4,684 Customer Reviews over 118 pages
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- Location
- Coventry CV3
- Reviewing
- Virgin Media
- Date
- 2013-05-18
- Comments
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I am totally satisfied with VM's service. I get 104Mb/9.7Mb 24/4. My ping is generally below 10ms with jitter no more than 1. The icing on the cake is 120Mb/12Mb by the end of May.
I have never been traffic managed and have had only one fault since 2007. When I have contacted customer services they have always got the job done, even off-shore call centres. The TV service is excellent. I have a VIP package with 1Tb TIVO and an HD box. They do what it says on the box.
Recently I have been part of the new superhub2 trial. This is an excellent modem router that certainly improves on SH1. It completely out performs the BT Infinity hub by all accounts. I can pick up the WiFi 50 meters down my garden and strongly anywhere in my house. Even my android phone gets a download speed of 25Mb. Thanks VM.
- Location
-
- Location
- Finsbury park, London
- Reviewing
- Virgin Media
- Date
- 2013-05-12
- Comments
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The whole experience I have had with virgin has been shocking since I have joined, I have been on the phone far too many times with faults then I should have for a premium service. Wasting time at homefor an engineer to fix the issue. The Internet is not as fast as I hoped it would be and the phone never seems to connect when relatives call. The v+ service has been hit and miss when recording shows and the Internet is intermittent. I was told I would get a certain price for my contract only for this to be pushed up by a price hike later in the year. Then get an email a few months after the increase in charges saying that we as customers we are getting more for no more! The services are also shocking ,the BBC iplayer is incredibly slow, so slow I don't use it. The virgin tv anywhere app for iPad doesn't work!
Honestly, I do not know why I renewed my contract last year. They told me I would get the package for £25 per month for the same service on,y to find out that this did not include v+ and then followed by a 12% price increase only 6 months down the line!
- Location
-
- Location
- Doncaster
- Reviewing
- Virgin Media
- Date
- 2013-03-18
- Comments
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I've had the 60 Mb service for just over a week. The system now seems unstable and is forever dropping. When it is connected, it's very fast, but it's so unreliable. My previous up to 30 Mb was not overly fast but it WAS reliable. I don't know how their service is, I'm about to find out.
- Location
-
- Location
- Suffolk
- Reviewing
- Virgin Media
- Date
- 2013-01-27
- Comments
-
ATTITUDE ATTITUDE ATTITUDE
Had a full Virgin package for two years,Speed hmm but our main beef was the telephone number we had been issued.Virgin obviously recycle these as we started getting mysterious cold calls for a Mr Francis plus silent calls recorded calls & the rest.Virgin said they would change it but that there would be a charge and said that recycling numbers was the norm in the industry.Bullocks said I and threatened OFCOM TPA The Communications Act in the style of Samuel L Jackson
in Pulp Fiction which worked.Then we tried to leave which cost us £100 which we got back (less the interest they had made on it of course).Now we have the same speed for less and a phone that doesnt ring looking for Mr Jeffries.WHenever I have flown banked or tried to discuss a problem with Virgin all I got was attitude - Is this the first thing they are taught when they are recruited be a stroppy little cow and the customer is always wrong???
- Location
-
- Location
- Pyrford, Woking
- Reviewing
- Virgin Media
- Date
- 2013-01-23
- Comments
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Having decided to move everything i have to 1 provider prompted by my monthly marketing flyer from Virgin. I had been struggling with BT and firming up the roll out of infinity. I spent a fruitful hour on the phone with and adviser and signed up for a complete broadband , TV and telephone (canning both BT & Sky). We agreed a pre visit by engineer a week go and install planned for today. When the engineer was on site i raised the point that the install needed to be done by 31/01 which was my end date on other providers. I was told this was plenty of slack . The engineer confirmed that the house had been virgin enabled previously but cable needed upgrading between road and house. He said this might impact install . He said he would call me same day if an issue (he didn't) . Yesterday at 10am i received a text confirming instal for today. At midday i received a telephone call saying that instal not possible today and only after asking was an alternative date of 7th feb provided. I said this was just not workable and cancelled. 3 subsequent calls and it was clear that Virgin didnt really want the business @ over £1000 pa. I have now reverted to BT and getting infinity. I cannot believe how poor the communication from Virgin has been. often after a problem of this nature great problem solving creates a better relationship with customer . In this case a corporate shrug of the shoulders was all i got!
- Location
-
- Location
- yorkshire
- Reviewing
- Virgin Media
- Date
- 2013-01-12
- Comments
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Left the company exercising the right to leave during contract due to price February 2013 rises.
Customer service is the worst I have ever en counted from any service provider ever.36000 and rising customers cannot be wrong.
- Location
-
- Location
- Newcastle
- Reviewing
- Virgin Media
- Date
- 2012-12-09
- Comments
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Shocking. Staff incompetent or dishonest. Superhub does not allow download of software updates - multiple platforms.
Lose service on average for a day a week. I have to have a dongle plugged into PC and freeview box by TV to ensure I have some service.
The WORST company I deal with by far
- Location
-
- Location
- Axminster
- Reviewing
- Virgin Media
- Date
- 2012-12-04
- Comments
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I've been with Virgin Media for years. Unfortunately, I live in rural Devon. Broadband speed APPALLING particularly at weekends and evenings. For the past 3 days (December 2, 3, 4 2012) it's been about 0.5MB YES!!! 0.5MB!!!
- Location
-
- Location
- Staffordshire
- Reviewing
- Virgin Media
- Date
- 2012-11-26
- Comments
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By far the worst broadband service I have ever used... when its works that is. It's nothing but constant lag (gaming), constant buffering, Hub is ALWAYS dropping out and is off for up to periods of an hour long. The worst part is I have been repeatedly lied to by the customer service staff. This is by far the worst choice of broadband provider I have ever made and I wouldn't recommend this joke of a company to anyone!
- Location
-
- Location
- macclesfield
- Reviewing
- Virgin Media
- Date
- 2012-11-25
- Comments
-
Ok sometimes its slow but overall Im pleased with my broadband speed. Im signed into the old 10mb service and usually got 9mb. Recently Doubled to 20mb...never got that ofcourse but usually get 12mb - 17mb depending on time of day etc. Re customer service...well we all know Virgin is a nightmare but thankfully only ever had to contact them re tv service...which is rubbish compared to sky so dropped Virgin tv. I feel for those who are tied into 18 month contacts however and are not getting what they payed for. Refusing to pay means they will put you in arrears and that will stuff your credit rating.....I believe they are ruthless when it comes to this.
- Location
-
- Location
- Cambridgeshire
- Reviewing
- Virgin Media
- Date
- 2012-10-23
- Comments
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Have not had any broadband for a week now. They said it was being repaired and would be ready the next day. Spent 12 minutes getting through to offshore, only to be cut off. They say they want our calls to be fast and efficient but they are neither.
The setting up sysyem was supposed to take 1 telephone call. I had to use 7 and threaten to can cel my account and finally got a native English to help me.
If my system is not working tomorrow, I shall cancel my account. There must be some consumer rights and service provider responsibility.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2012-10-03
- Comments
-
The Virgin Media 100 meg service is simply just rubbish. I upgraded from a 50 meg service that was rock solid to a really bad 100 meg service that rarely goes beyond 50 meg. The technical support personnel can hardly speak or understand english and we are simply getting ripped-off. I will shortly be moving away from Virgin Media to BT infinity and suggest that everyone on this rip-off service do the same. I wonder if Richard Branson knows what's going on and how much damage this service is doing to his brand. Where's the zero star selection?
- Location
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- Location
- Aylesbury
- Reviewing
- Virgin Media
- Date
- 2012-10-01
- Comments
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Hi There,
I had Virgin super-fast broadband installed last September. The ensuing months were a litanty of stress for me:
*Intermittant service, I twice received refunds for lousy connections and intermiitant service
*No fixed IP- my own website could not be accessed via the Virgin service
*Virgin support told me that my inability to view my own site was because of bad html coding!
*Sometimes days without any connection- apprently a problem at the exchange.
*Customer service no help- tried to blame me
*Upon cancelling the account I never received a final bill. The first I heard of this was from a debt collection agency (BPO) threatening legal action.
*Since terminating my virgin account I receive weekly junk mail from them boasting about their wonderful service- a waste of paper since I now know better.
Since I changed provider- the new service is fast, reliable and I've had no trouble. Interestly when a virgin employee came to collect their router he told me that many had similar expereinces and they he himself changed to BT!
All in all a lousy service- I've lost all respect for Stephen Fry for appearing on their adverts- obviously money will make him say anything. My advice to potential customers- stay away from Virgin! The worst cusomter experience I had ever had.
Sincerely
- Location
-
- Location
- Wirral
- Reviewing
- Virgin Media
- Date
- 2012-06-23
- Comments
-
Very slow speeds. Terrible customer service. Standard responses to emails. Zero customer care and wish to serve - despite their staff's 'stock responses'.
- Location
-
- Location
- gloucester
- Reviewing
- Virgin Media
- Date
- 2012-05-01
- Comments
-
I pay for 'up to 60mb broadband, it has never dropped
(on test) below 59.74mb and as high as 63.2! 5 stars for this service.
- Location
-
- Location
- Blackpool
- Reviewing
- Virgin Media
- Date
- 2012-04-19
- Comments
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Having recently switched to the 60mb Broadband deal, I am more than disappointed that I not not been able to achieve anywhere near this speed. I have completed several test over the past few days at different times of day with wildly varying results, however non of these come anywhere near the 60mb max. offered by my supplier.
- Location
-
- Location
- Wlatham cross
- Reviewing
- Virgin Media
- Date
- 2012-03-19
- Comments
-
I am supposed to have 10 meg broadband. Every time I try to download a film from iTunes - the line is throttled. Right now Monday lunch time my broadband speed is 1.25 meg. However, this problem only happens with films from iTunes. Is it that Virgin don't like competition?
- Location
-
- Location
- sheffield
- Reviewing
- Virgin Media
- Date
- 2012-03-10
- Comments
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when they say virgin media is best provider then they are lying to you. first few months you will be smiling while serfing the web or playing games online. after 2 or 3 months later you wil forget when you last smiled. when you call them and complain , speed go back to normal as promised, after few min later it goes back to crap again.
if you thinking to join , go and ask people in your street first about virginmedia, ask only those who play online games they wil tel you better.
lost conection, crapy speed, reset conection every min, speed jumps to high low every single min, only 1 or 2 hour of good speed in early morning.
- Location
-
- Location
- Perth, Scotland
- Reviewing
- Virgin Media
- Date
- 2011-11-28
- Comments
-
This is really a very poor service wouldn't buy it again, phoned to complain eventually goet through to someone and she promised quicker braodband service if we renewed our contract. Load of TOSH should have known!! Now have to keep it for another year.
- Location
-
- Location
- slough
- Reviewing
- Virgin Media
- Date
- 2011-11-12
- Comments
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was working fine to begin with then the problems started with my speed dropping dramatically phoned them and talked with there tech support and was told there was packet loss and they are going to be fixing the issue by the 15th of nov and helped me get £20 of my next bill but it has now just got worse and worse phoned them again and again and there customer service is now telling me different things than there tech guy so if not fixed then will be going to a different provider as the speedy gonzalez is not true!!
- Location
-
- Location
- MANCHESTER,CHORLTON M21 7RW
- Reviewing
- Virgin Media
- Date
- 2011-08-16
- Comments
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I had been with NTL/VIRGIN for going on 12 years,but left last month as the cost was to much and there overseas helpline is the worst you could have.
I signed up with Plus-Net and got the first 6 months free and there customer service helpline is the best you will ever see and it's based in the good old UK.
- Location
-
- Location
- preston
- Reviewing
- Virgin Media
- Date
- 2011-07-27
- Comments
-
Overall a great experience, I got burned by them a few years back and sweared never again but i'm now back as I want higher speeds and that's what I got, i've even had 100.02Mbpps on a few of the tests!
Some people here keep writting that they can't download a file at 10meg or 20meg and that it's nowhere near.. You don't understand how it works! it's not megabytes per second, it's megabits per second.. Take for example a 10meg connection.. The most you will be able to download at is around 1.2Mbps. Don't confuse your megabytes with your megabits people!
- Location
-
- Location
- Peterborough
- Reviewing
- Virgin Media
- Date
- 2011-07-23
- Comments
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I has changed from 10mb to 30mb package, but speed is maximum 1kb to 4 mb. Very Poooooooooor!!!Very dissapointed ----- :( in my phone gprs is faster than Virgin broadband....
- Location
-
- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2011-06-24
- Comments
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My experience has been second to none. I get my full 50Mb any time of day and night and have never had an outage in 24 months on this package. My upload is always 4.7Mb+. My connection has no packet loss and 0 jitter most of the time.
Customer service, even off-shore has generally been good for me.
Isn't it a pity that the speedtest at broadband.co.uk doesn't support Virgin speeds of 50Mb and 100Mb. Their customer service say the speed test doesn't support cable platforms. That makes this site biased in favour of ADSL and copper.
- Location
-
- Location
- Devon
- Reviewing
- Virgin Media
- Date
- 2011-06-22
- Comments
-
DO NOT be tempted to switch to Virgin - or if you already have, tough luck. This is the WORST ISP I've ever used, the WORST customer service on the planet, and the most UNRELIABLE internet service possible - constant breaks in service, slow speeds, and their customer zone webs iste has been unavailable for approx. 99% of the time I've been with them. VIRGIN MEDIA IS A JOKE.
- Location
-
- Location
- Northampton
- Reviewing
- Virgin Media
- Date
- 2011-06-16
- Comments
-
Moving into a house at uni last september I decided to look for a deal I could afford, and came across this Virgin Media student deal at £20 per month for 9 months which I thought was perfect as I didn't really want a 12 month contract, plus shared between my housemates I'd only end up paying £45 for the whole 9 months. On top of this, the installation and router were free, so brilliant, saving myself around £80 (I even have a printout that states installation and router were free).
So after a couple of months I receive an e-mail saying that I need to pay £100, and when I look into it they are asking me to pay for the installation and router.
I say to them that the reason I went with you on this offer was because it was so reasonable being £20 p/m and free installation etc, but when they looked into it they had "no history of this deal".
They have still not given me back this money and are denying that this was ever in the offer, even though I have evidence that that was what I was paying for! >:(
- Location
-
- Location
- Midlands
- Reviewing
- Virgin Media
- Date
- 2011-06-13
- Comments
-
Got a 9 month contract, because I only wanted internet for 9 months.
With 3 weeks left on contract, I phoned Virgin up, just as a courtesy to make sure there were no loose ends.
Bam, despite me having a 9 MONTH contract, they automatically just assume that you want to carry on with them after the contract expires, and will make you pay for it.
They unilaterally roll over your contract without asking, unbelievable.
Thank god I phoned them, otherwise they would have been nicking my money for more than one extra month. Crooks at Virgin nicked my £20, they'll nick yours too!
- Location
-
- Location
- chelmsford
- Reviewing
- Virgin Media
- Date
- 2011-06-08
- Comments
-
often very slow and unreliable sorted after lenthy phone calls dispite claims no fault found but only last a few days when signed up promised no limit on downloads yet throttled back regularly due to fair use policy (so the 100mb users can have more speed) be warned
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2011-05-04
- Comments
-
The broadband speed is ok and it works fine. But the customer service is awful. If you have any problem with the service they are going to take weeks to solve it. The people of the call centre they cannot help you because they do not understand anything about the service. In conclusion, do not contract virgin if you want to be well treat.
- Location
-
- Location
- south yorkshire
- Reviewing
- Virgin Media
- Date
- 2011-05-03
- Location
-
- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2011-04-14
- Comments
-
Switched from 10Mb to 50Mb.
Service is never even near 50. Pingtest.net results D or F line quality. Customer services unable to give correct fix date.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2011-03-15
- Comments
-
Virgin Media are the worst ISP I have been with, the cable line is unreliable, unstable speed and if you watch iplayer etc expect them to cut your line speed by 75%, this is how they get to sell their "unlimited" broadband, by fooling you, read ALL the small print. They say they hardly limit your speed but I found out first hand that it is not true, even people i know that are not heavy users get their speed cut. Also they like to add bits of money to your bill, so look at your bill carefully if you go with them.
- Location
-
- Location
- Edenbridge
- Reviewing
- Virgin Media
- Date
- 2011-02-23
- Comments
-
Terrible Broadband package...slow, expensive and always a problem !
Not happy and thinking of going elsewhere
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2011-02-23
- Comments
-
I have had constant problems with my broadband connection and also my tv digital "on demand" service. One or the other services will crash at least once a day. Customer service just blame my poor broadband on my computer (the memory is quite low at only 256mb)ignoring the fact that their digital is also poor.
- Location
-
- Location
- South Yokshire
- Reviewing
- Virgin Media
- Date
- 2011-02-22
- Comments
-
Virgin Media are so reliable and have free customer service to call direct from your house phone. Always sort out your queries when you call. Very professional and polite.
- Location
-
- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2011-02-11
- Comments
-
I have been with Virgin Media for some years. I have found the internet reliable enough, however the engineers can be a little hit and miss when you have a problem. Recently I had a complete phone outage the dug up the whole line to my house only to discover it was a faulty connection in the cabinet. Internet connection is as advertised, Virgin Phone is expensive if you have the M package (at least a 10p connection charge) but I use Vonage so no problems there. TV is also ok but the box is buggy around midnight (I assume they are doing upgrades.) While this may sound like a poor Review my grandmother has Talk Talk, my parents Sky and my Aunt BT and it seems no matter what company they are all as bad as each other. So for me it is better to stick to the devil you know.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2011-01-29
- Comments
-
Do have a gripe with them. Just the bit concerning unlimited downloads like advertised. Fair use policy is the only answer from them. In My book unlimited means unlimited whatever the small print says. Anything else is, well just limited. A con i call it. Will strangle your download speed all day to if you go over the limit. What is their limit? As virgin will tell you...Black is White... White is Black... Black is White...White is Black
- Location
-
- Location
- Wallsend
- Reviewing
- Virgin Media
- Date
- 2011-01-05
- Comments
-
promised connection 3rd Nov 2010 not connected then promised 23 Nov 2010 not connected promised 5th December 2010 Company apologised promised compensation not received eventually connected 5th December 1 month late. First 10 days download speeds were lower than upload speeds.Download speeds are still below promised. Only .4km from exchange at this point so disgusted changed to BT promised connection date 23rd December still not connected do I go on.
- Location
-
- Location
- Worcester
- Reviewing
- Virgin Media
- Date
- 2010-12-18
- Comments
-
After Virgin gave me all their waffle about being the fastest broadband. decided to switch to them at that time was getting 1.5meg speed from Talktalk this was free broadband service. Now pay over £14 a month to virgin to get a speed of just .75 meg dont get coaugth out by Virgin who tie you into a contract and dot deliver the speeds they said they would.
- Location
-
- Location
- Midlands [England]
- Reviewing
- Virgin Media
- Date
- 2010-12-13
- Comments
-
Very unimpressed of late c/s always was bad, got a bit better with Cable Midlands but then went terrible again with Telewest, they actually improved for a bit but then the dreaded Virgin! got involved, my god what a lash-up....just given up on them after nearly thirty years with cable & know loads of people who have done/are about to do same so a few more honest reviews please?
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.