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
    3.3 stars
  • Reliability
    3.1 stars

Based on 933 customer ratings since 2023-05-28 (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.

4,691 Customer Reviews over 118 pages

  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    What a diabolical company, I have had nothing but problems with their service from day one. First i was on the wrong package, had to pay to change over. then I did not recieve my bill via the e-mail so my services will be suspended untill I pay and I will be charged a connection fee. what rubish you try and speak to a manager and some woman with an accent I cannot understand or Identify says she is the best person I can speak to... God help me...
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I was recently upgraded to TiVO box not my choosing but any how. When O got the box had to call in to activate it. Did that once but the service didnt activate and I kept getting message Smartcard Invalid.

    When I called again and after half hour waiting the guy tells me there is nothing to do but send the engineer. The engineer only works limited hours during the week so now I have to take time off work to stay at home for engineer to come. In the meantime no TV for 5 days. Thanks alot Virgin Media....
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    Oh what can I say about Virgin Media another with bad customer service under its belt!
    I signed up for 50Mb Broadband, telephone and tv in July 2014. But guess what? there was no telephone because there was no more lines available on my road. They had reached their maximum installation, I'll be put on a waiting list until a line becomes available.
    But here's the problem... the package for the three was £29.99 for six month on 18 month contract. After which I'll pay full package price at £35.00.
    They installed the tv and the broadband. I thought that I would receive some type of compensation, but instead they said I still have to pay the £29.99 for the six months.
    I had to make numerous of calls to say that this was unfair since the package I received was incomplete and the weren't in a position to inform me when I could have the telephone installed.
    I experienced frustration dealing with the representatives of Virgin Media. The internet service was also bad, as there was always a drop in speed which I had to call technical support for several times.
    I cancelled within the cooling off period and I will never go back to Virgin Media. All these companies are just extorting money from the public and are not interested in retaining customers.
    I won't recommend Virgin Media!
  • Reviewer
    Location
    Sutton Coldfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Virgin Media just don’t seem to want me as a customer. They can’t, or surely they’d make some effort to complete the installation they started nearly 3 weeks ago. During most of which time, I’ve been without either telephone or broadband, because, of course, my previous provider disconnected my service, at Virgin’s request.

    Apparently, Virgin need permission from the local Council before they can carry out my cable re-pull. And they need to give 2 weeks’ notice to the Council. Which I guess they did, as I had to wait over 2 weeks for my engineer appointment. Of course, the engineer never turned up, but I suppose I should thank Virgin for the minimal effort they made to contact me, just the day before the engineer visit was due, to inform me that he now won’t be coming for another 4 weeks. Which means I’ll have been without any service for a total of 6 weeks.

    Why is it going to take 4 weeks now? Something about the poor Council being a bit overworked around Christmas time, apparently. Not Virgin’s fault at all, oh no. And no, they couldn’t possibly contact the Council on my behalf, to see if they could speed things up a bit. And no, they can’t really provide any more detail so that I could maybe chase it with the Council myself. But yes, they’ll certainly e-mail the nice lady in the Construction department, who’ll no doubt phone me back, even though she failed to respond to their previous e-mail; I’m sure she’ll manage it this time, if she’s actually in the office of course, though if she isn’t, it wouldn’t really be the done thing for one of her colleagues to pick it up instead, sorry.

    The lovely people at Virgin Media do pick up the phones quite quickly, I’ll give them that, although they don't seem able to resolve any but the most trivial issues; never mind, they’ll gladly pass your query on to someone else, who may or may not respond (Kay in the Construction department, I’m talking to you.) And you can tweet them as well, obviously while you're at work, as you’ve no internet at home, but unfortunately the Twitter people just refer you to the aforementioned telephone advisers.

    I could go on, but I have already, at some length. You get the message: do not attempt to give Virgin Media your custom, they probably won’t want it.

    PS. The people in their billing department are quite good, though, they’ve managed to bill me already for my non-existent service. Employees of the month, no doubt.
  • 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 with Virgin Media for many years, enduring constant poor non existent customer service, interrupted internet service, periodic loss of telephone and television service.

    It is now 18-12-2015 8:30pm and my entire street (Virgin Media customers only) have been without television and internet for 48 hours. I have been told by Virgin's so called customer care team that it will be another 17 hours before any further updates will be given. The issue is simply due to the upgrades occurring in the area therefore it will benefit me in the long run.

    My only internet access is now through that which is provided by my mobile phone company.

    I do not know how companies like virgin get away with providing such poor service to their customers. It is wholly unacceptable. Although it means little to them, I have now terminated my contract with Virgin. I now look forward to when my 30 day notice period is at an end.

    If more customers walked away from Virgin due to their poor service and uncaring customer service team perhaps then we will see Virgin making marked improvements.

    For now as long as customers suffer in silence and pay their hard earned cash for a less than adequate service, Virgin will continue to be insensitive to their customers and treat them with total disregard.
  • Reviewer
    Location
    Kent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    HAVEN'T EVEN GOT THE BOX AND THE CUSTOMER SERVICE I RECIEVED WAS APPALING. I phoned up and spoke to Alex who wasn't listening to what I say saying, refused to acknowledge when I spoke and overall treated me like crap and then proceed to hang up on me! I was questioning the price of the package and has found better price for same package and he point blank refused to help! Them phoned up again and got told they couldn't help me what so ever! Been with Virgin Media for less than 12 hours and already the customer service has made me want to cancel my package!!!
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I have been with NTL/Virgin for over 16 years and pay over £80 a month for something which is between a Big Bang and Big Kahuna package, but with no Tivo box and an upload of no more that 19 Mb. I realise that I have been stupid in not switching before. Why are loyal customers treated so poorly?

    But it is not easy to select a new provider.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I have been with NTL/Virgin for over 16 years and pay over £80 a month for something which is between a Big Bang and Big Kahuna package, but with no Tivo box and an upload of no more that 19 Mb. I realise that I have been stupid in not switching before. Why are loyal customers treated so poorly?

    But it is not easy to select a new provider.
  • Reviewer
    Location
    Bury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After receiving the contract price increase letter I phoned to cancel my contract. I was informed by Virgin that it would cost me £150 to cancel the contract as I had 8 months remaining and that the price increase clause was written into the contract.

    I would encourage anyone who is not happy with their contract price increase to be wary as if you do not accept Virgin will lie and try to use the threat of a cancellation fee!!!

    Got the contract cancelled (charge free) but I wouldn't ever use Virgin again.
  • Reviewer
    Location
    nottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    Apart from the rubbish installation, my main problem is the slow broadband, when we complained the customer service person said they were horrified it was that slow and they would send an engineer out.

    He turned up did nothing said it was fine and we could only expect 40 mgs even though we are paying for 152. He said it was our equipment, brand new iPad ha ha and that we could only get upto a 100 mgs if we used an Ethernet cable, who uses an Ethernet cable we want WIRELESS. Don't waste your money promise you the earth to get your business and then Fob you off.
  • Reviewer
    Location
    Stoke
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    As a gamer it is essential that I have a good connection while online. Virgin media is arguably the worst broadband I have been with. With the super hub 2 it is very inconsistent with latency. It also cuts out every 5-10 mins in 5g, as a result of this I have had to use 2g and purchase a broadband booster. After this the quality is only satisfactory.
  • Reviewer
    Location
    Blackpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I thought virgin media was a good , large company that was well established and would provide a brilliant broadband service. We could have got a cheaper package from other companies but we thought virgin media would be best.

    How wrong we're we.

    Broadband is so unreliable, goes off all the time and keeps disconnecting. Had a new router sent out to us and two engineer visits but it still doesn't work as it should.

    After complaining to Virgin we have been told that Virgin say in their terms and conditions that the wireless internet is not guaranteed. They only guarantee. Wired internet connection.

    Who in 2014 wants their iPad, laptop etc connected by a wire to the internet. Everyone wants and rightly so their home internet to be wifi.
  • Reviewer
    Location
    Essex
    Reviewing
    Virgin Media
    Date
    Comments
    By far the worse UK`s communications company. They boast about the so called turbo speeds they have to offer but really never deliver.Average speed is 10-20 on a good day and drops quite often or spikes in the evening.Worst customer service I`ve ever encountered who are there just to fob you off ....that is they understand your accent in New Delhi & hardly ever make notes on their system regarding your complaint so when you call again your back to square one.
    Bet you R Branson is using BT infinity
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Very disappointed to say the least with Virgin Media Business.

    I arranged a simple residential to business change over and was told this could be done without the need to dig up pathways or interrupt any neighbours as we live in a block of flats.

    The surveyor spent literally 5 mins here and didnt ask any questions just said it could be done from the flat.

    The installations guy came and then told me I must either drill holes in neighbours walls or dig up pathways in order to do what we asked.

    Guess what the sales guy had put the contract in wrong and had told the surveyor it was a new install.

    Whilst here the installations guy put his manager on the phone promising to do it from our flat - never have I heard back from him since.

    Furthermore virgin sales and virgin order dept keep blaming each other and even telling lies about why this all went wrong I can proof this too as I kept all the correspondence.

    In fact Virgin Ordering Dept are now ignoring me as I seek compensation for 6 weeks of messing around trying to do a simple easy task.

    Be very very careful and keep all emails if you choose Virgin as they tell you one thing and dont back up their promises, I will never use them for any business related device as they are unreliable.
  • Reviewer
    Location
    East London
    Reviewing
    Virgin Media
    Date
    Comments
    Avoid at all costs. Everything has been awful from the moment we signed up. Firstly, we booked the date for them to come and set up, waited in all day, and nobody came. No reason was ever given, we were never informed, we had to call to rearrange, which of course meant waiting a couple of weeks until another opening.

    Now, 4 months into our contract, we regret every day the decision to go with Virgin. Firstly, the signal doesn't reach all the rooms, even of our very small flat, we have had to purchase 3 signal boosters for a 4 bedroom flat. Secondly, we pay for 152mbps, but you could count on one hand the number of times we have even approached this. The combination of poor wi-fi signal, and low speeds mean it's not unusual to get speeds below 5, or sometimes even 1, mbps in the bedrooms.

    Thirdly, it regularly stops working totally. It's extremely rare for a day to pass where it doesn't drop out, with drop outs lasting anywhere from 20 minutes to a couple of hours. We have to turn the router on and off again a couple of times, most days. We have had them come and replace our router for a new one, which has changed nothing.

    Fourthly, our experience with customer service has not been positive, with them showing little enthusiasm for trying to help us improve our experience.

    Fifth, they have just informed us the price is going £3/month, despite the fact we already vastly over pay for the quality of service.

    If you are considering Virgin, reconsider. When this contract is over, I will chose ANY other provider, even if it means paying the same for a 'slower' speed, as all Virgin's big promises about speed are empty.
  • Reviewer
    Location
    Pettigrew
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I changed from BT because of lousy service, slow speeds, no connection, etc. Although Virgin is a small improvement I still get days of almost non existent and incredibly slow speeds with web pages frequently timing out. Everytime I phone up I have to go through the same proceedure that does absolutely nothing. Basically I'm paying for a service I am not getting. To my mind that is a rip off.
  • Reviewer
    Location
    Walsall
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    There is not one thing virgin do well . nothing. Wast of time.
  • Reviewer
    Location
    Clapham, London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Had this review been written a couple of months ago the review would have been glowing. However the speed drops considerably now and the reliability is horrific. When contacting their help department they reset the router or tell me there is no issue after being on hold for over ten minutes, neither of which resolve my issue. It is not uncommon to hit pings of 300ms and download speeds of 2Mb/s, 50x lower than what I pay for.
    Previously I was on Plusnet, which surprisingly, managed a stable 77Mb/s on their 76Mb/s package for almost two years. Can heartily recommend them as an alternative to Virgin Media.
  • Reviewer
    Location
    Acton W3
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin promise a lot and charge accordingly. They correctly realised that fast internet is what we need. But they deliver it intermittently. It works OK during the day but in the evenings, when there is presumably great demand, the speed drops to pre-2000 levels. This isn't mentioned in the advertising. Very disappointing and very frustrating.
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    was promised 60mbs when intalled but engineer left with it at 20mbs and said it wasnt right but left it then it was supposed to rise to 100mbs in july i still average 30mbs fed up of calling and be made out to be lieing was told due to a 3 month outage in the area i was eeeligible to cancel but then when i phoned back to cancel i was told i have to pay £250 NOTHING BUT UN HELPFUL LIERS BEWARE!
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Terrible speeds, a 50MB package barely rises above 1.5MB, with regular dips to 0.5MB. Getting 1% of promised performance is unacceptable.
  • Reviewer
    Location
    Stourbridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've been a loyal customer for approximately 13 years. I'm paying £80 a month for an Internet service that is beyond slow, telly programmes - most of which I could get on Freeview and weekend and evening calls. I've just received a letter telling me the price is going up again. To top it all, my son went onto the Virgin forum, (again)!, to complain about our Internet service and received an unbelievably rude response from the guy who is employed to answer the questions. It was so bad, even other customers commented on it! Time to part company I'm afraid!
  • Reviewer
    Location
    Greenock
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor reliability and appalling customer service. Have complained several times to both technical department and customer services. They both have told me that in there words. "There is nothing they can do". I find this totally unacceptable considering I have been a loyal customer for many years. I have now submitted a formal complaint to the CEO of the company.
  • Reviewer
    Location
    Northwest London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been a Virgin Media Broadband customer for several years, however problems always keep happening. Initially, we was told that there is maintenance work going on which last a year and half and to compensate they gave us discount on our monthly payment to them. Then finally internet was doing good but till recently on my wireless I am not even getting 1mb, the speed is like 0.7mb and I am literally just a thin wall away from the hub. I called Virgin Media, they ran several tests which proved unsuccessful as they blamed the insulation in the wall which is completely untrue. So then the next blame went to somebody in area installing other devices which is interfering with mine and therefore there is nothing they can do. They were also happy with me getting less than 1mb wireless internet as they said I am not paying for wireless, I am paying only for the wired connection and wireless is an added bonus with no connection speed guarantees which means even if your wireless speed is 0, that is considered satisfactory for them. I would have thought a broadband company would at least aim to provide basic wireless speed to just browse internet or watch few videos, but that isn't the case with them. Furthermore, they recommended I should buy another Router that is more powerful as the one they provide is not satisfactory for providing the relevant wireless speeds needed. So now I have to spend an extra £100 of my own money to compensate for their rubbish Super Hubs as well as pay them full price for their unhelpful services.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Very disappointed by this company that charges a lot and treats its costumers in a very bad manner. I moved after 6 months of contract, got an appointment for the installation in my new home. But noone came and I learned afterwards that they weren't able/willing to install. I waited for nothing, they never called me and cancelled my contract straight away without notifying me ! Very disrespectful. Very bad.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Worst service ever... Broadband is not even close to 50 mbps.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Since I signed up one month ago, my connection has been on and off, I have spent in phone calls to the customer service around £40. In the last 34 days, 5 of them I could not do anything internet, total cutoff.

    They tell me that, in the contract they don't guarantee the up-time...

    One of the failures was at the beginning, and they told me that it would be fixed in 24 hours. Now they are telling me, 20 after when the connection has been on and off, that if will be fixed in 4 days.

    The service is not reliable, If you are working from home, or really need internet 99% of the time, I would not recommend Virgin at all.

    Complains department tell me that it could be worse, it could have happened to me that I was 6 month with no internet.

    Of course if you want to switch provider... you are going to pay for that... even one month after you signed up.
  • Reviewer
    Location
    wandsworth, london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid Virgin Media like the plague. I get on average 1-2mbps with frequent drop-outs. Several modem reboots will restore to this poor speed. Customer service is dreadful and their site deliberately hides actually being able to make contact. 9-5 help is not acceptable in this day and age. I'm off to BT
  • Reviewer
    Location
    Cardiff City Centre
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Have top package but don't know the name! I must have been in the lucky 10% as my broadband was ok 75% of the time but the day broadband companies were told 10% success in hitting their declared speeds was not adequate I've been unable to stream anything for more than 60 seconds! Atrocious quality, not worth the money, was going to buy a package for my girlfriends house for christmas but now going to check my contract end date and hand in notice. Have to stream now on 3G and I'd go as far as saying 100 times better speeds. Don't buy if your in Cardiff City centre you'll regret it!
  • Reviewer
    Location
    Wokingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Stay away from the so called super fast fibre optic broadband. In the last two months, I have experienced such a bad service that I almost got my Blood Pressure out of control talking to the virgin care.
  • Reviewer
    Location
    Newcastle
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Customer service awful, they cut me off twice and didn't think of calling me back when I had a problem! Very rude on phone aswell, they didn't listen to what I was saying.
  • Reviewer
    Location
    uk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    poor speed 3.2 Mb on fibre
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They do you deals which you think are permanent only to take them back and charge you more when renewing your contract. We are paying more now for less service than we were receiving in 2012 AND the prices are going to go up ABOVE inflation in February 2015.
    I’m constantly watching better deals being offered to new customers with nothing being passed on to existing customers. Once you're in you're in and the cost to cancel your contract is basically the same as staying with them until the end of the term....
    I don't believe that when something becomes more efficient that it costs more.
    This company should invest its own money into upgrading its infrastructure and paying its shareholders and not hold us to ransom.

    End of contract, I’m out.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    There's nothing good to say about Virgin. Constant incorrect billing (always in their favour), apologies and then another incorrect bill. I had to spend ages trying to sort simple matters out with their customer services - whatever you do don't waste your time and money.

    They have been so bad its hard to believe that its not policy to try and get as much money out of unwitting customers as possible. The broadband is overpriced and you don't get what it expounds so look elsewhere or your a fool for getting involved with them.
  • Reviewer
    Location
    Jones
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've got to say Virgin, you guys are absolute con artists with deceiving selling tactics and who clearly want to squeeze every penny out of every service you provide. My parents had been loyal Sky customers for years (9 in fact) and mistakenly thought that loyalty paid dividends. Which most savvy consumers know, when you aren’t getting what you paid for, you go to an alternative provider who can offer you better for either the same price or preferably cheaper. When Sky broadband wasn’t providing the service they were paying, i looked into a better alternative for them. Virgin, as it happened, at been inundating them via the post for some time to try and sway their hand, My step father who was dubious to change as they enjoyed all the comforts of Sky TV and the calls to Australia (where myself and fiancée live) which Sky offered at a good rate, wanted to see whether Virgin could offer them something. My parents had the full package with Sky - TV/Broadband/Phone etc and although it was the broadband they were mainly unhappy with, listened to what Virgin had to offer. For a few weeks, telephone calls went back and forth with Virgin, the sales advisor very keen to get my parents on aboard and eventually agreed to match what my parents were paying at Sky and promised that EVERYTHING my parents had with Sky, they would get with Virgin (apart from Sky Atlantic but that was fine) As they were changing for fibre-optic, they thought this was a good deal to change over from Sky so decided to give it a try, bearing in mind my parents are very old school and hate chopping and changing. Fast forward to this week. They had a friendly Virgin chap come round and set everything all up for them in a few hours and my parents seemed fairly pleased with the easy transition. That was, however, until they decided to watch TV and noticed they weren’t able to access the Sky Sports and Movie HD channels which they of course found strange as they were promised by the Virgin Sales Advisor that my parents would get EVERYTHING that they had with Sky. Needless to say, my parents rang Virgin to query this and would you believe the audacity of the person on the phone who said that my parents would have to pay an extra £7 per month for the Sky movies and sport HD Channels(!!!) Of course, my step father who had to be convinced to change in the first place was both shocked and angry at this. The unsympathetic cancellations advisor or whatever they wish to call themselves, in a very patronising manner said that 'on this occasion, we will waiver the extra £7 per month for 12 months' as if this was a gesture of good will even though my step father thoroughly explained he had been mis-sold the package. My parents eventually got what was promised and were able to get the HD channels. The next day, my parents noticed that when they were getting incoming calls the caller ID was coming up as 'External Caller' which they have never seen before so decided to call Virgin again to find out whether this was their doing as they couldn’t see the number or their phone, guess what? Virgin said 'To have that facility you need to pay an extra £2.25 per month'! Now, you could be reading this thinking, its only £7 and £2.25 but when you put that on top of what you are already paying and when you have completely changed everything from another provider on the promise and guarantee that everything would stay the same, you feel conned and mis-sold. Virgin, your selling tactics and customer service come under real scrutiny with this and because of this, you have lost what would potentially be a loyal customer (providing you gave the service which was promised) now as they are in their 14 day cooling off period, i am now helping them look for another provider. Thank you for teaching us a hard lesson that dont expect to receive what you are promised, will be delivered. Note to all potential Virgin customers. Make sure you know what you are paying for, even though they promise to 'Match' whatever you were paying before. I will be posting this on other review sites and considering contacting the financial ombudsman to save anyone else going through the hassle you have given to my parents.
  • Reviewer
    Location
    birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have been a customer of virgin media for 14 years. and reading some of the reviews were shocking I have been really pleased with there service. broadband speed fantastic satisfaction all round. any problems sorted within the same day.all my family are with virgin media and we would not change to anyone else.
  • Reviewer
    Location
    Chipping Ongar
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Virgin are overpriced as most of the broadband companies are. My broadband went down a week ago for one whole week. They told me they didn't know where the box was to fix it in the street, It took three visits to sort it. The customer service in India was also of no help and quite rude. As a gesture of good will as they called it they credited my account £5. That says it all really. Go with anyone but these crooks. Best of all is don't go with any of the big companies. BT for phone and freeview is what i'm going for next.
    By the way my one stars are only because there is no lesser option.
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    Virgin Media
    Date
    Comments
    I was meant to be getting 60mb of internet. Super fast fibre optic they call it. For the past month it has been extremely low. Reaching 0.35mb which is ridiculous. Contacted an online chat support who was rude! He also had the nerve to log out of the chat before I could respond! Virgin Media staff tend to be very helpful when getting you to sign a contract!
  • Reviewer
    Location
    Redcar
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am supposed to have 150mb today's speed test is 15mb that is 1% of claimed speed ! And their wireless router has the worst range I have ever seen at the end of my contract I will not renew I would rather pay 25% of the cost for 25% of the service than pay 100% for 1% of the service
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    The most disappointing part of Virgin's broadband service for us has been reliability. Since signing up we have had a 1-day outage once per week. We plan on switching to another provider.

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