Virgin Media Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Virgin Media.

Recent Customer Ratings for Virgin Media

  • Satisfaction
    3 stars
  • Customer Service
    2.8 stars
  • Speed
    3.2 stars
  • Reliability
    3 stars

Based on 3260 customer ratings since 2021-05-17 (Show all time ratings)

Visit Virgin Media   Read our Virgin Media buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

4,163 Customer Reviews over 105 pages

  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Off-peak you can have 200Mbit, but in the weekends and evenings this drops to 8Mbit. It also depends how many neighbours use Virgin Broadband. The speed used to be good, then worse and worse until I complained and they upgraded the local box. Every year they increase the price of your bill by a few pounds per month until you complain. Here and there outages, when you complain it seems sometimes to be fixed and sometimes not. When I cancelled they tried to get me to move my package over to my new address, they tried to sell me a mobile package, they tried to get my new address to probably send me more flyers. Typical big company I would say, the broadband space needs some more competition.

    Still probably the fastest internet you can get in London. Sad.
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    The worse costumer service in the world. Every single time providing incorrect information.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    It seems as if Virgin media deliberately puts walls around being able to access customer services. The telephone contact systems often drops dead, staff do not follow-up on complaints or issues, and formal complaint procedures are ignored required lengthy referrals to independent arbitration. Virgin relies on the fact it have a fibre network to keep customers, and to be fair the broadband when working is good. but when problems arise you can expect to loose money and time trying to deal with the company.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The product itself is not bad at all. The customer service however is dire. They constantly ring you to "upgrade" you with a new offer so the bill goes up and up. When you ever need to ring the customer services department you wait for hours to speak to a person that doesn't speak English well to go round in circles, not get your problem solved and leave the conversation with the same problem but waves of rage to accompany it. I've even waited 35 minutes after selecting options to get to the cancellation team to be told its the wrong team despite the options and there's a further 30 minute wait to speak to the right person. Even cancelling it is absolutely ridiculous. Wouldn't touch it again with a 10 foot barge pole.
  • Reviewer
    Location
    bedford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    In my opinion, the wifi is good for one year and after the contract end everything went quite bad, the wifi keep coming and going but overall is worth it and I really recommend it. (Better than sky)
  • Reviewer
    Location
    borehamwood
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    The relation between virgin and us is one sided. I could never contact them. The costumer service is very active just before signing the contract. After that they said goodbye and never answered.
  • Reviewer
    Location
    South east
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    No issues with my broadband. But I'm constantly overcharged. I don't want a home phone, don't have a phone but of course virgin play their games and make you have a line. Every month I get call charges on a link without a phone plugged into it. When I ask virgin to look at it they threaten a £90 call out charge if they don't find a physical issue on the line. I'm stuck with them for now as theirs an early exit fee. This whole thing feels like a cartel. Will be leaving once my contract is up.
  • Reviewer
    Location
    Reading
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Requested a move from one property to another. In my understanding, the switch should happen "flat" - broadband should be disconnected on the date of move in old place and conneted in new. But they disconnected all services in the old place 24 hrs before moving date. When I called, they said - I requested this. What?????!!! They said that it is not possible to add one more day - "it will take 72 hrs to enable services again". Outstanding rubbish. Beware.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    An absolute embarrassment and serious lack of professionalism. After a promising start in store with the staff being very helpful and accommodating, that helpfulness soon disappeared once we had parted with our cash.
    The engineer created a huge hole in the wall of our rented property, exposing the interior of the home. He then took 2 weeks for them to come fix it. Then our first bill came through incorrect and took a further 3 weeks to amend. Worst of all no action would be taken on this unless we called, causing us to constantly need to chase them. Service is good so far, just a shame about the lack of professionalism and care for customers.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Absolutely appalling customer service! When we were moving from our previous property back home with parents who already had a virgin account. We simply wanted to have the two separate accounts be billed to the same house, which the first lady we contacted told us she had arranged for us. A few weeks later, a man rang and asked us where we were moving to because someone else was trying to set up a virgin account in our property, which is when we found out that the first lady didn't actually set up for our account to be moved at all. The man then advised us that we could cancel our parents' virgin account because they were no longer in a contract, and we all agreed that would be a good idea. Once this was agreed by all parties, a representative rang our parents, was very rude and refused to share any information about our account, meaning that we couldn't set up for our account to be moved at all. Finally, we gave up and moved our tv and internet package over separately, keeping the parents' package too, assuming this would be the easiest path, but no. Instead Virgin simply cancelled our account (not our parents') and issued us a £250 bill. Surely what we were asking to do in the first place wasn't that difficult?! Would not recommend this company to anyone.
  • Reviewer
    Location
    Hamilton Scotland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Not a happy camper, my TiVo box started to break down so I phoned customer service at first I asked for a new v6 box witch I should’ve got when the contract started not even a year ago, but she said because I’m in a contract I would have to pay for the new v6 box I contested that but to no avail, so I agreed and payed for £35 because of that she would send an engineer to connect it saying it would usually cost £99 but wavered it but now there’s no engineer coming it’s getting delivered by yodel so I will have to connect it myself she said she would raise my broadband speed up to 500mb But I pay for 350 mb anyway tried my broadband speed it’s still the same,she did send a SIM card worth £50 but it’s no good to me it’s a different email add, what a sorry state of affairs with customer services I’m seriously thinking of going with another supplier and been with virgin for around 12 years, she asked me to Wright a review for her on her performance but not now abbi abbi Sarah.
  • Reviewer
    Location
    Dunfermline
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Following announcements of the price rises at the beginning of the year, phoned to end my contract with no penalty. Was assured this would be actioned. Two days later received an email saying I’d signed a new contract. Complete lies and fantasy. After two weeks, when notice of cancellation still hadn’t shown up on online account phoned again to complain. Despite two weeks remaining of the notice period my TV and internet were terminated that evening leaving me unable to work, shop or even call the company to complain. Shocking service and probably not even legal. To add insult to injury, Virgin then took a direct debit covering the period after the service had been terminated. They then sent someone the very next day to my house to collect the router and TV box before I’d even had s chance to unplug them. Talk about keen! At considerable expense I then paid to have an emergency phone line installed by BT Openreach so I could have some kind of Broadband service then called Virgin AGAIN who told me I was in credit and they would return the credit balance by cheque in FOUR MONTHS. In total spent over six HOURS on the phone, was without internet or phone for 4 days so unable to call emergency services when my daughter was taken ill. Unable to work from home so forced to take unpaid leave. Wasn’t once able to talk to anyone with even a basic command of English and fed up of messages telling me staff were busy and to go online when I had no internet and no router as they’d taken that as well. I cannot urge you in any stronger terms to stay away from this company if you value your sanity and safety and security of your family. I haven’t even had anything g resembling an apology and they kept sending me emails even now asking me to recommend them to friends. You couldn’t make it up.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Virgin Media are highly unethical and could be described as profiteering:
    * They set high prices, hook people in with a reasonable deal, customers then find their prices are effectively hiked 70%+ after a year.
    * They do not offer the same prices for existing customers as for new customers. I'm therefore being discriminated against new customers. I've currently been offered a package at £38 (best deal they can offer) which is online to new customers at £29.99. This is unethical and I do not understand how they get away with this shameful business practice.
    * They said to me I could not move to another provider as currently Corona Virus restrictions mean their competitors cannot complete any installs. They are using this as a tool to keep prices high knowing I can't go to their competitors with current movement restrictions.

    Further:
    * Their Customer Services have been extremely poor for a number of years. One example is they cannot send my bills to my personal email address - because I used it at a previous address when I moved house. I could go on, but will spare all the details.
    * Virgin Media also said that if I cancel, then no one else can take out a contract with Virgin at my address for at lease 3 months.
  • Reviewer
    Location
    Folkestone
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    they rose the price fro, 36 to 48. and when the contract expired, the lady on the phone was rude and very unwilling to helpful as if he did not want to give a **** about you. it was tv,broadband and line rental. i initially wanted to not pay line rental as my phone line had been not functioning since the day i took the contract. The lady did not offer me any help, she was direct as if she did not care wethere i would leave the service.
  • Reviewer
    Location
    Limerick
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Virgin Media are a rip off. Been a customer for over a year andd there are no deals for existing customers. The price only goes up. Switching to Sky as they offer is much better, more services for a better price. Since UPC switched to Virgin Media I coulndn't wait for my contract to be up to switch to other provider. Very unhappy as existing cuustomers are not being looked after and the prices are a rip off.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    For the amazing reviews Virgin is getting, the internet is shocking. Unless our tenement flat is of a special kind, the signal seems to be restricted mostly to the room where the router is, so a bedroom three doors down or kitchen next door barely has any internet (and that's with laptop, tablet and phone of three different brands...) so hopefully a booster will fix it.
    The installation was really quick and the staff was great.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Had to come away from virgin media on principle. My wife and I have been with ntl which then became virgin for 12 years. My Mum had been with them for 9. Because her health was deteriorating we had to move her from her flat to a bungalow which necessitated restarting a 12 month contract, unfortunately she has spent 5 of the last six months in hospital and last month we we called in to the ward in the middle of the night. Things progressed down hill and we were called in again to say that Mum at 87 is dying and we were offered a choice of hospis or a few select care homes who are able to provide this end of life care. Despite offering them proof from the place she is, and telling them they were welcome to contact the hospital. They have refused to wave the £115 early cancellation fee. I have spent hours talking over the phone to them and despite me asking for all calls to be recorded they are only able to find calls that suit them. I feel gutted. It's not the money so much as I can't believe they are behaving like this. All this is true and to any in doubt I give them the opportunity to request the recorded calls, that's if they haven't lost them
  • Reviewer
    Location
    lewisham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    We switched from BT to Virgin over a year ago in our efforts to be more cost effective and now we're switching back to BT because of poor internet connection. I work from home and the situation is now impossible. They say you get what you pay for, I don't recall these problems with BT and I wouldn't recommend Virgin especially if you rely on it for work purposes.
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I tried contacting Virgin to cancel the broadband as I'm moving houses and plan on changing as I'm a uni student so will be able to get use of alternate 12 month contracts. I was kept on hold for half an hour, then hung up and called back, only to be left on hold for an hour.

    I am now trying to cancel through web chat and am still being strung along. I have explained multiple times that I am not continuing with my Virgin deal...


    The broadband has generally been fine, needed ethernet cables occasionally but generally operational and reliable.

    Just awful customer services.
  • Reviewer
    Location
    Oxford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    At the end of the day, the broadband is excellent, but literally everything else about this company is not. When we first got it, I couldn't install it properly due to an issue with our house. We had to wait 2 weeks for an engineer to come and do a 5 minute job. 2 weeks when we were already paying 30+ a month. For a several million or billion pound company, that's just ridiculous. This doesn't include all the hassle I've had with customer service. The service is clunky and takes ages just to talk to a person. To be fair the people themselves are helpful and do their best but the company itself just makes the process as difficult as possible and puts them in a horrible spot. When faults happen, no email to let you know, just an "oh that'll be a few days before you get your service back" when you go through the 15 minute call to get hold of them. Literally the worst company I've ever dealt with. Now that fibre optic is being offered by other companies, go with literally every other one. Virgin is the worst company I've ever deal with, and I will never buy or use another of their products ever again.
  • Reviewer
    Location
    Sutton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I am very dissatisfied when it comes to virgin media's customer service and helpfulness to existing customers.
    I have referred a friends but at that time virgin was not having their finer optic in the locality and just a month after they went through back channel communication and did a deal without paying anything to me.
    But i am satisfied with their broadband and tv package although it is costly comparing to others. But when i though of going with virgin mobile, on their most of the link they say they have special offers for existing customers but when i called them up they did not offer anything. It is the same price which is available to anyone in the market.
    I don't want to do bargain by treating i will dis-continue with them right now, but surely will not do next contract for sure once the current is over. It will be only because of their too poor customer service and no offer of existing customers.
  • Reviewer
    Location
    Swansea
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Recently changed as speed was becoming worse. In this process I realised they had tied me into a two year contract at a much higher price without my knowledge or agreement. Whilst making an enquiry back in May the virgin employee had locked me into this. Looking at other reviews on the Internet it seems to be a common problem recently. Since complaining about this Virgin has lied to me (by their own admission) and not responded at all to my complaints. I no longer trust this brand.
  • Reviewer
    Location
    Perth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Still waiting for the month refund promised for weeks of really poor on demand service.Phoned to remind customer service of this to be told that compensation did not apply to us as we are on wrong package to receive this.
  • Reviewer
    Location
    Cambridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The broadband speed is good but the customer service and organisation structure is rubbish, there is no way that you can speak to someone to solve your problem and there is normally a long queue for your call to be answered. They have the online chat feature on the website for fun as it is never available! I had this problem with them before when i did a three months trial and moved to Sky but had to come back to them as their broadband speed was too good for the price they were offering and now i do really regret it!

    On top of that, looks like the customer service is a one man team based in india that need to put me on hold to find out that "they work until 10:30 UK time!".
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    It's not the speed that is bad when it goes into the router it's superfast, when it comes out of the router, it's super crap the hub 3 is a real piece of *****!!! Oh! and the technical side is abysmal, apauling, they know nothing, nothing, you hear, sometimes they pretend they can't hear you on the phone, and they hang up star clear, they are a greedy, crap, company.
  • Reviewer
    Location
    Abingdon , Oxfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    We were with virgin until 2007 and switched to sky for better service, we have now switched back to virgin but what a mistake that has been. Tivo is laggy or locks up most of the time, a new fibre cable was fitted in the garden 5 days ago but the internet and TiVo stopped working at that point. I was told that it would be fixed that same day (did not happen after waiting in) and was then told that an engineer would fix it the following day (again no engineer and waiting in wasting a day), was then told it would be fixed in 3 days (texts and emails to confirm the times but then....NO ENGINEER AGAIN and a wasted day for my wife). Have now been told it will be in 6 days but could be earlier, we now want to leave but have been told it will cost £240 to leave. Even if they fix the problems we will be leaving at the earliest point that we can without having to pay an "exit fee". The broadband was good when it was working but the TiVo box is complete rubbish and the organization by customer service is very poor (I even had a sigh from one customer service person). Based on all of the above I would not recommend Virgin and ask people to please read all of the reviews. Have been waiting 2 1/2 hours now for a call back which should have been within 2 hours and probably will not happen tonight.
    Dan.
  • Reviewer
    Location
    Bedford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Although the broadband is ok I could never use this company again because of the sheer pain of leaving. You cannot communicate termination online, only via phone (chargeable number to many mobiles and huge waits, disconnections etc) and post (really?). After all that they have then charged me an early disconnection fee - my contract had finished but the difficultly in the process meant I hadn't provided the full 30 days. There is more but you get the idea...
  • Reviewer
    Location
    Loughborough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Ordered with self install but did not work. Had to wait a few days for Engineer visit and even after that the new hub needed to be manually configured for correct Wifi settings so that ll devices would connect to it. Good speed, though not the full 100 MBps or even the 90+ MBps worst case promised. Poor customer service for the following reason. Signed on for 100MBps BB+Talk and then noticed that BB+Talk+TV was available for same price on a promo offer online. But Virgin customer care refused to move me to that plan. Their attitude very evidently from talking to customer care about this twice was that they'll get the same amount of money from me anyway, so why should they provide the extra service. One of the reps, on being told that I was not happy in general with the activation issues (which I have never faced with Sky or EE) and delay in activation along with the hub issues, and that I might think of cancelling, actually challenged me to cancel the service right then. Would not recommend because of this attitude alone. Stuck with them only because no other fibre broadband providers available currently in my area and non-fibre speeds are low in my area. Am moving the moment BT inifinity capacity opens up in my area.
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    First things first - the broadband itself (200mb in my case) is lightning fast and much more reliable than it was a few years back, where router restarts were required almost weekly. So credit where it's due.

    The flip side is the cost and customer service. As an existing customer with TV and phone trying to downsize to broadband only, the 'best' price they could give me for their slowest internet was £50+! Upon hearing this I decided to cancel and spent about 4 hours cumulatively over 4 days attempting to get through to their 'specialist' team to inform them of my decision. One call lasted over an hour before I hung up, and having to explain the same story to everyone I spoke to got old very quickly.

    Unfortunately this pathetic customer service has really soured my opinion of Virgin and any thoughts I had of going back to them in the future have evaporated now.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Broadband is good but customer service and user experience is horrible. They neither did manage to keep their installation date
  • Reviewer
    Location
    Swansea
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Virgin your having ha laugh, iv been loyal to you for 9 years, well its time i left now.
    "We" entered into a contract, having taken the person's name date & time, the price you gave me for 12 months has apparently not been noted so you have been taking £10 a month more out of my account tgan what we agreed.
    Told you i will leave when my contract is up and now you want me to enter into another contract for £4 discount, so i will leave as soon as im able and will not reccomended your service..!!
  • Reviewer
    Location
    uk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Virgin Media are an appalling 'company'.
    All these reviews are 100% corrrect (when the majority of trust pilot reviews are fake) - Virgin Media themselves ignore this.
    Other review sites shamefully ignore these reviews too.

    Virgin Media has non existent customer service - I mean non existent.
    Nothing works - live chat/website - no one ever gets back to you.

    The twitter team are a waste of space.

    The exec team rang me last week - she was the most nonchalant person I have ever spoken to in a complaints team. I had zero confidence she would do anything right or properly and this week I have been proved right.

    I had complained because of live chat, the website, the twitter team and a non response from a letter I sent in a month ago to no response.
    B. in the exec team was supposed to mark my contract as cancelled on the 13th April 2020 and credit my final month as an apology.

    Instead, on Tuesday Virgin Media have sent me a new contract starting 20th April - Virgin Media are total cowboys.

    Never ever give Virgin Media your money.
  • Reviewer
    Location
    Lancashire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Been Virgin since it first came out as Telewest. I am now escaping as the Bill's have gone up and up.Now I have my leaving date l get no customer service only one in India. Had a useless young woman yesterday. I'm disabled with limited movement. Yet they expect me to get down and remove all their equipment put it in a box and take to a drop off point. I dont drive.Got a young man from India this morning and sorted it.Now they are trying to lumber me with a great final bill when they cut off before my bill is even due. Priceless ir what.They said I could go back any time I wanted.Even tried to lower my bill.Only did it to stop me going. They have really not tried before only when l am leaving them. They dont all sing from the same hymn sheet. Time they got their staff together and trained them all the same. I agree with many people. They say they can do something for you but it never happens. I a disillusioned ex Virgin customer
  • Reviewer
    Location
    Worthing
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Pay for 'up to' 50mb - get 40
    Pay for 'up to' 100mb - get 40
    Pay for 'up to' 200mb - get 50
    Complain about it - get told you are paying for 'up to', not guaranteed mb.
    Slippery! Not great.
  • Reviewer
    Location
    York
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I have the XL package which is up to 20mbs broadband I have never had a download speed of more than 12mbs & that was in the middle of the night when traffic was almost down to nil, well, that is still quite fast i hear you say, & more than i would get on any telephone line, anywhere in the country, but, I'm paying £37.00 a month for the privilege. Ok, I get a discount because i have the xl tv package as well but its still a lot of money especially as its not reliable, Ive just recently had an engineer out to rectify a fault which stopped my broadband from working for almost two weeks, there is at the moment a wait of one week before an engineer can come out to you, this tells me that either they are desperatly short of staff, or, they are having so many problems that their engineers are struggling to cope, either way I'm not impressed. Finally, the most irratating thing is having to try and understand the person you are speaking to on the phone, as more often as not it is someone in India that speaks with a strong dialect and so fast that it is hard to make out what they are saying.
    P.S The TV service isn't much more reliable either.
  • Reviewer
    Location
    Darlington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    80% exit fees for left months
    I incurred an exit fee of £240 when I was moving.
    There was no broadband services available in new area so I needed to leave Virgin media. When I was signing there was nothing clearly stated that I will charged that much. Only later through third party websites I find out about possible fees.

    Very disapointing when go into contract and later find out that there will be such fees only when bill comes.
    Speed is great comparied to other providers. Unfortunately lacking of clearly stated fees in contract which outweights this pro.

    I tried to make a compaint through website to submit form but was not able with message "Sorry, there's nothing to see here"

    How it can be even allowed 80% fees paying for services you will not use.
    Been using different broadband providers in past and always left with good terms. Seems not this time.
  • Reviewer
    Location
    south yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Let's first go back 12 months, I was coming to the end of my contract, I had 3 weeks remaining before it ended
    and was going to leave VIRGIN MEDIA unless I got a decent new contract offer.
    My package had been around £68.00 a month and it consisted of 200mbs fibre, TV-sports-phone
    it was a great deal at the time, but they had said to keep that deal for another 12 month would be £100.00,
    so I declined the offer and asked them to terminate the contract at the end date.
    SO HERE COMES THE "ACCIDENTAL DISCONNECTION" (FIRST TIME)

    The next day, I went to log on to the internet only to find that it was not working, I spent a good 30 minutes testing everything,
    on my side. All the green lights were on the router, checked my computer was working correctly, and of course the
    "unplug everything, wait 10 seconds, then plug everything back in".....still Nothing, still no internet.
    So I decide to ring VIRGIN MEDIA to see if there was a fault, and low and behold the landline was dead too.
    At this point I began to realize that they had cut me off straight after the phone call, not when my contract ended.Which was agreed
    in the phone conversation.

    I eventually got though to VIRGIN MEDIA, and they confirmed they had cut off my services and claimed it was a mistake,
    and put me through to the "disconnections" department, which is in real life the,DON'T LEAVE, WE WILL GIVE YOU DISCOUNT
    TO SAY.. Department, after being brow-beaten I agreed to say, with the same package including everything I had before
    but now it would cost me £75.00 a month not £68.00 a month.

    Now, lets fast-forward 12 months, my contract is ending, I got charged last month £83.00 for the £75.00 a month contract
    (no added costs by me for phone calls) so I contacted VIRGIN MEDIA complaints 3 times via email.. No response, then I phoned
    to be told "one of your discounts ended||".which Is inappeasable as it was a contract for £75 for 12 months, per month.
    At this point I informed them NOT to roll over the contract, as he would jump to £110 a month, the person on the phone from Virgin Media
    apologies for the billing issue and said the contract would end on the end date as asked.(3 weeks from now)

    NOW GUESS WHAT...THE SAME THING AGAIN, THEY HAVE CUT OFF MY SERVICES STRAIGHT AWAY.
    DOING THIS INVOICE COULD BE A MISTAKE
    DOING THIS TWICE IS A CLEAR TACTIC TO GET YOU TO RING UP & BE TALKED INTO RENEWING YOUR CONTRACT BY THE WELL TRAINED
    "Disconnection TEAM|"
    I have had nothing but good experience using Virgin Media products... Fiber-TV-phone, but this underhand tactic to disrupt
    your contracted services, so they can attempt to stop you leaving has left me with no option but to leave.

    So, as I said, I rang up VIRGIN MEDIA, was told "oh I don't know why your TV & INTERNET has been disconnected, we are so sorry"
    then passed on to someone else that then went on to say that they would try to reconnect the services,,,but,,,, whilst you are on
    the line .....at That point I know the sales patter was about to start, and stopped him in his tracks."I just want reconnecting until end of contract"
    OK, your supply will be on within 72 hours//////////// 72 HOURS--- 3 DAYS TO GET RECONNECTED!!!!!!!!!!!!!

    SO here are my issues
    OVER CHARGED £83 NOT £75 FOR A Existing CONTRACT
    3 EMAILS SENT VIA THE COMPLAINTS FORM ON THE WEBSITE, (NO RESPONSE)
    EMAIL SENT TO VIRGIN MEDIA VIA THEIR 3RD PARTY COMPLAINTS SYSTEM (NO RESPONSE)
    SUPPLY FOR TV AND INTERNET CUT OFF WITH NO WARNING (3 WEEKS BEFORE CONTRACT ENDS)
    RANG UP TO SEE WHAT AND WHY THIS HAD HAPPENED (TOLD TO RING BACK AFTER 8AM)
    RANG BACK AND TOLD IT WILL TAKE UP TO 72 HOURS TO RECONNECT....
    & GIVEN NO REASON WHY BY WHO OR ADEQUATE REASON AS TO WHY DISCONNECTED OF MY SERVICES....

    -------------------------------------------------------------------------------------------------------------------


    NOT HAPPY WAITING 72 HOURS, SO RANG BACK....
    Customer support operator name : MANVI
    I ASKED
    Q1...WHY WAS MY TV INTERNET DISCONNECTED? YOUR ANSWER IS...."SOME OTHER REASON,"
    Q2...Who DISCONNECTED IT?... answer...."YOUR ABLY TO ANSWER THAT"
    Q3...AM I GOING TO BE CHARGED FORE MY PACKAGE WHEN I AM NOT RECEIVING MY SERVICES?
    ANSWER...
    "ACCOUNT BEEN DISCONNECTED"

    MANVI decided she did not want to bother attempting to help, she put me on hold and passed me to another Customer support member
    this time it was
    Emma
    so I asked EMMA the same questions

    Q1.WHY WAS MY TV INTERNET DISCONNECTED? I WILL HAVE A LOOK OVER YOUR INFO TO FIND OUT WHY...(PUT ON HOLD) THEN TOLD THAT IT HAD BEEN AUTHORIZED
    TO BE DISCONNECTED BY A "Joshua" AFTER MY PHONE CALL REGARDING DISCONNECTION AT END OF CONTRACT.
    Q2... Who DISCONNECTED IT? Joshua
    Q3 WHAT'S HAPPENING ABOUT THE OVER CHARGE?...AM I GOING TO BE CHARGED For MY PACKAGE WHEN I AM NOT RECEIVING MY SERVICES? Joshua EMPLOYEE NUMBER
    JOSH SAID.....Customer, WAS TOLD DISCONNECTION WOULD BE DONE , AND CLAIMS HE EXPLAINED RETURN OF VIRGIN MEDIA GOODS
    .. WHICH WAS A TOTAL LIE
    BEFORE ENDING THE PHONE CALL I ASKED FOR A
    REQUESTED A DATA ACCESS REQUEST..FOR INFO HELD ON MYSELF IN Regards TO THIS SITUATION
    WHICH IS MY Righto DO SO UNDER THE DATA PROTECTION ACT.
    WHAT'S HAPPENING ABOUT THE OVER CHARGE?

    SO, LETS LOOK AT THE DESCRIPTION THIS HAS CAUSED ME..
    TIME WASTED TESTING MY Equipment TO SEE WHY MY TV AND INTERNET HAD STOPPED WORKING
    TIME WASTED CONTACTING VIRGIN MEDIA
    LIVE FOOTBALL (3 GAMES SUNDAY / 1 GAME MONDAY)SKY SPORTS & BTSPORT
    ACCESS TO MY NETFLIX ACCOUNT(A SERVICE I PAY FOR)
    ACCESS TO MY AMAZON PRIME VIDEO ACCOUNT(A SERVICE I PAY FOR)
    UNABLE TO WATCH ANY TV Shows CHANNELS(A SERVICE I PAY FOR)
    UNABLE TO WATCH MY RECORDED PROGRAMS(A SERVICE I PAY FOR)
    UNABLE TO ACCESS PS4 GAMES AS THEY REQUIRE A INTERNET CONNECTION (RED DEAD 2)
    AND AS I AM DISABLED, MY INTERNET IS NEEDS TO ORDER MY GROCERY, WHICH LUCKILY I DID ON FRIDAY, BEFORE VIRGIN MEDIA
    CUT OFF MY INTERNET AND TV.

    ------------------------------------------------------------------------------------------------------------
    Over my time with Virgin Media I have spent well over £1000 on your services, always held Virgin Media services as
    one of, if not the best service provides. But after the no response to billing issues using your complaints form,
    the cutting off of services and the lack of clarity or interest in resolving this issue/issues I am left with no option but to consider
    this grounds for breach of contract, gross misconduct and flat out lies by Josephus makes the thought of using Virgin Media
    a impossibility, as the stress involved is not something I need or want, and do not expect from a company that lives and dies on
    Customer satisfaction.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      5 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I am paying £42/month for their fibre optic broadband service. Speed is low and signal is coming+going all the time. I am right next to my router now yet the WiFi signal goes off a lot. Speed is slow as well,despite of having their upgraded service. Certainly not worth paying for,just changed supplier.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Internet is fine but Virgin have the worst customer service I have ever had the misfortune of encountering.
  • Reviewer
    Location
    Oxford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    The worst customer service in universe!

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.