4,684 Customer Reviews over 118 pages
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-06-18
- Comments
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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!!!!!!!!!!
- Location
-
- Location
- Redhill
- Reviewing
- Virgin Media
- Date
- 2015-01-19
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-10-10
- Comments
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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!
- Location
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- Location
- CM20 2QD
- Reviewing
- Virgin Media
- Date
- 2019-03-19
- Comments
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This is the worst and slowest internet in the world!Disgusting.It is not clear what the company takes the money?
- Location
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- Location
- Holland park
- Reviewing
- Virgin Media
- Date
- 2016-12-03
- Comments
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Terrible service no regard for customer what so ever.... been having technical problem for 10 days still unable to fix it. Fuming
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2015-10-02
- Comments
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horrible. connection dies every 10 minutes, speed is a joke
- Location
-
- Location
- North east
- Reviewing
- Virgin Media
- Date
- 2019-08-06
- Comments
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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.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2022-05-09
- Comments
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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.
- Location
-
- Location
- Jones
- Reviewing
- Virgin Media
- Date
- 2019-07-06
- Comments
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The worst and most expensive broadband company in the UK.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2017-03-05
- Comments
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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!!!
- Location
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- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2018-04-19
- Comments
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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!!!
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2022-06-21
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-05-13
- Comments
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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.
- Location
-
- Location
- Stoke
- Reviewing
- Virgin Media
- Date
- 2014-12-14
- Comments
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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.
- Location
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- Location
- Co.Londonderry
- Reviewing
- Virgin Media
- Date
- 2019-02-05
- Comments
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shocking customer sevice
- Location
-
- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2014-11-22
- Comments
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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.
- Location
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- Location
- Stockwell
- Reviewing
- Virgin Media
- Date
- 2017-08-21
- Comments
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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.
- Location
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- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2019-05-09
- Comments
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Literally the worst internet I've had in years. Absolutely terrible reliability and the customer service is no better.
- Location
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- Location
- Northampton
- Reviewing
- Virgin Media
- Date
- 2011-06-16
- Comments
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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! >:(
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2014-10-06
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-08-17
- Comments
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Never trust their customer advisors.
- Location
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- Location
- Northern Ireland
- Reviewing
- Virgin Media
- Date
- 2018-01-09
- Comments
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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.
- Location
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- Location
- uk
- Reviewing
- Virgin Media
- Date
- 2014-11-29
- Comments
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poor speed 3.2 Mb on fibre
- Location
-
- Location
- Uk
- Reviewing
- Virgin Media
- Date
- 2017-03-08
- Comments
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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
- Location
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- Location
- St. Helens
- Reviewing
- Virgin Media
- Date
- 2020-06-19
- Location
-
- Location
- swansea
- Reviewing
- Virgin Media
- Date
- 2013-12-11
- Comments
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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
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-04-04
- Comments
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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!!!!
- Location
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- Location
- bolton
- Reviewing
- Virgin Media
- Date
- 2015-12-08
- Comments
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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.
- Location
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- Location
- bolton
- Reviewing
- Virgin Media
- Date
- 2015-12-09
- Location
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- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2018-11-23
- Comments
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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.
- Location
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- Location
- Northamptonshire
- Reviewing
- Virgin Media
- Date
- 2018-03-12
- Comments
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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
- Location
-
- Location
- Doncaster
- Reviewing
- Virgin Media
- Date
- 2018-06-05
- Comments
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We are currently without internet again! Totally rubbish. The biggest rip off going.
- Location
-
- Location
- SW3
- Reviewing
- Virgin Media
- Date
- 2015-07-13
- Comments
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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.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-02-13
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-06-25
- Comments
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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...
- Location
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- Location
- Stockport
- Reviewing
- Virgin Media
- Date
- 2017-12-05
- Comments
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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.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2018-08-21
- 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.
- Location
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- Location
- LIVERPOOL
- Reviewing
- Virgin Media
- Date
- 2016-09-19
- 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.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2010-04-21
- 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.
- Location
-
- Location
- Didcot
- Reviewing
- Virgin Media
- Date
- 2018-10-12
- 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!
- 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.