Virgin reviews

Virgin reviews

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Virgin Media - Possibly the worst "service provider" I have ever done business with

I was persuaded by the Virgin sales person to switch from Sky to Virgin Media, mainly based on the promise that I would have wi-fi access in my whole house. I do not live in a big house. I have now had the service for a week. I have wi-fi connectivity in ONE ROOM ONLY!!!! I have spent a total of over four hours on the phone with Virgin "support" people. I have been sent from pillar to post with still no hope of resolution. I don't know what my choices are but I will have to explore them.

The worst cable/ISP company I have ever had the misfortune to deal with!!!

Worse than Comcast in the USA

Worse than Sky

I believe Richard Branson would be truly ashamed if he knew how badly this company was performing when it comes to customer service.
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Mobile service was OK until I made the mistake of talking to them.

I was with Virgin Mobile for a few years - drawn in initially by a decent phone/contract package. Everything ran pretty smoothly, they even gave me a customer loyalty discount when my original contract ran out, which was nice. However it all went a bit pear shaped recently when I phoned them to terminate my contract in order to transfer over to Three. How I wished I'd done that there and then. I let them talk me into a new cheaper package (Big mistake). From that day to this it's been wrong tariffs, excessive charges, phantom charges, numerous phone calls and one complaint (which they didn't really sort out). I've asked a question this week about my final bill which meant a few emails going back and forth but I must have said something they didn't like in my last email as they've gone on the missing list. I'll give it another day and I'll try asking my question again. Their customer service training must be non-existent. They have no humility and absolutely no empathy when you have a problem, even when it's their fault. You literally are a little cash cow as far as they're concerned, they couldn't care less. I'm probably being a little naive to honest expecting decent customer service these days. They don't really need to offer it as there's no real competition to speak of. I doubt I'll ever use another Virgin product based on the problems I've had with them but I'll give then 2 stars as they weren't bad until I had to deal with customer services recently.
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Zero customer service

Advise not to be taken in by attractive sign up offers as their customer service is awful - no response to complaints, ignore e-mails, always trying to get you to ring their over seas call center, passed from person to person (when you eventually get through) - avoid at all costs.
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Worst customer service experience of my life... and it's still going on

I've had to ring Virgin more times than I ring my closest friends the last year. We have Tivo - which is fine, it's never been good, but it works - and superfast fibre optic broadband. In theory. What we actually have is overpriced sproradic internet connection. I have to ring Virgin frequently about the poor internet and more recently, about their billing. They have started to overcharge us by £12 a month. On the phone they pass me to different people every few minutes, none of whom understand the situtation so i have to explain each time. Every time I call I'm told something different. They refused to refund me the money they overcharged me unless we sign up to another 12 month contract. Sound appealing? Another 12 months of pulling my hair out? No thanks Virgin. They told me I'd have to submit a complaint and request transcripts of my previous calls to be considered for a refund. I did this a month ago. Then I did it again. I have heard nothing and I'm at my wits end. Go with any other company, any other company in the world. DO NOT SIGN UP TO VIRGIN BROADBAND IF YOU VALUE YOUR SANITY!!!
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DISGUSTINGLY AWFUL SIGNAL COVERAGE FROM VIRGIN MOBILE !!!

I just signed up to Virgin Mobile, pay as you monthly SIM = £15 VIP SIM .. UNLIMITED EVERYTHING.

I got my SIM in the mail, installed it, text work, internet works... BUT SLOW!!!

Calls ? My signal coverage was ZERO.. it had a big red X.. then after 5 minutes, half a bar appeared. I tried to make a call, it was choppy, kept cutting out.. then after that I cutting even get a tone when trying to call. I tried and tried all evening, nothing.

AND YES, I am technical, so I know what I'm doing, i restarted my phone, tried the SIM in another phone. Luckily I still had my GIFF GAFF SIM.. i popped it in and right away I have full bars for calls - now i pop back in the VIRGIN SIM.. ZERO! ... I should note here that I am in Edinburgh City Center.

Virgin has an inferior service, they may spend millions on advertising " how cool they are " , but take it from me.. they don't deliver the goods.. POOR SHOW VIRGIN.

Before my contract has even started with VIRGIN I'm cancelling it, what a WASTE OF TIME.. save yourself some hassle don't choose Virgin, LOOK AT ALL THESE NEGATIVE REVIEWS and 1 STARS ON TRUST PILOT..it says it all.

I'm confused at why a company like Virgin Mobile even exists at all.
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Cheeky Virgin Mobile

One week ago I notified Virgin Mobile that my mobile phone did not receive any signal in my local area.
One week on, the problem has not been solved.
However, I have discovered that 2G network is working fine.
Cheeky Virgin Mobile has quietly reduced my mobile signal in my local area to 2G, while many of their competitors have upgraded to 4G for their networks.
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disgusting customer service

I ordered a new phone by phone with the promise of next day delivery using £40 crave vouchers and my own money to purchase phone.Saturday came and went and no phone delivered. Rang virgin on the Monday for further updates.....still no phone by midday so after further phone call was told it had been lost in transit. Was told to wait for another 24hrs....which I did. Tuesday still no updates so rang to find that phone was still lost.....so asked for refund....however cos it was in yodels hands couldn't give a refund. Was advised to wait another 24 hrs. Wednesday still no phone, still no update so had to chase them up again. Asked for refund but was told I would loose my £40 crave vouchers so have to wait another 5 days for a phone. I was told to go out and buy a temporary phone and they would reimburse me with this purchase.....however when I rang back to say I had bought a phone and requested the money they had no idea what I was talking about and refuse to help me. will never purchase a phone from virgin mobile again.
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Great value for money

The mobile deals are very impressive, market leading with "free" insurance for virgin media customers - brilliant
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Appalling Virgin Active Health Clubs complaint handling

I had the unfortunate experience of having my towel taken by someone from the shower room while having a sauna. I spoke with a member of staff about this and she looked in the lost property room and then took my details and said she would call me about this later and hopefully my towel would be found. I was surprised that someone could actually take another woman's towel and the staff member was sympathetic & understanding of this occurrence. She told me that previously there have been other incidents of 'taken towels' but that before it was reported as happening in the pool area and this was the first time it had happened in the shower area. I heard nothing further back from the gym about my towel.

I sent an email to Virgin Customer Services Team about what had happened and about a week later I received a long email, sent by the gym manager, which dismissed my complaint in a patronising way that shocked me as it was an insult to anyone's intelligence and dismissed any kind of responsibility or customer care in every aspect.

Here is a sample of the email which I will later publish:

"I appreciate this was not convenient for you on the day this incident happened and that drying yourself with a hairdryer is not ideal, unfortunately at Hemel Hempstead club we do not supply towels for members to have lent you one.
We do advise members through posters around the club to use the lockers and due to this incident happening we will look into having a couple of spare towels available purely if this type of incident happens again." The Manager.

- Great ... that addresses my embarrassing admission that I had to dry myself with a hairdryer. I did not even ask for a spare towel as obviously I couldn't exactly go out to the main reception area to request one! In my initial complaint email I said that because of what happened I would actually keep my towel in a locker cupboard while I visit the pool area or shower.

I thought Virgin Active was a reputable gym with exemplary standards, now I am not so sure. "Live Happily Ever Active" is their promotional signature. Even that is a bad pun.
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Mixed

TV - Great TiVo Service
Mobile - Bad bad bad bad
Phone - Its a great phoneline

Internet - We are asking trading standers now to see if we can take them to court. There not listing, there hanging up the phone on us, etc. all because they mis sold something to us. What they admitted but wont do nothing about it.
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Fuyez tant que vous le pouvez !

Prix et offres super attractifs ! Mais après ça c'est le néant !!!
Iphone commandé et réglé le jour même reçu 2 moins après !!!
Quand on appelle on est baladé de service en service ou les personnes sont plus incompétentes les unes que les autres !!!
Quand on envoie un mail c'est une réponse type qu'on reçoit qui n'a ni queue ni tête et qui n'avance à rien !!!
Bref si c'était à refaire je réfléchirais à 2 fois !!! Encore 10 mois d'engagement ...
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DONT DO IT

nice prices on flights to usa, but dont do it.

We payed for extra leg-space, didnt get and and thay wouldnt return out money

food was included on the fligth but we has to eat it with our fingers (no knife and fork - how do you eat rice and so on ???)

they lost our luggage, took them 28 days to find it, and during that time we called and called but nobody would help us with anything.
When we got the luggage back items were missing, so we send a complain form. It has now been 2 months and I have called them every week since the form was submitted, every ime they say somebody will call - I have now heard than sentence more then 150 times since i lost the luggage - only once they actually called me back !

Dont do it !
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On pourrait appeler ça de l'escroquerie

Avec un forfait illimité Virgin facture les MMS (non compris dans l'illimité) à des tarifs prohibitifs ce qui fait exploser la facture, multipliée par 2,5 puis 3... parce qu'avant de comprendre les raisons du dépassement du forfait, il faut plusieurs mois et plusieurs courriers tellement les explications de Virgin sont peu claires. A éviter aussi le règlement par carte bancaire, impossible à arrêter ; préférer le prélèvement automatique qui peut être stoppé à tout moment et donne des arguments dans la négociation. Inutile de préciser que j'ai quitté Virgin pour B&YOU avec un vrai forfait illimité MMS compris.
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GOOD SERVICES, GOOD PLANS

I have changed many wireless companies before choosing to be a long-term client at Virgin. I really like the variety of plans and the quality of customer service (starting from how they treat you in store to how they talk to you and solve your problems on the phone). Also, I got a the best rate for iPhone 4S when I decided to join this network and that was a big +
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AWFUL mobile service

Lost my phone and reported it straight away, was told my simcard and phone would be locked, 2 days later I checked account online and noticed calls were still been made. Phoned back to report this and was re-assured that it had now been locked etc, 3 days later calls STILL been made. Phoned back again and was told the reason not actually locked is because I had not paid for a new sim card!?!?..The first person I spoke to did not mention this..terrible.....also got no reply to my many emails to them...now left them after 10 years...good riddance!!!
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Much better than Sky

Great tv packages with a service not affected by atmospherics like a sat system is and the fibreoptic broadband always runs at max speed.
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Mostly OK, until things go wrong.

I use Virgin Trains, mainly. OK until there is a problem, then the whole organisation seems to go into headless chicken mode. One particular cancellation left me hopping all sorts of random trains, and it took me 4.5 hours to get to London (normally 90-odd minutes). But the worst part was the lack of information- no-one seemed to know what was happening.

The First Class lounge is nice.
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Great flight.. Shame about some cabin crew

I can't knock the flight, but I think that some of the cabin crew should be more aware of what they talk about while disembarking. While disembarking from my flight from the uk to America there were2 cabin Crewe 1x male & 1 x female talking about people walking by. As we walked by we heard what they said about us, so confronted and he just replied, sorry did I as it out loud.
I think this isso disrespectful.
I love Richard Branson and all he does but this sort of behaviour is unacceptable. I will have to consider other airlines now I'm afraid.
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Best airline

I fly to USA and I have tried most airlines, Virgin are the best then B.A
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Slow broadband

I purchased their XL broadband package wanting reliable and fast internet access. When watching programs on the BBC iplayer I sometimes get a message stating 'insufficient bandwidth' which I was assured would not be the case. Very frustrating.

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Virgin Details

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Virgin.com - The global gateway for the Virgin Group

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