Virginmediabroadband 

The worst customer experience I can recall in a very long time and unfortunately for me, it's still not even over.

For weeks now I have been trying to cancel my rolling/flexible contract. I’ve been trying two different live chat options through their website for several hours every day, one for complaints and one for moving home. I’ve not had a response on either: it’s burned hours out of my days waiting and chasing for any kind of response. I’ve called their registered phone number and its automated message tells me I have to use the aforementioned live chat forums. I’ve even messaged them on Twitter, Facebook and Instagram; all without a response. A horrible experience and hours lost for what should have been an easy task.

Their Virgin Media customer service department is either massively incompetent or deliberately making leaving them hard. Both may be true.

Our broadband at home which is meant to have direct fibre over 80meg us shocking. Keeps dropping out, very intermittent and stops my grand daughters monitor working which is really dangerous. Keep calling holding each time over an hour and just like there broadband it’s stops out. You can even watch films on our virgin media package as saying connection not strong enough as only showing 37%. Can’t get through to anyone and even if u decide to cancel my broadband probably won’t be able to get through to do it. I am now going to ofcom as they can’t keep getting away with such bad service and can’t get through to faults or customer service. Really poor service

Sh*# service these motherf****** should be out of business. They have no respect for customers and they have no competence of any kind.

I’ve had a noisy phone line since February. Several visits and wasted days in. They laid a new cable in July. It was the wrong one and the earliest they could lay a new cable was 10 August. I stayed in all day but no one showed up. I called customer service waited 20 minutes before being immediately disconnected. After I logged on to my account I see they have moved it back to 11 September. Another month with a noisy phone And no one told me they couldn’t keep the August appointment. Dire!

Terrible service. I have spent two hours over the past week trying to get through to a person who can help me with the fact that the router does not reach the bedroom in a one bedroom apartment. I have been told to buy a booster multiple times, despite telling them when I got through to them over the phone that I should not have to pay extra for a service I should have anyway. With Virgin, the customer is not always right, and it is like sitting opposite the 'computer says no' woman from Little Britain when liaising with them. Clearly they adhere as strictly to the bare minimum required and don't really go above and beyond. They aren't that type of company. They hooked me on their good speeds and cheap costs, but if you need anything else from them don't raise your hopes.

This low score rating is out of frustration trying to contact Virgin Media. I need my services moving to my new home. It’s impossible to speak to anyone and I have used the messaging service via My Virgin Media without a sniff of a reply.

I am paying for a service that I can no longer access, I would like to stay with Virgin Media but so frustrating not being able to make contact! Come on Virgin Media please sort this out!

Oh Dear what has happened to Virgin Media
it used to be fast reliable broadband. Now it's the complete opposite regularly going down for entire days. Customer service has become terrible. In our latest issue the broadband has gone down so I ring Virgin Media at 8am and wait 20mins to get through to someone (I appreciate this maybe because of CoVID-19). I inform them that my wife has a very important online appointment and we have no broadband. "Don't worry sir your broadband should be back online by 6pm". I say "That does not help me as that means my broadband is essentially going to be down the entire day and my wife's appointment is at 1pm". His reply "Sorry to here that, you have a great day now". Now obviously looking elsewhere.

Shocking customer service, trying to cancel when you move out of your property is a nightmare. Will never use this company again, the sales team are very rude and start asking loads of questions. The website is a waste of time stay clear of these jokers.

Shocking service! Superfast broadband that can supply all the family, can't even supply a mobile phone! No links to contact anyone, shocking company can't wait to get rid

After an awful call to virgin earlier today I got to talk to a lovely Scottish man an hour or so later when I called back to cancel my services.
He was really easy to talk to, helpful and really knew what he was talking about! A first for sure from virgin.

He did everything he could to help me figure out why my m200 broadband has always ran slow it's so bad I can't even load netflix and watch a show! In the end I decided to up my Internet to the m350 no he did not persuade me at all, in fact he told me to wait to see if boosters worked!
I wasn't planning on keeping virgin to be honest I think they're really bad and staff can be rude and unhelpful luckily not all of them (I do wish they were all UK based though it would stop the language barrier that can be hard to explain/ understand each other but I guess it's costs involved having to pay UK staff more, shame on you Richard Branson a billionaire too) but since I'm not one to give up easily I thought I'd give them another try and pray for a better broadband outcome.

I don't know if it will be any better of a service but so far it's working in every room, he talked to me about the virgin connect so I could check the connection in each room which I installed immediately and am thankful for.
This man was a real pleasure to talk to, genuinely he really was. Because of him I have stayed a customer.
I did push for a better deal because I think virgin is expensive and after a year of paying for lost signals and constant annoyance because everything in this house connects to Internet even the door bell, I was ready to give up on them because nothing works with no signal (anyone with lights connected to alexa, go see how strange it is using switches now! My kids didn't realise they could use switches when the broadband goes off!!)
Not only was he really calm and nice but he tried and checked 4 or 5 times to get me the best deal he could and actually I walked away with a smile tonight after a pleasant experience and a giggle whereas earlier I was so hateful and bitter after talking to a woman who knew nothing, she spoke over me interrupted me throughout and offered me a deal to pay more for less.
She told me I didn't need to give notice.... Yes you do! it's 30 days for any contract, so she would have landed me a bill that I didn't expect and another month paying double to from what I have been paying
Not cool.
The online team gave me a bit of a better deal but nope they didn't make me want to stay!
Thank goodness you do have a few angels working for you, a saving grace for the lack of compassion and care from the 4 people I spoke to today before him!

Whatever your name is (I didnt write it down, I'm so sorry) I thank you sincerely, you know who you are!
And I hope you got to the pub!
Guys I hope you all get to speak to the guy I spoke to, he fixed my Internet my trust in virgin and got me a fab deal on top plus a free booster!
Faith restored and Internet TV I can watch and the kids are happily gaming uninterrupted

Happy customer for now fingers crossed it continues

Really lost confidence in Virgin media. The installation date was changed so I waited home for an installation engineer who never showed up. I tried contacting Virgin to find out when a new installation date would be but Virgin were impossible to contact.

Very poor customer service and im still waiting 6 months for a reply back from them concerning my weak WiFi signal and constant cut-outs.
Customer service couldn't even care about the problem and lie about testing your system as I found out when I had the hub disconnected and was told it was running perfectly. Would not recommend to anyone that wanted a decent service

Appalling customer service. We have run a slave cable from neighbours for whole of the contract, around 18 months and Virgin never fixed it despite multiple calls. The quality of the connection has been hit and miss, and Virgin never once accepted responsibility. They beat you back by a) having you trapped in a contract and b) beating you down by refusing to give customer service.
When you call you never get answered within 20 mins and that is before Covid. Indian call centers who don't understand how we speak, who can't give you an answer. So more holding the line and more being bounced around departments. Cut off regularly. No records taken of calls. Do not believe us when we make a point.
Then they terminated our contract even though we did not ask for this to happen. When finally we got hold of anyone and managerial level they said contract was terminated by us, and now they can't access the file and so won't compensate for rubbish service and can't confirm that we did not cancel the account. It just sounds like less that the truth. "We have your money so we just don't care anymore"
This took 4 hours of phone calls!
Virgin media are just pain rubbish when it does not work 100%, so go with them if you feel lucky I guess!

Shocking, I’ve been trying to contact Virgin media to cancel my contract when it come up for renewal. No response at all. Finally resorted to sending a letter with a signed for receipt, advising that I am leaving I am cancelling my direct debit. It has been received but still no response. I expect they will be in touch when they can’t get any money from me. Having read other reviews they clearly have no concept of customer care. Worse broadband company I have ever dealt with. Don’t touch with a barge pole.

They will always contact you when they want money or when they are installing the line. After that you are on your own.

While they promise 100mps and, to some extent, deliver this slows, it is not reliable. At peak times my speed dropped to 0.2. Towards my end with virgin, I could not listen to a radio programme without the signal buffering.

Do not expect them to call back - they don’t. Be prepared for them to gaslight you. They rely on notes which may or may not (often not) reflect the conversation.

Do not touch with a barge pole.

Rude staff that do not have a clue about the broadband install process. Passed from pillar to post in their call centres, and 4 engineer visits where no one turned up. Order cancelled (also a painful process).

Rubbish!!!
Unreliable!!!
Pay for 100mb fibre but download speed average 25mb.
Constant dropouts. It is like having a dial-up connection.
Customer service say the issue will be resolved but the problem continues month after month. The virgin media app does not ever recognise the hub3. Every time i run a test the result says i have some broadband issues. Rebooting solves nothing.They tell me my complaint will be escalated to a manager and promise a call back that never happens. After many years of problem free service from Plusnet it was a big mistake to switch to virgin and i will not be renewing my contract.

Virgin media homepage is constantly down,our home phone line was dead 2 days, took ages to sort out as there web site had issues. I'm suppose to be on 200mbps and it never is that speed. When you complain they never respond. Not a good service provide.

If your thinking of using Virgin Media to supply your broadband I'd suggest you rethink. The customer service is the worst that I've experienced from any supplier for anything. Right now I've been waiting for help for 3 days. I can't get to talk to anyone and I get a text saying that help is on its way twice a day.

I got put through to the Philippines, I was asked the same question 3 times then told they couldn't validate me even thought I'm sitting here with a bill saying ask me about information in the bill. The call operator I spoke to, called Reynolds, in the Philippines is seriously unhelpful. I rang back a second time the next operator couldn't validate me either. I pay a preimium with these people because it's supposed to have better customer service but it's absolute rubbish. I'll be cancelling at the earliest opportunity. They are happy to take my money then literally refuse to help due to excessively obstuctive security checking. I also think it's rubbish that they don't know what is in the bundle I have bought and I have to wait over 20 mins on the phone to talk to a help representative!!! Monumentally rubbish!!!!