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 998 customer ratings since 2023-04-20 (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
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Probably the worst broadband service in the world,
    please avoid at any cost!!!

    This people have a big mess in their systems, I recently moved my virgin broadband service to a new property and the messed the whole thing up, I have been without internet for 5 days, they charging me for that, they owe me £15 from my previous account that has not been refunded and essentially they don't want to help at all after calling them 10 times and waiting on the line. Also impossible to reach out via online chat and they don't have an email contact and a complaint management sytem.

    Avoid if you don't want a big headache!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I cannot express honestly how absolutely useless, time-wasting, and annoying my experience with Virgin has been. I had an installation booked on the 12th of July and the installation went well and we had the internet installed. However, we kept getting messages about the installation being delayed until 31st Aug! I phoned the day after our installation to inform Virgin the internet was working and that we had access to their services. I was told this was not correct and we had to wait for an engineer to install the internet (which had already been done)
    I kid you not... I have phoned them now over 10 times, each time being on the phone for nearly over an hour, sometimes being disconnected and having to call again and again. SO nearly 11+ hrs on the phone with them trying to tell them the same thing over and over and over again.
    They won't tell me how this is going to affect my billing and cannot give me any information on that (seems convenient on their part!)

    Avoid this company. Avoid it at all costs as I have never had such a shocking time ever!

    Honestly, I have wasted soo much and too much time with them.

    (Oh and you can bet that I get an automated response from them saying they are sorry and that I should phone them up to explain... slim chance Virgin. Until I get an actual phone call from the main management, I won't be stuck on hold waiting to tell you yet again the same thing!)
  • Reviewer
    Location
    Durham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    PROFITEERING/ROBBERY ON A DISGRACEFUL SCALE
    Having been a loyal (and on time payment paying) customer I was somewhat surprised to receive an email from Virgin Media regarding next month's bill.
    For 18 months I'd enjoyed 264 Mbps speeds @ £28.00 per month. Virgin's new price was a BREATHTAKING..

    **whopping increase of 103.5% to £57.00 per month!**

    I sent an email of complaint and received a call that failed to answer the single question posed 'Please give a valid reason to your 103.5% increase?'

    Having listened to pathetic corporate-cackled references to global cost increases, costs to companies and 'woe is me, Richard's new spaceship is delayed by a day waffle', I asked what discounts were available. They were applied and a reduction from £57.00 to £45.00 was offered.

    i disputed the available question and asked another valuable (saving) question viz 'Are your available discounts the same as those available to your colleagues in cancellation department?'. More waffle upon waffle but eventually put through to cancellations.

    Couldn't hear the person very well so I freely offered some headset/communication/volume/settings advice to the person that was employed by the Global Communications Company Virgin.

    More waffle waded through but we eventually arrived at the 'Decreasing Discount Database' that further tests the patience, resolve and determination of the genuine consumer whose next port of call should be Victim Support or Action Fraud!

    The system then reverts to one whereby the customer refuses the claim that 'This is the best discount/deal I can apply I'm afraid'. The same amount of trust in the aforementioned statement(s) should be applied to that of a trader in a Turkish bazaar, when trying to purchase a counterfeit wallet or t-shirt!

    'KEEP GOING' was my response 'YOU ARE INSULTING MY INTELLIGENCE' was the cry!

    The process is best tested by repeated refusal, digital head shaking and assurances that contracts should end immediately, whereupon the modern day masked marauder surrenders to the ACTUAL best discount available and offers the monthly price of £32.00 inc vat.

    The final question raised was the inconsistency in discounts available between the calls and Virgin employees.
    'Oh it's quite simple' stated the associate, 'there are different grades/tiers! I am a Grade 2 and my colleague you spoke to earlier is just a Grade 1. The discounts available are WORLDS APART !'

    I thanked the young man, Adam, for his assistance, his grade, his discounts and my future subsequent savings.

    In conclusion I suggested that Virgin might consider a new approach that would assist consumers in assessing the level of extortion they were at the hands of.

    How about 'Hi there Mrs/Mr/Ms ......... STAND AND DELIVER - I'm a Grade 1 profit making agent but if you threaten to cancel, I can transfer you to a grade 2 - I'll eventually listen to you, wearing a lighter shade of black mask and bigger eye holes to see the bigger picture through'.

    DISGRACEFUL !!!!!!!!!

    Date of experience: July 22, 2023
  • Reviewer
    Location
    Twickenham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    DO NOT JOIN THIEVING VIRGIN MEDIA.
    I have been with virgin media over 10 years and I have had an intermittent fault for almost a year with my broadband service that results in internet downtime and connection problems.
    Petty virgin media refuses to change my 5 year old router which they constantly tell me to reboot everytime I call you to report the fault.
    Their customer service are not helpful and slow to reply or act on problems on your service. You can't speak to anyone in person as all communication with virgin technical team is done via text messaging.
    YOU HAVE BEEN WARNED, SAY AWAY FROM THE CRAPPY BROADBAND SERVICE FROM VIRGIN MEDIA
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    I’ve been a customer for years and when it works it is fine…but we’ve had issues for a couple of months now and like other reviews on here the customer service is unlike anything I’ve experienced. A call centre that takes 30 mins to get through to…who basically can’t help you. They can’t resolve your issues, they can’t escalate your problem and they can’t compensate you.

    We clearly have an issue in my neighbourhood, half of my neighbours have left and the other half are seriously considering it.

    They honestly don’t seem to care, they don’t have the info available to them and return to the standard ‘turn it off and turn it on again’ babble.

    Customer service literally non existent. Check out their Twitter feed/replies and trust pilot reviews. Also being Investigated by OFCOM for customer service failings….I’m not alone. Avoid
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Would give 0 stars if an option. Personal experience is that Virgin Media service was terrible. Hard to get reliable internet service. Customer service even worse. Never do what they promise and then try to send bills after disconnection for services you didn’t receive. Hours spent on the phone to them and never get anywhere. They have now agreed that final bill was raised in error but have still passed my account to a collector called BPO who I now have to persuade that Virgin Media have raised the bill in error. Seems strange that so much effort os spent trying to convince customers that leave to return rather than providing a good service / customer service while they are still a customer. In short, Just use another provider - Probably obvious based on all of the other terrible reviews.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The poorest WiFi service out there. Wouldn’t even recommend to my worst enemy. Customer service is atrocious, they say they fix your issues and then the next month comes around and the issue is still conveniently there when it’s time to pay the bill with all their extra hidden charges. WiFi doesn’t even work half the time. AVOID at all costs
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The poorest WiFi service out there. Wouldn’t even recommend to my worst enemy. Customer service is atrocious, they say they fix your issues and then the next month comes around and the issue is still conveniently there when it’s time to pay the bill with all their extra hidden charges. WiFi doesn’t even work half the time. AVOID at all costs
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    What the hell has happened to Virgin Media? Their customer reviews are appalling. I've been with them on phone and broadband for 15 years and they're now SO bad that they're even making BBC News headlines!

    As an existing customer wanting to keep my virginmedia email addresses, I tried to get Virgin Media broadband installed at my new house. After months of back & forth, dozens of calls and two visits by engineers, I was told that Virgin Media cannot service the property. Which is utter bull as the flats next to and above me are all on Virgin Media. There are four Virgin Media junction boxes screw-fixed to the outside walls of our building! After what's been an infuriating experience trying to explain this to various customer service operators (only for the line to go dead or to be passed on to someone else who's equally as useless), I have now lost all faith in them and will be looking elsewhere.

    Virgin Media ... SORT YOURSELVES OUT! You've completely lost the plot. You get one star because 0 stars not available.
  • Reviewer
    Location
    Spennymoor
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shameful treatment !!! Was due to get installed 17th. Had 3 phone calls asking why i had cancelled?? I had not. Apparently the technician had been and i told him i wanted to cancel.NO TECHNICIAN BEEN and i DID NOT CANCEL!! I was then given a later daye which was no good and was told it was my fault for cancelling. I DID NOT CANCEL. Terrible customer service before installation. AVOID
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Dishonest company. Ignored my online cancellation of the contract at the end of the 18 months. Tried ti bill me after the contract ended.
  • Reviewer
    Location
    Northampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin Media don't deserve even 1 star. It took me over two month to get through to customer services about my package. So I cancelled it as they charged me double than that of my agreed package for three months.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I qualify for essential broadband and tried a dozen times to establish a new contract with Virgin. They lied to me and tried to trick me into continuing with a very expensive contract. Crooks!
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling installation - wiring loose, holes drilled in wrong place. Wiring laid in gutter across front of house. The worst thing I've ever seen.
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    only reason I gave one stars is because there is no nil stars. I feel they was in breach of contract by NOT providing wifi to the house only the room the router was in. when I complained and asked them to either sort it out or I will leave they said I could leave but would still have to pay to the end of my contract they just didn't care at all now they have ended my contract and they are messing about as to when they will take the money. I have been with virgin over ten years and they repay me with verbale poop I am absolutely disgusted with them.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Their customer service is atrocious. You can’t speak to someone on the phone and my contract came off it’s 24 month period and immediately doubled in price without warning. They also won’t allow their existing customers to access their deals for new customers despite the fact that the wiring is all there for it and it should be a simple online exercise. Oh no, they’ve made that super difficult and you end up spending 45 minutes to be told that you can’t have the same deal as that for a new customer. That’s just shoddy.

    The speed was fine and was relatively reliable.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Virgin Media is now simply appalling. It is very expensive at £84 per month. It is not working more than its working and now I have had no access to email for two weeks! Just remember that, if things go wrong, there is no way known to humanity to contact their "customer service/tech support!
  • Reviewer
    Location
    North West
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly, the question “what went wrong” should be phrased “what went right” and the answer would be nothing.
    The customer service is dreadful, they will do anything in their power to avoid resolving the issue for you. They have sneaky hidden fees, try and upsell you products when you want to cancel and are just SO unhelpful it is actually somewhat impressive. The WiFi is dreadful and drops out constantly, however when you ask them to check it they say there is no issue…? They also will promise you things over the phone and refuse to send it by email in writing and then when you ask about it, they will have “no record” of those conversations. Then if you ask them to check the phone call log that will take 60 days to review…..
    It really is shocking how this company is still running, although if their aim is to scam people out of money and deliberately provide the worst service in history, maybe they are fulfilling their deeply unethical plan. Will never be a virgin media customer again, and will tell everyone how dreadful the service is.

    P.S. The survey at the end of the customer service won’t take your feedback if you rate them negatively which is just hysterical.
  • Reviewer
    Location
    Wallasey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful. Just awful.

    Been with them less than a year and already had money stolen from us. Multiple payments taken for no reason, rises in contract costs that weren’t discussed beforehand. All this I could see past but they don’t even provide a basic working service.

    I only have WiFi via virgin and their supply is rubbish. Cuts out multiple times a week for days on end. One minute their website says there’s an outage the other minute it says they’re not.

    The customer service team won’t refund your monthly bill despite lack of services but will promise you a phone call within “4 hours”

    not a good experience for a first time customer and definitely won’t be paying for their half assed services again.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    At a loss, 2 weeks after our install date with Virgin Business, we are getting ignored and no information is being given despite my daily calls, as to why we've not been activated yet. They sent the wrong engineer (after having done a 'pre-install check'). Every time I call I am told my order manager will contact, but they never do. I've tried escalating and formally complaining, neither of which have gained a response. As a business we cannot run without this service. Severely disappointed with how we're being handled, no faith at all that our account is being handled as any kind of priority. I am even thanked when I call daily (or even more often) for regularly following up....how ridiculous! I am wasting my time and Virgins, and getting no where.

    Save yourself the aggro and go elsewhere.
  • Reviewer
    Location
    Hampshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Let's just say I cannot wait for my contract to end in April 2024.
    The system in this company is completely messed up. When you try to call them up, there isn't an option for you to choose to directly talk to someone. They either send you a SMS then hang up on you or it will just get disconnected and you just need to call them up again and again hoping you could get the correct combination so that you would be directed to talk to a real person.
    Recently they increased my fixed contract price without notifying me in advance. I had to call them up, talking to many many staff and eventually they agreed to change it back to original amount. But then I lost my other promo offer.
    What really annoyed me was that it seems none of the customer service staff knows how to deal with your issues. They like to say "I'm sorry but we're unable to do this, or do that blah blah blah".
    To make matters worse, they constantly call you up trying to sell you their service.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very bed services,
    Initially even they didn’t provide broadband kit on time, have called to customer care for delivery of kit and they tells that we don’t have any updates event they don’t have any update from Yodel who are their delivery partners and When I asked to them for Yodels number they gave me common number and application shows that parcel will be deliver in between 2 to 4 but there were not any single person came for courier, Initially they will not provide good services then how we can trust on them for after customer care services, very worst and blunder services of virgin media as well as their Delivery partner Yodel. Very bed.minus star….for me not even 1 star.
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rated 1 out of 5 stars
    Awful, repeatedly awful. Steal money from direct debit, awful customer service, terrible technical service
    Unfortunately I cannot give zero. DO NOT GET YOUR INTERNET FROM VIRGIN MEDIA, run away while you can. This is the umpteenth issue I have had with Virgin Media while being a customer for 5 years.
    They messed up my billing serveral times, stealing money from my bank account that was above what I had agreed to pay them, which was the basis of me entering into contracts with them (as per UK contract law, which dates in customary form to the middle ages, was crystallised into formal law following this). They have done this on at least three ocasions and they have only paid me back in full once.
    They messed up my moving house twice - once when I tried to delay the move date and they cut off my account, and then when I actually moved. I had confirmation in writing that they had changed the moving date, having had to contact their awful whatsapp customer service from abroad when my move was delayed. Then, once again, when they reinstated it - and in doing so , had to set up a new account - they 'accidentally' overcharged me. I filled a complaint and - for the only time - CS actually dealt with it properly. They credited me with recompense and my account was in credit when I moved. Then they failed to do my installation on the agreed date (later claimed that there were building works that made it impossible for the engineer to access the house, which is a lie). After hours on the phone and a threat to not install it for 3 months unless I paid a premium charge to have it in a month (I work from home) and promsing to refund this, they finally installed it. They never did repay that fee. Then started a new account, meaning I lost the credit that they repaid after they helped themselves to money from my account previously. They agreed to having the same contracted amount (£24 per month) as previously for 12 months from August 2022. Then, the service was like being in the 90s. I live in central-ish London, in an area with superfast broadband and fibreoptic cables, but you could only use the wifi withing 3metres of the router. After many calls, with people speaking to me like I was an idiot and just following a script telling me to restart their modem etc and then telling me that I could pay to rent pods to boost the service. My flat is 60m2, so this is ridiculous. How weak was it? the extender kit that I have so I could previously use wifi in my long garden from my old 100m2 house would not even pick up the signal to boost. Eventually, they agreed to send an engineer, who just said 'you have a weak signal' (well done, einstein) and left without resolving it. After many more calls, they finally sent another engineer who ordered new cables from the street. But then they left a huge roll of cable in the (shared) front garden and didn't actually connect it to my flat. eventually, two engineers later, it was connected and the router relocated. Fine service in half the flat, nothing to get excited about, especially if you wanted to lie in my bedroom watching a film as service there non-existent still. Ah, I will change when the contract is up in Aug, I think. Then, they lose my credit from their previous mess-up, refuse to pay back the connection fee (I moved house, which is meant to be free), failed to apply the discount to the bill that would keep my £24 contractually agreed amount. Eventually after many phone calls, They replied to my written complaint with lies and weird accusations - like it was my choice to open a new account and then chose an express connection service! And they did apply the 'discount' and charge me the correct, agreed amount (I will note here that they do this £51 contract less £27 discount so that they can accidentally not apply the discount and help themselves to money from your account and so that you cannot leave until the contract ends - a vile business practice that says everything about this company). Someone then called and offered a month free as compensence. Fine, that was applied in an and Feb and I just wanted to never contact CS again. THEN NO NO NO. Normally, I do not bother opening mails if I know the bill will just say £24. Until last month, when I opened one and it said £58. And the two before are £51. And tomorrow is £58 again. They just take this from my bank account. Which is theft as it is not the amount that I agreed to pay when I entered into a contract with them. Another 2 hours on the phone and nothing resolved. Spoken down to by three men (another was pleasant, but unable to assist so put me through to someone else, but I just was on hold for an hour), being passed from department to department, being called the pejorative 'miss' despite explaining my gender-neutral title eight times, being told that the contract was 7 months (a lie) and that I wouldn't get the money back (well, I can through court and a complaint to OFTEL) and maybe he could give me a new contract with a great deal.UR
  • Reviewer
    Location
    York
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    The worst customer experience I've had in my life - and that's saying something.

    I wish I could tell you the whole saga but I'd end up writing a 3 page essay. Absolutely offensive level of service. To say Virgin's customer service 'doesn't even exist' would be a compliment.

    Constant repeating myself. Getting nowhere. Bots. Agents who are somehow more bot-like than the bots. Being ignored. Patronised. The most farcically frustrating responses, like I was being tested in a new circle of Hell. Going in circles over and over. Waiting hours for a reply. Agents who smugly pat themselves on the back when they've achieved sweet F.A. and haven't even read your replies. Agents who clearly don't have the authority to help me yet pretend they do. Agents who argue with me even though my evidence was staring them in the face. Arguing with their own stated company policy. Being fobbed off. Attempts at bribery with a stream of new offers to get me back in line. Having complaints procedures auto-resolved without even contacting me let alone doing anything. Having to restart the whole process EVERY SINGLE DAY with someone new and astonishingly incompetent. Patiently explaining to no avail. Writing big, clear messages with attached evidence (and, later on, polite fury) that I may as well not have bothered with for all anyone looked at them. Nothing I did to get their attention seemed to matter. None of my communication given any attention or respect - like it was destined for the trash pile. Like my frustration was being laughed at. Agents who seemed to deliberately misunderstand and screw up and then not care a damn.

    And all this from the most BASIC single request. But no, Virgin were pathetically greedy and wanted to drag this out just so they could extract a bit more money from me, even though they weren't owed it - the terms detailing this written clear as day in their own emails, that they desperately tried to contradict! It was there, simply stated, in black and white, screenshotted, and they STILL tried to debate it or ignore it! They outright said I could leave without incurring early cancellation charges if in response to a (obscene) price rise, as long as it was before X date. I did leave before this date. And they tried to charge me anyway! The sheer grotesque cheek of a company attempting to contradict its own stated policy that it wrote in customer emails, just to exploit its customers further, wring out some more pounds, hoping the complainant (me) would give up in frustration before they did. But no, I can be very stubborn when I feel like I'm being shown a callous level of corporate disrespect. And so I kept trying. For literally months.

    Ended up having to file with the ombudsman. Only at the 11th hour did anyone actually do anything for me - a call and apology from a manager - and then it was sorted. It could've all been done so easy. And instead it took, what, 4 months of constantly badgering them, tearing my hair out at the sheer ineptitude, the corrupt greed baked into the system, the utter contempt for any customer that isn't a new customer?

    I'm so glad to leave Virgin. I know all these companies are awful, but how Virgin treated me was so rephrensibly **** that I refuse to give them my money any more, even with the last minute cheap deals they tried to bribe me with at the end when I made it clear I never wanted anything to do with them again.

    Honestly, the experience was so bad (and I know it's common for others) that I truly believe that Virgin Media doesn't deserve to exist as a company. I will applaud when it collapses under the stinking weight of its own **** and sinks into the sea. Never to be heard from again.
  • Reviewer
    Location
    essex
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    i have been with this awful disgraceful theiving company for 14 months on an 18 month contract hahaha i must of got 8 months of service the rest was down time, disruptions, on some days in a row 3-5 net was on 5mins off 15 mins all day long for days called them they cant resolve untill one guy spilt the beans he said we are using over 120gb a month and gone over which is lies we never went over our 40 gb in years with other providers, he then says you need to upgrade i told him i have been to citizens advice and they said diconnect get another suppklier and dont pay them any more as they are not provided you for what your paying for and they lied in their terms and conditons about price increase this April 2023 so have right to walk out, he then says ok there is one way i will reset your data, which was lies again because they are just doing it from their side manually it worked 4 hrs then exactly 19:55pm it started happening again and still going off every 5 mins they waited till closing time and started it off again DONT GO WITH THEM TRY ANOTHER like GIGABITE or CITY FIBRE you get fastewr download and upload incase you dont know virgin upload is only a couple of meg when they are the same as download making your internet 10 reliable and faster i know this as i have it at my new address.
  • Reviewer
    Location
    south west London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    May 20th, I order a virgin broadband box because my friends are telling me it’s the best. Few days later I received it, unfortunately couldn’t set it up, called the customer service to book a technician. May 23rd, a man comes and tell me he can’t set it up. Said he will report it and that I will get a call the same day or the next day. May 26th, I call back the customer service as nobody contacted me. We will call you tomorrow (27th) the woman says. May 27th nobody calls me so I call back AGAIN. Are you home tomorrow (28th) the lady says ? I can send somebody to your house between 8am and 1pm. Yes please. No confirmation message was sent or received. 28th I wake up early to walk my dog and set the house for someone to come. NOBODY CAME AND I WASTED HALF OF MY DAY OFF. I call and I call and nothing. June 8th, I contact the customer service to cancel my order as I’ve been for 3 weeks with a stupid box that doesn’t do the job. Termination fee is £400 they say. I cannot help you with your query but I booked a call for you tomorrow ( 9th of June) between 12 and 4 and we will sort this out for you days the gentleman. Thank you for your patience your kind heart and being a great customer and person to chat to says the assistant honestly what kind of service is that. But anyway. June 9th, NOBODY CALLS !!! What do I need to do ??? When I log in my virgin account there is no contract and no bills, I try to start an online chat and it takes me back to the home page !!! how can you leave me like this !!! I serve customers for a living and this is honestly the worse experience I have ever ever had !!!! HELP ME PLEASE
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If it was possible to give no stars I would. The worst service ever received. Booked in to install fibre broadband in March and still don't have it installed. Have finally given up trying to get it sorted after delay after delay with no real reasoning. When they did give a reason (awaiting council permit for outside works), I contacted the council to ask them to please go ahead and approve the works but there was no permit requested in the first place. Hours and hours of calls and trying to confirm engineers, but all time wasting! Promises of engineers to arrive on a certain day but never did. Could go on, really terrible experience all round. Went with another provider and was up and running in a week. Avoid completely.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin broadband gave us the worst ever experience with a broadband provider. We switched to Virgin broadband in March 2023 (4 months ago) and we are still waiting for the installation, which Virgin delays each time 2 days before it happens. I would advise avoiding Virgin broadband as the customer service has been bad, their sales offers are alluring (especially when they offer O2 sim with Volt), their initial installation date is not true, and they have the right to change it without the customer saying anything.
  • Reviewer
    Location
    Devon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Long story short. Broadband was up for renewal, checked virgin website for deals. Virgin agent called day after with an amazing deal. I accepted. Virgin meant to go live while the other provider would deactivate. Day before due date got notification that engineer would attend to my case 13 days later than original appointment. Called customer service multiple times to get an answer. No solution. Called again multiple times to cancel. All and all not a great experience, I rather pay more a bit a stay with the same provider I have had for the last 6 years. Customer service is non existent.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What an appalling company. Avoid at all costs. I signed up for broadband and was promised a 2hour delivery slot. Took a day off work and waited in all day. Nothing. Called them and was promised a two hour slot. Still nothing. Then the fun starts when you try to cancel the service you never actually received. To cut a long story short Virgin go out of their way to make it as difficult as possible to do this, including insisting that you speak in person to someone but giving out the wrong number, then bouncing you around between departments and making you give your details over and over again.
  • Reviewer
    Location
    Barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    For Broadband- it's fine. Never really had a problem.
    However, the customer service is appalling!!! I'd go so far as to say there is no "customer service". Don't get me wrong, the agents themselves are just doing their job. But, my god it's sucking the life out of me trying to get them to end my contract. They keep offering me "deals" which are twice the price of what I am paying now and what I can get elsewhere. When you say no, they seem surprised.
    When my Mum was with them and tried to leave, they wanted £300 as they said she changed her contract midway through. She is 75, is used to paper communication and speaking with a human. I had to bail her out so she could leave them. Then they said she hadn't returned all their equipment & tried to charge her £75, despite us having proof of postage & tracking number.
    So, be warned. Don't try leaving them, or asking for help.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Im very sorry to write this.virgin media has really bad customer support services.basically i called them and they picked up my call but thar guy who was on phone he put the phone away and i was saying hello hello but he didn’t respond me and cut off the call.i request to virgin media they should take action on helper All helper are same i tried 3 4 times but ihve got same respond.but I appreciate for service thanku
  • Reviewer
    Location
    Paisley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with Virgin Media for a few years and have stuck with them as I was pleased with the service and customer service.

    Our internet has been terrible for ages. It is continually intermittent and even our TiVo box rarely connects to the internet. The family are relying on 4G.

    I have reported it and, I had a terrible chat with an assistant who kept insisting that everything was fine who cut me off in mid flow. I called them again and assistant no 2 said we had too many devices using the internet. We shut some devices down, but no improvement. Even when only one person is in the house, it is intermittent.

    I have gone through the hoops online. It is mental - you phone about a problem and they send a link to find help - a link for an internet that does not work!

    This morning, after resetting the router, I tried the automated chat - took ages as the internet kept cutting out. Was told to continue conversation on Whatsapp. I got a message, sent a reply 2 mins later and have had no reply from Virgin Media.

    I see that this seems to be a common situation with other Virgin Media customers. I don't want a generic reply about fish tanks affecting the signal - I want this to be fixed - the way it was for years until more recently.

    I am paying for this abysmal service!! I am being robbed each month by Virgin Media. I will be charged a penalty to leave them. I am due a refund. Unless, there is a vast improvement,I will never use them again.
  • Reviewer
    Location
    Ilford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I’m writing on behalf of a friend. He thought he has paid his bill with Virgin for the internet giving his bank details and blabla to the employee on the phone but that employee put his bank details for someone else bill and then his internet cut off and now he has to pay £7.50 of late payment because Virgin team mess up and they don’t want to cancel that fee of they mistake or anything to compensate that trouble. Would say find a better internet provider with human being on the phone than them and it’s up to you if you find yourself generous to pay some else bill and trouble to get everything sorted, rude staff on the phone and trouble to talk to a manager
  • Reviewer
    Location
    Stoke on Trent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hello Virgin Media,

    I want to express my deep disappointment with your service. Our internet speed has been frustratingly slow despite paying over £60 a month. We’re certainly not getting the service we’re paying for.

    Moreover, we were promised that our contract would move seamlessly to our new address on the 10th of June, yet it was disconnected prematurely last night. This has caused significant disruptions to our work and personal lives, and it’s completely unacceptable.

    In attempting to resolve these issues, I’ve encountered further frustrations with your customer service team. As someone who works in customer service myself, it’s evident to me that your representatives are poorly trained. They’ve been stuttering on the phone and providing less than satisfactory assistance.

    Finally, your WhatsApp chat service is intolerably slow. Responses take between 30-60 minutes per message. It’s supposed to be a real-time chat, not a delayed email conversation.

    I must say, these experiences have been utterly disappointing. Please rectify these problems urgently and ensure we get the service we’re paying for.
  • Reviewer
    Location
    COLNE Lancashire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Absolutely terrible company, Tried to cancel when my subscription doubled from £26 to £54 for no apparent reason. When I asked they said it was because I’m out of contract. They have now said I am still in contract and want details of my new address to avoid early cancellation fees. Why would I have early cancellation fees if I’m out of contract. They are a bunch of incompetent buffoons who totally ignored my request to terminate and Lee requesting more money. I will not pay a penny more and if any of you have any sense you will avoid this company like the plague
  • Reviewer
    Location
    Cambs
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    They promised high speed, ive seen faster snails!
    But the REAL issue is the connection just keeps dropping out for no reason? I have to switch my PC on and off until it works again.
    Customer service is non-existant
    Then they send me a letter to say they are putting their prices up! But they don't tell you by how much! Virgin Media..I cant put into words how bad they are!
  • Reviewer
    Location
    North East England
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rubbish. Over three months ago they dug up the top of my drive to put straws into the street. Three months on, they sent an email telling me that they were no longer going to install fibre into those straws. All that mess for nothing. No reason given. Shocking. Made worse because they are proceeding in parts of the estate where provision of broadband is already good.
  • Reviewer
    Location
    Livingston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Paying over £70 a month for the most appalling broadband service ever experienced. Called virgin media so many times to report slow speeds buffering outages etc and always get the same old story " we ran a test over 3 days and your service showed no problems at all" . Whenever we call we get promised there's no issues and yet I need to now go to the office to work because of how unreliable this service is. Surely I can get out this contract early due to the service not being as described, if this was a blouse I would have returned it months ago. Shame on you virgin media for ripping us off and lying to us about there being no issues.
    Tell me again how there's no better service??
    Screen shots of errors buffering etc available on request!
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Service itself was very patchy - frequent drop outs, outages and slow network problems. Attempted to cancel my service at the end of my contract. No way to do this on the website, you have to call up. Did this, but was told I'd failed security, no way to try again, just have to wait until they've sent a letter with a new password. I wait several weeks, no letter arrives. I call again, am told that this shouldn't have happened, that I was misinformed on my first call, and that a manager would listen back to the first call and if it was found that I'd been misinformed originally they would set contract notice to start from that date. No further update, so two weeks later I call back. No one has checked original call, new customer service person was rude and unhelpful, so I asked to speak to a manager. Was told none was available, so someone would call me back. No one ever called me back. Had to call back a week later, still no further information, no one had checked the original call, still no managers available to speak to. Just the worst kind of company, poor product and poor service. Avoid at all costs.

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