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
    3.3 stars
  • Reliability
    3.1 stars

Based on 844 customer ratings since 2023-07-20 (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.

4,708 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
    Utter utter garbage. service down for the 4th day in a week. No compensation was even given on my latest bill. Thank god I am moving house next month and can finally leave Virgin
  • Reviewer
    Location
    Burnley
    Reviewing
    Virgin Media
    Date
    Comments
    Tried sorting something on my account, when I call, the automated asked me to chat, after 10 minutes chatting, it sent me to WhatsApp, i have been for 10 hours on WhatsApp trying to solve the problem, everytime I respond I wait for a reply minimum 20 minutes, looks like they keep changing staff at the WhatsApp chat as I have been ask the same questions over 20 times and nothing has been solved.
    My secretary has been on the phone with them for over 2 hours, been asked in each department a list full of questions, then transferred and same repeated, still no luck.

    Horrible customer service.
  • Reviewer
    Location
    Weybridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Absolutely terrible customer service. I have been with Virgin media for several years, and on 13th February i changed to Virgin Business. Virgin Business said they would can my Virgin media subscription as part of their transfer process. On 20th February i was charged another month by for my old discontinued virgin contract, so i asked my Virgin Business contact to look into it. No reply for over a week, so i called up virgin, spoke to someone who said he would put me through to someone to resolve my problem, and was cut off. I called back, got sent to 3 different departments, had 2 people agreeing to sort the issue, and transfering me to different departments who knew nothing abouty it. Eventually asked to speak to the manager of one operative who seemed to have completely differant information to the previous operative i spoke to. She said her manager would call me back, but i have had no reasonse. None of the people i spoke to seemed particuarly keen to help, and none of them sounded like they wanted to be there. On the second call i wasted 27 minutes and i am still no closer to having my money returned.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Scammy. Overpriced and make it a nightmare to cancel
  • Reviewer
    Location
    Shrestha
    Reviewing
    Virgin Media
    Date
    Comments
    Very rude and doesn’t help at all to
    Resolve my problem keep calling them but they keep repeating same thing I haven’t even finished talking they hang my phone and no call back worst scenario in my life experience
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Been with Virgin Media for years, but shocking customer service and have now raised a complaint.

    I have just been on a call with one of their staff for the last 23mins, the current time is 18:04. I was transferred from a retention team to a "specialised team" and requested to cancel my account. The call handler advised my account could be cancelled with a 30-day notice.

    The call handler then saw I had raised a complaint online and proceeded to tell me she could not cancel my account as I was also moving home.

    I advised the customer service rep that cancelling my account and moving an account (because I am moving home) were two separate issues as I have two accounts.

    I was told I would be transferred and I requested that I not be transferred as I had already had an experience where someone hung up on me and requested to speak to a manager. I was told there are many calls right now as managers are busy, I told the customer service rep that yes, I am one of those callers. Then, I was left hanging, ie the person left the headset and walked away without notifying me they were doing that. I could hear everyone else in the room, was left like that for minutes.

    The customer service person returned, told me they couldn't help me and then transferred me to the "specialised department" where I was met with the "our offices are now closed" message. I can only imagine that the staff member knew the department was called and transferred me to "get rid of the problem".

    I have never had this type of customer service before and would not expect it from Virgin Media at all.

    I have raised a complaint and might just move because that is shocking.
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking service! Was told there increasing my price by £12! But said I have the option to cancel my contract. Rang up. Told them to cancel. They kept pretending they couldn't hear me. Then kept offering me other stuff. Then they kept putting me on hold. Eventually said they will transfer me to the cancelation department. Instead transferred me to another operator who then repeated the same stuff. Told him I'm cancelling. And after he tried to offer me deals and I kept repeating myself to cancel he said no problem and then just hung up on me Instead. So I've just cancelled my direct debit instead! Terrible service. Terrible company! Would never use them again!
  • Reviewer
    Location
    Fleet
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Avoid at all costs. The worst customer service I've ever experienced for any kind of service, ever. We've had to call many times and they are always beyond unhelpful horrible, rude people. We signed an 18 month contract and 6 months in they doubled the price and there was nothing we could do about it. Then they called me again once it ended to try to force me to sign a new contract threatening further price hikes. When I asked why I would sign another contract when it doesn't protect me from them charging whatever they want anyway they just tried to shout me down. Unbelievable. I can't believe any business could treat their customers this way. They may be the fastest but it makes no difference to the average household and it is not worth all the stressful calls and random massive price increases within the contract period without any warning. Everyone I've spoken to that has dealt with Virgin has had the same experience. Never again.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Avoid them at all cost, cost being the key word here.
    I signed up to virgin 2020 when they were offering anyone new a half price for a certain package, this seemed great at the time so went for it.
    Not once have I ever paid the discounted price. Every single month they took out the full price, and I messaged their WhatsApp which was easy and they would credit my account. This went on for months.
    I eventually made a formal complaint, which then took so long for them to sort because they wouldn't issue a refund, that it went through to small claims. Where they credited my account what I was due. And rather than charge me the discounted price as you logically would. They charge me the full amount and then immediately credit me the difference so I'm still getting charged the full amount. All because they refuse to give refunds.

    For such a big company you'd expect it to be miles better than it is. Just avoid this lot no matter what.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin Media, the company here when it is to take your money but can't get a complaint to be resolved!
    They are liars! Do not go with them.
    I have been with them for 4 years. Throughout those 4 years i encounterd several issues. Most of them have been dealt with efficiently. Except the lacking of speed and my wifi randomly drop off (still an existing issue). Last year (in June) i had enough of it and wanted to cancel my contract. Spoke to a gentleman who told me i had to paid a cancellation fee if i wanted to cancel now as it was too early(fair enough). I understood i had to cancel it in January. I asked then at the moment to remove tv and phone as we are not using those. He told me that he can add up speed so it shouldn't drop anymore. I kept on asking that would be included in my existing contract as i did not want to renew it or make a new one. I was assured that it was the same contract and i would still be able to cancel in January. Imagine my surprise when in January I was told that i have to pay an early cancellation fee! I called them explaining everything, asking them to listen to the phone recording. The only response i got was how to troubleshoot ny hub so my internet wouldn't drop (like it would even help?! -_-') nothing about the fact that i have been lied to and put into a new contract without my consent.
    I called about 5 times now. The only thing i got out of them was for me to make another complaint so i can speak to a manager. Was told that i would get a call back the next day at 12pm which obviously did not happened. And when i called back, was told that i have been missed led (so useful). I can't get through to a manager and now have to wait 72hours to get a call back (for my second complaint that i had to do) from a manager... Which let's be honest.. there is 0.5% chance that's gonna happen. Customer Service = 0!
    Definitely avoid virgin at all cost if you can! They are just ripping people off!!!i
  • Reviewer
    Location
    Sheffield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Great broadband provider. Broadband speed is consistently good and process for cancelling account when moving house is fairly pain-free. Am a repeat customer and would always look to use Virgin if available in the area. Support staff are friendly and helpful when you need to get in contact.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    As with other reviews when it works it’s great but for the last 2 weeks I’ve not even able to finish so much as one movie in the evenings because the service is so terrible. We have also had 3 notifications in the past week alone that our service was completely down. And they have the cheek to think we’ll be spending more when they increase the price in April. Never in a million years. We will be switching to EE which might also be bad but at least a third of the price
  • Reviewer
    Location
    Fife
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst and most painful customer experience I’ve had. Months of failed promises and actions leaving me with early disconnection charges but it’s been so bad I’d rather be away from them.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    The worst company I have ever been a customer of. The speed of the internet, when it works, is the best but they are absolutely terrible in all other aspects. They rolled me onto a new 24 month contract without asking me - I had to threaten them with legal action to get out of it. Their customer service requires hours of phone calls and agents are not often good enough or empowered to fix problems. For example, I when my internet was out for two weeks I was promised a dongle to tie me over. Three different agents promised it was in the post - it never came. This company makes lots of promises but there are too many subcontractors involved and no one cares. Stay away from this steaming pile of mess.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Comments
    Worst Internet provider with awful customer service ever. Please Avoid Virgin Media. You don't need this BS in your life.

    I called Virgin Media customer service 5 times and each time I asked for the end-of-contract confirmation by email/post. However, each time I end up speaking with India, the last Indian guy was so rude and did not listen to my request. After 6 weeks, yet to receive the confirmation and yesterday I received another email which is asking me to pay the next bill. A bunch of sick people gathered together and called Virgin Media.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    Comments
    Francis from the moving department is absolutely amazing! He sorted all my problems and put me through to the right people. He then called back to confirm his everything was sorted and I was happy. He is amazing
  • Reviewer
    Location
    Rugby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had enough of them.. joke of a company. There broadband infrastructure is the worst in Europe now..
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worse than Syphilis
    Unfortunately there is not a minus score. We got the equipment - it never worked. We returned it as instructed. They still wanted us to keep paying them. Now about 2 years on a debt collector is trying to extract the cost of this useless pile of detritus. I have told them to go & boil their bottoms. Virgin should be declared an international terrorist organisation and everyone who owns it or works for it should be publicly executed & their families forced to watch. I would rather contract bubonic plague than so-called Virgin Broadband.
  • Reviewer
    Location
    LONDON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible unreliable internet, sometimes fast but drops out all the time and regular lengthy outages.
    trying to cancel my account for weeks now and cant even get to speak to a person. Do not use Virgin broadband.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely useless. Never ever agree contact on the phone. Unacceptable mis-selling (actual charge was much higher than what the sales person said), no proper process for complaints from customers (they don’t care about complaints as they know that customers are unable to cancel contracts for the contract term), never reply to my complaint, useless internet speed which is so much slower than it advertised, so dishonest and helpless. What they doing is a proper scam. We really should avoid the company.
  • Reviewer
    Location
    Surbiton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    AVOID : 3 months with virtually no WIFi & all Virgin says is "we`re working on fixing it, but its complex"
  • Reviewer
    Location
    Borehamwood
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    I have intermittent internet for months now. I asked several times customer service for help. Instead, I received general information about the fact that the company cannot identify any issues in the area and to use Virgin Media "Self Help" option. This practice I find highly disrespectful.
  • Reviewer
    Location
    HOVE
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    Comments
    Had fantastic customer service from Michelle at mover team for my broadband service
    I am in the process of moving and needed to book engineers for new address. We had a few hiccups up and our current address broadband was turned off.
    Michelle got broadband started again here re-submited request for new address explain my temporary payments and how to follow up once moved.
    She was patient, informative and called me back as promised with the information.
    At no pointt did my questions feel insignificant and her friendly professional conduct was a breath of fresh air at 8 am after fruition of no wifi
    Brilliant service
  • Reviewer
    Location
    Swindon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They make a even simple request difficult I spent 4 hours on chat and phone and still not resolved!! Don't know about internet because never get one. Unprofessional and rude!! AVOID AVOID AVOID this is my honest advice!!!
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Comments
    Please Avoid Virgin Media. Worst Internet provider with awful customer service ever (hung up on me). Not recommended. Even not worth a single star. You don't need this BS in your life.

    I called Virgin Media customer service 4 times and each time I asked for the end-of-contract confirmation by email/post. However, each time I end up speaking with India, the last Indian guy (employee number: B7919632) was so rude and did not listen to my request and hung up on me. After 3 weeks, yet to receive the confirmation. I raised a complaint to Ofcom. Worst Internet provider with awful customer service ever.
  • Reviewer
    Location
    Swindon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They make everything difficult, spent hours on chat or phone to shorted out simple query! AVOID AVOID AVOID
  • Reviewer
    Location
    Kingston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    I’d advise anyone to avoid Virgin Media broadband; when it works it’s very quick however it’s incredibly unreliable and drops out on a regular basis. Its range is also very poor, I live in a regular semi and the router in the hallway doesn’t reach upstairs.
  • Reviewer
    Location
    Cardiff, UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I would give this awful, horrible company with its terrible tech and customer service 0 stars if TrustPilot would allow me to. I had the worst experience of my life dealing with a company as a customer from this company, in the second month of my life in the UK. Shameful service and causes shame to the whole country because of this terrible service. I only went with them because I got a referral from a friend, luckily they didn't have any trouble but once they do, I'm pretty sure they'll come here to write a review just like this one.

    The customer service agents cannot speak or understand English correctly. The agent, who's name I can't remember, who answered my call when I first contacted VM had entered every single piece of my info incorrectly starting from my email address, last name, and even my contact number which is the one I called from. Funnily enough this person had misspelled the Gmail part of my email address as 'gimail' so I did not get any communication from VM after the initial setup of my contract. And when I called them to ask about the installation appointment, I had to call them 7 times to go through and get it set up. Then the installation appointment got cancelled twice. And finally after almost a month, when the installation person came, they explained to me clearly why I couldn't get VM to my property because there's no wiring that comes into the apartment. I live for rent, so I can't allow them to rewire the apartment, so only thing I could do is cancel it. They managed to waste a good part of a month of my life because they couldn't check in advance whether they have the connection to my address which is what they check at the very beginning when someoneasks to joing them. After this whole thing, they again called me and said they're going to reschedule the appointment to do the installation. The person who called this time too had absolutely no idea what went wrong with the installation. What ridiculous system they have in place, I don't know
  • Reviewer
    Location
    Torquay
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    To however care. I'm with Virginia media 12 years so far i was very happy but from September last year everything has change I was moving houses and the issue started. First, my installation was moving every month.i was hopping that is gonna happed this month but again has been moved to till 16 of march. So far I'm waiting for the installation over 6 months. Plus when I request for a free dongbel from person from pre installation team. He said yes so and he put me on hold for 30 min and he hangup how rude. So I wasn't sure if I will have that FREE dongle or not. Next day I'm calling to pre installation team again. Lady tald me that person put information to the system but never been send. A week later I'm receiving email from Virgin media to pay 100£for item which first meant to be for free and never even have been posted. Lady from pre installation team said that she will cancel that transaction but 1 week later money was taking from my bank account (good job that I block that transfer). My point is that I spend (waist)almost 20h my time talking about my service which should be done few months ago and item which I never have received and never been posted. Also I request to speak with menager and this is also impossible ( is there any) I've been putting on hold and later people where hang up on me by or I've puting through to random person and they them hang up how rude and unprofessional. It's just a joke. Can someone give some explanation.
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin media use mafia strong arm tactics to keep your business and offer zero customer service.
    They entered me into a new contract under false pretences and without my permission costing me time, money, energy and my mental health. They have zero compassion for their customers.
  • Reviewer
    Location
    uk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I wouldn't give one star.
    I ordered Virgin broadband and was given a installation date for 09/02/23. I cancelled my PlusNet provider as I was requested to do by Virgin, may I add that PlusNet have never give me a problem and the only reason i chose to leave was for promised speed increase. On the 07/02/23 i received a text telling me the installation has been delayed until 02/03/23. Needless to say this is unacceptable and very unprofessional. their excuse was they needed to check permits for my area, I almost found this amusing if it wasn't for the raging anger I was feeling. I rang their terrible costumer help line, what a nightmare. I couldn't understand the staff and they were going over the same statements over and over. All i wanted to do was cancel. I gave up in the end and continued the following day with the same problem. After 45 minuets actually managed to escape to clutches of the Virgin media Nightmare. I then Rang Plusnet who saved the day, after 10 minuets on the phone I was up and running again, PlusNet will be doing full fibre soon so I will stay with them and upgrade. Virgin never ever again.
  • Reviewer
    Location
    Perth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please Avoid Virgin Media. Worst Internet provider with awful customer service ever (hung up on me). Not recommended. Even not worth a single star. You don't need this BS in your life.

    I called Virgin Media customer service 4 times and each time I asked for the end-of-contract confirmation by email/post. However, each time I end up speaking with India, the last Indian guy (employee number: B7919632) was so rude and did not listen to my request and hung up on me. After 3 weeks, yet to receive the confirmation. I raised a complaint to Ofcom. Worst Internet provider with awful customer service ever.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I use VM for Broadband only and I'm being charged around £47 a month. They've informed me that they're raising their prices by £7 a month in March and I have no idea why I'm paying so much. Its a rip off and I'm leaving ASAP.
  • Reviewer
    Location
    Hampshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Fine broadband at 100mbps for 26 p/m but the customer service is abysmal. It is such a chore if you need to cancel, there's no way to do it online, I couldn't get the online chat or texting service to work so I had to call. Getting them to stop asking for info about my new provider was like pulling teeth. I was told I'm not making a smart choice, that they're the fastest ect ect ect. Why must it take so long just to refuse to sign up for a new contract? Also he kept saying I had a beautiful voice which made me so uncomfortable.

    The WiFi also never reached to the end of our house so we had no wifi in the bedroom. And I live in a small flat!
  • Reviewer
    Location
    PLYMOUTH
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    this is the worst company ever. terrible service, staff do not have a clue, they lie, manager was even worse. promised to call me back, failed to do so!!
    STAY CLEAR OF VIRGIN MEDIA, i spent over an hour on phone, and they just cut me off
  • Reviewer
    Location
    NW6
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I know people will think only upset customers tend to leave reviews but I do need to share my experience with there customer service which has been disastrous. I applied for a house move back in November and was offered a £22 monthly fee for the broadband only service, along with a complementary wifi pod. The £22 fee was to be achieved by applying a £25 credit to a £47 monthly bill. The agreed moving date was 6th January. Below a list of all that has gone wrong to date:

    - they disconnected my original line on 6th December. I do not know the reason til this day but suppose they just mixed up the dates. Anyway it took me a week to get my line back with no internet in the meantime

    - I am now getting billed the full £47 a month with no sign of a credit. I have spoken to them about 5 times about this issue - always get apologies and promises that it would be fixed but it has not been to this day

    - likewise, after a month in the new property i am still waiting for the wifi booster. The agents I spoke to over the last couple of weeks all promised me it was on its way to me but the one I spoke to today admitted that the booster was never order. So they basically lied to my face. They know want to charge me £8/month for the booster, possibly taking my monthly bill to £55/month instead of £22 as originally agreed

    - I have spent countless hours arguing with them with no progress made on either issue. No one takes ownership on their side. The moving team blames it on the retention team who blames it on the wifi team. It is ridiculous.

    - they never send any written confirmations of your conversations. They promise it's all noted on my account but half the time the next agent admits the notes are incomplete. It's basically your word against theirs

    - i have now passed the 14 day cooling-off period which, I suppose, was their objective to start with. They mess you around promissing all sorts of things until you get to that point and then they just deceive you and say you have to pay a disconnection fee if you're not happy and wish to leave

    I will file a complaint with the Ombudsman now. Hopefully people will ready this review as it is first hand, real experience and in my life i will never ever use Virgin Media again
  • Reviewer
    Location
    Dumbarton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      2 stars
    Comments
    Broadband speed goes up and down and trying to complain to virgin media talls on deaf ears, they just ignore it
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The experience I had was like "hotel California", ie you can check out any time you like but you can never leave. Signing up is the easiest possible but when you then (after 6 years!!) want to leave for another provider you suddenly have to jump through a ridiculous number of hoops. You can upgrade and change plans on their website without any hassle but hey nowhere is there any chance to terminate your account. Nope than you suddenly have to call or go on a 10 hour WhatsApp obstacle course. Horrible horrible experience.
  • Reviewer
    Location
    Perth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid Virgin Media. Worst Internet provider with awful customer service ever (hung up on me). Not recommended. Even not worth a single star. Please avoid. You don't need this BS in your life.
  • Reviewer
    Location
    Andover
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Everything is fine until something goes wrong.
    Their customer service is appalling.
    Recently had a what’s app chat that took almost 3hours to resolve!!
    Shame on them

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