Virgin Media

VM WiFi laggy and drops out frequently. Not sure how this compares to other providers in the area but their customer service is counterproductive and multiplies the frustration. They sought out payment before fixing an issue, for a month I was unable to use WiFi as they had not resolved an underlying issue.

Virginmedia is great and fast when it actually works. I have the top package and it drops out and has no Internet multiple times a day its infuriating. After being with them on and off for years I've given up and going to pay for 2 connections at slower speed as it honestly will still be better.

Maybe a bit of a strong subject, hopefully not.

I lost my hearing a few years ago and hence discovered that those of us with little/no hearing are dictated to, as to what we are able to view on all sat TV

And yet, strangely enough, I pay the same monthly rental, as those of you that have full access to all channels.

Disgraceful

Don't deserve to be in business. On second attempt at getting broadband put in but they keep turning up to fit the cables but the prior construction has still to be done... This has been going on months again. They keep moving the install date. Please can somebody with even a quarter of a brain step in and sort this out.

As an ex Virgin customer I am warning you, DON'T GO THERE, just look at the review sites and their own facebook page. 1000's and 1000's of complaints. Even Ofcom statistics show they have the most complaints. Of any broadband provider. Customer service is a disgrace and if you try to cancel a contract because you are moving house they will hunt you down. Even 1 star is too much for this bunch of cowboys.

Once they have you, they do not want to let you go!

VM Broadband was OK, but expensive and were slow to deal with problems. However the problems really started when I tried to leave. VM's strapline is "stay connected" and now I know what that means. Website does not have a leave route, no email, and no pickup even on the phone. Ended up writing to their Head Office three times, and then just stopped payments. I went to the small claims court who agreed in my favour, and still VM have not paid the amount the court agreed, I think they assume they are big enough to ignore a court.
I am not the first, and probably not the last, Trust Pilot have 61% "bad" scores for Virgin Media, so I would strongly recommend you go somewhere else.

The worst customer service. Hours of waiting and they usually fail to make the changes you ask them to. Broadband is always faulty, even when they send the engineer out 'there's nothing they can do'. Aweful and should be avoided at all cost. Even the cheaper price is not worth the time and hassle this company will cause you

Absolutely terrible service! Ordered Internet. And instead of them doing their work, they just ask customers to go to every neighbour and collect private information, like mobile numbers, emails for them to contact neighbours if they agree them to do the work. That is ridiculous! Send letters to neighbours, send agent to talk to neighbours, maybe prepare some offers for them too! BS...

Hi! There is impossible to chat to customer service. People who employed do not speak english. I spend now 40 minutes in the phone to speak with person who do not understand english. Each word she pronounce slowly and do not understand me also. I need to turn the phone off and go probably for another provider.

Worst company ever, I am surprised that they are still in business. The bill is increased ever year by 10% in order to provide a 'better service'. The service is constantly going down and you can be left without tv and internet for days. When you call them to complain, the advisor tries to sell you additional services. I do not ever recommend them, their broadband speed is not as fast as they claim and continuos disruption to the service is so disgusting. Their advisors are rude and the company itself delete their complaints from social media - when you speak to them directly about the faults they are unapologetic and dismissive.

Well over 10 years with firstly NTL and now Virgin Media and where is customer loyalty?
I have home phone and broadband only and they charge me £58.51 a month and tell me i am on their highest level of broadband.
Surprise, surprise I phone today to complain that I am being offered a much cheaper package elsewhere and i am looking to leave and get told that instead of vivid 150 optical fibre I can now be upgraded to vivid 200 optical fibre and they can reduce my £58.51 down to £47.15, of course this was never offered before...
To make matters worse I was phoning from a mobile abroad and advised them of that at the beginning of the call, I waited 24 minutes to be transferred from customer services to customer care who were a complete waste of time.
Once back in England I will be cancelling my account and going elsewhere, Virgin Media customer service has to be the most arrogant I have had the misfortune to encounter.

A terrible website for a terrible company, frequently crashes and loops back round to the homepage when your meant to be logging into your personal account information, prices are wrong when you ring up and speak to someone, and the company themselves are very poorly considerate about customer service... cheap deals yes, but you get what you pay for, beware!

Awful service.

Been charged £58 for the last 6 months. I raised 3 months ago that I wanted to cancel and they cancelled it all for me, however I was shortly contacted by someone called Steve on - ******* 560 764 and he convinced me to stay with a package of £19 per month- needless to say, £58 has now come out of my account twice since this 'New deal' was put into place.

I have called Steve multiple times and no answer. I have also requested DSAR as I will be taking this complaint to Ofcom/Ombudsman

Awful customer service
Awful customer service, I have been with them since 25th August. The Salesperson Duane, is as helpful as an ashtray on a motorcycle. I am still awaiting my O2 sim card, he can't be bothered to help me. So I am left on endless calls that eventually get disconnected. All I want is an O2 SIM card that was promised, sadly it is like talking to the wall with VirginMedia - never again, I will be out of there soon, I am just discussing with my solicitor to determine If we can cancel due to them not delivering the sim card. Aside that the engineers that installed the cable, did a dog leg over my grass, and didn't even try and get the cable deep enough, so is lumpy. The 2 installing fools didn't take the logical route, didn't ask, just did the most stupid cable install I have ever seen.

For two months my fastest possible broadband package: 1Gig have been disconnecting every day about 20 times ad day nearly 5 minutes each time. I could not work. They sent engineer, he replaced router, this did not help. Finally I connected to BT broadband which works fine now. I called Virgin to disconnect and they told me I need to pay £297 disconnection fee + cost of additional month. I said: but your service did not work for two months! They said: if we would have sent THREE engineers and all of them would have not be able to fix, then we would not charge the disconnection fee.
Sorry guys, I cannot entertain here three engineers, as I need to work, and I work from home. Yes, I will pay you the disconnection fee and I promise I will never ever use your services again.
TERRIBLE!

I never had a service that was so terrible in my entire life. The wifi never works, I ordered a wifi pod to improve the internet speed that was supposed to be free. Guess what? It didnt work and i had to pay for it. At this end of this yearly contract nightmare i stated i wanted to opt out but of course there is a minimum $#*!i***g notice that u need to give them of one month to end the contract. In that period u pay 2£ a day for the wifi. I wish the worst health problem to the people who design this service. Hope the you ll suffer slowly and constantly. Nothing that pisses me off in life as first thing in the morning i have to call your fuc***ing Virgin Media customers service because you took more money from my bank account. Guess what? They never give even a 0.01£ back. MISERABLE JACKALS!

If I had known, I would never have used Virgin Media. The TV package stopped working every few weeks. I had to spend several hours on the phone talking to people who didn't know how to fix the problem and didn't seem to care either. Virgin failed to solve the problem and so I wanted to leave. I then had to go through a lengthy process to leave and get back the refund I was due. Virgin made this as difficult as possible, insisting that they could not transfer the balance back into my account and sending the refund BY CHEQUE six weeks after my account was closed.

I've been a Virgin Media broadband customer for over a year. It is the worst broadband supplier I've ever had: signal comes and goes every +-2 hours and we completely lost internet 2x for the whole afternoon in the last month. The website and app are designed to prevent you from speaking to a support agent and it's therefore near to impossible to resolve issues where the solution is not available in the support centre. Calling them is even more useless as you get to interact with a dumb bot that never provides the information you're looking for. The VM broadband package is appealing as it's one of the fastest in London, but don't get fooled by that as the broadband quality is worse than some of the 3rd world countries I have been to. Switching to Community Fiber now... 4.4 star rating / 6x the speed for the same price.

I live on Camberwell Grove, SE5, in South East London. Service from Virgin has been on a downward trend over the past 12 months. Since 4th August 2023 broadband service has either down completely for periods of 48 hrs, or at best, intermittent over the day. Yesterday it went down for nearly four hours. Since I logged the first issue on 4/08, I have received multiple updates with the 'fix date' constantly pushed back. Originally this was to be fixed on 7th August, now the fix date is 11th SEPTEMBER. It is impossible to get through to someone to register a complaint. I was on the phone for nearly two hours today, and still no resolution. They ignore the emails, online chat bot requests and phone calls for assistance. Virgin Media offer TERRIBLE value for money. We have paid thousands of pounds in bills to them and get nothing in return. Very frustrating and infuriating service provider to deal with. I will be switching provider.

Bad service, slow internet, ignorant costumer service and that's just to start with then there's the costumer service line were you wait 2 hours and put on to a call centre in India who can't understand a word your saying, it's easier just to try and solve the problem yourselfsometimes.

I'm very disappointed with the service I have received!
This is unbelievable that your people does not listen to clients!

I spoke on the 13th August with somone as my contact will finish at the end of September! Didn't receive any email with confirmation spoke today with 4 different people they diverted my calls all the time, unfortunately we heard different prices from all this people: 45 pounds to 32 pound to 29 pounds and on the website they have got deal for 27 pounds I heard from that women at the end that we need to pay Virgin extra 11 pounds as notice was given 30 days before so we will be disconnected on the 25th I'm sorry but I will not pay that as I spoke with somone already on the 13th August so from that day 30 days is till 13th of September so basically that's mean they own me money not Me!

Very poor customer service this is unbelievable! I phoned 6 weeks before my contracts ends and I need to pay them extra 11 pounds no chance!

Wish I had stayed with BT
Promise everything and deliver a poor product with even worse customer (no) service!
Wi-Fi box changed 4 times speed good but drops out randomly but very regularly, customer service contacted me after I opened a complaint and then don't call you back. They offer pods to help but want to charge you more for them then agree to give you them free and charge you for them anyway.
Don't trust anything they say in their brilliant marketing trap as the product it's even worth 1STAR

So wish I had stayed with BT

If I could give zero stars I would. Every part of this experience has been the worst I've ever had with a broadband provider. I've had connection issues since day one, I've had multiple engineers round who cant fix the service, I've raised 4 complaints and all I get back is a letter to say contact tech support. They will not let me leave my contract early despite all the issues - my bandwidth drops between 2-48 Mbps throughout the day. It feels like I'm in an abusive relationship that I cant leave - every time I phone I get gaslighted. If youre in SW London I would avoid at all costs.