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 2718 customer ratings since 2021-08-07 (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.

4,224 Customer Reviews over 106 pages

  • Reviewer
    Location
    Ashford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    After umpteen texts and emails from virgin stating and confirming the installation date, they never turned up, wasted a days holiday waiting in. Got through to the customer service department and they stated that the installation date had been delayed due to construction problems. Why had they not bothered to tell me? Rung up BT and asked about returning, no problem, put me on a better BT package and cheaper then old BT one. Never again!
  • Reviewer
    Location
    Ashford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    Been with virgin 1 month . Had a problem with first bill as changed job so contacted to discuss. Advised no problem no interruption to service until next month. 2 days later cut off !!! Called to ask why and was told needed to pay £25 to start the service again ??? Riddiclus even went though foot steps and reviewed call I was told he had given me the wrong advise and i still needed to pay. Had I been given the correct advise initially I would have no problem. However I based my finances on their advise two days later they cut me off. Disgusting and even when told they would be losing a customer as id be ripping the router out and also the disgusting mess of an installation porely executed leaving my brick work untidy the cable twisted and not straight out of the wall. So in summery customer service terrible and id also like to mention I use for Xbox live where when playing fifa constantly lags almost every game. When I asked technical team they tell me I need faster speed??? When I ordered I told them I used mainly for Xbox live this is the package recommended??? Stay away nothing has changed here since the days of NTL poor service and lies with no balls to rectify the situation !!!
  • Reviewer
    Location
    Ashford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Awful experience they cut off my internet during installation and left with me with nothing, no engineer to fix it even a week later, I had to fix it myself. Customer services not interested, engineer booked but didn't turn up. Tried to cancel my account but they refused! Had to cancel in writing and just ignoring them now. Avoid!!!
  • Reviewer
    Location
    Ashford Kent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    In the last two weeks I swapped from a BT line using Plusnet at 8Mb to a Vigin fibre 50Mb connection. So far the phone has worked fine. The basic television package (read Freeview which we get over the aerial anyway) through the Virgin Tivo box has been slow when we have used it but stable. The broadband however has been dire! My 50mb connection gives a download speed of 52Mb and upload of 5Mb - great - that is far in advance of my old connection - but browsing - that is a completely different issue. It frequently takes me 4 attempts to connect just to Google let alone any other websites. For reliability my old 8Mb Plusnet over copper cable was infinately faster and more reliable. Seriously wishing I'd done my homework. Then there is the Virgin Superhub 3.0. Why did Virgin choose to send a new router model out to all it's new customers which has clearly not been tested fully let alone have a stable firmware release that doesn't even have the same or better features of their previous, much praised Hub 2.0? As a result of this firmware I can't open certain ports (having to just use a DMZ so ALL ports are open!). The hub is also stopping my Son from playing his XBox One games over XBox Live simply because it can't connect - not only because it can't access the ports it needs but also because the latency of browsing is so very slow.
    Virgin - you have a major issue with you DNS routing - please sort it - I am paying for this rubbish !
  • Reviewer
    Location
    Ashford Kent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Most days we loose Broadband at some times of the day, it is very irritating. Customer service hides away, so difficult to discuss problems with Virgin. looking find a reliable service.
  • Reviewer
    Location
    Ashford, Surrey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Advertise BIG and don't deliver, is the order of the day with Virgin. Every time I log in, a banner advertises that in October 2014 my Broadband would be SUPERCHARGED from 30Mb to 50Mb...October came and the banner changed from October 2014 to between February and June 2015, come then, no doubt the goalpost will change again.
    Credit where it's due. I asked for a free upgrade to 50Mb because Virgin's upload speed is absolutely dreadful. They promise 10% of your download, but you will only get 10% of the package below the one you have. So my 50Mb has a 10% upload of a 30Mb package...barely 3Mb

    Customer service is friendly, but useless.
  • Reviewer
    Location
    ASHTEAD
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Frequently the download speed is quite high (but still around half of what is promised). However, the service very frequently has significant lag or short time out, making my authenticated logins for work drop out. As another review wrote on here, I would rather have half the speed and reliability. On some occasions the download speed very slow or none existent. For instance, the whole of this weekend download speeds were between 0 and 8MB/s. More worryingly, while the service was so poor, the Virgin Media site reported that there were no service problems in our area!
    I have terminated my contract and gone elsewhere
  • Reviewer
    Location
    Ashton Under Lyne
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Excellent service provider, excellent customer service.

    Have been with Virgin since they were NTL and they always resolve a problem ASAP - (Very few and far Between)
  • Reviewer
    Location
    Ashton-Under-Lyne
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company should be banned in uk, this is most ever worst broadband service provider in uk, i have ordered broadband service for my new computer shop business where cant open shop without internet service but they laid me down big time, they have taken advanced 3 months money from my business account but never installed broadband or gave internet connection, they gave 4 different installation date in waiting 2 months since i placed order but never turned up, even no update. Every time i need to call for update, never had that much bad experience like virgin media is doing with me. Because of their not doing broadband installation, i could not even open my computer shop yet, i already lost out my 2 months shop rent + my sales. I am going to take them in court, they are responsible for my all financial business loss so far and they have to pay back my losses. A totally ignorant service provider, a cheater and dodgy company, so be aware all !!!!!!!
  • Reviewer
    Location
    Astley manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Having swapped from sky we have been totally devastated with Virgin, the equipment is rubbish, the connection is terrible, the prices extortionate and the customer service is shocking! 200mbps is a lie, don't take it! Over utilisation is to blame I'm told yet they keep taking new bookings adding to the problem! I've not seen a single engineer close by working on the network, nor have I seen any improvement in our service or speed, I would never use virgin again and urge anyone thinking of changing to consult locals that have it to see if it's even worth it
  • Reviewer
    Location
    Atherstone
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Shockingly bad - loses connectioon several times a day and surprise surprise there is never an issue in the area. Had the hub swaped out but this dropping of service has gone on for months. Sent in a complaint via their website and not even the decency to acknowledge it.
  • Reviewer
    Location
    Axminster
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    I've been with Virgin Media for years. Unfortunately, I live in rural Devon. Broadband speed APPALLING particularly at weekends and evenings. For the past 3 days (December 2, 3, 4 2012) it's been about 0.5MB YES!!! 0.5MB!!!
  • Reviewer
    Location
    AYLESBURY
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Reliability seems to be improving. Current levels are very adequate. We have 200 Fibre service. Get from 10 to 45
  • Reviewer
    Location
    Aylesbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We are with Virgin Media since last six years but now I have noticed, since past two years virgin media service standard has gone down, specially the customer service has become a nightmare. These people think that they are owning us along with the company. My address was not changed even after one year, from the time I informed them. When I asked for an an explanation , they kept the phone down. Past couple of months my broad band speed has gone down like anything. My this month bill came equals to my 5 months bill. My calls/data everything were charged extra.. their call counter is not sync my phone's call counter. I was charged for that service which i have never used. Is Sir Richard Branson listening? He needs to be worried about his customer Service team. They only love to talk but don't want to listen.. as if you have made a biggest mistake of your life by calling them. Probably , they are the busier people than our honorable prime minister.. truly horrible .
  • Reviewer
    Location
    Aylesbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst internet provider I've had so far. I've been with them for a few months only and since then I've been constantly experiencing connection issues. Now my wifi has been out for 4 days now, and nothing has been done to solve the problem. Their customer service is non-existent. To be avoided.
  • Reviewer
    Location
    Aylesbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Don't know why other customers complain about virgin costing so much to contact as they use a free phone service, i have no complaints get 48 - 49mb regularly on a hard wired connection & using wireless it drops due to it changing priorities on the wireless router as hard wired gets main use for ps3. I am very satisfied & problems ( 3 )i've had over the last 10 years have been dealt with promptly. No real complaints other than them insisting on installing the 50mb modem for an extra £35 when i could have done it myself.
  • Reviewer
    Location
    Aylesbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Spoke to customer services today having tried to get through Monday with no luck as the system was down since Sunday morning no phone or TV coverage second time in a month last month off for 2 days
    Was told as i never got through on my mobile!!! it would not be classed as a technical failure!!! are you kidding me was not going to stay on my mobile all day and night hoping someone may answer absolute JOKE!
    Worst thing is tried to cancel and was told i would have to pay up to April as that's when contract runs out well let me tell you direct debit cancelled you can send every debt collector in the country out you still wont have any money off me will go to court don't care how much it costs!!!!!!!!!!!!
  • Reviewer
    Location
    Aylesbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Worst service provider, unprofessional and deceptive customer services staffs. Virgin should invest a bit more in training its staffs. I will never recommend virgin to my worst enemy.
  • Reviewer
    Location
    Aylesbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hi There,

    I had Virgin super-fast broadband installed last September. The ensuing months were a litanty of stress for me:
    *Intermittant service, I twice received refunds for lousy connections and intermiitant service
    *No fixed IP- my own website could not be accessed via the Virgin service
    *Virgin support told me that my inability to view my own site was because of bad html coding!
    *Sometimes days without any connection- apprently a problem at the exchange.
    *Customer service no help- tried to blame me
    *Upon cancelling the account I never received a final bill. The first I heard of this was from a debt collection agency (BPO) threatening legal action.
    *Since terminating my virgin account I receive weekly junk mail from them boasting about their wonderful service- a waste of paper since I now know better.

    Since I changed provider- the new service is fast, reliable and I've had no trouble. Interestly when a virgin employee came to collect their router he told me that many had similar expereinces and they he himself changed to BT!

    All in all a lousy service- I've lost all respect for Stephen Fry for appearing on their adverts- obviously money will make him say anything. My advice to potential customers- stay away from Virgin! The worst cusomter experience I had ever had.
    Sincerely
  • Reviewer
    Location
    b
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Reliability poor, Promised upto 20Mb, but still 10Mb. Cust paying more for L package and get same speed as M cust. Indian call centres are a joke. Poor english, lack understanding, read from scripts..... why do they pretend to be called 'David' or 'Simon' ... to make us believe they are in uk? Complete joke.
  • Reviewer
    Location
    Balham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    No complains about the broadband itself, however customer service is non-existent. Have been trying to cancel my broadband for over a week now but the relevant team just does not pick up. Have spent almost 2 hours cumulatively listening to their hold music. Surely Virgin can enable cancellation services online given that they refuse to hire enough call centre staff.
  • Reviewer
    Location
    Balham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    I left Virgin Media after 20 years because the level of service had become so bad. I waited 6 months to try and get a connection changed in my house, and after 4 different visits from their contractors, each a comedy of errors, I gave up and switched to BT. Virgin was the worst service I have encountered ever from a company of this size. But it continues. I returned all my equipment, got a receipt and a bill back on 4th June, but now 29th of July am still waiting for my £65 cheque that is 'being processed'. When I call they move the dates to (even though I have the bill) to suggest they are still within their 'processing' window. This company has become Stalinesque in its capabilities and totally unable of providing any service on any level to it's customers.
  • Reviewer
    Location
    Ballymena
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I have now spent 15 mins downloading reviews I am 5 feet from the hub this happens every day for some time and then starts up fibre all the way is a joke I had bt before which is part copper and the service was better I think virgin is overloaded time for them to spend more money on upgrading
  • Reviewer
    Location
    Bangor
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      2 stars
    Comments
    I bought virgin 200 and occasionally that speed happens. For a short while. On a daily basis there are times when we have no internet. I continually check the speed and the average is about 20 mobs though many times only in single figures. At times our tv has to buffer, and also on important zoom calls. Many months ago I held on for ages to speak to someone who said a new router would fix all which I doubted, and after reinstall and changing all internet passwords around the house (Alexa etc) it made no difference at all. I gave up holding on and on many times. Eventually wrote to the CEO in Sunderland but 'he was on holiday' Beyond words awful. Actually stressful. Online info states restart router. That's an almost daily duty. Awful. Problem is no other high speed in our area as yet so still have to hang on though out of contract and paying a lot extra because of that, but I have champagne cooling for the day I can leave.
  • Reviewer
    Location
    Bankupelle
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have agreed to switch from current broadband provider to Virgin as there were many letters from Virgin promising 200 MBPS internet fibre optic connection and good offers.

    But, i came to know from my friend in the next lane that they had lot of issues with Virgin connection as they failed to enable a connection for 2 weeks and informed that it will take another 8 weeks to enable a connection in to the house as it will require a council permission.

    I called Virgin atleast 5 times as i did not want to face the same issue. Even the day before the Virgin sales team said 99% there are no issues for connecting the broadband as there are other properties in my lane, who has broadband connection. On the day, engineer informed me that it will take 2 further days to investigate and may take extra time to get council permission.

    The worst part was, they disconnected my phone, TV and boardband with existing provider.

    This is irresponsible from Virgin as they did not foresee the issues. I had to be on phone for hours to stay with current broadband provider.

    I suggest you only opt for Virgin if your house had a connection from the company before. If not, i am very sure that the sales team will try to sell the services but will fail to deliver
  • Reviewer
    Location
    banstead
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    absolutely shocking customer service, keep me hanging on the phone for over 2 hours.

    they cut off my services due to a mistake they made re me moving.

    i was passed through to over 10 different customer service advisers and still was unable to connect back my services.

    the worse possible customer service that i have ever known
  • Reviewer
    Location
    Banstead
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer services is the biggest joke on the planet. If you could understand them it would help.Never listen to their customers. It is the only internet provider that insists on restarting the router every time there is a problem. Was told to move the router away from all other electrical devices and to have sitting in the middle of the floor of the room.
    Speed when it works - a snail goes faster. Pen and paper and a stamp works faster.
    Price increases at least once a year for a declining diabolical service.
    More money, less speed.
    Can only assume that the price increase are to now pay for the rebuilding of Branson's house after it was destroyed in the hurricane as well as his space project.
    Also get rid of Usain Bolt off the TV and reduce our bills instead.
  • Reviewer
    Location
    Baranova
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Virgin Media Are nightmare. Just find another internet provider if you do not want to suffer.
    here is the reason:

    Virgin provide rooted which is some cheap scam. It will not do cover the whole house.
    Broadband is not always reliable. There was a time we very 3 weeks without internet.
    Customer service:
    Try and you will see that once you call Virgin sale team and try to get a new contract you will be connected within a few minutes. If you need to adjust something on your existing contract or you want to cancel you will be waiting on the line for hours. The team is untrained or instructed to not provide you with all relevant information. Staff is not monitored for their performance as they simply hang up on you once they get bored of you requesting help.

    You will be provided with misleading information or with any.

    Virgin will try openly ,,steal'' ( charge) you with ridiculous unnecessary fees without proper justification of what actually you are paying for.

    Extra information for future fulls who are going to try.

    If you want to transfer your current account to another person you can. No matter what they will tell you. Just request ,, Transfer of responsibility,,

    I know there are no many if any internet provider in Uk who can offer proper customer service or well trained stuff who knows what they doing.
    Just do your research before you sign.
  • Reviewer
    Location
    Barbosa
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    STAY AWAY
    Please DONOT be lured by offers you see by virgin media! They are a horrible, money grabbing business, and I know that is most businesses now but these lot are scum! We brought our first house and decided virgin media were doing a good deal on phone/broadband/tv package so we went with them. After a while we literally had to call them every month as they kept trying to up our direct debit without letting us know. Some months it would go from £50 to £85! It’s a constant argument with them and their customer service is rude as anything! We put up with it for a couple of years because we were tied into a contract but we have tried to leave now and apparently we are still tied into a contract 3 and half years later..but that’s ok not to worry because there is only 4 months left on the contract. We were quoted £147 to be able to cancel and leave them, we wanted to pay it over the phone but we couldn’t and had to wait for it to be taken out of the bank account by them. I have unplugged the tv box and turned the WiFi router and phone off just so that we knew there wouldn’t be any additional charges made up by them. They have now taken out a payment of nearly £250! Even thought all the boxes and WiFi router have all been sent back to them! Honestly the worst telecommunications company I have ever dealt with! STAY AWAY!
  • Reviewer
    Location
    Barking
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am suffering continously cuts in service during 1 yrs living in this house. The reason for not look for another provider is because the landlord is person in contract. Virgin media cut service many nights, every time I contact customer services they say all east of London is in repairs. I am writing this letter from my three mobile because this night 30/12/14 we are again without service. This is unacceptable
  • Reviewer
    Location
    Barking
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One of the worst customer service I ever had
    Speed of broadband was totally rubbish after midnight most of the time it goes off you can never use it until the morning time
    If I could give them a -00 star I would that's how bad it is everything is bad customer service price speed of broadband completely rubbish stay away from virgin If you don't wanna have a headache
  • Reviewer
    Location
    Barkingside
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Apart from speed all else is bad - don’t fall for their free offers as this nothing but trap. When you want to cancel free offers, you will have to call and wait for a long time.
  • Reviewer
    Location
    Barkingside
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Having only been with virgin media for 2 weeks we are very unsatisfied with this well known provider that claims to provide high speed fibre optic broadband. It stops working completely every couple of hours, making work-life difficult and time when we want to relax and watch tv frustrating. We have called customer services for assistance and all they do is tell us how to reboot, not even agreeing to an engineer to have a look. Don’t join this provider.
  • Reviewer
    Location
    Barnet
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Where to begin? (Clue - dont even think about signing up. Move on, find a different provider). The below letter, should give you an idea of our nightmare. (Despite my complaint being logged they threatened us with court action if we didnt pay the withheld £167 cancelation fee. Not wanting a bad credit reference we gave in to their bullying tactics to be free of them and peace of mind. Deplorable treatment of "customers".

    Account no: xxxxxxxx

    Regarding the above account number at the address of xxxxxx Road, EN5 xxx.

    From your letter dated 12 Feb I see that we have been charged £167.92 cancelation fee.
    Let me explain why we will not be paying this.
    The service provided by Virgin Media has been not fit for purpose. We both work from home. Both of us found that our laptops kept disconnecting from the wifi, our Teams and Zoom calls kept dropping. This was embarrassing and unacceptable, not to mention we both lost work we had spent a lot of time on.

    We called many times, to lodge complaints and try and get Virgin to do something about it. However, after listening to answering machine messages and dreadful muzak for hours we were usually cut off, or, if someone did answer, then they said they would put us through to someone else, and then we were cut off! As you can imagine, having an internet service that keeps cutting you off is one thing, but when the service provider keeps cutting you off as well, when you try and speak to them, well, that’s the final straw.

    So over many months we probably spent a small fortune on phone calls, and got through only once I believe to lodge a complaint. We had an engineer round who did nothing else than apologise but the service did not improve, although once I did manage to remain on a video call for almost 25 minutes before I was disconnected.
    Very frustrating, when the service you pay for doesn’t work and the service provider is not available to listen to your issues. So nothing changed. In the end, both myself and my wife, bought, at our own expense, data packages for both our mobile phones, and used these to connect our laptops to in order to be able to work from home.

    So as you can see, the service provided by Virgin, such that it was, was not fit for the purpose that we intended it for. Secondly, we had little ability to make contact with the service provider to raise the issue. When we did manage to get through, nothing was done. We have had to pay a second service provider to provide the service that we were already paying Virgin to provide.

    I believe we were in fact miss-sold this broadband service by Virgin as the quality was clearly not good enough for daily use and its intended purpose.

    Therefore, we will not be paying your cancellation fee, and are considering notifying trading standards to recover further costs we have paid to Virgin for a service that we were miss-sold, that was not usable as intended and that Virgin did nothing to remedy. We are now with BT and have no issues at all. Moreover, when we call them, someone actually answers the phone.

    Regards,


    Lukas Tatek.
  • Reviewer
    Location
    Barnet
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Fast broadband comes at a VERY heavy price. Customer service it frustratingly appalling. Have literally spent HOURS of my life on hold to customer services.

    After two months of intermittent service, I have just been told that I will need to pay them £200 to cut my losses to go back to BT
  • Reviewer
    Location
    Barnet
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst company I have ever dealt with. Extremely unhelpful advisors who keep telling me a different thing? Nothing seems to add up. They have not honored the rewards for joining them and have added extra costs which was never agreed. Woeful, inept company and shall never use again. Unfortunately in contract with them for a few more months. Wish I had read the reviews first as there are a lot of people who are experiencing the same problem. Disgraceful! Please avoid
  • Reviewer
    Location
    Barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Although TV is good, the broadband is very poor at peak time getting as low as 5MB on a 200MB package. Promised to be sorted in November now push out to December.
  • Reviewer
    Location
    Barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      5 stars
    Comments
    Hub slow, Service Poor, Undocumented and Voip Unavailable

    I purchased a Virgin Media Broadband package in January 2018. If I used the Hub (WiFi) I got 3Mb download speed. If I selected the router option I got 50Mb download but no WiFi. The support was poor and when I escalated the problem, the operator never rang back.

    I then tried to move my voip line from one supplier to Virgin Media, it didn't work and there is no information in the documentation to say you can't.

    I asked Virgin Media to close my account immediately, which they did, and I informed them I was not paying an early termination charge which they accepted.
  • Reviewer
    Location
    Barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Too bad I can't give 0 stars. Answered the phone to a cold caller and was initially uninterested as I was still in contract. Convinced by the sales man to move from Vodafone due to offers of no activation fee, promise that they would take care of the cancellation of my Vodafone account and pay off my early termination charge. These were not demands made by me but rather offers from the salesman when I said I was happy with my current deal.
    None of the above promises were held to, and when I then asked to leave they threw a £250 early termination fee at me. Naturally, I asked to speak to a manager and I was told I would get a call back in 48hrs. It is now 8 days later and 5 more calls to virgin (including another promise that I would get a manager call back that evening) and I'm still yet to speak to anyone of authority.
    Don't bother, they're liars who are just after your money.
    P. S to make matters worse I was told by one customer service agent "I don't know why they keep telling people things like this when they're not things we offer. This is the third call about this I've had today". So they know full well what they're doing.
  • Reviewer
    Location
    barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking i have been fobbed of since having it installed, i have had to make numerous calls and nothing changes excuses excuses.....i strongly want to get away from virgin as soon as. i even have call records of all call's, ive even emailed and had no response at all.

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