Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Virgin Media.
What an appalling company. Avoid at all costs. I signed up for broadband and was promised a 2hour delivery slot. Took a day off work and waited in all day. Nothing. Called them and was promised a two hour slot. Still nothing. Then the fun starts when you try to cancel the service you never actually received. To cut a long story short Virgin go out of their way to make it as difficult as possible to do this, including insisting that you speak in person to someone but giving out the wrong number, then bouncing you around between departments and making you give your details over and over again.
For Broadband- it's fine. Never really had a problem.
However, the customer service is appalling!!! I'd go so far as to say there is no "customer service". Don't get me wrong, the agents themselves are just doing their job. But, my god it's sucking the life out of me trying to get them to end my contract. They keep offering me "deals" which are twice the price of what I am paying now and what I can get elsewhere. When you say no, they seem surprised.
When my Mum was with them and tried to leave, they wanted £300 as they said she changed her contract midway through. She is 75, is used to paper communication and speaking with a human. I had to bail her out so she could leave them. Then they said she hadn't returned all their equipment & tried to charge her £75, despite us having proof of postage & tracking number.
So, be warned. Don't try leaving them, or asking for help.
Im very sorry to write this.virgin media has really bad customer support services.basically i called them and they picked up my call but thar guy who was on phone he put the phone away and i was saying hello hello but he didn’t respond me and cut off the call.i request to virgin media they should take action on helper All helper are same i tried 3 4 times but ihve got same respond.but I appreciate for service thanku
I have been with Virgin Media for a few years and have stuck with them as I was pleased with the service and customer service.
Our internet has been terrible for ages. It is continually intermittent and even our TiVo box rarely connects to the internet. The family are relying on 4G.
I have reported it and, I had a terrible chat with an assistant who kept insisting that everything was fine who cut me off in mid flow. I called them again and assistant no 2 said we had too many devices using the internet. We shut some devices down, but no improvement. Even when only one person is in the house, it is intermittent.
I have gone through the hoops online. It is mental - you phone about a problem and they send a link to find help - a link for an internet that does not work!
This morning, after resetting the router, I tried the automated chat - took ages as the internet kept cutting out. Was told to continue conversation on Whatsapp. I got a message, sent a reply 2 mins later and have had no reply from Virgin Media.
I see that this seems to be a common situation with other Virgin Media customers. I don't want a generic reply about fish tanks affecting the signal - I want this to be fixed - the way it was for years until more recently.
I am paying for this abysmal service!! I am being robbed each month by Virgin Media. I will be charged a penalty to leave them. I am due a refund. Unless, there is a vast improvement,I will never use them again.
I’m writing on behalf of a friend. He thought he has paid his bill with Virgin for the internet giving his bank details and blabla to the employee on the phone but that employee put his bank details for someone else bill and then his internet cut off and now he has to pay £7.50 of late payment because Virgin team mess up and they don’t want to cancel that fee of they mistake or anything to compensate that trouble. Would say find a better internet provider with human being on the phone than them and it’s up to you if you find yourself generous to pay some else bill and trouble to get everything sorted, rude staff on the phone and trouble to talk to a manager
Hello Virgin Media,
I want to express my deep disappointment with your service. Our internet speed has been frustratingly slow despite paying over £60 a month. We’re certainly not getting the service we’re paying for.
Moreover, we were promised that our contract would move seamlessly to our new address on the 10th of June, yet it was disconnected prematurely last night. This has caused significant disruptions to our work and personal lives, and it’s completely unacceptable.
In attempting to resolve these issues, I’ve encountered further frustrations with your customer service team. As someone who works in customer service myself, it’s evident to me that your representatives are poorly trained. They’ve been stuttering on the phone and providing less than satisfactory assistance.
Finally, your WhatsApp chat service is intolerably slow. Responses take between 30-60 minutes per message. It’s supposed to be a real-time chat, not a delayed email conversation.
I must say, these experiences have been utterly disappointing. Please rectify these problems urgently and ensure we get the service we’re paying for.
Stoke on Trent
Absolutely terrible company, Tried to cancel when my subscription doubled from £26 to £54 for no apparent reason. When I asked they said it was because I’m out of contract. They have now said I am still in contract and want details of my new address to avoid early cancellation fees. Why would I have early cancellation fees if I’m out of contract. They are a bunch of incompetent buffoons who totally ignored my request to terminate and Lee requesting more money. I will not pay a penny more and if any of you have any sense you will avoid this company like the plague
They promised high speed, ive seen faster snails!
But the REAL issue is the connection just keeps dropping out for no reason? I have to switch my PC on and off until it works again.
Customer service is non-existant
Then they send me a letter to say they are putting their prices up! But they don't tell you by how much! Virgin Media..I cant put into words how bad they are!
Rubbish. Over three months ago they dug up the top of my drive to put straws into the street. Three months on, they sent an email telling me that they were no longer going to install fibre into those straws. All that mess for nothing. No reason given. Shocking. Made worse because they are proceeding in parts of the estate where provision of broadband is already good.
North East England
Paying over £70 a month for the most appalling broadband service ever experienced. Called virgin media so many times to report slow speeds buffering outages etc and always get the same old story " we ran a test over 3 days and your service showed no problems at all" . Whenever we call we get promised there's no issues and yet I need to now go to the office to work because of how unreliable this service is. Surely I can get out this contract early due to the service not being as described, if this was a blouse I would have returned it months ago. Shame on you virgin media for ripping us off and lying to us about there being no issues.
Tell me again how there's no better service??
Screen shots of errors buffering etc available on request!
Ofcom's latest figures on broadband complaints are out - and it's bad news for Virgin Media. The company has rocketed to the top of the list as the major broadband supplier that gets the highest rate of complaints.
The report covers January to March this year, and counted the number of complaints made to Ofcom about providers with a market share of 1.5% or more.
It shows that Virgin Media generated 33 complaints per 100,000 customers, an increase of 20 in just a year. That puts them a long way ahead - or should that be behind - the next two worst performers, with Vodafone and TalkTalk both getting 24 complaints. Vodafone had been the worst ranking provider in six of the last seven quarters. Plusnet also generated complaint levels above the industry average.
And that's not the end of the bad news for Virgin Media. They also racked up the highest complaint levels for their landline service (19 per 100,000) and their pay TV service (17 per 100,000), and were second worst for mobile (5 per 100,000) behind Three.
The biggest reason why customers complained to Ofcom about Virgin Media was failings in the broadband provider's own complaints handling system - amounting to 39% in total. A third complained about faults and issues with the service, and a further 13% about billing problems.
Industry-wide, faults, service and provisioning issues accounted for 42% of reports, followed by complaints handling and billing.
Sky and EE were the least complained-about providers, generating just seven apiece. They've been in the top two positions for the last two years. The only other provider to beat the industry average was BT, with 15.
In good news for the industry overall, the average number of complaints has more than halved over the last decade, from 40 per 100,000 in the first quarter of 2011, to 19 now. The numbers are up from a record low of 10 in Q2 of last year, perhaps in part a consequence of pandemic disruption and the increasing importance of internet access for work, school and entertainment.
Broadband complaints per 100,000 customers
Industry average: 19
Virgin Media: 33
In pay TV, Virgin Media generated 17 complaints against an industry average of 6. Sky performed best with just two. For landlines, Virgin had 19 complaints, eight more than the average, and EE and Sky tied as best performers with five each.
Mobile complaints were largely flat, and at much lower levels. Three performed worst with six complaints, while Tesco Mobile, Sky Mobile and EE had just one each.
Service reliability, billing, and complaint handling are important factors you should consider when choosing a new broadband provider. Our site contains thousands of customer ratings and reviews that can give you a true feel for how each provider performs. Currently, Zen top our list for customer satisfaction.
If you aren't happy with the service you're getting from your supplier, and you're coming to the end of your contract, it's easy to switch. Use our postcode checker to find the best broadband deal available in your area today.
There are so many well established ideas about broadband and switching broadband providers that get repeated again and again.
The trouble is, many of them are wrong - and they're costing you money.
Switching suppliers can easily save you a hundred pounds or more every year, and if you're stuck on a slow internet package when you need something much faster, it doesn't have to cost you a fortune to upgrade.
So here are some of the biggest myths about broadband, and the truth that you need to know.
"Fibre is fibre - all fibre broadband is the same"
While fibre broadband is used as a catch-all term, it encompasses very different things.
Most of us are using something called fibre-to-the-cabinet broadband. This is where the ultrafast fibre cables carry your broadband signal as far as your nearest street cabinet - that green box down the end of your road. The connection from the cabinet to you house is over the old copper telephone cables. These are a lot slower, and the signal degrades the further it has to travel, which is why a house on one of the street can get very different performance levels to one at the other end.
There's now a big push to roll out "full fibre" broadband, which is also known as fibre-to-the-home. Here, the fibre cables run right up to your house. The result is that the speeds are much, much faster and the service is more reliable.
"There's no benefit to upgrading to ultrafast broadband"
A recent survey found that one of the main things that stopped people from upgrading to ultrafast or full fibre broadband was the belief that it didn't really offer any benefits. But there are many.
The main one, obviously, is that you get much faster download speeds. Our internet use is skyrocketing - Ofcom's recent Communications Market Report shows that the average household now burns through 429GB of data each month, an increase of 36% on the previous year. Even if you think you don't need faster speeds right now, you will do soon.
On top of that, you get vastly quicker upload speeds, which will be essential if the working from home revolution continues. The service should be more reliable, too, as you won't have to deal with line faults on the old telephone cables.
And it's also better value for money: currently, you pay the same price for your broadband as your neighbour down the street, yet you could be receiving a much slower service. That's far less of an issue with full fibre.
"It's too much hassle to switch providers"
By now it's well established that those of us who are willing to switch providers will get a better and cheaper deal than those who stick with the same provider for a long time.
Why don't more people switch? Because it's seen as too much hassle. But it really isn't.
If you move between two providers on the Openreach network - which includes almost all the main providers, including BT, TalkTalk, Sky, Vodafone, Plusnet and so on - then the one you are moving to will handle the entire switchover process for you. You won't have to do anything, and the whole process should be done within a couple of weeks.
Granted, it is a little more complicated to switch to or from a provider that uses a different infrastructure, like Virgin Media, as you may need an engineer to come and install it. But these companies are now set up to make even this part as easy as possible.
"You'll lose internet access when you switch"
Another reason people are reluctant to switch is that they assume they'll be left without internet access while it happens. This is another myth.
Generally speaking, your old service gets turned off as your new service gets switched on and you might be disconnected for a few minutes in between, but nothing more dramatic than that. If you're switching to or from Virgin Media, you can even arrange an overlap where your new service is connected before your old one is turned off.
"You always have to sign a long contract"
Something that puts off a lot of people when they're looking at broadband deals is the prospect of having to commit to a long contract.
In fact, you don't have to. NOW Broadband, Virgin Media, and newcomer Cuckoo are among the providers that offer no-contract deals. You have to pay a little more on the activation fee up front, but this might be worth it for the flexibility of being able to cancel at any time. These deals can be especially worth it for students or anyone who's planning to move house in the near future.
Most suppliers offer 12 month contract options as well. And keep in mind that if your reluctance to sign a long deal is through the worry that you'll be stuck with something you aren't happy with, then there are ways you can quit a contract without charge. If your broadband speed constantly underperforms, for example, and your supplier cannot fix it, or if they put your prices up by more than the amount in agreed in your contract.
"It's too complicated to find a better deal"
There are a lot broadband suppliers in the UK, and they offer a lot of deals between them. Trying to figure out the differences can be tricky, especially if you aren't that tech savvy.
And if you then sort them further by speed or first year cost, you'll very quickly narrow your list of options down to just a few packages.
"Faster broadband always costs more"
While it's natural to assume that upgrading to faster broadband will cost you more, it isn't necessarily so.
If you're in a coverage area, you can get full fibre from Hyperoptic (at the slower 30Mb speed) at a rate normally reserved for the old, standard broadband deals; you can upgrade to a faster 67Mb plan from OneStream for just £22.50 a month; or you can burst through the 100Mb barrier with Vodafone for just £26 a month. These are some pretty keen prices, that make faster broadband more accessible than you might have expected.
So, now you know the truth about broadband and how to upgrade, are you ready to start shopping? Use our postcode checker to discover the best broadband deals available where you live.
Virgin Media Broadband Buyers Guide - Is Virgin Media right for you?
Can I get Virgin Media?
Virgin Media ultrafast broadband is only available through the company's own fibre optic cable network, meaning you need to live in a Virgin Media cable area to be able to get it.
The network currently comprises about 60% of UK homes, although Virgin Media are looking at expanding their coverage. Ultrafast speeds (in excess of 100Mb) are available in all cable areas, and the full upgrade from M250 to M350 rolled out across 2018. M500 rolled out across 2019, and Gig1 has rolled out as part of TV packages, but expect that to extend to other packages later on.
All packages except Gig1 can be taken as standalone broadband deals, or with the option of line rental and a Weekend or Anytime calls package. Broadband is fully unlimited, with no restrictions on downloads or uploads. You can get Virgin Media broadband on both 18-month and 30-day rolling deals. The short term deal offers greater flexibility, but comes with a much higher upfront installation cost, typically £80, compared to £35 on the long. They're also more expensive per month if you choose a package with calls. You also have the option boost your speeds to the next package and get a 2GB data SIM bundled in.
Virgin Media is a "quad play" provider. This means that you can add a full range of pay TV services, plus a mobile deal, to your broadband and phone package. All TV deals require an 18 month contract.
Fibre optic broadband like that provided by Virgin Media does not vary in speed depending on how far you are from a telephone exchange, unlike their competitors who use copper phone lines.
Which package should I choose?
All Virgin Media broadband packages are truly unlimited, and offer 'superfast' and 'ultrafast' speeds over 24Mb and 350Mb respectively. When deciding which package is best for you, you should consider how heavily you use the internet, how many people will be using your connection, and your budget - you don't need to pay more than necessary.
Virgin Media claims an average 5 second download time for an album, and 2.4 minutes for a movie on M125, and even faster on M250 with less than a 4 second average download for an album and 1.45 minutes for a movie, and even faster still on M350. These speeds are more suited to people who download a lot, or who regularly play online games, especially if there is more than one person doing this.
As most internet users do not need the higher broadband speeds, the size of your household should be a primary consideration when selecting which package you wish to go for. Virgin Media claim the M125 package is ideal for families, and the M250 and M350 packages are the 'ultimate experience' easily adequate for 5 or more people. This assumes that everyone will be using the internet a lot - which may be the case for some larger families or student households, in which case going for a faster package will enable you to avoid slowdown when everyone is online at the same time.
However, there is no point in paying for more than you need.
Points to consider before you choose
How many people will be using your broadband connection?
Are you a heavy downloader, or do you regularly play online games?
Would the expense of the faster speed be worth it for you?
As well as their very fast broadband speeds, another big attraction of Virgin Media is the range of premium Pay TV services they offer.
Virgin Media TV is delivered via Virgin's cable infrastructure, so you need to live in an area where this has been installed. You watch via the Ultra HD-ready Virgin TV V6 box, which allows you to record six shows while watching a seventh. You also get on-demand viewing and support for Netflix and YouTube. In addition, the Virgin TV Go app lets you watch on a phone or tablet. These services come on a 12 month contract.
Virgin Media TV offers four bundles with an increasing number of channels:
Big Bundle: over 120 channels, most of which are available through Freeview. You can add Sky Cinema or Sky Sports as add-ons without contract. The standard Player TV bundle comes with Virgin's M50 fibre broadband.
Big Bundle + Entertainment Picks: more than 150 channels, including the above plus premium entertainment channels like Sky One, Sky Witness and Fox. Sky Atlantic is not available on Virgin. Boost your TV options by adding Entertainment Picks, with a choice between Drama, Documentaries, Lifestyle and Sport Lite
Bigger Bundle: over 240 channels including HD and +1 versions of many of the Mix TV channels, plus BT Sport in Ultra HD and the Virgin TV Ultra HD channel. You can add Sky Cinema or Sky Sports as add-ons without contract. Bundled with M125 fibre broadband.
Ultimate Oomph Bundle: the full package of over 280 channels, including Sky Sports HD, Sky Cinema HD and BT Sport UHD, plus the Virgin TV Ultra HD channel. Bundled with the ultrafast M500 fibre broadband, Anytime calls and a mobile SIM with truly unlimited data, minutes and texts.
Virgin offers certain bundles that match TV packages with specfic broadband deals, but you can mix and match, too, to ensure you get exactly what you need. All TV packages come with an option to boost your speed to the next tier, aside from Ultimate Oomph which already offers the fastest speeds available.
How do I switch/sign-up?
Customers switching to Virgin Media will have an engineer come over to their house to install the cables and help you get set up with fibre broadband, including the Hub 3 router.
If you are switching to a Virgin Media package that includes phone services, you will need to switch your phone line. Virgin Media should do everything for you, including letting you keep your pre-existing phone number. If you do this, then your previous provider will automatically cancel your phone line and any broadband services that are associated with it.
If you're not switching phone services, you will need to give your current broadband provider 30 days notice of cancellation. If you're worried about downtime, you can always arrange for your current broadband to end a few days after your Virgin start date.
It's always good to know upfront what you'll get when signing up with an ISP so you know what you can enjoy for free, or to budget for any extras you may want.
Wireless router - All customers signing up to Virgin Media fibre broadband will get a free Virgin Media Hub 3 wireless router with the very latest 802.11ac wireless technology offering the fastest speeds and greatest range. The routers will be set up by a Virgin Media engineer on installation day.
Online security - F-Secure SAFE, an anti-virus tool worth £79.99 a year, is included free for all Virgin Media broadband customers. You can install this on up to five devices for 12 months, including PCs and Macs, and Android tablets and phones. You also get Virgin Media's Web Safe parental controls tools.
Inclusive phone calls - Virgin Media provide the option of getting phone services along with your broadband packages. The phone inclusive packages are less per month than the broadband-only packages. These phone packages offer Talk Weekends, which means unlimited weekend calls to UK landlines and Virgin Mobile numbers, and you can extend this to evenings and weekdays, or add international or mobile calls as optional extras for an extra cost. 087x and 084x numbers are subject to extra service and access charges.
Option of TV - You can also get broadband, phone and TV altogether as a combination package. These packages come in various sizes ranging from basic collections for lighter users to the VIP collection for those who want it all. These packages offer a wide range of cable and HD channels, with over 200 channels including most Sky channels with the larger collections. You also get a 1TB Virgin TV V6 box, which enables you to record up to 500 hours of TV.
Free tech support - If you experience any problems you can support over the phone between 8am and 10pm, seven days a week. Online chat is also avalable Monday to Saturday between 8am and 8pm.
What are the benefits of Virgin Media?
The benefits offered by an ISP may be what seals the deal in your decision to buy a package from them.
Fastest widely available broadband speeds - Virgin Media currently offer the fastest affordable consumer broadband speeds in the UK (excluding some full fibre services in limited localities) with ultrafast (above 100Mb) broadband available in all cable areas. Full speeds averaging 362Mb are in the process of being rolled out with many areas already upgraded and all areas can achieve average speeds of 213Mb.
Free hardware support - All Virgin Media broadband customers are entitled to free servicing and repairs on your broadband connection and Virgin Media Hub 3 router, and round-the-clock technical support for when things go wrong. However, because the equipment remains property of Virgin Media, and customers technically only rent it for free, any perceived misuse or mistreatment will not be covered by the free servicing and repairs.
Free London Underground wi-fi - Virgin Media customers are able to use wi-fi connections free of charge at over 250 London Underground stations, plus everywhere on the Galsgow subway.
All deals get the premium router - Virgin Media offer their very best router with the latest 802.11ac wireless on even their cheapest products. Equally, all TV customers get the same high-end V6 box regardless of how many channels they choose to take.
What are the drawbacks of Virgin Media?
Let's face it, not everything can be perfect, and even the best deals may have a downside.
Installation is more complex - If your house has never had Virgin Media before, then the installation will more complex. An engineer will need to run cabling from the connection point on your pavement to an outside socket installed on your outside wall, to a wall socket inside your house. Virgin says it normally takes around two hours, although could be longer in some cases. However, if your home is already set up for Virgin, a self install option might be available.
No fixed IP addresses - Virgin Media do not offer fixed IP addresses as part of their regular packages. However this is only likely to be an issue if you wish to set up a local web server, otherwise you are unlikely to notice the difference.
Slower upload speeds than most FTTC - Although Virgin Media's download speeds tend to outstrip fibre to the cabinet alternatives, their upload speeds don't tend to keep up. Many other fibre services offer upload speeds averaging around 19Mb while Virgin Media's M125 service offers only 6Mb average upload speeds, although their most expensive M350 service now offers 21Mb average upload speeds, and the new M500 service will offer 35Mb upload speeds.
High customer complaints - According to an Ofcom report, Virgin Media are the third most complained about of the major broadband suppliers.