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 stars
  • Customer Service
    2.8 stars
  • Speed
    3.1 stars
  • Reliability
    2.9 stars

Based on 7371 customer ratings since 2020-05-17 (Show all time ratings)

Visit Virgin Media   Read our Virgin Media buyers guide

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.

3,782 Customer Reviews over 95 pages

  • Reviewer
    Location
    LONDON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Disgusting customer service. Waiting for over an hour to speak. When I do they can't speak proper English. They are charging me double the amount as they are for new customers and don't provide a service. Virgin actually owes me lots of money and won't pay up. Don't use Virgin you will regret it.
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Over the last few months or so Virgin media has been very bad. For months have had intermittent connection with customer services trying to blame it on the box, the cables and everything else. eventually they admitted there was a fault on the lines and after a week messaged me it was fixed. a week goes by the issue is back internet just dropping out and slow speeds. So if looking for a internet provider stay clear of Virgin
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Customer Service is appalling, hanging on the phone for over an hour. representatives who clearly don’t understand your issues and everything is read from a script. It’s a very poor service and that’s why I left them reverting back to T.

    The speeds are good but not constant, most of the time I was getting 300mbs but paying for 500. TV is just the same as every other provider, yes repeat, repeats and even more repeats.

    Save your money and just get a basic broadband package from another company and use free view. If you want movies get Now, Netflix or mazinnProme.
  • Reviewer
    Location
    BIRMINGHAM
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Until this year I had always been pretty happy with Virgin Media but I have had so many problems with the service recently that I have had enough.
    I am locked in until next year but I am DEFINITELY leaving once my contract is up.
    The wifi is so flaky now I have had to buy long CAT7 cables so that a connection can be maintained while working from home.
    My PS4 used to connect with no problem but recently it just failed to connect at all wirelessly.
    I finally managed to get a connection after I set up a guest account specifically for the PS4.
    The PS4 can't be more than 12 feet from the router with no solid walls in between.
    Also, my PC drops it's signal too often as well. It usually kicks off again after resetting the adapter but not always.
    I tried phoning them but was told it might be an hour in the queue then I tried to raise a service complaint and what a shock, even THAT didn't work!
    The TV says that the signal is generally less than 50%.
    It's a real pain even though the speed is OK once connected via a cable.
    Once 5G services are common and not too expensive I can see Virgin Media going out of business.
  • Reviewer
    Location
    Streatham
    Reviewing
    Virgin Media
    Date
    Comments
    After cancelling the installation more than 4 times and leaving us with no internet for 6 weeks during the lockdown, I can say that I am simply appalled, not just at their lack of bother towards their potential customer but also at the endless list of excuses they were ready with when we called them. Had they spent the same amount of effort generating actual results rather than excuses, we would have been happy customers. The most interesting part is that they refused to allow us to cancel out contract with their customer service team offering us endless incentives as an alternative option.

    At first we were understanding, knowing that Covid-19 has caused delays in the running of many companies but after no internet for 6 entire weeks, I can guarantee that this was less due to Covid-19, more due to the absolutely shambolic, unorganised and unprofessional nature of the company itself.

    We did not want the £5 per day or the reduction of the monthly payment. We didn’t want excuses either. We simply wanted WiFi! And that was something Virgin had claimed to provide however had the audacity to cancel the day before the installation.

    After having to go through the nightmare of doing my online law exams using my mobile data, I can guarantee that I will NEVER go for Virgin again and advise you not to either.
  • Reviewer
    Location
    LONDON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer service is just THE WORST EVER - you can literally waste your life on the phone or on chat and get nowhere - even when you put in complaints or (as I have done) two complaints letters recorded delivery - and cancel your contract - they still don't contact you - even when you contact the customer retention team (after 3 hours via chat) they just cut you off - just surreal levels of BAD
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    WiFi and tv is good. Customer service needs a bit of work I called the customer service line as I couldn’t create an my virgin Media account I told a guy on the phone about it and I was told to wait 24-48 hours and try again. I waited tried again still didn’t work. Got two missed calls from virgin as I was at work so I called back when I got home and a lady told me they “changed my password” even though I didn’t have an account then I was told it will take 5 days to get my account fixed. I tried to access some software on my pc and it was blocked internet connection by the parental controls I’m guessing as it trying to access a remote server.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The broadband speed and reliability has been great. However, their customer services are awful. Once they have your money, any issue is your problem, not theirs.
  • Reviewer
    Location
    Chelsea
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not get virgin media no matter how attractive the package.

    WiFi is so intermittent and when it does work it is unbearably slow. Have been trying to work from home and have had to spend a fortune on mobile data because my WiFi will not working.

    Issues are not resolved in given timeframes and customer service offer little to no support or effort to resolve.

    Refuse to let me out of the contract without a massive ending fee despite being unable to service my area properly.

    Borderline fraudulent behaviour STAY AWAY
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Broadband keeps dropping out.
  • Reviewer
    Location
    Ls14
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      2 stars
    Comments
    Do not get virgin broadband it is so unreliable its untrue and when you phone customer/technical services they are no help at all. I am trying to work and not for the first time the broadband is down and will be for at least 6 hours. That's not the worst earlier in the year it was off for 16 days.
  • Reviewer
    Location
    WORTHING
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    For the last 6 months we have been complaining about our broadband speed 10Mbs up >1Mbps down when working after changing the hub lots of phone calls and being told that nothing is wrong it is me. I finaly had an engineer call out there was no point him checking he told me that virgin no the problem there is a major network problem in Goring and there are not enough people to worry about he said that in maybe 7months we will start reconfiguring the network as it is over subscribed so for 6 month they new about the problem and would not come clean their customer services lied through there teeth and with another 7months befor remedial work that is effectivly over a year without a solid internet service they want there money but they are not interested in the customers. So tommorow I am connecting with Vodaphone and shortly they will have fibre optic in my area goodbye Virgin I will not be back. But I will be passing on your wonderful customer service to everyone i meet and try to sell vodaphone. If they do not hit there garunteed speed you do not pay for it I think Virgin would be broke if they did this.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been writing this review during the more than an hour wait to speak to a human at Virgin. It's not worth it. Go with whatever other company offers a better deal and don't count on Virgin for decent internet provision or customer service.

    I have had decent broadband provision with Virgin for a year and renewed my contract for a more expensive rate in March 2020. It's been hell since and I will try to cancel my contract. Virgin always had ******* costumer service, but at least I didn't have to call them often.

    I am supposed to get 100MB speed, but I get around 30-40MB next to the router. The service drops in the middle of work meetings during the day as I now work from home, putting me in a terrible situation at work. My bedroom gets 0.2 MB. In fact the speed.net website often cannot even perform a speed check as there is no speed so I have been using my mobile data. Their app also detects poor service. If I wanted spotty, unreliable internet provision, I could pay half the price I am paying virgin so I am ready to take this to the ombudsman if I can't get out of the contract.
  • Reviewer
    Location
    Newton Abbot
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin Media wired up the next-door neighbour's technology incorrectly and has caused many problems to this address, also having carried out work - no doubt also way below safety-standard protocols - to another neighbour's house in the area, too.

    When the company is called about the problem, they lie, saying that they have checked the property's wiring, when they haven't, despite these effects having caused all sorts of issues such as extreme static-charge in and around the house to life-threatening levels, radioactive effects hitting the immune-system and high-pitch frequency effects causing ear-aches for days, the company having had all of these details relayed to them.

    Virgin Media does not care about the lives of people, they care only about profit via aggressive sales tactics and bad wiring. Stay away. They are bad people. Five years these effects have hurt people and Virgin Media simply does not want to take responsibility for their under-trained representative's mistakes because they do not wish to be seen as liable.

    The ISP we were with at the time even stated that Virgin Media has messed up their own installations of technology in the past.

    These people are some of the lowest of the low. Surrounded by advertising and plenty of profit which people keep feeding them without thinking about the consequences. Am sure that if there was really proper, alternative regulation to the mirage of an organisation that is Ofcom, a proper international regulatory counter-corruption organisation that was able to deal with these types of criminal companies, then Virgin Media, as well as companies like Vodafone, would not be trading (maybe down the odd back-alley).
  • Reviewer
    Location
    Surbiton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    DO NOT USE THIS COMPANY!!! In December I finished my contract early with Virgin Media as we were moving. I paid the full £157 ahead of the usual billing date, I was subsequently double billed by Virgin Media when the usual direct debit is taken (There billing system does not recognise customers that have already paid their bill). Over the past 6 months I have contacted virgin media close to 10 times. Each time they have said they will send through a cheque returning the money. However, nothing has been received. I'm disgusted by the behaviour of this company and it's apparent lack of regard for the law and lack of regard for it's customers.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Thoroughly incompetent Customer Service. They have made it almost impossible for me to leave a short term monthly contract. I have had a total of 8 hours of phone calls with them and they ended up saying they would charge £13 to my debit card, but when I looked at my bank statement a few hours later saw that they had taken £74. That's illegal!!
  • Reviewer
    Location
    HITCHIN
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Drops out several times a day sometimes with catastrophic impact on live web meetings. Very unreliable. Also often can't use catch-up or on demand TV. Would not recommend.
  • Reviewer
    Location
    PRESTON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Absolutely dreadful WiFi, it's patchy and when it is working drops out more than its online for. VM customer services are poor and they are telling me I need to move large items out of the way. Its strange how a 4g signal can get past all this and perform faster in any room in my house!! I'm having a party the day my contract ends with VM
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    almost impossible to cancel and the rudest customer service of any company i have ever dealt with. finally got hold of them on the phone to cancel and the rep hung up on us when we said we want to cancel. i would not use them again even though the broadband was pretty good - really poor customer service and customer support
  • Reviewer
    Location
    Worthing
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been a virgin customer for 3years, contact is up for renewal in January 2021. Well that will not be happening, its back to Sky for me. Their broadband is all ways breaking down, so we have no TV, no landline, yet we pay all this money for the VIP bundle. Enough is enough Virgin. Good bye.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    I would give no stars but not sure if i can -? Actually minus stars! Join Virgin Media:
    -If you have literally nothing to do and enjoy endless hours waiting to speak to customer services and then getting repeatedly cut off after your 55 minute waits (rack up 60+ hours of calls over 9 months trying to resolve a few things Virgin should never have done e.g. charging you for a TV package you cancelled 8 months prior -when you promptly returned the TV box to them 8 months earlier and acknowledged receipt of it. This has been going on since mid 2019 and now June 2020 so way before the pandemic before that is used as an excuse!
    -If you enjoy being sent from department to department since no-one can resolve simple issues, hours and hours wasted, calls are routinely disconnected after long waits and if they repeatedly promise you that a manager will call you back -know that they won’t!
    -If you enjoy being overcharged for all sorts of thing.
    -If you enjoy being put on a overpriced broadband contract (almost double the offers they have online) which you never agreed to after your last contract ended and you repeatedly told them you didn’t want to be on a new contract (which they agreed to) but would only be on a rolling one until they resolved the issues (which it took them 8 months to do)! They agreed one price for the rolling contract but charged £12 extra /month and refused to refund it or listen to their recorded calls. As an extra bonus they will charge you another £40 set up fee for the 2nd/new overpriced contract that you never agreed to and will refuse to refund this illegal set up fee.
    -If you enjoy a dodgy service (when I had the TV box it only worked 40-50% of the time so I ended up just not watching it as I’d have to call Virgin each time and it was too painful. The internet is fine (where I am in central London, can’t speak for elsewhere) but several issues even with that. I’m assuming that most would disagree re the internet being fine as the WhatsApp group for my area -300+ people- are always complaining about Virgin’s internet.
    -Etc. I could literally carry on with numerous other examples but have wasted too much time already. Literally feel like I've been tortured by Virgin Media as they messed up so many things and one issue took 8 months and about 60 hours of me calling and still not resolved -promised calls back by managers I never got, could never get through, etc. So painful. I’ve just paid them their illegal charges to be rid of them and to cancel the contract but will write a more detailed report for the Communication and Internet Adjudication Scheme (CISAS) -Virgin is not signed up with the main Ombusman services so CISAS is who you contact if you if have an issue with Virgin. Will be several months quicker than trying to get Virgin Media to resolve it! Avoid Virgin if you can!
  • Reviewer
    Location
    Poole
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Having been with Virgin for a year i report as follows speed very good average of about 85mb download can rise higher. We have never had any real problems had outage for several hours once since then all good. Router we have is fine for the house we are in wifi works everywhere. Sometimes 4 devices online again no problems. The package we have include telephone (never used) and basic tv bundle. The customer service is a little slow getting through but have contacted alot worse. We strted with an new user offer of 12 months at £29.00 a month, checked my account online and found at the the end of the 12 months that was gong to nearly double to £59. Phoned before the 30 day cancellation time explained. Was offered the same for £38.00 Only £9.00 increase. So Virgin media broadband has been fine for us good speeds and no real problems so would recommend. But important you contact before 30 days from end of your deal to either give them notice that your leaving or arrange a new deal.
  • Reviewer
    Location
    Sutton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Probably the worst service in the world with the worst customer service too. Wifi intermittent. Has been for months. Slow, drops in & out. Been through all the usual suspects for this sort of thing but nothing fixes it. I'd call again, but their customer service is beyond useless. If I never have to deal with virgin again on a single of their products, it would be a day too soon!
  • Reviewer
    Location
    morden
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    i suppose to have fixed monthly price only for data.BUT no one know why u charge me almost double of that monthly price :@ still wander how you still provide that service with these 'good' feedbacks everywhere....
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Apparently, I had 100Mbits, but that was just on paper. At peak time, we could either watch Netflix OR surf on the web, but not both together.

    Watch out:
    A land line is mandatory for broadband with Virgin Media. When you cancel your contract with them, you have to cancel the phone line extra (regardless of whether you wanted it in the first place or have ever used it). If you don't cancel both (broadband AND phone line), they keep charging for the phone line as happened to me. Never again!
  • Reviewer
    Location
    Hampshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ABSOLUTE JOKE .... we are in a pandemic and I'm a key worker working a ridiculous amount of hours. I was given a quote and today having spent many hours researchimg what packages are available with other providers I rang virgin media and they are not prepared to honour their quote ... complete waste of my time. Despite explaining that I'm a key worker working 60+ hours per week and this is my next day off, they still weren't prepared to honour it and advised to keep phoning back to see if their prices have changed! Complete waste of my time and a RIDICULOUS business model .... shame on you Virgin Media making money on the back of this pandemic.
  • Reviewer
    Location
    Darlington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Patchy service for years.
    Several complaints over the years about connectivity but only ever resolved by apparently upping speed in a thinly veiled fob off. Cable in the street finally failed which revealed the problems we have been having for years.
    Then the same week the contract comes to term only to be told we are expected to pay more than a new customer. NO WAY ON EARTH.
    For the record the boots on the ground guys, the one who came out to test the connection and the guys who pulled the new cable in, can't fault them. very professional and helpful. I pitty them working for this disgraceful shower.
  • Reviewer
    Location
    Vauxhall
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Broadband cuts out very frequently and it seems multiple times a week there is a general problem in the area that they never fix.
  • Reviewer
    Location
    South west London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Breathtakingly bad is the first phrase that comes to mind. Speed is woeful and wildly unpredictable. I'm paying for 50mbs, but haven't reached those heights once in the last three months. Upload speeds are also shockingly bad - it can take half an hour just to to send an email. Customer service is useless - promises of engineer visits and fixes by certain dates have come to nothing.
  • Reviewer
    Location
    Leyland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been hit hard by the covid-19 outbreak, I'm part of the 5%of self employed who don't qualify for anything from the government and have literally had zero income for the past 3 months.
    Every other company I have dealt with have been understanding about the situation and have put a hold on my account for a few weeks until the work starts up again.
    When I couldn't pay my first bill I rang customer service to explain to them why it wouldn't be paid, they said there's nothing they can do about the bills but we wouldn't be switched off for the duration of the outbreak, just limited to slow service.

    A month later I start getting threatening messages, about my account being sent to a debt recovery agency.
    I call the number on the message which starts an automated message telling you you can pay online then says hold on the line to speak to an advisor and cuts you off everytime.
    A few days later I get another message saying call the same number and we may be able to lower your bill, I call and get cut off again.
    I found a different number online and rang that then get passed around between four different people before someone would help me.
    I ended up talking to the collections department, I explained that I had no income and wouldn't be able to pay anything and spent the next 10 minutes with the advisor saying "if you pay this much today" and me replying "I have no income" on a loop.
    Eventually the lady said if I could pay £70 today they would credit the rest owed (around £30-£40).
    I told them I would see if I could borrow the money from somewhere and get back to them.
    My dad kindly agreed to lend me the money so I rang back about an hour after the last call only to find out the collections department closes earlier than the others so they'd send an email to the lady I'd dealt with earlier asking her to ring me tomorrow.
    The day after i don't get a phone call so I call them instead only to find it's impossible to speak to the same advisor for some reason and they can't do the credit.
    I then get another message saying I didn't pay the make the agreed payment of £70 and that it would affect my credit file.

    Now I'm sat here after spending two days on the phone to virgin and getting absolutely nowhere, apparently with a worse credit rating than if I'd just ignored the debt
  • Reviewer
    Location
    Newcastle Upon Tyne
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Horrendous reliability, speeds and customer service.

    Anxiety-inducing when joining any work conference calls. Will the connection stay up or fail again?

    Forget getting anywhere near the advertised speeds. I decided to monitor speed over a few months on a 350Mbps connection, using a machine plugged directly into the supplied hub. Averaged around 100Mbps. Whilst this still seems fast, coupled with the unreliability and the fact that I'm paying for much higher speeds, it's unacceptable.

    Customer services are a joke. They don't listen to the issues and respond accordingly, they stay "on script", directing to the status page, asking to reboot equipment etc. Standard stuff. You'll get sick of being passed around without resolution, and give up. I'm convinced they hate their customers and will throw anything at them to stop them being annoying. (If you decide to call them on the 0345 number, make sure you're feeling flush - you'll be on hold for ages, passed all over the place, and possibly hung up on; only to begin the cycle again and probably give up).

    None of this stuff is exclusive to me - just check twitter.

    Until they improve the reliability of their network and transparency in dealing with the customer's issues, I'll be getting my broadband elsewhere.
  • Reviewer
    Location
    Macclesfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    By and large no major complaints. 30-100 mb download speeds over wi fi however no real pattern to fluctuations in speed ie (doesn't matter if its peak or off peak) will point out to any sky customers who are thinking of switching I do find the HUB3 wi fi coverage inferior to sky's. You probably be using your data when sat in the garden.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Comments
    Worst Company ever, I can't close my account for 2 months. They hang up or say that someone will call back for months.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I’ve been with Virgin for 5-6 yrs now and it’s time to say goodbye. I only joined as it was fitted to the house and I’ve stupidly just let it run over the years. My contact is now up and I was paying £100 per month. They are now asking asking me to pay £170. I think not.

    Satisfaction- no! Up and down nothing like stipulated and to be honest diabolical. Engineer attended due to poor wifi in my house and he fitted boosters. It was still very poor, so they sent another engineer who asked who put the boosters in as they were in the wrong place.....

    Customer Service - to be brutally honest they shove you from pillar to post. They sent out an speak to you when you say goodbye.

    Broadband Speed -£100 per month for 500Mbs and I’m lucky to get 230..

    Broadband Reliability - up and down all of the time. I get flashing lights on the hub and have contacted them tim3 and tine again.

    Overall - Don’t waste your money, I’m going back to BT and same offer for £80. Shop around, research the deal but avoid VIRGIN.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I am writing as I am a freelance graphic designer and because of the virus have been working from home for the last 8-9 weeks. My contract was coming to an end and would have gone for cheaper alternative, but because of my work I wasn’t sure if switchover would go smoothly in terms of getting engineer out so I signed up to a new Virgin Media contract for 12 months.

    I wrongly presumed that my new contract included home calls during the week and appreciate that I should have asked more questions, but what troubles me is my monthly bills were £33, £33, £33, £33 then jumped to £90 as lockdown began and then today I got a bill for £279 for last month. I stopped using the landline immediately as soon after I received the £90 bill, but was to late unfortunately.

    I have tried to explain to Virgin Media that this is a large amount and why wasn’t I notified that my bill have jumped by more than 8x it’s normal amount. Also I had just signed up to a new contract with them so where is the good faith / loyalty…. maybe I am naive to think this.

    Virgins response to my complaint = zero sympathy and can’t do anything and was offered a £10 ‘as a good faith voucher'.

    I won’t be using or recommending Virgin Media again.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Constant disconnects, poor speeds, and terrible latency. They have not fixed this issue caused by overutilisation in my area for almost 3 months. When leaving the contract they still had the nerve to charge exit fees.
  • Reviewer
    Location
    Ipswich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    We've just been conned into re-contracting with VM for another year. After our initial year they were putting the prices up significantly. I shopped around and then spoke to their 'retention' department. I was instantly offered a lower price, and what seemed like a good TV upgrade deal. However, days later, the order had not gone through. I had to ring multiple times and basically got told they would not honour the previous agreement. So patronising (I used to work for another provider, and hold a Masters degree in Telecommincation Engineering, but they treat me like I'm an idiot). Pack of lies. We're now stuck with them as my back was against the wall. I wish I'd switched. Shouldn't have touched them with a bargepole!

    This is the latest of the issues I've had with them. Soon after we had their BB my email stopped working. They blamed all my clients (on iOS, Windows, Ubuntu and Android) when it was their servers. Had to refer to CISAS who found in my favour but VM were very slow to pay the compensation awarded. Took months to resolve and they only 'fixed' it by accident. So many issues and a lack of quality.

    If it's working the speed is generally good (especially as we can't currently get VDSL here) though the TV service leaves much to be desired with missed recordings and the like. We've enjoyed advertised speeds with no sign of contention, good latency and reasonably reliable WiFi from the Arris hub. However, when things go wrong, and they will, the Customer Service is dire and is bad on so many levels. Be suspicious of a firm that cannot even get basics like their website to work properly without broken links for functions like 'contact us' - or insist you ring them but cut you off after ages of robot voices and music on hold. Not recommended.
  • Reviewer
    Location
    Beckenham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with Virgin for over two years. Today is the day I ended the service with them, the service is terrible, the speed is ridiculously slow and the customer service is unhelpful.

    Also, they hold back information from people when there is a better deal on the market with them. For example, I was paying £45 for a year for 100m internet package, I called them up to ask if theres any other packages and they ended up letting me know that the prices have changed and that for 41£ i can get the 350M package, so it makes me wonder how long have they been charging me extra, i know its not that much but still, it would of been nice to be informed.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid Avoid Avoid! Awful and dishonest customer services. Called to disconnect the services and been confirmed they will do so, received debit collect letter months later and found out I was still charged for bills. They denied the call despite I provided the calling record, several complaints sent they just ignored. Case now almost 2 year and still in dispute. Be careful with them
  • Reviewer
    Location
    Cardiff
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute rubbish service. Cuts off every 5mins and extremely slow speeds, buffers all the time.

The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.