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
    3.1 stars
  • Reliability
    2.9 stars

Based on 7849 customer ratings since 2020-04-18 (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.

3,750 Customer Reviews over 94 pages

  • Reviewer
    Location
    catford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      5 stars
    Comments
    if you want to be ill , develop stress, and mental issues then pls join virgin media .
    this is the worst experience ive ever had in my entire life. there is simply no customer service training , it seems like staff can simply do what they want and make up errors as they go along. missed 2 important deadlines and the compensation offered is around £1 pound something a day.
    it's usual to be hanging for an hour then get a not bothered member of staff listen and then transfer you then phone goes dead . please DO NOT join Virgin . you have been warned . i am thinking of taking my complaints further
  • Reviewer
    Location
    Essex
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Useless. Cut off my broadband ‘by mistake’ when I renewed my contract with them. Sent a complaint letter 3 months ago and not heard back. Now they have cut off my account again due to ‘late payment’ but I’ve been paying by direct debit for 3 years! Unbelievably bad service.
  • Reviewer
    Location
    Merseyside
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I have, until now, been quite happy with my Virgin Media Phone & Internet package.
    I pay circa £59/month for phone and internet...... and have recently been informed that my internet speed has been increased to 100 Mb/s at no extra cost.
    I logged into my account and requested an increase in internet speed from 100 to 200 Mb/s at extra cost of £6.01/month...... I received an email from Virgin Media asking me to call a number "as some of the information required was missing". I called the number ; BIG MISTAKE !
    What followed was 30 minutes of high pressure sales during which ;
    1. The phone connection went down three times, and I was called back.
    2. I could barely understand what the caller was saying.
    3. The caller asked for the first, third and fifth character in my password ..... I thought only I was supposed to know my password.... obvious security implications for my account.
    4. I was coerced into 350 Mb/s internet, which I can't afford, and which has a contract length of 18months versus 1 month for 200Mb/s.
    5. I was coerced into opening a Virgin Mobile account, which I don't want, and which included the caller asking me for an account password, security implications AGAIN.
    6. When I was asked for bank details, which Virgin Media already have, as I pay by direct debit, I "smelled a rat". I told the caller I wanted my account reverting back to the way it was after which the caller still insisted I carry on with the process. I told the caller I was going to hang up the phone now, and my account should be reverted back to normal, and I hung up.
    7. Less than 1 minute later, the caller rang again and before they could say anything, I told them that our dealings were finished and I wanted my account reverting back to the way it was, and hung up.

    The initial email I was sent asking me to call them was misleading, and dishonest ; it used the excuse of needing information to subject me to a sales call ; had they said, honestly, that it was a sales call, I wouldn't have bothered.

    So here I ; still haven't got 200Mb/s internet, wasted 30 minutes of my life trying to understand a phone caller, and Virgin Media don't want to communicate with me about my email to them...... I'm still waiting for a communication from them, a week later.

    I'll leave you to make up your own mind.
  • Reviewer
    Location
    Sheffield
    Reviewing
    Virgin Media
    Date
    Comments
    Absolutely discusted in the customer services that's if you can even call it that absolutel rip offs I'll be telling everyone how bad they are only good thing about is was the engineer been totally ripped off for internet iv never used and then passed around the phone idiot to idiot who's sat on there arse all day putting ppl on hold no notes on my account nothing absolute worthless how is this company still running I'm going to do everything possible to complain where is the customer services I feel to go there to actually get this balance wiped off my name absolute jokes!!!!!!!!!!!!!!!!!
  • Reviewer
    Location
    Colchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Apparently we get up to 200 mbps, however, we rarely get above 100. Recently had an outage and when it came back online I did a speed test on VM site & I got 81.8 down 13.4 up. Later that day I was texted to say that "... it was all fixed" so I did another speed test and got 62.2 down and 7.6 up. Go figure. Whenever there is a problem God help you. Lets just say that if I could rate Customer Service No Stars, I would.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you are thinking of using Virgin Media - trust me, you will live to regret it. They hiked our internet prices up to an extortionate amount - just cancel the contract I hear you say! The problem is you can't cancel the contract. Firstly, they inform you of the price after the termination date has passed, so you've already been scammed into paying for at least one month. Secondly, Virgin Customer Service is beyond disgusting, they make it impossible to contact them. You can't email them, and trying to speak to someone on the phone will cost you over £20 in charges - and they will not do what you said anyway. We have spent 3 months, and over £50 on calls telling them to cancel our service but each month they take nearly £50 from our account. Ofcom needs to close these scamsters now!
  • Reviewer
    Location
    peckham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    If i could give minus points for customer service i would. Kept me on hold for over an hour and then put me back on hold. Wish there was other high speed provider in my area so i wasn't stuck with the awfulness that in virgin.
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I did paid every month over 50 pounds for more then 7 years without any problem. When I move out I should get refund of 43 pounds. It was over one year ago and till today never got any penny. Just thieves. I called them many times and each time they promis me to send the check in two weeks time, never got it, I did wrote official letter, they did not responded. They are just proper THIEVES!!!
  • Reviewer
    Location
    Wales
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've had poor service since switching to Virgin. Supposed to be getting at least 100mbs+ on the M200 Fiber package. Average speeds are around 40mbps. Customer service is atrocious. Took 25mins to get passed through to technical who then listened to my issue, said they would investigate and then left me on hold for over half hour. Called back and logged a complaint, was promised a manager callback withing 2-3hrs. No call ever came.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    It’s fine when it’s working but the minute there is a problem Customer Service is practically NON EXISTENT . Spending hours on the line to just be transferred from one department to another. VERY FRUSTRATING . Virgin charges charges top market prices- they are One of the more expensive into provider in the market and they should be giving much better customer service. I will definitely change provider as soon as My contract is finished
  • Reviewer
    Location
    Berkhamsted
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    VM broadband customer since 2013. Paying £66 pm for 100mb, can only get 60mb, service out every 2 weeks over the summer, for the whole day, still haven't updated contact details, cust Serv is awful. switched for 1/2 the price. just annoyed i didn't do this last year.
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disconnected my broadband by mistake a month before the schedule disconnection (how does someone even make this mistake!) Tried to get it reconnected but an error on their part meant I was phoning them everyday for 2 hours and being told continuously to wait 48h. Well, I waited 6 days wfh with no wifi and still wasn't solved!! In a moment of desperation I switched to BT, and had great Wifi the next day (highly recommend BT). Virgin also has not refunded me for the extra month I was charged where I didn't have Wifi, and my time they wasted. Would have given 0 stars if I could.
  • Reviewer
    Location
    Feltham london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    My. Husband call account section on 15th Oct around 12. 30 pm and ask to cancel the broadband service. The lady said that it is cancelled. On 26th October I came to know virgin media took myy £44 from bank account. I rang them at around 7.0 pm on 26th october and unfortunately I have to speak to clara(lady refuse to give full name) told me there is no record of my husbands phone call on 15th.i give the evidence as date time and contact number, then she said we didn't ask to cancel. I ask her to double check the call record or I can send the recorded voice clip, then she said how does she believe me. I ask to pass to her manager, and she said there is no manager around. I ask her to give customer complaint number or details and she told me that I can get it from Google. I tried to make her understand my feelings and told her that we are both frontline staff and don't want to waste our time and need to speak to manager, she again refused and told me she can mention in comments that we were not happy.. TERRIBLE...
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Originally quoted a 2-day lead time for an engineer visit. A few hours after the purchase I received an email saying that the visit had been pushed back by a month! I then spent several painful hours on the phone in the queue trying to cancel the contract. I'm currently working from home so living without Internet access for 1 month isn't really viable.

    Based on my experience I would not recommend Virgin to my worst enemy, stay away!
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Refused to process a cancellation at the end of my minimum contract period, given over 30 days notice, despite their obligation to do so.

    When I phoned them about 40 days prior to the end of the period to say I wanted to cancel at the end of it, they wouldn't schedule it and tried to charge me an early disconnection fee.
  • Reviewer
    Location
    EN8
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    VirginMedia has been providing a lousy internet service for the last month. I call nobody on the phone. automatic messages always tell me to reset. redirects to the website for technical support, but it does not work. I bought 200mb of internet. I upgraded the package, but terrible service. It is a shame that such a large company provides such a lousy service. I was going to change the internet company. They told me to give me another chance and upgrade the package. I wish I hadn't given another chance. My whole job is internet and I earn my money on the internet. they have victimized me a lot. You don't deserve even 1 penny !!!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst internet 've ever had. Its extremely extremely unstable. The speed is only good if you test a connection between your router and their server, otherwise its horrible. I strongly recommend to go for another broadband company as this always works badly.
  • Reviewer
    Location
    Cambridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    My broadband keeps dropping out, normally once or twice a day and it is impossible to talk to anyone about it. I have made several attempts to contact them by phone but it has never been answered and the online service get answered but never deals with the issue and just stops
  • Reviewer
    Location
    Strood
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin is trying to charge me £273 for unused , not activated broadband which was cancelled within 14 days calling off period. It is nearly not possible to speak to customer service. Currently I'm waiting 3 hour on online chat to get an answer from Nidhi. Dear friend, in case you read this , can you hurry up please !
  • Reviewer
    Location
    Dundee
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Unbelievable worst experience to contact support.
    It's been more than 2 weeks I'm losing my time every day to contact the support to get access to the account created with mistakes by support 2month ago.
    Everyday I have to explain the same situation again to a support that randomly respond withing 10 hours. And every day the closing time make my enquiry deleted without any final solution!
    So basically, there is no problem for them to get my money, but no solution to have access to my account.
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Unbelievable worst experience, took over existing internet account in June 2020, VM tried to invoice higher monthly charge, even tho we had proof of the agreed lower charge, VM refused to discuss, return our calls, continuously broke promises to investigate our concerns, ignored our written complain letters, even CISAS, the official watchdog upheld our complain in full by instructing VM to comply with the agreed lower monthly charge, issue an apology, remove all unwarranted charges VM tried to impose (late payment fee, reconnection fee etc) with 100% compensation awarded! It's October now, yet VM still stubbornly refused to comply, and is still trying to bully us into submission knowing we all need internet to work from home, and out internet is still disconnected whilst we have to incur high costs, tethering our mobile phone for internet connection.
    It's a real shame VM is a British company.
    We've never experienced such an unprofessional business operation.
  • Reviewer
    Location
    Preston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Since being with virgin for nearly 2 years now it has been nothing but problems. Please do yourself a favour and don't bother with this company what-so-ever. You have any problems? You'll be redirected to someone in India to try and fix it (but never does). My ping in games goes over 800 making literally any game suddenly go unplayable and dropping any facetime calls you might have. I've tried multiple times to contact virgin about my problems and literally nothing is ever done about it. Over the 2 years of being with them I must have experienced at least 10 times that the internet has gone down for longer than a day.
  • Reviewer
    Location
    Cardiff
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Can't believe such a big company can offer such awful customer service and make so many mistakes with the bill.
    Firstly I was offered free activation as a student and instead of having the hub installed for me, I was left to set it up myself, later to discover my house had been disconnected from the network and required professional installation. When the guy finally came to install it a few days later I was then charged the activation fee I was promised would be free. After multiple calls to the overrun call line and a very rude response, I was refunded the money.

    Secondly, I requested the M350 broadband and checked my contract to see I was being charged for the M500. after more issues contacting Virgin I finally got through and had my contract changed to the M350. However I am now being charged £56 where it should be £39 (I'm not even sure where this number came from?). I once again contacted and was told my contract would change on the 21st September to the correct amount. 21st September comes along and my contract hasn't changed so I have to contact virgin once again to avoid being overcharged by £17. This time my contract is changed to the correct amount however I am charged a £8.44 change fee which was not once mentioned to me and is not fair considering my contract was incorrect in the first place at a fault of Virgin. I have spent hours contacting Virgin and each time a new issue has arised. After asking for compensation for my stress I was refused and I have no patience left to contact them again and ask for the £8.44 refunded.

    Oh and to top it off... the wifi has been so slow that most of my housemates have had to use their mobile data to save them waiting 10 minutes for a webpage to load.
  • Reviewer
    Location
    Norwich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Helen was very helpful, had to wait a bit for a phone call but service is great
  • Reviewer
    Location
    Peterborough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have 1year contract with VM M350 only 1month left to get rid of this horrible exp. With them... and never more Virgin Media.i have speed from 0.32mbps to max 35mbps that is around 300/350 mpbs that i should have. Plus drop off each day.. i contact them 100of times and last think left is to wait to end my contract and share my bad exp with this scam VM
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    There good at damaging people houses and when you go to make a complaint and claim there tell you we will have this look in to and pay for all the damaged to be fixed but tgat a lie as there never call you back there just lie and say the same everytime you call them just wait another week you will get a call when it comes to that week no call I do not trust them or go with them
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    i have joined Virgin media 3 days ago.

    When joining I have called the customer support and asked them about the current offers.

    I have explained them that I did not use the phone line but they advised me that the best offer was the 350mb + 4G sim card + phone line with free calls on the weekend. So I went for it even though I did not even have the phone at home because she advised me to do so.

    So as soon as the router arrived I have tried to connect and did the speed test. The speed was extremely lower than the one I had payed for. Speed was 140mb out of the 350mb I had payed for.

    So I started looking at all the packages and noticed that actually there was a package with no phone line and it was 500mb + 4G sim card.

    So i have called them after 3 days that my contract started and asked them to change my package which was 48 pounds for the new one that was 46 pounds with no phone line and faster internet.

    They told me that I would not get the new customer offer anymore because I was not a new customer anymore.

    This is ridiculous since this was the bad knowledge of the virgin media employee. Will now cancel the contract with them straight away! Never Virgin! Not reliable, not honest!
  • Reviewer
    Location
    Featherstone
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Speeds of 3.6 on fiber promised 100 !
    What a useless system
    Box freezes on occasion turn it all off and on agin to restart,
  • Reviewer
    Location
    Burgess Hill
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Switched to Virgin package once available as needing reliable & fast broadband for WFH with at least 2 others wanting to play ps4 games online while I work. Broadband, TV & Phone all went down yesterday. Reported the problem, booked engineer for today. Got text advising they now discovered a problem in the area & they’ve put the engineer visit “on hold”. Fix ETA changed with no notification (registered phone for notifications). No service all night. This morning service checker says there’s no problem but I still have no services. Report that, book an engineer visit - 1st available is now 2 days away. Contact on chat to say I’m not happy they “held” the visit which clearly means cancelled. Chat contact takes ages then tells me there’s a fault in my area - no, service checker says the fault is fixed - oh, well now it shows a fault. ETA 12 today. Transfers me to Tech chat - still waiting for someone to pick that up. Will email compensation details - nothing received. ETA changed to 6pm, no notification. Still no broadband, TV or phone. Thank God I kept my mobile on vodafone & can tether. As a new customer I have about 16 more months before I can leave Virgin.
  • Reviewer
    Location
    East London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly avoid. Was with TalkTalk who I thought I hated until I came to Virgin Media, and realised TalkTalk's slow internet was better than the more expensive and far slower internet of Virgin Media (I'm talking promised speeds of 100Mbps, and actual speed of 7Mbps) then spending hours on the phone being shuttled from one team to another, being told I'll need to pay a break fee, or I'll have to keep calling technicians to come out to try repair otherwise I can't exit contract. With an average of like 50 mins of hold each call, they make it the hardest possible thing to cancel. Very. Over. It.
  • Reviewer
    Location
    Gerrards Cross
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I have battled with Virgin Media for two years, five visits to my property and still no resolution despite paying £98 per month. Customer service is appalling, people in their call centre do not care and no one listens as I have told them what the problem is. Avoid using 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
    Guys, Just dont bother with them. You won't get anywhere. It's like talking to a wall. They're rude, Money hungry and never will sort out the problem. No internet in peak hours at all.
  • Reviewer
    Location
    Airdrie
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    most if not all of these wifi related issuese can be answered this way:

    you dont pay for wifi you pay for broadband there 2 separate things no ISP can guarantee wifi as every home is different ( shape size furniture  material ect.)  and dont get me wrong i wish it was something that was made very clear as the general public dont seem to be aware of this unless they are techie minded( which most arent ) the fast the broadband coming into your house is great and helps but if you want great wifi thats up to the home owner. you get what you pay for like most things in life, the best at the moment is called a mesh network and you can buy from amazon or other electronic shops. you need to do some research on the matter but the wifi has nothing to do with your ISP...... they only provide the broadband again totally separte from wifi. but this goes for all ISP the difference is that Virgin media can provide way faster BROADBAND speeds than any one else.
  • Reviewer
    Location
    essex
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    unmitigated disaster .tried phone calls. tried chat.tried writing.tried e mails.a complete and utter waste of time i can only assume they can't be bothered .virgin have no problem making contact with my direct debit each month to take out the monthly payments .howver if you have a billing query then i feel very sorry for you as my experience is unprintable.to make contact with a representative of virgin i would think it would be easier to speak to some on the moon .please ignore my one star rating i would have preferred to leave it blank .i would not recommend virgin to my worst enemy .
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Would have given them 0 stars but unfortunately not possible.

    With their horrendous service and terrible customer experience, Virgin Media are taking a new approach to not letting customers cancel their contract - not answering the phone!

    Avoid, avoid, avoid!
  • 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
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Do not join Virgin Media! Their customer service is absolutely terrible. Been trying to get through to them for months now to change the account holder. They are very hard to get through to in the first place, and when they cannot solve my problem they just hang up, both on the online chat and on the phone. I am now being charged for not paying fees however I cannot pay the fees until they sort the problems with my account. I also cannot leave due to extortionate cancellation fees.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I have not got the coverage of wifi in my house. The automated app to check coverage and order a booster does not work so I contacted 'customer services' who told me I needed an engineer to sort that out. The engineer that attended to fit a new router(different problem that was sorted) told me he knew nothing about that and I needed to contact 'customer services'... There is absolutely no way of talking to a person who is able to help. The message help service is totally useless. I have now spent...wasted 5 days trying to sort this out. I spent 2 hours just to get through ID check only to be passed on to someone who can help...next day...7.00a.m. messaged to ask if I still need help. Yes u did, delayed responding later by 10 minutes and got bounced off that operator...Next day, same again. Next day was in a conversation and again bounced off and each time sent back to the AI. It is soooo difficult not to get abusive about this and not swear. But this company should not be allowed to use the words 'service' or 'intellegence' its operators when you eventually contact one rarely seem to assist with anything but the most basic query. I do need help for my suddenly developed high blood pressure, stress and depression...
  • Reviewer
    Location
    Irthlingborough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    After 20 plus years as a customer at 4 different addresses I had to leave Virgin as they could not supply my current address. They are now complaining that I owe them money are hounding me for payment. They forgot to close my account they forgot I sent back the set top box and other equipment. They forgot that I never made a late payment in all the years I was with them. They do not give a flying fart about customer service. I urge anybody who is thinking if giving them a chance DON'T they will treat you like dirt if your so much as 20 minutes late with a payment.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Has been with virgin for years, which was ok before we switch to a new broadband contract from April, 20. The speed was no where close to the package offered 100mb as claimed and drop off a few times a day.. As we are a small family and managed to coped with it. However, since the beginning of the beginning of August, 2020, we hardly have any service which were constantly dropped off, up to ten times an hour and extremely low speed, couldn’t watch a video clip without waiting for uploading from time to time. Our online meetings and lessons were completely messed up. The whole situation got to unbearable and even worse from the end of Sep, the broadband service is completely lost, we are relying on our limited mobile datas. During the 2 and half months, I tried to call them nearly a hundred times but only got one out of t3n gone through after between 30-90 mins waiting......I have done the self test numerous times, online fixes numerous times, it always going in the circle ⭕️ to aske you to do the same test again and again, stated it’s intermittent problems. Its actually not true since the beginning of the Sep, which was like disconnected every few minutes automatically throughout a day.. We couldn’t even open up a website for 5 mins..... then completely dead two weeks ago. They carry on taking Booked 6 engineers appointments and 4 turned up and problems have not sorted. Made complaints three times and promised call me back in 24 hours, 48 hours, 72 hours but never happened. I told him that it’s virgin’s fault to force us to leave as we cannot do online study and work without the broadband service. Virgin has charged me for the services haven’t provided. I ask for the refund of the two months payments August and Sep, they didn’t agree, so I have no choice but choose to leave virgin as we cannot just wait in vain god knows how long it will take to get it back to work. After two hand half month waiting and forth nd back with the inaccessible customer service, I have lost the faith in them. Managed called in today to ask to cancel the service, the guy threaten me with £144 earlier leaving fee. They cannot just carry on business like this! Stay away from virgin!

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