I signed up for a 12 month contract - they charged me for an 18 month contract + £180!!!!

We are a student household and where well aware of the tricks and cons that service providers play on students. So on signing for a 12 month contract with virgin I was very firm that the service was only require for 12 months - no more and no less. We were signed onto a 12 month contract - 6 months half price - 6 months full price with free installation . On receiving my contract I noticed that they had not included free installation or 6 months half price as agreed so contacted them to verify the arrangement and to alter the contract papers. Virgin media apologized and agreed to the original terms however a second contract never arrived.. now, 11 months on - i rang to confirm that our contract would soon be ending as i am aware that service providers often overcharge for cancellation fees and such - I am being told that i have been signed into a 18 month contract in which there is a £180 cancellation fee. FUNNY THAT. anyway i wasn't having any of it, after reading many reviews online of people saying the same thing. I basically told them that i wasnt falling for it, that i had asked for a 12 month contract and that there was no way in hell that i woul be paying £180 for an error made by their staff or because of a con. I then spent half an hour on the phone to various useless customer service representatives explaining the issue and asking to speak to someone who could resolve the matter. After half an hour, and after becoming very frustrated at being passed about to incompetent service staff it was confirmed that yes, i had signed into a 12 month contract and that this was noted on my records. I am now waiting for a response from virgin media and i fully intend to rip them a new arsehole.

Looking forward to finding our the cost of my phone bill

AVOID AT ALL COST!!

Terrible, dire, horrible !!

Virgin Media have the absolute worst customer service in the whole world !!! If you ever manage to get through to them by bypassing every tactic to stop you from contacting them then you will be faced with the most disinterested individual who will pass your call to another dis-empowered individual who will promise you the world but you may aswell just dip your available organs into a vat of molten iron as this will probably provide you with a more positive outcome than awaiting any kind of response from these idiots !! Virgin Media = worst conceivable customer service !!

Still a virgin In this relationship but they'll never forget me.

Joined 5 June 2012, took contract just for home broadband in Bromley shop paid £25 got it installed by two clowns one was Ill sweating drilling in my wall, no dust sheet asking me for hoover as I said no get your own, installed it made a phone call lied on the phone about being plugged into computer and left, from that day nothing but drop out speed issues, so I didn't pay, sent emails from their site with automatic replies but still nothing from them.

To sum this up every call they made to me was recorded by myself if I'm paying for broadband and technical support and not get neither one I didn't pay the bill, I have video, photos, recordings and now in the process in passing this to CISAS the governing bodie, The International Dispute Resolution Centre where you can make an online application against virgin media where an adjudicator will deal with case, if there not offering from what there advertising they cant take money for something there not giving, so if there giving half of what there offering they should only get half off what there charging, I'm even knocking on doors to talk to residents to stake down there views, so don't pay stand up be strong, you wouldn't give that money to a stranger so why give it to virgin who don't give nothing back. Excuse the pun

Misselling their products – don’t do it stay with Sky

After years of being battered with direct mail and phones calls from Virgin Media encouraging me to switch from Sky to their services I finally relented last month.

What a mistake!

When I purchased my package the salesman ensured me all evening and weekend calls were included. My first bill told me otherwise! Call costs were more than my monthly rental so I called and emailed to complain. That was two weeks ago and I’m still waiting to receive a response from either channel.

The router they supplied can’t be picked up anywhere else in the house other than the lounge.

The Tivo box is clunky, unintuitive and not a patch on SkyHD.

The App doesn’t let you watch TV outside your home network (unlike Sky Go). Or if it does I can’t work out how to do it, so anyone please feel free to correct me and send me a link with instructions on how to setup.

No wonder Virgin have to do so much marketing to sell their crappy service. I’m counting down the 18 month contract until I can switch back to Sky.

theft

i have been paid all my bil and they send me new bill
and say u have outstanding balance i never take any service with them any more

They trick costumers to get them into contract

I've been nearly 4 years with Virgin after I thought was time to get a good tv pack for all my family, they told me, as a good client, I will get more tv channels than the ones I was getting, also they say that my bundle was costing like £48 a month, i accepted I fell for it, after the installation I had few new channels like nick, boomerang, cartoon... well I was happy with it, the 7 days try went on and I accepted the contract after 1 month, I have problems with the tivo box, there I found out that the tv pack was the same one I had for many years, I haven't received nothing they got me into contract by tricking me, or cheating and now they say that if I want to break the year contract I have to pay penalty.If I new they were wonderful speakers, but rubbish delivering, I don't think i could continue with them, they are really good in offering you many things, after when they get you, they say, SORRY WAS an Error. If any one get virgin check what they give to you if is more ask them, before the contract, if not you will be for 1 year, because that is what they want if not they also want the penalty money..
Malusa from Colchester

Unbelievably sloppy customer services

I have recently terminated my contract. Upon termination i arranged an agent to come and pick up my virgin equipment. I was also told over the phone of a early disconnection fee, which i had no problem with. However, i later received a letter from the company saying i still owed them money. As far as i was aware i had already paid the disconnection fee and outstanding bill at the end of the month in which i terminated, and was give no information to the contrary, in spite of several phone calls to myself from virgin media employees over the following weeks. To add further insult to injury, not more than a few days after receiving the letter, i received a phone call from a collection agency known as BPO. They informed me that my 'debt' had been given to them to collect. I promptly paid the agent on the phone.

I am extremely annoyed at this situation and the way it has been allowed to develop. I WAS NOT TOLD, AT ANY TIME, that i had a further payment to be made separately of my already established manner of payment i had been using for my bill. I am extremely annoyed that no further communication was made to me about the bill other than a letter, a day or so before the BPO agent called me anyway. As a result of this i had no time to pay the said amount. This is unfair trading and unacceptable to me as a consumer. I know we are in a technological age, but a simple phone call solves many problems. If they do not have the required staff to carry out this task, then that is their problem not mine. They should not simply sit back and rely on automated procedures. We are not robots.

Further to that, i received several calls over the past few weeks from Virgin agents attempting to sell me further products. So it seems they have the resources to make multiple phone calls to further your own ends, but very little to spare when it comes to customer satisfaction or well being. Noted.

Ridiculous. I wrote an official complaint.

J9004 found this review useful

VIRGIN MEDIA IS A BUNCH OF LYING SALES AGENTS, INCOMPETENT CUSTOMER SERVICE REPRESENTATIVES WITH POOR ENGLISH & COWBOY “ENGINEERS”

I don’t even know where to start my review. The service from Virgin Media is unacceptable and should be reviewed by Ofcom. I am speechless and appalled by the fact the companies like Virgin Media are allowed to run their business which has no basic standards or procedures of in any way acceptable customer service they would follow correctly.
I have signed up to 30 Meg Broadband package and promised FREE installation by a sales agent. Later I have received a confirmation e-mail which confirmed the installation fee of £49.95. I have called customer services and had to battle the installation agent to give me a FREE installation as promised. He had agreed to give it to me. But, of course, he did not make any records of it on my account. I then received a contract which confirmed I WOULD BE CHARGED for the installation. I felt like banging my head of a brick wall at that point!
Finally the day of the installation has come and I was waiting for the engineer to arrive within my allocated slot 8am-1pm. There was no engineer in sight. I had to make 3 lengthy phone calls to chase this up and finally to make this happen today. I had to cancel my work for the rest of the day. He turned up at 3:30pm (2.5 hours late!) With his unbelievably lazy attitude he barely spent 5 minutes with me connecting the scruffy looking “Super Hub” to my old NTL box which hasn’t been used for 10 years. With no testing or any work done, he just plugged in the router and left! He obviously was in a hurry and had absolutely NO interest in his job whatsoever! I was left with no manual or cable, just “Super Hub” which wasn’t working.
After this cowboy installation I had to make 8 extremely lengthy calls to different departments of Virgin Media customer services incurring a massive £30 bill as I had to use my mobile phone (I have no landline). The main department is in foreign country and some CS agents speak very poor English. It is very frustrating to get any help from them.
In the end I was promised another engineer to visit, but I would have to wait A FEW MORE DAYS. Finally I decided I had enough and called to cancel my contract. People who work in Virgin Media have NO interest in their customers! Still have a doubt? Try it for yourself!

george found this review useful

Moving house? - I think I'll move service provider

I've been with Virgin for a few years now and, apart from being too expensive, they were always OK, that was until I tried to move house!
So...I booked in for the engineer to set me up at my new property well in advance but then as I couldn't complete in time I had to move the date. When I received text messages advising me that the engineer would still be turning up on the old date I called Virgin (twice) to ensure that it had been rescheduled...no problem they told me, the text system hasn't caught up. When my phone got cut off I smelt a rat and called the helpdesk, the guy swore blind that there was a fault on my line and that an engineer would need to be sent out which would take 2 days. My job involves working with telecoms and once I started asking him some technical questions it was obvious he was telling me a pack of lies.....eventually I got my phone back on!! Then on the weekend of my move I woke up on the Thursday to find that I had all my services cut off, this on the very day I need to electronically transfer my deposit money. Once again I called the helpdesk and was given another complete load of tripe about how they have to disconnect you 48 hours before your move so they can provision the new account, I spoke to the manager but got nowhere. FInally I called back and waited until I got the onshore desk...lo and behold I got my broadband back (the only reason they have 2 stars instead of 1).
When the engineer turned up to do the installation he informed me that a cable needed to go in and that someone would show up first thing Tuesday, needless to say nobody came and I'd taken the morning off work for nothing. Just to add insult to injury and in spite of the fact I have a live direct debit with Virgin I get a letter from a debt collection agency telling me I owe them money...WTF!!!! So 2 weeks after moving I still have no phone, broadband or TV, I have no idea how much it's cost me on calls to the helpdesk on their premium rate number and I see that they've taken money out of my bank account today for my (none existent) service...POOR, POOR, POOR!!!!

VIRGIN MEANS FIRST TIME FOR ME IT IS THE LAST TIME

GOT A MOBILE PHONE ,SAMSUNG GALLAXY ACE 11 FROM VIRGIN ON A 24 MONTH CONTRACT,WITHIN TWO MONTHS MY PHONE WAS STOLEN OR LOST .COULDN'T PROVE IT WAS STOLEN RANG VIRGIN TO TELL THEM THEY CANCELLED THE SIM CARD GAVE ME THE NUMBER OF THE INSURANCE FIRM RANG THEM THEY BLOCKED THE PHONE 26TH OF MAR.THEY SENT ME INSURANCE FORMS AND TOLD ME IF I TOOK THEM TO NEAREST STORE THAT I COULD FILL THE FORMS IN AND THEY WOLD FAX THEM BACK AS I NEEDED PHOTO ID WHEN I GOT TO THE STORE THE VIRGIN REP SAID NO WAY COULD HE DO THAT, WAS VERY ABRUPT WHEN I EXPLAINED AGAIN HE MORE OR LESS SAID TOUGH SHIT THIS WAS ON THE 6TH OF APRIL AS I WAS WAITING THIS LONG FOR THE FORMS TO COME 20 MILE JOURNEY WASTED AND £10 IN RAIL FARES .WHEN I GOT HOME RANG VIRGIN TO COMPLAIN WHAT A FIASCO CALL CENTRE FROM INDIA COULDN'T UNDERSTAND A WORD SHE WAS SAYING ASKED TO BE PUT THROUGH TO DISCONECTIONS FINALY PUT THROUGH TO SOME ONE WHO SPOKE ENGLISH TOLD HER WHAT HAD HAPPENED .SHE SAID SHE WOULD LOOK INTO MY PROBLEM RANG ME BACK 30 MINS LATER AND APOLIGISED ON BEHALF OF VIRGIN AND SAID IF I PHOTO COPIED MY DOCUMENTS AND SENT THEMTO THE VIRGIN MEDIA INSURANCE I WOULD BE GIVEN PRIORTY .I DID THIS IMEDIATLEY SENT THEM BY FIRST CLASS POST ON THE 6TH APRIL .ONE WEEK LATER HAVENT HEARD ANYTHING SO DECIDED TO RING INSURERS UP AS THEY ADVERTISE ON RECIEVING FORMS THEY WILL HAVE A NEW HANDSET TO YOU IN 24 HRS " WHAT A LIE". VIRGIN MEDIA INSURANCE SAID THEY DIDN'T HAVE THE GALLAXY S 11 IN STOCK AND OFFERED ME A LESSER MODEL WHICHED I REFUSED SO THEY THEN TOLD ME IT COULD BE 3 TO 5 DAYS BEFORE I GOT A HAND SET I MENTIONED IN THE INSURANCE FORMS THAT FOR EVERY DAY IM WITHOUT A PHONE THEY WILL PAY £5 HE SAID BECAUSE THAT IT WASN'T IN STOCK THEY COULDN'T DO ANYTHING ABOUT IT .SO I DESCIDED TO RING CUSTOMER SERVICES UP AND TOLD THEM ABOUT IT THEY SAID THEY COULDN'T DO ANY THING ABOUT IT WHEN I ASKED TO CANCEL THE CONTRACT I WAS TOLD IT WOULD COST ME £314 AFTER THIS NO MORE VIRGINS FOR ME WISH I WOULD HAVE READ THIS FORUM FIRST RICHARD BRANSON NEXT TIME YOU ARE ADVERTISING YOUR PRODUCTS COME CLEAN AND TELL PEOPLE THERE RUBBISH AND YOU CANT PROVIDE WAT YOU ADVERTISE

Leanne

Worst broadband provider ever!!!!!! I usually don't make comments on forums like this but i would advise people to steer clear of virgin media. I was a loyal customer for about 4 years and happy with the service as i don't donwload alot, but it is used for gaming purposes/streaming/iplayer etc. HOWEVER! We were charged £224 for calls we did not make and when we called them they said we had to pay. I queried the bill and said they wouldn't take money out while my account was under query. Next month another billf or £108 for calls we didn't make! And they turned my broadband off demanding i paid. They sent an engineer over and then it was finally determined i had a cross line. However in the mean time they had taken out the amount of £224!!!! it took 3 weeks of endless calling to FINALLY get them to reinburse the money they owed me AND THEY HADN'T RESUMED MY SERVICES! In the end they reimbursed the £224 and cancelled the £108 charge (I had to just pay the £40 for my package which i was happy doing so).and resumed my services. This WHOLE process took about a month and i had no phone/tv/broadband while sorting it out......SMH. They wouldn't offer any compensation just gave me back my money and said i wasn't allowed to cancel my 6month contract.!!! All well and good until you ACTUALLY need to speak to someone. Worst customer service ever.

Don't be taken in by the hype!

I have just left Virgin Media after signing up to Telewest 10 years ago. Since they began rolling out high speed internet (30, 60, 100 and now 120Mbps) connections the quality of connection has fallen drastically to the point where it is unusable in some areas. I live in NE London and I upgraded to 60 last Aug (because i was being throttled on 30) but the actual speed continued to fall to the point where I was lucky to ge 3Mbps - YES 3- evenings and weekends. The only time it was 60 was around 4am which is absolutely no use to me. It really galled me to see ads on TV and even mailshots in my area touting for new subscribers when they couldn't care less about the ones they already had. eventually after 8 months of this poor service I got out of contract without penalty as they agreed they could not provide the service I was paying for. Just signed up to BT infinity2 and wondered why I hadn't done it months ago.
Areas affected by "high utilisation" as VM call it, have apalling levels of service with no prospect of anything being done about it anytime soon!

www.virginbroadband.info

Every aspect of Virgin Media is terrible.

Terrible internet speeds, poor customer service, even worse engineers. Hard to get in contact with.
Once engineer announced on arrival "did someone from fucking bangladesh tell you that". Our speed is never even half the quoted amount and have been told by engineers not to expect the quoted speeds in our area (South Manchester)!? Every time the connection goes completely down, we are given excuses, "temporary fault" eventually becomes"its your super hub" (we are on the 4th, waiting with no internet for 5th!). Only for several engineers to tell us that they have never had full service in our area.
Very frustrated, will never sign a contract with Virgin Media again.

What they say is not true

I have just upgraded my broadband and wireless, they told me beforehand that it would work from 30 meters away even in the garden, and that I would definatly get 30mb service, well neither of these are true, I cannot get any reception in the kitchen 10 meters away, and my upload speed is rubbish, when I called them they sugested that I change channels on my router, I have been through all the channels and it is still rubbish, I had a Cisco router before and it outperformed this by miles.

Worst company in UK

Have a XL package (up to 30Mb), paying more then 30 quid (line rental+broadband), but I'm getting just ~3 Mbps. Bad costumer service as well. Extreme bad

GIVE THESE A WIDE BERTH

Contacted me in April 2012 to offer a cheaper deal with all the same features promising me it would cost me no extra per month.
When I accepted all was fine for a six months then saw my bill more than double. I only noticed after several months had gone by as I could not login to my ebiiling due to a technical issue of thiers. Contacted them and they basically said unlucky you agreed to the contract so tough.
I have contacted the Ombudsman and will let you all know how I get on

Technically incompetent - atrocious customer service.

I've been with VM for 5 years. Broadband, phone and TV.
In those 5 years I've had about 1 year in total without problems.
12 months to resolve a "high utilisation issue" about 3 years ago.
All services down all weekend on a number of occasions.
The whole area without any services (phone, bb, tv) for 2 weeks at a time on multiple occasions.
Phone cut off repeatedly due to engineers not doing their job properly.
Currently 7 months in to yet another "utilisation" issue - 2Mbps download - that's 2% of what I'm paying for. VM only refund half of my BB charges for this.
The fix date has moved four times since the beginning of the year, and will almost certainly be moved back again before the issues is fixed.
Customer Service is awful. There's a complaint form on the VM site. It's always ignored. Phone the company and nobody seems to know what's going on. Some times its a fault, sometime there isn't. Offshore technical support is staffed by people with no technical knowledge whatsoever. UK technical support staff think they are more knowledgeable than they actually are and can be quite rude.
I already boycott other Virgin brands like Virgin trains, because I've found the same mixture of incompetence and over-priced hype. Once I've sourced alternative providers, then Virgin Media will go onto my list of "companies I wouldn't touch with a barge pole".
Truly, truly, dreadful all round.

RUBBISH RUBBISH RUBBISH

I pay for 30 MB broadband and ever I have 3 or 5 MB broadband or lower.
If I phone to complain, I have no landline, I pay big bucks.
Avoid this company.

RUBBISH RUBBISH RUBBISH

I have been a super hub customer for around 6 months and 2 months ago i upgraded free of charge from the 50 meg to 100 meg speed under the double your speed offer,
Unfortunately i had to resign the contracts for another full term ie: 12 months i never ever get 100 meg speeds even using a ethernet cable i get around 62 meg download speed.
in the last month my broadband keeps going down in total i have gone without my broadband for 9 consecutive days,
when i phone up they say its a problem in my area even though my neighbor's on a lower speed but dont have problems.
i will be seeking advice from OFCOM in the next few days to see if i can get my contract retracted so i can go over to BT.
In my opinion do not give Virgin your Custom they dont deserve the 1 star i gave.

Fantastic, can't understand these poor reviews. But INCREASED THE PRICE MONTHS IN!

I went to Virgin media after a disasterous experience with TalkTalk. I am a student and Virgin had a stall on campus for the first few weeks of term to help students set up. I signed up on the spot and was told my router and internet would arrive in three days. On the third day the router had not arrived so I rang the man I signed up with and he personally delivered the router and set it up for us. Fantastic!
We had one issue with the internet connection, an engineer came out within one working day (I rang Friday evening, he came Monday afternoon) and fixed it right away, turned out to be just a loose connection, at no charge.
I get the 30MB I pay for, but then again I live in Swansea, Virgin's hometown, with cable installed everywhere. Your speed is always dependent on your location so check what speed you will actually get, paying for a higher service if you are in a poor signal area wont help you at all. Best talk to an actual person, in a VirginMedia store, and things will get sorted quicker and better!
But yes, Price increase only a few months in is a joke, checked the fineprint of the contract and they've covered their right to hike up the costs mid contract, shouldn't be allowed though.

If I could give 0 stars I would

A terrible company and appalling customer service. Despite only needing to turn my internet on remotely they have still kept me waiting 3 weeks to get internet access. We moved house and called them a week in advance to ensure as little down time as possible. 2 weeks into the new house and still at least 5 days away from getting internet access.

Unbelievable disregard for the customer.

quite bad.. please read on

I will cover many points here, the first being technical.

From the get go they failed to set up my internet properly, the technicians rushed the job because they were late from their last job and wanted to go home. I wish they had gone home..

Internet wasnt working for 5 days, we continuously kept ringing people to come out and fix it, and eventually when It was fixed it was not 100mb (as promised)

It was 40mb, and despite many weeks and ringing they did acknowledge many times that it wasnt reaching its speed and then eventually they concluded that it was my hardware.. (Are they joking, dual core, wireless N adapter, Ive got everything I need.

Anyway I gave up with them, I dont have time to deal with them months on end and they take advantage of this fact and so Ive been tied into a 18 month contract for a while.. If they dont provide me with a serious refund and improvement of service then Sky will be getting my custom and virgin will be left without any customers, I mean look at the amount of negative reviews on here for gods sakes.

Furthermore, I have complained a few times about speed, oh and also the virgin tivo box always freezes etc, we’ve had it replaced, and still they have glitches, its slow, and channels dont load..

Oh and they were supposed to upgrade us to 120mb Ages ago.

(Im looking forward to it)

However I doubt that it would even put my speed up to the one that I am paying for now! They should have contacted us and offered a discount in my opinion.

Oh, they also sent out a person who said the reason the net is slow is because of invisible electronic interference (like I am stupid). Ive not heard of anyone else who has been told this by a internet mechanic.

Lastly, the calls are very expensive, probably works out twice more than bt’s pricing, and of course 0845 numbers etc arent included.

The voicemail doesnt include callers number either ??

We also can’t withhold calls using 141 for some reason?

Overall. This is a company that was new in the game and I should have realised from the beginning and stuck with sky etc..

Worst company ever

Applied for a 1 year contract and somehow when I rang them up today it was 18 months contract.

The monthly fee was raised after 1-2 months you signed your contract...that's a serious breach of contract.

Extremely slow and unstable internet!!! And they don't bother to fix it. Customer service is close to zero, the website will lead you go round and round.

Bye Virgin Media, I will cancel it even I have to pay a ridiculous amount of cancellation fee. Never use again. I will inform/warn all of my friends.

Don't join Virgin! Be warned

Sould be negative stars. lowest I can give is 1
Marketing genius..promise everything, fastest broadband, great tv etc etc. Wow, impressive eh!! I signed up for a year on XL - 4 TVs, 30mb broadband and phone. THANK GOD THE TIME IS UP AND I CAN LEAVE. Don't get suckered in, DO NOT JOIN -you have been warned.
(We don't do anything odd. TV, PS3 games and Netflix, plus Utube music)
INSTALLATION - drilled hole through my chimney (and me to repair - felt sorry for the guy who said he would be in big trouble....). left cable poorly draped up the garden (promised weather cover never came).
USE -So off I went with the 30 Mb broadband. After a couple of weeks of hassle, it settled down, but then a neighbor took up Virgin too and my problems really began. Internet kept tripping out and had TV probs. Endless calls and visits. New Superhub (must be a law against calling it Super!). Rubbish "ping" in the 100's. speed often in single figures. Finally changed from the default Virgin DNS servers and got ping of 20 or so. Hooray. Struggled on, then got a letter saying speed will be doubled to 100 with no price increase. Sounded too good ( 2 x 30 not 100) new letter saying 60, but no price increase. Service continued to be bad. No sign of speed increase - seems it got put back a year. Did get a price increase though!
I finally gave up on the Superhub, switched it to modem only mode as per Virgin website and bought a high quality Cisco router. Actually OK for a short time, but noticed regular speed halving. Seems they snuck in a traffic managing clause with the invisible speed increase. I found out when I rang to complain about the half speed. They checked the line, didn't like me using modem only mode and ever since, the Superhub does a regular "blip" reset that disconnects my Cisco. Found others with this issue too. Grrrrr! Traffic manage means play a PS3 game or watch a movie and you get half speed and a much more erratic service for a few hours (you get put on the bad boy pipe!) Yesterday it went from 30Mb download to 3 (yes 3) and from 3 upload to 0.5. So unable to play games and movies stutter badly. These are just a few (!!) of the moans. The real lowlight is the Customer Service. They read from a script, don't know what they are talking about and happily lie to you. Looking online, their network & infrastructure are clearly way over stretched -and they know it - but don't care. Can't wait to get back to a decent ISP. I'll never go near a Virgin product again, bank, airline, whatever...and I used to admire Richard, little did I know.
I'm not cc-ing Virgin, not till I get switched

Avoid or you will regret later on

If you ever have an issue your in for trouble. They have customer services teams in the UK and India who don't ever talk to each other, and you have to act as a third party to fill them in on what the other side is saying. Plus the actual net result of their customer service is appalling - seriously. If you don't have any technical issues you might be OK, the minute you do - you'll wish you used someone else

Worst Customer Services Ever Experienced.

Shocking customer services, Foreign customer services are the most incompetent that I`ve ever dealt with. Constant problems with TV and broadband, serious reliability issue`s. Booking days off work, and Virgin themselves cancelling appointment`s without even contacting me to let me know......

Absolute Rubbish - DO NOT SUBSCRIBE

On the 100MB "service" - actually get 1MB in peak hours (yes, that's a ONE).
14 months complaining, and after many broken promises and supposed upgrade in my area, still not fixed.

2 weeks ago VM tried to install a new customer in my street and BROKE the cable serving my house - yes Virgin Media broke the cable.
Now I have no phone and no broadband service.
Despite promises (again) it is still not fixed.

Customer Service - awful.
Virgin Media - incompetent and VERY expensive.

Conclusion - dialup broadband is better than Virgin Media.
Have tried to put 0 stars as the rating - not sure if it will accept. May have to put 1 star, but that is not my real rating of zero.

Just to add - they have twice increased the price mid-contract. Surely that isn't legal as it is not the price I agreed to when I joined ?

Stephen Burke found this review useful

didn't wont the Job

we was going to have Virgin Media to day but the engineers didn't want the job they can't work on Flat roof they are not allowed, also they was very unhelpful keep on making problem so they didn't have to do the Job.

poor at best

Poor at best
They lie (sales/disconections)
They don't offer unlimited broadband (lie).
Too many users slow speeds so you don't always get what you paid for.
Tivo box has no memory, it merely creates a marker and streams it back. You have no rights to watch something recorded if you drop the channel.
The equipment that is offered as 'free' is rented to you. Free install means you pay more. Super hub is only super in name. Most equipment they give you is pants.
Call centres in India reading scripts, not helpful.

Put broadband price up mid contract!!

Not happy having received a letter stating that the broadband price was going up by 10%. I'm sure this is covered in their contract somewhere that they have the right to do this, but morally it is wrong of them to raise the price in an agreed, time specific contract!

Yujin Jang found this review useful

Being charged for calls I did not make

I am being charged for 3 calls I did not make to an 08443440331 for the duration of 329 mins.
I was not in to make the calls.
When I returned there was a fault on the line which was already hi-lighted on there website so no need to tell them (I thought!)
This is apparently no coincidence according to Virgin.
They send round an engineer who looks at the box outside the house and said it has not been tampered with.
I am now charged with a call out fee of £99 - along with calls I have not made.

BIAS help and support FORM

2 or 3 TIMES Superhub modem router stop working. needed a replacement.
2 times my telephone stop working.
and BIAS help and support form.
i just wish BT upgraded my street cabinets so i can move to BT infinity2 or SKY Fibre.
Upload speed is poor compared to BT infinity.
Download speed is good.

Utterly beyond useless Virgin Media

Sign up for deal £29.99 got bill £39.99 soughted out after 8 phone calls

Had 20meg came to double may speed left me with 2meg soughted out after 7 phone calls

Since Jan 2012 internet slows, loss of package, bad jitter after 15 calls and many more emails Virgin admitted they had oversubscrided the service in my area (south Croydon)

Now after 14 months and many many promises I still have no or beyond useless internet.
What more can i say DONT GO THERE !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Super SLOW Broadband

We have a XL broadband package supposed to be up to 60MB but for the last 3 months or so we would be lucky to get half of that. In fact more likely to get up to 5MB or days when we couldn't use it at all.
And we are still paying the full price, if it wasn't for me to call the "customer service" and complain they wouldn't refund us. So we are paying to call the customer services for a problem that they can't seem to resolve.
It's been rubbish and my housemates and I are getting sick of their service now. We've been quite patient but to be honest the patience is gone. We will have to look for another provider.

Most awful customer service

I wanted to contact them to ask my service package to changed ( remove line rental which I don't use anymore) but it has proven impossible to contact them in shape or form.

Virgin's customer service is inexistent! You just don't get throught to anyone, anywhere. I have tried for about 1 hour to contact them in all possible ways including:

phone: recorded messages just keep asking millions of questions, passwords, etc. After all this ordeal, a final recorded message just says: "our lines are too busy at the moment, call some other time" and it hangs up on it.

online form: again, you just waste minutes and minutes filling in useless information they require and when you submit the form, the website crashes. You then try again another 3 times and the website just does the same thing.

This is unacceptable! I'll basically suspend my payment and wait for them to call me. It's the only way I'll be able to speak with someone.

Stay away from Virgin!

What Customer Service?

This company does not care about its customers at all - I wish Id listened to some of these reviews before joining with them, and now I am stuck in a contract where they seem to just charge whatever they feel like from month to month, I can pay almost double in a month than what I was first quoted and accepted but no one on the phones knows why, no one responds to email complaints and so I have finally resorted to writing a letter.
Useless customer service team, impenetrable complaints team and just all round worst company I have ever had the misfortune of doing business with

crap broadband

1st house we lived in for like 3 years had the best broadband ever but the down side was the phone line was down as we did call to get it fixed but they never did.
we now live in a flat for almost a year and now have the worst broadband ever and great phone line cant win with virgin. terrible!!

"high" speeds, crappy stability/support

Do not sign up for virgin media, they are one of the richest companies but have one of the worst connection lines.
They focus everything on increasing MAXIMUM (key word) speed possible, then using this number to charge you a very high amount.
However, they come with frequent disconnections, terrible customer support and their "superhub" is nothing but an overglorified 1980's modem/router combo, it's absolutely disgusting.
You have been warned, this company is very very bad with customers and stability, you will have no end of headaches with them.

Superslow Broadband - Super Unhelpful Customer Service

Easily the worst customer service ever.
Paying for (upto) 50 meg fibre optic for the last 8/9 months.
I can't even load a youtube clip 9 times out of 10.

never call back when they say the will, and I have been lied to twice.

Garry Hamilton found this review useful

is there a way to put on minus points?

I phoned Virgin asking for a home mone they said Ok that's fine this means a new contract and we will do it for next week. They agreed a contract over the phome and as you can imagine my horror when I received a written contract by post, totally wrong and guess in whos favour? (exactly no surprice). Considering I have had this done to me once before, I decided to ring them, they could not even find details, how annoying, they then said we have made note on account and will honor the agreement but when I insisted on a written notice the said but we have it on our record and the call is recorder, I disagreed and said I want something in writting so they offered to e-mail, I am now waiting for the mail. Honest opinion, Don't bother!! if you want peace of mind.

Garry Hamilton found this review useful