Virginmedia reviews

Virginmedia reviews

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Greedy Virgins, becoming a burden

I just bought the internet package. No cable, or phone. THAT'S HOW I WANT IT. The internet is fast, but it stops working quite often. I'm already paying 25 a month for spotty internet just shuts off for no reason, but they have the audacity to send me the same stupid big ass pamphlet with the pictures of the happy stock photo family in the mail almost every day (Not very eco friendly are they?) , call my phone numerous times, all to get me to upgrade to phone/cable so they can make more money! They are incredibly pushy and even kind of mean on the phone when I tell them I am not interested, and I do not answer any more when they call, which is why, I presume, I found a little card from a virgin media rep in my mail who stopped by for a visit. Glad I wasn't home. Come on, you are going to bother me at my own home now? Is this how you treat your customers, like a bunch of piggy banks? If it wasn't for their invasiveness, i would not be writing this bad review but this is starting to really get on my nerves! Also, the router is a piece of junk, I have to sit pretty much right next to it to get a decent signal. The guy who installed it went through 3 routers that did not work (brand new out of the box) before he installed this gem. tl;dr: leave me alone you bastards
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Years with Virgin now they want to steel our money

So disappointed and angry with Virgin Media. We have been with them for years, last year we simply downgraded our package and several months later sold the house sooner than planned and moved away, when we advised virgin of this they advised that so long as a virgin media customer either new or already with virgin was buying the house we would not be expected to pay a cancellation fee; we should not be required to pay one anyway the amount of years we have been with them albeit with a change to our existing contract. Now that the new people have moved in and us out (they are existing virgin customers) they have told us we have to pay a considerable amount to close the account. they even closed down our service a week before we required them to do so and we had to contact them to reconnect it. We have not paid yet and will be challenging this request, they have said we have to write to a P.O. box number just to long it out a bit more and make things more difficult. I agree with previous complainants, the service has not been great I had continual problems with my internet service, I would not recommend them to anybody.
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A triumph of style over substance!

Lovely leaflets, really cool ads on the TV, Branson's Teeth, nice logo, energetic bright sounding sales people...absolutely bloody useless service!

We ordered TV, Broadband and landlines.

Problems started with the install when, although their surveyor offered us white cable to blend in with our exterior when the installation blokes arrived they said the immortal line 'He shouldn't have told you that. White cable cracks in the sun'. Then they installed BLACK cable...incorrectly as it turned out. Because when one of their senior engineers came round to sort it out he discovered they'd completely connected it wrong and what's more he said that of course white cable's okay - it just takes longer because they need 2 cables. Admittedly he was really good - Virgin should hang on to him!

Then we decided that the actual TiVo interface was not as good as Sky and cancelled the TV.

Then the broadband gave up - 4 days after final installation. Called Customer Services who said it should be back on 'at approximately 9.35pm'. APPROXIMATELY 9.35pm?! It wasn't even on at approximately 11.00pm - so I have had enough and cancelled the lot.

Truly a triumph of style over substance.
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RUN AWAY

This is only about broadband because it's the only service I'm using. Got internet from Virgin in November 2013. Since then - frequent disconnections, requiring the reboot of the router and usually that helped for only a few minutes. Cannot rely on the connection to work from home or to Skype at all. Made countless phone calls to costumer service, every time they had me try a different thing, but that was just to shut me up. They even said they had a "fault in the area" in January 2014, and it took until April for them to fix (?!) it. Of course, the service continues to be just as bad.
Out of my friends that have Virgin Media, most of them complain about the same issues. Can't wait for my contract to expire and to switch. I don't recommend them to anyone.
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Fast internet but comes at a rip off price with poor after service

My internet was off for 2 weeks due a fault at their end no fault of my own, they refuse to half my bill for that month
£25 a month for 30mb is a rip off - plus they throttle the speed during peak times - so im paying for 15 mb
I have a sim only plan with the 3 network, in my home I can get 4G which speedtests at 42mbs - so less then half the price of virgin for a bit quicker. Good ones guys.
They send letters everyweek to my house trying to sell some rubbish deal - but they charge for paper billing, how does that work??
I am supposed to be getting a free upgrade to 50mb soon but I still don't think it is worth the money
I think next time I will try sky fibre optic as that is truly unlimted
Cannot wait for my contact to be up with virgin and leave, I am sick of lining the pockets of Richard branson
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Customers last priority- Think again -Best to avoid!

I have had Virgin media on two different occasions. The service was extremely poor. The customer services was a waste of time, infact aggressive people!
Had to write couple of times- got ' sorry you are unhappy and someone will get in touch' no response after years!
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Great If You're Happy To Have No Internet For A Week - Virgin Media Think It's Acceptable

Basically I was a happy customer. But recently I've been praying BT would bring fibre to my area as I am desparate to leave, but they have a monopoly in my area.

Firstly, I was on the top 120Mb package, and only got it in order to get the unlimited backup. Then all of a sudden they want to charge £324 a year for a replacement that was limited to 500gb. I complained and got childish responses like "You get 5Gb for free, and it's a fantastic service. I went to take another copy of my backup on an old PC and when I restored the backup, I found other people's files!!!!! I previously had files I was uploading that weren't appearing in my account and it took 2 months to resolve. Now I think I know what happened.

Then I come home from work, and found the internet was down. The status page (some 8 hours apparently after the fault was reported) said everything was fine. Then got told that it would take 7 days to fix. I kid you not, and they told me that as long as it stayed down that long at least I would be compensated. When I asked how much, they said £8 plus change!!!!

I often work from home, so phoned customer services to see if they had alternatives (maybe using my phone line), and basically they just lied to me out right, telling me a manager would phone back. They even told me to keep restarting my modem every 10 minutes. I saw a Virgin engineer on my street and he could not believe the advice I was given, as he said I would be wasting my time.

I've written several complaints, nobody gets back to me. Some people on their social media team can't seem to query a webpage that is open to the public on the Virgin Media website.

Bottom line, if you can avoid you should. If you are forced (as I am) to go with them for decent speed, I would say don't waste your money on extras, get the minimum and expect to have severe disruption. In 3 years, this is the third time I've had distruption for more than a day.

Given I often work from home, I'm going to look at getting 4G MIFI as a backup option.

One other piece of advice, is during the day you seem to get staff in the UK and in the evenings I think you get a call centre in India and the quality of service and levels of honesty drops dramatically, I get the impression they want to get rid of you, maybe they are paid on the number of calls.

I hope my review is helpful.
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Steer well clear

Would have given zero stars but unable to do so. I was charged nearly £200 for ending my contract when I moved home to a non-virgin cabled area. I said I was happy to take the services but there was no Virgin capability in the area. They told me I shouldn't be moving then. How can they justify this comment. Isn't it they who have equally broken contract by not providing me with the services at my new address? To add insult to injury, we are OAP's on a very limited budget. Steer well clear.
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Shocking

I have had nothing but trouble with virgin. They have messed me around so much. At the beginning they tried to take a few months worth of payments which back fired then they sent us late fees which I refused to pay as It wasn't our fault but theirs.

Then I am currently in process in buying my first house, so it is quite a stressful time for me and they rang me stating I had moved out of my flat and someone was trying to install virgin media. I told them to just transfer it over to them the contract they said they can't. I also found out before this that where my new house is there is no access to virgin, not my problem but now they have told me I have to pay cancellation fees which I can't afford. I was just going to carry on my contract in my new home when I move in and didn't have a clue I wouldn't be able to. They are losing customers having this approach and just robbing people trying to get as much money as possible. I would never recommend them to anyone. Please be aware if you want to move house they will charge you if there is no access. I will be taking this matter further and put up a fight as it is not right.
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I was actually, at one point very happy and would go back

--> IF YOU LEAVE VIRGIN MEDIA CHECK YOUR CREDIT REPORT <---

I was pretty happy with these guys for a long time and was a customer for 3 to 4 years, however with the increasing amount of deals new customers were getting and existing customers getting consistent price increase and getting shafted i pulled the plug and switched, to other well known guys.
my biggest bug bear apart from them not matching my new price is this, i paid on time and all the time in full and never failed, they took the payment by direct debit so called the shots, upon leaving them i then happen upon my credit report after refused credit only to see a late/non payment notice on my report from VM. after weeks to sort it out it finally came off my credit report, however this notice caused a rejection to something i needed at the time, which is unforgiveable
(i actually think their customer service is top notch, and thought extremely highly of them) but i will not be going back.
they seriously need to move away from the model which means existing customers carry the financial burden of new customers.
the day when a broadband provider says 'hey you have been with us for 3 years, here is a reduction to your bills per month of 5% for every subsequent year' on this day that provider will have a customer for a lifetime!! why is no one doing this?
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not happy with service

I run a hotel and organised a cancellation date, in which they cancelled me 9 days before. Not very good as they left me with no phone, no internet and no t.v therefore couldnt accept bookings for rooms, couldnt access emails to check bookings coming in, cost me a lot of money in the end.
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Zero star service, but had to select 1 - THEY DON'T DESERVE A SINGLE STAR

Virgin Media display a shockingly poor attitude to customers and do not in any way go out of their way to resolve issues. They lie to customers, engineers do not turn up for appointments and they do not provide promised refunds. I would recommend going elsewhere if you have a choice.
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60mg broadband turns into 2mg.

Have had 2mg broadband for three months and virgin media have done NOTHING about it. All I get is a new fix date every month. Customer service is shocking as they are unwilling to let me cancel my contract or give me any decent reduction in my bill. Should have stayed with sky.
BOTTOM LINE IS DONT BE FOOLED BY VIRGINS PROMISE OF SUPERFAST BROADBAND! Will probably only get 6mg from the 100mg on offer
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Shocking

Want a slow, unresponsive and clunky interface to navigate? Want to watch something on iplayer with constant pauses, error messages and interruptions? If so, Virgin media is for you!

DO NOT SWITCH FROM SKY for this rubbish, sky is FAR superior. I'm now just counting down the days until I can get out of the contract. What a shambles.
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A lot of money for not a lot of service

I am just about to leave Virgin Media after quite a few years with them. their prices have increased rapidly and their quality of service has declined at the same rate. Customer services ( the name itself is a joke as I have yet to actually receive any) is incapable of dealing with anything that does not run on their tick sheet and involve you turning everything off and back on again. They then book you a technical visit on a day that you have already told them you will be out and then accuse you of forgetting!!!
Their latest statement to my issue with their WiFi broadband is that although they supply me with the equipment and package they cannot guarantee that I will actually be able to receive WiFi or do anything about it. When they ran to the end of their script in my last call and didn't know what else to say they simply HUNG UP!!! Terrible, terrible, terrible, buyer beware this is no longer the same company it once was
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My Virginmedia experience? Surprisingly good!

I always think when an organisation does well one should take time to say so - I am having to leave Virgin Mobile but I expect to be back one day ... I just wanted to record that I cannot fault the service I have had which has been honest and downright friendly and even though I probably fit into the category of "auld fogey" I had no problems understanding any of the staff I spoke to, British or otherwise. One has the impression of a lot of young people trying their best to satisfy their customers and as far as I am concerned, they've succeeded.

All the best.
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Lots of people are now able to say "I told you so"!

Where to start.....

Listed below is the time line of events:
1. First week of January, letter received through the post advising that Virgin is in our area. Called your sales team, was advised that he would have to call me back as our house number was not listed on your database.
2. Two days later a salesman called back and advised that the engineering team had looked at our property and confirmed to him that we can have the service. I placed my order that night and had a £25 deposit taken from my account a few days later.
3. Full welcome pack received along with the promise of installation shortly.
4. On 27/01/14 a letter was received advising that the work required was more involved than usual, however we were not to worry as installation would be completed within 4 weeks of receipt of the letter.
5. I cancelled Sky with effect 1st March and paid early an cancellation fee based on the installation time scales provided in writing. Please note that this date allowed a further week on top of the 4 stated within the letter received.
6. Received a voicemail from the construction team on 06/03/14 with a brief message stating that our installation does not fall within your set budgetary limits and so our account has been cancelled. No contact number/discussion was left open to me.
7. Called the number on your website and jumped through numerous agents and departments until I was finally placed through to the construction department. I was advised, rather bluntly, that the decision has been made and that it shall not be reversed. I was also informed that I should understand that if an installation does not fit within the budget then Virgin cannot be expected to proceed.
I asked to speak with the complaints team and was placed on hold, eventually I hung up after waiting for 26 minutes with no one coming back to me to explain what was happening.
8. On 07/03/14 I once again tried to get through to the complaints department, after 1 hour and 33 minutes (my office phone records the amount of time spent) and multiple disconnects later I was finally advised that there is no central complaints team. I was informed that the only way I can make a complaint is to write a letter to the head office.
When I pointed out that your website states that you try to sort out complaints via the phone I was told that I was not a customer and so could not complain, the fact that I have a customer account number and that Virgin have already taken £25 from me does not apparently count.
9. Letter sent to the Swansea branch was ignored, it was sent via recorded delivery and Royal Mail's site shows that it was received. Three weeks later and nothing.
10. Called again and asked to speak with a senior manager, as per their code of practice. Was advised that this was not possible and asked if I had tried the contact us form on their site....... I have now sent my complaint off to the ombudsman.
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Continued to charge after account cancellation - refused to admit error or refund

I had an 18 month contract with Virgin to supply TV, Internet and phone. During the first few months of the agreement they, without fail, screwed something up with my bill every month which resulted in hour long conversations with their team who would eventually assure me they'd corrected it. It wasn't a great first impression. Fast forward to the end of the contract and I call up to cancel and inform them we're moving to a new provider. I ask that I be able to keep my phone number and they say this shouldn't be a problem. When Sky took over the line they said that unfortunately Virgin hadn't been able to give them the number so they had to give us a new one - kinda frustrating but not terrible. 8 months later I realise that Virgin had continued to charge me for the phone line! The first 4 months were covered by a "credit on the account" so I didn't see any funds leaving my account. The next 4 were relatively small amounts and I just didn't notice them till March 2014. I called to inquire and they said that as Sky never took the phone number they "kept the line open" and continued to charge for it. Sky have sworn blind that they requested the number and that Virgin denied them. There is only one phone line in my house and it's with Sky! They have continued to completely deny any error and refuse to refund the money, advising that I put in an official complaint with an independent adjudicator. Unbelievably frustrating. I will never use them again.
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They Virtually Called Me A Liar

My V+ Box started acting up so I rang on a Saturday and organised a visit for the following Tuesday afternoon between twelve and four o'clock. When nobody turned up I contacted Virgin and they told me that I had rung the previous day to cancel the visit. I told them I definitely had not but they would not believe me even when I strongly denied the accusation repeatedly. When I asked them why would I cancel the visit and then ring up to ask where the technician was they completely ignored me and wanted to know if I wanted to book another appointment. The person I spoke to was arrogant and indifferent, he really couldn't care less. I've not booked another appointment but I am getting Sky and cancelling Virgin. Dreadful customer service.
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Love the services Virgin Media provides.

Great broadband - 152Mb!!! sooo quick, thats all that needs to be said!
TiVo - second to none - the most comprehensive TV service in the UK bar none. It has catch-up (they invented it btw) On- demand, remote access via TV anywhere, stream more channels than any other service such as Sky Go. Wishlists(pick a word and it'll record anything with that word in it or actor, or subject...) Ability to connect all boxes in home and watch one show recorded on one box on another (multi room streaming) Suggestions (based on your preferences using thumbs up/down on the remote). Netflix and more to come with Amazon looking like they are getting on board. YouTube channel.
Phone service - free calls to anywhere all day long, plus my Virgin Mobile uses my home phone plan so I get the same free calls when I'm out and about as I do at home using Smartcall.

I'm a very happy customer and these sites can often be used to berate companies and I think that this site deserves, nay needs a balance opinion. :)

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Virginmedia Details

About this company

Broadband, cable TV, landline phone and mobile services from Virgin Media. Order online for the best broadband, cable TV, phone and mobile deals.

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Virginmedia is ranked 87 out of 87 in the category

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