Virgin 

ABSOLUTELY USELESS! NEVER A GOOD WIFI CONNECTION. MOST OF THE TIME CANNOT CONNECT TO THE INTERNET. IF YOU PHONE THEM UP, THEY SAY EVERYTHING LOOKS FINE FROM THEIR END AND THEY NEVER BOTHER TO INVESTIGATE. I MISS BT!!!!

oh my goodness Virginmedia , in simple words Terrible service and hidden hefty fees , they treat their customers as fools. I wouldn't recommend this to anyone.

Could do better especially for the price.

Avoid or regret. terrible customer service. terrible unreliable internet service keeps dropping out. spent 7 hours on the phone to sort this and its still dropping more than 9 times a day.

The first time I called to set up an account the customer service advisor I spoke to took 45 mins to set me up which seems far too long, spelt my name wrong and when I said I could get a better deal online he told me I wasn’t allowed to because we had already started the process on the phone which I think is unlikely and found his tone rude and pushy. Luckily the second person I spoke to had much more information and was able to help. This was after we had tried to cancel and buy online instead. Given my experience with the first advisor I was surprised this was the first impression given to prospective customers. If there was fibre cabling from another provider in our area I would definitely choose them over Virgin. I was disappointed and left with the feeling that because of Virgin’s technological superiority it put no effort into customer service. Virgin can be as useless and frustrating with customers as you like because when it comes to fast broadband most people don’t have any other option other than Virgin so you’ll make the sale either way. Honestly, I was surprised Virgin’s customer service advisors we’re so inept.

Update just had virgin on text , this guy doesn't listen and has no power to sort out any problems no name just another person with no power to do anything , why do they bother there are totally useless Richard Branson should be ashamed to be linked to this failing company first virgin trains now this ill never trust anything virgin again what cowboy company

AVOID AVOID AVOID ..... appalling customer service and disgraceful attitudes ..... if everybody just boycotts this horrific company, maybe just maybe they might start listening. When i told customer services i will leave at the end of my contract the reply was, 'thats fine we have miilions of customers' 😮😮😮 THEY DONT EVEN DESERVE 1 STAR

I have been shocked by the appalling customer service. Last October I called virgin to change the address of my house. I explained I was not moving house just changing the address of the building. I emphasised do not cut me off!

They cut me off saying I could no longer service my house as the could not from the new address.

I have tried calling oceans of times each time waiting in line for ages at my cost. Each time I was told the representative would sort my issue of no phone, broadband or tv. The phone and internet are vital for my business!

Eventually I managed to get through to a higher ranking person wh promised me that they would send an engineer he also informed me that I had been paying far too much for my package. After arranging a new package for me and the promise of an engineer I at last thought I'd made progress.
The engineer duel arrive but said he could not complete the connection, he left the equipment in my house saying he would come back to complete the job.

This fiascos began in October last year he came back yesterday only to say he still could not complete the job though he did connect the WiFi hub and the tv! The WiFi does not work nor does the tv!

In the meantime I have been paying virgin by direct debit for nothing.
This is a shambles to say the least. Getting through to anyone who can help seems impossible. I can’t even get through to lodge a complaint to virgin.

We changed to Virgin six weeks ago. When we got two phone bills we realised they had not transferred our land line to a Virgin line, so we asked them to sort it out. They told us we had to terminate our old landline so that the number was available for our new line. We did so. The engineer came today and told us he could not allocate our old number to the new Virgin line as the other line was now dead. We called the helpline in India to be told that Virgin cannot reinstate our old number - we have to contact the previous provider.

This is not our problem - we followed the advice given, and if that advice was incorrect then Virgin needs to sort it out, not us!

The response from the highly trained employees is not acceptable and not good enough - there has to be some 'give' in the system so that Virgin can rectify the mistakes it makes.

We should also be reimbursed for the cost of the phone line so far because it has not worked until today.

Please can someone from Virgin make contact in a reasonable manner so that this can be sorted out with minimum stress and hassle. Thank you

Unfortunately in order to leave a review I’ve had to award them a star. Even this is more than they deserve after the ordeal I’ve had with them. My father is housebound and has dementia. His tv is his main/only entertainment and his phone is his lifeline to contact family, friends, doctor, care workers etc. He wanted to move to virgin to benefit from their sports packages. I organised the installation online for him. The engineers arrived and after some time admitted they were having problems connecting the phone. They left after assuring me they would return the next day with a senior engineer to set it up. I told them that my father couldn’t manage without a phone so they assured me again it would be fixed the next day. Four weeks later, after many calls to them, promises of it being fixed with 3 dates put in diaries, frustrating conversations with various customer services staff, rude and insulting comments from said customer services staff, the purchase of a mobile phone as a temporary solution for my dad (having dementia it took nearly a week for him to learn to use it) the virgin phone was eventually connected. I made two formal complaints neither of which they’ve responded to. The whole experience has been so frustrating and absolutely shocking. After taking a significant amount of money equal to 3 months of payments from my dads bank account they agreed to wave charges until the contract was honoured in full. They also agreed to reimburse for the cost of the mobile phone my dad had purchased. Unfortunately when I queried the money they’d taken and requested they reimburse it back to my dads bank account they told me it couldn’t be done and gave some confusing reason. They then started to change their mind about a full refund and only wanted to refund the phone part. I challenged this only to have them put the phone down on me. After calling them back I struggled to understand what they were agreeing to do (Indian call centre). I’d like to say a big thank you to Heidi at the call centre, by far the rudest person I’ve ever dealt with as a customer. Heidi told me to “do the maths” when I was querying the bill. Sorry I don’t know her surname as she refused to give it. She gave me her employee number which I had to ask her to repeat a number of times as she said it so fast.
The whole experience has left a very nasty taste and as a virgin customer myself for many years I’m now looking to move my contract. This is a behemoth of a company that has completely lost its way with absolutely no customer focus. It truly deserves its 1 star rating.

I had a 30 day rolling contract with Virgin Media at my old place. The reason I chose the more expensive temporary contract with them is to have the ability to cancel at any point in time. I have been trying to cancel my account since April. I was told it was cancelled twice by 2 different Virgin media employees now, but I keep getting charged new bills. My account online looks completely active. Even though I have not lived in that place since mid April and while speaking on the phone to them they said they have not been providing service in my old place anyway, I keep getting charged. I searched online to see lot's of people have had this issue with virgin media before. I have now got a confirmation email saying I have left, also an email on the same day of a payment I made to close the account. However, I keep getting new emails. I also have a chat transcript which clearly shows the lack of clarity between different teams in Virgin Media. The customers are literally taken for a run for their money. If you or I did this we would be branded thieves. Somehow despite many complaints I can see online by people, Virgin Media are managing to escape.

If your planning on taking out a phone with virgin let me be the voice in your head that starts to say don't. On the surface the deals are great i mean £45 for a iphone x with 40gbs of data a month is mental when compared to the prices that 02 and ee offer but that's about where the good stuff ends. The customer service is pathetic i mean getting put through a laptop in India is good and all but when you call about the same problem 15 times and its still not getting resolved then whats the point. Couple that with the fact that Yodel steal orders (as what happened to me with my Iphone 10) and you truly have the worst company I've ever had dealings with. If your going to buy a phone then juts get it out right from apple or wherever and just get a sim only deal that way you're not tied down or bound by anything.

Absolutely shocking customer service, internet goes of every hour, been told every excuse including told not to ring back for a week as they were monitoring it, which I was told by another adviser isn't a thing, when I ring them because it's of they say have you reported this before YES everyday for the last 6 weeks

Yesterday had Guy in to fix my WiFi. He was kind helpful and knowledgeable. He came on time, great service from Colin. Although had to wait over 2 weeks for appointment, no Wi Fi FBook Pals nearly deserted me!!

No longer a customer, thankfully, but my experience of Virgin was awful, loads of extra charges and no gesture from them to try and keep you as a customer, really hard to get through to someone who can actually do something to address your complaint and then they don't bother

Obviously virgin do not care about these reviews, but I will submit one any way.
My wife has been using Virgin mobile for several years, but did not purchase her phone from them.
As her phone was old and not working 100% and being constantly bombarded by mails shots trying to get her to take a phone and contract we relented.
Phone was delivered next day but connection was over a week.
Phone (LGK8) worked for about a week then stopped.
Now the service is slow, eventually we receive a returns package and returned the phone, (all the time now we have no mobile).
Over one week later we receive the phone back with a letter saying the phone had moisture in and would not be repaired.
This phone has hardly been out of the house and certainly not been exposed to moisture by us.
So now what? we have almost 2 years to pay £6 a month for a phone that worked a week. We had the same issues as I have seen on the internet where the logo just flashes on and off when switched on, nowhere is anyone suggesting it is moisture. Will take advice here as this is not correct, if you bought from a shop it would have been replaced.

Was good to start with, but over the past 4 years has got worse and worse, never sure how long it will be on for, 95 percent of the time it's off. Virgins support people can do very little to help, often quoting 3 days for an engineer, when you're paying £50 plus for internet is very poor indeed. Will never recommend them, they have totally lost my trust.

Every day my broadband stops working for a few minutes, very annoying. Virgin are aware of this as it affects the whole area, that was 6 months ago. Need to be sorted quicker.

good service and always been happy, however, the internet comes and goes and needs to be addressed. Costs a lot of money and time to get a temporary fix.