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
    3.2 stars
  • Reliability
    3 stars

Based on 3260 customer ratings since 2021-05-17 (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.

4,163 Customer Reviews over 105 pages

  • Reviewer
    Location
    Wigan
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    So many problems with them, first they charge me for something I never been use. My land line was broken so I can’t use it , but I found out about it after couple of months. Always used mobile phone for calls so actually not need land line but that time it was the cheapest option for broadband so I chose it. I talked with service they send 2 x engineers and I get new connections from box to my house. Then I asked for getting my money back for land line calls, coz someone been connected to my line. My mistake was to not check direct debit payments coz I truly believe thats situation not exists to be connected to someone box!! Very big mistake from my side! And Up till now I still waiting for my money back!! I don’t remember with how many people I was talked but only today it was 6 persons and 3 hours on the phone!!! I have all proves they collect money each month instead taken it from my extra credit for mistaking charges! So I hold on payments and what’s happened?? They disconnected my box! Worse service ever I had in my life... thats my scores for big and strong company Virgin media! I want give a 0 points but is no option for it!! Terrible. Now is no point to take broadband coz soon we get 5g speed on phones don’t need anymore land line with unlimited share, you can do whatever you want!
  • Reviewer
    Location
    Wigan
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely CRAP! Rubbish customer service team who are only interested in increasing your bill. Once you leave they still try to rip you off by sending you another bill. BEWARE rip off merchants!!!!!!!
  • Reviewer
    Location
    wigan
    Reviewing
    Virgin Media
    Date
    Comments
    Absolute rubbish , trashed the cladding on front of house, then bodged the repair and tried to say wed had it done badly in first place, customer services just dont want to know theyre short of saying blah blah, to your face waited 3 months for netflix even though it was part of package , they said so what its free youll get it soon.broadband is hit and miss.and good old Richard gets a knighthood, what for fleecing folk? Absolute disgracefull company
  • Reviewer
    Location
    Wigan
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    I’ve been with virgin for about 14 months and in terms of speed and reliability for the most part no other provider comes close but for the past 2 months I’ve been left without internet for perhaps 8 days if all of the time was added together which is unacceptable.
  • Reviewer
    Location
    WILLENHALL
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    As previous reviewers have said,if it was possible to give no stars I would.
    Customer service is very poor where you get different answers for the same problem, dependant on which adviser answers your call.
    When you call back to confirm the package that you were advised about,they deny any knowledge of the offer and deny the person you spoke to even exists.
    If you are pleased with the advisors advice,and you tell them so,you will receive a customer survey email asking what you thought of the service given. Obviously when you tell them you're not pleased,(in my case the majority of the time), then you won't receive an email from them.
    Customer loyalty means absolutely nothing to them, I've been with them since they were telewest. When we told them we were going to leave them, rather than trying to make us stay,in an instant they told us the date they would remove our service.
    Overall they are the worst company I have ever dealt with and would advise anyone against signing up with them.
  • Reviewer
    Location
    Willenhall
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Horrible service overall. For the first Briodbandbis nowhere near what it was promised. In general whole company is full of promises which they can’t keep. Convinced me to move over with a deal which wasn’t noted in my account. Apparently now it’s my responsibility to have a proof of the conversation. Lame Virgin employee wasn’t good enough to do his job to make sure everything is documented but took my bank details like a champ. Story short I ended up with year long contract for full price which is more what I was paying with other provider. Thanks Virgin Media.
  • Reviewer
    Location
    Willesden Green
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Why can't I give 0/5 for the reliability? I've been to many countries in my life, the UK is pretending to be a developed country but the level of incompetency in so many ways is just ridiculously huge. Virgin updated my broadband to 70MB from 50 "for free" and then they raised my monthly pay from £37 in January to £42 in November and to £46 in January again. Now they throttle my speed every evening, literally every day. Can't even chill with my favourite game and when I complain, they say: Have you considered to upgrade to Gamer Package 200MB? I mean, Are you for real idiots? This excuse for a broadband should be swiftly erased from the face of the earth. They try to tell you they don't throttle your speed, they LIE!!!
  • Reviewer
    Location
    Willsbridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    LIARS! Went (brifly) onto the TV package - they lied about Amazon Prime being on it. Then shut down the TV part and they tried to charge me #20 to remove this plus the cost of the box. Raised a complaint and tried to cut down speed to 50mb but they have failed to call back for the past 6 weeks, they even closed off one complaint without speaking to me! Customer service is awful, i am trying to get a transcript of conversations at present to take them to the ombudsman and OFT as they lied at least 4 times over the phone. My favourite was 'we don't offer 50mb anymore', something i could purchse from new for cheaper today from Virgin if i so wished. Avoid!!!!!
  • Reviewer
    Location
    Wilmslow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was happy until I got many hour outages for two consecutive days and needed to move house only to find that I couldn't get Virgin at the new place. They want me to pay £240 for early disconnection when I cannot physically do anything about it. Spent 4 hours and a half trying to find anyone reasonable there but I'm giving up. Never getting internet with them again
  • Reviewer
    Location
    Wilsden
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up with them the salesman promised virgin would pay the cancellation fee from talk talk just phone them he said tried calling premium line no answer called salesman he just hung up can't even get in touch with virgin to cancel total con rip off merchants customer service non existent worst company I have ever dealt with AVOID like the plague
  • Reviewer
    Location
    wiltshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    if you have received an email from v m that your monthly payment is going up (£3.49) look at the small print at the bottom you can cancel your contract in the next month with no cancelation charges. this I have done today.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Generally pretty good but for some reason very very slow with problems when it rains
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Truly awful company, overcharge their existing customers, make it as hard as they possibly can to prevent you switching. And getting worse all the time.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID AVOID AVOID AVOID AVOID,
    I was due to have my broadband installed at 1 p.m. today only to be told the installer had not been left a connection and was unable to do it. Since then i have spent the last 5 Hours making phone calls and being promised call backs that don't come, you get pushed from one person to the next and asked your details over and over again with not one of them being capable of giving an answer, I never leave reviews but feel on this occasion I had to share how bad this company is, in the last phone call i asked 6 people to put me through to the complaints department without ever getting there.I had cancelled my previous provider from today so I am now left with no internet my previous provider has told me it will take 2 weeks to reinstate the service so thank you very much. I will not be using virgin media now or ever in the future.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst company ever, my advice go with anyone but virgin, really expensive customer service is the worst on the planet. Internet speed is slower than my mobile data. And they couldn't care less. Avoid!!!!!!
  • Reviewer
    Location
    Wimbledon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Don't get Virgin if you think you may move. I moved into an area they did not cover and they hit me with a huge cancellation fee despite the move team saying this would be waived as I had only 3 months left...and they got the equip back in perfect condition. Thier customer service was horrible about it and even asked me to justify why I moved! Felt they just wanted every last drop...sadly for them they will get a few quid but lose out on the £30k or so I will send over the next couple decades and I have a great story to tell when the subject comes up.
  • Reviewer
    Location
    Wimbledon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    A lots of marketing for this company with no purpose!!
    Made contract with them and already in the first month booked 2 services because they can’t fix the issue. Took 80£ for the contract and services and now I’m waiting to do my paperwork with no internet till next week when of course another engineer is available. Please be carefull with what you chose looks they don’t have any issues with the direct debits but they have issue with theirs services. Such a putty for the money that are investing in marketing fooling the people’s eyes
  • Reviewer
    Location
    Wimbledon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I recently became a tenant at a property which already had Virgin Media. As I required access to broadband fairly sharpish, I decided to stick with Virgin and started a 12 month contract for up to 100MB. The thing is, the speed never goes above 45MB. In the first month the broadband was great (albeit slow) but as we have now entered month two, it is very poor. Why am I paying for something I am not receiving? If it's due to the area I am in, a material fact, why not just tell me I won't be getting anything above 45MB speed and therefore to go for the 50MB package... I'd recommend you do your homework before installing Virgin. The all singing, all dancing as per the ads does not exist.
  • Reviewer
    Location
    Wimbledon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely terrible service. I have the mega pack and the internet speed sucks. Please avoid Virginmedia broadband at any cost unless you are foolish.
  • Reviewer
    Location
    Winchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I signed up with Virgin media after disappointing service with another company 18 months ago. I signed up for 30MB fibre optic including TV and phone. The internet work to satisfactory for the first couple of days after that it was lots of drop and very high ping. I call customer service several times and most times the could hel resolve the problem. I think the only time I got a true 30 meg connectio is the first day when the engineer installed the system and he was showing me the connection speed. Makes me think. Did they just boost the signal for that time to make u feel u r getting what u pay for. Anyway I know u wont get 30m3g on a 30 meg connection allthe time but my connection spee for the last 4 mounts is roughly 1mb ot 1.5 mb download and 0mb to 0.9mb upload speed. Is that ....... ridiculous since I am paying without fail every month for the service. Is there someone I can complain to about virgin media? This is a total rip off. Which intrnet company take 6 months to solve speed problems. But if you don't pay for the service you get extra charge but yet no one is holding virgin media to account for ripping of normal domestic customers.

    I want to know what virgin media has to say. I am seriously considering suing them.
  • Reviewer
    Location
    WINCHESTER
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Major issues with email no resolved for the time being by the community rather than VM. Customer service/help is appalling with 5 phone calls cut off after 10 minutes with no understanding of the issues let alone a fix. Unfortunately I cannot get aerial TV so I am stock with these cowboys.
  • Reviewer
    Location
    Winchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Horrendous company to deal with. First contact on 14th March with a fault on my 6 year old tivo box. Was told they would send me a new 360 tv box. Here we are a month later. 9 phone calls totalling over 4 hours, 1 engineer appointment that I took a day off work for and nobody turned up( after I confirmed the appointment the day before with another phone call). Another hour phone call today where I was told due to covid they can't post me out a replacement box and this won't be possible till after covid is over! Even though all over their website it advertises self install and equipment can be posted out to new customers. A company that only cares about new customers and making money. Also refused to refund me for the services I have been unable to use, just the offer of a possible good will gesture once this is all resolved, bare in mind the resolution date I was given was "after covid". STAY AWAY FROM VIRGIN MEDIA
  • Reviewer
    Location
    Winchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    Took 6 weeks to install. Originally was given a date after 4 weeks but then the day before get a text saying its been moved forward 2 weeks without an explanation. Now i have nowhere to work and do my online exams.
  • Reviewer
    Location
    Winchester area
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I signed a contract for broadband and landline. When the contractors came they said they had no instruction to install the telephone, and they now say there is not the capacity to do so. Very disappointing and feel I have been cheated. I signed and they signed, but .... I have to pay quite a bit to have a separate phone and that was not the deal I signed up for. Beware cheeky chappies with their sales talk!
  • Reviewer
    Location
    Winchmore Hill
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I Have to say I think Virgins network and customer service is the worst i have come across in the industry.

    customer service is just a joke!
  • Reviewer
    Location
    Windsor
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had a broadband issue since May , 10 engineers later still intermittently dropping out , even the Engineers admit their Network cant cope with the service they should be providing
  • Reviewer
    Location
    Windsor
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I had Virgin at my last property, had a couple of issues but nothing major. Now at my new property I have had nothing but problems. Can't even use it most days. Very infuriating when there is no urgency to help or anyone to understand what I am saying. I am appalled at the amount of money they charge for their services and the customer service is so bad. Since the broadband has been installed I have contacted Virgin nearly every day for the last 3 weeks and spent over an hour on the phone each time. They finally agreed to send out an engineer but I would have to wait 6 days. I have just checked to make sure the engineer is still coming at the alloted time given to me and it has changed. Why can't they contact you to notify the changes? Very poor customer service.
  • Reviewer
    Location
    WIRRAL
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    I have given one-star for speed and reliability, although I have not yet had time to test these. This is mainly to re-inforce my one-star for customer service and overall satisfaction. If possible, I would give this -10. I placed my order for the Player Package, including Player TV and Weekend Calls but then I upgraded to Anytime Calls. The advisor told me to choose the self-installation option and the installation date was agreed. Then Virgin changed the installation date, because an engineer needed to do this. In the meantime, they had contacted BT with the original installation date and BT were going to stop services on that date. I found it extremely frustrating, trying to get them to keep to the original date – I went to about 4 departments and, each time, I had a 10 minute wait. After threatenting to cancel the order, they managed to keep to the original date. All the advisors I spoke to were based offshore and, although I have been advised that the calls are always dealt with both offshore and in the UK and that the calls just go to the next advisor, I would be interested to know the ratio of offshore to UK staff. Some of the advisors just failed to appreciate the problem and I believe that one of them gave bad advice, just to pacify me.

    When the order arrived, I found that the advisor had logged the order incorrectly and I received only the WIFI and Phone. I accept that I should have noticed that this was missing, when the email arrived with the order details, but I didn't. On the installation date, I spent at least 3 hours trying to get this resolved. I cut one call off after an hour, so it would not be charged to my bill. Then I had to go through it all again. I went to the department that dealt with 'home move leaver', got passed to Customer Services, got put through to Sales and then back to CS. The original connection took about 20 minutes and then each transfer took about 10 minutes minimum. My mistake was in selecting 'leaving due to home move', because I did not realise that there was 'leaving for any other reason', which is the one I should have gone to – this is the department that seemed to have any ability to understand and maybe do something to rectify this problem. It may be co-incidence but I made this connection after 4pm and the advisor was based in the UK. I still had to wait 20 minutes to connect. Unfortunately, although my account was active, their system had not been updated, so he could not progress any action at that time. What he did say was that the order logged matched the installation order – in effect, it was my fault for not noticing and following up before installation. I tried again, 2 days later on Sunday, today, and was advised that the system still had not been updated – perhaps because it was a weekend – I can't see why this is the case. I asked about my chat and was advised that these are kept for existing customers but not for others – again I can't see why. This advisor was based in the UK and was extremely helpful – she has noted that, as soon as my account details are available, she will contact me and discuss what offers are available and, if possible, try to include my Player TV at no extra cost.

    I was with Virgin for 7 years and, often I had to negotiate around a price increase, at renewal time. In the end, this was too much and I moved to BT. I had very few problems over this period and any time I contacted them, all my calls went to UK advisors and I don't remember any long delays . The current customer service at Virgin is abysmal – the delays are ridiculous and the quality of advice was dreadful. I don't know whether Virgin's customer base has greatly extended and they have failed to increase the customer staff or whether they have reduced the levels of customer staff, to cut costs, or whether the amount of complaints and enquiries has reached unexpected peaks but someone, somewhere should be aware of the adverse impact the current customer service is having on Virgin's reputation.
  • Reviewer
    Location
    Wirral
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I closed my account with Virgin and moved else where as they are too exspensive and all ways had issues with there service. My account was all paid off when I left them. Little did I know six months down the line Virgin Media didn't finalize there end and send off to Equifax that my account was settled and paid. My credit score has been impacted impacted greatly in a negative way and can't take credit out. Credit is everything these days and virgin have taken this away from me. I paid my bills on time how can this happen to a PAYING CUSTOMER!?

    Customer service is none existent, their service is intermittent and ruin your credit score!
  • Reviewer
    Location
    wirral
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Would never use again. Customer service is the worst from any company ever dealt with. Internet drops out or is slow. Cancellation charges are ridiculous even when they wont provide service to you because they are not in the area you are moving to. Staff are rude and aggressive
  • Reviewer
    Location
    Wirral
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    Very slow speeds. Terrible customer service. Standard responses to emails. Zero customer care and wish to serve - despite their staff's 'stock responses'.
  • Reviewer
    Location
    Wirral
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have been with Virgin for over 7 years having been with Talk Talk and BT. Talk Talk were very good and having bad experience with BT changed to Virgin because the speeds and prices were better overall.
    Over the years Virgin have never failed to impress me. The current package I have is TV XL Phone Medium and Broadband XXL. The speeds of the fibre optic broadband are brilliant. No bottlenecks. The TV works and the phone line is fine. This however only tells half the story.
    Virgin's customer service is fantastic. They have rewarded loyalty with making sure that my package is always cheaper than for new customers. And they allow me to review it every year to make sure I am still getting the best deal. As an example my broadband speeds used to be 60mb and speed tests showed I was getting 56mb. When I asked about further upgrades they told me that I could be upgraded to 152mb and still have my loyalty deal. In addition they reduced the price further.

    Good customer service can also be measured in response to when things do go wrong. Once again, their call centres, whether abroad or here (can't tell the difference anymore) are on the ball. My issues, whether TV or Broadband have
    always been resolved in one phone call.
    But here is to me the clincher.....I'm terrible at paying my bill on time. Combination of silly pay days and agency working means it's not always at the same time. It takes about 3 weeks for Virgin to suspend the service if you've missed a payment. On one occasion it was suspended so I got on the phone and explained the dilemma I had regarding my wages. The operator agreed to give me my broadband service and TV service back but with reduced speed and services until I made the payment, 3 days. And true to their word, it was back up to full speed and services afterwards. With Virgin, it's like having a mate. Reliable, trustworthy and ready to extend you a helping hand when needed.
  • Reviewer
    Location
    wirral
    Reviewing
    Virgin Media
    Date
    Ratings
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    never get the speed as they offer
  • Reviewer
    Location
    Wirral
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Tied in to a contract I wasn't aware I was in, received no notification of change of contract and wasn't sent anything to sign. Sky advised I could buy out my contract, more than happy to spend the money to get away. Since told Virgin buying out contract I've had issue after issue, and standard of customer service has dropped through the floor.
  • Reviewer
    Location
    Wirral
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Primarily signed up with virgin for gaming (which against popular belief only requires a STABLE 4-5mb connection). Virgin is great at 2am when I register 34mb speeds, and a ping well below 20. My computer is new, and hard wired. But I don't really need useful internet at 2am, I expected and pay money to get useful internet during the day and evenings. After 6pm until midnight, most nights, I've observed my speeds dropping to 2-4mb. The ping results are even worse ranging from 150 to 999. This isn't a slight drop in service that's reasonably expected, this is a failure of service. I can't game at night. A 1000% drop in download speed is completely useless to me. When I ping test, I receive a level of service to various UK severs far slower than someone in New Zealand or California. I'd love to ask virgin, why is my internet in accessing a uk server slower than someone on the other side of the world? This quality of service is a complete joke. Virgin broadband, as well as useless to me at night, is not reliable or stable. How they can produce adverts implying they provide internet that is usable for a whole family? Including myself there are 2 people in the household I live. I only have one device that uses internet, my hardwired PC. How virgin have not been sued for misrepresenting claims of service I don't know. At best there claims are misleading, at worst they deliberately lie about what it is they offer. My 50mb connection is suitable for basic streaming nothing else. Even worse then my old gripes, is that now the level of service is noticeably getting even worse, over the past few months. it's gone from bad to a complete disgrace!
  • Reviewer
    Location
    Wirral
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful customer service and awful awful reliability of broadband. I paid for the super fast fibre which was good for the first 6 months but shocking after that. I called on at least 6 occasions with broadband/WiFi failing and everytime the solution was to turn it on and off which is a complete joke.

    I tried leaving after my contract finished and they offered me a new contract with a £60 credit and did some ‘tweaks’ on their systems to help the WiFi run better, I decided to accep on the basis the first 6 months ran fine but lo and behold a week later the WiFi kept going down.

    Tried cancelling the contract again and this time he promised I’d have a month cancellation period, gave another £19 credit and sent and engineer out.

    Another week goes by and yet again the WiFi goes down. I tried cancelling for good and they claimed that I was outside the cancellation period. I had recorded all my calls with them because of this exact situation. Scumbags backed down and let me cancel but they tried offering me more solutions and discussing with a specialist on how to fix the issue. How about fixing it first time instead of when your about to lose the customer.
  • Reviewer
    Location
    Wisbech
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Very unreliable for the amount of money I pay. Nowhere close to the 200mbs I have, even after I have bought a high spec computer! Wifi constantly dropping with 2 mobiles on network. Constant reset needed. Smart TV struggling at times. Overall an underwhelming experience. Don't even mention Customer Support!!
  • Reviewer
    Location
    Withington
    Reviewing
    Virgin Media
    Date
    Comments
    Horrible customer service!! Especially the advisor from faults department should learn how to speak to the customers. My broadband isn’t working effectively. I have been said that, we pay for the wire connection and so WiFi is not guaranteed as per the terms and conditions. That’s the way it is and I should accept it. I have to put up with the connection. If this was mentioned by the sales team, I wouldn’t have dared to accept the connection.
    They never log the calls. So please beware of Virgin Media. I can’t change the provider as I am tied to 12 month contract. If it continues I would rather be ready to pay to break the contract for such an atrocious provider and customer service.
  • Reviewer
    Location
    Witney
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Well now, what a bunch of jokers Virgin Media are. So far it has been over 2 months since we paid them for an install which was estimated to take 10 working days.
    It's now over 2 months later and they can't even respond to emails or have the courtesy to provide any actual useful information. Avoid, avoid, avoid at all costs.
  • Reviewer
    Location
    Witney
    Reviewing
    Virgin Media
    Date
    Comments
    Terrible after sale service.
    Very difficult and time consuming to contact anyone when a problem occurs
    When or if you can eventually speak to someone it is suggested that you may be doing something wrong and if an engineer is needed to reslove the situation you will be charged a call out fee if not Virgin responsibility ?
    After many months of attempting to cancel my subscription both my family members and friends have now subscribed to a more impressive service elsewhere

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