| # | Name | Comments |
|---|
| 201 | LORRAINE | fed up with virgin service and their inaccurate bills |
| 202 | Mr Davis | Well what can we say? i have moved to a better service now virgin were sending me bills even after i cancelled and paid the balance. I had a final bill for £670 for god only knows what. I am curently seeking legal advice on this matter and will fight this in every court in the land. Pleas cancell with virgin they will steal money from you under false pretenses. |
| 203 | Anonymous | God virgin has been slow, had one day in about 6 months where I would describe it as broadband internet. My Gran's talktalk ticks along at 4.8mb/s and is so sweet to use, wasted on her though =\ |
| 204 | David Else | The worst experience of my life!!! |
| 205 | tanya c | cant download would take a lifetime |
| 206 | Robbie Lockie | Terrible customer services, misleading offers. |
| 207 | Tara Cope | I have so many issues with this company if anybody wants to hear them get a cuppa and a whisky and will gladly tell you xxxx Tara xxxx |
| 208 | Antony Laverty | While I admire them for trying in some of their services, I abhor them for failing miserably.
I've even been tempted to suggest to my flatmates going back to a 56k modem after last weeks "broadband performance". |
| 209 | Malcolm Shine | Broadband had been getting slower & slower; when Virgin upgraded me to 8mbp it more or less ground to a halt. Support has been useless. |
| 210 | A Oliver | Virgin agreed a special monthly rate for my services as I was less than happy about there service.
Every three months everything in there accounts dept. goes to sh*t and they just bill random amounts.
It then takes an average of 5 hours of phonecalls to reinstate what we had agreed.
How this outfit won ISP awards amazes me.
My unlimited 20MB broadband is apparently throttled back between the hours of 16:00 and 23:59 if I exceed certain limits.
Does Sir Branson understand what unlimited means ??? |
| 211 | sayyed j qaisar | my connection was "upgraded"from 8Meg.to 1 Meg.,and my monthly payments increased by 50%,and now by 100%,no reasons given,emails ignored,phone calls waste of time. |
| 212 | Tony Valera | I'm really angry that Virgin took over a good Company in Telewest, and have ruined it! I can see why NTL bought Telewest, for one reason only, MONEY!! They jumped in when they saw they could make a profit from Virgin! I unfortuantely have to have BT line where I live, and the problems I've had with BT are unbelievable, but Virgin.net, aren't much better! I get at least 10 cutouts a day, which are driving me crazy, and the 8MB Broadband was so unpredictable, that I have now had them put me on the "data stream", to get a constant speed. I am, however, still paying for up to 8MB, so I either want a reduction in price for it, to the £4.50 a month that Cable Broadband users are charged (according to the website), or better still FREE services until they can give a proper service! I hate the fact that because I can't get a cable line in, where I live, that I'm treated as a "poor relation" to Virgin Cable customers. I should not have to pay for my calls to them, and especially not for Broadband support, as it's expensive, and they really haven't got a clue, especially since I have a Macintosh Computer, and they know even less about them, than I do! If things don't change rapidly then I'm going to change providers, as I'm not putting up with this rubbish from them, anymore! Get it RIGHT, Branson, or get out of the telecoms market!! Too many fingers in too many pies, equals useless service.! NO MORE!!!!! |
| 213 | Chris Blaylock | Connection used to be great but has got progressively slower and less reliable over the past few months to the point it is almost unuseable. |
| 214 | Mark Edmondson | I'm at the end of my tether to be perfectly honest. I am now 6 weeks into being without phone/broadband service and sick and tired of being lied to by VM Customer Services. The engineers that have been sent to us have been either incompetent, disinterested, rude or just downright lazy, but mostly all 4 of those. |
| 215 | Anonymous | My landline number is dead for the last 3 days. When I talked to one f their staff member in Customer Services, I have been told that there's no telephone line service on my account. WHAT THE HELL WAS THAT...??? I need to ask now, why are they doing all this to their own customers...??? |
| 216 | steve car | My issue is slow speeds and overutilisation |
| 217 | Naresh Ranvah | I have a 20 Mbps connection, but I am barely able to draw 2 Mbps in lean hours. Peak hours speed is worse. It would cost me a ridiculous amount to complain on the 0906 number of technical support that is charged at 1£/min on my mobile. This is extortion. |
| 218 | Daniel Hansson | I decided to go with Virgin Media, after Bulldog screwed up my transfer to my new flat.
At first, I thought the speeds and service was more than acceptable (I used to be with Bulldog for pitys sake). After the settling in period of 10 days, my connection dropped to a crawl, strange outages when loading the simplest of pages (google), and download speeds equivalent of 56K modems... and sometimes even 28.8Kbit modems.
I have called customer services and techies, and they constantly send their bog standard "check your equipment" reply. I have gone through the list, done all the changes - except for the firmware update, as it is impossible since the router (NETGEAR DG834GSP) is locked by the ISP.
On good hours (hours, not days) I get up to 4.2Mbit of my 8Mbit service.On bad ones I get 13Kbit(!).
Needless to say, I cannot use my online school for studies, as it requires streaming video. Youtube is an impossibility in this house, as movies play in three second blocks.
In six months time, I am leaving the country, so I cannot change ISP, as they want you to sign up for a year. Therefore, I have given a solemn oath to keep on bugging Virgin until this problem has been fixed. The tech even said that it was due to their congestion at my exchange.
Oh well, I have to get to work now...where I share a connection with 2000+ other employees and still get good speeds. |
| 219 | Ivor Tayler | Virgin media & richard branson are absolutely Crap,Crap,Crap,Crap,Crap,Crap,Crap
I used to like richard branson and regard him as some sort of English icon but underneath he and his companys dont give a Damn about customers he's just a money grabbing SPIVE like the rest of the media moguls, Shame richard and i thought you were a real somebody??? |
| 220 | Marian Folland | I paid the first month of my daughters Virgin internet account (as she had no credit card, and they insisted the first payment was by credit card) - she was to pay subsequently by direct debit. I explained this at the time to the Virgin reg - that this was a once and once only payment as it was not my agreement. My daughter received appalling service, with repeated lengthy calls to their so called technical 'help' - all to no avail, until she finally cancelled the agreement about seven months later. I found that a payment of £64.99, and then £13.99 was taken from my credit card, the details of which they had kept. I was not informed of this; I have signed no agreement with them, and was NEVER informed that my card details would be kept as a fall back position so that they could take their money in spite of providing a totally non-existent service and having no written agreement with me! I have spent hours on the 'phone, when they have been unable to trace my daughte's account from her postcode, address, name or 'phone number, and I have been kept on hold for hours, made to repeat everything, eventually just to be advised to get the money back from my daughter! All they are interested in is taking your money, care nothing about their customers, nor the interests of natural justice. I would urge everyone to steer clear of anything that bears the name VIRGIN!!!!! |
| 221 | Pete Morris | I moved to a new house that had a Virgin 2mb broadband service. I access the internet via a wireless router. After a short while we upgraded to 4mb and whilst it wasn't the best service it did seem to work fairly ok as long as only used it for surfing. We just upgraded to the "20mb" package a I was getting frustrated at the limited capability of the 4mb. Since we upgraded I have had no internet access via the wireless router, if it does work it is for short seconds only then it crawls and stops. T
The Computer that is connected to the modem gets a connection that seems alright but is no better that when it was 4mb, the max it reaches is 10mb. But why in hell has upgrading to 20mb effectively killed the web to the wireless PC?
We've already had numerous problems with VM regarding the customer service regarding incorrect bills and lack of information about various offers pushed on us.
Now heavily contemplating an expensive BT phone line installation so I can change provider and actually access the web. |
| 222 | Anonymous | The service is shocking, gone from freephone to premium lines on support, throttling on an unlimited service. not value for money anymore |
| 223 | Caleb Lewis | Don't get me started |
| 224 | Anonymous | I am unemployed.The internet is my one and only luxury.On the days I eat,its tesco value beans on toast.I don't have plastic money or a current account.I use the paypoint in the newsagent.I'm furious at having to pay an extra £5 a month for the heinous crime of not having direct debit facilities.I don't trust direct debit;I don't like it that cancelling DD doesn't seem to stop money coming out.£60 a year extra is a lot of cash for me.I wonder how many VM customers also pay this way.How much extra cash did that fiver a month generate for VM?I have paid this begrudgingly so far,as the service has been largely problem free.In the last few months however,my ping has become increasingly unstable-and I have suffered the frustration of being autobooted and voted off game servers for lagging.For me,fast download speeds are secondary to a decent stable pingspeed.My broadband package is now unfit for the purpose I originally signed up for,and its costing me 60 quid a year more.Actually its 72 quid extra,because the first thing Virgin did was round up the original 24 quid to a neat 25.From the miserable experience that others have had with customer services,I won't be calling India at 25p a minute just to be told to switch it off and on again.
I have no real alternative other than to put up with a rubbish ping and hope it effects other customers enough to make VM do something.I can't afford the cash it takes to report a fault/problem!
Branson should be made aware that VMs shoddy behaviour reflects badly on his brand.I'll never use anything with the virgin mark ever again. |
| 225 | Anonymous | Very poor service & contempt frequently shown by VM toward customers |
| 226 | Anonymous | I know exactly what you've gone through, having gone through the same myself. |
| 227 | matthew singleton | Now Virgin has implemented packet shaping online gaming and VoIP are unuseable.
I am paying for a service they advertise and promised me that does not work. It's not case of it being slow.. it DOES NOT WORK. How can this be legal? |
| 228 | Philip Alexander | Since Virgin took over Blueyonder the quality has nosedived!! |
| 229 | Adam | Virgin media are a pile of crap, the worst company going with dreadful customer services to match.... DO NOT GO WITH THEM! |
| 230 | brian wilkinson | I use my works email as virgin one dos not work
virgin have never connected me at the speed contract 6 to 8 mb, thats when i eventually was connected. technical help has been at best ,isleading & inept, clearly very few people are actually knowledgable.
I have been charged incorrectly
speeds are slower than dial up!!!!
their traffic managment is not as they say on their website.
It takes arond a wek to finally get through to speak to anyone, each call usually lasts 1.5 hrs + the last one was 2 hours with no real resolution.
I am sat here trying to get emails for my wifes work, been connected for over 3 hours it will not dowload any emails errors with ther server
it is just totally unacceptable, i asked for a MAC, by the 4th person sorry no the 6th person i spoke to said no as theirs are no compatible with anyone, then the 7th person said that wasnt true, then i was asked are sure you are a customer, as i sont have your details here!
Well you are taking money off me so someone must know who i am, any as to your question am i sure i am a customer, well i wont be much longer.
I have been on a virgin holiday, that was 2weeks of continual problems, & arguments.
same with th eairline trains, credit card should have learnt my lesson.
Going to BT,
Brian Wilinson |
| 231 | Serhan | I installed virgin media 3 month before, but from first day, its not working, i called 100 times to customer services of virgin media to solve my problem, they just said guy will come tommorow bcoz i have problem in main wire, but no body comes. after two month i cancell my direct debit, after one month i got letter from virgin, that they are going to sue me, what the hell is this, every day i am calling them but no body give me proper response, what can i do? |
| 232 | john Carden | I moved to Virgin from BT some time ago as Virgin said to me I would lose my virgin net e mail address which I have had for about 10 years. It quickly became apparent that the internet connection was atrocious. I thought it was my computer until I researched the net and found others in same predicament. I contacted virgin to get my MAC code. The girl said she would e mail it to me within 5 days (why not just give it there and then?) anyway....it took 10 days and another phone call for me to get it. I asked the girl how long it was going to be before they would get their problems sorted out. She said, " We are working on it. It might be a month, it might be a few month....we really don't know"
I would have waited maybe a few weeks with a firm deadline for completion. Can't put up with such a vague comment. I like the virgin company and RB but I run a business from home. I'd rather pay more and get a good service. We live miles from anywhere so the best we can ever get anyway is 100mbps. But this virgin broadband conn is like dial up! I am sorry that I will use my virgin.net e mail address after so many years. |
| 233 | Anonymous | Quite possible the worst customer service I have ever encountered |
| 234 | J Crosby | Customer service is an utter disgrace, not only do I pay £37 a month for a 20mb service that runs at 1.5mb, but I have to actually pay them...to tell them its crap.
The tv package is rubbish too, freezing, sound out of sync, half the controls dont work, pixelated garbage.
The phone is the only thing that works with any kind of reliability, which will suit them, they cant charge me 25p a minute to talk to them about their shoddy crap if it doesn't work.
I was fairly happy with Telewest, but since NTL, and lets get this straight, it is NTL not Virgin, Virgin is a bought name to cover up NTL's filthy previous reputation for customer services, took over its been absolutely diabolical.
Y'know, this note really doesn't matter because I dont care what they do, the service stinks like a rotting carcass and I cant be saved, NTL is nothing without its customers, I'm getting my arse right out of it regardless. |
| 235 | Phillip Rouse | Sick of bandwidth restriction. If I download in the early hours ( 01.00 to 3.00 ), why shouldn't I have the bandwith I pay for. Charging someone for a service and failing to provide it is fraud. Blueyonder used to increase your broadband at no extra charge when they upgraded their service. Don't see no danger of that happening anytime soon. |
| 236 | Chris Mann | I have had nothing but trouble since switching to Virgin broadband (up to 8mbps). Slow, unreliable connections, unhelpful staff and hidden £50 cancellation fee! Will not be recommending them unless I am compensated. |
| 237 | Dane Blackmore | Cannot do nothing all afternoon cause of constant slow speeds and high pings its utterly disgraceful. |
| 238 | Kshitij | Virgin Media has costed me Time,Money...they are cheats. |
| 239 | Craig Anderson | In my past internet experience I was more than happy with telewest and it's very fast broadband service.That is untill virgin came along.
Why do they need to take over every little good thing and completely turn it upside down and ruin it all?
God knows that.
I know for a fact that many customers left just before the switchover I say to them bravo.
I currently have to face a problem with my broadband and I'm sure this one is what many other customers are facing right this moment in time. I get cut off and I'm constantly having to go over to my moden and take the Plug cable in and out. This has been happening for over a week now and at least thousands of people I know are encountering the same problem.
Also what's this all about 25p a minute for Broadband tech calls? It all seems like a big money scheme that's what I personally think.
Virgin If you don't shape up now we will take further action. |
| 240 | Louise Procter | Initially signed up with Telewest about 2 years ago, everything was fine, untill Virgin took over. Fist thing to go wrong was strange clickings and noises in the background on the phone. I was informed that I had to use another phone as there was no problem with the line. It still continued, but as it was sporadic and may not happen for a coupple of days, then would be persistent for a week, I called again. This time I was told to plug a new phone in... de ja vous! I was then told that they could send out an engineer to check the line (but didn't they check it before?) however, if he found no clicking or noises I would be charged. As I said, it was not continous every day, so I decided to live with it. The real oproblems really started when I moved house about 6 weeks ago. Firstly when I called to inform them of my new address and the dates I would be moving (22nd October) I was told the previous occupant still had an open account there. (I was offered the house empty on the 14th August!) They agreed on the 20th as the date to cut off the service at my old address and conect at the new one on the 22nd. This was all well and good.
On the day following that very phone call my phone was cut off. That was exactly 7 days before the agreed date. After using my sisters phone to contact them (with the usual ringing 4 times due to being hung up on or directed to numbers that don't exist) They said it was not showing on their system that I had been "cut off" and they could send an engineer out 5 days later. That would be on the 19th, the day before I was being cut off anyway! So I told them not to bother and I wanted refunding for the services I had not recieved.
Roll on the 22nd. New house, no phone! Then, suddenly my phone rings, it's virgin media's automated call asking to speak to a person I've never heared of, it turned out, that I couldn't phone anyone, but 150. So called them, they arranged for an engineer to come out to fix the phone. All week, about 5 times a day I get automated calls to this same unknown person! I gave up calling back to tell them that I still don't know who this person is! The engineer arrives and fixes the phone. I was apparently plugged into the wrong line. Again requests refund for lack of service.
Following day (30th October) Broadband and TV stop working. Calls Virgin, engineer gets booked again. This time 4 days later (3rd November).
Engineer arrives on the 3rd and informs me he has corrected the problem and it was caused by someone installing the nextdoor neighbour and cutting me off in the process. Again request refund for lack of service and to make a complaint for the negligence and problems it caused me. Upon hearing the request to make a complaint the customer service rep offers to allow ! months free service as compensation for my problems.
Everything runs smoothly for a little while.....
Friday 30th November Internet connection is lost. Phones 150, gets given 2 numbers, the first a free phone number to check any service faults in my area, and the second a premium number to talk to the technical support team.
No service afecting issues in my area... Phones premium rate number... The network is down, it will be repaired in 4 to 8 hours.... 24 hours later (1st December) still no internet... Calls premium rate number again... There are no service affecting issues in my area, and this bit is my favourite for outright lies!....
"The problem seems to be with your modem. It's set to the wrong frequency (wtf?!?) and an engineer will have to come out and manually adjust it. (again, wtf?!?) "
So I ask him, "how would that have happened?"
Then the conversation went along the lines of him telling me it was a fault with the modem so I asked if it would be a regular occourance. He assured me that once it was set right it wouldn't need doing again. At this point I couldn't help but loose my temper a little when asking how come it had worked fine for the last 3 weeks. To this he replied that he didn't know exactly what was wrong with the modem. Any one else confused?!!!???!?!?!!??!!! Engineer is booked for the Tuesday (4th December)
Monday comes round (3rd December) and would you know, the magic internet fairy must have been because my internet was working all by it's self without having had anyone prod, poke or otherwise touch it! So, phones up 150 to cancel engineer. Gets told I xcan't cancel with them, I have to phone the premium rate number to cancel. Phones premium number, cancels engineer, complains about the lies and got told to phone 150 about that. Really couldn't be bothered.
December 5th, yesterday, broadband vanished again in the morning. Phoned up at about 10 am. Again was told to ring the premium number, but couldn't be bothered. Broadband came back by magic again by the afternoon.
Today (6th December), broadband went again, about 10 past 11 am. Phoned up 150 AGAIN. got told I needed to book an engineer via the premium rate number, I said, I don't need an engineer, I want to cancel my services. I then got told, that because I had moved hous I now had a new contract. I would have to pay the full basic service charges for the rest of the contract if I want to leave... WHAT NEW CONTRACT!!!!???!!!! I never signed anything! I am an existing customer, I live in a different house but I've still giot my same home phone number, My hair is still the same colour, my birth certificate has not changed and I'm pretty sure my blood type will still be A+!!!! How am I not an existing customer!!!???!!!
I am now thoroughly exhausted from all of this, my internet connection appeared by magic again this evening and I really feel like I could do some permenant harm to the next person I speak to regarding Virgin media.
I did make a complaint today but was told someone will have to phone me back tomorrow as she couldn't put it on the system because their system was down. I really hate Virgin Media! |
| 241 | Terence Durby | Having cancelled my NTL broadband direct debit, I find that money is still being taken from my account. Shortly after Virgin Media take over, with no letter indicating a new contract, terms of conditions, but with a slightly higher monthly fee. I did not authorise this, I complained to the bank, who promptly cancelled the direct debit. However as I moved out of the billing address a year previous (a) I did not use the service (b) I no longer needed the service (c) I didn't access the NTL email accounts. Virgin Media allegedy sent me emails of this. They than passed on a bill for £44 to their debt collectors. I asked what this was for, they said none payment of a service that I cancelled and no longer needed anyhow. I explained I no longer lived at that address and I explained this to NTL. Thankfully Virgin Media cut the connection anyhow, so thankfully no more dealing with that stupid Virgin Media. I will NEVER use a Virgin product OR service again if I can help it. I will also tell everyone I know of their poor customer service, and capability |
| 242 | Anonymous | I am consistently overcharged every month via direct debit to the tune of £55 to £60, despite having a "3 for £30" contract. I am currently waiting for the last 20 minutes on hold, waiting for someone to pick up at the Telewest Broadband National Customer Liaison Centre. The lack of service is absolutely appalling! I will never use Virgin Media or any of its acquisitions again. |
| 243 | k stevens | I am still expected to pay for a t.v service that was cancelled in sept but they dissconectided my internet connection instead and that took weeks to get back I dont understand how it has got so bad so quickly |
| 244 | Anonymous | Going through the ringer, re problems loging onto the net, despite going through repeatedly to their help desk ?? keep getting to told to phone their premium rate no. ER NO ! I'm telling them its an ISP issue per their Fault check |
| 245 | michelle | not good thats all i got to say i willbe moving to sky |
| 246 | Anonymous | I loathe Virgin media... absolutely loathe it. Their on demand never works, their engineers apparently need to continually work on the North London area but fix nothing, movies cut out half way through, their customer service dept verges from acceptable to rude. The channels take forever to change. The service freezes at the worst moments. The only things I like is the broadband and phone service, but that doesn't make up for the attrocious tv! I am paying money for a service I don't receive, and whilst I don't particularly want to give money to Robert Maxwell, at least his service is reliable. I would love to see Branson lose money out of this, it might make him realise that jumping in, rebranding and trying to sell on, is not the miraculous solution to making big money. Give us a decent service and you may get somewhere.. you bloody idiot! |
| 247 | Anonymous | internet has been dire. |
| 248 | Anonymous | Virgin media is crap! your internet service sucks! Richard branson is a wanker! |
| 249 | H singh | internet so slow not worth using |
| 250 | TechMan | Started with Eurobell dialup from day one of their launch. NO PROBLEMS. They were taken over by Telewest. SOME PROBLEMS. Then taken over by Virgin Media COMPLETE COCKUP. Inconsistent, shoddy inacurate help, slow speeds,.
Someone should tell Branson that the internet is electronic and not pigeon post. |