVo package which is rubbish, Sky are much better, when I joined I spoke to someone who couldn't speak hardly any English and lots of background notice so feel I was miss sold their package, I just got a £180 bill lol thought the basic TiVo package was meant to be cheap! I ordered this for fox and Sky Atlantic and was told I could get both! I get fox, anyway to cut a long complaint short, don't bother with them the controls are rubbish rubbish channels etc way way over priced better using free view.
Reviewer
virginmedia customer
Location
Edinburgh
Date
03/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
In recent weeks, our virginmedia cable internet connection has regularly been down, during the day and during the night. Rarely a day passes that it doesn't go off for some time. When it is up, it is very slow inspite of supposedly being "supercharged up to 50mb". Totally unreliable and very annoying.
Reviewer
David Banfield
Location
Standlake, Oxfordshire.
Date
03/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a Virgin customer for years now, and up until recently, I have been satisfied with my broadband service. That was until our area changed over to Talk Talk. Now, depending on the time of day, it is barely worth turning the computer on, other than for basic tasks. I object to paying for a service which doesn't work. Virgin Customer Service seems to be sympathetic but there has been no improvement. I have to say that they have been very helpful and I am impressed that there is always someone on the end of a phone to speak but I am sorry to say that I have decided to go elsewhere. Talk Talk is a big mistake and obviously useless.
Reviewer
Albert
Location
St Helens
Date
03/05/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Well I could go on here , its all been said before about VM... but the best thing is that I left VM nearly 18 months and it has taken VM that time to refund me what they owed me from my last bill ... yes I was fair gobsmacked when a bank cheque for £12.46p popped through my door letterbox yesterday, no explanations no sorry no anything .. well at least I got something out of VM how can I company conduct affairs like this . Good luck to all bye bye VM
and good riddance
Reviewer
Chris
Location
Belfast
Date
02/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service is terrible, they have never fixed a problem I have had, the speed is good but only lasts like an hour when I decide to download something, service is terrible getting high pings in games, throttled by 75% when trying to stream. Do not use virgin media as your ISP.
Reviewer
Mark
Location
Leyton
Date
30/04/2015
Comments:
Wasted 2 months of trying to get broadband installed. Installation date kept being shifted for no reason, noone could explain anything. I went into the store where i was advised if noone is coming to install on the given date then i'd better cancel the contract. What a service...trying to get rid of them is also not that easy. You can only do something by calling, where they transfering you to different people and keep you waiting for numerous minutes.. I don't recommend virgin at all!
Reviewer
Northlondoncustomer
Location
London
Date
28/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst network and connection ever. I had no internet for two days and for the past couple of weeks constantly get discounted for long periods in the evening.
The response I had from customer service is the cable in my area is overloaded and the users have exceeded it's capacity! In peak times you when you want to use internet you can't. They will be able to resolve this in the next 3 months!!!
They are way more expansive than any provider and this is unacceptable. I'm sure that they still won't turned down new customers and just keep frustrating users. If you are a network provided and you charge premium you should foreseen this type of issue and resolve before it gets to customer.
I will be leaving them as it's really not worth price.
Reviewer
candice
Location
exeter
Date
27/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling customer service. Billed £240 for disconnecting a service which never worked properly in the first place and being told you only called to request a new super hub twice in three months is not enough to cancel your services. The staff were rude, unhelpful and insulting. I will never use virgin media again
Reviewer
Marias
Location
London, Newham
Date
26/04/2015
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
I just switched from BT because of their high prices. I am paying for the second-to-best plan. The speed is really good, but unreliable. You get lots of days when you are just waiting for a page to start loading. It loads instantly after a while, but by that time you are already swearing.
If you are using your bank services you might also be logged out for security reasons.
It is extremely frustrating especially since I'm quite techie and I know this problem is not with me.
If you are a gamer, stay away, your ping/lag is too high for real-time games (maybe turn base strategy will work).
Compared to BT, Virgin is faster, but unreliable and much, much more frustrating.
Reviewer
loggy
Location
hampshire
Date
25/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Worst for catch up and some programmed not worth bothering with selection of channels hopeless sky is much better I was with them 13 years then moved house and was conned by sales rep into a crap package has house already had virgin media and I thought I would give them a go. Can't wait for contract end in Jan I will definetily leave and go back to sky even if it is more expensive
Reviewer
Stuart
Location
Tamworth
Date
25/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Had to cancel after 6 months, as broadband kept dropping out 4-5 times a day for 20-30mins at a time. Towards end it was off longer than it was on. During the 6 months we phoned 24 times spoke to advisors, managers, technical, had 5 technicians out and no one could rectify the issue so enough was enough. The best thing about Virgin is the speed when it worked, everything else was useless.
Reviewer
A Person
Location
manchester
Date
25/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Virgin Media for 10 years. At first it was great and worked mostly fine. The last 2+ years have been a nightmare. I average less than 5% of advertised speeds. All customer service do is yadder and say maintenance. Their latest trick is to ask for remote connection to your rig. Do not allow this, there are many, many dodgy companies willing to bribe a low paid foreigner for your access information and many a low paid foreigners willing to accept such a bribe (not everyone). Virgin Media is the worst company I have dealt with and their lack of service and customer service has alienated me for life.
Reviewer
David Kemp
Location
Essex
Date
24/04/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
I've been a Virgin customer for more years than I care to remember (anyone remember Telewest?). Until recently I could not fault the service apart from the odd couple of issues that were resolved very quickly.
However, in the last six weeks I've had constant issues with my internet connection dropping for a few minutes at a time. This happens between two and five times an hour. Gaming or streaming media is impossible. Being from an IT background I have a better understanding of what the issues might be and what might be involved in fixing them.
I'm tired of constantly being stonewalled by their customer support when I try to find out exactly what is going on. Being told to "check back in a week or so" really doesn't cut it.
The fact they seem incapable of resolving the issue is worrying. If my company took this long to resolve a fault somebody would be out of a job. Rather than offers of credits on my bill, I'd rather just have a service that works.
Virgin Media is out of touch with what really matters to customers and I think they will find that despite offering cash bribes to keep customers placated, many (including me) will start moving to alternative service providers.
I no longer have any confidence in Virgin as a service provider. Their customer service is pointless. Their engineers are clueless and yes, I'm really p***ed off with the lot of them.
I wonder if any of their senior management read these posts and realise just how much in danger they are of seeing an exodus of people leaving them? Would it make any difference? I doubt it. Prove me wrong Mr Branson.
Reviewer
zinna
Location
birmingham
Date
24/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
UK'S worst broadband service. unqualified technical, sales team and order managers. Killed my 35 precious days for a new connection but say in the end there is no connection available for your area.
very worst services. Avoid.
Reviewer
Chetan Shah
Location
Date
24/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Date: 24.04.2015
Complaints
Virgin Media
P O BOX 333
Martin Court
Swansea
SA7 9ZJ
Dear Complaints Manager,
Re: Account number 743158502 – Transfer of service from WD23 4RT TO WD23 4AE
I am extremely disappointed with the lack of service and communication I have encountered by your company during my house move. I will state below the events to date:
In the first week of March we informed you that we will be moving house on 31 March. Your team arrived at the site of our new house and left some green arrows on the site drawn on the road. Our move was delayed to 16 April and when we informed you we were given a date by yourselves of the transfer of our Virgin media services of 22 April and had requested for disconnection on the 19th at the old place.
On Saturday 18 April your team arrived at the site of our new home to check for ducting. The team were from Kelly communications. I went out to speak with them and they informed me that they are looking for the ducting and I asked them if someone had been in touch with the developer of our home to confirm the location of the ducting. They confirmed that their supervisor has been liaising the developer. They also confirmed that they had been on the site previously. I then left them on site and went to work.
We then received various texts from you to confirm the transfer for 22 April all throughout the time between Saturday 18 April and Tuesday 21 April. I had called your customer care team on Monday afternoon to just double check that all is proceeding as per plan and was told that it was. I asked them to recheck with all the teams involved to ensure that this transfer is going ahead. No one came back to me with a negative or affirmation.
Then at 4.50 pm Tuesday 22nd, Debbie Williams from your construction team called to let us know that you will not be able to transfer our service to our new house. The reason she quoted was that you could not find the ducting. So it seems that until Tuesday morning the ducting was available and then the evening prior to the transfer suddenly the ducting cannot be found!!
Since Wednesday I have been chasing your company to see what progress has been made and how I can assist so that the transfer takes place as soon as possible. I arranged to get a contact name at the developer's office and passed this on to you.
To date no one has contacted the developers from your company.
Please explain why when your communications team had been on site previously, they came again without finding out where the ducting is.
Of course we are still without the service - that makes us being without the service for 8 days and still counting.
Debbie Williams has confirmed that she has escalated this issue to the new build team but had not had any joy in moving forward with this. This is ridiculous. I had expected Mr Neville from your new build team to have contacted Mark, from the developer company and resolved this matter on Wednesday morning as they could have got the team in our new home, which was booked for afternoon session 1 - 6 pm. I did get a call from Jackson, manager from new build team that Neville will resolve this matter and will contact Mark. As till now no one has contacted Mark and had called Mark myself. He also confirmed to me that he has not received any call from your team till to-date. He physically came and has shown me where the ducting lies and the ropes for you to pull the cable and have informed the same to your team.
Escalation means 24-48hrs as been told, despite the time frame and having given you the right personnel contact from the developer team would have got this matter resolved in few minutes....
What can I say – for a media and communications company you are obviously seriously lacking in the service in your own company that you are wishing to provide to your loyal customers – we have been with you for seven years now, we have three virgin mobiles and my business is also serviced by you.
We have been patient and had agreed to wait until Wednesday 23 April and what a waste that has been! My son is in the middle of his GCSE examinations and this lack of service is not in the least helpful!!
To conclude, we ensured that we confirmed with you that we will be able to have our service transferred from day one of our move. You did not deliver this promise despite having almost two months’ notice and furthermore you had categorically confirmed that this will not be a problem. On the back of this promise we planned our move.
I do not understand why the new build team are unable to sort this. Can you please contact me as soon as possible to explain this huge and unnecessary delay and let me have a confirmed time for when and compensation for loss of working hours due to chasing you and also compensation for services integral to all family’s work.
Yours sincerely
Chetan Shah
Reviewer
Piotr
Location
Wakefield
Date
23/04/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Horrible, horrible service... I've been customer of this provider in the past, the moved to BT but came back to Virgin due to price difference.
Customer service is horrible, in case of upcoming deadline they tell you that you should go to library or family and friends if your Internet is not working.... Instead of fixing the issue
Ever since I've got broadband it chokes when you try to download something and play game at same time(didn't happen with previous provider) and after contacting support and 3 technician visits problem still occures
Reliability is a joke, connection frequently cuts off at the evening and rarely reaches said speed, furthermore it often reaches 10% of what it should be
I regret every single moment of being Virgin customer, shouldn't have came back
Unless your neighbour is extremely satisfied and you know this service is best available in your region... DON'T GO WITH VIRGIN
Reviewer
Csilla Emilia Dudas
Location
Preston
Date
23/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst service I've ever come across!!!! I waited 5weeks to get my broadband installation done and all they did was cancelling my appointments without any prior notice!please note I had 5 appointments and made at leat 30 calls regarding the issues I faced with this company! I have spoken with several customer service advisers who did not do anything about the matter except putting me on hold and diverting my call to different departments who didn't even have updated records about their own work!!! For every appointment they made I had to take unpaid leave from work which in the end were cancelled from their side and I was not even informed about it!!!!!!! This is not the service a company like Virgin Media should provide to actual or potential clients!!!! They showed unprofessionalism, unreliability and irresponsibility!!!!! I wasted money time and energy with Virgin Media! Never again! I do not recommend their service at all in a matter of fact I would advise people to stay away for it and opt for smaller companies whos actual priority is providing a good and reliable service for their customers!!!
Reviewer
Csilla Emilia Dudas
Location
Preston
Date
23/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst service I've ever come across!!!! I waited 5weeks to get my broadband installation done and all they did was cancelling my appointments without any prior notice!please note I had 5 appointments and made at leat 30 calls regarding the issues I faced with this company! I have spoken with several customer service advisers who did not do anything about the matter except putting me on hold and diverting my call to different departments who didn't even have updated records about their own work!!! For every appointment they made I had to take unpaid leave from work which in the end were cancelled from their side and I was not even informed about it!!!!!!! This is not the service a company like Virgin Media should provide to actual or potential clients!!!! They showed unprofessionalism, unreliability and irresponsibility!!!!! I wasted money time and energy with Virgin Media! Never again! I do not recommend their service at all in a matter of fact I would advise people to stay away for it and opt for smaller companies whos actual priority is providing a good and reliable service for their customers!!!
Reviewer
Angry
Location
Bristol
Date
21/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Most appalling service I have ever received. We pay almost £60 a month for our TV and broadband package. I'm a student so the wifi is very important to my studies. Came home from work the other day to find we had NO service whatsoever. Called to ask why and they told us engineers were in the area so our service would be "intermitent" for the next week. No warning at all, just turning off the Internet as and when they fancy it. Customer service is total s**t and whenever you change something they tie you in to another 12 month contract. Can not believe they think it is acceptable to cancel a service temporarily with no prior warning. Absolutely disgusting. No wonder Branson is so rich he can take people's money and provide nothing. Sick to death of Virgin. Would advise people to avoid like the plague. Soon as our contract ends we are out!!!!
Reviewer
Adam R
Location
Branksome, poole, dorset
Date
18/04/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A complete joke. Yesterday i actually had a Virgin media representitive making jokes about my situation after having already had 6 engineers. I've made countless phone calls to indian call centres. Intermittent or no connection. Absolute fking disgrace. Richard branson wants it up the butt from a horse.
Reviewer
Raja
Location
Leyton. London
Date
17/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We are with virgin media for last one year. In this period we had our lives' worst experience of bad internet service. Only couple of weeks for fine, otherwise every single day it gave us trouble. Even sometime there was no service for 3 to 5 days. We need to renew our IP's every single time.
Now out contract is about to finish. They called us to keep using their service and offer us discounted rate. But we even don't want it for FREE.
It is my sincere advice for you that please don't listen to their loud ****, they speak a lot but their service is totally terrible.
Reviewer
Barry
Location
Leeds
Date
17/04/2015
Ratings
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Appalling service, I am not sure what is worse the customer service or the broadband! I have been a customer for many years but not through choice! Everytime you change anything on your service the automatically renew the contact for 12 or 18 months. The broadband decides to work when it wants to work and the speed is no where near the advertised speed. As for customer services, I don't see the point the do nothing, know nothing and help with...you guessed it nothing!!!!! You'd be better burning your money on the fire
Reviewer
Sam
Location
Wigan
Date
17/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor customer service. Don't listen to the customer and treat them like idiots. Blame the lack of wifi speeds on
1. using an ipad
2. an iphone
3. central heating
4. air temperature
5. Size of house
Even when stood next the virgin router, I was getting 1mbps and paid for 100mbps. Always tested alright at virgins end, but nobody ever same out to investigate the fault!
Reviewer
sarah
Location
bristol
Date
16/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If i could leave a minus star i would!! avoid this company like the plauge!! Firstly the technition come in to my home and installed my new services, while doing this he snapped my shelf of the wall and used black wires on a white wall he left the wires hanging down the wall did not even tack them to anything he also left the power box just hanging there. when i called to make a complaint the customer service team where shocking!! put me on hold twice and hung up both times (clearly did not want to deal with my complaint) finally got through to a manager which promised to sort this out and credit my bill for £64.00. Woke up 3 days later with a £225.00 bill and my services cut off. bare in my i actually only had the services up and running for 3 and a half weeks!!!! i am taking them to court to sue for damages!! DO NOT USE THIS COMPANY!! Go to sky!! they are much better! the technition that has now come and installed my new sky box was amazing!!
Reviewer
Deb
Location
London
Date
16/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Worst company ever! Avoid it! They are rude and a big rip off with bad service. You will never get satisfaction from customer service! They pretty much take what they want from your account and try to baffle you into believing they are justified when you know very well they are not! I will be leaving as soon as I find a decent provider
Reviewer
Hassan
Location
Dudley
Date
14/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely sucks, EVERY TIME I am in a competitive game of counter strike, and I mean every single Time I will get Disconnected. I will play a couple of rounds and it will disconnect, my skype will drop and I have to reset the router. I lose conenction and I get banned. I am on the 100mb package, wired connection on powerline and the highest speeds I have had are 55mb its never gone up to 100. I understand that this could be because of powerline, but I definitely not happy.
Reviewer
RosInAus
Location
Northampton
Date
13/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
When it works, it's okay - but when something goes wrong, the customer service is extremely poor. Faulty email now for 11 days and no idea when or if they will fix it. It's frustrating and is damaging my business. There is no sign that Virgin care or that they are taking action to put it right. This isn't just me; there are many of us who have not been able to get at our email attachments since 3 April 2015. Cynical and uncaring behaviour, Virgin and Mr Branson.
Reviewer
David
Location
Leicester
Date
11/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Virgin Media is not available in the Leicester city centre new building. Even when I tried to get a new mobile with a sim card there still was a big problem, because my new address doesn't exist in their data base. They don't care about to update it. Another internet providers like Plusnet or BT can connect me to the internet easily, so why Virgin can't do so?
Reviewer
Peter
Location
Chorley
Date
10/04/2015
Ratings
Satisfaction
2.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Good broadband, let down by appalling customer service. Expect billing mix ups, bill increases shortly after agreeing a bill amount, long waits over 30 minutes transfered between departments to talk to someone in a far away lanf who speaks in an accent that atleast I can't understand. Would be a good company if not for there shockingly poor customer service. I will avoid in future.
Reviewer
Emily duffy
Location
Edinburgh
Date
09/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have been with talk talk and bt internet before changing to Virgin as I like to get an idea of which is best for me. Virgin is by far the worst I've ever used. Essentially, I am wasting my money as the majority of the time I'm using my 3G in my own house to get internet. The service is down far too often, as I'm a student this is fairly critical. For example this morning I couldn't submit my essay as the service was down again, and had to save to a pen drive, drive to a friends and use their internet. Absolutely ridiculous. This happens all the time, and I've spoken to customer services on far too many occasions now. The calls cost a fortune, and the best outcome I've ever has was when I was offered one pound compensation. An absolute joke. I will be switching to someone else ASAP, I have never been offered an explanation why the service is apparently down so often in my area, and rarely do they care to help me or offer anything to assist me. Poor show Virgin, thoroughly disappointed considering it is the most expensive internet I've ever paid for.
Reviewer
Andy
Location
Basildon
Date
09/04/2015
Ratings
Satisfaction
3.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
The speed is really good. But you can end up with 2-3 weeks of no broadband service and Virgin Media customer service won't help you (even if you managed to get hold of them)
Reviewer
leigh alger
Location
slough
Date
07/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
been with virginmedia for 4 an half years use be good service until last 4 months, they install 2 new router in a week net keeps droping every day for last 6 weeks but got worse as right this lost iternet 9 times this ievening router just reboots it self you phone them they say router fine as been replaced lines are fine was on 50mb wasnt too bad upgraded me to 100 and done test getting 44 same as was when on 50mb this is evening day net goes down last week end friday till monday net went down 28 times now given them my notice cut off on 1 may bt 76mb going in on 30th virgin lost got telephone net and 2 tivo boxes and 1 hd box in my house gone to bt and 40 amonth cheaper sick of net dropping every evening cheked with neighbor guess what there is same and last week i had no net all evening and night dont go with virgin they are a compleat joke theses day didnt use to be are now
Reviewer
Robert B
Location
Stevenage, Hertfordshire
Date
06/04/2015
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
In Dec2014 I upgraded to faster broadband and the Tivo box. Since Feb I have had drop out problems with the broadband. When up and running I am always getting 130Mbps+ (last check it was 161Mbps). This is fabulous but not when it lasts for 20mins. Physical reboots don't fix it. Web resets don't fix it. Multiple phone calls to Virgin DO fix it - for about 1/2 hour. Even the change of the hub by virgin (who turned up on time)on Saturday gave me a day of the internet only.
Fed up. I have no wifi so Im paying for data usage on my phone. I cant log in on my playstation so game trophies are not being recorded properly, and I am unable to go on the internet to log in to work. So I've had to drive in on Bank holiday to deal with a couple of issues I could have handled remotely in 10 mins.
Phone calls to virgin tend to fix the problem but nothing permanent but I had no problems before Dec's upgrade.
Reviewer
PG
Location
Date
04/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrible customer service and no technical assistance
Reviewer
Grace
Location
London
Date
04/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Broadband has a good speedy connection, but the modem broke down only after 2 months of installing it and a man had to come out to replace it. This was annoying but it was fine as it was dealt with within a week. But then regrettably, I had to leave my flat. This meant I had to terminate my contract with Virgin Media after 5 1/2 months which I knew was going to be a problem as I had a contract with Virgin Media for 18 months. When I called customer service, the lady who I spoke to said that there was no way I could terminate the contract and I would have to pay the whole price of the contract regardless, or alternatively I could move it to a new address. I was a bit shocked that there was absolutely nothing they could do for me, and I had no one that would need a new internet installation. I felt helpless and the next day I called back again to see if I could speak to someone new who could help me. The man I spoke to was much more reasonable and said I could take out a contract with virgin mobile for 2 months and this will allow me to exit my last contract. The man reassured me that the mobile hotspot will be automatically cancelled after 2 months and there was no need to call back again. After 4 months I was still being charged and as I was so busy with work, I didn't even realise. I called Virgin this weekend to tell them about it. I told my story to three different people at customer service, and each person was unsure of why I had been made to transfer contracts from Virgin Media to Virgin Mobile as they are different departments. Each person had never heard of any offer been made b they tried before and were unsure of how to help me. Additionally, each time these people from customer service tried to transfer me through to someone who could assist me - I was disconnected each time. This was really frustrating as I was unable to settle this without speaking to a telephone customer advisor. By the fourth time of calling them back I was becoming impatient and I demanded to be told of the names of people who I was currently connected to. However, this request was positively rejected as it was not their personal wish to do so. When I was finally transferred to the Mobile department without being rejected, I was told by the advisor that money had been taken out of my account accidentally and they were sorry for this. They mentioned how they were unsure of why I had been placed on a new contract with Virgin Mobile, as it was nothing to do with the previous Virgin Media contract. As I had not even used the Mobile hotspot, and I only took this contract because I was told to, I then asked if I would be refunded for this - to which I was placed on hold for another 20 minutes. The customer advisor returned and said, no, but we won't charge you anymore. I couldn't be bothered to argue because it's been a load of unneccesary stress that I don't need. But I just can't believe how abusive Virgin can be. If I was a vulnerable person, they would have me over a barrel, and I am just absolutely disgusted with their customer service.
Reviewer
Steve
Location
Huddersfield
Date
03/04/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I'd like to know why as a long standing loyal and overcharged customer, it's going to cost me a lot more to upgrade from my outdated box with a shocking performing router to TiVo, than the price new customers can get.
Maybe my call to Virgin Media should have been a demand to replace the shoddy Netgear router than to offer them an extended contract. They were blatant in their admission that if you've spend thousands with us over the last few years (£10k my current spend), the thanks is paying a higher price than if you've just stumbled upon Virgin Media.
Not good enough
Reviewer
Bryn Powell
Location
London
Date
03/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
My land line phone has worked 3 days in 3 years! Totally useless. Never watch the stuff they show on TV. Just want broadband which is pretty good.
Do Virgin have broadband only? If so, I can't find the info on their website. I'm tied into a terrible contract for another 6 months. Not good at all!!
Reviewer
Irish Lass
Location
Belfast
Date
02/04/2015
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
2.00 stars
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.
Reviewer
tahira malik
Location
london
Date
02/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish...they're always down...no internet nothing. Its very very slow as well. Definetly moving to talk talk. Such a let down. Hate virgin now.
Reviewer
WaiYan
Location
Hounslow
Date
02/04/2015
Ratings
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My experience with Virgin is very very poor. They didn't let me know my contract will refresh and I haven't got any letter or new contract. But when I ring them they are just keep blaming the post office and nothing has been sorted out. Very poor customer service and not reliable. I just felt like they robbed me :(
Reviewer
Charles
Location
St Helens
Date
01/04/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I dumped VM about 18 months ago, with reliabilty issues , many call centre calls to with Mr Ranjit Patel on the Asain sub continent somewhere keeping me hours on end regularly fixing connection issues , finally they said they were coming for their equipment and didn't... after months asked them after the umpth time why ? said it was faulty out of date and dispose of it myself ...I was delighted at cubing the V box with a 10 lb sledge hammer..+ router as well ...
( smaller cube ) they still owe me
£15 from my last bill which you guessed I never received for your best human sanity .. AVOID.
Reviewer
M Pasha
Location
Woking
Date
01/04/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Have been with Virgin for around 8 months. Had a worse experience with both broadband and tele. In 8 months it has broken more than four times. Was with sky before for quite a few years. Never had a single problem.
Reviewer
Hassan Shafeeu
Location
Reading
Date
31/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Their customers service is the worst every - on call now for 30min because broadband is not working and still on hold.
Never use Virgin if you can help it
Reviewer
Arvind U
Location
London
Date
31/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband service availability is quite pathetic. If you want reliable service please avoid virgin media even if it is for free.
This is 31st March and broadband is not working. If you call customer service it lies that wait is 30 seconds. I am waiting for 45 minutes on music now. I am sure no one will pick up the phone.Broadband service availability is quite pathetic. If you want reliable service please avoid virgin media even if it is for free.
This is 31st March and broadband is not working. If you call customer service it lies that wait is 30 seconds. I am waiting for 45 minutes on music and was disconnected. You wont get worst customer service even in third world countries.
Reviewer
FC
Location
Norwich
Date
31/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
The technical aspect of the broadband was OK, I had no complaints. However things got complicated when I moved house and try to cancel. I was charged an extra four months after asking for my contract cancellation, it was two yeas ago, I never got that money back even after contacting customer support at least five time. On top of that, the guy I talked to when cancelling my broadband put me on a monthly mobile phone contract while I ask for a pay as you go contract at that time.
Conclusion: stay away from Virgin Media if you want to avoid nasty surprise when they can direct-debit you in all impunity...
Reviewer
JD
Location
Epsom
Date
29/03/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Over the past 4 months Virgin Media have continued to overcharge me for the TV package by adding unauthorised premium Add-Ons to my account. These range from sports channels, film channels including Asian channels.
It has been a nightmare trying to sort it out starting with the poor customer service provided by the staff on the phone lines. Then having to go over the same procedure and explaining the problem every month with the same outcome afterwards. Having spoken to two different supervisors hoping that they will get things sorted I now realise that they are all equally incompetent and the reality is that virgin just mark time and fob you off until the end of your contract.
The time spent talking to these people is useless. My advice to anyone considering using the TV element of their service is if you want a poor TV package and additional unauthorised charges then sign up with Virgin. Personally I'm dumping them ASAP.
Reviewer
Piotr Prus
Location
Chelmsford
Date
29/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
after a bank system problem with a direct debit virgin was charging me for a delay , but it was not my fault , customer service was not helpful at all , interested only to get money, sending me extra bills . BIG BIG DISAPPOINTMENT.
Reviewer
Darren Smith
Location
Birmingham
Date
27/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Virgin Media for less than 7 weeks, a card was put through my door on Wednesday saying that work had been in the area which would improve the service, not in my case I have lost all of my TV, Phone and Broadband connection and have been told they cannot get anybody out to fix it till Monday! This will mean I will have had no service for 5 days assuming that it is fixed on Monday. I presume that they as they cannot come till Monday they must be very busy fixing other faults. I was with Sky for 8 years and never once lost my services, worst decision to switch to Virgin and be advise anybody against doing so.
Reviewer
David
Location
Poole Dorset
Date
26/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I should never ever have gone with this rubbish organisation. Things were fine to begin with but then due to being made redundant experienced problems paying. Contacted the so called customer service department explain things they person I spoke to was not bothered or could not care. Wrote o them as well got a similar response. Customer service does not exist with in this company. As soon as I can I will be changing to a company of a much better standard with much better customer car5e and service. It seams to me it is profit before customers.
Reviewer
Monique Grijol
Location
Edinburgh
Date
25/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful! Two weeks without phone; two visits from "Vincent" or "Iain " who blame each other. My TV out of order, was promised service within two days,yet again and "compensation". Nothing! Contract ending in July,cannot wait, and will join G"Guardian " : "never use this Virgin again". Monique. Thoroughly annoyed to pay money for no service"
Reviewer
sandrilla
Location
uk
Date
25/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Very poor customer service. A girl who spoke with indian accent lied to me. We agreed on 26.50 pounds every month, but when I got agreement it was 28.50 written on it. What a bunch of liars working there. They lost one customer.
Reviewer
RM
Location
Birmingham
Date
24/03/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have been a virgin.net email account holder for years and am one of the many customers who have been caught up in the 'National Switch'. I didn't want to be transferred to TalkTalk (without my consent or wishes) not least because I wanted to keep my email address. So I arranged to stay with Virgin and have recently transferred to their cable service. I can't complain about the swift installation, and it seems a reliable enough service, although I'm in a city so may be better covered than some people. I can't really see that the 50mbps is actually any faster than the National Broadband service I was on before, however, for £11+ more a month.
At this precise moment in time I'm unclear whether I'm being billed by both Virgin AND TalkTalk despite several emails attempting to get assurance that this is not happening, and I echo comments elsewhere about the very frustrating customer service where one is passed from person to person.
This morning I also find that I am no longer able to send emails out of my virgin.net email. When I ring Virgin up (and after being passed to 4 different people) I'm told that I can't have that email now I'm a Virgin Media Cable customer. But when I was being transferred to Virgin Cable I specifically asked whether my virgin.net email was OK and the person at the other end said fine. So I appear just to have lost access to the email account I've had since the late 1990s just like that.
Until this recent unwanted switch I've never had problems with Virgin. Now I am a lot more disillusioned.
Reviewer
Joe
Location
Newbury
Date
23/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
5.00 stars
Comments:
I have been with Virgin for 15 years. The initial experience was great. Everything was top notch. But as the years have progressed the customer service has become much worse, the price has soared and after the switch to broadband the speed has not increased one little bit. (At busy times speeds similar to dial up may be encountered 50-60 Kbps.) Now they are ditching loads of customers they don't want because we don't make them enough money! Shame on you virgin. Another great company miss managed into a money grabbing customer hating empire surviving on past glory.
Reviewer
viktorija
Location
london
Date
23/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I waited 3 weeks to get installation on Saturday. Virgin managed to send me 2 emails and 3 messages reminding me to stay in. On the agreed day nobody showed up – I called them at 6pm and was told technician was delayed and will be there shortly. I cancelled my plans and stayed in. In two hours called them again – they said they did not know why nobody came and I am marked as ‘missed appointment’. Then I was told to call back the next day so they can check the details. (oh, and on Sunday 9am I was woken up by an automated call asking to evaluate their support).
I called on Sunday and was told they did not know anything as the team responsible is not available on Sundays. The support promised to check everything and call me back Monday morning at 9am.
Of course, they did not.
I called them myself at 9.30am. All they could offer was to wait another 3 weeks – I told this was unacceptable, they put me on hold for 10 minutes and then hung up.
After a couple attempts to speak to them online, I called and cancelled the broadband. If Virgin does not want my money, another provider will.
Reviewer
Dave
Location
london
Date
22/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
intermittent internet to the point where its unusable for hours at a time, this would be ok for a couple of days, maybe a week. But virgin media expect us to put up with it for 4 months. And are only prepared to give us £10 off our monthly bill. rubbish customer service and I will never use thier services again.
Reviewer
DAEYOYO
Location
teeside
Date
21/03/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Not value for money anymore ,Supposed to be getting 60 but lucky to get 20 ...I will be moving on after many years
Reviewer
Mims
Location
London
Date
18/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
So disappointed with the level of support that has been offered to me and very poor customer service. Can't wait to leave.I've had no phone line or broadband for nearly two weeks still not being told when the issue is going to be fixed. Nothing is being explain and everytime i call customer service i have use my mobile telephone(as my landline is "dead")and im being charged rather expensive rates. No support,help or any sort of compensation being offered.I'm being charged for services I'm not receiving. I do not remember when i last received such poor unprofessional service. Certainly will not recommend to anybody. Really hope Virgin will read this and work on their customer service.
Shame!
Reviewer
John
Location
London
Date
18/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My broadband is slow when working. The main problem is my broadband, phone service, and interactive TV just stop all the time. They work for say a day, sometimes two days then just periodically. Lost count of the number of techs sent, they clearly cannot resolve the problems. From questioning them, it's clear they don't know, just say about energy spikes: the thing is the problem continues. As for their customer service, rude and unhelpful. In addition, they despite being a media company don't provide contact via e-mail! You must write by traditional mail. I will leave as soon as I can. I am seriously thinking about paying the £240 early contract fine just to get away. As the stress of not having service except when the moon is aligned with Mars, the constant attempting to deal with V Media is getting me down. And to think I pay for them for this.
Reviewer
J. B
Location
London
Date
17/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I'm hugely disappointed with Virgin as I have just discovered I will have to pay £240 when I move. I want to continue my Virgin subscription, however, Virgin do not have any coverage in the London borough I'm moving to therefore forcing me to have to pay the cancellation fee against my will. I was not informed of the cancellation cost when sold the contract over the phone which is a breach of my consumer rights as depicted by Ofcom. Virgin have failed to put any contingency plan in place for consumers stuck in my predicament. I'm perturbed with the way I have been treated and feel that my rights as a consumer have been totally disregarded and abused. NOT IMPRESSED MR BRANSON!
Reviewer
jemma
Location
norwich
Date
16/03/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Well wish id never signed up to take broadband home today 25month (good price for ultafucktardy) since day 1issues i had to pay p.o fees to pay the bill (never told extra 10) then i switched d.d well every month they take it put it bak n charge me late n handling fees i ring them just for some bored rude ass customerperson to recite a book of answers no matter what u try explain.. iv asked numerous times to b changed bak n payment slip dont come i get charged again money wrangling.. there service team poor rude uncaring, internet slow troublsome hard to load n 5g ha it still buffers alfway throu netflix go to any company but here any atall
Reviewer
EM
Location
Hampshire
Date
15/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
My experience is poor. The confirmed amount I will pay is not what I am being charged and every month it is a struggle to explain the problem. I confirmed this three times before starting the service. You will be up against what they see in the computer, but not the truth no matter how many times you produce the paperwork signed and agreed. I am now being told to send my complaint in the post, regardless of having emailed all the information as requested, several times. It seems that customer services is not actually able to solve problems, just waste time and a modern communication company is a dinosaur when it comes to being able to communicate themselves.
To be fair, it all started out bright and sunny however my international phone service declined quickly and they will acknowledge a problem. I was warned to look for this after my neighbour found out I signed up to Virgin. Wish I had been told this in advance. Take note, I warn you now- the honeymoon will be over quicker than you'll blink. Stay clear and look for a better option. And get everything written in your contract including a charge evey time your provider screws up and start billing them for your time.
Reviewer
steve
Location
coventry
Date
15/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I don't understand why is the Virgin media infrastructure not aligned with customer needs, perhaps they shouldn't connect too many customers to one point at their network which is overloaded and causing really slow speeds at peak times 10mbit on 100mbit service (peak = most of the day except 11pm till 6 am). I used to have BT infinity 76mbit and that was at nearly full speed 24/7. AVOID VIRGIN MEDIA AT ALL COSTS. Customers which are getting what they paid for are scarce and they should be considered lucky as there are probably not too many neighbours (burned by Virgin and switched to others) which are using Virgin connection and therefore connection is not congested.
Reviewer
Chris
Location
Lincolnshire
Date
14/03/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Virgin Media are by far the best internet provider, coming from an IT geek. Handles multiple devices very well and the speed is fantastic! I get 100mb/s for the same price it would cost to get 20mb/s from BT or Sky.
Only downfall is their modem, it wouldn't overheat faster if you put it in an oven, get virgin internet and with the money you save buy a proper modem from Asus.
Reviewer
Someone
Location
Someshere
Date
13/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the shite service I have ever used. The connection is shit, the service is shite. Everything is shit about Virgin. Do not use them. I had to write that message by sharing my mobile internate... Imagine how good they are...
Reviewer
Kc
Location
Manchester
Date
13/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
So disappointed with Virgin Media broadband. I am not a technology wizard... But my broadband loses connection at least 3 out of 7 days of the week through the night and i to the following day. Whenever I have problems I can't get help from anyone on the phone "try rebooting your router" "try disconnecting your computer and then reconnecting". Are you serious? That's one of the first things I do, come and find the problem! No one turns up when you arrange for installations/ upgrades and all the troubleshooting is done online. Well I can't do that without an i ternet connection can I? I work nights and rely on my internet to reasearch and report for my job and with it not working 0% of the time and no one to help me find out why, I am one unhappy bunny about to switch to Sky.
Reviewer
Adam
Location
Sheffield
Date
11/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
STAY AWAY! The most disgusting service provider out there. They rob you and when you are in need they don't do anything for you. The reps give you false promises and most are outsourced so can not help you at all. Do not
Reviewer
Matt Rodgers
Location
Glasgow
Date
10/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Technically very good. Customer service could not be any worse .They don't care if you,leave .A very good technical service which does not deserve serve to have any customers .shocking .Am of the silver haired variety but never have I experienced such bad customer service ..and more than once !
Reviewer
Keith
Location
Luton
Date
09/03/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
January 2014 I gave Virgin the mandatory 30 day notice to cancel my Tivo T.V. package, I was informed a packing carton would be sent to me to send the equipment back to Virgin of course, this never arrived. After the 30 days expired I again requested the said packaging, was promised it would be in the post that evening, you've guessed it, it never arrived. A few weeks pass and I again request the required packaging, again promised it would be delivered alas another lie. Oh they came to collect the second box by sending one of their engineers, within days of giving them the mandatory notice period.
From the third attempt to receive packaging I gave up, quite expecting another engineer to call and collect the Tivo box, no such luck.
Now come December 2014, I receive notice Virgin were increasing the broadband/phone package by a further 11%. This I thought is time to give Virgin and it's greedy Owners the elbow and cancel the remainder of my package.
Now after 11 months Virgin plague me for the return of their equipment, I refuse until they have furnished me with a year storage and safe keeping fee. This they will not acknowledge but continue to plague me with sms and emails all of which I answer with the same thing, pay me storage and safe keeping fees and then you can have your equipment. They do not bother to read replies I am certain of that. Now they are threatening charging me for failure to return. This should get interesting. AVOID VIRGIN AT ALL COSTS
Reviewer
chris
Location
nottingham
Date
09/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
was ment to have virgin installed at my address on the 2nd of march took time off work, appointment between 8am-1pm, how ever it comes to 1pm on that day no one has arraived so I call them, I then get advised that my appointment has been canceled.....when I ask why it was due to people who lived there before had multi accounts in debt, when I had again confirmed how long I lived there "laura" advised she would get this sorted and give me a call back, oh guess what no call back, so after chasing them for a week, they turn round and say that due to the debt they will not give me virgin unless I can provide them with photo ID and 3 YEARS worth of proof of living at a different, address, then advised that even when I sent this in could take up to another month before I can even get there service Install and failed to compensate me for loss of Earning due to having to take the time off unpaid. so after failed appointments broken promises and me having to do all this bulshit just so it can go to there Fraud prevention team just gonna go to sky service good and there BB and TV is Decent, just hope I can get my 25 pound back
Reviewer
d lawson
Location
islington
Date
08/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No internet for a week. Useless customer service. lost count how many times it't dropped out. Seldom get anywhere near 60 Mbs that i pay for when it does work. I'm done with them and switching to BT Slower speed but much more stable. Ive lost over £250 worth of gaming gold / items because of lost connections when playing. AVOID AVOID AVOID
Reviewer
Dva
Location
Wirral
Date
07/03/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with Virgin for over 7 years having been with Talk Talk and BT. Talk Talk were very good and having bad experience with BT changed to Virgin because the speeds and prices were better overall.
Over the years Virgin have never failed to impress me. The current package I have is TV XL Phone Medium and Broadband XXL. The speeds of the fibre optic broadband are brilliant. No bottlenecks. The TV works and the phone line is fine. This however only tells half the story.
Virgin's customer service is fantastic. They have rewarded loyalty with making sure that my package is always cheaper than for new customers. And they allow me to review it every year to make sure I am still getting the best deal. As an example my broadband speeds used to be 60mb and speed tests showed I was getting 56mb. When I asked about further upgrades they told me that I could be upgraded to 152mb and still have my loyalty deal. In addition they reduced the price further.
Good customer service can also be measured in response to when things do go wrong. Once again, their call centres, whether abroad or here (can't tell the difference anymore) are on the ball. My issues, whether TV or Broadband have
always been resolved in one phone call.
But here is to me the clincher.....I'm terrible at paying my bill on time. Combination of silly pay days and agency working means it's not always at the same time. It takes about 3 weeks for Virgin to suspend the service if you've missed a payment. On one occasion it was suspended so I got on the phone and explained the dilemma I had regarding my wages. The operator agreed to give me my broadband service and TV service back but with reduced speed and services until I made the payment, 3 days. And true to their word, it was back up to full speed and services afterwards. With Virgin, it's like having a mate. Reliable, trustworthy and ready to extend you a helping hand when needed.
Reviewer
markh
Location
london
Date
06/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
As a customer of 20 yrs standing, I was unhappy that Virgin decided to unload its ADSL customers onto TalkTalk so that they could concentrate on Fibre customers. Since that decision was made service has fallen through the floor. Mail regularly unavailable, bills/package details unavailable, phone support laughable. I'm not going to TalkTalk, I hope that my details have not been passed to them as I did not consent. Steer clear is my advice.
Reviewer
Ash M
Location
Exeter
Date
05/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Sky rule! Virgin are a shoddy outfit with useless equipment and poor Internet speeds. Customer services are useless you can tell they are on minimum wage ! At the end of a contract you are asked to return your equipment in a bag provided and return to your nearest depot point (humiliating and some what of a struggle if you are an older person!) have now been waiting 6 weeks for a cheque to be returned.... This surely must be a record for sending out a small amount of money. I thought it was the 21st century and could send to my account. SKY all day long..... Be warned!
Reviewer
Alexey
Location
Coventry
Date
04/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I bought 50 megabit broadband. Actual speed is around 3 megabit during evenings. Virgin media acknoledges problems, regularly promises to fix them, but does nothing for at least 6 months already.
Reviewer
Aaron
Location
Derby
Date
04/03/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Dissapointed with virgin media overall. The internet is extremely unreliable at peak times (evenings and weekends) which make it hard to do much other that load up web-pages at a slow rate. I have to reset the router usually once a day. The speeds are far from promised and ping is very unpredictable making it horrible for gaming. I have had a virgin media technician around lots to "fix the router" which has had no effect the last three times. My parents have BT infinity which has stable ping, download and upload speeds from what i experienced when i stayed over for a week.
Reviewer
Aaron
Location
London
Date
04/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Waste of money. Rang them up number of times about our internet going down and they say they have fixed it but never do. Don't rely on this internet service!
Reviewer
Martin
Location
Rotherham
Date
02/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
complete shit service and incorrect invoices, topped up with even worse internet speed and connection
Reviewer
Tom
Location
Leeds
Date
01/03/2015
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Not happy, internet signal drops out 3 times a minute (if im lucky). Has worse reliability than BT in rural lincolnshire and about the same speed.
Reviewer
BEV
Location
Oxford
Date
01/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I used Virgin for a bit more than a year - broadband was extremely slow and stopping every 5 minutes. When I moved to another provider they continue to get money from my account and never reimbursed me ... Their customer service let you on hold for ages... Very very disappointing
Reviewer
jay
Location
wembley
Date
01/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This in london..Worst ever broadband. 4 breakdowns with in 14 days. Absolutly rubbish.. Had sky & o2 buy only had one or two times problem. Pay a premium but no service. avoid... Avoid... Avoid...
Reviewer
keith ingrey
Location
purbrook
Date
28/02/2015
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
the broadband.....when it's fast its very fast.....unfortunately thats not very often
Reviewer
maddrae
Location
Renfrewshire
Date
27/02/2015
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with virginmedia (previously ntl) for well over 10 years and have put up with unreliable broadband speeds as I assumed this was normal. I have recently upgraded to the Big Kahuna which boasts speeds of up to 152mbps. I still have intermittent speeds and sometimes nothing all day in my kitchen and living room. The room where my superhub is only gets 35 mbps on a good day. I have complained and they now say it is because of my brick walls and nothing to do with their service. Every time I phone I get a different person and have to repeat my complaint over and over again. They say they will check it out and try to come rectify it but they never phone back and I have to phone again. Catch 22 !! They only want your money. They lure you in by offering all sorts of deals but before you know it they are adding on all sorts of extras which cost a fortune.
Reviewer
Ian
Location
Aberdeen
Date
27/02/2015
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
fatimat
Location
United Kingdom
Date
27/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
We have been with virgin media for 8 Years because we live in a valley and the reception is so bad, other companies can't provide us with tv coverage because the signal is so bad. It is finally unbearable dealing with this company (virgin media), we have decided to go without. Over the years they have left us with out tv coverage for as long as 2 months. Bad customer service, We have had many faults with the tv and they take forever to fix it. They really don't care about their customers, I think this is because they are a big company. I have had it with them, save your self the stress and constant disappointments. WORST COMPANY EVER...
Reviewer
Peter Nagy
Location
London
Date
27/02/2015
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
At the beginning the internet speed was fine, however i always had problems with the range, even had to by a range extender.
The last couple of days I did not have internet, or even if, the speed was very slow. So I had to ask for a technician, who was supposed to come between 12-4pm. I was waiting until 4pm, and after I called customer care I was told the technician was there at 11:30!, no answer at the door so he left. Without calling me or leaving any letter.
So I was told he will come back in the next 10 minutes. After an other hour of waiting I had to call again, to be told he fixed the problem from outside. Again without calling me, knocking the door or leaving any note.
I don`t have to say the internet was not working again the same night...
NO information, NO solution, NO compensation and probably I have to spend an other day at home to be able to use the service I pay for.
Reviewer
David
Location
United Kingdom
Date
24/02/2015
Comments:
About 4 months ago we tried to install the internet, and we waited for more than 2 weeks because we had some address problems, but then the guy came to install the internet he checked that we don't have the cabel which was obvious because our house is new, so he told us that AGAIN we need to wait 2 weeks, but we were upset so we cancel everything, but the thing is that the same day they charge us 25£ pounds but they didn't do anything, and after they promise to send the money back, and tadaam, is almost spring and the money is still missing. It's a big shame, cos its the second day I'm trying to call and they can't do anything about it !! You can take the money for nothing, but you can't give it back? Nice job.
Reviewer
pete
Location
melling
Date
23/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
pay for 100 meg get between 4 and 10 most nights .
have complained for almost a year. you get a review date it comes and goes you get another and another
i have had at least 6 review dates
and to top it all off they keep over selling so the service (i use this term lightly) get's worse this is from someone who's been with them 10 years soon to be ex customer.
Reviewer
Yuri
Location
Studley Warwickshire
Date
23/02/2015
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
In September 2013 I signed the contract for 18 months. The first 6 months promotional offer was £14.99 and after promotional offer is £29.49. During this time they INCREASED PRICE and somehow service charge is £36.40 now!!! Very disappointed. They answer for this is always "investing".
Reviewer
Dhas
Location
Date
23/02/2015
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Comments:
Joined Virgin media when we moved into our property as our mother in law uses them. The first year was great overall, then we joined for another year and were very disappointed. The Internet is so slow and cuts out. After numerous calls about this they say it's fixes but the problem still arises. After being a valued customer for 2 years we have never had anything to say thanks. After this year end we won't be joining them for another year.
Reviewer
Adam
Location
Wirral
Date
22/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Primarily signed up with virgin for gaming (which against popular belief only requires a STABLE 4-5mb connection). Virgin is great at 2am when I register 34mb speeds, and a ping well below 20. My computer is new, and hard wired. But I don't really need useful internet at 2am, I expected and pay money to get useful internet during the day and evenings. After 6pm until midnight, most nights, I've observed my speeds dropping to 2-4mb. The ping results are even worse ranging from 150 to 999. This isn't a slight drop in service that's reasonably expected, this is a failure of service. I can't game at night. A 1000% drop in download speed is completely useless to me. When I ping test, I receive a level of service to various UK severs far slower than someone in New Zealand or California. I'd love to ask virgin, why is my internet in accessing a uk server slower than someone on the other side of the world? This quality of service is a complete joke. Virgin broadband, as well as useless to me at night, is not reliable or stable. How they can produce adverts implying they provide internet that is usable for a whole family? Including myself there are 2 people in the household I live. I only have one device that uses internet, my hardwired PC. How virgin have not been sued for misrepresenting claims of service I don't know. At best there claims are misleading, at worst they deliberately lie about what it is they offer. My 50mb connection is suitable for basic streaming nothing else. Even worse then my old gripes, is that now the level of service is noticeably getting even worse, over the past few months. it's gone from bad to a complete disgrace!
Reviewer
Asif Khan
Location
Bradford
Date
22/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This connection is absolutely terrible, It isn't reliable for **** and the speed is so slow I feel like its my fault I signed a contract with them but when this contract run out I am definitely going to sky... I am speechless about this connection.
Reviewer
Padiyan
Location
Leeds
Date
21/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Went to get virgin broadband at store leeds st.Jhons center , and paid £25 upfront (cash) which there not even supposed to take because its a direct debit payment. As time progressed I thought everything was fine and internet was working not as fast as we had pay for around 14mb highest. Lady named debbie from that branch took the money (cash) and left it on under her desk keyboard... My suspicions arrived when I received my first bill payment which showed that not only have I already paid £25 pounds in cash in store, they also charged me unknowingly took £25 pounds for setup via debit card too. Another few months later I walked into same store and a staff member allowed me to pay by direct debit broadband bill in store :/ I thought to my self for a moment hmmm are they allowed to take cash payments because looking around there was no cash tills. But still completed my payment and paid £85 (cash instore) ..... And was told she will update my payment through my virgin account. .... 7 days later my virgin broadband sent a letter to say that I still need to pay my bill and nothing has been updated into account as an payment,,,walked back into store sameday and all staff incudling manager denied to have taken any payment and upfront cost and said that we wasnt even a bloody customer there!!!! As annoyed as I was the lady debbie who I paid £25 pound to also denied taking (cash) ....I have clearly been scammed by the leeds st,johns virgin media store. And want to take future action. I am shocked how they lied onto my face when I paid the same (lady in cash) who started up my broadband account. (Shame on them for being such rubbish customer service providers and ripping off people on high street)
Reviewer
Sergei
Location
Guildford
Date
19/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
On my memory, this is the worst internet provider I have ever encountered with. The broadband speed is OK, but only in those lucky days, when there are no "area faults", which can happen EVERY single day. Those "area faults" will give you the opportunity to use your LAN only and you can forget that you are paying £32 for month, because you will get no adequate internet. If ever you are choosing broadband, do not choose Virgin Media with their low prices, as you will surely get shitty connection which will disappear every day around 7 in the evening. Moreover, customer care service is oftenly impolite and unprofessional, who cannot really help you with sorting out your problem. Not only you will spend a lot of time trying to break through to the operator who is absolutely useless, but you will spend your money and nerves. Better avoid Virgin Media.
Reviewer
Martin Lord
Location
Enfield
Date
19/02/2015
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
i have 20mb broadband connection which is OK when its working - often it is not although Virgins broadband status page rarely reflects this fact. Customer service is patchy some times good some times bad just depends on who you get responding I think. There sales staff on the other hand are snake oil salesmen in my experience. Often being misleading or out an out lieing about costs and particulars of offers etc.
Reviewer
RCop
Location
Midlands
Date
19/02/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Nowhere near advertised speeds.
Virgin are always quick to blame customer computers and wifi when it is in fact their substandard service.
Reviewer
Romer
Location
Uk
Date
18/02/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Been with virgin media for 4 years. I pay a lot for just phone and broadband. At the start of my time with virgin they said I can't have tv and they don't do fibre optic but should do in the future. It's been now and they still said the same thing. I looked at other providers for better deals and I wanted tv in the new package. I was going to move with talktalk because it's cheaper and then 2 days later... Virgin moved me to talktalk randomly. No deals or anything because I was technically a virgin customer still. I started experiencing this stupid home safe on every website I tried to get on. Customer service for virgin is ridiculous, 1) I kept telling them it's not my router as I can access the internet but they kept sayings it's the router, well duh I don't work there but it's not rocket science. 2) no-one speaks fluent English, I'm asian so don't say I'm racist. 3) they said I need to speak with talktalk, adds another £20 to my bill, thanks for that. 4) promises saying they'll note it down, but we all know what happens, it goes in the bin or doesn't get noted at all. I had enough so I moved to talktalk. I actually got a fluent English speaker and his name was Ben! Very helpful and I'm waiting for them to move me over. They can offer me tv also! For the same price as I am paying... Actually cheaper. Get off virgin, it's a scam provider and hopefully watchdogs will get them because they are ridiculous. One more note when I started they said they would send an engineer to do my phone line and they didn't. First 2 months I was paying for phone line rentals when my phone wasn't installed or connected and they said I've been calling off it? Lol, finally got an engineer round. Can't issue refunds? Lmao I left it as it is because too much hassle.
Reviewer
John Hughes
Location
Motherwell
Date
18/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
DO NOT SIGN UNLESS YOU KNOW THE PACKAGE THEY ARE SELLING IS ACTUALLY AVAILABLE
Had a cold call for Virgin Media installation - agreed and signed deal only for installation to be cancelled 2 days before fitting. Called customer services and had them hang up on me. Contacted CEO's office and had a call within hours to tell me that the service they are selling is not available and will not be available until "maybe" next year. The Virgin salesman had already taken all my details to cancel my Sky deal and now I could end up without any provider due to Virgin Media being so bad.
Reviewer
Tracy Douglas
Location
Kettering
Date
18/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Will never use Virgin again. TV and broadband dow regularly - just becuase it's intermittant doesn't make it ok! Biggest waste of money - save yourself a headache and pay a few extra pounds and go with Sky! I;ve tried complaining but they don't respond.
Reviewer
jodie
Location
keighley
Date
17/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I advise anyone who wants to go with Virgin DONT they are rubbish i have been with them now for over 18 months and from the start I have had nothing but problems it is so bad it's unreal not forgetting they are expensive wish I had stuck with sky their customer services are dreadful they are rude to you don't tell you the right information I can not wait to leave Virgin
Reviewer
Mick
Location
Edinburgh
Date
16/02/2015
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
now 50mb broadband; previous the slower connection....the old connection was a lot more reliable...the faster speed is not much of an improvement getting about 10mb ....and more to the point it drops off or connection is lost almost daily
Reviewer
samarpan
Location
United Kingdom
Date
15/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have never faced that much lousy and unstable internet connection in my life. It always shows me no internet connection and limited access and that yellow exclamation mark in a triangle on Wi-Fi sign. I am paying for 100 mbps and I have to call customer care to get even reasonable speed. Whenever you will need and feel like you have some important things to do, you will not have the connection. And this is so frustrating that sometimes it make you feel like you are the most unlucky person on the earth.
Anyway customer care centres are great, helpful, and polite. Moreover they know what they are doing.
Virgin media you claim to be number 1 internet service provider, it can be so but from upside down. And I am changing my service provider you just lost 3 customers. 3 connections may not matter to you but I will make sure that any person who know me do not get your services.
Reviewer
Reece
Location
Portsmouth
Date
13/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media customer service:
Phone call 1 - Foreign lady answers phone requests I talk slower, then told me I had to call off a different line after being on hold for 20 minutes.
Phone call 2 - Foreign lady answers, I explained I spoke to her colleague and that she couldn't answer my question, she then hangs up!!!
Phone call 3 - Technical team refuse to talk to me, I explain as a paying customer they have to, they then say call us off a different line and hang up!
Phone call 4 - Spoke to an English man Russell, sorted problem within 30 seconds! Virgin media are a woeful, disgrace of a service.
Reviewer
CAROL WEAVER
Location
CARLISLE
Date
13/02/2015
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Can't make a full judgement yet as just provisionally signed up, but have got a good deal. But Ian should immediately call his bank to ask for the DD to be repaid under the DD guarantee. The bank should refund it instantly. Also ask about recouping the charges. Write to Richard Branson at Virgin headquarters, asking why you are being treated as if you were not a valued customer. I always go to the organ-grinder if the monkeys are giving me probs. I am having second thoughts after reading these reviews. I had heard that Tivo was a bit poor and that is why I was looking for reviews such as this.
Reviewer
Elena
Location
US
Date
12/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
My company is starting a PtP line with Virgin media. Our headquarters are in Lehi, Utah. We are very disappointment of their customer service and sense of urgency that are not existent. It took them six weeks to do the site survey and two weeks more to do the planning. We had to put lots of pressure and get with management to make this happen. The entire project will be easily delayed by two months which is unacceptable. I do not believe that we will stay with them and we will go with another provider as soon we can. We are very very disappointed as our main focus is to serve our customers very well and this is not helpful at all.
Reviewer
Charlie Boy
Location
Halifax
Date
11/02/2015
Ratings
Satisfaction
3.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Brilliant customer service, A1 ultra high speed broadband. My issue though is the cost, £49.50 when I have Sky TV who will give me 30mb FOC for 12 months... bye bye Virgin!
Reviewer
ian pritchard
Location
swindon
Date
11/02/2015
Ratings
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i change my address and was told a date my next payment is due and virgin took money before that date which incurred in bank charges when spoke to virgin about it they where no help refused to put the money back that was taken illegally and when i said i want to speak to managment to complain they just stoped talking to me on the chat page and ended it this is not how you treat customers
Reviewer
kerai
Location
Date
10/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The internet is absolutely atrocious!! It randomly stops working while I'm watching movies, on skype, surfing the net. Other family members on virgin also make the same complaints and say that sky is much better
Reviewer
dom
Location
bon
Date
09/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
awfull expierence, do not buy this one. sloww extremley unreliable
Reviewer
Kris
Location
St Albans
Date
08/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Having been with Sky for 5 years before switching to Virgin for TV and internet I am very disappointed with the service.
TIVO really is rubbish! It is slow to load up menus. It is non-intuitive. It is badly organised. You have to pay for a lot of what is free with Sky. It makes very annoying noises which you can not turn off. And the online Virgin Anywhere app is very limited to what you can watch. If I were to give Sky + and 8 out of 10 Tivo would get 3 out of 10.
Broadband is just as bad. My iphone and Ipad simply will not log on to the wireless internet. I get repeated messages which say password is incorrect (I know 100% it is not incorrect so incredibly annoying when the support centre say it is). Their only solution is to change the band of the internet which solves the problem for about 1 day then its back to normal. My Sonos speakers have never been connected - I not use my neighbours wireless internet to connect them. Support for internet is very bad. I have been told that they are not responsible for the wireless router so as long as they provide a connection to the house they have done all they need to do. They said I should use a cable for the internet. Only problem is that my ipad, iphone do not have a slot for a cable. I could go on an on but needless to say they get a big thumbs down from me!
Reviewer
Colin Taylor
Location
Erith, Kent
Date
07/02/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Had big Kahuna installed by 4 guys who moaned all the time they were here. Tried to use catch up but massive buffering problems. Attitude of cuts service very poor, signal level to TiVo box very low, needs a tech visit and very kindly they are not charging us for sorting out a crap installation, however, because we work we have to wait a week. They won't discount our charges because catch up is free. VERY POOR
Reviewer
Em
Location
Bristol
Date
07/02/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Very faulty service in our area for last 2 years. Issues on a weekly basis, some times we can have a faulty service either completely out-of-action or intermittently working very slowly for a few days at a time. Customer services are very generic, slow & sometimes do not respond. I am very disappointed in the service I have had from Virgin. Granted, when it is working, the speed is generally good. Our package includes TV, though i'm not sure why, as the channels are identical to Freeview anyway.
Reviewer
Kcooper
Location
Manchester
Date
07/02/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I was really happy years ago when I signed up with Virgin but they have got steadily worse. I have had no broadband for 4 days but cannot even get to speak to someone never mind get it fixed. Yet they continue to take my money. I am sick of being stolen from by thieves who promise a service then don't provide it but because it's computers we accept it. If I were not given what I ordered in a restaurant I would expect a deduction from the bill. Yet Virgin and BT continue to take my money and in return I have an ugly plastic box that occasionally flashes but provides no useful service whatever.
Reviewer
northwestern
Location
London
Date
06/02/2015
Ratings
Satisfaction
1.00 stars
Reliability
1.00 stars
Comments:
AVOID!
3 months,and 3 failed installstions, after signing my contract, I still dont have internet.
1. The first installation attempt was scheduled for mid-December, I had to take a morning off from work but the Virgin team didnt show up or even notify me the installation was rescheduled.
2.The second installation attempt was scheduled for mid-January, however they again failed to show up or notify me of the cancelation, their explanation being they couldnt find a parking space.
3.The third installation attempt was scheduled for early February, however they phoned me up just the evening before the installation day to let me know that they wont be coming the next morning because someone had parked in the parking slot they had secured(why they had decided that this person will be parked there the next morning, or couldnt simply call the traffic warden, is a mystery to me)
All in all, they have been failing consistently over the last 3 months and seem to have zero regard for their customers.
Reviewer
Channa
Location
Sheffield
Date
06/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I moved from sky to VM due to house move
Broadband- 100Mb fribreoptic- BUT actual speed was <0.5Mb. every 1-2min has to refresh and stare at the screen for further 2min to obtain connection. My mobile internet via crappiest EE even faster. I went closer to the router (2-3 feet) absolutely no difference. switched on and off everything not a jot of a difference. No other wireless equipment in the house as I have just moved in and have no other equipment in the house other than a sofa!!!!
TV- has anyone noted how frequent the adverts appear in Virgin TV. this is absurd. i was with Sky for 7 years and for the first time moved to Virgin and can immediately notice the change
Telephone- no real concerns
over all- customer services- I was within 14days. When tried to cancel, customer services were dishonest. kept me on the phone till 8:10pm and mentioned that cancellation team has now closed. Next day morning when i called they were RUDE trying to convince me why i should not. Infact i was told 'you are not giving us a chance to correct it'. YES i was not giving them a chance so that I go over the 14 day cancellation period.
AVOID AVOID AVOID worst ever broad band. Perhaps BBC watchdog should investigate where the 100Mb speed comes from.
I don't know who is better. I had talk talk in my other house.....they are bad but not worse
Reviewer
stevie
Location
glasgow
Date
05/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
were do i start, always had their broadband which is defiantely the best out there but that is about it, I eventaully signed up to their big bundle, full tv, broadband, phone the lot for an online price of £84, all installed no problem but then it all fell apart, i called about two weeks ago to say my router wasnt working and on the same call asked if i took off sky sports would i save money, they said yes you would pay £64 so said take it off but got cut off so called back and got through in no longer than 5 minutes just to confirm it had been done and confirm my price but told nope thats not right the price minus the sports is 103 something to do with discounts so after a bit of arguing i asked to just put it back to what it was which apparently is impossible as each person has different discounts ! I spoke to customer relations who confirmed this and actually came away with the phrase it is what it is !! i spoke to a manager in that department who gave me three options and prices so called today to fix only to be told again that those prices dont stand and its more now, no record of speaking to a manager and even if there was they dont use their recorded calls for complaints, totally shocking service, no attempt to help or resolve anything at all. wouldnt go near them ever for anything
Reviewer
Rahul
Location
Crawley
Date
04/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband i ever used after upgrading the SPEED still the internet is so slow that if you try to open 1 page it will take at least 20 mins to open,i given them the call but still everything is SAME,really bad service,i paid monthly for their services for NOTHING,complete ZERO
Reviewer
Sarah
Location
Date
04/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If there were zero stars I would award this. Absolutely useless for broadband from day one. We have had an engineer round and constant phone calls. DO NOT GET BROADBAND WITH VIRGIN MEDIA.
Reviewer
Matthew
Location
Leeds
Date
04/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Like many reviews on here. It's the customer service team that are the problem. In my unfortunate case, the move and transfer team, who aren't a happy bunch at all. Having moved out of a rented accommodation and into a temporary address I called to find out what I could do about my broadband. Which I needed to have disconnected from the property so the new tennants could set up their own. After five or so minutes of the man taking all of my details then said we can transfer it to your new address. Which in return I explained once again that cannot be done as we don't have a permanent address. I asked if the contract could be paused while I find my partner and myself somewhere to live and then we could continue where we left off. Which was a no. The only option I had was to pay them a rediculios amount of money and terminate the account as we were only half way through the contracted period. After ten more minutes of this going back and forth he said he could give us a month and then it could be transferred over. Great. That was what I wanted in the first place. He then in his mumbled his way through some disconnection confirmations then proceeded to try and get me to refer someone for Virgin media and then started going on about virgins phone deals. No idea why but hey. I was happy I didn't have to pay a hefty bill and got to keep my broadband for my next home when I found one. I was then plonked on hold for a while as he 'calculated' something. As he was so quiet I barely managed to understand what he meant. He came back and gave me yet another bill amount and told me they do not offer the service of freezing or holding the account which he said earlier was fine. Being completely confused as to what he has done I asked to speak to someone else as he was now just repeating the same phrases from earlier in the same order. He refused and said everything is done now. I ended up hanging up the phone as he was increasingly becoming louder and getting ruder as I was asking him what he as actually done with my account.
I rang the customer service team to get some answers. I spoke to a lovely woman who brought up my account and found that the account was to be closed with a exit fee to be taken from my account. She put me through to the move and transfer team to see if my broadband can be taken to my temporary address so I do not have to pay the exit fee and get to keep my broadband. I wasn't even given this option from the first man. But predictably my temporary address does not have fibre optic so that went out the window. So I'm now left with a lovely bill but now if I love into a virgin area I can call them and resetup the account and get my money back. But if I don't move into a virgin area I'm basically porked.
I really liked the broadband's realiability even if I never managed to get close to the download speeds I was supposed to have, even if I plugged my computer into the hub. I'm dissapointed that they have some staff (the move and transfer team in particular) who just don't care as much as the rest of the customer service team who are genuinely a nice bunch to talk to.
Reviewer
Zack
Location
London
Date
03/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
The broadband is excellent but the customer service leaves much to be desired with waiting times sometimes as high as 2 hours!!! Biggest mistake ever!!! Cant wait until my contract is over
Reviewer
Vladimir
Location
Hainault
Date
02/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Internet was quite fast, but not reliable.
Impossible to play online - every 10 seconds games freezes for 1.5-2 seconds due to bad ping.
After the end of contract I received a bill for 19 pounds. The only explanation was 'changes to bundle', but I didn't requested any changes. Furthermore after the end of a contract.
Reviewer
rrubicon
Location
Bushey
Date
01/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I had a business contract with Virgin for about 5 years until they changed my call tariff from all-inclusive to pay-per-call without telling me. I only noticed after about 8 weeks and when I called them to ask what was going on they said I must have called them to change it myself. This incurred extra call charges of about £500! They refused to acknowledge their mistake or to refund my money, asking why I hadn't noticed earlier if what I was saying was true. This was just the last straw in dealing with them. They were consistently unreliable, incompetent and dishonest, and never apologetic. Unfortunately we have to deal with a small number of large telecomms companies making large profits with no real competition, which makes them smug, arrogant and complacent. They will all treat you badly at one time or another. Just don't trust a word any of them say. Never take their assertions at face value. Always take names and log complaints.
Reviewer
siva
Location
feltham
Date
31/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service. Broadband and wifi constantly breaking down.
Expensive and poor customer service. Very poor value for money!
plse improve
Reviewer
TD
Location
Hertfordshire
Date
30/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I was a long-term customer with VM and recently switched over to BT. I had agreed on a date to close my account with VM, with at least 2 VM personnel. VM subsequently sent me a bill charging for services after this date, as they stated the account was closed on a later date. On phoning VM to explain the situation, the VM personnel tried to waiver this charge but couldn't since I was no longer an existing customer, and advised I email their customer service, which I did. Two weeks later, I had a reply from VM to state that as they provided services to the later date, the charge was valid, and the money has been taken from my account. They therefore considered the situation to be resolved.
This shows a complete lack of regard for customers and a flawed customer service procedure, ignoring the issue the customer is raising and taking their money before further dialogue! As someone who has to carefully budget constantly (buying this from ebay/charity shops, hardly ever buying new clothes for myself and my children, looking for supermarket offers during weekly grocery shopping), I resent a big corporate company like VM taking my hard earned money in this manner. Surely Mr Branson, you can do better than that!
Reviewer
Warwick
Location
Portsmouth, Hampshire
Date
29/01/2015
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
We always seem to get a connection, but we're paying for 50 mb and only get around 2-3mbs. Very frustrating!!
Reviewer
Andy
Location
London
Date
29/01/2015
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Comments:
Truly awful broadband service. Constantly cutting out and after the umpteenth call & no resolution to my problems they STILL won't send someone out to look at it, despite there being no reported problems inky area. Their costumer service is shocking. Badly trained staff who seem clueless at times as to how to do their job. They make you feel like a small insignificant voice trying to get answers from a company who seemingly don't need or want your business. Can't wait to leave them at the end of my contract. Can't want.
Reviewer
Chedder
Location
Merseyside
Date
28/01/2015
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Just left Virgin Media as their charges went up dramatically and they wouldn't entertain and deal! However, for last 18 months or so have had no real problems with broadband speed or reliability (just a couple of outages affecting my postcode). If they had held the price I would have stayed with them - but it was too big a hike. Customer service contacts have been fine - no real complaints except sometimes quite a wait.
Reviewer
Ray
Location
Surrey
Date
26/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They are cheats and liars - I've had download speeds of 0.44MB/s on a 50MMB/s service! When I've complained, they explain that infrastructure works are causing a few problems to a few people - though they don't admit that on their website. Oh, and by the way it will be like that for the next 2 months... I'm still with them because of the hassle of changing my email address, though it's now time to quit I think....
Reviewer
K PATEL
Location
BOLTON
Date
26/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer service ever,
avoid at all costs,
poor english,
habit of mis-selling contracts-overcharging,
constantly hang up phone,
break UK law by breaching SOGA and not willing to take responsibility for this.
Reviewer
Tessa wyatt
Location
Bexleyheath
Date
25/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
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.
Reviewer
Tom Allen
Location
Cambridge
Date
25/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Aweful service, regularly drops 5 to 6 times a day, its down to the way virgin configuire IP adresses, its illogical constantly overlapping and having proeblems. No other ISP has this problem.
When you ring them you get through after usually 20-30 mins, they give you crap excuses as to why its so bad and then they tell you to do the most basic things i.e turn the router off and on.
After spending about 2 hours talking to someone, all they did was tell me to do a whole power cycle, said they ran some things on their computer. When nothing had changed i rather angrily said, well do you think ive not tried that? its not going to work.
They said that was all they could do so i moved to talk talk.
From what i gather virgin is great for fibre optic in cities. But if you going on normal cable they dont give a toss in terms of service or reliability. Do not go with them
Reviewer
lynne dovaston
Location
stockton on tees
Date
25/01/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Comments:
phoned tonight re remote lady i spoke to was lovely going to send new remote out fantastic service thank you
Reviewer
Ed winslet
Location
Egham
Date
21/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'm lucky if I get 3 mb at the moment, been a customer for years going to go elsewhere as its just got terrible
Reviewer
Pete
Location
Wall Heath
Date
21/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter cr@p! Supposed to get 60MB (or at least 50). For the last 18 months (yes you read that right),lucky to get 2MB at peak times, usually lot lower. After a succession of repair dates and broken promises I have had enough of virgin and will be leaving. DO NOT Sign up for broadband in DY6 Area.
Reviewer
fraser
Location
Edinburgh
Date
21/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Shocking is all i can say have since left and all their other services they provided our family,,mobiles etc
i had 30meg and was fine,,mind you i had no contact with virgin for the first year..
i was offerd the 100meg and it wa very good price and took it,,it was on average slower than than the 30meg and the rubbish that came from their support team services,,,from turning off power for 5mins to different routers !!!!
anyways by this time i had received the free upgrade to 50megs but i had decided to leave and in mean time complaints gone missing,,not replied to etc
they name say i wanted the 50meg package and charging me for that to leave contract despite my contract been the medium package and they gave me a free upgrade!!
never mind this is still on going
just dont use virgin
Reviewer
Alessandra
Location
Redhill
Date
19/01/2015
Comments:
I've made a contract with Virgin expecting to have a solution, but I get until now only excuses and sorry, what does not give me any solution. I still expending time and phone calls to hear sorry, I'm unfortunate, exhausted, upset... Can't wait for the next excuses. I've been treated without consideration, as I'm a new client, feeling frustrated since the beginning. That is Extremely abusive. I don't know if it worth.
Reviewer
jay walmsley
Location
radcliffe manchester
Date
18/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Slow waiting for channels to switch over,set up recordings on series link but not recorded, sometimes tells you something on a channel then when you switch to its not there and vise versa hence i missed the snooker final, absolute garbage sky is so much better gunna switch back when contract up
Reviewer
geordieduck
Location
Date
17/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible service from a crowd of patronising confidence tricksters.
Reviewer
Cranium
Location
Gateshead
Date
17/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The speed drops to 2mb at the time our household needs it most - not even fast enough for one person to watch Netflix comfortably. Often it just goes off altogether with no response from DNS server. Customer service is patronising and nobody has responded to official complaint form or repeated updates from me. I've been assured several times that it's all fixed but there's no improvement. It has got worse, if anything. Their website says there's nothing wrong with the service.
Virgin Media is unable to provide the service they advertise and sell. It is not fit for purpose. My old provider, o2, was constant and reliable with no variation in speed and no limitations or penalties. I'm going back to a decent service.
Reviewer
Diana
Location
Kensington
Date
16/01/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I would advise anyone looking to go with virgin media for any service to not waste their money. They are money grabbing and horrendously unfair, leading people into contracts they are not fully aware of and taking more and more money they are not entitled to.
Reviewer
Mat
Location
Cheltenham
Date
15/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Pitiful customer service featuring a labyryinth of passed over complaints, all I wanted to get a cable redirected to a new office 3 months for initial broadband with 4 site visits, then hours on phone totally unnecessary.
Reviewer
Sabrina
Location
United Kingdom
Date
13/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Just paying for problems rather the service. Not reliable at all, when I get home I never know if I will be able to keep working or just make a skype call... All this for more than 30pounds per month.
If just they were as professional as they are every 29 of the month taking the money from my bank account...For a service I am not having.
Reviewer
Diego
Location
RH11 - Crawley
Date
13/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Last 8 months the service in the evenings is reduced to a mere 1Mb despite paying 30Mb. Tech Support said it is a local fault and would be solved in 4 months!!! The 4 months has passed and they extended this fault for another 4 months! After several complains I received some bill credits but I want a RELIABLE BROADBAND!
Now with the SUPERCHARGE speed... if they can't manage 30Mb, how are they going to cope with 50Mb. Changed to Talk Talk to try something different. Virginmedia is running a gruesome scam!!!
Reviewer
Bruce
Location
Bedford
Date
12/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virginmedia broadband is poor in the evening.
I'm lucky if I get 2.0 Mbps which means the the video you're watching constantly replays or doesn't play at all.
Virginmedia doesn't tell you the truth. They must reduce their broadband in the evening.
Reviewer
Abby
Location
Date
12/01/2015
Comments:
When I first joined Virgin media they were great, everything ran smoothly at a very reasonable price. Then after a year my bill was put up by £30 a month without our knowledge or agreement to pay so much extra for the same package. When I rang up I was informed that we could have 6 months free then pay £50 for the next 6 months, I even read this back to the operator who agreed that I had heard correctly.
Shock, I am still being charged the full amount and virgin media are saying this was never offered to me and refusing to find the recording of the phonecall in which I had been misinformed. When I rang to sort this the woman was very patronising, all she wanted was to take my money. I went on to write a complaint to which I had no response. When I next rang I was told that my dispute had been closed, nobody had contacted me to inform me of this. I will be taking this further as I have just been made to pay £140 as they were threatening me with debt collectors and tarnishing my credit rating.
It's fair to say I will not be using virgin media again after my contract ends and will not be recommending them to anyone when this time last year I would have!
Reviewer
ej wells
Location
Hinckley Leicestershire
Date
11/01/2015
Ratings
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I started out with only praise for VM after endless issues with another major ISP. Now my mood has changed after endless down time with the Broadband connectivity and dial- up speed in the evenings. The customer service facility is the next best thing to useless!
Will this ever be put right? The service status page for my area says "Broadband Good!" Trust me - It's NOT GOOD ! AVOID VIRGIN AT ALL COST! I made a huge mistake signing up with this 3rd rate ISP
Reviewer
Mike King
Location
Birmingham
Date
10/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Broadband OK.Every thing else appalling. New contract on 11/11/14 but couldn't get phone working. Still waiting for an engineer but being charged for phone! Also, charged fu'll price for bundle as discount only applies when take phone. They can't get phone to work so charging me full price! Also charged me installation fee despite being free for my deal. Refund promised 4 weeks ago but not yet received. Aweful customer service. Avoid at all costs.
Reviewer
Wayne
Location
Oxford
Date
10/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Customer service is shocking. Virgin Media Payments continually failed to correctly set up our direct debit and correct billing period leading to month after month of payment issues and repeated suspension of services. Each time we called they would apologise, refund charges, reinstate services and attempt to resolve the issue.... Next month it would all happen again!
Reviewer
someguy
Location
coventry
Date
09/01/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Ok, the customer service is really bad. You get some help from some indian who cant even speak english properly and blames the problem on anything that isnt the actual company. The speed is rubbish as well. i get 5mb on a 50mb package. the upload is a steady 3mb and paying for 4mb so no problems there. It tends to never go down though.
Reviewer
Martin
Location
London
Date
09/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am not a customer. But I am trying ....
It seems that I need to do more. I filled in the online purchase, I agreed to pay up front, I agreed the install date and all the T&C's and sat back waiting for delivery. What a fool!
I should have known that the install and delivery dates quoted on Virgin's own website are fictitious, utterly fabricated lies. So sad that I'd already arranged to fly back from abroad to meet this fictitious date. An utterly wasted expense that Virgin doesn't care about.
All because I had to pass a credit check, this was news to me. Remember I'd agreed to pay the whole contract up front ... I don't want or need any credit. And I don't have a mortgage or borrowing to 'score' me on. But that didn't matter, the Virgin stupidity continued to an obvious conclusion - I didn't need credit but If I did I was good for it and therefore passed the credit check after a few days.
But those few days were enough to ensure that my trip back to UK to meet an engineer, any engineer, were wasted. They couldn't send an engineer until I am out of the country again - how unhelpful.
So I wondered; I asked, because they did not, "do I actually need an engineer ? Can I just get a router and plug it in?" Yes came the reply that's what the engineer would do. I pointed out the obvious that as I am a sentient being not a cabbage I am also able to plug in a router - could they just send one to me. Why yes? Of course. We'll send one Thursday.
Well I couldn't be there Thursday, but my wife could and happily she is a sentient being too. It was arranged, Thursday, not before, delivered to my wife at her central London 8 storey building. Oh but guess what, you'll never guess ... it didn't turn up. The courier reported at 12.30pm that he couldn't get a reply? Interesting this is a building with 3 permanent receptionists - all briefed to accept this particular delivery. I suggest he did not go to the right address.
So what did Virgin do? nothing of course. Not 'til I chased at 4.30pm did we find out that the courier could be bothered to find the correct landmark building in a central London street. Virgin have no alartm or alert that deliveries had failed - pretty poor really.
I called the courier to be told the same garbage about no-one being there and then to be told of the impossibility that they (a courier) could deliver a package that day/evening to the correct address which was 4 miles from their depot. I assumed they they had vehicles, maybe I am wrong. Maybe Yodel (the courier) relies upon elderly gentlemen carrying heavy sacks to transport their deliveries, in which case I can see that a 4 mile journey might be hard to complete in 2 hours. Never the less I was told the 'driver' (of what?) had gone home at 4.30pm and the delivery might happen the next day.
Now you might think I was dismayed or even angry at this point. You'd be right. Angry that I ever bother call Virgin at all. But clutching at straws I called Virgin yet again. After voicing my discontent I was bounced around a few operatives before being told that the delivery had failed - really, I had told them that 4 times at that point! And that it 'should' take place the next day.
I pointed out that this was not acceptable and was told nothing else could be done. But that's not true, because I could readily imagine what could be done and thus I asked why a reliable and competent courier (of which there are dozens in London), one who has vehicles and competent staff, could not be dispatched to collect the package from the incompetent and aging hands of the old sack dragging deliveryman at Yodel and whisked the 4 miles to my wife. All of this could be done, but not by Virgin. They best that could be done was to make sure that it would be delivered tomorrow. Apparently they ONLY use Yodel or the Post, no other couriers ever!
Now, I find that surprising, because I doubt that Richard Branson could have built his brilliant business empire if he was encumbered by a total inability to deliver anything on time. So I asked if this service is not good enough for Richard Branson, why should be good enough for me ... a Customer ?
But then I remembered - I am not a customer. I am just trying to be customer !!
PS: 24 hours later the old man dragging a sack has finally arrived, but at the wrong address! My wife isn't where she was yesterday. I'd alerted them and updated the address to Virgin and Yodel, but the old sack man must have been in transit already and arrived a day late at the wrong place. So that makes it a 100% success rate for Virgin - EVERYTHING they have told me they'll do is wrong.
I wonder if their service even works - god knows. And we can't find out until our carrier has transported the Router to the right address, at our expense of course!
Reviewer
Thomas
Location
United Kingdom
Date
08/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I signed up for an introductory offer where the first 6 months are £4 a month. Within a month they have advised this will go up to £7 a month. That's a 75% price hike within a month. Ridiculous. Very very unimpressed, I would strongly recommend avoiding them.
Reviewer
David
Location
South East
Date
07/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No loyalty to long standing customers. 100,000 of their broadband customers abandoned and sold to TalkTalk with only 4 days notice in Dec 2014 just before Christmas. Webspace lost with just 4 days to back up and move before being no longer able to update and email addresses will be lost after 90 days. They have also made it difficult to transfer to another ISP. Despite being given a MAC code and transferring our service to BT within the 4 days they then took it back from BT and transferred it to TalkTalk with no authorisation. Still not got it back to BT yet though hopefully this will happen now that I have a second MAC code. Absolutely no consideration given to their customers. I am appalled by their behaviour.
At least 3 months notice should have given to allow customers to transfer their accounts, web space and email to an ISP of their choice in an organised way. Only then and after clear notification offer the 'hassle free' transfer to TalkTalk.
Hassle free is a bit of a joke as many customers including myself found that with TalkTalk the email immediately stopped working as the settings in our email client needed to be changed and as stated previously web addresses and email addresses will ultimately be lost.
Reviewer
Sally
Location
Knight
Date
07/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgraceful service from such a big company. I have currently been sitting on hold after speaking to 5 different people in an attempt to cancel my services and be rid of these incompetents! An example of how they have handled things from the beginning.
Reviewer
Tania
Location
Bristol
Date
04/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking buffering. The signal doesn't even reach upstairs in my tiny house. Cannot wait to leave. Stay we'll away from them
Reviewer
prezzo
Location
northwest
Date
04/01/2015
Comments:
Stay well away from virgin at the minute. Problems ain't the word, now I've been with them for years (no bt)and I've had problems for over 2 years, I was on 10mb then 30mb to fix a problem with no joy.then went up to 60mb to try and fix it now on 152mb. Just to let you know if you do upgrade to 152mb don't expect to receive that speed, only ever get around 10 to 60mb.one more thing when you ring them .GOOD LUCK with that one. Get another provider. DON'T WASTE YOUR MONEY ON VIRGIN. I phone them twice a week with no joy in fixing my Internet. Hurry up BT and get in my area .
Reviewer
En
Location
Runcorn
Date
03/01/2015
Comments:
We've had Virgin Media for months and since we first signed up with them, we've had non-stop problems with our internet speeds and reliability. Virgin keep promising us the issue will be resolved by x or y date but it never is, and that's if you can get speaking to them in the first place!
Virgin Media have terrible customer service and extremely poor communication skills between their own staff. They have no care for the service they provide or their customers. Stay away.
Reviewer
Peter Briggs
Location
Norwich
Date
03/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I've tried to explore the cost of switching to Virgin for TV/Broadband/Phone services but their website simply fails to function at all. Judging by the reviews on this site, it has probably saved a great deal of pain and hassle.
I'm sticking with Sky who have offered excellent service over 20 years. I just wish they'd stop increasing their prices!
Reviewer
w lee
Location
United Kingdom
Date
02/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
awful company. so quick to call you back and sign you up. had 2 months of poor internet despite the super fast advert and engineers confirmed fault in exchange. supposed to be repaired but wasn't still 100%. now am told it's my channels and they can't guarantee a wifi signal. (nice cop out). cancelling, can never get to talk to them on the phone as always on hold. emailed them 5 x to complain, no response and apparently you can't cancel by email either.!!!! so you have to wait 20-30min to cancel. talk about taking the mickey!!! complaining to Ombudsman as they want to now charge a cancellation fee of £173!!!!
Reviewer
Lauren
Location
Maidstone
Date
02/01/2015
Ratings
Satisfaction
1.00 stars
Comments:
I have been with Virgin 8 months now and all in all I think i have contacted them over 200 times. I just have the 100mb fibre Optic broadband package. On a typical night, my fiance will be playing PS4 online and I will be in another room watching BBC i player and it will cut out and so I have to make a phone call and complain I then have to be on hold for 30 minutes and in that time the internet might pick back up. They sent a new router out after 5 months and told me it was a brand new super hub but when I received it it was exactly the same as what I already had, besides the fact that I was still getting connection problems. This has been ongoing for so long and I threatened to leave the company and she told me that she will give me a month free of internet. So I asked if I had to pay anything for that month and she said no. So come the end of the month they cut us off because we have an outstanding bill!!!! I was livid. Each time I threaten to leave because of breach of contract they just laugh and tell me I am on an 18 month contract and I will have to buy it out. Some bloke told me he would phone me back once the department I needed was open. And guess what, he never phoned me back. I rang again and some lady didnt know anything about it and said there are no notes on my account.
I now dont know what to do because if I want to leave I will need to buy out the contract or if I stay with them I will forever have the same problems. They are useless and always foreign and they never know what they are talking about.
Any advice as to what to do or what other broadband provider will be better than Virgin?
Regards
Stressed Virgin customer
Reviewer
Paul
Location
Cambridge
Date
31/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I really think that some national body controlling this sector should investigate Virgin Media as awful does not even come close to describing how bad they are. In the 4 months I have been with Virgin, a conservative estimate will be that I have contacted them 20 times to complain about the service. For the first month my broadband kept dropping a few times a day. They finally sent an engineer round who informed me that the initial installation was not done correctly. The last month my tv stops working for no reason saying that there is no connection. When I contacted Virgin they tell me that they can't see a fault as the box is working. Well, clearly not. They then tell me that as they can't see a fault, if they send an engineer it will cost me an additional £25. I told them to shove it so they agreed to send one. They then told me that the have improved the signal so I should have no problems. In the last 24 hours since then, I have lost tv signal 4 times for an hour a time.
The only reason I don't have sky is I can't rig up a dish on my building. Virgin are useless and I encourage everyone to stay well clear. Their help desk is also useless and should be called the "we don't have a clue and don't care" desk.
Reviewer
Miguel Lopez
Location
Barking
Date
30/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am suffering continously cuts in service during 1 yrs living in this house. The reason for not look for another provider is because the landlord is person in contract. Virgin media cut service many nights, every time I contact customer services they say all east of London is in repairs. I am writing this letter from my three mobile because this night 30/12/14 we are again without service. This is unacceptable
Reviewer
johnnyboy
Location
cambridge
Date
29/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
i thought BT was bad, but virgin plumb new depths. in the four months I have been with them I had no telephone service for first 6 weeks, the installation was carried out by Drip and Sorry, the internet TV service has been out for a day and half now over busiest part of xmas and they tell me on the phone it could be another 6 days and they had the bloody nerve to send me a letter in november saying they were delighted to increase my monthly charges to keep up the quality of the service....utter liars and crooks, hate them, but dont even get me started on the remote control (Barney Rubble could have made a better fob) and using netflix and other services, or shall I say 'non services'....there R&D and design services must be a bunch of cave dwelling morons.
Reviewer
qqqq
Location
belfast
Date
28/12/2014
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
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
Reviewer
Paul P
Location
SO31
Date
26/12/2014
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Broadband speed vary variable, occasionally very poor, which I believe is a BT line problem
Reviewer
Sajmeister
Location
London
Date
24/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Comments:
I am writing about what they did and how they wasted my time with their broadband engineer who was supposed to be coming today in order to install the broadband and the phone line but they kept me waiting all day then when I called them they said they werent coming and they were apparently having some problems
Reviewer
Magic
Location
London
Date
24/12/2014
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Overall satisfied with Virgin Media but they made us a nice present for christmas. We are paying 43.99 per month (we are not even using the phone) and now they want to increase the bill by 3.99£ starting from the 1st of February. The bill will be around 50£ per month and I really think it's too much consider what they offer. But I have to say we haven't got any problem with the broadband, tvbox until now so they are quite reliable.
Reviewer
maria sultan
Location
Birmingham
Date
22/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
What a diabolical company, I have had nothing but problems with their service from day one. First i was on the wrong package, had to pay to change over. then I did not recieve my bill via the e-mail so my services will be suspended untill I pay and I will be charged a connection fee. what rubish you try and speak to a manager and some woman with an accent I cannot understand or Identify says she is the best person I can speak to... God help me...
Reviewer
bobby
Location
london
Date
20/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I was recently upgraded to TiVO box not my choosing but any how. When O got the box had to call in to activate it. Did that once but the service didnt activate and I kept getting message Smartcard Invalid.
When I called again and after half hour waiting the guy tells me there is nothing to do but send the engineer. The engineer only works limited hours during the week so now I have to take time off work to stay at home for engineer to come. In the meantime no TV for 5 days. Thanks alot Virgin Media....
Reviewer
Edith
Location
London
Date
20/12/2014
Comments:
Oh what can I say about Virgin Media another with bad customer service under its belt!
I signed up for 50Mb Broadband, telephone and tv in July 2014. But guess what? there was no telephone because there was no more lines available on my road. They had reached their maximum installation, I'll be put on a waiting list until a line becomes available.
But here's the problem... the package for the three was £29.99 for six month on 18 month contract. After which I'll pay full package price at £35.00.
They installed the tv and the broadband. I thought that I would receive some type of compensation, but instead they said I still have to pay the £29.99 for the six months.
I had to make numerous of calls to say that this was unfair since the package I received was incomplete and the weren't in a position to inform me when I could have the telephone installed.
I experienced frustration dealing with the representatives of Virgin Media. The internet service was also bad, as there was always a drop in speed which I had to call technical support for several times.
I cancelled within the cooling off period and I will never go back to Virgin Media. All these companies are just extorting money from the public and are not interested in retaining customers.
I won't recommend Virgin Media!
Reviewer
John Davis
Location
Sutton Coldfield
Date
19/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Virgin Media just don’t seem to want me as a customer. They can’t, or surely they’d make some effort to complete the installation they started nearly 3 weeks ago. During most of which time, I’ve been without either telephone or broadband, because, of course, my previous provider disconnected my service, at Virgin’s request.
Apparently, Virgin need permission from the local Council before they can carry out my cable re-pull. And they need to give 2 weeks’ notice to the Council. Which I guess they did, as I had to wait over 2 weeks for my engineer appointment. Of course, the engineer never turned up, but I suppose I should thank Virgin for the minimal effort they made to contact me, just the day before the engineer visit was due, to inform me that he now won’t be coming for another 4 weeks. Which means I’ll have been without any service for a total of 6 weeks.
Why is it going to take 4 weeks now? Something about the poor Council being a bit overworked around Christmas time, apparently. Not Virgin’s fault at all, oh no. And no, they couldn’t possibly contact the Council on my behalf, to see if they could speed things up a bit. And no, they can’t really provide any more detail so that I could maybe chase it with the Council myself. But yes, they’ll certainly e-mail the nice lady in the Construction department, who’ll no doubt phone me back, even though she failed to respond to their previous e-mail; I’m sure she’ll manage it this time, if she’s actually in the office of course, though if she isn’t, it wouldn’t really be the done thing for one of her colleagues to pick it up instead, sorry.
The lovely people at Virgin Media do pick up the phones quite quickly, I’ll give them that, although they don't seem able to resolve any but the most trivial issues; never mind, they’ll gladly pass your query on to someone else, who may or may not respond (Kay in the Construction department, I’m talking to you.) And you can tweet them as well, obviously while you're at work, as you’ve no internet at home, but unfortunately the Twitter people just refer you to the aforementioned telephone advisers.
I could go on, but I have already, at some length. You get the message: do not attempt to give Virgin Media your custom, they probably won’t want it.
PS. The people in their billing department are quite good, though, they’ve managed to bill me already for my non-existent service. Employees of the month, no doubt.
Reviewer
unhappybunny
Location
London
Date
18/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Virgin Media for many years, enduring constant poor non existent customer service, interrupted internet service, periodic loss of telephone and television service.
It is now 18-12-2015 8:30pm and my entire street (Virgin Media customers only) have been without television and internet for 48 hours. I have been told by Virgin's so called customer care team that it will be another 17 hours before any further updates will be given. The issue is simply due to the upgrades occurring in the area therefore it will benefit me in the long run.
My only internet access is now through that which is provided by my mobile phone company.
I do not know how companies like virgin get away with providing such poor service to their customers. It is wholly unacceptable. Although it means little to them, I have now terminated my contract with Virgin. I now look forward to when my 30 day notice period is at an end.
If more customers walked away from Virgin due to their poor service and uncaring customer service team perhaps then we will see Virgin making marked improvements.
For now as long as customers suffer in silence and pay their hard earned cash for a less than adequate service, Virgin will continue to be insensitive to their customers and treat them with total disregard.
Reviewer
R Chesterman
Location
Kent
Date
17/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
HAVEN'T EVEN GOT THE BOX AND THE CUSTOMER SERVICE I RECIEVED WAS APPALING. I phoned up and spoke to Alex who wasn't listening to what I say saying, refused to acknowledge when I spoke and overall treated me like crap and then proceed to hang up on me! I was questioning the price of the package and has found better price for same package and he point blank refused to help! Them phoned up again and got told they couldn't help me what so ever! Been with Virgin Media for less than 12 hours and already the customer service has made me want to cancel my package!!!
Reviewer
Andy
Location
Glasgow
Date
16/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
I have been with NTL/Virgin for over 16 years and pay over £80 a month for something which is between a Big Bang and Big Kahuna package, but with no Tivo box and an upload of no more that 19 Mb. I realise that I have been stupid in not switching before. Why are loyal customers treated so poorly?
But it is not easy to select a new provider.
Reviewer
Andy
Location
Glasgow
Date
16/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
I have been with NTL/Virgin for over 16 years and pay over £80 a month for something which is between a Big Bang and Big Kahuna package, but with no Tivo box and an upload of no more that 19 Mb. I realise that I have been stupid in not switching before. Why are loyal customers treated so poorly?
But it is not easy to select a new provider.
Reviewer
Steve
Location
Bury
Date
16/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After receiving the contract price increase letter I phoned to cancel my contract. I was informed by Virgin that it would cost me £150 to cancel the contract as I had 8 months remaining and that the price increase clause was written into the contract.
I would encourage anyone who is not happy with their contract price increase to be wary as if you do not accept Virgin will lie and try to use the threat of a cancellation fee!!!
Got the contract cancelled (charge free) but I wouldn't ever use Virgin again.
Reviewer
Greg
Location
nottingham
Date
15/12/2014
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Apart from the rubbish installation, my main problem is the slow broadband, when we complained the customer service person said they were horrified it was that slow and they would send an engineer out.
He turned up did nothing said it was fine and we could only expect 40 mgs even though we are paying for 152. He said it was our equipment, brand new iPad ha ha and that we could only get upto a 100 mgs if we used an Ethernet cable, who uses an Ethernet cable we want WIRELESS. Don't waste your money promise you the earth to get your business and then Fob you off.
Reviewer
Alex
Location
Stoke
Date
14/12/2014
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
As a gamer it is essential that I have a good connection while online. Virgin media is arguably the worst broadband I have been with. With the super hub 2 it is very inconsistent with latency. It also cuts out every 5-10 mins in 5g, as a result of this I have had to use 2g and purchase a broadband booster. After this the quality is only satisfactory.
Reviewer
Carole
Location
Blackpool
Date
14/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I thought virgin media was a good , large company that was well established and would provide a brilliant broadband service. We could have got a cheaper package from other companies but we thought virgin media would be best.
How wrong we're we.
Broadband is so unreliable, goes off all the time and keeps disconnecting. Had a new router sent out to us and two engineer visits but it still doesn't work as it should.
After complaining to Virgin we have been told that Virgin say in their terms and conditions that the wireless internet is not guaranteed. They only guarantee. Wired internet connection.
Who in 2014 wants their iPad, laptop etc connected by a wire to the internet. Everyone wants and rightly so their home internet to be wifi.
Reviewer
Jezzer
Location
Essex
Date
12/12/2014
Comments:
By far the worse UK`s communications company. They boast about the so called turbo speeds they have to offer but really never deliver.Average speed is 10-20 on a good day and drops quite often or spikes in the evening.Worst customer service I`ve ever encountered who are there just to fob you off ....that is they understand your accent in New Delhi & hardly ever make notes on their system regarding your complaint so when you call again your back to square one.
Bet you R Branson is using BT infinity
Reviewer
Sam Miller
Location
Brighton
Date
12/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Very disappointed to say the least with Virgin Media Business.
I arranged a simple residential to business change over and was told this could be done without the need to dig up pathways or interrupt any neighbours as we live in a block of flats.
The surveyor spent literally 5 mins here and didnt ask any questions just said it could be done from the flat.
The installations guy came and then told me I must either drill holes in neighbours walls or dig up pathways in order to do what we asked.
Guess what the sales guy had put the contract in wrong and had told the surveyor it was a new install.
Whilst here the installations guy put his manager on the phone promising to do it from our flat - never have I heard back from him since.
Furthermore virgin sales and virgin order dept keep blaming each other and even telling lies about why this all went wrong I can proof this too as I kept all the correspondence.
In fact Virgin Ordering Dept are now ignoring me as I seek compensation for 6 weeks of messing around trying to do a simple easy task.
Be very very careful and keep all emails if you choose Virgin as they tell you one thing and dont back up their promises, I will never use them for any business related device as they are unreliable.
Reviewer
Will
Location
East London
Date
11/12/2014
Comments:
Avoid at all costs. Everything has been awful from the moment we signed up. Firstly, we booked the date for them to come and set up, waited in all day, and nobody came. No reason was ever given, we were never informed, we had to call to rearrange, which of course meant waiting a couple of weeks until another opening.
Now, 4 months into our contract, we regret every day the decision to go with Virgin. Firstly, the signal doesn't reach all the rooms, even of our very small flat, we have had to purchase 3 signal boosters for a 4 bedroom flat. Secondly, we pay for 152mbps, but you could count on one hand the number of times we have even approached this. The combination of poor wi-fi signal, and low speeds mean it's not unusual to get speeds below 5, or sometimes even 1, mbps in the bedrooms.
Thirdly, it regularly stops working totally. It's extremely rare for a day to pass where it doesn't drop out, with drop outs lasting anywhere from 20 minutes to a couple of hours. We have to turn the router on and off again a couple of times, most days. We have had them come and replace our router for a new one, which has changed nothing.
Fourthly, our experience with customer service has not been positive, with them showing little enthusiasm for trying to help us improve our experience.
Fifth, they have just informed us the price is going £3/month, despite the fact we already vastly over pay for the quality of service.
If you are considering Virgin, reconsider. When this contract is over, I will chose ANY other provider, even if it means paying the same for a 'slower' speed, as all Virgin's big promises about speed are empty.
Reviewer
Ross
Location
Pettigrew
Date
10/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I changed from BT because of lousy service, slow speeds, no connection, etc. Although Virgin is a small improvement I still get days of almost non existent and incredibly slow speeds with web pages frequently timing out. Everytime I phone up I have to go through the same proceedure that does absolutely nothing. Basically I'm paying for a service I am not getting. To my mind that is a rip off.
Reviewer
Mr brackstone
Location
Walsall
Date
10/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
There is not one thing virgin do well . nothing. Wast of time.
Reviewer
James Doble
Location
Clapham, London
Date
08/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Had this review been written a couple of months ago the review would have been glowing. However the speed drops considerably now and the reliability is horrific. When contacting their help department they reset the router or tell me there is no issue after being on hold for over ten minutes, neither of which resolve my issue. It is not uncommon to hit pings of 300ms and download speeds of 2Mb/s, 50x lower than what I pay for.
Previously I was on Plusnet, which surprisingly, managed a stable 77Mb/s on their 76Mb/s package for almost two years. Can heartily recommend them as an alternative to Virgin Media.
Reviewer
Julian
Location
Acton W3
Date
07/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
jamie garner
Location
Bradford
Date
05/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
was promised 60mbs when intalled but engineer left with it at 20mbs and said it wasnt right but left it then it was supposed to rise to 100mbs in july i still average 30mbs fed up of calling and be made out to be lieing was told due to a 3 month outage in the area i was eeeligible to cancel but then when i phoned back to cancel i was told i have to pay £250 NOTHING BUT UN HELPFUL LIERS BEWARE!
Reviewer
Dave
Location
Date
05/12/2014
Comments:
Terrible speeds, a 50MB package barely rises above 1.5MB, with regular dips to 0.5MB. Getting 1% of promised performance is unacceptable.
Reviewer
Lesley
Location
Stourbridge
Date
04/12/2014
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been a loyal customer for approximately 13 years. I'm paying £80 a month for an Internet service that is beyond slow, telly programmes - most of which I could get on Freeview and weekend and evening calls. I've just received a letter telling me the price is going up again. To top it all, my son went onto the Virgin forum, (again)!, to complain about our Internet service and received an unbelievably rude response from the guy who is employed to answer the questions. It was so bad, even other customers commented on it! Time to part company I'm afraid!
Reviewer
David
Location
Greenock
Date
04/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor reliability and appalling customer service. Have complained several times to both technical department and customer services. They both have told me that in there words. "There is nothing they can do". I find this totally unacceptable considering I have been a loyal customer for many years. I have now submitted a formal complaint to the CEO of the company.
Reviewer
Londoner
Location
Northwest London
Date
04/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a Virgin Media Broadband customer for several years, however problems always keep happening. Initially, we was told that there is maintenance work going on which last a year and half and to compensate they gave us discount on our monthly payment to them. Then finally internet was doing good but till recently on my wireless I am not even getting 1mb, the speed is like 0.7mb and I am literally just a thin wall away from the hub. I called Virgin Media, they ran several tests which proved unsuccessful as they blamed the insulation in the wall which is completely untrue. So then the next blame went to somebody in area installing other devices which is interfering with mine and therefore there is nothing they can do. They were also happy with me getting less than 1mb wireless internet as they said I am not paying for wireless, I am paying only for the wired connection and wireless is an added bonus with no connection speed guarantees which means even if your wireless speed is 0, that is considered satisfactory for them. I would have thought a broadband company would at least aim to provide basic wireless speed to just browse internet or watch few videos, but that isn't the case with them. Furthermore, they recommended I should buy another Router that is more powerful as the one they provide is not satisfactory for providing the relevant wireless speeds needed. So now I have to spend an extra £100 of my own money to compensate for their rubbish Super Hubs as well as pay them full price for their unhelpful services.
Reviewer
Francois
Location
United Kingdom
Date
04/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Very disappointed by this company that charges a lot and treats its costumers in a very bad manner. I moved after 6 months of contract, got an appointment for the installation in my new home. But noone came and I learned afterwards that they weren't able/willing to install. I waited for nothing, they never called me and cancelled my contract straight away without notifying me ! Very disrespectful. Very bad.
Reviewer
Lucas
Location
Date
03/12/2014
Comments:
Worst service ever... Broadband is not even close to 50 mbps.
Reviewer
Efrain
Location
London
Date
03/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Since I signed up one month ago, my connection has been on and off, I have spent in phone calls to the customer service around £40. In the last 34 days, 5 of them I could not do anything internet, total cutoff.
They tell me that, in the contract they don't guarantee the up-time...
One of the failures was at the beginning, and they told me that it would be fixed in 24 hours. Now they are telling me, 20 after when the connection has been on and off, that if will be fixed in 4 days.
The service is not reliable, If you are working from home, or really need internet 99% of the time, I would not recommend Virgin at all.
Complains department tell me that it could be worse, it could have happened to me that I was 6 month with no internet.
Of course if you want to switch provider... you are going to pay for that... even one month after you signed up.
Reviewer
jonjo
Location
wandsworth, london
Date
02/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid Virgin Media like the plague. I get on average 1-2mbps with frequent drop-outs. Several modem reboots will restore to this poor speed. Customer service is dreadful and their site deliberately hides actually being able to make contact. 9-5 help is not acceptable in this day and age. I'm off to BT
Reviewer
Rob
Location
Cardiff City Centre
Date
02/12/2014
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have top package but don't know the name! I must have been in the lucky 10% as my broadband was ok 75% of the time but the day broadband companies were told 10% success in hitting their declared speeds was not adequate I've been unable to stream anything for more than 60 seconds! Atrocious quality, not worth the money, was going to buy a package for my girlfriends house for christmas but now going to check my contract end date and hand in notice. Have to stream now on 3G and I'd go as far as saying 100 times better speeds. Don't buy if your in Cardiff City centre you'll regret it!
Reviewer
George
Location
Wokingham
Date
01/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay away from the so called super fast fibre optic broadband. In the last two months, I have experienced such a bad service that I almost got my Blood Pressure out of control talking to the virgin care.
Reviewer
Alice
Location
Newcastle
Date
30/11/2014
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Customer service awful, they cut me off twice and didn't think of calling me back when I had a problem! Very rude on phone aswell, they didn't listen to what I was saying.
Reviewer
alex
Location
uk
Date
29/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
poor speed 3.2 Mb on fibre
Reviewer
Ray Jon
Location
Manchester
Date
28/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They do you deals which you think are permanent only to take them back and charge you more when renewing your contract. We are paying more now for less service than we were receiving in 2012 AND the prices are going to go up ABOVE inflation in February 2015.
I’m constantly watching better deals being offered to new customers with nothing being passed on to existing customers. Once you're in you're in and the cost to cancel your contract is basically the same as staying with them until the end of the term....
I don't believe that when something becomes more efficient that it costs more.
This company should invest its own money into upgrading its infrastructure and paying its shareholders and not hold us to ransom.
End of contract, I’m out.
Reviewer
Denise
Location
Yorkshire
Date
28/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
There's nothing good to say about Virgin. Constant incorrect billing (always in their favour), apologies and then another incorrect bill. I had to spend ages trying to sort simple matters out with their customer services - whatever you do don't waste your time and money.
They have been so bad its hard to believe that its not policy to try and get as much money out of unwitting customers as possible. The broadband is overpriced and you don't get what it expounds so look elsewhere or your a fool for getting involved with them.
Reviewer
Jonathan
Location
Jones
Date
27/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've got to say Virgin, you guys are absolute con artists with deceiving selling tactics and who clearly want to squeeze every penny out of every service you provide. My parents had been loyal Sky customers for years (9 in fact) and mistakenly thought that loyalty paid dividends. Which most savvy consumers know, when you aren’t getting what you paid for, you go to an alternative provider who can offer you better for either the same price or preferably cheaper. When Sky broadband wasn’t providing the service they were paying, i looked into a better alternative for them. Virgin, as it happened, at been inundating them via the post for some time to try and sway their hand, My step father who was dubious to change as they enjoyed all the comforts of Sky TV and the calls to Australia (where myself and fiancée live) which Sky offered at a good rate, wanted to see whether Virgin could offer them something. My parents had the full package with Sky - TV/Broadband/Phone etc and although it was the broadband they were mainly unhappy with, listened to what Virgin had to offer. For a few weeks, telephone calls went back and forth with Virgin, the sales advisor very keen to get my parents on aboard and eventually agreed to match what my parents were paying at Sky and promised that EVERYTHING my parents had with Sky, they would get with Virgin (apart from Sky Atlantic but that was fine) As they were changing for fibre-optic, they thought this was a good deal to change over from Sky so decided to give it a try, bearing in mind my parents are very old school and hate chopping and changing. Fast forward to this week. They had a friendly Virgin chap come round and set everything all up for them in a few hours and my parents seemed fairly pleased with the easy transition. That was, however, until they decided to watch TV and noticed they weren’t able to access the Sky Sports and Movie HD channels which they of course found strange as they were promised by the Virgin Sales Advisor that my parents would get EVERYTHING that they had with Sky. Needless to say, my parents rang Virgin to query this and would you believe the audacity of the person on the phone who said that my parents would have to pay an extra £7 per month for the Sky movies and sport HD Channels(!!!) Of course, my step father who had to be convinced to change in the first place was both shocked and angry at this. The unsympathetic cancellations advisor or whatever they wish to call themselves, in a very patronising manner said that 'on this occasion, we will waiver the extra £7 per month for 12 months' as if this was a gesture of good will even though my step father thoroughly explained he had been mis-sold the package. My parents eventually got what was promised and were able to get the HD channels. The next day, my parents noticed that when they were getting incoming calls the caller ID was coming up as 'External Caller' which they have never seen before so decided to call Virgin again to find out whether this was their doing as they couldn’t see the number or their phone, guess what? Virgin said 'To have that facility you need to pay an extra £2.25 per month'! Now, you could be reading this thinking, its only £7 and £2.25 but when you put that on top of what you are already paying and when you have completely changed everything from another provider on the promise and guarantee that everything would stay the same, you feel conned and mis-sold. Virgin, your selling tactics and customer service come under real scrutiny with this and because of this, you have lost what would potentially be a loyal customer (providing you gave the service which was promised) now as they are in their 14 day cooling off period, i am now helping them look for another provider. Thank you for teaching us a hard lesson that dont expect to receive what you are promised, will be delivered. Note to all potential Virgin customers. Make sure you know what you are paying for, even though they promise to 'Match' whatever you were paying before. I will be posting this on other review sites and considering contacting the financial ombudsman to save anyone else going through the hassle you have given to my parents.
Reviewer
josie howell
Location
birmingham
Date
26/11/2014
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been a customer of virgin media for 14 years. and reading some of the reviews were shocking I have been really pleased with there service. broadband speed fantastic satisfaction all round. any problems sorted within the same day.all my family are with virgin media and we would not change to anyone else.
Reviewer
Paul
Location
Chipping Ongar
Date
25/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Virgin are overpriced as most of the broadband companies are. My broadband went down a week ago for one whole week. They told me they didn't know where the box was to fix it in the street, It took three visits to sort it. The customer service in India was also of no help and quite rude. As a gesture of good will as they called it they credited my account £5. That says it all really. Go with anyone but these crooks. Best of all is don't go with any of the big companies. BT for phone and freeview is what i'm going for next.
By the way my one stars are only because there is no lesser option.
Reviewer
unhappy customer
Location
Hertfordshire
Date
25/11/2014
Comments:
I was meant to be getting 60mb of internet. Super fast fibre optic they call it. For the past month it has been extremely low. Reaching 0.35mb which is ridiculous. Contacted an online chat support who was rude! He also had the nerve to log out of the chat before I could respond! Virgin Media staff tend to be very helpful when getting you to sign a contract!
Reviewer
AntonyVernalls
Location
Redcar
Date
23/11/2014
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am supposed to have 150mb today's speed test is 15mb that is 1% of claimed speed ! And their wireless router has the worst range I have ever seen at the end of my contract I will not renew I would rather pay 25% of the cost for 25% of the service than pay 100% for 1% of the service
Reviewer
Alex
Location
Edinburgh
Date
22/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The most disappointing part of Virgin's broadband service for us has been reliability. Since signing up we have had a 1-day outage once per week. We plan on switching to another provider.
Reviewer
Derek
Location
Edinburgh
Date
21/11/2014
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Unreliable at times, download speed varies quite a lot, dreadful foreign based support/helplines, GREAT offers for new customers whilst generally exploiting existing customers. Try elsewhere first!
Reviewer
Gerry
Location
Lanarkshire
Date
20/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company should be closed down they are stealing money from peoples bank accounts.
Virgin Media are the worst company I have ever dealt with, they are totally incompetent. They have been over charging me with wrong bills for six months now. Several times I have phoned their customer services to get it sorted, they tell me its sorted then overcharge me again, I have now cancelled my direct debit to protect my money they keep STEALING. I am willing to go to court with them over this, and I urge EVERY Virgin Media customer in the country who has been wronged to take them to court. If every dissatisfied customer takes them to court hopefully we can put them out of business as they are acting like a bunch of crooks. THIS COMPANY MUST BE CLOSED DOWN THEY ARE CONTINUALLY REMOVING UNAUTHORISED SUMS OF MONEY FROM PEOPLES ACCOUNTS AND THAT IS JUST WRONG.
Reviewer
Karrie
Location
Surrey
Date
17/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling service with virginmedia. The broadband is so intermittent it is impossible some days to use laptop. This has been an issue since May 2014. We have had engineer out who replaces hub set top box etc and have been advised to increase speed but no improvement. It is one nearly November Virgin customer care have kept telling us this will be sorted it's a cable fault from them but it is so intermittent. They really don't care at the appalling service. We need this for business and were planning to set up a business account with them but after the standard, or lack of , the customer care over the broadband will not be doing so.
Reviewer
Mario
Location
Winchester
Date
16/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I signed up with Virgin media after disappointing service with another company 18 months ago. I signed up for 30MB fibre optic including TV and phone. The internet work to satisfactory for the first couple of days after that it was lots of drop and very high ping. I call customer service several times and most times the could hel resolve the problem. I think the only time I got a true 30 meg connectio is the first day when the engineer installed the system and he was showing me the connection speed. Makes me think. Did they just boost the signal for that time to make u feel u r getting what u pay for. Anyway I know u wont get 30m3g on a 30 meg connection allthe time but my connection spee for the last 4 mounts is roughly 1mb ot 1.5 mb download and 0mb to 0.9mb upload speed. Is that ....... ridiculous since I am paying without fail every month for the service. Is there someone I can complain to about virgin media? This is a total rip off. Which intrnet company take 6 months to solve speed problems. But if you don't pay for the service you get extra charge but yet no one is holding virgin media to account for ripping of normal domestic customers.
I want to know what virgin media has to say. I am seriously considering suing them.
Reviewer
Charlie
Location
London
Date
15/11/2014
Comments:
The only problem is the internet, its constantly going on and off at LEAST six times a day. Seriously needs to be sorted out. Everything else is great
Reviewer
marlyn smith
Location
perth
Date
15/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
There customer service is absolutely diabolical my broadband is constantly buffering and freezing I have been past from pillar to post speaking to rude advisors who I can barely understand one told me to stick a pin in the hole in the back of the router with the result ii lost the settings so they told me to get a laptop or borrow one to be able to get the settings back on my router when I said I couldn't do that they said well we can't help you they promised me a new router an engineers visit which never happened I was told every time I called that they were monitoring my connection as it keeps dropping notba thing has changed they are totally incompetant
Reviewer
Andy
Location
Portsmouth
Date
14/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
After a visit from a friendly salesman in March this year, I signed up to Virgin broadband as one of my lodgers, who paid for a Sky package, moved and took it with him. It was set up quickly and worked perfectly until June when the signal became intermittent. By July it packed up completely. I tried calling to rectify the problem but could never get through. E-mails were left unanswered and I wrote instead.
In the meantime, I also had problems paying the bills. They only offered on-line payments but failed to give me the passwords and special pin numbers to access and pay the bill. The bill e-mails also arrived on the day the bill was due therefore my delayed payment (by cheque) included a late payment charge. I wrote two more times to complain about both problems but still no reply. My third letter resulted in an automated letter confirming receipt of my complaint letters but nothing else happened.
Not long after the broadband failed, the box overheated to the point where it was too hot to touch and smelled of burning plastic. I unplugged it as soon as I noticed it. (I had to hide the router outside as one of my silly clown lodgers, fed up with no internet, kept plugging it back in despite the danger!) Once again I wrote to Virgin with now three complaints - plus a threat to request cancellation but still no reply. At the end of July I wrote one final time to say I was cancelling my subscription and would only pay the final bill for July plus a month's notice, for August, which I duly paid.
Late August I finally received a letter from Virgin Media Customer Complaints Department. The gentleman made various claims and excuses and even contradicted himself a few times. He basically said I had to telephone to cancel the service but because I was still under contract, a £180 fee plus an extra month's bill had to be paid. H even said they had no record of me reporting any faults. I wrote back pointing out these issues and my refusal to pay the fee as they breached the agreement by not providing me with any service. I also pointed out that I had requested to cancel in writing and was not comfortable handing over sensitive information over the phone.
He wrote back again urging me to call but I refused. By now I received another bill (this time by post because I ignored the e-mail bill) for September which I did not pay. He said I still had to pay the £195 cancellation fee (it increased!) really pushed the need to phone him during office hours. I work during the day making this impossible. He also said they had a record of me calling Virgin in June about the billing problem but had never reported the fault.
Disgusted by such ignorance, I waited before writing back. I received another bill (by post) for October's outstanding bill plus another letter from Customer Care issuing a Default Notice. I was given 14 days to reply. I have sought some legal advice and written to the gentlemen in both departments standing firm to what I already said. Now I think it is just a battle of the wills. Is it worth taking me to court for £91 outstanding? What happened to the £195 fee?
By this stage, the phone calls started. I had one missed call each day for a week. I looked it up and saw it was Virgin. I saved it in my mobile as 'DoNotAnswerVirgin1'. I also received a daily text message asking me to call them. Over the last two weeks I have had three calls a day, between 8:20 and 19:00 from three different numbers (all saved the same as above but with a '2' and a '3' at the end) plus one text message per day. I duly ignore them.
My advice is NOT to make (or receive) phone calls but put everything in writing. This way you retain a hard copy of all correspondence. Phone calls are time-consuming, expensive and are recorded to be used against you. All other companies expect contracts to be made out in writing including the cancellation of such agreements. Virgin prefer to get you on the phone, twist your words and delay cancellation so that they can extract more money.
It makes that creepy, grinning goatee beard seem all the more sinister. Avoid Virgin at all costs.
Reviewer
Paddy
Location
Belfast
Date
14/11/2014
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
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.
Reviewer
Andy
Location
Ashford, Surrey
Date
11/11/2014
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Advertise BIG and don't deliver, is the order of the day with Virgin. Every time I log in, a banner advertises that in October 2014 my Broadband would be SUPERCHARGED from 30Mb to 50Mb...October came and the banner changed from October 2014 to between February and June 2015, come then, no doubt the goalpost will change again.
Credit where it's due. I asked for a free upgrade to 50Mb because Virgin's upload speed is absolutely dreadful. They promise 10% of your download, but you will only get 10% of the package below the one you have. So my 50Mb has a 10% upload of a 30Mb package...barely 3Mb
Customer service is friendly, but useless.
Reviewer
mum0f2boys
Location
derby
Date
11/11/2014
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Have been with Virgin for 10 (odd) years.
No complaints! :)
Reviewer
Sheila Steane
Location
Rugby
Date
11/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Having given one months notice and cancelled my direct debit I was sent a final bill covering a period after I was disconnected. I was advised that Virgin was unable to take money from my account a few days after I had been disconnected. I was hassled for payment, recd a pay up or else letter, had a debt collector on the phone, after several weeks it transpired my months notice had not been processed for 2 weeks after I had sent the email and they were chasing me for payment of the final 2 weeks they thought I owed. Why couldn't they have told me that in the first place. I was promised a letter of full apology, needless to say it never arrived, nor did a refund of the days owing to me between the end of my notice and the expiry of money they took the previous month from my account. All this hassell because I forgot my password and they wouldn't help me to remember it, so I went with a cheaper supplier. They also claim the phone line is not disconnected until a week after it has been, they are yet to explain that one to me. Don't touch them Virgin with a barge pole.
Reviewer
d sanghera
Location
coventry
Date
10/11/2014
Comments:
who ever reads this please do not join this company as it is a con.i was told my bill was 31.99 and i was always charged 43.47.
most importantly all my friends say that they keep getting over charged in the bills.i am now seeking legal advice. looking forward to leaving the company a.s.a.p
Reviewer
Sammy
Location
Stourbridge
Date
06/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've always had problems with Virgin broadband. Especially when living at home with my parents but when moving in with my partner unfortunately I assumed that they'd be great to us! Considering the experience my partner had with his parents internet was fantastic.
We applied for the 100mb Broadband and within the next day we received their new SuperHub. The person who came just gave us the box.. They didn't install anything, which I assumed they had to but apparently not.
During the night of receiving this package me and my partner decided to start to plug everything in. We followed absolutely every instruction given, only to find that we were getting nothing and when I say nothing I literally mean it, our highest download speed was between 3-5mbps.
After getting extremely frustrated with trying everything to get our internet to work, we chose to go old fashioned and use Ethernet cables and still received only 3-5mbps.
After calling up customer services and waiting from 30 minutes to an hour, we were notified that a engineer will be sent to our home to solve the problem because apparently it's only a minor technical difficulty with the lines outside.
The engineer came round the next day and immediately stated "That there was nothing he can do." This is before he's even step foot into our home!
He told us that Virgin had been over selling their internet and that their network could not support the amount of people going online. He stated that on the 29th of October the company, Virgin, would be turning on "new junctions"(more channels for the internet to go through). It is now the 6th of November and our highest download speed has been 2.34Mbps.
No matter how many times we have called the company the only reply we receive is "We'll get back to you."
Virgin media only cares about their money. It's disgusting and borderline illegal.
"Thanks for choosing Virgin media. You couldn't have joined at a more exciting time, with so much to look forward to. You see, we're always thinking of new ways to give our customers the best experiences we possibly can. The sort that make you glad you picked us."
HA! More like;
"Thanks for choosing Virgin media, the worse broadband you could possibly have ordered.
You couldn't have joined at a more excitable time, with so much to look forward to. You see, we're always thinking of new ways to scam our customers of their money and give the worse experiences we possibly can! The sort that makes you regret you picked us."
I will never recommend this company ever again. I will never use this company again. They are terrible! They treat you like utter dirt.
Reviewer
Disgusted
Location
Southampton, UK
Date
06/11/2014
Comments:
Broadband service rarely peaked above 40MB and that was on a good day. Average was 20MB. Rang 4 times over the past year because service randomly dropped out and they had to "update firmware".
Having to leave property and now lumped with an extortionate £130 disconnection fee. I would NEVER recomend their service again. Truly awful.
Reviewer
fatima
Location
London
Date
04/11/2014
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
For the second time in 8 months I have been let down by the incompetent Virgin Media, I ordered broadband as it was already in the building and waited in all day 9am to 5pm as Virgin Media uses the most inefficient companies to deliver their modem. The modem arrived at 4pm, I started the setup process and rung Virgin To activate they said internet would be up and running in 20 mins. 30 mins later still no internet rung Virgin and was told there is a fault and I would have to wait 48 hours for an engineer to come out and sort the problem. The arrogant customer services manager proceeded to boast about the 90% setups that are successful instead of providing an explanation as to why their service is do appalling. I went through this same problem with Virgin in another property, they provide the worst possible service and are the biggest time wasters. Each year with Virgin a Broadband there will at least 2 on3 time when there will be no internet. Instead of Virgin Media investing in their technology and customer service and providing a more reliable broadband service they are investing money in trying to get the public into space to kill them, If you have a choice do not use Virgin Broadband as they provide the worst possible service and always will.
Reviewer
Kieran Matkin
Location
Derby
Date
04/11/2014
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Comments:
Terrible ISP. Virgin Media have to be the must unreliable service provider there is. It may be dirt cheap but that's because 70% of the time you don't get the speeds you pay for. I my self play games a lot, I find that I can't play online at all as the response times are just too poor. The download speed gets cut off a lot too, I pay for 50Mbs but only get 5MBs most days its very rare I get what I pay for.
Reviewer
Andrew
Location
United Kingdom
Date
02/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Very very disappointed with the service I have had with Virgin Media. The broadband is great and very fast, that is when it is actually working! A lot of people told me to avoid joining them but I ignored them! My connection drops all the time. I used to ring virgin customer service who would blame it on the wifi, I kept telling them the wifi is still connected and fine and explained it was the connection. Their next excuse was that there are updates happening in my area to improve the service. I have been told this now every time I have called for the past 6 months but I never see any improvements. I have now give up. I even emailed the CEO who just replied basically saying "looks fine on our end". Complete and utter BS. I have already been in talks with other suppliers who are looking into getting me out of the contract. Plusnet were fantastic and I never should have left!
Reviewer
ShulverP
Location
portsmouth area
Date
02/11/2014
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Yes the offer very good speeds but the service is just not reliable and drops out without warning and when you try to contact them you end up speaking to India to a person although very polite is pretty clueless and cannot give you an answer .I have had several periods is no service for several days at a time ,their whole infrastructure is just crap!
Reviewer
daniel
Location
derby
Date
01/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
RUBBISH. The broadband is either not working or the 'technicians' are working on it. Its not just down for 1 hour its 8 hours plus.
They promise to knock ££££££ off your bill but that has to be followed up weekly. Wish I never joined them -_-
Reviewer
internetgeek
Location
London
Date
31/10/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've had a broadband fault for THREE MONTHS and Virgin is unable to fix it.
I'm calling Virgin for the 16th time today (I wish I was joking!) and they still don't know what the problem with my broadband is. It is dropping every single day, many times, sometimes for half an hour, for no specific reason. Each person on the phone tells me the same learned formula, and I wait for 8 minutes listening to music. They have no idea and keep telling me things are fine at their end, or keep checking something for weeks with no results, or just transfer me to other people who also say the same learned formulas. This is now over three months that this is happening. No results.
They have sent an 'engineer' to my property to check the phone. He checked that the phone was fine (but I still hear cracking noise on the line!). Then he said he has no idea about the broadband and told me that I know more than he does. He rushingly called his colleague, telling him on the phone 'you did the broadband course, right?' and has managed to get some VERY GENERAL information from this guy, which summed up to what I already knew - that my internet is not working. Thanks, Virgin, that it took you three months to determine that my internet is not working. This is a genius discovery.
I'm changing a provider today.
Reviewer
Mary
Location
Shepherds Bush
Date
27/10/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Although we are paying for the fastest package, our broadband is mostly so slow it is unusable. Daily tests show that the max speed we get is 15 Mb - while we are paying for 152 Mb. What a laugh. The customer service people trot out the same old rubbish about re-booting and I have simply had enough of being ripped off. The only good thing about Virgin Media is the engineers who have come to see us to try to fix things (many times)are very helpful. I think the problems with Virgin Media are systemic and they are unable to deliver the speeds they advertise.
Reviewer
ian
Location
glengormely
Date
23/10/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
14 yrs later with vergin and every new upgrade broadband speed gets worse on 152mb now and can no longer play multyplayer games due to major packet lose, if your a gamer don't touch them low pings but bad latency and packet lose very unstable and customer service haha if rebooting your modem dosent work forget it,,cant wait until my contract ends time to move
Reviewer
Ewan
Location
Brighton
Date
23/10/2014
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
When it works, the broadband is fine. However, when there is a problem, it's difficult to convince Virgin Media to send a technician to the house to resolve the issue.
Specifically, I am asked to rerun tests on my router each time I call. This is inconvenient since I am often not at home during the day.
Service would be better if they had a record of previous technical calls/visits and didn't require me to rerun the same tests ran only a few days ago.
Reviewer
Victoria Binnie
Location
Swansea
Date
22/10/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Student at Swansea university, in a house with 5 others, virgin seemed the perfect choice of broadband provider so we could all be online at the same time when we needed to do assignments or for streaming video. The service (when it worked) was fine, fast enough for all 6 of us. I'd signed up to a 9 month student contract. Once this device period was up, and we'd all moves out however, the next months of food money had been taken from my bank, and they were still billing me. After querying this via their online email form (as there is no way you can actually email someone specific and their phone lines are always full of people complaining, or closed), the explanation I received by what I can only described as a barely readable and and lazy reply was that I was now on a rolling contact became I did not call them to 'cancel' by services. My contact states a minimum service period of 9 months, and no where did I agree to any longer when I made an account online. I was not aware you had to give notice to 'cancel' and contact that was supposed to run out anyway! I replied to them with this, and was ignored.
I felt I wasn't valued as a customer, that I was being exploited as a 'young naive student', and now they are hassling me for bills issued from when I wasn't even resident at the property. DO NOT USE VIRGIN. Customer service like I have never revived before - non-existent.
Reviewer
Unfortunate Soul
Location
Southmead
Date
18/10/2014
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Where do I start...I've always been a Sky customer but since we heard that Virgin is so much better, we ordered the Big Kahuna bundle and noticed that we don't have most channels and we just got it a month go. Called them, spent hours and days trying to figure it out. Next day, woke up to no internet or tv service. Called again, they had sent the bill to the wrong person and accused us of not paying even when we explained that we had not received a bill (although what did I pay these 130 pounds for if I got the wrong bundle and altogether maybe 25 channels out of 250 promised and internet that comes and goes). And it's been a month now and still, absoulutely nothing.Internet comes and goes and all they want is money and more money for service they do not provide. Stear clear from Virgin, Sky all the way. Customer service is not the worst but no one has apologised or anything.
Very poor.
Reviewer
matt
Location
colchester
Date
16/10/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
what customer service?
Internet keeps dropping out and not working for hours or days, 4 super hubs later and still doesnt work as it should and keeps going wrong. As well as the phone line gets cuts every couple months for no reason
To get away from this bad services they want £80 disconnection charge!!!
AVOID
Reviewer
shirley archibald
Location
walsall
Date
13/10/2014
Comments:
Having posted a review on here in mid September, I would like to confirm that Vigin Media are the very best.The very best at lying, incompetency, providing awful customer service, etc, etc. DO NOT CONTRACT WITH VIRGIN. 5 weeks on from my original installation date I still have NO service whatsoever, ie TV, Broadband or phone. Customer service non existent with lies, lies and more lies and phone calls from my mobile phone in abundance as I have no landline. Today have spent probably 4 hours plus on the phone to Virgin, CAB, consumer helpline and others trying to get my service up and running or cancel contract with Virgin. Now being referred to Trading Standards on my behalf although not holding my breath. I am recording all calls made to Virgin. What a disgrace they are.
Reviewer
Neil
Location
London
Date
13/10/2014
Ratings
Satisfaction
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
TERRIBLE CUSTOMER CARE. The VM engineer created a deep, 12 inch long scratch in our brand new wooden floors in mid-August. It's now mid-October and they've done NOTHING about it despite 5 calls and 3 emails. My advice: go with Sky.
Reviewer
Haley
Location
Thornaby
Date
11/10/2014
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
We've been with Virgin for years. We have only suffered a few occasional service drops and they have been rectified pretty swiftly too.
We only had tv and internet with the until we. got a phone call on Monday offering us the latest router if we took out a phone line, too. It actually worked out £20 less each month, so we went ahead with it. They arrived today, hooked everything up, and tidied up when finished too.
I couldn't be happier with the service if I'm honest.
Reviewer
John
Location
Bath
Date
10/10/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The harassment and misery caused by this company which I have endured cannot even be calculated since I became a customer. Elderly and disabled people should not have to go through this, but nobody should.
A contract is just that. an agreement between two parties.
When that contract is broken, that is an end, but not with Virgin Media. Before I join any company I want to KNOW what I am signing for, but Virgin media are not at all happy about sending out a copy of the contract first.
They prefer 'verbal' phone contracts and then the difficulty is getting the service you have required. Either with connection faults, or broadband speeds.
They provide what is termed an 'up to' broadband speed like all other suppliers. But if you are only getting 60% of that speed will they allow you to pay only 60% of the bill?
Yes, eventually they might send one of THEIR employees to check to see if a fault is found and then tell you there isn't. Then you are liable to their extortionate charges.
How convenient.
Occasionally you may get a genuinely helpful person at virgin media who will do all they can to help, but this is the exception rather than the rule as the remainder of the staff are either inept of just plain not interested because once they have your money, that is it.
Where is OFCOM in all of this? As far as I can see it is yet another government organisation which has been set up to divert away the attention of the customer into thinking something is going to be done to protect them when all OFCOM is there for is to gather information but they do NOT deal with independent complaints so they are totally ineffective.
When VM first started the service was far better, but with overseas call centres, staff who really do not care ( and if they cannot answer your questions they cut you off) and the goal of trying to screw every penny they can, this is one company to avoid like the plague.
.
Reviewer
Ryan
Location
Oxford
Date
08/10/2014
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
In comparison to the other reviews, I had a good experience with Virgin last year.
Our package was 60mbit. Our speed was at least 60mbit ALL THE TIME. It sometimes reached 70mbit. Very very few dropouts, never lasted more than 5 minutes.
Customer service has always been great. They even give you the mobile number and email of the person you are on the phone with (and they really do try and phone you back, even if you are in another continent!)
Signed up for a new package, they gave me a 6 month contract. Free installation. Slight wait for the engineer though, but that's the same in all the other cheap broadbands.
Reviewer
Alex
Location
London
Date
06/10/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
By far, indisputably, the least reliable and most frustrating broadband provider I have ever had, and I've had a few. Dropouts are a monthly occurrence and have lasted between 4 and 20 hours. Sometimes the phone line is disconnected without explanation. My average wait for customer services is 30 minutes. They offer nothing by way of improvement. Appalling. Cant wait to get away from this wretched wretched service.
Reviewer
Giles Barrett
Location
Gillingham
Date
06/10/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Having been with Virgin for 15 years I changed to Sky last year and for on other reason then I came out of the warranty for the set top box I changed to Virgin.
When ordering I said I would only swap if they cancelled the £49.99 charge to activate an additional TiVo box. They said they could not cancel the charge but could put a £49.99 credit on my account. I said that would be fine. I called up to confirm that the credit was due and they said it will go on on my first bill.
Surprise surprise no credit on my bill. I called Virgin and spoke to a manager who said that there were no notes saying an credit was due. Now outside cancellation period so unable to cancel.
Do NOT trust anything Virgin say. They will tell you anything to get the sale and then deny all of it.
As for the broadband. 152MB really!! The maximum I have managed is 40MB and does tend to drop out alot!
DO NOT USE!
Reviewer
shankar
Location
South Manchester
Date
04/10/2014
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Since the time i was forcefully told to upgrade to fibire optics being loyal customer for last 10 years + I m having night mare i might have called the help desk i guess 10-20 times all the time it is standard type reboot your modem log on do these and do that. The issue of connection drop of never resolved all the time engineer comes either replace the router or tell me that there is card issue in the area it has been going for last 2 months with no end in sight. Also they give advt about Usain bolt etc they should focus of customer services not ripping off the money.
Reviewer
Fords
Location
Oxfordshire
Date
02/10/2014
Ratings
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I know this is about the service its self but after four years this is what i had to contend with!!
I gave notice to Quit Virgin on 17 September, all my Virgin services were cut on 18 September 2014, Broadband and Phone. I wish I had the foresight to cancel my direct debit, as they took money from my account on 02 October. On contacting them about getting this money returned I was told this was taken because I had to give a months notice........I was not told this at the time of canellation. I hasten to add that although I had to give a months notice I could not use that months services!!! The person I spoke to in customer services tried to be helpful but there was no way I was getting my money back and I was actually told that I was lucky that they didn't charge me a cancellation fee.......... I have been with them for 4 years and not tied into a contract so they could whistle for that!! Raaaaaaaaaaahhhhh............and another thing when they asked why I wanted to cancel I told them that I could get a better deal elsewhere, but if they wanted to match it or give me a better deal I would stay....... no I was not entitled to any of their deals because I was already a customer. To which I said I didn't want to stay, I was told "thats my choice" Oh and would I recommend them to a friend.........Ahhhhhh NO!
Reviewer
chris
Location
swansea
Date
30/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin are so terrible. so far we have been with them for about two months and have called to complain about the terrible service maybe 5/6 times but nothing has been done. If we are lucky we have a working Internet connection for a whole day but usually it drops out every few hours or runs at dial up speeds. I usually end up having to just use my mobile data which is way faster almost all of the time (not provided by virgin).
Reviewer
shirley archibald
Location
walsall
Date
29/09/2014
Comments:
Frustrated and angry that no one in virgin cares.they take your money after hard advertising, tie you into 18 month long contracts and dont deliver. Customer service is non existent because the poor lowly ipaid muppets on the end of the phoneline are not interested in what you have to say and the may never speak to you again. I have only been with virgin media since 6th september and to date have had no telephone service. Had tv and broadband working for a couple of weeks but tv kept buffering. Now have no services whatsoever from virgin. My package is big kahuna with movies sports and HD including phone. I have none of these services operational at this moment in time but still psying for them. virgin still want to take money from me. Rubbish, rubbish, rubbish. Dont even think about going near virgin because all these reviewsant be wrong. Im now waiting for an engineer to fix the problem but no assurances when. Its a joke but no one especially me finds it funny. If I went to the shop and bought something and it became faulty, I would take it back and get my money back. If you tell virgin you're cancelling direct debit, they say that they will come after you and ruin your credit rating. Isnt virgin wonderful?
Reviewer
shirley archibald
Location
walsall
Date
27/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Frustrated and angry that no one in virgin cares.they take your money after hard advertising, tie you into 18 month long contracts and dont deliver. Customer service is non existent because the poor lowly paid muppets on the end of phoneline are not interested in what you have to say and the may never speak to you again. I have only been with virgin media since 6th september and to date have haf no telephone service. Had tv and broadband working for a fouple of weeks butbtv kept buffering. Now have no dervices whatsoever from virgin. My package is big kahuna with movies sports and HD including phone. I have none ofvthese eervices.operational but virgin still want to take money from me. Rubbish, rubbish, rubbish. Dont evenvthink about going near virgin because all these reviewd cant be wrong. Im now dtill waiting for an engineervto fix the problem but no assurances when. Its a joke but no one especially me findsit funny
Reviewer
LKDS
Location
Notts
Date
26/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Absolutely fine until the day you encounter a problem or attempt to cancel due to their price increases mid contract. Call centre staff lie with the aim of eking out a little bit more cash from you before you leave. Once in the "system" nothing is reversible and any complaints can only be dealt with in writing within 28 days (contrary to what their own complaints policy states and presumably so people tire of the stress of the issue and give up the money virgin demand just to get away from such a shoddy company). No matter how pleasant staff seem on the phone always assume their seemingly casual questions have an agenda, take names and record dates because no matter how normal a call seems in my experience they will be attempting to take more money out of your pocket.
Reviewer
Oliver
Location
Surrey
Date
25/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Always cuts out, We never get 60 mbps unless we call up virgin and they literally boost it up to 60 which proves that they are controlling our dl speed and are making it poor on purpose! The download speed is normally 5 or 10!
Reviewer
Ryan
Location
Sheffield
Date
21/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor, been with them, since before they got their hands on the system. (Blueyonder/NTL etc).
Price going up and up, service quality going down and down.
Avoid, they try to con you into new contracts without clearly informing you.
I suggest that you look elsewhere, their system is way over subscribed, and they are not interested in long standing customers, they are only interested in signing up new customers.
I am supposed to be on 100mb, not even seen half of that in at least 6 months, and usually get less than a quarter of that, and sometimes only get around 2-5mb.
Branson can swivel, and take his p1$$ poor internet/tv company with him.
Reviewer
Darius
Location
Bexleyheath
Date
18/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
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.
Reviewer
Charlotte
Location
UK
Date
17/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I would advise anyone looking to go with virgin media for any service to not waste their money. They are money grabbing and horrendously unfair, leading people into contracts they are not fully aware of and taking more and more money they are not entitled to.
Reviewer
Dean Crawford
Location
Northern ireland/ Belfast
Date
16/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with virgin media for over 10 years now, in the space of them 10 years I have had to get a leats 15 new internet boxes, one of the boxes even blew up on it self. To starts of the internet speed is so crap how can use keep us on 20mg for over 10 years a long term customer. For new customers that join use they get better deals than me. I'm paying near 30 a month for the worst connection ever to even make it worst it nocks me offline every half hour and takes about 6 hours to work again? So that's how I feel about virgin media!
Reviewer
ritzi
Location
lewisham
Date
15/09/2014
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
We switched from BT to Virgin over a year ago in our efforts to be more cost effective and now we're switching back to BT because of poor internet connection. I work from home and the situation is now impossible. They say you get what you pay for, I don't recall these problems with BT and I wouldn't recommend Virgin especially if you rely on it for work purposes.
Reviewer
Darren
Location
Falkirk
Date
14/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Was promised this, that and the next thing.
The only thing that works without problems is the phone line. Broadband 100Mbs? more like 9-21Mbs.
TV - picture keeps going and sometimes sound isn't in sync with picture.
ITS MY FAULT. MUST BE MY EQUIPMENT. MUST BE MY AREA.
There is nothing wrong with my equipment - supplied by them.
Would not suggest anyone to touch them. If I knew this on 10/08/14 then I wouldn't have bothered.
Customer Service - Whats that? Don't think virgin knows what that is either.
Reviewer
Navid
Location
london
Date
13/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service. Broadband and wifi constantly breaking down.
Expensive and poor customer service. Very poor value for money!
Reviewer
Vanessa
Location
United Kingdom
Date
11/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
have been working as a key worker for some time now helping a man with learning difficulties take back control of his finances and manage his debts.
Unfortunately over the past few weeks I have had to deal with virgin media. Within the call centre I have been told conflicting information time and time again and it boils down to the fact that as a company they are completely incompetent.
The man I work with has obvious learning needs, he was sold a product via a door to door sales man which was £7 for 6 months and then £14 per month thereafter (18 month contact).
The issues I have are 1) the man in question isn't capable of attending a doctor's appointment alone, so how they can think he is able to commit to paying for Virgin Media is beyond me...
2) the month virgin was installed he was arrested held in custody. He was incarcerated for 6 months (he has mental health issues) at the time virgin were contacted and told that he would be unable to pay. At this point they took his box and the service with them ended.
From this moment onwards, virgin have pursued him for just short of £70. This amount is small, but he has no money and is unable to pay, Furthermore, he should never have been sold the product to begin with.
When I have spoken to virgin about the account they informed me that if I was able to send proof they would write off the debt as a gesture of goodwill. I sent in proof of incarceration and from then on matters with virgin have got worse.
Today I took it to a complaint within the call centre as it had gone on too long, I was patronised by an utterly incompetent 'manager' called Leanne after I had been kept on hold for 30 minutes (on a 0871 number!!!) I explained the situation, she then bluntly told me that he has signed the contract and therfore had a duty to pay. When I elaborated that the guy I work with in unable to read and write and was clearly taken advantage of and miss - sold the product by the sale's man she was unsympathetic and said they were unable to reduce the balance.
Virgin Media record calls, but informed me they are only listened to for training purposes... so as a result they are unwilling to listen to the call to find out if I was misinformed and unwilling to listen to find out whether or not someone called when he was incarcerated...
I find this company's conduct completely unacceptable in their treatment of vulnerable people. They need stopping.
Reviewer
Sue
Location
Widnes
Date
11/09/2014
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I got great service in the St Helens Store when I signed up for a Big Kahuna package. The guy went through everything with me and matched big to this package he was very knowledgable and even when I got installed the engineer was great to. Very happy with my 152mb broadband. Great quality product. If you are looking to sign up I highly recommend going into this store or contacting them on 017447393939.
Reviewer
siyad
Location
East cote Road south harrow
Date
09/09/2014
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Comments:
after 15 min on the telephone frustrated and angry i got passed on to amey she was so helpful and friendly. i she calmed me down and seemed to be in my best interest the way she dealt with the problem was really good.. in the end i was for 25 min on the phone/hold and still ended up thanking her.. good costumer service from her!!
Reviewer
James Goldman
Location
North West London
Date
08/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Router / Modem needs rebooting a few times a day.
They cannot seem to fix it.
Now they won't let me leave the contract without a penalty.}
Make up your own mind.
Reviewer
Tom Ansell
Location
Date
06/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have been with Virgin for 9 years, and for all that time, all we have received is a load of CRAP.
We live in a fairly rural zone, so obviously you wouldn't expect fibre to be in our area. However, that is no excuse for the use of lines that are actually ERODING, making our internet among the slowest in the UK. As a student, internet in our day and age is key for my success, and when it's constantly running at speeds of up to 60 kb/s and/or shutting down on its own accord, how on earth am I supposed to get anything done?! I have had trouble sending off assignments to teachers, getting me into serious trouble, and all because Virgin couldn't get their bloody asses in gear and change the phone lines! Even if you walk up our road, you will see new lines in place. But not for us!! And we're paying what BT customers do for fibre! It's a bloody joke!
One time, the phone lines had been cut due to the winter storms. But when we called Virgin to inform them about the problem, they were absolutely useless!! We had to wait 5 days for it to come back online, and ever since then, it's never been the same. Whenever we call Virgin and complain about the reception, they tell us it's BT's fault because they own the lines. Then when we call BT, they tell us it's Virgin's fault, sending us in never ending circles.
I'm sick and tired of having internet which does nothing modern day internet should. I now know why they're called Virgin, it's because they have no experience at anything to do with internet!!
Reviewer
Orence
Location
London sw1
Date
26/08/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have had countless problems their service is up and down like a yoyo. Their customer service is typical of a company which does't care about its customers. Their indian call centre are willing but clearly not trained. Like all things Virgin, its just a brand with great advertising and poor quality product and service.
Reviewer
T Carr
Location
Ilkley
Date
14/08/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
This company lies constantly! They tell you what you need to hear on the phone but this never appears on your notes and never happens. We were mis sold our original package (as it seems is pretty normal), we had our tv installed and then broken so we didn't have service, we were told the original item we had been told didn't exist does exist, we were promised a discount and that lasted 1 month and then surprise surprise there is nothing on our system showing this agreed discount so now you have to pay double! They pass you from pillar to post, patronise you, have no clue (one person will tell you it's not possible, the next will send you an engineer and the final person of you're persistent enough will do it for you over the phone) and lie constantly. The worst is they talk over you and don't let you speak. Awful awful company I would NEVER use Virgin again and make a point of telling everyone I know not to use them.
Reviewer
Disappointed
Location
Rugby
Date
10/08/2014
Comments:
I wished to update my account but had forgotten my password. The contact us help refused to help for a week and it wasn't until I reminded them they had my phone no and was it beyond their imagination to ask someone to ring me and that I was changing supplier. I then received two separate phone calls offerring to help - their first security question was could you tell me your password. My cousin told me she was in tears having spent an hour trying to cancel the account her grandmother had with Virgin when she died, and her grand-daughter did not know the password. Surely this is something which happens on a regular basis and there should be a dedicated team to help bereved relatives at such a difficult time without adding to their grief. A friend has just left because of a replacement package for the now obsolete one he was happy with, of course the new package was more expensive and had features he didn't need.
Reviewer
Abdi Mohamed
Location
West Bromwich
Date
06/08/2014
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
So far been with Virgin Media for 24 months for the first 18 months I had TV (Tivo and V+) Broadband and Phone had been perfect. after my contract finished I cannceld the TV pavkage and upgrade my broadband from 100MB to 152MB now it my first time with VM and got to say the best ever. Even helped me but canceling a 3 months bill due to been laid off. THANKS VIRGIN MEDIA AND THANKS RICHARD BRANDSON NEVER BSKYB AGAIN
Reviewer
Rog
Location
North Yorkshire
Date
05/08/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Just avoid Virgin Broadband. Yes its fast - but you pay a lot for it, its just not worth it. The awful thing is they’re covered in slimy sales techniques and they’ll do all they can to patronise you and make your life miserable. For example, you can’t find out what anything costs its all how much money you’ll save, well whoopee. Their website is awful, its complete marketing bull. Every time I have to deal with them a little bit inside of me dies. I’ve spent 18 months looking forward to the end of my contract and now I’m cancelling all they do is try and sell me more crap at extortionate prices.
Reviewer
Andrew
Location
United Kingdom
Date
28/07/2014
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Virgin Media is without a doubt the worst internet service provider I've ever had the misfortune of having to deal with. Although the connection speed is decent when available, the reliability of the connection is horrible. I will be choosing a new ISP as soon as I am able to do so.
Reviewer
David
Location
Chandlers Ford
Date
16/07/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just used UK broadband Speed Test - download speed 0.9mb - upload speed 0.7mb - price £26.50 per month.
Customer service non-existent - today tried to contact Virgin Media - after 5 minutes and many pressing of telephone buttons they cut me off. Virgin Media is junk.
Reviewer
S Tait
Location
NW
Date
16/07/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Take care if you don't know how long you will be living in a property.
I was told prior to contract if they could not provide the service when I moved the contract would be cancelled with no penalties.
Surprise Im moving they cannot provide virgin service and have charged me £166.66!!!!
Reviewer
Miller
Location
Rotherham
Date
12/07/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really getting fed up with VM broadband. 'Known faults' and 'a engineer is on his way' is becoming all to frequent. Up to 100mb d/l speed but out of the three months since upgrading its never passed 50mb. Poor service.
Reviewer
Joanne
Location
Sunderland
Date
10/07/2014
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Ive been with virgin media for around 10 years now and yes had the odd problem with internet connection but nothing too major. Only have broadband with them though. Maybe just been lucky with all these bad reviews.
Reviewer
Pete T
Location
South Gloucestershire
Date
09/07/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Have been with Virgin for nearly 5 years - thought about levaing a few times but been promised better BB speed and stayed. I asked them in October (with monthly reminders to confirm my contractual notice) as they frequently upped the price with no notifications. I got a response from someone in India saying they had a contractual right to up the price when they liked - I pointed out that the contract actually says with notice. I asked them to confirm when and how they had provided notice to me of the price rises - no response despite reminders. I asked them to escalate this as a formal complaint and they responded from India to say it would be dealt with in 28 days - that was in Jan and still waiting! The service itself was rubbish and frequently hung or disappeared completely.
If you want poor customer service and a poor product that doesn't deliver then Virgin is the company for you. The only thing they do efficiently is up the prices and take your money.
Reviewer
Mariya
Location
Date
03/07/2014
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Virgin Media is the only provider I am SCARED to call because I know they will be incompetent and upsetting most of the time.
Any conversation with them ends up being a fruitless call with an unprofessional representative. It has been a 3 year journey with Virgin. Firstly, they left me without a service for 3 months because they could not arrange a team of 2 people to come and reinstall the service at my new address that included TV, internet and phone! Throughout my 4 scheduled installations there was only 1 person coming instead of 2. I had to take 2 holidays at work to meet them and ended up with no service every time. I spent hours on the phone with them calling 0800 number from the mobile phone being transferred from one department to another for 3 months before it was sorted out.
I got so upset at some point I realised I have never been more upset with any service provider. After the incident was sorted out I had to chase them for 1 YEAR to compensate me for the reimbursement of 1 MONTH of service, not 3.
In the meantime I don't know how but I actually recommended their broadband to my friend which was offering 50 GBP reimbursement for the services for her and me. I has been 4 months they should have paid this money to us. I called them 5 months ago to ask what was happening and they confirmed that the reimbursement was due in 1 month. 4 months since then, I just asked my partner to call them and that was the first time I witnessed him, being always composed and polite, to use an F word on the phone. They have no comments with regards to the reimbursement to any of us...
Should I start the fight again and spend more on a rehabilitation SPA treatment afterwards or leave it and let them get away with this?
Reviewer
Anna
Location
Warwickshire
Date
29/06/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid Virgin Media at all cost! Absolutely rubbish quality of service, totally unreliable. I lose connection to internet dozens time a time. Several times a week there is no internet for no obvious reasons, I have to stop work and wait till I get it back (apparently no point in calling them - just a waste of money on telephone calls). Wireless router is rubbish: I can have internet only in one room where the router is located, if I move my laptop to another room there will be no internet. Very often my laptop can "see" all of my neighbours' wireless networks with good quality of signal but not my own!
My friend had to ask for a router replacement 3 times. Only the third one was able to provide a decent quality of signal. But what is the most shocking is that they PUT A DEFAULT ON HIS CREDIT FILE FOR ONE LATE PAYMENT! They have not sent him any default warning letters (as required by law). He missed a payment, paid full amount later but now has a default on his credit file - unable to get any credit, can't get a loan, can't get a mortgage. And will be unable to get any credit for the next 6 years before this default disappears from his credit file! Avoid unless you want to take a serious risk! One late payment and your credit history is ruined!
Reviewer
Not Happy
Location
Reading
Date
28/06/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
5.00 stars
Comments:
I'm really hacked off with Virgin media, I pay for the top broadband package 152Mbps as I occasionally work from home. i have NEVER EVER EVER got near to 152Mbs in fact the highest I have ever gotten is 50 Mbps download, in my opinion this is a massive fraud, so will I get rid of them, yes I will. Goodbye Virgin media for good.
Reviewer
R Moore
Location
Rugby
Date
27/06/2014
Ratings
Reliability
2.00 stars
Comments:
I took up Virgins premier collection offer last September and it's the worst thing I have ever done. The broadband took them two weeks to get right, the speed is definitely no better than I had with Sky despite their claims. I took up the whole offer and reasonably expected them to transfer all services or at least inform me if there were any problems involved. Neither of these things were done because three months later I found that I was still being charged for the television services by Sky! When I queried this I was treated with the off hand reply "It was down to you to do that" So far from saving money it has cost me considerably more. There are other issues too many to go into here but the customer service is apalling and they don't seem at all interested once they have you as a customer.
Reviewer
Ian
Location
Winchmore Hill
Date
26/06/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I Have to say I think Virgins network and customer service is the worst i have come across in the industry.
customer service is just a joke!
Reviewer
bhavesh vyas
Location
leicester
Date
20/06/2014
Comments:
The service that i have received has been pathetic to the point where i am frustrated First I had to wait in and there was a no show after calling them we had an engineer out who came and said another engineer would need to come and replace the cable which is another wait in off half a day in total a day and a half.
After the first no show I was told that someone from customer service will call me the next day. Did I get one?.Ans NO!!!. A few weeks later I called them Told customer service would call me the next day between 9 and 12pm again no call. So here is a review af customer service don't expect any because i am still waiting for that call
Reviewer
Arthur
Location
Yate
Date
20/06/2014
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Left BT 2 years ago as they still insist on extra £17 pm for a phone line PLUS £27 for broadband but Virgin charge £24,50 for 30meg broadband only, and I use VOIP for phone calls, speed usually around 33,5 megs, av phone bill £3-4 pm. Everything done when promised, everything reconnected within 24 hours of moving home, one streetbox problem in 2 years fixed within 24 hours, about to get free upgrade to 50megs, VERY happy with Virgin, could never go back to high price and extremely poor service I got from BT.
Reviewer
Daniel
Location
Cadishead Manchester
Date
18/06/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Virgin Media...DO NOT EVEN BOTHER CONSIDERING THEM.
I recently moved back to my mums for a short term whilst finding a new home, she uses virgin media, now I was with sky before I left my old home.
I try to play world of warcraft online, and more than likely it will die out, not to mention when one more person connects to it, it dies out.
On some days it connects well, others, not so well. But then when you ring up it takes forever to get through to the team, I have been on the phone for at least 15 minutes, although with sky you get through within 2 minutes. the womens voice is so irritating and drags out.
Just dont bother going with virgin at all, sky is the best connection iv ever had. IF I could use bad language, I would.
Reviewer
sam
Location
london
Date
16/06/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I sign with virgin all included and the only option you have with them was take a 18 months contract, they accure me that If I was moving in a new house there were not problem to take my contract with me, apart sometime my TV or internet let me down, the service overall was not bad, but dealing with the customer service was the hardest thing I had to do, everytime you call them you speak with different people, sometimes based outside UK, the consultant did not find an aswer but looks like he was reading from a piece of paper, anyway finally came the time I have to move out and call them to take my contract with me, move 0.6 miles from my old address and surprise they did not cover the area of my new flat and the answer was "sorry you have to cancel the contract and pay allt eh extra months" shocking I ask how to complain and surprise surprise the only way to complain is to WRITE A LETTER to the Head Office, incredible, a company provide internet in your house and the only way to complain is to write a letter by hand, I start to laught because honesty there is nothing else to do, till they send me the letter in which they were seay "sorry to hear you leave us" NEVER NEVER AGAIN I HOPE I HAVE TO DEAL WITH A so unprofessional company where the customer service is the worst ever and they do not treat you as a person but as a mumber, I hope Virgin and Mr Branson learn to work honestly in the future and treat people bette that they do not. DO NOT TRUST THEM, do not go with them, now I have my sky and no problem at all.
Reviewer
Shirley
Location
Bedford
Date
12/06/2014
Comments:
BE careful what you agree with virgin. I'm elderly and moving to sheltered housing so cancelling my telephone line and broadband. VIRGIN are charging me £64.20 disconnection charge,after I have paying them from when they first commenced trading. SO DISAPPOINTED ITS NOT THE COMPANY IT ONCE WAS.
Reviewer
Waterbug
Location
London
Date
10/06/2014
Ratings
Customer Service
2.00 stars
Speed
3.00 stars
Comments:
Goes down more than any broadband I've had in the last 10 years. Constant equipment failures, service interrupts, and slow as government service during the peak times. BT was much, much better on all fronts.
Reviewer
P
Location
London
Date
07/06/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
WORST CUSTOMER SERVICE!!! all centres Glsgw/swansea/india!!!
The paperwork / agreement I received was incorrect, when I got the time to check it and got back to them to find out why the paperwork I received shows figures that I have not been informed of. The staff said "Oh that's alright you'll see the right amount when you receive your bill. I asked them if it's possible to have the correct paperwork sent over as I will be legally bound to pay the amount which was higher to what I was told over the phone. I was advised by the staff that THEY HAVE NO WAY OF SENDING ME THE CORRECT PAPERWORK showing the correct figures for me to sign it an return and guess what if you don't sign it and return they assume that you agree to the figures and the terms and conditions !!
Before I got off the phone I asked them how much time do I have to cancel my services, they said 28 days.
After being advise that I have 28 days to cancel with no cancellation fee I gave up on that occasion as I am a very busy man and had other things to attend to.
ALWAYS MAKE SURE THE PAPERWORK YOU RECEIVE FROM VIRGIN SHOWS THE CORRECT FIGURES!!!!!! THEY SAY SOMETHING OVER THE PHONE AND SEND YOU SOMETHING ELSE SO YOU END UP SIGNING FOR SOMETHING YOU ARE UNAWARE OF AND HAVEN'T AGREED TO... IN OTHER WORDS THEY MISSELL THE PACKAGES!!!!!
The next couple of times I tried their line which doesn't tell you at the beginning they are having problems with their line or with their database; I tried almost every other day when I had a few minutes to spare. Every time I contacted Virgin; LONG HOLDS and after getting through to someone. SORRY!!!! WE CANNOT HELP YOU!!?? OUR SYSTEMS ARE CURRENTLY DOWN OR SOMETHING ELSE!!!
Call it bad timing or just the staff pushing me away or trying to pull a fast one on me???!!!
I tried again a few days later, luckily, got through to a rude, robotic and incompetent female at the Glasgow call centre who did not listen to my concern and throughout the call just kept repeating herself without even listening to what I had to say, so I requested to speak to a manager someone who's trained properly.
On this occasion I wanted to pick up from where I last left with Virgin; about my package price and also to pay for the Saver Line Rental which was offered to me at the point of sale and at the point of sale I was advised it will be £128 and can be paid whenever I am ready.
I got through to a manager called Catherine (GLASGOW CALL CENTRE SUPERVISOR); surprisingly she could also NOT GET INTO MY ACCOUNT when her colleague who passed me over to her had access to my bills and all my details. I again felt like I was being pushed away and they just wanted me to keep quiet until my 28 days’ time runs out.
She had a very thick accent, talked too fast to get rid of me and didn't take the matter seriously at all and all she did really was just repeat the incorrect information her colleague had provided plus repeated it 5 more times. She promised me a call back for after 6.30 PM the same day, I agreed and took time out to receive this call. NO ONE CALLED ME BACK!!!!!!!!! I wasn't surprised...
The next day I took time out of my busy schedule and called Virgin back, asked the person about the call back that I was promised, the person I got through to didn't apologise to me on behalf of his colleague who FAILED TO DELIVER WHAT WAS PROMISED!!! He charged me £144 instead of £128 for the line rental CHARGED ME MORE THAN PROMISED left me £16 SHORT saying that £16 will go as credit on my virgin bill. (£16 is equivalent to a month's LINE RENTAL) The person MESSED UP THE DISCOUNT APPLIED TO MY ACCOUNT!!! Before I got off the phone I wanted to know about my package plan, the excuse I got this time was that since the bill is not generated yet they cannot provide me with that information, this was on the 3rd June I was told it will be ready by 5th June.
I checked online on the 6th June hoping the online account shows the correct information as the staff is NOT TRAINED PROPERLY, DON'T KNOW WHAT THEY ARE TALKING ABOUT, I did not have the patience to be on hold for 25 - 30 minutes and I did not want the staff to stress me again.
THE BEST PART IS THE PACKAGE I DID NOT AGREE TO A BILL FOR A PACKAGE THAT HAD NOT BEEN EXPLAINED TO ME WAS READY FOR ME to PAY ON THE 5th June.
The bill showed £25 something amount, I was absolutely FURIOUS when I saw this but didn't call the customer service about it as I was in the middle of something and could not spare 25 - 30 minutes and get through to someone who cannot provide me accurate information instead just ARGUE thinking what they are saying is RIGHT and CUSTOMER IS WRONG / LYING and then ACCUSING the customer.
INITIALLY WHEN I WAS SOLD THE SERVICES I WAS TOLD BROADBAND + LINE RENTAL @ £19.99 for the first 12 month and £31.49 for the remaining 6 months.
On 6th June I called Virgin media back, spoke to Katarina (GLASGOW) she advised me that my package price is £31.49. When I told her about me paying the line rental for the next 12 months she was unable to acknowledge that.
It was pointless talking to her as she wasn't trained, had NO PROBLEM SOLVING SKILLS and did not take my call seriously. I got extremely upset with the way she handled my call and asked her to put me through to cancellation at 7.45 PM she placed me on a 10 minutes only to come back to me at 7.55 PM only to say call back tomorrow as the department will be closed in 5 minutes and SHE CANNOT PUT ME THROUGH AND DID NOT GIVE ME A VALID REASON AS TO WHY SHE HAD ME ON A 10 min HOLD only to come back and not help!!!!!!!!!!
Called back, got through to Demi (SWANSEA call centre) she told me my package price was £15.50 I knew she was providing me incorrect information and asked for her to confirm the price and writing and send me the correct paperwork, SHE REFUSED TO ASSIST ME EVEN BEFORE I FINISHED MY SENTENCE..
In my opinion, SHE HAD NO LISTENING SKILLS and needs to retrained or should be permanently moved to a different department where there’s no customer interaction; based on my experience she's not fit for the role.
TRUST ME THE MANGERS ARE THE WORST!!!!!!
I requested if I could speak to a manager, I was transferred to Steve and fortunately this manager didn't say that he can't get into my account. The manager got on the phone DID NOT GREET ME or PROVIDE ME WITH HIS NAME, just said, "So you want to know how much the package price will be for your plan from now on," I said yes and also I need something in writing.
He said NO, HE CAN NOT DO!!!
I asked him to send me an email and not a letter; I just needed a written confirmation which confirms the package price for the 18 month agreement with Virgin Media.
The reason he gave me was UNBELIEVABLE and very INTERESTING, customers email us and because we are incompetent and can't respond to customer emails and they complain. IN OTHER WORDS THEY DON'T WANT CUSTOMERS EMAILING THEM, THEY WANT TO LIMIT THE INTERACTION WITH CUSTOMER'S MONEY AND CUSTOMER'S BANK DETAIL SO THEY CAN CHARGE MORE THAN WHAT THEY PROMISE.
THE STAFF IS SO RUBBISH, to cover up their shortcomings they want customers to be IN A MAZE and not know what they have signed up for, how much the customer will be paying and what month the payment is due.
I requested again nicely and the manager started to shout at me and started speaking at 100 miles per hour and gave me the impression that he just wants to get rid of me and DO NOT AND WILL NOT ASSIST ME WITH MY ENQUIRY!!!!
I checked all the paperwork I had received one more time, this time thoroughly BEWARE the staff can ACCUSE you!!!! I was unable to see any mention of the discounted deal I was sold.
Last call I made was after 8 PM the cancellation department was closed as I was told on previous call, this time I recorded the phone call to have some sort of proof and as per DPA advised the agent at the beginning and at the end of the call.
This time I got through to Swati (INDIA call centre) I was hoping to get the same information, as the correct amount on my bill should have been (-£12 or £0) but it was showing as £25 something which the staff was unable to breakdown for me.
There wasn't much interaction with Swati as she sounded CONFUSED and wasn't even able to confirm the services I had after good 15 minutes in the call she finally worked out went through the notes however STILL CONFUSED and LOST in her OWN THOUGHTS. She told me they treat each service separately and bill separately for each service which MADE NO SENSE as I signed up for a phone + broadband package.
I got tired of trying to resolve the issue as she was not able to help me either, she offered a manager call back, I agreed, hoping I will get through to someone who can correct the ERRORS made by the rude and unwilling to help staff. I was advised that I will get a call back in the next 30 minutes I had to go out but to receive the phone I had to cancel my plans so I could attend the manager call back.
AS USUAL NO ONE CALLED ME BACK!!!!! I find the whole experience absolutely DISGUSTING, VERY EXHAUSTING, EXTREMELY STRESSFUL and TIME TAKING!!!!!!
Please note all the details provided above are TRUE and relate to real time calls placed to Virgin Media and this is a legit customer and customer service interaction with Virgin Media and not a review by a competitor.
[I just want to get the message out, please do not remove names as I have not mentioned any surnames or breached DPA]
Reviewer
buckers
Location
Manchester
Date
02/06/2014
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Broadband is slow even with high mb, customer service is practically non-existent. Prices go up and up. Would of gone with sky a long time ago, unfortunately we cannot get a great signal for the tv package as well because of trees in our garden, but as soon as the fibre optic is done in our area through sky and bt that's where i will be heading!
Reviewer
geoffeeee
Location
Kent
Date
21/05/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
1 star is too much for Virgin, the company is a rip off and a disgrace and use sharp practices. Customer services are a shambles. If computer says no that's the end of it as far as they are concerned, I have been a customer for years but I cannot put up with Virgin anymore so they are losing a good cutomer.
Reviewer
ahmed
Location
bradford
Date
20/05/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
my bundle is 40MB but what i get is 4.3MB only i do the test through different speed tester i called the customer service to complain it took more than five minutes and i got nothing as usual
Reviewer
Joe
Location
Tayport
Date
19/05/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID THIS COMPANY! I have been a loyal broadband customer of Virgin Media for a good few years. Then last year, Virgin Media announced that because it was such a good company and needed to remain competitive, it was increasing its prices way above inflation. I disputed this and communicated with Virgin Media over the internet using their website chat. The representative of Virgin Media misled me and indicated that if I agreed to stay with them for 12 months, my prices would be fixed for 24 months and I would get a free phone line. I agreed to this. A few months later, I received a letter from Virgin Media stating that they were such a good company and to remain competitive they would increase my prices way above inflation. I disputed this again and the attitude of Virgin Media is that I need to read the small print and they can do what they like. I took the case to the ombudsman and the ombudsman ruled that due to the Virgin Media contract, they are within their rights. I have sinced moved home and now live in an area that is not serviced by Virgin Media. Virgin Media have added disconnection charges to my final bill, which has multiplied the cost. I have disputed this and Virgin Media have put a black mark against my credit history, which is otherwise exemplary. I will be taking legal action against Virgin Media for making my credit more expensive because this will cost me money if I need credit. Whenever I try to get through to Virgin Media, I end up speaking to somebody in their Indian call centre. They can't make any decisions and cannot even ask for somebody from the UK to call me. After being a loyal customer for years and after always paying bills on time, this is how I am treated by this awful company. Avoid Virgin Media, otherwise you'll regret it.
Reviewer
assad ahmed
Location
Date
15/05/2014
Ratings
Reliability
2.00 stars
Comments:
very hard to understand becomes very difficult
sometimes activation can be a problem it is also mightbthinkbof changing to bt broadband
Reviewer
Christopher
Location
Colchester
Date
15/05/2014
Ratings
Satisfaction
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Non-existent customer service, horrible TV reception and long, long waits on the phone. I changed to Sky, who have been brilliant. Virgin have now promised on three occasions to send packaging for their old eqipment, but seem incapable of sending Jiffy-Bags through the post. They have, however, warned me against disposing of their equipment, which is so old it has NTL on the front! Never, ever, again, they're absolutely useless!
Reviewer
Lisa
Location
Amersham
Date
15/05/2014
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Just had new home hub installed to solve my ongoing connection problems via Apple airport. Engineer showed up on time, sorted it in five minutes, tidied up after himself and set up all my devices for me. Very happy with the service today.
Reviewer
Emma candy
Location
chertsey
Date
10/05/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
8 months of stress after a bad installation and them digging up my drive and me calling twice a week for the last 8 months and no one wanting to take responsibility for what happened! Your just a number not a person and I won't be renewing my contract with them. If you have any sense stick with sky! Customer srrvice is outstanding with them compared to virgin. You have been warned.
Reviewer
Anthony
Location
Cardiff
Date
09/05/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible company miss sold told after the initial 6 months could down grade with out charge not true broadband is terrible my 3 year old bt hub was much better . Go elsewhere .Terrible customer services
Reviewer
Anonymous
Location
London
Date
05/05/2014
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Recently I upgraded from Sky to VM, not being happy with Sky's poor broadband speeds even though they claim up 20Mbps.
I ended up getting the VM Premiere Collection and so far I haven't looked back. I got this mainly because of the 100Mbps broaband and I thought we might as well switch over our TV package as well just for convenience.
Doing a wired speed test I get on average a whopping 85Mbps! And remember, even though you pay for a 100Mbps, data is lost from the box on the road down the coax cable to your home, so you will never get the full speeds you want, regardless of who you are with - what matters is the percentage of data you get of what you pay for.
But there is a but. We have a loft conversion and our router is located on the 1st floor of the house, meaning WiFi signal is poor in the loft; it's very good on the ground floor, however. Because of this poor signal I get poor download speeds, meaning I'm not getting the most out of my internet package up here. Unfortunately, this isn't something an ISP can solve for you because this is a problem with regards to your environment. Also, WiFi speeds are no where near as reliable as an ethernet connection! This is fact. But we never want to be wired up and restricted with our freedom of movement. So, the only way you can get around this is by being ingenious, spending a little money and being a bit of a geek, I'm afraid.
If you can fulfill that criteria then you can do what I've done, which is buy another router (a good one that is dualband), flash it with a custom firmware (I used DD-WRT), and use it as a wireless repeater. There are tutorials on the internet that will assist you if you're not sure what to do or where to start (however, you MUST be computer literate and be comfortable with what you're doing!). Furthermore, I bought a dualband wireless adapter to take advantage of the 5Ghz band and WiFi speeds. Since doing this, I went from 25Mbps download speeds to 70Mbps download speeds - in the LOFT!
With Sky I got a measily 5Mbps and I did everything I could to make it better to no avail. With Virgin I get 70% of the speeds I pay for through WiFi and the package I pay for is £5 cheaper than what I was paying for Sky.
I have given 3 stars for Customer service because I haven't been with them long enough to give a decisive rating on that one.
Broadband reliability is good, not amazing, haven't had any real issues though.
I hope I have answered any questions you may have had. A lot of people don't understand networking and just jump on the bandwagon of their ISP is bad and not understanding why they're having problems - remember Wired > Wireless.
Reviewer
Hihine
Location
Cambridge
Date
27/04/2014
Ratings
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Don't let anything go wrong with your broadband or bill as their customer service is appalling. When I opened my account I was given the wrong information by the operator and this has resulted in me being out of pocket of £50. When I called for help, none was given and on top of that they could not have been more patronising. If I knew how incompetent their staff was I would have chosen a different internet operator.
Reviewer
kate taylor
Location
staffordshire
Date
22/04/2014
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I only have TV package and now on numerous occasions have tried to contact virgin media to get channels removed. I have had to wait over 5 minutes to get through to the right person after pressing the various numbers only to be told they are experiencing technical errors so therefore waste of my time problem still not solved. Had issues with internet dongle also, going move to sky asap.
Reviewer
Ed
Location
Bristol
Date
20/04/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I used to be an NTL customer. Then NTL became Virgin, we lost all the sky channels and I left Virgin swearing I would never deal with this bunch of dishonest scum again. 2 Years later i find myself in an area with dreadful ADSL and am forced to go with Virgin if I want servicable internet. I knew this would be a nightmare entered into, and guess waht, yes it is. This company is a disgrace. It invests millions of pounds in new main backbone infracstructure but then completely fails to support this with suffucient capacity in the street boxes that share the internet and TV out to its customers. In the last 4 years I have had to phone up and complain every 5 to 6 months that my TV signal has gone so that half my channels can no longer be recieved, and my internet is clearly being swamped in the box as I get sub 1mb download in the evening. If I try at 1am miraculously I get full speed. Every time I phone up some idiot at the call centre tries to tell me it is a TV box issue (what...both of them! really??) and that my router has a problem - oh just like it didnt have a problem on the previous numerous visits. I know how the system works (I'm a network engineer) and I actually explain the workings of their own system to these gimps and yet they insist that I have to wait in my house for an engineers visit - I do not need an engineer in my house, he just needs to add a card or fix my connection in the box in the street -but every time an engineer comes out and confirms once again that my boxes in hte house are perfectly fine and it is a problem with the box in the street - wow really...you don't say....
The thing is that Virgin could get rid of 95% of their complaints and negative feedback (and maybe not piss off all their customers ..just an idea) by sorting out the capacity on the boxes in the street - this will cost money - but how many customers leave because of their shocking service???? I can now get BT fiber in my area, my Virgin contract is about to be cancelled - thats about £1200 a year they wont be getting off me because they wont put some £4 interface cards into the box in my street.
Reviewer
Jennie rich
Location
Stansted
Date
09/04/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please do not use virgin broadband. We have been on the phone for three weeks every night now to their supposedly customer service! Every day from 4PM our download speed drops to 0 and we lose connection completely. They told us out modem was faulty and sent us a new one, they failed to tell us they would charge us 7 pounds postage. They promised us that if this did not resolve the problem we would not have to stay in another 12 months contract with them. Of course this did not solve the issue and they deny the conversation ever happened. Yet they say they record their phone calls so I said to them go back and listen and you will hear they reply but we don't record all phone calls. They are rude, have an answer for everything, never phone back when promised, and constantly deny that there is anything wrong. I have now got a Mac code from them and they informed me that if we do not pay for the Rueter which did not need replacing that they will send round the debt collectors. I said they can have their reuter back as this will cover the so-called debt. Please please do not use them you will spend every evening on the phone even trying to get through to someone is a joke, when you do get through to India you will be lucky if you can understand the person on the other end of the phone as their accent is so strong. I am now switching to BT
Reviewer
arooooooooo
Location
london
Date
08/04/2014
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
we get 160 mb download and 12 upload, for 400£ a year. we used the vcloud code when ordering. no phone tv or that rubbish.
install on time and professional.
thing is with most broadband, its just luck of draw. it might be brilliant, it might be awful. so many factors influence this beyond the name of the company who you choose.
so far is better than we dreamed but it could change, so fingers crossed it stays good
Reviewer
setta
Location
londonl
Date
03/04/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Expensive and rubbish. Over the years l have noticed their service getting worse and more so as the years go on. They give me a deal then instantly find a reason why it should go up! The broadband cuts out continually. The customer service is a total joke a technician who couldn't tell me what was up?! Are you kidding! And to add more insult to you has a customer Expensive!!!
Reviewer
kimmwood
Location
blackpool
Date
02/04/2014
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very impressed. Easy to order on line, look around for discount codes dont always accept the first price that comes up.
Good communication. Engineer arrived as arranged and explained and set up everything including my laptop and internet tv.
All speeds as advertised.
Previously very disappointed with bt. I found my home powerline didnt get good speeds but that was down to older equipment not supporting the speed. Pleased that I moved.
Reviewer
stephen
Location
hartlepool
Date
29/03/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Well where do i start, service engineers at virgin media do there best to try and convince you that virgin media is the best service.provider on the market but to be honest we know that is a pack of lies.
I used to be an engineer with virgin but have now left and work for sky.
I can tell you that the network is saturated and we had alot of cabinets that where so old that the equipment in them is so old that we had to take out of one cabinet that had been discontinued to replace the amps. Network engineers are so supposed to keep on top of the daily maintaining of the network but all theu can do is try and keep it worming as best they can as virgin have now pulled the budget yet again and there is no money for upgrades.
engineers are told to tell customers that the network is fine and the is no problems but we know different. The cab network is a mess 90% of street cabinets are full and all that happens when new customer comes on board is they use a splitter in the cab to share the power down the rg11 or rg6 cable to your house. And to be honest unless you are top tap port in the cabinet you are go to have problems.
And all that will happen is another engineer will come out and just swap the tap over to another port whicb means they take someone off service and put yours on there tap port simpme job done and when they do red tools test it comes back with green no one knows any different.
engineers are hit on a monthly basis with massive under achievable kpi,s which then helps the company claw money back from engineers.
and this is just a tip of the iceberg of what afm,s tell there engineer,s to make sure they get pass results and also bully the engineers into making sure they get 10 out of 10 on nps scores from customers.
i feel sorry for anyone who is with virgin media now and this will only get worse my advice would be tv with sky and fibre broadband from BT i have had BT in for year now and constantly get 84mbits and not dropped off once
Reviewer
Mark Holtom
Location
Coventry
Date
28/03/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I am a landlord and have three accounts with Virgin in my properties.
Their service is not simply poor, it is the worst, most incompetent that I have ever come across. Their staff don't know how to do their job and something simple like transferring an account has taken over 7 hours on the phone - on a call I am paying for!
Trust me, when I say that you should avoid them like the plague. You can get a better level of incompetence with BT or EE (with whom I also have accounts).
Reviewer
Ciaran G
Location
Belfast, Northern Ireland
Date
25/03/2014
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
1.00 stars
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.
Reviewer
Edward
Location
Amesbury
Date
12/03/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
STAY WELL AWAY!!
Went with virgin media after sky paying over £120 a month for 2mb download speed from fibre optic and an on demand service that never works, the broadband is the worst very slow speeds and always cuts out, however I have tried to leave virgin because they have voided there contract by miss selling, however they will not let you leave until your contract is ran out or credit you for lack of service, there customer service is also appalling after telling them my problems every month nothing happened so I stopped paying for there service and this is where there bulling tactics come in saying you can't leave and must pay the full amount even knowing you have tried to leave and they won't let you will never go near virgin again is the worst company around and rude customer services
STAY WELL AWAY FROM THESE SHARKS!!
Reviewer
Tom
Location
Hertfordshire
Date
11/03/2014
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The broadband goes down far too often. And every time we go through the same procedure where we call the helpline and do lots of checks, then they book a time for the engineer to come out. And every time, it is an area fault. Today they told me that they don't investigate faults until 5 people from the same area have complained! So it can be one or two days before it's fixes again. This happens far too often.
Reviewer
Joanne spence
Location
Maidstone
Date
08/03/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service - just pass you on to other people for you to re explain the problem, won't allow you to cancel without huge termination fees, very very awful service.
Reviewer
Tom
Location
Cam
Date
23/02/2014
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Terrible.
Our speed gets throttled down to about 0.3mbs randomly. Our hub/connection drops five times a day. And to top it all off when you download a big file like a game or two from Steam you get throttled down to a stupid degree.
60mbs? That is the funniest joke i've heard from virgin in a while.
Credit where it's due though their customer servies really are good so props to them.
Reviewer
Karolina
Location
Manchester
Date
11/02/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish it wasnt true but it is.
In 3 days I will be out of a job and in 8 days I will become homeless. This is due to things out of my control and not the point.
A month ago I called VM to advsie them id be going abroad and that I will be moving out of my house on 19 Feb. I have all my family in a different country which is why i have to go there to sleep on sofas at friends and family until i get on my feet again.
I didnt want to give up to much information on reasons etc as im embarassed as it is over my situation. I was just hoping they would terminate the contract as they would not be able to provide me with the service where i am going.
They would not let it go, they said id have to pay a disconnection fee. I tried explaining id not have a forwarding address for the final bill and that my bank account would not be active either.
They then kindly informed me that the debt collectors would find me. Thanks.
I called up once again, desperate, explaning my situation. That id gotten sick last year, that i claimed for benefits as my SSP wouldnt cover my expenses and my employer did not offer any sick pay, that my claim is still not resolved 8 months later, that id gone in debt, that id lost my home ...
They were still stone cold, told me straight out i should have made better life choices. As if my chronic illness is my fault.
They referred to the terms and conditions and saying id comitted to a legal contract. Fair enough. I did.
I asked if they would have any third party costs for me disconnecting my contract 6 months ahead of time, they said no. This means they will not have any costs for me disconnecting, but still demanding £172.50 in disconnection fee. It is their choice.
I understand it is a contract. But to ask a company to have a shread of humanity, some empathy, that is just out of the question.
So as I will not get any help from Virgin media to deal with the horrble situation i am already in, I would just like to warn anyone who MIGHT ever get sick, get in an accident, get divorced or have any other major life event rumble up your economy to please please do not get into a contract with Virgin Media. They will NOT care, they will NOT help.
They will however hunt you down to the ends or the earth to get their precious money, no matter if they are actually providing you with a service or not.
Reviewer
George
Location
Bloomsbury, London
Date
27/01/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We were given an installation date on the 23rd of Jan. When calling to cancel my Sky contract they said services will be stopped on the same date, so we thought it was excellent timing.
On installation date a very rude engineer arrives who started complaining about my cats being around, then the cable was cut too short, trying to blame us for doing so. Then he said there was no signal on the cable and we needed the construction team to run a new cable to our property. I told him we have no internet and he assured us we'll receive a call from his manager within 20 mins as soon as he's off the conference call he was having. This didn't happen. 3 hours later we contacted customer services only to be promised another call back which, you guessed it, it never happened. Next day, Friday 24th, I went into a Virgin store where they assured me everything will be sorted pretty soon and I'll get a call by noon. Again, never happened. A call back was promised later that day from Customer services - you can see the pattern, it never happened. I just think they do everything possible to get you off the line because they can't be bothered talking to you.
Again on saturday after very lengthy conversation on the phone and many apologies, I was promised a call from the area manager(Glen Armstrong) on Monday morning, followed by a call from customer services(Demi) by 1pm, to see if everything was alright.
Neither of those happened by 2pm so I rang again. Plenty more apologies and nothing good. i was passed from department to department (7 in total), back and forth, all giving me conflicting information. One telling me that appointment wasn't made because the order was cancelled(who cancelled it is another question) and this is why we received no calls, the other apologising and saying it's Virgin's fault, the other saying it's my fault for cancelling Sky so early and installations can take longer (so why give me an exact date then???)... It's been absolutely dreadful, nerve-racking experience.
Conclusion is that no one in this company has any idea of what they're doing. I'm pretty sure their internet is super fast, and TV is great too, but I just couldn't deal with all the fuss to get to those services. They don't show the slightest interest in your custom and make you feel unwanted. By far the worst experience with a utility company to date!
Reviewer
Paul tappenden
Location
Eltham
Date
14/01/2014
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Well where do I begin , I have been with virgin media from the beginning , they transferred from ntl , I've got all three services with them , all was going well as can be expected , until back end of last year , first off all the broadband went wrong , that was fixed , the the television lost channels , that was fixed , then the telephone went wrong that was fixed , back to the television looseing channels again , after numerous calls and call outs and passed from pillow to post and customer service guys laughingin my face at my problem , I was pulling my hair out at not getting anywhere , so I was passed to another customer service lady , who told me that if she was me Id leave the company as obviousley I had been treated so badly , in the end they decided to run a complete new cable from my house to the outside box , down the street , but hey it still not working properley , after all this time I get the truth , that the L.E..B have damaged the cables and they got to photograph the evidence as they won't repair the cables if the leb won't pay them the compensation , but it should take another two weeks to come back to them and then they will book a date to connect the new cables up , I have been through hell and back and now I'm very tempted to change company's , virgin media have let themselfs down very badly this time , majority of the time I felt it was just useless even phoning customer services , and I hate the Indian call centres , I have a terrible job understanding them , and then they get very rude with you beacause you can't understand them , all I can say is jeez somebody help me
Reviewer
MR R BRANSON
Location
TROPICAL ISLAND
Date
07/01/2014
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
My Broadband is amazing! So is my tivo box thingy. At night when I brush my beard before I go to bed I chuckle to myself. Then I get up and fly off to my tropical Island. Unfortunately I cant get Virgin there but have to make do with that sky thingy but I dont mind cause I earn millions :)
Reviewer
Joseph Rejek
Location
Portsmouth
Date
07/01/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin Media is one of the most difficult companies to contact I've ever had the displeasure of being a customer for. At the beginning of October (2013) I'd sorted out the Way Leave form which sought permission from my Letting Agency to install their services. This was sorted and an installation date was set. It is now January (2014) and I still do not have internet.
In this period, the maintenance officer came to install my internet but found an issue with the wiring on the street outside my flat. Thus the Construction Team at Virgin Media were sought to do some simple work.
I understand it is common for broadband to be the most difficult of utilities to setup but it seemed to me that Virgin Media are an absolute shambles. The only communication I've received from them is the occasional letter to confirm continual delays to the installation. When deadlines have passed, it has been me who has had to call them in order to follow up whether the work has been done (costing me over the odds to wait on average 10 minutes to talk to someone at Virgin Media's call centre).
It will be interesting to see just how long this seriously poor customer service continues, as I've now decided not to call them anymore (it was getting too expensive).
What are you playing at Virgin Media?
Reviewer
Simon
Location
Bedfordshire
Date
04/01/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
For the last 7 months the connection has been shocking. I have tolerated it for as long as I can.
The connection disconnects around 10 times a day, completely disrupting what I am doing constantly. I would strongly advice people avoid this service if possible. The connect speed is good, when it works!
Reviewer
Jay
Location
Surrey
Date
03/01/2014
Comments:
What to say, been with them less than a month and they are rubbish. High latency and even the TV lags. Failed to import home telephone number too. Complete rubbish, avoid like the plague...
Reviewer
Martin T
Location
St Albans
Date
01/01/2014
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Somewhat astonished that every broadband supplier listed on this site attracts more negative comment than either balanced or positive comment!
I've been with Virgin Media for many years. I buy all three services (broadband, television and telephone) via cable/fibre from Virgin Media. Virgin Media inherited my account from NTLworld.
Overall, the broadband package serves its purpose reasonably well. Up to now, I am a relatively light user of broadband - emails, surfing, the occasional streaming of DJ-less radio on Sunday - but am starting to think about replacing the television with on-line equivalents.
Occasionally, I work from home. In the UK morning, I can establish a VPN connection with my UK office, and the network connection is almost as fast as being physically present on the UK office network. The UK office broadband connection is also provided by Virgin Media (corporate connections). Between about 1pm to 5pm UK time, although the speed of the VPN connection slows, but non-VPN traffic continues to run at a useful speed.
However, over the years, between 5pm and 7pm UK time, the broadband connection sometimes fails for up to 10 minutes at a time. Sometimes, the modem remains connected, but reports no IP addresses. At other times, the modem reports no connection at all.
I have complained to Virgin Media about this issue before. The usual response is to swap the cable modem and check the connection strength. This shows some willingness to show the customer that Virgin will seek to fix complaints, but swapping modems doesn't solve any server-side DNS/DHCP issues, neither will it overcome any traffic management policy (if any exists).
Virgin does not offer an instant service level agreement. If you have a problem, Virgin will do through some basic checks before arranging home visits. Home visits frequently need to be booked one week in advance (in my experience), and you'll need to trash a day of paid-leave, or a weekend, or throw a sickie, for an engineer to arrive between 8am to 6pm, then do 15 minutes of work (typically swap the modem and test it). In all cases, engineers visiting home have left only when the service has been restored.
I have more issues with the television service than the broadband service. My main issue with the television service is that Virgin, like everybody else, resells only bundles of channels. Nearly all the channels you can buy are funded by advertising. If the advertising can fund the channel, then why I do need to pay to receive this said channel of advertising? What exactly am I buying here?! The advertisers should be paying me!!! To be honest, it's an issue for the Competition Commission. However, with improved broadband speeds and the reliability of cable broadband, it might be possible to stream on-demand items from the BBC and do away with the television service altogether.
Something to talk about in 2014!
Reviewer
ana santos
Location
crouch end
Date
13/12/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
been talking to them for a month to have our land line sorted and still nothing just my mobile phone bill still going up!
Reviewer
Craig
Location
Nottingham
Date
12/12/2013
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Just relocated from Essex where we also had Virgin, which ran fine- broadband being connected by ethernet on that occasion. Was a bit reluctant to go down the wireless route as had heard some real horror stories. but had to by necessity. My main problem was having a 2008 Mac Pro tower with no Airport card installed which I wanted in the attic (every man should have an attic). Didn't want to cable all the way from there to the lounge so (after much research and forum help) got a set of home plugs. To cut a long story short, Virgin man turned up at 1.25 and had finished setting up Tivo, broadband and phone by 2.20 (and was also a jolly nice chap). Homeplugs work brilliantly - getting a steady 50meg speed from my 60meg package. Did a download test - 2.17 gig file downloaded in less than 10 minutes. In summary…very happy customer!
Reviewer
Mat
Location
London
Date
11/12/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been with Virgin Media for close to two years. I missed my chance to cancel the contract after the first year following the fake promises done by their customer service and so called managers. On bad days I get speeds of 0.01 with broadband constantly dropping. I live close to the biggest financial center in London and yet they cannot have a decent service and have never bothered to fix it in any way.
Bottom line is, following my experience with Virgin Media I will make sure to stay away from anything with the Virgin brand. The lack of care for the customer and the disservice make it one of the worst broadband experiences I have ever come across.
Stay away from it!
Reviewer
alex broom
Location
swansea
Date
11/12/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Virgin media are an a joke, I signed up for another 12 month contract because they promised me that my bill would be no more than £70 a month but my bills are always at least £15 more than this. Im always phoning them up complaining about how high my bill is and thats all I get is "why dont I downgrade". Why should I downgrade when they promised me that it would be £70 a month and decide to charge me more. I cant wait till my contract has ended they can shove it where the sun dont shine as far as im concerned
Reviewer
Brendan
Location
London
Date
03/12/2013
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
When broadband works, it is OK. But the reliability is truly appalling. For the last 4 months, it has been going down several times per week, often for many hours at a time, resulting in the need to use my cellphone as a hotspot for work connectivity, with predictable results in speed and phone charges. (I am writing this on an iPad connected through my phone because broadband is offline). On many occasions m wife has lost work that she was processing online when the service disconnected.
This broadband service is as if we lived in the Outer Hebrides, not Inner London!
The contract is up for renewal in January. It will not be renewed!
Reviewer
Comander
Location
West Yorks
Date
28/11/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Virgin are known for their diabolical customer service, a reputation well deserved.
Their claims are massive, their product fails to deliver.
You could always complain but, have you heard about their customer service?
Reviewer
Lydia
Location
Hutchingson
Date
01/11/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would not recommend to anybody. Seriously. Unreliable, patchy....what else do you need?
Reviewer
Galman
Location
North london
Date
22/10/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband service I ever had, being with sky broadband for over 3 years never had a problem coz way virgin advertise faster, best, reliable etc ( which is false information for customers) without knowing I switched into virgin & biggest mistake ever, start my contract for £27 per month & after few months then increase it to £30 & not getting any service at all.....never recommend to anyone & worse broadband service
Reviewer
Roya
Location
Richmond
Date
14/10/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service useless after hours and hours waiting for them to answer your phone . Awful broadband speed , at least once a week for a couple of hours disconnect , landline disconnect at least 3 times during 11 months and this time they told me they can't ask their manager to talk to me because it is the last month of my contract !!It what it means ??!
Reviewer
D
Location
Bristol
Date
17/09/2013
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
We ended up going with Virgin by default. You see, our house didn't have a BT line and again and again we battled to get law-unto-themselves Openreach to install one. We were happy customers of BT infinity in our previous home, even though speeds were never even half of the '76mb' claimed - at least it was faster than ASDL2 and very solid, never going down once.
We were nervous of Virgin as over the years friends have had various issues with them. But BT just couldn't deliver so out of desperation we went with them.
It's only been installed a short while so can't comment on longer term reliability the speeds are blazing, with over 100MB frequently achieved, so for us a huge upgrade on BT Infinity. And unlike BT Openreach, actually turned up and installed their line.
Reviewer
Ad R
Location
Liverpool
Date
08/09/2013
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Virgin broadband is absolutely abysmal I have numerous complaints. Firstly the speed is terrible I know it can differ at times of day but I have never exceeded 1 mb/s which for 30 mb/s stated is terrible. The super hub is garbage often loosing connection. The service is unreliable and is frequently down especially during bad weather. And lastly the customer service from the call centres based abroad is terrible there knowledge only reaches to 'turn the power off wait 2 minutes and turn it back on' and 'I will book an engineer' and due to the large volume of connection errors these engineers take up to 2 weeks to come. If I weren't tied up in a 12 month contract I would ditch Virgin tomorrow and wouldn't recommend them to anybody absolutely terrible service.
Reviewer
Walter
Location
Guildford
Date
07/09/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My 60 Mb cable deal has a maximum speed of 8Mb, the superModem does not reach 10m (admittedly from the groundfloor to the first floor), the connection to the internet breaks up all the time (I had over a dozen cut-outs since the afternoon). Each time I call technical services, the response is "reboot the router", followed by "I fixed the server now". I then get a derisory 3quid off my next bill. They don't solve the problem.
I had an "engineer" out twice, who told me that it must be a problem with (whatever), and if I want to get another "engineer" out, I have to pay them 100 quid.
I was promised fast and reliable broadband, and for the benefit of 45 quid a month, I get neither.
As soon as my street gets cable from a different provide, we're off. Pathetic customer service.
Reviewer
Oliver
Location
Bolton
Date
05/09/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I am totally dissatisfied with Virgin Media. The fair usage policy is utterly ridiculous. I get back from work, turn the computer on, and receive between 0.01kb/sec and 0.1kb/sec immediately. How is it reasonable that I am traffic managed when I have not been in the house to use the internet?
Virgin are the only fibre optic provider in my area, I will be downgrading to a 2mb connection that is stable.
May I also add that the customer service spent weeks goose chasing me around, and culminated in me being unable to cancel my account until the next day because the customer services department was closed (at 7:30pm!)
I wanted to file an OFCOM complaint, but the procedure was too complicated.
In summary, do NOT get Virgin broadband. You do NOT receive what you pay for.
Reviewer
David P
Location
Edinburgh
Date
28/08/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Rip-off merchants. Daughter signed an 18 month contract in July with all prices on contract sheet for this period. Email last week to say price increasing by £2,50 pcm. What is the point of signing up for a contract if it can be changed by provider at will. Abuse of a monopoly??
Reviewer
Siobhan
Location
Date
31/07/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Are you tired of decent customer services? Want to spend hours on hold before being cut off randomly? Then you've come to the right place. If you love being ripped off and the thrill of waiting for that call that never comes, then you'll love Virgin Media. At Virgin Media, we believe that once we have your money, you don't matter. Need your fix of daily frustration? Our staff go out of their way to be rude and insincere, just ask our team about our latest offers.
That wireless superhub that we gave you? You'll have to give that back - but we won't collect it.... we'll just keep on turning up at the wrong address until you give up. Want to post it back? We'll keep on sending a collections guy.... still to that wrong address. Is it shoddy service your after? You've come to the right place!
*Written while on hold for over 30 mins*
Reviewer
AM2
Location
Derby2
Date
22/07/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
During this past weekend Virgin broadband was down for 51 hours, it eventually came up for the area this morning at 12.00, it effected several dozen streets, The customer service from India was appalling, will be moving broadband supplier with the next month, I have been with Virgin (NTLWorld) since 1998, but I am not being treated like I was again by the virgin customer contact team who could not be honest with me.
Reviewer
Esther
Location
Cardiff
Date
22/07/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
In my experience, virgin media do not provide the speedy broadband that they promise to. They also set up our services wrong so that the installation meant not everyone in our small house had internet at the same time. Finally, they billed us for a month when we were not even living in the house, despite us giving notice before the billing date.
Reviewer
Ben
Location
Hampshire
Date
17/07/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So after being charged 4x the BT rate for ~1mb connection i've been trying to leave Virgin for the last month. After calling to leave and get my MAC code - I came home to find the Broadband disconnected immediately. After 3 hours on the phone virgin tell me nothing they can do as BT have taken over the line, refusal to reconnect the broadband and have now us without broadband for 4 weeks. They also refuse to release the phone line so we can start the new service.
I could write a small book on all the calls, escalations, contradictions, mis-guidance that we've been through over the last 2 weeks trying to resolve this...... its been stressful, unprofessional and and caused significant personal impact as we both work at home and rely on being connected. Due to the nature of our work we have a police monitored system which is now down - so they have also put a worker at risk for a month which could have horrific consequences.
So far we have spent in excess of 5 hours on the phone escalating..... been lied to repeatedly about disconnection dates, status of the phone line, "Software issues", its BTs fault (untrue), its standard practice (again not true)... I could go on...
I have never in my life experienced such bad customer service, been lied and misguided so much by any company. I've cancelled everything to do with Virgin and will never use them again for anything, Working in a large company who use a lot of data and telco connections... wont touch them with a bargepole for those either!
Virgin used to be a brand I admired........ after this experience I will never used them again for anything and am constructing a long letter of the events of the last month to send to the industry regulators, watchdogs and online forums.
Reviewer
gjsabennett
Location
cardiff
Date
13/07/2013
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Beware of virginmedia deals. Keep a copy of everything as they do not honour the credit off your first bill unless you get it in writing. Funnily enough they don`t mention it in contract. Make sure you get it in writing. Also very disappointed with broadband keep having router problems.
Reviewer
Asif
Location
London
Date
09/07/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Virgin has been consistency disappointing througout . The UK based customer services representives are really rude and have no desire to assist you with your problem (in fact one started arguing with me over the phone). Additionally, always having one problem or another. For the past two months it has been the broadband speed, but now I have lost my movie channels. Virgin used to be a associated with quality, but now they take their customer base for granted!! Poor service all round!!!
Reviewer
AM
Location
Charlton Park Lane
Date
24/06/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I have been Virgin Media for several years.
Currently they asked me to pay £ 2650 (yes it's twothousandandsixhundred pounds and more) for allow me to have the cable when the road where I leave it's all covered with Virgin Media cable except my building.
It's three years they promised that they will improve the network, it never happened instead the asked me the above mentioned figure.
My neighboor leaves about 1 yard away from me and he has got cable.
Virgin Media customer service and complaint department I believe have changed on the last three years.
Virgin Media said they have change some major admn structure three years ago which might have effected their services.
Reviewer
BARRY TAYLOR
Location
SOUTHAMPTON
Date
12/06/2013
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Very few problems and the call centre if I need it are always helpful. I can't see why I'd change and risk another provider like the over-priced BT.
Reviewer
virginwar
Location
Date
05/06/2013
Comments:
Virgin media are absolutely terrible for gaming, high ping, high jitter and when trying to get hold of support you get put through to someone in Malaysia or India that goes through their "script" each time you call, effectively getting you nowhere and wasting your money on the call.
On my second support call (which took an hour of ping and trace route testing) I was told there was a problem and it would get escalated to "the second tier" and would be called the following day to get the problem sorted.
No call the following day and when I called them in the evening they started back at square one, trying to log into my router and change the MTU and not even acknowledging what had happened the previous day even though they had all the details sent to them in an email.
On the third call I got through to the "technical manager" who simply went did the same thing that the very first person I called did, logged into my router and changed the MTU and upgraded the router firmware.
Stay far away from Virgin if you want decent internet for gaming and any form of support, I have done a ton of research online on all the major UK ISPs and virgin wins by far in the complaints department.
Reviewer
Vinny
Location
Coventry CV3
Date
18/05/2013
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I am totally satisfied with VM's service. I get 104Mb/9.7Mb 24/4. My ping is generally below 10ms with jitter no more than 1. The icing on the cake is 120Mb/12Mb by the end of May.
I have never been traffic managed and have had only one fault since 2007. When I have contacted customer services they have always got the job done, even off-shore call centres. The TV service is excellent. I have a VIP package with 1Tb TIVO and an HD box. They do what it says on the box.
Recently I have been part of the new superhub2 trial. This is an excellent modem router that certainly improves on SH1. It completely out performs the BT Infinity hub by all accounts. I can pick up the WiFi 50 meters down my garden and strongly anywhere in my house. Even my android phone gets a download speed of 25Mb. Thanks VM.
Reviewer
Kgng100
Location
Finsbury park, London
Date
12/05/2013
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The whole experience I have had with virgin has been shocking since I have joined, I have been on the phone far too many times with faults then I should have for a premium service. Wasting time at homefor an engineer to fix the issue. The Internet is not as fast as I hoped it would be and the phone never seems to connect when relatives call. The v+ service has been hit and miss when recording shows and the Internet is intermittent. I was told I would get a certain price for my contract only for this to be pushed up by a price hike later in the year. Then get an email a few months after the increase in charges saying that we as customers we are getting more for no more! The services are also shocking ,the BBC iplayer is incredibly slow, so slow I don't use it. The virgin tv anywhere app for iPad doesn't work!
Honestly, I do not know why I renewed my contract last year. They told me I would get the package for £25 per month for the same service on,y to find out that this did not include v+ and then followed by a 12% price increase only 6 months down the line!
Reviewer
Brian May
Location
Doncaster
Date
18/03/2013
Ratings
Satisfaction
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I've had the 60 Mb service for just over a week. The system now seems unstable and is forever dropping. When it is connected, it's very fast, but it's so unreliable. My previous up to 30 Mb was not overly fast but it WAS reliable. I don't know how their service is, I'm about to find out.
Reviewer
John Copsey
Location
Suffolk
Date
27/01/2013
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
ATTITUDE ATTITUDE ATTITUDE
Had a full Virgin package for two years,Speed hmm but our main beef was the telephone number we had been issued.Virgin obviously recycle these as we started getting mysterious cold calls for a Mr Francis plus silent calls recorded calls & the rest.Virgin said they would change it but that there would be a charge and said that recycling numbers was the norm in the industry.Bullocks said I and threatened OFCOM TPA The Communications Act in the style of Samuel L Jackson
in Pulp Fiction which worked.Then we tried to leave which cost us £100 which we got back (less the interest they had made on it of course).Now we have the same speed for less and a phone that doesnt ring looking for Mr Jeffries.WHenever I have flown banked or tried to discuss a problem with Virgin all I got was attitude - Is this the first thing they are taught when they are recruited be a stroppy little cow and the customer is always wrong???
Reviewer
Gordon
Location
Pyrford, Woking
Date
23/01/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Having decided to move everything i have to 1 provider prompted by my monthly marketing flyer from Virgin. I had been struggling with BT and firming up the roll out of infinity. I spent a fruitful hour on the phone with and adviser and signed up for a complete broadband , TV and telephone (canning both BT & Sky). We agreed a pre visit by engineer a week go and install planned for today. When the engineer was on site i raised the point that the install needed to be done by 31/01 which was my end date on other providers. I was told this was plenty of slack . The engineer confirmed that the house had been virgin enabled previously but cable needed upgrading between road and house. He said this might impact install . He said he would call me same day if an issue (he didn't) . Yesterday at 10am i received a text confirming instal for today. At midday i received a telephone call saying that instal not possible today and only after asking was an alternative date of 7th feb provided. I said this was just not workable and cancelled. 3 subsequent calls and it was clear that Virgin didnt really want the business @ over £1000 pa. I have now reverted to BT and getting infinity. I cannot believe how poor the communication from Virgin has been. often after a problem of this nature great problem solving creates a better relationship with customer . In this case a corporate shrug of the shoulders was all i got!
Reviewer
adeymars
Location
yorkshire
Date
12/01/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Left the company exercising the right to leave during contract due to price February 2013 rises.
Customer service is the worst I have ever en counted from any service provider ever.36000 and rising customers cannot be wrong.
Reviewer
wintersports
Location
Newcastle
Date
09/12/2012
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking. Staff incompetent or dishonest. Superhub does not allow download of software updates - multiple platforms.
Lose service on average for a day a week. I have to have a dongle plugged into PC and freeview box by TV to ensure I have some service.
The WORST company I deal with by far
Reviewer
Peter
Location
Axminster
Date
04/12/2012
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I've been with Virgin Media for years. Unfortunately, I live in rural Devon. Broadband speed APPALLING particularly at weekends and evenings. For the past 3 days (December 2, 3, 4 2012) it's been about 0.5MB YES!!! 0.5MB!!!
Reviewer
John
Location
Staffordshire
Date
26/11/2012
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
By far the worst broadband service I have ever used... when its works that is. It's nothing but constant lag (gaming), constant buffering, Hub is ALWAYS dropping out and is off for up to periods of an hour long. The worst part is I have been repeatedly lied to by the customer service staff. This is by far the worst choice of broadband provider I have ever made and I wouldn't recommend this joke of a company to anyone!
Reviewer
martin d
Location
macclesfield
Date
25/11/2012
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Ok sometimes its slow but overall Im pleased with my broadband speed. Im signed into the old 10mb service and usually got 9mb. Recently Doubled to 20mb...never got that ofcourse but usually get 12mb - 17mb depending on time of day etc. Re customer service...well we all know Virgin is a nightmare but thankfully only ever had to contact them re tv service...which is rubbish compared to sky so dropped Virgin tv. I feel for those who are tied into 18 month contacts however and are not getting what they payed for. Refusing to pay means they will put you in arrears and that will stuff your credit rating.....I believe they are ruthless when it comes to this.
Reviewer
geraldine
Location
Cambridgeshire
Date
23/10/2012
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Have not had any broadband for a week now. They said it was being repaired and would be ready the next day. Spent 12 minutes getting through to offshore, only to be cut off. They say they want our calls to be fast and efficient but they are neither.
The setting up sysyem was supposed to take 1 telephone call. I had to use 7 and threaten to can cel my account and finally got a native English to help me.
If my system is not working tomorrow, I shall cancel my account. There must be some consumer rights and service provider responsibility.
Reviewer
Ted Thomas
Location
London
Date
03/10/2012
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The Virgin Media 100 meg service is simply just rubbish. I upgraded from a 50 meg service that was rock solid to a really bad 100 meg service that rarely goes beyond 50 meg. The technical support personnel can hardly speak or understand english and we are simply getting ripped-off. I will shortly be moving away from Virgin Media to BT infinity and suggest that everyone on this rip-off service do the same. I wonder if Richard Branson knows what's going on and how much damage this service is doing to his brand. Where's the zero star selection?
Reviewer
Unhappy Virgin
Location
Aylesbury
Date
01/10/2012
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hi There,
I had Virgin super-fast broadband installed last September. The ensuing months were a litanty of stress for me:
*Intermittant service, I twice received refunds for lousy connections and intermiitant service
*No fixed IP- my own website could not be accessed via the Virgin service
*Virgin support told me that my inability to view my own site was because of bad html coding!
*Sometimes days without any connection- apprently a problem at the exchange.
*Customer service no help- tried to blame me
*Upon cancelling the account I never received a final bill. The first I heard of this was from a debt collection agency (BPO) threatening legal action.
*Since terminating my virgin account I receive weekly junk mail from them boasting about their wonderful service- a waste of paper since I now know better.
Since I changed provider- the new service is fast, reliable and I've had no trouble. Interestly when a virgin employee came to collect their router he told me that many had similar expereinces and they he himself changed to BT!
All in all a lousy service- I've lost all respect for Stephen Fry for appearing on their adverts- obviously money will make him say anything. My advice to potential customers- stay away from Virgin! The worst cusomter experience I had ever had.
Sincerely
Reviewer
John Styles
Location
Wirral
Date
23/06/2012
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Very slow speeds. Terrible customer service. Standard responses to emails. Zero customer care and wish to serve - despite their staff's 'stock responses'.
Reviewer
steve b
Location
gloucester
Date
01/05/2012
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I pay for 'up to 60mb broadband, it has never dropped
(on test) below 59.74mb and as high as 63.2! 5 stars for this service.
Reviewer
Grahame Wildon
Location
Blackpool
Date
19/04/2012
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Having recently switched to the 60mb Broadband deal, I am more than disappointed that I not not been able to achieve anywhere near this speed. I have completed several test over the past few days at different times of day with wildly varying results, however non of these come anywhere near the 60mb max. offered by my supplier.
Reviewer
m sykes
Location
scarborough
Date
22/03/2012
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I have been seperated from my hb for 20 months we are going through an awful divorce and going to court for 3rd time soon. Unfortunately the broadband and phone is in his name but i am paying the direct debit through my bank acct. I want to change the name or cancel and open an acct in my name as he can see my phone bills etc. They totally refused to help me at all saying he has to cancel acct. Even when I explained the courts and solicitors have told us not to contact each other they would not help. My only choice is to stop dd and then debt collector will go after him but they only have my address so would turn up at my door. Just what I don't need more anguish before a court case.I asked them to send a letter to confirm he wanted the acct closing but they refused. I have had no choice but to contact hb but this has led to a massive row just what I was trying to avoid. 6 months of calmness destroyed just before the court date. I am so angry they have put me in this position there was no empathy or help given at all. All the agent suggested was I could send a solicitors letter to hb lol. Already spent £7000 on solicitors over the divorce so far so just laughed at the suggestion.
Reviewer
Harvey
Location
Wlatham cross
Date
19/03/2012
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am supposed to have 10 meg broadband. Every time I try to download a film from iTunes - the line is throttled. Right now Monday lunch time my broadband speed is 1.25 meg. However, this problem only happens with films from iTunes. Is it that Virgin don't like competition?
Reviewer
hassan
Location
sheffield
Date
10/03/2012
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
when they say virgin media is best provider then they are lying to you. first few months you will be smiling while serfing the web or playing games online. after 2 or 3 months later you wil forget when you last smiled. when you call them and complain , speed go back to normal as promised, after few min later it goes back to crap again.
if you thinking to join , go and ask people in your street first about virginmedia, ask only those who play online games they wil tel you better.
lost conection, crapy speed, reset conection every min, speed jumps to high low every single min, only 1 or 2 hour of good speed in early morning.
Reviewer
Luke Past
Location
Brentry
Date
14/01/2012
Ratings
Satisfaction
4.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Had the past 2 days for the first time in 5 years of slow broadband speeds at only about 2.4Mb instead of my usual 9.8Mb It seems to have sorted out now will know tomorrow when it's daytime again and do another test :-)
Reviewer
Paully
Location
Perth, Scotland
Date
28/11/2011
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
This is really a very poor service wouldn't buy it again, phoned to complain eventually goet through to someone and she promised quicker braodband service if we renewed our contract. Load of TOSH should have known!! Now have to keep it for another year.
Reviewer
iain strachan
Location
slough
Date
12/11/2011
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
was working fine to begin with then the problems started with my speed dropping dramatically phoned them and talked with there tech support and was told there was packet loss and they are going to be fixing the issue by the 15th of nov and helped me get £20 of my next bill but it has now just got worse and worse phoned them again and again and there customer service is now telling me different things than there tech guy so if not fixed then will be going to a different provider as the speedy gonzalez is not true!!
Reviewer
Tim
Location
Date
29/10/2011
Comments:
Crap Service, Speed and reliability.
Total lack of Technical support.
Reviewer
TONY T
Location
MANCHESTER,CHORLTON M21 7RW
Date
16/08/2011
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I had been with NTL/VIRGIN for going on 12 years,but left last month as the cost was to much and there overseas helpline is the worst you could have.
I signed up with Plus-Net and got the first 6 months free and there customer service helpline is the best you will ever see and it's based in the good old UK.
Reviewer
fatriff
Location
preston
Date
27/07/2011
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Overall a great experience, I got burned by them a few years back and sweared never again but i'm now back as I want higher speeds and that's what I got, i've even had 100.02Mbpps on a few of the tests!
Some people here keep writting that they can't download a file at 10meg or 20meg and that it's nowhere near.. You don't understand how it works! it's not megabytes per second, it's megabits per second.. Take for example a 10meg connection.. The most you will be able to download at is around 1.2Mbps. Don't confuse your megabytes with your megabits people!
Reviewer
Andrey
Location
Peterborough
Date
23/07/2011
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I has changed from 10mb to 30mb package, but speed is maximum 1kb to 4 mb. Very Poooooooooor!!!Very dissapointed ----- :( in my phone gprs is faster than Virgin broadband....
Reviewer
Vinny
Location
Coventry
Date
24/06/2011
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
My experience has been second to none. I get my full 50Mb any time of day and night and have never had an outage in 24 months on this package. My upload is always 4.7Mb+. My connection has no packet loss and 0 jitter most of the time.
Customer service, even off-shore has generally been good for me.
Isn't it a pity that the speedtest at broadband.co.uk doesn't support Virgin speeds of 50Mb and 100Mb. Their customer service say the speed test doesn't support cable platforms. That makes this site biased in favour of ADSL and copper.
Reviewer
Darley
Location
Devon
Date
22/06/2011
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT be tempted to switch to Virgin - or if you already have, tough luck. This is the WORST ISP I've ever used, the WORST customer service on the planet, and the most UNRELIABLE internet service possible - constant breaks in service, slow speeds, and their customer zone webs iste has been unavailable for approx. 99% of the time I've been with them. VIRGIN MEDIA IS A JOKE.
Reviewer
Alex
Location
Northampton
Date
16/06/2011
Ratings
Satisfaction
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Moving into a house at uni last september I decided to look for a deal I could afford, and came across this Virgin Media student deal at £20 per month for 9 months which I thought was perfect as I didn't really want a 12 month contract, plus shared between my housemates I'd only end up paying £45 for the whole 9 months. On top of this, the installation and router were free, so brilliant, saving myself around £80 (I even have a printout that states installation and router were free).
So after a couple of months I receive an e-mail saying that I need to pay £100, and when I look into it they are asking me to pay for the installation and router.
I say to them that the reason I went with you on this offer was because it was so reasonable being £20 p/m and free installation etc, but when they looked into it they had "no history of this deal".
They have still not given me back this money and are denying that this was ever in the offer, even though I have evidence that that was what I was paying for! >:(
Reviewer
Londoner
Location
Midlands
Date
13/06/2011
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Got a 9 month contract, because I only wanted internet for 9 months.
With 3 weeks left on contract, I phoned Virgin up, just as a courtesy to make sure there were no loose ends.
Bam, despite me having a 9 MONTH contract, they automatically just assume that you want to carry on with them after the contract expires, and will make you pay for it.
They unilaterally roll over your contract without asking, unbelievable.
Thank god I phoned them, otherwise they would have been nicking my money for more than one extra month. Crooks at Virgin nicked my £20, they'll nick yours too!
Reviewer
Adrian
Location
chelmsford
Date
08/06/2011
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
often very slow and unreliable sorted after lenthy phone calls dispite claims no fault found but only last a few days when signed up promised no limit on downloads yet throttled back regularly due to fair use policy (so the 100mb users can have more speed) be warned
Reviewer
Darius
Location
30 Dean House
Date
27/05/2011
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
50 Mbps speed I'm promised but it is 20 Mbps usually
Reviewer
Trinidad
Location
London
Date
04/05/2011
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The broadband speed is ok and it works fine. But the customer service is awful. If you have any problem with the service they are going to take weeks to solve it. The people of the call centre they cannot help you because they do not understand anything about the service. In conclusion, do not contract virgin if you want to be well treat.
Reviewer
adele
Location
south yorkshire
Date
03/05/2011
Comments:
signed up with virgin media 25/03/11 paid them £49.95 for v+HDbox,7 weeks later still no installation. they gave me a installation day of 09.04.11 and then cancelled very late the night before, saying that i needed a drop down cable to my property, and to do this they needed to lift a service pit in the road, and would have to get permission from the local council to do this!ever since then, when ive contacted their customer service desk to enquire about this, they have just passed me about from pillar to post, kept me on hold for ages, and in two situtions just cut me off, after i'd spent ages getting through to them in the first place! VERY rude i thought!im now at the point where they are going to have to sort this out very quick and offer me some sort of compensation to keep my custom! :(
Reviewer
B HOLDEN
Location
ROCHDALE
Date
21/04/2011
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I WAS ON TISCALI VAST IMPROVEMENT WITH VIRGIN MEDIA
Reviewer
Neil
Location
Coventry
Date
14/04/2011
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Switched from 10Mb to 50Mb.
Service is never even near 50. Pingtest.net results D or F line quality. Customer services unable to give correct fix date.
Reviewer
joe
Location
higgs
Date
13/04/2011
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
slow internet speed
Reviewer
gorhunt
Location
east kilbride
Date
10/04/2011
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
After doing the speed test, was disappointed that the speed was almost half compared to what I am paying for but I now realise that I have a discount on my bill which probably takes care of the slow speed but all this time I thought it was a promotional discount. How wrong can one be.......
Reviewer
Ollie
Location
London
Date
15/03/2011
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Virgin Media are the worst ISP I have been with, the cable line is unreliable, unstable speed and if you watch iplayer etc expect them to cut your line speed by 75%, this is how they get to sell their "unlimited" broadband, by fooling you, read ALL the small print. They say they hardly limit your speed but I found out first hand that it is not true, even people i know that are not heavy users get their speed cut. Also they like to add bits of money to your bill, so look at your bill carefully if you go with them.
Reviewer
James
Location
Edenbridge
Date
23/02/2011
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible Broadband package...slow, expensive and always a problem !
Not happy and thinking of going elsewhere
Reviewer
Linda Hadley
Location
Cardiff
Date
23/02/2011
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I have had constant problems with my broadband connection and also my tv digital "on demand" service. One or the other services will crash at least once a day. Customer service just blame my poor broadband on my computer (the memory is quite low at only 256mb)ignoring the fact that their digital is also poor.
Reviewer
N Sarkar
Location
South Yokshire
Date
22/02/2011
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Virgin Media are so reliable and have free customer service to call direct from your house phone. Always sort out your queries when you call. Very professional and polite.
Reviewer
Ron Mayes
Location
sp48eq
Date
21/02/2011
Comments:
was very dissappointed to be told that when we could not receive calls we where told that was not important enough to get a priority call from an engineer
Reviewer
Anthony
Location
Cambridge
Date
11/02/2011
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
I have been with Virgin Media for some years. I have found the internet reliable enough, however the engineers can be a little hit and miss when you have a problem. Recently I had a complete phone outage the dug up the whole line to my house only to discover it was a faulty connection in the cabinet. Internet connection is as advertised, Virgin Phone is expensive if you have the M package (at least a 10p connection charge) but I use Vonage so no problems there. TV is also ok but the box is buggy around midnight (I assume they are doing upgrades.) While this may sound like a poor Review my grandmother has Talk Talk, my parents Sky and my Aunt BT and it seems no matter what company they are all as bad as each other. So for me it is better to stick to the devil you know.
Reviewer
Pete
Location
London
Date
29/01/2011
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Do have a gripe with them. Just the bit concerning unlimited downloads like advertised. Fair use policy is the only answer from them. In My book unlimited means unlimited whatever the small print says. Anything else is, well just limited. A con i call it. Will strangle your download speed all day to if you go over the limit. What is their limit? As virgin will tell you...Black is White... White is Black... Black is White...White is Black
Reviewer
Liam
Location
Belfast
Date
17/01/2011
Ratings
Satisfaction
2.00 stars
Reliability
2.00 stars
Comments:
Customer service a nightmare. Rarely get faster than 3.5 mbs.
Reviewer
R.Herbert
Location
Wallsend
Date
05/01/2011
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
promised connection 3rd Nov 2010 not connected then promised 23 Nov 2010 not connected promised 5th December 2010 Company apologised promised compensation not received eventually connected 5th December 1 month late. First 10 days download speeds were lower than upload speeds.Download speeds are still below promised. Only .4km from exchange at this point so disgusted changed to BT promised connection date 23rd December still not connected do I go on.
Reviewer
Charles Smith
Location
Worcester
Date
18/12/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After Virgin gave me all their waffle about being the fastest broadband. decided to switch to them at that time was getting 1.5meg speed from Talktalk this was free broadband service. Now pay over £14 a month to virgin to get a speed of just .75 meg dont get coaugth out by Virgin who tie you into a contract and dot deliver the speeds they said they would.
Reviewer
Very old Customer
Location
Midlands [England]
Date
13/12/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very unimpressed of late c/s always was bad, got a bit better with Cable Midlands but then went terrible again with Telewest, they actually improved for a bit but then the dreaded Virgin! got involved, my god what a lash-up....just given up on them after nearly thirty years with cable & know loads of people who have done/are about to do same so a few more honest reviews please?
Reviewer
D BARKER
Location
STOCKPORT
Date
27/11/2010
Comments:
SPEED FLUCTUATES UP&DOWN ,VIRGIN ARE NOT CONSISTENT,WITH THERE SPEEDS,NOT HAPPY
Reviewer
Vince
Location
Coventry
Date
27/11/2010
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I am completely satisfied with VMs service especially now we have 5Mb upload just around the corner. Customer service has always been good. There have never been any outages and speeds are virtually always at or slightly above 50Mb.
Can't wait for 100Mb/10Mb
Reviewer
jaime blake
Location
palmers green
Date
14/11/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
my connection is appalling - how do i confront virgin media in the correct way?
Reviewer
john wood
Location
grantham
Date
10/11/2010
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Seeing your results, my speeds are poor.
Reviewer
Dale
Location
london
Date
07/11/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Got the 50mb broadband, its fantastic when it works, I moved from bethere broadband which gave me 15mb which never dropped even in peak times, I got a bit greedy and went for the 50mb with virgin, most unreliable broadband ever I sometimes sit with less than 10mb speeds very annoying when you paying a premium for it. Virgin is advertising 100mb broadband coming soon, why don't they get their current packages to work properly before they launch probably another false unreliable broadband speed.
Reviewer
m.jefferys
Location
devizes
Date
03/11/2010
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
could do better
Reviewer
mnc
Location
Brighton
Date
23/10/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Always having a very slow connection. When I repeatedly called customer service I was left waiting min 15mins and then my problem remained unsolved as time after time they claim that maintenance work is in progress and will clear up in a few days which it does not!
So right now I have to wait 5mins to check my e-mailo and I am unable to play any video clips (youtube or other) and have to reload websites repeatedly as page fails to load. very unsatisfied, not worth the money!
Reviewer
widdowson
Location
rickmansworth
Date
19/10/2010
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
just seems so slow at times,that is why I`m checking on-line at the speed`s,even that seem`s a bit difficult
Reviewer
Vince
Location
Coventry
Date
15/10/2010
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been completely satisfied with my package and supplier. I have consistently achieved the full 50Mb/1.5Mb down/up speed I am supposed to. There have never been any outages. The supplied wireless 'n' router has provided high broadband speeds throughout my home network. VM should consider a router with gigabit ethernet capabilities now. Also I am looking forward to their 10:1 download/upload ratio. About time too.
Customer services have always come up with answers to technical queries, although sometimes I have had to wait a long time for a response.
The TV service is really good, keeping up to date with new technology and with good deals with Sky.
NB I am currently on VMs 200Mb download trial in Coventry. Your speed tester cannot cope with that speed. Time for you to upgrade especially with 100Mb rolling out any time now.
Reviewer
woody
Location
stoke-on-trent
Date
09/10/2010
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Virgin offer a great service and the bundle package for £19.00 is great then they stick £11.99 line rental on it and that is what spoils it if someone is having phone tv and broadband the least you can do is knock the £11.99 line rental off i now have a tv which we only watch gold on a land line i dare not use except at weekends when calls are free and a broadband connection that is great the first company to offer all this or just broadband without line rental will corner the market on telephone landlines and internet users i am more than happy with my broadband but if it says broadband for £5.00 then it should be for £5.00 with no hidden costs if there is line rental to pay then this should be made clear so you cannot get broadband for £5.00 but for £16.99 and there should be no rise after 3 months if you want to get customers then be clear on prices and what you are selling it is price that has driven me away from virgin and by this date 09/10/2010 i have only been with virgin for 2 weeks if there is no change it will end.
Reviewer
Richard
Location
Swindon
Date
15/09/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I used their service with an XL broadband, recently got an email from Virgin Media Sales to the account holders email address stating I could upgrade to XXL Broadband for only an additional £8 per month, phoned the number listed and after numerous people they told me I would have to pay an extra £18 per month for the offer even though there is nothing in the t's & c's which support this additional tenner!
Customer Services has one person who helped, though the rest were just interested in transferring me to other departments stating they couldn't help but perhaps x could!
Currently in the complaints process, sending a copy to Ofcom as I believe this breaks with advertising regulations.
Wish everyone else the best of luck...
P.s. 20mb line regular testing achieves 18mb+
Reviewer
Steve Cartwright
Location
Kilbarchan
Date
14/09/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Even with an ADSL 10Mb package, a replacement modem and a replacement cable from the street, I'm still getting very poor to zero download results on my 3 PC's from Virgin Media.
My review of your speed test:
Biased as hell!
How much do the ISP's pay you to give them a high rating with your speed test?
I'm pinging a site while your speed test is running, it's some site www.virginmedia.com and all the time, even when your test is running the results are rubbish, around 110mS - 135mS with a hell of a lot of packages dropped.
Your test says that my download speed IS over 8Mbs.
Something doesn't add up?!
Reviewer
Ginny
Location
Rugby
Date
10/09/2010
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very reliable service providing good speed - maybe need to refresh the modem once in a while to maintain top speeds plus they provided a new modem last year which obtained the 20mb or at least 18-19mb. Can't fault them except their service is expensive and what I pay bears no relation to the low prices currently advertised. I am thinking of changing but I know I will miss the reliable & fast cable service so might just see if they can offer a better price deal. Their tv is good and I can't really fault them.
Reviewer
Elaine
Location
Manchester
Date
09/09/2010
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Shocked at how good the customer service was. Called them last night re problem with phone line. They offered engineer visit next day and £10 compensation without me even asking. Opted for visit next week to suit me. Just got home, card through the door to say they popped round anyway and have fixed it. 10/10 customer service. Cable services pretty good too.
Reviewer
Loribabes84
Location
Falkirk area
Date
06/09/2010
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Best provider i have been with. Problems although i have had few if there are any are dealt with promptly. Customer service is great always very polite. Broadband speed very fast normally and usually get speeds just under 20 mb which is what i pay for.
Reviewer
Peter
Location
Biggleswade, Beds
Date
04/09/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I pay for 10Mbps in a cable, generally I get less than 1Mbps. It's very rare that I see any kind of decent speed from Virgin Media. Terrible broadband, terrible customer service. I'm going to move to ADSL. Avoid this company.
Reviewer
Michael Puplett
Location
Kent
Date
31/07/2010
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Never had a problem with my Virgin package , great service , broadband is fast , The cable TV has never gone wrong , so I'd recommend Virgin to anyone
Reviewer
lorbern
Location
Liverpool 11
Date
14/07/2010
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
had lots of problems with bb speed, when u phone they run u thru the same old stuff like ur anit, and all the time it was a fault with them but no info on the fone (after selecting 1.1.2.2.3.4.) YOU ACTUALLY THINK YOU HAVE A VIRUS + START DELETING PROGRAMMES OR SOFTWARE/UPDATES for about 1-2 days until you think, hmm, phone again and the OPERATERS DON'T EVEN KNOW OF ANY PROBLEMS IN YOUR AREA.
Reviewer
Tom
Location
York
Date
12/07/2010
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I have the XL package which is up to 20mbs broadband I have never had a download speed of more than 12mbs & that was in the middle of the night when traffic was almost down to nil, well, that is still quite fast i hear you say, & more than i would get on any telephone line, anywhere in the country, but, I'm paying £37.00 a month for the privilege. Ok, I get a discount because i have the xl tv package as well but its still a lot of money especially as its not reliable, Ive just recently had an engineer out to rectify a fault which stopped my broadband from working for almost two weeks, there is at the moment a wait of one week before an engineer can come out to you, this tells me that either they are desperatly short of staff, or, they are having so many problems that their engineers are struggling to cope, either way I'm not impressed. Finally, the most irratating thing is having to try and understand the person you are speaking to on the phone, as more often as not it is someone in India that speaks with a strong dialect and so fast that it is hard to make out what they are saying.
P.S The TV service isn't much more reliable either.
Reviewer
miriam
Location
dartford
Date
17/06/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
my broadband was cancelled from india on the day it was to be installed 16 June now i am asked to wait till the 29 june, no satisfaction from one person all failed to help just telling me i have to be treated now as a new customer, very bad service, not one phone was returned as promised, it takes 2 people to instal one cable, i am now looking for an alternate provider who will connect me before the 29 june
Reviewer
kev
Location
middlesbrough
Date
17/06/2010
Comments:
my broadband download speed id LESS than....wait for it....I MGPS. i should be getting up to 10mgps but i've never been over that in nearly 3 years that i have been with virgin. and they have the audacity to increase my internet bill from £15 a month to £18.50 a month. i rang them yesterday and said to reduce it back to £15 or i will be going elsewhere. i won that one. my complaints have NOT been answered and i find virgin to be the worst broadband suppliers of all. all i ever get is someone from an indian call centre when i phone them to complain about my treatment. i joined them initially as i don't have a bank account and i can pay my bills by cash with virgin. but i've had a lot of trouble with them ignoring me time after time,and i know i am not alone in this. it can take me 5 hours to download a movie. my mate does his in an hour! (he lives a couple of miles away). take my advice, stay away from virgin broadband.
Reviewer
dave
Location
leicester
Date
08/06/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute rubbish.
I pay £20 amonth for this service. I came in from work at 11 pm to find my download speed was between 0.1 & 0.12 mbps.
Virgin throttle the speed in the hope you will upgrade to a more expensive package, It's about time they gave the service you pay for. I can see a court case coming.
Reviewer
JaneL
Location
Bristol
Date
07/06/2010
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have been with them for about 5 years now. Customer service has improved a lot and if I need to call they no longer use premium rate numbers and calls are answered very promptly. The main problem is the email service which seems to very problematic lately often being down hours on end and smetimes most of the day! I also have recently had a lot of problem acessing webmail when in the USA which I am hoping has been resolved now that its changed to Googlemail. My speed is usually quite good but never get the 10mb more like 7mb on average.
Reviewer
dave
Location
grimsby
Date
05/06/2010
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
your e mail service is a waste of time. since you changed it three times in two weeks no service. now they tell me it could be 48 hours before it,s back again. b.t is looking good if this hapens anymore ???
Reviewer
Chris
Location
Gravesend
Date
29/05/2010
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
To the person who says they are paying for calls,try dialing 150 I havent been charged yet.
I get 9/10mb, this is fast enough for my needs so Im satisfied.
Cable is generally faster than copper but costs more, you get what you pay for
Reviewer
Lee
Location
Brierley Hill
Date
29/05/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Crap Service Virgin vs BT
impossible to not lose credit when phoning them for Help.
Reviewer
NM
Location
Hayling Island
Date
27/05/2010
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I purchased 20Mb on fibre optic cable and only get 2.5 - 4.5Mb download speed.
They say it up to 20Mb speed. a 5th of the speed is not right.
About time this was delt with by the lawyers
Reviewer
Melinda Williams
Location
Guildford
Date
24/05/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Well where to start ...I thougt I would get a great deal on tv phone & bb for the past 10 months I had to call 5 times about their bb so then when I rang to find how near I was to end of contract I was told if I wanted to give 6 weeks notice I would have to pay early termination or ring back in 2 weeks to give a normal months notice to get out of that clause.Over the next 2 days they came back & quoted £27 for just tv when I originally enquired about just tv being quoted £67 then over the weekend they cut my phone off which I hadn't asked for then when rectifying this I was told it would be 2hours now the tv has stopped working. I don't think I will be ressuming as a tv only customer now !
Reviewer
Michael Tinbergen
Location
Leicester
Date
22/05/2010
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
overall pretty pleased with the service although sometimes customer service is a little poor and cant understand what they mean and i'm finding that in the evenings my broadband speed drops to as low as 1 Meg
Reviewer
JTG
Location
M21
Date
19/05/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Sporadic connection, in central Manchester !! The new e-mail is a nightmare
Reviewer
Bob
Location
Edinburgh
Date
30/04/2010
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Comments:
Unbelievably fast broadband on desktop and laptop (getting over 40mb on both. Kids love the Xbox360 and always host as they always have fastest connection. Good customer service as well.
Reviewer
Alexander Tovey
Location
London
Date
21/04/2010
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Virgin has one major flaw, no guaranteed upload speed. This means they cannot guarantee you can send emails, upload videos to Youtube, put pics on Facebook or anything else for that matter of fact. I get 0.08 meg upload speed, meaning it could take 3 hours to send a 1meg email. Not good enough.
Reviewer
Andrew
Location
London
Date
08/04/2010
Ratings
Customer Service
1.00 stars
Comments:
Went for the 50mb BB, Virgin contractors installed wrong modem. Eventually got through to Virgin and was told would be 3 weeks before engineer could come out and install correct modem, at which point I cancelled. Unbelievable.
Reviewer
Kim
Location
Washington
Date
07/04/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Started off fine (around three years ago) but has since deteriorated to a service with constant outages and, at times, snail pace connection speeds (0.5 meg on todays test). With a call centre in Bombay, it all adds up to one very unsatisfied customer - if it hadn't have been for the cable TV package (which IS good), would have changed months ago.
Reviewer
Joshua Hayward
Location
London
Date
06/04/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Installed 2 weeks ago, a fault on connection meant our internet couldn't be processed for a day after installation. This was followed by a 2 day fault in my area preventing all internet from working. We then got internet for 3 days before it failed again, a technician couldn't get out to us for 5 days and then on the date he was supposed to arrive he didn't show. Quite simply the absolute worst customer service I have ever experienced, offshore helpdesks that don't understand english coupled with onshore staff who lie just to get you off the phone. I have put two written complaints through as well verbal complaints without response. Over a 2 week period I have had to make 22 calls to their helpdesk, I've made a record of every call and this has been included on a complaint. I cancelled the service tonight as it was making me go grey!
My advice: DONT GET VIRGIN!
Reviewer
Michael
Location
North Nots
Date
05/04/2010
Comments:
It is about time Virgin
upgrade their land lines,until this is done I will only get a very slow BB
Reviewer
Paul
Location
Aylesbury
Date
03/04/2010
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Don't know why other customers complain about virgin costing so much to contact as they use a free phone service, i have no complaints get 48 - 49mb regularly on a hard wired connection & using wireless it drops due to it changing priorities on the wireless router as hard wired gets main use for ps3. I am very satisfied & problems ( 3 )i've had over the last 10 years have been dealt with promptly. No real complaints other than them insisting on installing the 50mb modem for an extra £35 when i could have done it myself.
Reviewer
Stanley Thompson
Location
North Shields
Date
03/04/2010
Comments:
Slowish Speed but good overhaul backup and Virgin keep asking if Im happy with the service but I think I could do better...
Reviewer
Firefly
Location
Shropshire
Date
02/04/2010
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Out of 10 meg I get between 7 and 12 depending upon which site I use to do the test and how heavily their websites are loaded. No complaints other than getting an engineer can take 2 -3 days
Reviewer
Nat Test
Location
Nottingham
Date
26/03/2010
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Test
Reviewer
Anonymous
Location
Hampshire
Date
31/01/2010
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I'm on 20meg service and have just tested it with three different speed tests. Lowest was this website at 14meg, other two were 18 meg and 19.5meg.
Reviewer
Eddie Dodoo
Location
Wembley
Date
26/01/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
3 years running with Virgin and my VPN RDP sessions time out due to extremely poor upload speeds. Lots of calls logged and no fixes from Virgin.
Reviewer
Mark Long
Location
Birmingham
Date
21/01/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
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....
Reviewer
Brian
Location
Stanier
Date
21/01/2010
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
SATISFIED
Reviewer
Neil
Location
Devon
Date
20/01/2010
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The Speed is not what I expected it to be and is mostly very slow for a company who has upgraded to give the better speeds they are definatly lagging behind and don't deliver what they promise yet another case of being ripped of by these huge corporations who are only interested in getting their money from our pockets into theirs. Not a very good company at all they are all sharks who promise the earth yet deliver a very poor service.
Reviewer
F Ward
Location
Bracknell
Date
19/01/2010
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The only problem is that their antivirus is not available on Win 7 - (Yet)- when it is then this is the only supplier to be with.
Reviewer
trevor hall
Location
saint helens
Date
17/01/2010
Ratings
Satisfaction
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
good
Reviewer
John Potter
Location
Camberley
Date
15/01/2010
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I find it hard to fault Virgin Media.
Reviewer
Keith Killigrew
Location
Redditch
Date
14/01/2010
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Quite happy with almost 9meg download speed as we are in a rural location. But upload speed is poor by comparison. Luckily we don't do much uploading.
Reviewer
carl
Location
exeter
Date
10/01/2010
Ratings
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
75 percent of the time im lucky to reach one meg when i pay for ten.they are so inconsistent with the speed i recieve.i ring up the customer service line which costs a bomb,get past talking to a machine finally about to talk to a real person and it cuts out every time like it does it on purpose so you ring up and spend more money.all the swear words in the english language is what i think of this rubbish company.if BT's line installation didnt cost so much id be gone long ago from this company.
Reviewer
freddy franchi
Location
bn41 2ly
Date
09/01/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
just switch to virgin media and still bad unfortunately...
Reviewer
Leslie
Location
Wade
Date
11/12/2009
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Satisfied with the service.
Reviewer
David Brown
Location
crawley
Date
07/12/2009
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
bahhhh. less than 1/4 advertised speed. unacceptable.
Reviewer
Fabio Lahr
Location
Cambridge
Date
07/12/2009
Ratings
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Speed is 1/4 of what it should be!
Reviewer
ALAN DONALDSON
Location
RUNCORN
Date
05/12/2009
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
what customer service?
Reviewer
Leigh
Location
Hatfield
Date
04/12/2009
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Virgin cable internet in the Hatfield area is terrible and should be avoided at ALL costs, the d/l speed is awful the majority of the time and the ping to london has been in excess of 8 seconds (once) and regularly exceeds 2 seconds. They have sent engineers to rectify the problem who appear to do nothing. In short, go with another supplier, even if it has to be good ol' reliable copper wired.
Reviewer
Lukasz
Location
Bristol
Date
02/12/2009
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
10meg connection. 50kbps after 5pm. Rubbish. I'm thinking of cancelling.
Reviewer
s
Location
b
Date
28/11/2009
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Reliability poor, Promised upto 20Mb, but still 10Mb. Cust paying more for L package and get same speed as M cust. Indian call centres are a joke. Poor english, lack understanding, read from scripts..... why do they pretend to be called 'David' or 'Simon' ... to make us believe they are in uk? Complete joke.
Reviewer
john doe
Location
stockport
Date
27/11/2009
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Comments:
Average is what I call Virgin Media Broadband. Customer service technical support not that great. whilst reporting a fault they said its been fixed just as my modem went off. they then change their mind and said its a modem fault. I know its not a modem fault (I am a network technician) most of the time the service is stable, a little slower than what I would like. Speed restictions are in place between 5pm and 11pm. when calling them they have automated selection which talks way too much. I would say to anyone thinking of joining them. most of the time its a fair service 80% of the time the other 20% I would say poor but not completey bad.
Reviewer
steven bolton
Location
blackburn lancashire
Date
26/11/2009
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
when speaking to a customer adviser you find you are speaking to somebody abroad they dont seem to understand English and after 20 minutes on the phone i gave up
Reviewer
Stephen
Location
Belfast
Date
24/11/2009
Ratings
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Brilliant speed and value for money WHEN ITS WORKING! Very unreliable.
Reviewer
warren bradley
Location
warwickshire
Date
23/11/2009
Ratings
Customer Service
3.00 stars
Speed
1.00 stars
Comments:
supposed to be 20meg download, have not reached that yet in 2 years, very poor ..
Reviewer
alan murray
Location
le2 3ga
Date
22/11/2009
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Reliability
3.00 stars
Comments:
slow broadband - I'm on 10mB, not a lot I know, but it shouldn't be this slow.
Reviewer
carl
Location
west drayton
Date
14/11/2009
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
not impressed by the speed
Reviewer
richard
Location
livingston
Date
13/11/2009
Ratings
Speed
3.00 stars
Comments:
it is all about sales with virgin , i have the top 50mb package at 45 pounds on it own and never have had anywher near this speed on avg over 26 weeks my speed was 11mb, virgin unhelpfull staff point out that 50mb is not what was promised at all, it is up to 50, not 50, most expensive but no where near the best, if the drinks industy sold beer in up to a pint but only supplied a pint once in a blue moon no one would buy beer, out and out dishonest
Reviewer
Tony Barnes
Location
Kingston,Surrey
Date
08/11/2009
Ratings
Satisfaction
3.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
The last couple of months the speed has been consistant but before that it dropped to below 1mb. Oly 1 of the Virgin 'Techs' did any thing but the minimum to help.
Reviewer
Al in Belfast
Location
Belfast East
Date
08/11/2009
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Paul
Location
Reading
Date
30/10/2009
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I get a max of 49.7Mb out of a 50Mb connection. Customer service has also improved significantly since the old NTL days
Reviewer
G Marchant
Location
South West
Date
29/10/2009
Ratings
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Speed should be (upto) 10 meg. Speed shown after running test 0.0 meg !!! how bad is that.
Reviewer
jason
Location
totton , southampton
Date
23/10/2009
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Comments:
i pay for 20mbps but only get from 12 to 15mbps and if its peak time only 6 to 10mbps not good or happy :-(
Reviewer
Peter
Location
Plymouth
Date
23/10/2009
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Complete and utter rubbish!try again Virgin Media
Reviewer
Grahasm
Location
stoke-on-trent
Date
21/10/2009
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The service is appalling
Reviewer
Jeff
Location
Harlow
Date
07/10/2009
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Good product. Amazingly poor customer service.... and I mean POOR.
Reviewer
Adam Mills
Location
Cholsey
Date
30/09/2009
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Comments:
The service is unreliable. Every couple of months it is unavailable for extended periods i.e. greater than 6 hours. It is almost impossible to speak to anyone in customer services and normally takes at least 10 minutes before you can get through. When you finally get through all they do is book an engineer which is normally not for another 2 or 3 days by which time the problem has often disappeared. Customer services are never able to tell you what the problem is or when it will be resolved.
Reviewer
elizabeth adair
Location
coatbridge
Date
28/09/2009
Ratings
Speed
1.00 stars
Comments:
just dont seem to be getting any help and have had to take 3 days off work
Reviewer
John Malpass
Location
Bristol
Date
25/09/2009
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
20mp connection. The only time I get the speed I'm paying for is early hours of the morning.
Reviewer
Bob Hunt
Location
Washington
Date
23/09/2009
Ratings
Customer Service
1.00 stars
Reliability
3.00 stars
Comments:
Enquired re slow optical speed. Received a very lenghty email asking me to do various tests including entering DOS. Unbelievable !!! Sent a Email back expressing my disbelief but unsurprisingly I have not received a reply.
Reviewer
Paul Cooper
Location
Loughborough
Date
22/09/2009
Ratings
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Having spend countless hours trying to resolve an issue with intermittent broadband connection for more than two months, we eventually got an engineer to confirm that my equipment was not at fault and that there was an outdoor fault somewhere. A temporary cable was installed to bypass a suspect cable under the garden. He arranged for another crew to attend in October to replace the cable for which they are hoping (misguidedly) to dig up the concrete path. They go under the path or not at all and I don't believe the fault is there or the temporary cable would have cured it!
Reviewer
Graham Collier
Location
Belfast
Date
12/09/2009
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
dave smith
Location
stockport
Date
08/09/2009
Ratings
Customer Service
3.00 stars
Reliability
4.00 stars
Comments:
i pay for 10mb but get an average of 2.5mb
Reviewer
j mccloskey
Location
derby
Date
03/09/2009
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i have wasted lots of times calling about the poor speed of my broadband and been promised several times that it would be upgraded but still not done
Reviewer
Tom Corcoran
Location
Oxford
Date
01/09/2009
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
absolutely useless
Reviewer
Craig G
Location
Newcastle upon Tyne area
Date
29/08/2009
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Happy enough...
Reviewer
jsaxton
Location
manchester
Date
23/08/2009
Ratings
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
tried for 3 weeks to get upgrade from 2mg to 10mg,its now 4mg,it seems no mater who i get in touch with no one gives a damn so long as your money is still going into their bank account.
Reviewer
keith fleming
Location
hertfordshire
Date
22/08/2009
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
i don't think virgin can be beaten.
Reviewer
gursharan virdi
Location
london
Date
20/08/2009
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The fibre optic speeds never reach 20MB which I have paid for, but averages between 10-13MB (download speeds) but about 10MB over wireless. It is expensive for the speed paid for. Should be cheaper by £5 or so per month. Reliability of service is not good as BT but of a sufficient standard that you live with especially if you have to work from home sometimes.
Reviewer
steve goodey
Location
dagenham
Date
19/08/2009
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
i have only had it 1 week and have already cancelled my contract. it hasnt worked properly from day 1 engineers dont bother to turn up when they say they will, they dont phone when they say they will,when i complained they offered to send an engineer next week!!!! (7 days) dont even think about it!!!!
Reviewer
Adam Parton
Location
Wednesbury, West Midlands
Date
18/08/2009
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with Virgin Media now for Broadband since approximately June 09, and so far my experiences have been to the highest quality. The service was fitted and within 1 hour the Broadband connection was running at top speed, hitting a speed test of 9.76Mbps constant for the following hours. The only problem I have ever had with the service was for approximately 10 minutes when I had a speed decrease to 3.24Mbps, this was due to a hardware malfunction and nothing to do with the connection.
Reviewer
Jim
Location
Newcastle
Date
16/08/2009
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very unhappy with the service and have trouble with the indian call centres.
Reviewer
A.E.Heathers
Location
Hampshire
Date
11/08/2009
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virgin upped the payments on broadband and said it is because we were to get faster broadband this is not so.when phoning they say it will be in the area soon. They put the price up in May. this is now August and still no faster broadband.
Reviewer
Bryan Barsby
Location
Loughborough Leics.
Date
08/08/2009
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Have been paying extra for uprated Broadband speed for two or three months now; but despite taking the money; I am STILL waiting for the up-graded service.
Reviewer
m Jones
Location
poole
Date
07/08/2009
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Virgin are the best, keep sky or bt I have friends who are on sky broadband they pay for 10 meg and get less than 3 that say it all for me
Reviewer
Charles Thompson
Location
Glasgow
Date
04/08/2009
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Am pleased with Virgin's fibre optic broad band service with speed usually up to 19 mbs on up to 20mbs service level
Reviewer
Terence O'Keefe
Location
Colchester
Date
03/08/2009
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Just upgraded(for free)from possible 2Mbps to 10 Mbps. Test showed speed as 9.45 Mbps. Most satisfactory!
Reviewer
Edward Weston
Location
Rugby
Date
03/08/2009
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
My ISP is reliable and although I don't get 20mb (I get 18.1mb) but the speed is more than acceptable for the work I do on my PC.
Reviewer
Tony H
Location
Runcorn
Date
03/08/2009
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
My service was 2mbps & I never got below that. It's been upgraded free to 10mbps & I think the result of this test is excellent.
Reviewer
Allan Shepherd
Location
Gillingham Kent
Date
02/08/2009
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very satisfied with the service
Reviewer
David J Reeve
Location
Derby united kingdom
Date
01/08/2009
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
after speaking to my broadband supplier the speed miraculously increased to 17meg on a 20meg paid for service - However it is useful to point out that this is "Throttled down" during peak periods- approx 6pm to 11pm evry weekday night
Reviewer
Eric
Location
Carbis
Date
01/08/2009
Ratings
Customer Service
3.00 stars
Comments:
Never reached what I'm paying for in all the time I have been a customer. Stopping tomorrow
Reviewer
David
Location
Edinburgh
Date
01/08/2009
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disapointed in what I am paying for I will probabally give up the internet as I find it a cash Cow for IP's
Reviewer
denis birchall
Location
bickershaw
Date
31/07/2009
Ratings
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
i cant get any programs after 6.00pm
Reviewer
Dom Rivers
Location
Gosport
Date
30/07/2009
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Cable broadband rocks!, Ok I'm a little old to say "rocks" with any real conviction, but at least it works how it's supposed to, I pay for 10mb and get 9.8 (which is, lets face it, close enough).
Reviewer
peter
Location
wirral
Date
30/07/2009
Ratings
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
never get the speed as they offer
Reviewer
h.maxted
Location
gravesend
Date
29/07/2009
Ratings
Customer Service
3.00 stars
Comments:
i pay for 20meg i usually get less than 10meg sometimes less than 2meg occasionally more than 19meg
Reviewer
Frankie Joyce
Location
Letchworth Garden City
Date
29/07/2009
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
I am very pleased indeed with our Virgin package.
Reviewer
Peter
Location
Wiltshire
Date
29/07/2009
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Generally pretty good but for some reason very very slow with problems when it rains
Reviewer
MickP
Location
Stafford
Date
29/07/2009
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Broadband speed below expected, considering monthly charge.
Reviewer
graham
Location
stoke-on-trent
Date
29/07/2009
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
supposed to be up to 10 mb its a question if I can get 5 mb
Reviewer
Edd
Location
Edd
Date
28/07/2009
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
v poor
Comments: