4,684 Customer Reviews over 118 pages
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-08-05
- Comments
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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.
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2022-08-04
- 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
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2022-08-04
- 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.
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2022-08-03
- 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...
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2022-08-03
- 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!
- Location
-
- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2022-08-02
- Comments
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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
- Location
-
- Location
- Buckinghamshire
- Reviewing
- Virgin Media
- Date
- 2022-07-31
- Comments
-
I wouldn't give 1 star. You get 1 good day to 10 bad days.. mostly I get 5-10meg.. its terrible .
- Location
-
- Location
- Knottingley
- Reviewing
- Virgin Media
- Date
- 2022-07-29
- 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.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2022-07-29
- Comments
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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
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2022-07-28
- 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...
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-07-28
- Comments
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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!!!
- Location
-
- Location
- Uxbridge
- Reviewing
- Virgin Media
- Date
- 2022-07-27
- Comments
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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.
- Location
-
- Location
- Wn3 Wigan
- Reviewing
- Virgin Media
- Date
- 2022-07-27
- 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.
- Location
-
- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2022-07-27
- Comments
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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.
- Location
-
- Location
- Ireland
- Reviewing
- Virgin Media
- Date
- 2022-07-26
- Comments
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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.
- Location
-
- Location
- Uk
- Reviewing
- Virgin Media
- Date
- 2022-07-24
- Location
-
- Location
- NOTTINGHAM
- Reviewing
- Virgin Media
- Date
- 2022-07-24
- Comments
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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.
- Location
-
- Location
- Hove
- Reviewing
- Virgin Media
- Date
- 2022-07-22
- Comments
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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.
- Location
-
- Location
- Chadderton (Oldham)
- Reviewing
- Virgin Media
- Date
- 2022-07-21
- Comments
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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.
- Location
-
- Location
- Dundee
- Reviewing
- Virgin Media
- Date
- 2022-07-21
- Comments
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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.
- Location
-
- Location
- Croydon
- Reviewing
- Virgin Media
- Date
- 2022-07-18
- Comments
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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.
- Location
-
- Location
- Stevenage
- Reviewing
- Virgin Media
- Date
- 2022-07-16
- Comments
-
The broadband is great…when it’s working. Constantly drops out or will be connected with “no internet available”
- Location
-
- Location
- Shrewsbury
- Reviewing
- Virgin Media
- Date
- 2022-07-16
- Comments
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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.
- Location
-
- Location
- East Grinstead
- Reviewing
- Virgin Media
- Date
- 2022-07-15
- 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.
- Location
-
- Location
- BRISTOL
- Reviewing
- Virgin Media
- Date
- 2022-07-15
- Comments
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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.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-07-15
- Comments
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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.
- Location
-
- Location
- 01
- Reviewing
- Virgin Media
- Date
- 2022-07-12
- Comments
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very bad signal and customer service very bad I don like virgin .
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2022-07-12
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-07-10
- Comments
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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.
- Location
-
- Location
- Gloucestershire
- Reviewing
- Virgin Media
- Date
- 2022-07-09
- Comments
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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.
- Location
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- Location
- Hampshire
- Reviewing
- Virgin Media
- Date
- 2022-07-08
- Comments
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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
- Location
-
- Location
- Brentford
- Reviewing
- Virgin Media
- Date
- 2022-07-06
- Comments
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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.
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2022-07-05
- Comments
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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
- Location
-
- Location
- Sunderland
- Reviewing
- Virgin Media
- Date
- 2022-07-05
- Comments
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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
- Location
-
- Location
- Guildford
- Reviewing
- Virgin Media
- Date
- 2022-07-05
- Comments
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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.
- Location
-
- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2022-07-04
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-07-02
- Comments
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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.
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2022-06-30
- Comments
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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?
- Location
-
- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2022-06-30
- 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.
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2022-06-30
- 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 *****.
- 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.