Virgin Media Broadband Reviews

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.

Recent Customer Ratings for Virgin Media

  • Satisfaction
    3.1 stars
  • Customer Service
    2.9 stars
  • Speed
    3.1 stars
  • Reliability
    3 stars

Based on 8111 customer ratings since 2019-11-24 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3601 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
I have been a long term customer of Virgin Media broadband as it is part of the TV package. However, for the last 12 months the internet is extremely bad! Continuously cutting off, which is annoying whilst I conduct video calls whilst working from home.

I have now cancelled my subscription and hope they improve in the near fututr.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
South London Virgin Media  
I would welcome anyone's views on the grievances outlined in a letter of complaint I sent off by email today.

I have now noticed that since sending the letter off, the speed has considerably dropped. It might be worth mentioning also my yearly contract had finished back in September. I had only been paying 29 sterling as a special promotion for 100mbps when I initially signed up. By telephone, I attempted to renew the contract and at first I was offered the same packet but for 59 sterling. I refused to accept it and hung up. But didn't give up and rang again. But I didn't give up. By some sort of fluke I managed to get through to Marianne at Customer Retention. She offered me something completely different for 28 sterling but the same packet for the same speed. I asked her how so, since I was originally quoted a different price. She said, in future, just ask to be put through to Customer Retention.

What is this? There is no option for Customer Retention when you make a call. Press 1,2,3, 4 for limited options no mention of Customer Retention. After reading all the reviews of people in similar circumstances, I thought it was worth a mention. Only after reading other reviews of people being encouraged to accept the initial quote did it ring a bell.
Getting back to my grievances over the last 2 days, here is the letter:-

Please note that my reference to being a 'satisfied customer' was in regards to the high speed only. This was why I signed up in the first place.





TO WHOM IT MAY CONCERN,


I have been a customer with Virgin media since October 2019 and in that time, I have been more than satisfied with the quality of services provided. A situation has now arisen in the past two days that requires me to move to another home. Consequently, I decided to act right away in an attempt to transfer my account to the new address. The address was in the same town, not far from the present address. By doıng this, I had no inclination ıt would turn out to be a problem lıke the one that unfolded.

Yesterday, I went online to check if your services were available at the new address. I entered the postcode several times on the facility provided via my online account. However, there was an instruction 'please wait' each time I entered. I assumed that maybe this was because there were lots of apartments in the building. Subsequently, I proceeded to enter the online chat facility under 'moving home' to get further clarification on the issue.

From the outset of the chat, I specifically outlined the nature of my enquiry ie I would be moving home and I wanted to find out if Virgin Media was available in that area: and, that my previous attempts to enter the postcode had been unsuccessful. This was not clarified immediately by the agent but instead, he proceeded to ask for security details and lots of information relating to the new address. He also asked if I wanted Virgin Media at the new address to which I replied 'I did'. Since this turned out to be a lengthy procedure, I interpreted it as meaning that the service was indeed available at the new address; after all I had not been advised otherwise. Or, indeed my interpretation was that I needed to go through this procedure just to find out if services were, in fact available in the area. The correspondence ended with the agent advising me that another agent would be in touch in the next 45 minutes.

In the meantime, I decided to call Virgin Media for further clarification. I explained what had happened as outlined above. The agent advised that it was an unnecessary procedure and there should have been a check beforehand to establish if the service was available at said location. He then kindly proceeded to check this out and was able to confirm that it wasn't in fact, available. He also advised there would be a fee for disconnection. I was disappointed when I heard this and the agent was sympathetic to my concerns. He was very helpful and kindly offered to transfer me to customer care which I accepted. I waited for 20 minutes but there was no reply.

Despite this, I continued to the chat facility in the hope that maybe there would be some other options available. Before I could get to explain what had happened, the agent took me through the whole process again asking for lots of information. In between times, I asked if he could see the messages from the first point of contact where I had already given all the same information. As time went on, I became increasingly frustrated and the conversation was just one of disarray and confusion. At the end of it, he said the service was indeed not available and that there would be a fee for disconnection. Then he encouraged me to book a cancellation date.

My account of the correspondence, leads me to my poınt in writing to you. My grievance is twofold:

1 I can only describe yesterday's communication as a mission impossible. For at least four hours, I was trying to clarify something that could have been clarified at the outset. In addition, there was no consistency in the means of communication, at least not what one would expect from a high profile service provider. It provided nothing but unnecessary confusion for such a simple inquiry. Of course with exception to the agent's help via telephone call. My hope is that in highlighting the matter, you may take it on board and review it for whatever purposes.

2 The above, coupled with the fact that I was alarmed to learn that I would have to pay a disconnection fee. This, I find totally incomprehensible. Taking into consideration the fact that I did not wish to leave Virgin Media in the first place and that your broadband service was not available for that location. It was not a matter of me being dissatisfied with your services. Why, therefore should I be penalised for something that is totally out of my control?

When I renewed my contract back in September, I could not foresee that I would be moving home in the future. It came about out of necessity. Just like I could not foresee the service would not be available at the new address. The terms of the contract do not allow for such a predicament. In other words, when I agreed to that contract, I did so, because I was happy with the service after one year's subscription. I never perceived that I would leave it, no matter what the circumstances.

I could understand it would be different if It had been a situation whereby I had chosen to leave the service as a dissatisfied customer. Indeed, I would accept, via the terms of the contract, I was liable to pay a disconnection fee. This however is not the case.

Furthermore, I am a single parent who is really struggling to make ends meet under the benefits system at this period of time. The internet connection is a valuable lifeline for me and my child. In that respect, no matter how a little money I receive every month, I have always made it a priority when it comes to paying the essential bills. Thereby a loyal customer. I would also add that even if I was of affluent status, the principle of the matter outlined above would still remain the same.

Now, I find myself in a situation whereby I must move to another home which incurs further costs. Perhaps you can understand, that such a fee on top of that, I would struggle to pay; and simply have not got the funds to do so.

In light of these circumstances and for the reasons aforementioned, I would appeal to you to consider a waiver of the penalty fee.

Trusting you will acknowledge.

I am enclosing a record of yesterday's correspondence for reference.


So the above letter outlined my grievances. I again decided to contact them out of sheer frustration, not wanting to let it go This time, (after waiting 30 minutes for a response and paying for the call) I asked what the options where. This individual advised that when I pay the diconnection fee and hook up with another provider, that provider will cover the cost of the fee as part of their payment plan. Now, I ask all of you out there. Have you ever heard anything the likes of????? He's on the other side of a phone call and he thinks I was born yesterday!!!! Honestly as we say too good to be true. Wish it were that simple!

I then asked if there was any way of airing the complaint since the address I sent the mail off to was the only address I could find (after much deliberation on Google Search). There was no facility on their online system for making a complaint. He further advised me to make the issues known on twitter and facebook. Really, can I trust this?

Really folks, should customer care not be of utmost priority? They are Virgin Media and invincible because of their good reviews for high speeds. Was that not a ploy to get the customers in the initial stages. Why have so many perople mentioned that speeds have been reduced. How can the customer have faith? Like a Lamb to the Slaughter.

I rest my case. Feedback welcome.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Derry Virgin Media  
Would give minus stars if I could. Never works. Hours on hold to speak to anyone. Truly awful. Avoid at all costs.
London Virgin Media  
Abysmal service and disgusting behaviour. Virginmedia have a clear policy of providing no support to residential accounts and will block your attempts to obtain any help by automatically directing calls corresponding to your account to a recorded voice message giving false information. If you eventually get a chat response, they will just lie to you, saying that it is a planned outage, for your benefit, and will be restored by a certain future time. It never is, of course. If you use Virginmedia broadband, expect much lower average speeds than claimed and the complete loss of service for weeks or even months at a time.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North London Virgin Media  
stay miles away, their pricing is very dicey. for some customers it is low, for existing loyal customers it is high... and they charge exit fee quite randomly.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Virgin Media  
Without a doubt, the most unreliable service and worse customer service.

After signing up to a 12-month contract in April 2018, they are now claiming that I agreed to a new contract during the course of a technical support call, after siting that I was paying £60/month for a service that was not being delivered.

They are now attempting to charge an additional exit fee for a contract that was never agreed, without reading out my terms and conditions.

6 months, getting download speeds between 5-15mgbs, on an m200 package, is quite disgraceful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Reading Virgin Media  
Terrible customer service. Yesterday I call them for moving my house. They accepted it and fixed the new contract from 28 th of this month for my new house. From today morning there is no Internet connection. When I logged in they said the contract ended. I call them twice, kept on hold for over 1 hours and cut off. As an nhs staff, we expect at least a minimum standard from our provider. This is terribly frustrating...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
I normally don't leave reviews but feel compelled to do so due to the entirely horrific experience I am currently having with Virgin Media. Having been a customer for a number of years I have become accustomed to the terrible customer service and hours on hold but this time has broken the proverbial camels back. I have been lied to, coerced, fobbed off and treated with contempt. There are no words to describe how I feel, "violated" is as close as I can get. Avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
London Virgin Media  
I don't usually leave reviews but the service provided by Virgin Media has been terrible from start to finish.

I have no idea what I did in a past life to deserve this level of punishment, Micheal really outdid himself when he designed this torture scene in the good place.. Working from home means you rely on a wifi provider and right now I'd rather live off universal credit.

We first opened our account in Nov 2019, the wrong start date was set internally leaving us without a router for over a week, we then received our router & TV package; with the wrong cables for the set up we have in the house. We waited over an hour to speak to their support service (pre-covid) to be told that the correct cables are definitely in the box & they couldn't help, in the end I had to use livechat to send a photo for someone to finally confirm it was the wrong wiring.

The Television box itself is very slow and becomes unresponsive often. Speaking with the team at virgin they say to "empty your downloads" - We had no downloads - and then they would check there is no faults, according the virgin there never was a fault so they wouldn't help.

When our wifi occasionally started to drop out we where told very similar things "there's no fault" "It must be your device" etc, well funny that 8 different devices can throw up the exact same issue.

Upon our contract coming to the end of the first year we got offered a renewal price of over £60 for a service we paid under £30 for! I called and asked for their best price and they said £58 was the absolute best. I got the exact same package at talktalk for £25 so called back to cancel and all of a sudden they offered us the exact same package for £28. If that was offered at first then MAYBE I would have considered it but having spent hours waiting on hold to be told an entire bunch of different rubbish by virgin media I decided enough was enough.

After cancelling Virgin I was still stuck with them for 30 days, during this period my wifi speed dropped from 100mbps down to between 10 and 20 mbps.

I'm glad I'm no longer with this money hungry service.
- Over 1 hour wait times outside of covid-19
- Almost 2 hour wait time inside of covid-19
- Webchat for support is incredibly glitchy, you get refreshed out, the wait time displays as 1 second even though you'll wait over an hour.
- Service is slowed after cancelling
- Random additional charges of £1 - £5 added to your bills with no explanation.
- Try at every cost to con you into paying above the odds
- Online portal doesn't work for half the pages, you cannot look at prices, update details etc.

Honestly terrible company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Surrey Virgin Media  
Joined Virgin Media for the first time and they are great for internet speed but the customer service and fault support service is extremely poor.

Everytime i have tried to call the support line i have had to wait for over an 1 hour. Even if you managed to get hold of someone the phone would get disconnected and have to call in again and wait for another hour. It just nightmare to get support from them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Wembley Virgin Media  
if you want to be ill , develop stress, and mental issues then pls join virgin media .
this is the worst experience ive ever had in my entire life. there is simply no customer service training , it seems like staff can simply do what they want and make up errors as they go along. missed 2 important deadlines and the compensation offered is around £1 pound something a day.
it's usual to be hanging for an hour then get a not bothered member of staff listen and then transfer you then phone goes dead . please DO NOT join Virgin . you have been warned . i am thinking of taking my complaints further
  • Speed
    5 stars
catford Virgin Media  
Useless. Cut off my broadband ‘by mistake’ when I renewed my contract with them. Sent a complaint letter 3 months ago and not heard back. Now they have cut off my account again due to ‘late payment’ but I’ve been paying by direct debit for 3 years! Unbelievably bad service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Essex Virgin Media  
I have, until now, been quite happy with my Virgin Media Phone & Internet package.
I pay circa £59/month for phone and internet...... and have recently been informed that my internet speed has been increased to 100 Mb/s at no extra cost.
I logged into my account and requested an increase in internet speed from 100 to 200 Mb/s at extra cost of £6.01/month...... I received an email from Virgin Media asking me to call a number "as some of the information required was missing". I called the number ; BIG MISTAKE !
What followed was 30 minutes of high pressure sales during which ;
1. The phone connection went down three times, and I was called back.
2. I could barely understand what the caller was saying.
3. The caller asked for the first, third and fifth character in my password ..... I thought only I was supposed to know my password.... obvious security implications for my account.
4. I was coerced into 350 Mb/s internet, which I can't afford, and which has a contract length of 18months versus 1 month for 200Mb/s.
5. I was coerced into opening a Virgin Mobile account, which I don't want, and which included the caller asking me for an account password, security implications AGAIN.
6. When I was asked for bank details, which Virgin Media already have, as I pay by direct debit, I "smelled a rat". I told the caller I wanted my account reverting back to the way it was after which the caller still insisted I carry on with the process. I told the caller I was going to hang up the phone now, and my account should be reverted back to normal, and I hung up.
7. Less than 1 minute later, the caller rang again and before they could say anything, I told them that our dealings were finished and I wanted my account reverting back to the way it was, and hung up.

The initial email I was sent asking me to call them was misleading, and dishonest ; it used the excuse of needing information to subject me to a sales call ; had they said, honestly, that it was a sales call, I wouldn't have bothered.

So here I ; still haven't got 200Mb/s internet, wasted 30 minutes of my life trying to understand a phone caller, and Virgin Media don't want to communicate with me about my email to them...... I'm still waiting for a communication from them, a week later.

I'll leave you to make up your own mind.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Merseyside Virgin Media  
Absolutely discusted in the customer services that's if you can even call it that absolutel rip offs I'll be telling everyone how bad they are only good thing about is was the engineer been totally ripped off for internet iv never used and then passed around the phone idiot to idiot who's sat on there arse all day putting ppl on hold no notes on my account nothing absolute worthless how is this company still running I'm going to do everything possible to complain where is the customer services I feel to go there to actually get this balance wiped off my name absolute jokes!!!!!!!!!!!!!!!!!
Sheffield Virgin Media  
Apparently we get up to 200 mbps, however, we rarely get above 100. Recently had an outage and when it came back online I did a speed test on VM site & I got 81.8 down 13.4 up. Later that day I was texted to say that "... it was all fixed" so I did another speed test and got 62.2 down and 7.6 up. Go figure. Whenever there is a problem God help you. Lets just say that if I could rate Customer Service No Stars, I would.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Colchester Virgin Media  
If you are thinking of using Virgin Media - trust me, you will live to regret it. They hiked our internet prices up to an extortionate amount - just cancel the contract I hear you say! The problem is you can't cancel the contract. Firstly, they inform you of the price after the termination date has passed, so you've already been scammed into paying for at least one month. Secondly, Virgin Customer Service is beyond disgusting, they make it impossible to contact them. You can't email them, and trying to speak to someone on the phone will cost you over £20 in charges - and they will not do what you said anyway. We have spent 3 months, and over £50 on calls telling them to cancel our service but each month they take nearly £50 from our account. Ofcom needs to close these scamsters now!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
If i could give minus points for customer service i would. Kept me on hold for over an hour and then put me back on hold. Wish there was other high speed provider in my area so i wasn't stuck with the awfulness that in virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
peckham Virgin Media  
I did paid every month over 50 pounds for more then 7 years without any problem. When I move out I should get refund of 43 pounds. It was over one year ago and till today never got any penny. Just thieves. I called them many times and each time they promis me to send the check in two weeks time, never got it, I did wrote official letter, they did not responded. They are just proper THIEVES!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
I've had poor service since switching to Virgin. Supposed to be getting at least 100mbs+ on the M200 Fiber package. Average speeds are around 40mbps. Customer service is atrocious. Took 25mins to get passed through to technical who then listened to my issue, said they would investigate and then left me on hold for over half hour. Called back and logged a complaint, was promised a manager callback withing 2-3hrs. No call ever came.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wales Virgin Media  
It’s fine when it’s working but the minute there is a problem Customer Service is practically NON EXISTENT . Spending hours on the line to just be transferred from one department to another. VERY FRUSTRATING . Virgin charges charges top market prices- they are One of the more expensive into provider in the market and they should be giving much better customer service. I will definitely change provider as soon as My contract is finished
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
VM broadband customer since 2013. Paying £66 pm for 100mb, can only get 60mb, service out every 2 weeks over the summer, for the whole day, still haven't updated contact details, cust Serv is awful. switched for 1/2 the price. just annoyed i didn't do this last year.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Berkhamsted Virgin Media  
Disconnected my broadband by mistake a month before the schedule disconnection (how does someone even make this mistake!) Tried to get it reconnected but an error on their part meant I was phoning them everyday for 2 hours and being told continuously to wait 48h. Well, I waited 6 days wfh with no wifi and still wasn't solved!! In a moment of desperation I switched to BT, and had great Wifi the next day (highly recommend BT). Virgin also has not refunded me for the extra month I was charged where I didn't have Wifi, and my time they wasted. Would have given 0 stars if I could.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Virgin Media  
My. Husband call account section on 15th Oct around 12. 30 pm and ask to cancel the broadband service. The lady said that it is cancelled. On 26th October I came to know virgin media took myy £44 from bank account. I rang them at around 7.0 pm on 26th october and unfortunately I have to speak to clara(lady refuse to give full name) told me there is no record of my husbands phone call on 15th.i give the evidence as date time and contact number, then she said we didn't ask to cancel. I ask her to double check the call record or I can send the recorded voice clip, then she said how does she believe me. I ask to pass to her manager, and she said there is no manager around. I ask her to give customer complaint number or details and she told me that I can get it from Google. I tried to make her understand my feelings and told her that we are both frontline staff and don't want to waste our time and need to speak to manager, she again refused and told me she can mention in comments that we were not happy.. TERRIBLE...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Feltham london Virgin Media  
Originally quoted a 2-day lead time for an engineer visit. A few hours after the purchase I received an email saying that the visit had been pushed back by a month! I then spent several painful hours on the phone in the queue trying to cancel the contract. I'm currently working from home so living without Internet access for 1 month isn't really viable.

Based on my experience I would not recommend Virgin to my worst enemy, stay away!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
Refused to process a cancellation at the end of my minimum contract period, given over 30 days notice, despite their obligation to do so.

When I phoned them about 40 days prior to the end of the period to say I wanted to cancel at the end of it, they wouldn't schedule it and tried to charge me an early disconnection fee.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Edinburgh Virgin Media  
VirginMedia has been providing a lousy internet service for the last month. I call nobody on the phone. automatic messages always tell me to reset. redirects to the website for technical support, but it does not work. I bought 200mb of internet. I upgraded the package, but terrible service. It is a shame that such a large company provides such a lousy service. I was going to change the internet company. They told me to give me another chance and upgrade the package. I wish I hadn't given another chance. My whole job is internet and I earn my money on the internet. they have victimized me a lot. You don't deserve even 1 penny !!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
EN8 Virgin Media  
Worst internet 've ever had. Its extremely extremely unstable. The speed is only good if you test a connection between your router and their server, otherwise its horrible. I strongly recommend to go for another broadband company as this always works badly.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
My broadband keeps dropping out, normally once or twice a day and it is impossible to talk to anyone about it. I have made several attempts to contact them by phone but it has never been answered and the online service get answered but never deals with the issue and just stops
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Cambridge Virgin Media  
Virgin is trying to charge me £273 for unused , not activated broadband which was cancelled within 14 days calling off period. It is nearly not possible to speak to customer service. Currently I'm waiting 3 hour on online chat to get an answer from Nidhi. Dear friend, in case you read this , can you hurry up please !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Strood Virgin Media  
Unbelievable worst experience to contact support.
It's been more than 2 weeks I'm losing my time every day to contact the support to get access to the account created with mistakes by support 2month ago.
Everyday I have to explain the same situation again to a support that randomly respond withing 10 hours. And every day the closing time make my enquiry deleted without any final solution!
So basically, there is no problem for them to get my money, but no solution to have access to my account.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Dundee Virgin Media  
Unbelievable worst experience, took over existing internet account in June 2020, VM tried to invoice higher monthly charge, even tho we had proof of the agreed lower charge, VM refused to discuss, return our calls, continuously broke promises to investigate our concerns, ignored our written complain letters, even CISAS, the official watchdog upheld our complain in full by instructing VM to comply with the agreed lower monthly charge, issue an apology, remove all unwarranted charges VM tried to impose (late payment fee, reconnection fee etc) with 100% compensation awarded! It's October now, yet VM still stubbornly refused to comply, and is still trying to bully us into submission knowing we all need internet to work from home, and out internet is still disconnected whilst we have to incur high costs, tethering our mobile phone for internet connection.
It's a real shame VM is a British company.
We've never experienced such an unprofessional business operation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Brighton Virgin Media  
Since being with virgin for nearly 2 years now it has been nothing but problems. Please do yourself a favour and don't bother with this company what-so-ever. You have any problems? You'll be redirected to someone in India to try and fix it (but never does). My ping in games goes over 800 making literally any game suddenly go unplayable and dropping any facetime calls you might have. I've tried multiple times to contact virgin about my problems and literally nothing is ever done about it. Over the 2 years of being with them I must have experienced at least 10 times that the internet has gone down for longer than a day.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Preston Virgin Media  
Can't believe such a big company can offer such awful customer service and make so many mistakes with the bill.
Firstly I was offered free activation as a student and instead of having the hub installed for me, I was left to set it up myself, later to discover my house had been disconnected from the network and required professional installation. When the guy finally came to install it a few days later I was then charged the activation fee I was promised would be free. After multiple calls to the overrun call line and a very rude response, I was refunded the money.

Secondly, I requested the M350 broadband and checked my contract to see I was being charged for the M500. after more issues contacting Virgin I finally got through and had my contract changed to the M350. However I am now being charged £56 where it should be £39 (I'm not even sure where this number came from?). I once again contacted and was told my contract would change on the 21st September to the correct amount. 21st September comes along and my contract hasn't changed so I have to contact virgin once again to avoid being overcharged by £17. This time my contract is changed to the correct amount however I am charged a £8.44 change fee which was not once mentioned to me and is not fair considering my contract was incorrect in the first place at a fault of Virgin. I have spent hours contacting Virgin and each time a new issue has arised. After asking for compensation for my stress I was refused and I have no patience left to contact them again and ask for the £8.44 refunded.

Oh and to top it off... the wifi has been so slow that most of my housemates have had to use their mobile data to save them waiting 10 minutes for a webpage to load.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Virgin Media  
Helen was very helpful, had to wait a bit for a phone call but service is great
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Norwich Virgin Media  
I have 1year contract with VM M350 only 1month left to get rid of this horrible exp. With them... and never more Virgin Media.i have speed from 0.32mbps to max 35mbps that is around 300/350 mpbs that i should have. Plus drop off each day.. i contact them 100of times and last think left is to wait to end my contract and share my bad exp with this scam VM
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Peterborough Virgin Media  
There good at damaging people houses and when you go to make a complaint and claim there tell you we will have this look in to and pay for all the damaged to be fixed but tgat a lie as there never call you back there just lie and say the same everytime you call them just wait another week you will get a call when it comes to that week no call I do not trust them or go with them
Virgin Media  
i have joined Virgin media 3 days ago.

When joining I have called the customer support and asked them about the current offers.

I have explained them that I did not use the phone line but they advised me that the best offer was the 350mb + 4G sim card + phone line with free calls on the weekend. So I went for it even though I did not even have the phone at home because she advised me to do so.

So as soon as the router arrived I have tried to connect and did the speed test. The speed was extremely lower than the one I had payed for. Speed was 140mb out of the 350mb I had payed for.

So I started looking at all the packages and noticed that actually there was a package with no phone line and it was 500mb + 4G sim card.

So i have called them after 3 days that my contract started and asked them to change my package which was 48 pounds for the new one that was 46 pounds with no phone line and faster internet.

They told me that I would not get the new customer offer anymore because I was not a new customer anymore.

This is ridiculous since this was the bad knowledge of the virgin media employee. Will now cancel the contract with them straight away! Never Virgin! Not reliable, not honest!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Virgin Media  
Speeds of 3.6 on fiber promised 100 !
What a useless system
Box freezes on occasion turn it all off and on agin to restart,
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Featherstone Virgin Media  
Switched to Virgin package once available as needing reliable & fast broadband for WFH with at least 2 others wanting to play ps4 games online while I work. Broadband, TV & Phone all went down yesterday. Reported the problem, booked engineer for today. Got text advising they now discovered a problem in the area & they’ve put the engineer visit “on hold”. Fix ETA changed with no notification (registered phone for notifications). No service all night. This morning service checker says there’s no problem but I still have no services. Report that, book an engineer visit - 1st available is now 2 days away. Contact on chat to say I’m not happy they “held” the visit which clearly means cancelled. Chat contact takes ages then tells me there’s a fault in my area - no, service checker says the fault is fixed - oh, well now it shows a fault. ETA 12 today. Transfers me to Tech chat - still waiting for someone to pick that up. Will email compensation details - nothing received. ETA changed to 6pm, no notification. Still no broadband, TV or phone. Thank God I kept my mobile on vodafone & can tether. As a new customer I have about 16 more months before I can leave Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Burgess Hill Virgin Media  
Honestly avoid. Was with TalkTalk who I thought I hated until I came to Virgin Media, and realised TalkTalk's slow internet was better than the more expensive and far slower internet of Virgin Media (I'm talking promised speeds of 100Mbps, and actual speed of 7Mbps) then spending hours on the phone being shuttled from one team to another, being told I'll need to pay a break fee, or I'll have to keep calling technicians to come out to try repair otherwise I can't exit contract. With an average of like 50 mins of hold each call, they make it the hardest possible thing to cancel. Very. Over. It.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East London Virgin Media  

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