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
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Unreliable at times, download speed varies quite a lot, dreadful foreign based support/helplines, GREAT offers for new customers whilst generally exploiting existing customers. Try elsewhere first!
  • Reviewer
    Location
    Lanarkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company should be closed down they are stealing money from peoples bank accounts.

    Virgin Media are the worst company I have ever dealt with, they are totally incompetent. They have been over charging me with wrong bills for six months now. Several times I have phoned their customer services to get it sorted, they tell me its sorted then overcharge me again, I have now cancelled my direct debit to protect my money they keep STEALING. I am willing to go to court with them over this, and I urge EVERY Virgin Media customer in the country who has been wronged to take them to court. If every dissatisfied customer takes them to court hopefully we can put them out of business as they are acting like a bunch of crooks. THIS COMPANY MUST BE CLOSED DOWN THEY ARE CONTINUALLY REMOVING UNAUTHORISED SUMS OF MONEY FROM PEOPLES ACCOUNTS AND THAT IS JUST WRONG.
  • Reviewer
    Location
    Surrey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling service with virginmedia. The broadband is so intermittent it is impossible some days to use laptop. This has been an issue since May 2014. We have had engineer out who replaces hub set top box etc and have been advised to increase speed but no improvement. It is one nearly November Virgin customer care have kept telling us this will be sorted it's a cable fault from them but it is so intermittent. They really don't care at the appalling service. We need this for business and were planning to set up a business account with them but after the standard, or lack of , the customer care over the broadband will not be doing so.
  • 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
    London
    Reviewing
    Virgin Media
    Date
    Comments
    The only problem is the internet, its constantly going on and off at LEAST six times a day. Seriously needs to be sorted out. Everything else is great
  • Reviewer
    Location
    perth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    There customer service is absolutely diabolical my broadband is constantly buffering and freezing I have been past from pillar to post speaking to rude advisors who I can barely understand one told me to stick a pin in the hole in the back of the router with the result ii lost the settings so they told me to get a laptop or borrow one to be able to get the settings back on my router when I said I couldn't do that they said well we can't help you they promised me a new router an engineers visit which never happened I was told every time I called that they were monitoring my connection as it keeps dropping notba thing has changed they are totally incompetant
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    After a visit from a friendly salesman in March this year, I signed up to Virgin broadband as one of my lodgers, who paid for a Sky package, moved and took it with him. It was set up quickly and worked perfectly until June when the signal became intermittent. By July it packed up completely. I tried calling to rectify the problem but could never get through. E-mails were left unanswered and I wrote instead.
    In the meantime, I also had problems paying the bills. They only offered on-line payments but failed to give me the passwords and special pin numbers to access and pay the bill. The bill e-mails also arrived on the day the bill was due therefore my delayed payment (by cheque) included a late payment charge. I wrote two more times to complain about both problems but still no reply. My third letter resulted in an automated letter confirming receipt of my complaint letters but nothing else happened.

    Not long after the broadband failed, the box overheated to the point where it was too hot to touch and smelled of burning plastic. I unplugged it as soon as I noticed it. (I had to hide the router outside as one of my silly clown lodgers, fed up with no internet, kept plugging it back in despite the danger!) Once again I wrote to Virgin with now three complaints - plus a threat to request cancellation but still no reply. At the end of July I wrote one final time to say I was cancelling my subscription and would only pay the final bill for July plus a month's notice, for August, which I duly paid.

    Late August I finally received a letter from Virgin Media Customer Complaints Department. The gentleman made various claims and excuses and even contradicted himself a few times. He basically said I had to telephone to cancel the service but because I was still under contract, a £180 fee plus an extra month's bill had to be paid. H even said they had no record of me reporting any faults. I wrote back pointing out these issues and my refusal to pay the fee as they breached the agreement by not providing me with any service. I also pointed out that I had requested to cancel in writing and was not comfortable handing over sensitive information over the phone.

    He wrote back again urging me to call but I refused. By now I received another bill (this time by post because I ignored the e-mail bill) for September which I did not pay. He said I still had to pay the £195 cancellation fee (it increased!) really pushed the need to phone him during office hours. I work during the day making this impossible. He also said they had a record of me calling Virgin in June about the billing problem but had never reported the fault.

    Disgusted by such ignorance, I waited before writing back. I received another bill (by post) for October's outstanding bill plus another letter from Customer Care issuing a Default Notice. I was given 14 days to reply. I have sought some legal advice and written to the gentlemen in both departments standing firm to what I already said. Now I think it is just a battle of the wills. Is it worth taking me to court for £91 outstanding? What happened to the £195 fee?

    By this stage, the phone calls started. I had one missed call each day for a week. I looked it up and saw it was Virgin. I saved it in my mobile as 'DoNotAnswerVirgin1'. I also received a daily text message asking me to call them. Over the last two weeks I have had three calls a day, between 8:20 and 19:00 from three different numbers (all saved the same as above but with a '2' and a '3' at the end) plus one text message per day. I duly ignore them.

    My advice is NOT to make (or receive) phone calls but put everything in writing. This way you retain a hard copy of all correspondence. Phone calls are time-consuming, expensive and are recorded to be used against you. All other companies expect contracts to be made out in writing including the cancellation of such agreements. Virgin prefer to get you on the phone, twist your words and delay cancellation so that they can extract more money.

    It makes that creepy, grinning goatee beard seem all the more sinister. Avoid Virgin at all costs.
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    It's brilliant when it works but right now I'm using giffgaff internet to ask why my virgin simply isn't working at all even when the modem isn't flashing any suggestions of difficulties.
  • Reviewer
    Location
    Ashford, Surrey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Advertise BIG and don't deliver, is the order of the day with Virgin. Every time I log in, a banner advertises that in October 2014 my Broadband would be SUPERCHARGED from 30Mb to 50Mb...October came and the banner changed from October 2014 to between February and June 2015, come then, no doubt the goalpost will change again.
    Credit where it's due. I asked for a free upgrade to 50Mb because Virgin's upload speed is absolutely dreadful. They promise 10% of your download, but you will only get 10% of the package below the one you have. So my 50Mb has a 10% upload of a 30Mb package...barely 3Mb

    Customer service is friendly, but useless.
  • Reviewer
    Location
    derby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Have been with Virgin for 10 (odd) years.
    No complaints! :)
  • Reviewer
    Location
    Rugby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Having given one months notice and cancelled my direct debit I was sent a final bill covering a period after I was disconnected. I was advised that Virgin was unable to take money from my account a few days after I had been disconnected. I was hassled for payment, recd a pay up or else letter, had a debt collector on the phone, after several weeks it transpired my months notice had not been processed for 2 weeks after I had sent the email and they were chasing me for payment of the final 2 weeks they thought I owed. Why couldn't they have told me that in the first place. I was promised a letter of full apology, needless to say it never arrived, nor did a refund of the days owing to me between the end of my notice and the expiry of money they took the previous month from my account. All this hassell because I forgot my password and they wouldn't help me to remember it, so I went with a cheaper supplier. They also claim the phone line is not disconnected until a week after it has been, they are yet to explain that one to me. Don't touch them Virgin with a barge pole.
  • Reviewer
    Location
    coventry
    Reviewing
    Virgin Media
    Date
    Comments
    who ever reads this please do not join this company as it is a con.i was told my bill was 31.99 and i was always charged 43.47.
    most importantly all my friends say that they keep getting over charged in the bills.i am now seeking legal advice. looking forward to leaving the company a.s.a.p
  • Reviewer
    Location
    Stourbridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've always had problems with Virgin broadband. Especially when living at home with my parents but when moving in with my partner unfortunately I assumed that they'd be great to us! Considering the experience my partner had with his parents internet was fantastic.

    We applied for the 100mb Broadband and within the next day we received their new SuperHub. The person who came just gave us the box.. They didn't install anything, which I assumed they had to but apparently not.

    During the night of receiving this package me and my partner decided to start to plug everything in. We followed absolutely every instruction given, only to find that we were getting nothing and when I say nothing I literally mean it, our highest download speed was between 3-5mbps.
    After getting extremely frustrated with trying everything to get our internet to work, we chose to go old fashioned and use Ethernet cables and still received only 3-5mbps.

    After calling up customer services and waiting from 30 minutes to an hour, we were notified that a engineer will be sent to our home to solve the problem because apparently it's only a minor technical difficulty with the lines outside.

    The engineer came round the next day and immediately stated "That there was nothing he can do." This is before he's even step foot into our home!
    He told us that Virgin had been over selling their internet and that their network could not support the amount of people going online. He stated that on the 29th of October the company, Virgin, would be turning on "new junctions"(more channels for the internet to go through). It is now the 6th of November and our highest download speed has been 2.34Mbps.
    No matter how many times we have called the company the only reply we receive is "We'll get back to you."
    Virgin media only cares about their money. It's disgusting and borderline illegal.

    "Thanks for choosing Virgin media. You couldn't have joined at a more exciting time, with so much to look forward to. You see, we're always thinking of new ways to give our customers the best experiences we possibly can. The sort that make you glad you picked us."

    HA! More like;
    "Thanks for choosing Virgin media, the worse broadband you could possibly have ordered.
    You couldn't have joined at a more excitable time, with so much to look forward to. You see, we're always thinking of new ways to scam our customers of their money and give the worse experiences we possibly can! The sort that makes you regret you picked us."

    I will never recommend this company ever again. I will never use this company again. They are terrible! They treat you like utter dirt.
  • Reviewer
    Location
    Southampton, UK
    Reviewing
    Virgin Media
    Date
    Comments
    Broadband service rarely peaked above 40MB and that was on a good day. Average was 20MB. Rang 4 times over the past year because service randomly dropped out and they had to "update firmware".
    Having to leave property and now lumped with an extortionate £130 disconnection fee. I would NEVER recomend their service again. Truly awful.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    For the second time in 8 months I have been let down by the incompetent Virgin Media, I ordered broadband as it was already in the building and waited in all day 9am to 5pm as Virgin Media uses the most inefficient companies to deliver their modem. The modem arrived at 4pm, I started the setup process and rung Virgin To activate they said internet would be up and running in 20 mins. 30 mins later still no internet rung Virgin and was told there is a fault and I would have to wait 48 hours for an engineer to come out and sort the problem. The arrogant customer services manager proceeded to boast about the 90% setups that are successful instead of providing an explanation as to why their service is do appalling. I went through this same problem with Virgin in another property, they provide the worst possible service and are the biggest time wasters. Each year with Virgin a Broadband there will at least 2 on3 time when there will be no internet. Instead of Virgin Media investing in their technology and customer service and providing a more reliable broadband service they are investing money in trying to get the public into space to kill them, If you have a choice do not use Virgin Broadband as they provide the worst possible service and always will.
  • Reviewer
    Location
    Derby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    Comments
    Terrible ISP. Virgin Media have to be the must unreliable service provider there is. It may be dirt cheap but that's because 70% of the time you don't get the speeds you pay for. I my self play games a lot, I find that I can't play online at all as the response times are just too poor. The download speed gets cut off a lot too, I pay for 50Mbs but only get 5MBs most days its very rare I get what I pay for.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Very very disappointed with the service I have had with Virgin Media. The broadband is great and very fast, that is when it is actually working! A lot of people told me to avoid joining them but I ignored them! My connection drops all the time. I used to ring virgin customer service who would blame it on the wifi, I kept telling them the wifi is still connected and fine and explained it was the connection. Their next excuse was that there are updates happening in my area to improve the service. I have been told this now every time I have called for the past 6 months but I never see any improvements. I have now give up. I even emailed the CEO who just replied basically saying "looks fine on our end". Complete and utter BS. I have already been in talks with other suppliers who are looking into getting me out of the contract. Plusnet were fantastic and I never should have left!
  • Reviewer
    Location
    portsmouth area
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Yes the offer very good speeds but the service is just not reliable and drops out without warning and when you try to contact them you end up speaking to India to a person although very polite is pretty clueless and cannot give you an answer .I have had several periods is no service for several days at a time ,their whole infrastructure is just crap!
  • Reviewer
    Location
    derby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    RUBBISH. The broadband is either not working or the 'technicians' are working on it. Its not just down for 1 hour its 8 hours plus.

    They promise to knock ££££££ off your bill but that has to be followed up weekly. Wish I never joined them -_-
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've had a broadband fault for THREE MONTHS and Virgin is unable to fix it.

    I'm calling Virgin for the 16th time today (I wish I was joking!) and they still don't know what the problem with my broadband is. It is dropping every single day, many times, sometimes for half an hour, for no specific reason. Each person on the phone tells me the same learned formula, and I wait for 8 minutes listening to music. They have no idea and keep telling me things are fine at their end, or keep checking something for weeks with no results, or just transfer me to other people who also say the same learned formulas. This is now over three months that this is happening. No results.

    They have sent an 'engineer' to my property to check the phone. He checked that the phone was fine (but I still hear cracking noise on the line!). Then he said he has no idea about the broadband and told me that I know more than he does. He rushingly called his colleague, telling him on the phone 'you did the broadband course, right?' and has managed to get some VERY GENERAL information from this guy, which summed up to what I already knew - that my internet is not working. Thanks, Virgin, that it took you three months to determine that my internet is not working. This is a genius discovery.

    I'm changing a provider today.
  • Reviewer
    Location
    Shepherds Bush
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Although we are paying for the fastest package, our broadband is mostly so slow it is unusable. Daily tests show that the max speed we get is 15 Mb - while we are paying for 152 Mb. What a laugh. The customer service people trot out the same old rubbish about re-booting and I have simply had enough of being ripped off. The only good thing about Virgin Media is the engineers who have come to see us to try to fix things (many times)are very helpful. I think the problems with Virgin Media are systemic and they are unable to deliver the speeds they advertise.
  • Reviewer
    Location
    glengormely
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    14 yrs later with vergin and every new upgrade broadband speed gets worse on 152mb now and can no longer play multyplayer games due to major packet lose, if your a gamer don't touch them low pings but bad latency and packet lose very unstable and customer service haha if rebooting your modem dosent work forget it,,cant wait until my contract ends time to move
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    When it works, the broadband is fine. However, when there is a problem, it's difficult to convince Virgin Media to send a technician to the house to resolve the issue.
    Specifically, I am asked to rerun tests on my router each time I call. This is inconvenient since I am often not at home during the day.
    Service would be better if they had a record of previous technical calls/visits and didn't require me to rerun the same tests ran only a few days ago.
  • Reviewer
    Location
    Swansea
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Student at Swansea university, in a house with 5 others, virgin seemed the perfect choice of broadband provider so we could all be online at the same time when we needed to do assignments or for streaming video. The service (when it worked) was fine, fast enough for all 6 of us. I'd signed up to a 9 month student contract. Once this device period was up, and we'd all moves out however, the next months of food money had been taken from my bank, and they were still billing me. After querying this via their online email form (as there is no way you can actually email someone specific and their phone lines are always full of people complaining, or closed), the explanation I received by what I can only described as a barely readable and and lazy reply was that I was now on a rolling contact became I did not call them to 'cancel' by services. My contact states a minimum service period of 9 months, and no where did I agree to any longer when I made an account online. I was not aware you had to give notice to 'cancel' and contact that was supposed to run out anyway! I replied to them with this, and was ignored.
    I felt I wasn't valued as a customer, that I was being exploited as a 'young naive student', and now they are hassling me for bills issued from when I wasn't even resident at the property. DO NOT USE VIRGIN. Customer service like I have never revived before - non-existent.
  • Reviewer
    Location
    Southmead
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Where do I start...I've always been a Sky customer but since we heard that Virgin is so much better, we ordered the Big Kahuna bundle and noticed that we don't have most channels and we just got it a month go. Called them, spent hours and days trying to figure it out. Next day, woke up to no internet or tv service. Called again, they had sent the bill to the wrong person and accused us of not paying even when we explained that we had not received a bill (although what did I pay these 130 pounds for if I got the wrong bundle and altogether maybe 25 channels out of 250 promised and internet that comes and goes). And it's been a month now and still, absoulutely nothing.Internet comes and goes and all they want is money and more money for service they do not provide. Stear clear from Virgin, Sky all the way. Customer service is not the worst but no one has apologised or anything.
    Very poor.
  • Reviewer
    Location
    colchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    what customer service?

    Internet keeps dropping out and not working for hours or days, 4 super hubs later and still doesnt work as it should and keeps going wrong. As well as the phone line gets cuts every couple months for no reason

    To get away from this bad services they want £80 disconnection charge!!!


    AVOID
  • Reviewer
    Location
    walsall
    Reviewing
    Virgin Media
    Date
    Comments
    Having posted a review on here in mid September, I would like to confirm that Vigin Media are the very best.The very best at lying, incompetency, providing awful customer service, etc, etc. DO NOT CONTRACT WITH VIRGIN. 5 weeks on from my original installation date I still have NO service whatsoever, ie TV, Broadband or phone. Customer service non existent with lies, lies and more lies and phone calls from my mobile phone in abundance as I have no landline. Today have spent probably 4 hours plus on the phone to Virgin, CAB, consumer helpline and others trying to get my service up and running or cancel contract with Virgin. Now being referred to Trading Standards on my behalf although not holding my breath. I am recording all calls made to Virgin. What a disgrace they are.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    TERRIBLE CUSTOMER CARE. The VM engineer created a deep, 12 inch long scratch in our brand new wooden floors in mid-August. It's now mid-October and they've done NOTHING about it despite 5 calls and 3 emails. My advice: go with Sky.
  • Reviewer
    Location
    Thornaby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    We've been with Virgin for years. We have only suffered a few occasional service drops and they have been rectified pretty swiftly too.

    We only had tv and internet with the until we. got a phone call on Monday offering us the latest router if we took out a phone line, too. It actually worked out £20 less each month, so we went ahead with it. They arrived today, hooked everything up, and tidied up when finished too.

    I couldn't be happier with the service if I'm honest.
  • Reviewer
    Location
    Bath
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    The harassment and misery caused by this company which I have endured cannot even be calculated since I became a customer. Elderly and disabled people should not have to go through this, but nobody should.

    A contract is just that. an agreement between two parties.

    When that contract is broken, that is an end, but not with Virgin Media. Before I join any company I want to KNOW what I am signing for, but Virgin media are not at all happy about sending out a copy of the contract first.

    They prefer 'verbal' phone contracts and then the difficulty is getting the service you have required. Either with connection faults, or broadband speeds.

    They provide what is termed an 'up to' broadband speed like all other suppliers. But if you are only getting 60% of that speed will they allow you to pay only 60% of the bill?

    Yes, eventually they might send one of THEIR employees to check to see if a fault is found and then tell you there isn't. Then you are liable to their extortionate charges.

    How convenient.

    Occasionally you may get a genuinely helpful person at virgin media who will do all they can to help, but this is the exception rather than the rule as the remainder of the staff are either inept of just plain not interested because once they have your money, that is it.

    Where is OFCOM in all of this? As far as I can see it is yet another government organisation which has been set up to divert away the attention of the customer into thinking something is going to be done to protect them when all OFCOM is there for is to gather information but they do NOT deal with independent complaints so they are totally ineffective.

    When VM first started the service was far better, but with overseas call centres, staff who really do not care ( and if they cannot answer your questions they cut you off) and the goal of trying to screw every penny they can, this is one company to avoid like the plague.





    .
  • Reviewer
    Location
    Oxford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    In comparison to the other reviews, I had a good experience with Virgin last year.

    Our package was 60mbit. Our speed was at least 60mbit ALL THE TIME. It sometimes reached 70mbit. Very very few dropouts, never lasted more than 5 minutes.

    Customer service has always been great. They even give you the mobile number and email of the person you are on the phone with (and they really do try and phone you back, even if you are in another continent!)

    Signed up for a new package, they gave me a 6 month contract. Free installation. Slight wait for the engineer though, but that's the same in all the other cheap broadbands.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    By far, indisputably, the least reliable and most frustrating broadband provider I have ever had, and I've had a few. Dropouts are a monthly occurrence and have lasted between 4 and 20 hours. Sometimes the phone line is disconnected without explanation. My average wait for customer services is 30 minutes. They offer nothing by way of improvement. Appalling. Cant wait to get away from this wretched wretched service.
  • Reviewer
    Location
    Gillingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Having been with Virgin for 15 years I changed to Sky last year and for on other reason then I came out of the warranty for the set top box I changed to Virgin.

    When ordering I said I would only swap if they cancelled the £49.99 charge to activate an additional TiVo box. They said they could not cancel the charge but could put a £49.99 credit on my account. I said that would be fine. I called up to confirm that the credit was due and they said it will go on on my first bill.

    Surprise surprise no credit on my bill. I called Virgin and spoke to a manager who said that there were no notes saying an credit was due. Now outside cancellation period so unable to cancel.

    Do NOT trust anything Virgin say. They will tell you anything to get the sale and then deny all of it.

    As for the broadband. 152MB really!! The maximum I have managed is 40MB and does tend to drop out alot!

    DO NOT USE!
  • Reviewer
    Location
    South Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Since the time i was forcefully told to upgrade to fibire optics being loyal customer for last 10 years + I m having night mare i might have called the help desk i guess 10-20 times all the time it is standard type reboot your modem log on do these and do that. The issue of connection drop of never resolved all the time engineer comes either replace the router or tell me that there is card issue in the area it has been going for last 2 months with no end in sight. Also they give advt about Usain bolt etc they should focus of customer services not ripping off the money.
  • Reviewer
    Location
    swansea
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin are so terrible. so far we have been with them for about two months and have called to complain about the terrible service maybe 5/6 times but nothing has been done. If we are lucky we have a working Internet connection for a whole day but usually it drops out every few hours or runs at dial up speeds. I usually end up having to just use my mobile data which is way faster almost all of the time (not provided by virgin).
  • Reviewer
    Location
    walsall
    Reviewing
    Virgin Media
    Date
    Comments
    Frustrated and angry that no one in virgin cares.they take your money after hard advertising, tie you into 18 month long contracts and dont deliver. Customer service is non existent because the poor lowly ipaid muppets on the end of the phoneline are not interested in what you have to say and the may never speak to you again. I have only been with virgin media since 6th september and to date have had no telephone service. Had tv and broadband working for a couple of weeks but tv kept buffering. Now have no services whatsoever from virgin. My package is big kahuna with movies sports and HD including phone. I have none of these services operational at this moment in time but still psying for them. virgin still want to take money from me. Rubbish, rubbish, rubbish. Dont even think about going near virgin because all these reviewsant be wrong. Im now waiting for an engineer to fix the problem but no assurances when. Its a joke but no one especially me finds it funny. If I went to the shop and bought something and it became faulty, I would take it back and get my money back. If you tell virgin you're cancelling direct debit, they say that they will come after you and ruin your credit rating. Isnt virgin wonderful?
  • Reviewer
    Location
    walsall
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Frustrated and angry that no one in virgin cares.they take your money after hard advertising, tie you into 18 month long contracts and dont deliver. Customer service is non existent because the poor lowly paid muppets on the end of phoneline are not interested in what you have to say and the may never speak to you again. I have only been with virgin media since 6th september and to date have haf no telephone service. Had tv and broadband working for a fouple of weeks butbtv kept buffering. Now have no dervices whatsoever from virgin. My package is big kahuna with movies sports and HD including phone. I have none ofvthese eervices.operational but virgin still want to take money from me. Rubbish, rubbish, rubbish. Dont evenvthink about going near virgin because all these reviewd cant be wrong. Im now dtill waiting for an engineervto fix the problem but no assurances when. Its a joke but no one especially me findsit funny
  • Reviewer
    Location
    Notts
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Absolutely fine until the day you encounter a problem or attempt to cancel due to their price increases mid contract. Call centre staff lie with the aim of eking out a little bit more cash from you before you leave. Once in the "system" nothing is reversible and any complaints can only be dealt with in writing within 28 days (contrary to what their own complaints policy states and presumably so people tire of the stress of the issue and give up the money virgin demand just to get away from such a shoddy company). No matter how pleasant staff seem on the phone always assume their seemingly casual questions have an agenda, take names and record dates because no matter how normal a call seems in my experience they will be attempting to take more money out of your pocket.
  • Reviewer
    Location
    Surrey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Always cuts out, We never get 60 mbps unless we call up virgin and they literally boost it up to 60 which proves that they are controlling our dl speed and are making it poor on purpose! The download speed is normally 5 or 10!
  • Reviewer
    Location
    Sheffield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor, been with them, since before they got their hands on the system. (Blueyonder/NTL etc).
    Price going up and up, service quality going down and down.
    Avoid, they try to con you into new contracts without clearly informing you.
    I suggest that you look elsewhere, their system is way over subscribed, and they are not interested in long standing customers, they are only interested in signing up new customers.
    I am supposed to be on 100mb, not even seen half of that in at least 6 months, and usually get less than a quarter of that, and sometimes only get around 2-5mb.
    Branson can swivel, and take his p1$$ poor internet/tv company with him.

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