4,684 Customer Reviews over 118 pages
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- Location
- Barking
- Reviewing
- Virgin Media
- Date
- 2014-12-30
- Comments
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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
- Location
-
- Location
- Barking
- Reviewing
- Virgin Media
- Date
- 2017-07-04
- Comments
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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
- Location
-
- Location
- Barkingside
- Reviewing
- Virgin Media
- Date
- 2019-11-15
- Comments
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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.
- Location
-
- Location
- Barkingside
- Reviewing
- Virgin Media
- Date
- 2019-01-22
- 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.
- Location
-
- Location
- Barnet
- Reviewing
- Virgin Media
- Date
- 2021-07-12
- Comments
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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.
- Location
-
- Location
- Barnet
- Reviewing
- Virgin Media
- Date
- 2019-08-31
- Comments
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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
- Location
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- Location
- Barnet
- Reviewing
- Virgin Media
- Date
- 2020-03-05
- Comments
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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
- Location
-
- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2023-06-03
- Comments
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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.
- Location
-
- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2016-11-16
- Comments
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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.
- Location
-
- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2018-07-31
- 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.
- Location
-
- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2019-06-17
- Comments
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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.
- Location
-
- Location
- barnsley
- Reviewing
- Virgin Media
- Date
- 2016-08-20
- Comments
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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.
- Location
-
- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2017-02-26
- Comments
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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.
- Location
-
- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2019-11-13
- Comments
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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
- Location
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- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2017-10-11
- Comments
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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.
- Location
-
- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2015-11-14
- Comments
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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.
- Location
-
- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2015-11-15
- Comments
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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.
- Location
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- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2017-01-25
- 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.
- Location
-
- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2017-06-03
- 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...
- Location
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- 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
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- Location
- barrhead
- Reviewing
- Virgin Media
- Date
- 2018-01-06
- Comments
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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 ...
- Location
-
- Location
- BASILDON
- Reviewing
- Virgin Media
- Date
- 2021-06-16
- Comments
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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.
- Location
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- Location
- Basildon
- Reviewing
- Virgin Media
- Date
- 2015-04-09
- Comments
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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)
- Location
-
- Location
- Basildon
- Reviewing
- Virgin Media
- Date
- 2020-01-08
- Location
-
- Location
- BASILDON
- Reviewing
- Virgin Media
- Date
- 2021-07-05
- Comments
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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!!
- Location
-
- Location
- Basildon
- Reviewing
- Virgin Media
- Date
- 2017-07-30
- Comments
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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.
- Location
-
- Location
- Basildon Esssex
- Reviewing
- Virgin Media
- Date
- 2017-06-19
- Location
-
- Location
- BASINGSTOKE
- Reviewing
- Virgin Media
- Date
- 2020-01-16
- 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.
- Location
-
- Location
- basingstoke
- Reviewing
- Virgin Media
- Date
- 2022-01-10
- 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
- Location
-
- Location
- Basingstoke
- Reviewing
- Virgin Media
- Date
- 2018-09-19
- 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!
- Location
-
- Location
- Bath
- Reviewing
- Virgin Media
- Date
- 2017-09-24
- Comments
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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.
- Location
-
- Location
- Bath
- Reviewing
- Virgin Media
- Date
- 2022-11-26
- 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.
- Location
-
- Location
- Bath
- Reviewing
- Virgin Media
- Date
- 2016-06-21
- 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.
- Location
-
- Location
- Bath
- Reviewing
- Virgin Media
- Date
- 2019-10-16
- 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.
- Location
-
- Location
- Bath
- Reviewing
- Virgin Media
- Date
- 2020-02-26
- 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.
- Location
-
- Location
- Bath
- Reviewing
- Virgin Media
- Date
- 2022-08-25
- 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.
- Location
-
- Location
- Bath
- Reviewing
- Virgin Media
- Date
- 2020-08-30
- 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.
- Location
-
- Location
- Bath
- Reviewing
- Virgin Media
- Date
- 2019-10-14
- 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!
- Location
-
- Location
- Bath
- Reviewing
- Virgin Media
- Date
- 2014-10-10
- 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.
.
- Location
-
- Location
- Battersea
- Reviewing
- Virgin Media
- Date
- 2015-12-06
- 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).
- 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.