Virgin Reviews 

One of the worst experiences I ever had with a broadband company. Their services are really bad. I have the same issue for months (not good connectivity and too many disconnections), a technician has come but nothing happened. I have called so many times the technical team but they don't do anything to solve the problem. Now there is an outage for 10 days and every morning since day 1, they give a new estimated fix date for the end of the current day... Stay away from them! I am waiting for my contract to end so I can leave because they have a huge amount of exit fees!! (Probably that's why they don't fix the issues, so that you leave earlier and pay the penalty fee). Do something good for your for yourselves and don't get involved with them!

Went on line seeking a sim only contract. Specifically asked the chat if it was compatible quoting my mobile name and model and was assured it would be ok. When it arrived it was not compatible. Wrote to CEO that day to end the contract and get a refund of my initial payment. There are cooling off rights for on line purchases but they don’t understand this and many other rights like the Sale go Goods Act. Never got a a reply from CEO. Never activated the sim nor registered it. Never had any service from Virgin. Lots of demands for payment and telling me they had disconnected a non exiting service. I wrote a number of letters to something called Customer Services, zilch. I even asked them to take me to the County Court. They have given it or sold it to a Debt Agency who I have I’m not paying. Considering paying just to get the right to take them to the County Court

My flight with Virgin was cancelled, I informed them I wanted my £2300 refund. I was told 90 days it would be returned, now on their web site it says 120 days for refunds. Jet2 returned money within two weeks. Has anyone received a refund from Virgin, was interest included on the amount of time they have kept your money. I am a 74 year old pensioner are they waiting for me to die??? Does Branson need my money as much as I do? Text them many times. Has anyone who had a flight April 27th 2020, been refunded money, I applied 13th April. Received money after nearly 5 months!

I was contacted by them about getting a new mobile phone. They were very helpful and sold me exactly what I wanted. I also wanted a faster broadband speed, they looked at my package I had with them. They gave me a better package deal with only paying at couple of pound a month more. I would highly recommend virgin customers to ring them to get a better deal than they already have. You have to have more time to talk to the operators as the call centre is abroad. They were so helpful.

Before I agreed with my current contract, I asked how much is the exit fee because I expected to end it before the 12 month period. I was told the exit fee would be less than 30 £ and as it seemed reasonable, I accepted the contract.
But in February, I asked again about the exit fee... and this time I was told that there is not such a "less than 30 £ exit fee" and I must pay the full 12 months period contract if I end it before the 12 months!
Since then, I called Virgin many times, wrote Virgin many times, recieved letters, sent many text messages. All I want from Virgin is that someone listen the phone conversation I had when I took the contract so to be charged with the exit fee that I was promised that day. Something simple, but Virgin hasn't done it. Instead, Virgin goes forward and then back to the same inicial point, even with lies like the one that they called me 3 times and I didn't answer.
Now I am trapped with a contract that I don't need and I only want to end it paying the exit fee which I was promised.
In top of that, the broadband rarely reaches the supposed speed.

Oh dear absolute let down in service and the handling of an issue I had after they sent me a new SIM. The handset would not accept the new SIM.why because it's on a new network but they don't tell you this.
They suggested I upgrade WhY??.
Because I didn't purchase the phone from them....simply asked for an unlock code told it would be 24-48 hours then then changed to 5 days well after 8 days of not being able to make a call and no end to the calls I made enough.....bye bye virgin mobile

Failed to Deliver - Router is awful and range is terrible. But my real issue, is to deliver promotional £100 voucher to me after signing up to their Broadband and TV package. Despite seeing Curry's a number of times, they have tried to contact Virgin's (like I have) to find out why my voucher has not arrived; It is supposed to be delivered a month after install I'm waiting still, after 18 months !

Contacted them this morning in order to change my Package and so reduce my monthly bill.
No problem I thought finally I managed to talk to someone explained my current package was costing me £95.75 a month.
Currently a package called Big Bundle + Drama was being promoted at £35.00 to new customers after it would be £69.00 on a 12 month contact thought that this would the ideal Package for me.
But the guy I spoke told me no you can't have it it's for new customers only.
Why does this constantly happen all providers are the same never consider their existing customers.
I'm now considering a change but it won't be for one of the large providers.
Another annoying thing you have the facilities to upgrade your package but never downsize it.
I've been with Virgin since 2012 ready for a change I think.

Worst service ever
Guys you’ll be waiting all day
I’ve tried several times now and they just cut me off at 37 mins in, playing music all over again and again, I understand it’s a difficult time but called at 8am straight away but was told I will be called back in a hour 9pm by a guy called George and guess what I stayed awake for an extra hour but no call, what joke is this. Then called again today at 6 and after 37 mins got cut off again rubbish service doesn’t make sense at all

Absolutely awful customer service! Bills were way too high but it's easy for this to go slightly unnoticed, when they can actually offer almost half price but you need to make a massive effort for this to happen! (which for a lot of people wouldn't be viable) it's a worry for vulnerable customers. I have stayed with them because during this time as it's the only way to still be connected as a new set up from any other company would mean a two month wait. But now I'm tied in for a year, and have just tried to speak to the faults team for a separate cable issue, and all he could say was sorry he couldn't help me?! How is that helpful?

I would advise anyone looking for new a deal not to go with Virgin and try to find a better deal with customer service that actually works.

I have been on the phone over 2 hours. I have had to explain my issue 5 times to 5 different clueless people who barely speak English. I cannot understand them and they cannot understand me. SORT IT OUT! THIS IS A JOKE.

Your team are so clueless that they keep transferring me to a different team and then another team and another team and I'm being sent in circles with at least a 15-minute wait every time I'm being transferred. GOD HELP PEOPLE WITHOUT FREE MINUTES.

I have no words. Utterly disgusting and ridiculous.

To be fair, everything was OK until there was a problem. Then it all goes wrong. I concur with the other reviews. Virgin are impossible to contact and are liars. All I wanted to do was review my contract which seems to be tied into a deal until November - which is wrong. You cannot ring so I sent a message. This was replied to in about 2 weeks. They can't find my information so sent it through the post. Then they can't understand what I want so I have to wait for an adviser (11.20am) By 1800 I guess they are not coming back to me so I try again but nothing. I then write to them to complain and copy in the CEO, to which I do get a response - he is not available but someone will come back to me. Then I get a letter saying they have tried several times to get through to me but have not been able! Liars. Who has been out during coronavirus!!! And I have an ansaphone and call registering on my phone so absolutely no contact at all. I then replied as requested with complaint reference and they text me while I was out shopping - to say that as I had now been dealt with satisfactorily could I give them feedback. NOOOOO! Please please please do not use this company. I am going to take this further - wish me luck!

Just spent 30 minutes listening to the worse songs ever, they must come from BBC radio 1.
Anyway trying to speak to someone, to block a nuisance phone number
Now I had someone telling they cant block the phone number at their end.
They asked we have to block the number on our phone, which we cant do.
Useless company.

THEY ARE DAYLIGHT ROBBERS!!! I don’t even know HOW they are still allowed to stay up and running. All they do is squeeze money out of you WITHOUT EVEN TELLING YOU, and ANY time you try and call them to get ANYTHING sorted, they either go around in circles, make you wait an absurd amount of time over the phone to encourage you to give up, or BLOCK your calls! NEVER have I known such an incompetent, RUDE, disgusting and expensive company! The only thing they are good at is selling to the unknowing new customers. We have been with them since 2009, and trust me, we have tried MANY times to cancel with them, but there is always a problem! Even writing it now, it’s embarrassing to say we’ve been with them for such a long time. Having to put up with their stupidity. It seems they punish customers for being loyal. We have FINALLY bought a broadband & TV package with Sky, and are determined to cancel with Virgin today! Please pray for us! It will take will power to insist with this ‘brick-wall’ company.

Rotten company. Have been with them for years and there is a relentless push to increase prices. You need to threaten to leave every 6 months or they will take advantage of you. They refused to allow a time limited contract without automatic renewal.

Doesnt even deserve one star to be honest. Im on my first year but will cancel as soon as the year is up, i wish i could cancel sooner. When it works its fine but if you need to contact them for anything, even an upgrade, your constantly putting in passwords and being shunted from pillar to post. Example, I wanted to upgrade for second TV connection, i get to the web page and there is a fault would i please phone . I phone and they are so busy i am supposed to phone back tomorrow. In desperation i try the text option, but I just get stupid comments and questions and more password details. I dont have time for this, I have a life. So can do without second TV, and soon i can get shot of Virgin in total.

The worst technical support experience I’ve ever had to endure, and having worked most of my career in IT that’s really saying something!

The worst thing is every time I speak to support, they revert to square one. I have lost count the number of times I’ve been asked what make and model of phone I have. The script they seem to work to appears to me to be circular. They keep going round asking the same questions, again and again. It seems impossible to escalate to another level.

This is now over a week I haven’t been able to receive incoming calls to my mobile, with no end in sight. If the problem you are trying to get help with doesn’t fit with the help desk scripts, then the level of frustration inflicted upon customers is intolerable.

If I could have given zero I would but in order to write this review I have had to award one star, one star too many.

Absolutely shocking.

I am moving away once my contract is up!
PLEASE DO NOT JOIN. They are terrible if you need to reset your router after turning it off prepare for 45 minutes on the phone minimum!

Literally stuck in the 1990s, offshore call centers, slow email replies, slow to answer the phone, terrible online experience.
Internet speed is up and down constantly it's a shambles!

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.