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 1004 customer ratings since 2023-04-18 (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.

4,684 Customer Reviews over 118 pages

  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I initially started my order with Virgin on 11th Nov... After terrible service my order was picked up by the Managing Directors Office and Lisa within it. Lisa said she's take me on a "Journey" and would get me Internet! on 27th Feb I still have no internet. Virgin has kept me waiting whilst they send my "pack" for the "civils" (digging up) to Finance, they've then applied for a Wayleave to Bradford Council when it should of been to my landlord as they are digging up his drive - despite having a site visit. They then sent the Wayleave to my landlord - didn't wait for him to sign and dug up the drive without his consent. After I called Lisa to inform her of the boo-boo she then tried to persuade me to inform him and get him to sign the wayleave, then said Virgin's stance wasn't to admit to mistakes. At this point I told him. Lisa then asked if she could shut the complaint down - I said no as we still had no internet. Once we had consent from the landlord I was told "the order manager would contact us" - this was from Lisa. I asked for the order managers contact details, she refused on multiple occasions and called me abrupt. Don't think we are buds anymore. I have had zero contact from the order manager.
    I have since reverted to calling my illusive sales guy, Matt - who after accepting 2 calls is now ghosting me.
    However I did get through to the order team in Bangkok, or somewhere similar. Who have said the "civils", digging up, isn't complete and they have bounced this back to finance to see if there are even doing this job - despite digging up the landlords drive!!! Also there is a delay on finance replying as this pack was sent to them on the 13th Feb!
    No one at Virgin has a clue what's going on! So messaged my best buddy Lisa - got an out of office reply. Spent 30mins trying to speak to someone else in the Directors Office, only to be ghosted again.
    Feel like a side chic on Valentines Day
  • Reviewer
    Location
    bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    my bundle is 40MB but what i get is 4.3MB only i do the test through different speed tester i called the customer service to complain it took more than five minutes and i got nothing as usual
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    was promised 60mbs when intalled but engineer left with it at 20mbs and said it wasnt right but left it then it was supposed to rise to 100mbs in july i still average 30mbs fed up of calling and be made out to be lieing was told due to a 3 month outage in the area i was eeeligible to cancel but then when i phoned back to cancel i was told i have to pay £250 NOTHING BUT UN HELPFUL LIERS BEWARE!
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Poor customer service took over 20 minutes for them to answer my call and i was recieved by a very rude and abrupt woman who didnt help me at all with my problem.glad im leaving virgin media!
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Joined via an official virgin media door to door salesman in October 2018. Salesman offered me 50mb broadband, Anytime landline calls, TV player bundle and free sky sports for 3 months – all for £32 per month. It sounded like a great deal so I even got a friend to sign up via the same salesman. The numerous problems started from the get-go, I will list it out for easier reading.

    1. I repeatedly told the salesman that I have never had virgin media before whilst signing a pre contract in my house. Salesman still went ahead and booked the wrong type of installation (Engineer thought I had a virgin line already installed). So I got a new installation date for 2 weeks later, had to call my previous provider to extend the notification period which was tricky.

    2. Also mentioned to the salesman, that I wanted the router to go into my bedroom due to my PC and gaming set ups needing an Ethernet connection and to keep my existing landline number. Salesman promised it can be done. Installation day comes (second time around), engineer immediately dictates where the best place for the router to go ignoring my preference. Engineer made so many excuses not to put it in my bedroom, probably because of the extra work needed, so I gave up and it ended up going in the living room alongside the TV box (I bought a powerline extender for £50 just to connect my pc). After the installation, I then find out that my landline number has been changed, I was really frustrated because I have had that number for many years and was looking to keep it.

    3. This is where it becomes even darker, I was getting a bit concerned in why I wasn’t getting any emails as you do when you join a new provider and I wanted to make an online account. So I called up the customer helpline and they told me it’s because your email was incorrect .com instead of .co.uk. It was written clearly correct on the pre-contract paper handed to me by the salesman, to my shock my friend also had the same problem.

    4. Then out of curiosity I told the customer service guy to read out my package and lo and behold I was on a different package weekend calls and nothing about 3 months’ free sky sports, it was just a normal package offered online. My friend did the same and got the same outcome, even the email situation .com instead of .co.uk

    5. I rang the salesman and he kept lying about it just being a mistake and it will be sorted out (basically he was trying to run down my 14 day cooling off period). He eventually stopped answering calls from me and my friend. I then spoke to a manager from the customer services and he agreed that there was some mis-selling going on and will honour what I was promised if I sent a copy of the pre-contract to his email, which I then did. He then replied that everything was sorted, far from the truth as I saw no change on my account.

    6. The last straw, I called again, really wanted to cancel it as I was fed up and 3 days away from the cooling off period. Was told the same thing by a different manager honour the contract etc. I then look at my account again and I see that my first bill is £120 including 50-pound installation fee when I was promised free installation. The 2 managers basically messed up my package beyond repair.

    7. I then called up to cancel it finally, had to repeat my story every time I called by the way. Advisor said that I don’t have to pay a penny because the cancellation is within the 14 day cooling off period. No surprise here, they then sent me a bill a week after cancelling of £75 for god knows what reason, had to make further calls to customer service to sort this out, they said it was a mistake don’t worry etc.
    In Summary a had 2-3 weeks of hell, I was a loyal and happy Sky customer before virgin, I got mis-sold by a sly Virgin Salesman called ‘Kevin’ apparently who lied, the customer service from virgin is also appalling most probably due to untrained employees in the Indian call centre, on top of all this the broadband service went down for 2 days in my area during my few days with virgin.

    At the end had to re-join Sky. Lesson learnt, Virgin media is diabolical
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been trying to cancel broadband for last 1 hour and they are just transferring me to department to department asking me stupid reasons and transferring me to new departments. I would not recommend it to any one.
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Appalling company. I wouldn't trust any of them to sit the right way round on a toilet seat. Having advised I was moving home (before the end of my contract) I had to pay £200 in early termination fees: absolutely fine, I knew what I'd signed up to.

    No one explained that I could take that contract with me to my new home. When I learned I could have done that, I asked them, retrospectively, whether they'd be willing to refund the early termination fees if I had Virgin Media in my new home. A call centre script monkey of about 12yrs old told me they "don't refund termination fees".

    Well, fair enough. Virgin Media, you could have been reasonable and had me as a customer for the next 18 months+, but you don't want me. Fine.

    I've gone to Sky.
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling customer service - disgusted!!!!!
    I phoned Virgin just before Christmas as my boys have Xbox's already and play online a lot and we're now getting an iPad so needed faster speed. On the initial call the virgin representative was nice and friendly and helped with ease.
    After that it was all down hill.
    I received an email to confirm the installation date as the 30th December perfect I was off work that day between Christmas and new year. Waited in all day no one arrived I then phoned them to find out where they were, to be told t had been moved too the 17th January no warning or call to tell me this. I had already given notice to my previous provider and my broadband was going to be switched off on the 5th January. Virgin said don't worry ring your previous provider and they will just prolong it til we come.
    No apology for me waiting in all day on my day off and reason was no wires to my house to connect, surely they would have known this before booking a date to come out.
    They then promised someone would call me back within 48 hours to discuss what had gone wrong and if they can bring the date forward.

    Today is the 5th January (still no call back 6 days later) so I call at 6pm on hold 17 minutes at first get through to be told nothing they could do but refer another call back. Not happy with this I said forget it I don't want you to install it for them then to say we can't cancel that I will transfer you to the pre installation team. I was on hold an hour and then the phone cut out you can imagine how furious I was.
    So I rang back again and an actual nice guy called joe tried to help me but again had to transfer me to same
    team, would you believe it like a fool I held for another hour to be yet again cut off!
    So again I called through this time I asked to speak to complaints or a manager and as I have the best luck ever I got the worse manager that ever walked this plant.

    The manager JANIC was the rudest woman I have ever spoken too. I have worked in customer service for 14 years and never been spoken too so rude in my life. All JANIC could then tell me was that the department I needed closed at 8 after been on hold 2 and half hours and nothing she could do to help me. Yes I was high rate and raising my voice but she didn't once apologise or even try to help.
    She repeated 'anything else I can help you with' during my ranting which obviously annoyed me more, then said I'm hanging phone up now!

    No I didn't swear but I did call her a ball sack before she managed to put the phone down. I expect she didn't refer my call back.

    The customer service is less than poor and I honestly wouldn't recommend this company to anyone.
    Good luck any one joining!!!!!
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    First time we've ever used Virgin having always used Sky and, once my contract is up, I'll never ever be returning. Absolutely appalling. We pay for the 200 Mbps package and we struggle to get 50. Every single day the wifi doesn't work - we've spoke to the company about this (started in February!!) and they said it was a fault and was going to be fixed by August so basically we were paying for broadband that we weren't even getting and their generous offer was to give us £25. Ye thanks. Anyway, we are now 2 days away from September and it still doesn't work. Customer service is crap. Crap crap crap crap. Everything about it.
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    almost impossible to cancel and the rudest customer service of any company i have ever dealt with. finally got hold of them on the phone to cancel and the rep hung up on us when we said we want to cancel. i would not use them again even though the broadband was pretty good - really poor customer service and customer support
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Actually the worst company ever. I would never EVER go with virgin again. First of all I was put on the wrong package and had to pay a lot more than what I agreed to and was stick in the contract until the end of the 12 months even though it was there fault! I have been unable to contact them through the pandemic period. They are unhelpful and absolutely useless. There website is awful you can't even access anything. Seriously avoid this company I am surprised they are still running. Will definitely be going back to sky.there internet constantly stops and starts.
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would have given 0 stars. We arranged to purchase Virgin Broadband and phone, and because nobody else on our street had Virgin they needed to run lines down to our house. Apparently this would take 4-6 weeks. We never heard back. My fiancé phoned them this morning and they stated they aren't going to be running the lines at all because our street is a 'privately owned' street. This is absolute rubbish as we know for a fact from our letting agent and council that it is an unadopted road. We would have been a little more understanding had they actually got in touch with us to tell us. Terrible customer service. Going with Sky instead who are only too happy to help.
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Really poor customer service. No Internet in certain rooms despite it being fine to behin with. Tried contacting to get an engineer out to fix it. They didn't turn up. I rang and complained. They told me someone would call me to rearrange. Still waiting for a phone call
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    we are outraged, every evening there is no Internet since 9 o'clock, the speed does not match, for what we pay, I really don't like it, we will never order Virgin again
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    We’re currently on round 2 of no broadband in a week, we had a couple of days with no internet last week and apparently this time Virgin are aiming to get it back on by 4pm Friday. I work from home, for myself, and can’t do my work without internet access. Virgin are constantly raising their prices for Broadband - which has been fast internet when it’s working - but with the huge amounts we have to pay every month, you’d expect them to keep it running. Two blackouts in a week seems a bit excessive!
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Comments
    This provider is a total and utter joke. After telling them I wanted to change providers they offered me same package with a discount..Wrong..they are charging me £80 n more a month when we agreed on £46.65..put in complaints numerous times and told them to disconnect which they agreed but still not done and still charging me..I have copy of call when agreed on the lower charge and STILL pestering me over non payment..now in touch with offcom over the matter..anyone thinking of using this provider I would think twice..I have been with them for a long time and so frustrated and annoyed at the service received..
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would never recommend Virgin Media to anybody... we have had virgin in our house for several years now and the quality just gets worse and worse.
    We have been having problems with having no internet, so we called the customer service team to be told that during peak times the internet will be slow. However they should tell you that it will always be slow, we normally get a download speed of 15mbs, which considering we pay for 200mbs is appalling. We have had several engineers out to make sure that it was not our 'SUPER HUB', but apparently there is nothing wrong with it. We then called to complain again and they told us they can send us the newest addition of the 'SUPER HUB' which is giving us less internet than before and only allows you to get access in the room that the hub is in. But they still say that it is because so many people use it at peak time, considering it is currently 7.30am and I cannot load a 5 minute video and I am the only person in the house it is just not acceptable. When we call to try and cancel they just 'upgrade' our internet and tell us that there will be a charge if we choose to leave. If you are thinking about changing your broadband to virgin media please don't it is over priced and a waste of time!
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've been with Virgin media for over 10 years at me parents house. I moved to a rented property because it was close to work, but later moved back to my parents and wanted to take my Virgin internet with me. "Al-though there is a connection in the house" But wanted the Internet upstairs in my bedroom. As the connection for 100Mb is based downstairs in the Cinema room. I already told Virgin regarding a 2nd connection in my room. But they cancelled my visit. Seriously? Virgin, get your guys back to training and "listening skills" Lack of communication and mistakes made by these guys. I'm going to cancel all connections including Mobile contracts and go with a different provider. These guys are a joke! Would never recommend them!
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been without broadband since April 2016. Fault is due to be fixed early September!!! Shocking service!
    Oversold connections so network cannot cope. I've been a customer for over 12 years, but will change provider (when I can get online).
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I have been with virgin media since 2009, paying for the top premium fastest package, and for the past 2 years their service, the speed, the broadband quality has gone way down. I used to get speeds of nearly 100Mbps and for the past year it has dwindled to less than 10Mbps at busy times. Over this weekend it went down to less than 2Mbps. I have never seen it so bad. Virgin's network is clearly overloaded. They cannot guranatee you anything. It is all a lie. Don't bother paying for something they cannot deliver. They will tell you fibs when you complain. Avoid. Avoid. Avoid.
  • Reviewer
    Location
    bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      2 stars
    Comments
    I have a 100Mb package. You know the advert where they say you will have "no more buffering" , that is not true . In fact its the same as the cheapest broad band from a cheaper provider. On top that they keep increasing their prices. would recommend you try another provider.
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This connection is absolutely terrible, It isn't reliable for **** and the speed is so slow I feel like its my fault I signed a contract with them but when this contract run out I am definitely going to sky... I am speechless about this connection.
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Literally the WORST i had no internet for a full week when generally my problem would get fixed in under 6 hours but this time u have been held back over 2 WEEKS i was disgusted and moved immediately
  • Reviewer
    Location
    BRADFORD
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Very bad conection when someone calls me or if I call them I can't even hear them and they can't hear me I pay the right amount but I still don't get good wifi it has been 2 years. I have never done a complain virgin media fix it
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Completely unusable between the hours of 6pm and 12am.

    Having called numerous times, the problem is described as 'over utilisation'. Basically, these money grabbers have over sold the service in the area and cannot offer the speeds we pay for between peak hours, therefore restrict it to an unusable bandwidth.
    The result - extremely stressful evenings trying to get a webpage to load.
    Want to stream the latest episode of your favourite series? Impossible.

    I would not recommend this to my worst enemy!
    STAY AWAY!!!
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am paying £35/month ATM they have already put the price up once and now they want to do it again. I would not ever recommend virgin media to anyone, and looking at other's comment. I am gonna cancel my plan. Is expensive and I didn't get the speed I paid for. Read the fine print and you will see your service depend on where you live, so with the same amount of money you could go and sign up with other company. I HAVE LOST ALL FAITH IN VIRGIN MEDIA.
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Service set up 1st Feb, engineer booked 5th Feb, cable wasn't working so just router fitted n cable repull scheduled for 18th, then cancelled again n rescheduled till 3rd March, that got delayed to 18th March. 18th March comes by, no engineer, rang up only to be told to speak to construction team, who said it'll be done within a week and that half the work has already been done. It's now 27th April, over 3 months have gone by, I am without any Internet, and no one is telling me when this work will be done, the construction team says my account only came into their systems 4 weeks ago and they can't confirm a date when the work will be done. The customer service team says they can't even try to book a date as they aren't permitted to. All they could do was file a complaint. I'm still being charged per month for the service even though I have no Internet. I do NOT reccomend virgin media at all. They are useless and do not even try to provide help, half the customer service agents don't understand what you're telling them.
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am giving this review because they are a scam they send me letters saying you could get 500 pound if I rejoin this virgin media took over £7000 in 3 years they took over £7000 for 1 phone and 1 broadband they said they would charge £28 the internet stops working to it takes them a week to come they still took the bill of 1 week even when it wasn't working I am happy now I am with sky it's the best company they they said for 1 phone they took £85 when they said it will be £25 the most scamming company is virgin media.
    I am now with sky it is the best broadband company and no hidden fees.
  • Reviewer
    Location
    Bradford Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Totally unreliable broadband at least 2 or 3 times a day the speed drops below 1mb rubbish wouldn't recommend to anyone
  • Reviewer
    Location
    Bradford, UK
    Reviewing
    Virgin Media
    Date
    Comments
    A shocking service particularly for the last 3 weeks but hasn’t been satisfactory since we joined Virgin Media. Have been meaning to leave for a while now after lots of unfruitful telephone calls to Virgin Media customer services and technicians . Customer Service is very poor with no recognition of the difficulties we’re experiencing with frequent periods of no connectivity. I don’t feel I can award any star ratings - zero across the board.
  • Reviewer
    Location
    Brent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband barely works I usually have to use my mobile data, phone is always down, the only thing that works efficiently is the TV and still that's isn't amazing. Customer service is horrendous always rude and dont know how to treat customers and understand their issues, glad I'll be leaving soon.
  • Reviewer
    Location
    Brent, London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin media has been giving us trouble for a few months now. During the 'cooling off period' we experienced no issues with Virgin. But as soon as that ended, we've been having such an awful, stressful time.
    Virgin makes lots of promises, but doesn't keep them. At first, we experienced lots of random cut offs during the middle of the day and in the evening. We complained many times and sent evidence of this. We also requested for the router to be moved closer to the PC. They eventually sent an engineer over, who just did a diagnostic check and nothing else. He said that the cables outside were old and needed replacing and that he didn't have enough time to move the router. He asked for a good review, for doing absolutely nothing, and left. We were promised a revisit to change the router location. Twice were we sent a message to say they'll be coming, we moved the furniture etc to make it easier for them, but guess what, no show up twice. We apparently get charged 25£ for not being present at home upon their arrival, but it's completely fine for them to make false promises and waste our time. They then sent someone to change the cable outside the property and the internet completely cut off for 24hours now. After having called virgin to complain, they said they can send someone in 5 days time. When we need the internet to work from home. Such a stressful experience. We asked if we can cancel the contract, and change provider. But afcourse they said no. Useless company. Avoid at all costs. They are quick to take your monthly money, but do not give you the service you're promised.
  • Reviewer
    Location
    Brentford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Horrible Horrible Horrible service, that was the most most most disappointing service ever. They lied about everything. Lie after lie. Next week I’m going to the court to sue them. That was the most disgusting money stealing that I have ever seen. Horrible, Horrible HORRIBLE service. I am disgusted by you all guys. Liers abs robbers. Go to hell
  • Reviewer
    Location
    Brentford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    A very poor customer service. I had a conversation yesterday which ended in a disconnection of V M services. I spoke three times in the past regarding a price rise of £2.50 and felt as they did not listen to what I was telling/explaining. After all, still being overcharged. Thanks to competitive providers of the internet with better customer service.
  • Reviewer
    Location
    Brentford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    That was the most fraudulent and the most disgusting service I have ever experienced all my life. Do not sign up a contract with these demons. Do not sign anything!!! You will regret it. Every single thing they say is a lie.
  • Reviewer
    Location
    Bridge of Weir
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Been with Virgin Media for six months on a fibre to the house connection. It is a 200MB connection and the speed is amazing. My wife and I have numerous computers, wired and wireless, and it is very reliable. Never had any problems so no experience with customer service.
  • Reviewer
    Location
    Bridgend
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    As much as the speed is good the customer service is horrendous! We were told we would get a refund on numerous occasions from 2 different people then when you chase it up they say otherwise. I wouldn't recommend them, they don't want you to stay with them and they lie about other providers. Not impressed at all. Not wasting my time with these people anymore
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ABSOLUTELY AWFUL! Should never have left sky which was 100 times better. Catch up and recording options are rubbish and is impossible to watch something from last week. It Is also far too complicated and often stops working and won't let you watch anything on demand/catch up. Don't bother with virgin
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disappointing Braodband and even bigger disappointment with regards to customer service. I have been a Virgin Media broadband customer for three years previously in a different city and it was great. No problems at all. Unfortunately in Brighton the Broadband was awful and when I reported the slow speeds and the constant cutting out I was made to feel very small and incompetent. Virgin Media were not interested in the slightest and just kept saying that their end said there weren’t any issues. They eventually sent out an engineer who also didn’t resolve anything and just told us we were at the end of the line. To finish it off when my contract was up Virgin wanted a £40 early disconnection fee as my tenancy was for a month less than my Broadband contract. I decided to just pay the 12 months despite no longer being at the property. I was then contacted asking if I would terminate the contract early as someone else was moving into the property but I declined to pay the early disconnection fee. The person was quite insistent despite me making it obvious that their timing was most inconvenient and I asked if they could ring back at a more convenient time. They didn’t ring again that evening as requested. I then rang them back to clarify what was going on and again I was asked if I wanted to pay the early disconnection fee, yet again I declined their kind offer to pay more money for a service I was no longer using. Then out if the blue I received a final bill saying that my contract had been terminated without any consultation with myself. When I queried the bill I was told by the young man, I won’t name him as it’s probably not allowed, that Virgin Media could basically do whatever they liked with the contract or words to that effect and when I queried this statement he reneged and denied saying it, although sounding a little flustered. So disappointed this year with the poor service received after three previous contracts that went without any hitches at all. Most phone conversations were discourteous and quite frankly rude at times,
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Fine until you want to try and leave as per your contract. You're made to make a phone call, and subjected to a barrage of rude and provocative questioning about where you are going and who the person is replacing you. I'm actually moving abroad, and the lady on the phone refused to issue the cancellation until I told her what country I was going to and the name of the person moving into the property?! What in the hell business is this of yours?

    This is taking account retention on to a whole new level of rudeness and privacy invasion. My contract allows me to leave on given date - so just do that like I ask.

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