4,691 Customer Reviews over 118 pages
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2020-02-29
- Comments
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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
- Location
-
- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2023-02-12
- Comments
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They make everything difficult, spent hours on chat or phone to shorted out simple query! AVOID AVOID AVOID
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2023-11-10
- Comments
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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.
- Location
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- Location
- Salford
- Reviewing
- Virgin Media
- Date
- 2024-03-07
- Comments
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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
- Location
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- Location
- sutton
- Reviewing
- Virgin Media
- Date
- 2018-01-23
- Comments
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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
- Location
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- Location
- Aylesbury
- Reviewing
- Virgin Media
- Date
- 2012-10-01
- Comments
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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
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-03-10
- Comments
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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!
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2021-05-03
- Comments
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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!
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2016-02-16
- Comments
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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
- Location
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- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2021-07-09
- Comments
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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.
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2019-10-03
- Comments
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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
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-09-06
- Comments
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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.
- Location
-
- Location
- WARRINGTON
- Reviewing
- Virgin Media
- Date
- 2022-03-16
- Comments
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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.
- Location
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- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2022-04-27
- Comments
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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.
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2020-07-29
- Comments
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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 £££.
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2017-08-09
- Comments
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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!!!
- Location
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- Location
- Telford
- Reviewing
- Virgin Media
- Date
- 2017-11-02
- Comments
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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!
- Location
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- Location
- Stourbridge
- Reviewing
- Virgin Media
- Date
- 2014-11-06
- Comments
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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.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2021-08-20
- Comments
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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.
- Location
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- Location
- Cumbernauld
- Reviewing
- Virgin Media
- Date
- 2021-11-24
- Comments
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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.
- Location
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- Location
- Stoke-on-Trent
- Reviewing
- Virgin Media
- Date
- 2021-12-05
- Comments
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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.
- Location
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- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2016-09-01
- 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
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2018-05-15
- Comments
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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 .
- Location
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- Location
- londin
- Reviewing
- Virgin Media
- Date
- 2015-05-26
- 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.
- Location
-
- Location
- Rainham essex
- Reviewing
- Virgin Media
- Date
- 2019-01-14
- 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
- Location
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- Location
- Luton
- Reviewing
- Virgin Media
- Date
- 2016-09-24
- 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.
- Location
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- Location
- Scunthorpe
- Reviewing
- Virgin Media
- Date
- 2020-07-20
- Comments
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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?
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2009-12-02
- Comments
-
10meg connection. 50kbps after 5pm. Rubbish. I'm thinking of cancelling.
- Location
-
- Location
- Long Eaton
- Reviewing
- Virgin Media
- Date
- 2018-04-02
- 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
- Location
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- Location
- Kettering
- Reviewing
- Virgin Media
- Date
- 2015-09-14
- 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.
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2020-02-04
- 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
- Location
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- Location
- croydon
- Reviewing
- Virgin Media
- Date
- 2022-10-04
- 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.
- Location
-
- Location
- Willesden Green
- Reviewing
- Virgin Media
- Date
- 2017-06-13
- 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!!!
- Location
-
- Location
- Wimbledon
- Reviewing
- Virgin Media
- Date
- 2020-09-22
- 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.
- Location
-
- Location
- Glasgow, scotland
- Reviewing
- Virgin Media
- Date
- 2017-11-04
- 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.
- Location
-
- Location
- Hatfield
- Reviewing
- Virgin Media
- Date
- 2009-12-04
- 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.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2012-10-03
- 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?
- Location
-
- Location
- Farnborough
- Reviewing
- Virgin Media
- Date
- 2018-08-15
- 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.
- Location
-
- Location
- Wokingham
- Reviewing
- Virgin Media
- Date
- 2014-12-01
- 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.
- Location
-
- Location
- Yorkshire
- Reviewing
- Virgin Media
- Date
- 2016-01-30
- 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.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.