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.
This is the worst service ever. I order a broadband and not satisfy with the service. I want to cancel it. It turns to nightmare. The dont take the call for moer that 40 minutes. After they pick up, They just transfer you from one person to another.
Finally, when you get to the relevant department, immediately you tell them that you want to cancel, they just hang up on you.
The broadband is great…when it’s working. Constantly drops out or will be connected with “no internet available”
Without writing an assay, the company has adopted a system which gets their employees to do and say anything to get your business. I’ve been promised packages and performance which have not materialised. When you try to contact them, they promise to look into it and get back (never do) This company and its operation needs looking at by trading standards.
Worst customer experience with a BB provider!!!
The only reason I gave it a one star is due to the fact that -100 is not available!
I ordered Virgin broadband on 20/04 with initial installation on 22/05 which I had to change to 20/06. Virgin did not instal the service on 20/06, instead rescheduled the instal to 01/07 and again failed to install the services on 01/07 without any communication or warning. I contacted Virgin numerous times asking for help as my Broadband contract expired on 30/06 and had no help offered so we purchased a dongle as we both work from home. I worked from friends' places and my wife worked off the dongle. I contacted them numerous times to speak to a senior manager and lodge a complaint with no success. As a consequence, I contacted EE on 04/07following my struggle of two months with Virgin and had every date met from kit delivery to BB installation. So in less then 12 days from the order I had a service provide which Virgin was uncapable of delivering in two months+. After the failed installation on 01/07. I contacted virgin numerous times and was given the 4th for cable instal with service activation to follow which was then pushed out to 08/07, then on the 8th, since nobody turned up I was given no further dates, just a plain statement that it will happen before 18/07 as the service will be activated on 18/07. Coincidentally a team turned up today to install the cable to the property, but I have today 14/07 cancelled the installation as I have lost confidence in their customer service, do not want to have the continued stress and uncertainty. This situation caused us a great amount of stress and financial loss. The worst experience I had with a service provider, and that says a lot as I used to deal with TalkTalk in 2009.
I'm absolutely appalled with Virgin. We've been a long standing customer of over 20 years. They've made the odd mistake, which I'm happy to notch up as experience and move on as it's been resolved. However they've made a massive mistake on our new contract and we're paying £60 a month more for the same service, which wasn't what we discussed and supposedly they can't find the details of the conversation we had and said my wife was 'LYING' over the phone! How dare they! If it wasn't for the fact the contract is in my wifes name, I'd be severing immediately. Quite rightly my wife is trying to get the situation sorted, but one thing is for sure I would never recommend them ever again. Shockingly bad customer service and can wait to get rid of them.
When we moved into our house, we were told virgin was preinstalled. Ordered super fast fibre. We moved in. The box was due to arrive the next day. Received confirmation it would. It didn't. They cancelled our account for no reason whatsoever. Set up a new one.
Box arrived a week later. Wouldn't boot up. 1 week wait for an engineer. Engineer came, said there was a problem with the line. 2 week wait for another engineer. They arrived yesterday. Couldn't sort it. Now have to wait for another 2 weeks for another engineer.
Throughout, we have raised complaints and been promised callbacks. We've received nothing.
very bad signal and customer service very bad I don like virgin .
I paid all the bills on time. When I was trying to move the service from my old home to a new home I requested a technician but they didn't agree and they asked me to install it at the new address myself.
Submitted a request on Saturday to disconnect the service on Monday (at the old address) and activate it at the new address. They were supposed to disconnect at 12 pm (my request was) but they disconnected at 12 am. Called them and they were very rude.
Supposed to be back ON at the new address at 8 am but has not been activated till now. Called 6 times and went through many security questions but still not fixed yet. Very bad customer service and rude agents but they sent me an estimated bill for 71 GBP at the new address. They don't even know how to pull my account with my account number. Worst experience. Avoid this provider at all costs.
Paying a good amount of money for internet but it doesn’t work. Slow, regularly down. Engineers are always working on it and it is never fixed. The worst internet service I have ever used. Appalling. I will never use them again.
Been a loyal customer for almost 30 years, last few have kept getting large bills and having to fight to get them reduced. Went from £22 to £83. This year enough is enough so cancelled keep getting calls to say they can reduce it but want to reduce package which is basically one up from free view. The calls quote lots of facts and figures mostly difficult to understand asked them to put it in writing and they say they can’t put try to pressure me into signing a contract. Rubbish service, rubbish at returning calls would never use again. Avoid at all costs.
Ofcom's latest figures on broadband complaints are out - and it's bad news for Virgin Media. The company has rocketed to the top of the list as the major broadband supplier that gets the highest rate of complaints.
The report covers January to March this year, and counted the number of complaints made to Ofcom about providers with a market share of 1.5% or more.
It shows that Virgin Media generated 33 complaints per 100,000 customers, an increase of 20 in just a year. That puts them a long way ahead - or should that be behind - the next two worst performers, with Vodafone and TalkTalk both getting 24 complaints. Vodafone had been the worst ranking provider in six of the last seven quarters. Plusnet also generated complaint levels above the industry average.
And that's not the end of the bad news for Virgin Media. They also racked up the highest complaint levels for their landline service (19 per 100,000) and their pay TV service (17 per 100,000), and were second worst for mobile (5 per 100,000) behind Three.
The biggest reason why customers complained to Ofcom about Virgin Media was failings in the broadband provider's own complaints handling system - amounting to 39% in total. A third complained about faults and issues with the service, and a further 13% about billing problems.
Industry-wide, faults, service and provisioning issues accounted for 42% of reports, followed by complaints handling and billing.
Sky and EE were the least complained-about providers, generating just seven apiece. They've been in the top two positions for the last two years. The only other provider to beat the industry average was BT, with 15.
In good news for the industry overall, the average number of complaints has more than halved over the last decade, from 40 per 100,000 in the first quarter of 2011, to 19 now. The numbers are up from a record low of 10 in Q2 of last year, perhaps in part a consequence of pandemic disruption and the increasing importance of internet access for work, school and entertainment.
Broadband complaints per 100,000 customers
Industry average: 19
Virgin Media: 33
In pay TV, Virgin Media generated 17 complaints against an industry average of 6. Sky performed best with just two. For landlines, Virgin had 19 complaints, eight more than the average, and EE and Sky tied as best performers with five each.
Mobile complaints were largely flat, and at much lower levels. Three performed worst with six complaints, while Tesco Mobile, Sky Mobile and EE had just one each.
Service reliability, billing, and complaint handling are important factors you should consider when choosing a new broadband provider. Our site contains thousands of customer ratings and reviews that can give you a true feel for how each provider performs. Currently, Zen top our list for customer satisfaction.
If you aren't happy with the service you're getting from your supplier, and you're coming to the end of your contract, it's easy to switch. Use our postcode checker to find the best broadband deal available in your area today.
There are so many well established ideas about broadband and switching broadband providers that get repeated again and again.
The trouble is, many of them are wrong - and they're costing you money.
Switching suppliers can easily save you a hundred pounds or more every year, and if you're stuck on a slow internet package when you need something much faster, it doesn't have to cost you a fortune to upgrade.
So here are some of the biggest myths about broadband, and the truth that you need to know.
"Fibre is fibre - all fibre broadband is the same"
While fibre broadband is used as a catch-all term, it encompasses very different things.
Most of us are using something called fibre-to-the-cabinet broadband. This is where the ultrafast fibre cables carry your broadband signal as far as your nearest street cabinet - that green box down the end of your road. The connection from the cabinet to you house is over the old copper telephone cables. These are a lot slower, and the signal degrades the further it has to travel, which is why a house on one of the street can get very different performance levels to one at the other end.
There's now a big push to roll out "full fibre" broadband, which is also known as fibre-to-the-home. Here, the fibre cables run right up to your house. The result is that the speeds are much, much faster and the service is more reliable.
"There's no benefit to upgrading to ultrafast broadband"
A recent survey found that one of the main things that stopped people from upgrading to ultrafast or full fibre broadband was the belief that it didn't really offer any benefits. But there are many.
The main one, obviously, is that you get much faster download speeds. Our internet use is skyrocketing - Ofcom's recent Communications Market Report shows that the average household now burns through 429GB of data each month, an increase of 36% on the previous year. Even if you think you don't need faster speeds right now, you will do soon.
On top of that, you get vastly quicker upload speeds, which will be essential if the working from home revolution continues. The service should be more reliable, too, as you won't have to deal with line faults on the old telephone cables.
And it's also better value for money: currently, you pay the same price for your broadband as your neighbour down the street, yet you could be receiving a much slower service. That's far less of an issue with full fibre.
"It's too much hassle to switch providers"
By now it's well established that those of us who are willing to switch providers will get a better and cheaper deal than those who stick with the same provider for a long time.
Why don't more people switch? Because it's seen as too much hassle. But it really isn't.
If you move between two providers on the Openreach network - which includes almost all the main providers, including BT, TalkTalk, Sky, Vodafone, Plusnet and so on - then the one you are moving to will handle the entire switchover process for you. You won't have to do anything, and the whole process should be done within a couple of weeks.
Granted, it is a little more complicated to switch to or from a provider that uses a different infrastructure, like Virgin Media, as you may need an engineer to come and install it. But these companies are now set up to make even this part as easy as possible.
"You'll lose internet access when you switch"
Another reason people are reluctant to switch is that they assume they'll be left without internet access while it happens. This is another myth.
Generally speaking, your old service gets turned off as your new service gets switched on and you might be disconnected for a few minutes in between, but nothing more dramatic than that. If you're switching to or from Virgin Media, you can even arrange an overlap where your new service is connected before your old one is turned off.
"You always have to sign a long contract"
Something that puts off a lot of people when they're looking at broadband deals is the prospect of having to commit to a long contract.
In fact, you don't have to. NOW Broadband, Virgin Media, and newcomer Cuckoo are among the providers that offer no-contract deals. You have to pay a little more on the activation fee up front, but this might be worth it for the flexibility of being able to cancel at any time. These deals can be especially worth it for students or anyone who's planning to move house in the near future.
Most suppliers offer 12 month contract options as well. And keep in mind that if your reluctance to sign a long deal is through the worry that you'll be stuck with something you aren't happy with, then there are ways you can quit a contract without charge. If your broadband speed constantly underperforms, for example, and your supplier cannot fix it, or if they put your prices up by more than the amount in agreed in your contract.
"It's too complicated to find a better deal"
There are a lot broadband suppliers in the UK, and they offer a lot of deals between them. Trying to figure out the differences can be tricky, especially if you aren't that tech savvy.
And if you then sort them further by speed or first year cost, you'll very quickly narrow your list of options down to just a few packages.
"Faster broadband always costs more"
While it's natural to assume that upgrading to faster broadband will cost you more, it isn't necessarily so.
If you're in a coverage area, you can get full fibre from Hyperoptic (at the slower 30Mb speed) at a rate normally reserved for the old, standard broadband deals; you can upgrade to a faster 67Mb plan from OneStream for just £22.50 a month; or you can burst through the 100Mb barrier with Vodafone for just £26 a month. These are some pretty keen prices, that make faster broadband more accessible than you might have expected.
So, now you know the truth about broadband and how to upgrade, are you ready to start shopping? Use our postcode checker to discover the best broadband deals available where you live.
Virgin Media Broadband Buyers Guide - Is Virgin Media right for you?
Can I get Virgin Media?
Virgin Media ultrafast broadband is only available through the company's own fibre optic cable network, meaning you need to live in a Virgin Media cable area to be able to get it.
The network currently comprises about 60% of UK homes, although Virgin Media are looking at expanding their coverage by the end of 2020. Ultrafast speeds (in excess of 100Mb) are available in all cable areas, and the full upgrade from M200 to M350 rolled out across 2018. M500 rolled out across 2019, and M600 is due to roll out as part of the Ultimate Oomph package, but expect that to extend to other packages later on.
All packages except M500 can be taken as standalone broadband deals, or with the option of line rental and a Weekend or Anytime calls package. Broadband is fully unlimited, with no restrictions on downloads or uploads. You can get Virgin Media broadband on both 18-month and 30-day rolling deals. The short term deal offers greater flexibility, but comes with a much higher upfront installation cost, typically £80, compared to £35 on the long. They're also more expensive per month if you choose a package with calls. You also have the option boost your speeds to the next package and get a 2GB data SIM bundled in.
Virgin Media is a "quad play" provider. This means that you can add a full range of pay TV services, plus a mobile deal, to your broadband and phone package. All TV deals require an 18 month contract.
Fibre optic broadband like that provided by Virgin Media does not vary in speed depending on how far you are from a telephone exchange, unlike their competitors who use copper phone lines.
Which package should I choose?
All Virgin Media broadband packages are truly unlimited, and offer 'superfast' and 'ultrafast' speeds over 24Mb and 350Mb respectively. When deciding which package is best for you, you should consider how heavily you use the internet, how many people will be using your connection, and your budget - you don't need to pay more than necessary.
Virgin Media claims an average 5 second download time for an album, and 2.4 minutes for a movie on M100, and even faster on M200 with less than a 4 second average download for an album and 1.45 minutes for a movie, and even faster still on M350. These speeds are more suited to people who download a lot, or who regularly play online games, especially if there is more than one person doing this.
As most internet users do not need the higher broadband speeds, the size of your household should be a primary consideration when selecting which package you wish to go for. Virgin Media claim the M100 package is ideal for families, and the M200 and 350 packages are the 'ultimate experience' easily adequate for 5 or more people. This assumes that everyone will be using the internet a lot - which may be the case for some larger families or student households, in which case going for a faster package will enable you to avoid slowdown when everyone is online at the same time.
However, there is no point in paying for more than you need.
Points to consider before you choose
How many people will be using your broadband connection?
Are you a heavy downloader, or do you regularly play online games?
Would the expense of the faster speed be worth it for you?
As well as their very fast broadband speeds, another big attraction of Virgin Media is the range of premium Pay TV services they offer.
Virgin Media TV is delivered via Virgin's cable infrastructure, so you need to live in an area where this has been installed. You watch via the Ultra HD-ready Virgin TV V6 box, which allows you to record six shows while watching a seventh. You also get on-demand viewing and support for Netflix and YouTube. In addition, the Virgin TV Go app lets you watch on a phone or tablet. These services come on a 12 month contract.
Virgin Media TV offers four bundles with an increasing number of channels:
Big Bundle: over 120 channels, most of which are available through Freeview. You can add Sky Cinema or Sky Sports as add-ons without contract. The standard Player TV bundle comes with Virgin's M50 fibre broadband.
Big Bundle + Entertainment Picks: more than 150 channels, including the above plus premium entertainment channels like Sky One, Sky Witness and Fox. Sky Atlantic is not available on Virgin. Boost your TV options by adding Entertainment Picks, with a choice between Drama, Documentaries, Lifestyle and Sport Lite
Bigger Bundle: over 240 channels including HD and +1 versions of many of the Mix TV channels, plus BT Sport in Ultra HD and the Virgin TV Ultra HD channel. You can add Sky Cinema or Sky Sports as add-ons without contract. Bundled with M100 fibre broadband.
Ultimate Oomph Bundle: the full package of over 280 channels, including Sky Sports HD, Sky Cinema HD and BT Sport UHD, plus the Virgin TV Ultra HD channel. Bundled with the ultrafast M500 fibre broadband, Anytime calls and a mobile SIM with truly unlimited data, minutes and texts.
Virgin offers certain bundles that match TV packages with specfic broadband deals, but you can mix and match, too, to ensure you get exactly what you need. All TV packages come with an option to boost your speed to the next tier, aside from Ultimate Oomph which already offers the fastest speeds available.
How do I switch/sign-up?
Customers switching to Virgin Media will have an engineer come over to their house to install the cables and help you get set up with fibre broadband, including the Hub 3 router.
If you are switching to a Virgin Media package that includes phone services, you will need to switch your phone line. Virgin Media should do everything for you, including letting you keep your pre-existing phone number. If you do this, then your previous provider will automatically cancel your phone line and any broadband services that are associated with it.
If you're not switching phone services, you will need to give your current broadband provider 30 days notice of cancellation. If you're worried about downtime, you can always arrange for your current broadband to end a few days after your Virgin start date.
It's always good to know upfront what you'll get when signing up with an ISP so you know what you can enjoy for free, or to budget for any extras you may want.
Wireless router - All customers signing up to Virgin Media fibre broadband will get a free Virgin Media Hub 3 wireless router with the very latest 802.11ac wireless technology offering the fastest speeds and greatest range. The routers will be set up by a Virgin Media engineer on installation day.
Online security - F-Secure SAFE, an anti-virus tool worth £79.99 a year, is included free for all Virgin Media broadband customers. You can install this on up to five devices for 12 months, including PCs and Macs, and Android tablets and phones. You also get Virgin Media's Web Safe parental controls tools.
Inclusive phone calls - Virgin Media provide the option of getting phone services along with your broadband packages. The phone inclusive packages are less per month than the broadband-only packages. These phone packages offer Talk Weekends, which means unlimited weekend calls to UK landlines and Virgin Mobile numbers, and you can extend this to evenings and weekdays, or add international or mobile calls as optional extras for an extra cost. 087x and 084x numbers are subject to extra service and access charges.
Option of TV - You can also get broadband, phone and TV altogether as a combination package. These packages come in various sizes ranging from basic collections for lighter users to the VIP collection for those who want it all. These packages offer a wide range of cable and HD channels, with over 200 channels including most Sky channels with the larger collections. You also get a 1TB Virgin TV V6 box, which enables you to record up to 500 hours of TV.
Free tech support - If you experience any problems you can support over the phone between 8am and 10pm, seven days a week. Online chat is also avalable Monday to Saturday between 8am and 8pm.
What are the benefits of Virgin Media?
The benefits offered by an ISP may be what seals the deal in your decision to buy a package from them.
Fastest widely available broadband speeds - Virgin Media currently offer the fastest affordable consumer broadband speeds in the UK (excluding some full fibre services in limited localities) with ultrafast (above 100Mb) broadband available in all cable areas. Full speeds averaging 362Mb are in the process of being rolled out with many areas already upgraded and all areas can achieve average speeds of 213Mb.
Free hardware support - All Virgin Media broadband customers are entitled to free servicing and repairs on your broadband connection and Virgin Media Hub 3 router, and round-the-clock technical support for when things go wrong. However, because the equipment remains property of Virgin Media, and customers technically only rent it for free, any perceived misuse or mistreatment will not be covered by the free servicing and repairs.
Free London Underground wi-fi - Virgin Media customers are able to use wi-fi connections free of charge at over 250 London Underground stations, plus everywhere on the Galsgow subway.
All deals get the premium router - Virgin Media offer their very best router with the latest 802.11ac wireless on even their cheapest products. Equally, all TV customers get the same high-end V6 box regardless of how many channels they choose to take.
What are the drawbacks of Virgin Media?
Let's face it, not everything can be perfect, and even the best deals may have a downside.
Installation is more complex - If your house has never had Virgin Media before, then the installation will more complex. An engineer will need to run cabling from the connection point on your pavement to an outside socket installed on your outside wall, to a wall socket inside your house. Virgin says it normally takes around two hours, although could be longer in some cases. However, if your home is already set up for Virgin, a self install option might be available.
No fixed IP addresses - Virgin Media do not offer fixed IP addresses as part of their regular packages. However this is only likely to be an issue if you wish to set up a local web server, otherwise you are unlikely to notice the difference.
Slower upload speeds than most FTTC - Although Virgin Media's download speeds tend to outstrip fibre to the cabinet alternatives, their upload speeds don't tend to keep up. Many other fibre services offer upload speeds averaging around 19Mb while Virgin Media's M100 service offers only 6Mb average upload speeds, although their most expensive M350 service now offers 21Mb average upload speeds, and the new M500 service will offer 35Mb upload speeds.
High customer complaints - According to an Ofcom report, Virgin Media are the third most complained about of the major broadband suppliers.