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
    3.2 stars
  • Customer Service
    3 stars
  • Speed
    3.2 stars
  • Reliability
    3.1 stars

Based on 9881 customer ratings since 2018-09-18 (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.

3123 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
The worst customer service ever, lied to, finally they admitted their mistake, but the bill is still mine as I'm not a valued customer. Utter con artists.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Leeds Virgin Media  
Customer service is poor and does not make it easy to find the answers you need.
The broadband itself is really fast but it is badly held back by the network equipment. The router they provide is slow, short range and unreliable. I switched it to modem mode and used a different router, the WiFi jumped from 10mb/s to 70mb/s.
If you want to get the WiFi you paid for you will need to switch to a third party router.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Portsmouth Virgin Media  
Poor quality equipment, poor quality customer service, long waiting times for engineers to come and fix problems, overpriced. Stay away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Let's first go back 12 months, I was coming to the end of my contract, I had 3 weeks remaining before it ended
and was going to leave VIRGIN MEDIA unless I got a decent new contract offer.
My package had been around £68.00 a month and it consisted of 200mbs fibre, TV-sports-phone
it was a great deal at the time, but they had said to keep that deal for another 12 month would be £100.00,
so I declined the offer and asked them to terminate the contract at the end date.
SO HERE COMES THE "ACCIDENTAL DISCONNECTION" (FIRST TIME)

The next day, I went to log on to the internet only to find that it was not working, I spent a good 30 minutes testing everything,
on my side. All the green lights were on the router, checked my computer was working correctly, and of course the
"unplug everything, wait 10 seconds, then plug everything back in".....still Nothing, still no internet.
So I decide to ring VIRGIN MEDIA to see if there was a fault, and low and behold the landline was dead too.
At this point I began to realize that they had cut me off straight after the phone call, not when my contract ended.Which was agreed
in the phone conversation.

I eventually got though to VIRGIN MEDIA, and they confirmed they had cut off my services and claimed it was a mistake,
and put me through to the "disconnections" department, which is in real life the,DON'T LEAVE, WE WILL GIVE YOU DISCOUNT
TO SAY.. Department, after being brow-beaten I agreed to say, with the same package including everything I had before
but now it would cost me £75.00 a month not £68.00 a month.

Now, lets fast-forward 12 months, my contract is ending, I got charged last month £83.00 for the £75.00 a month contract
(no added costs by me for phone calls) so I contacted VIRGIN MEDIA complaints 3 times via email.. No response, then I phoned
to be told "one of your discounts ended||".which Is inappeasable as it was a contract for £75 for 12 months, per month.
At this point I informed them NOT to roll over the contract, as he would jump to £110 a month, the person on the phone from Virgin Media
apologies for the billing issue and said the contract would end on the end date as asked.(3 weeks from now)

NOW GUESS WHAT...THE SAME THING AGAIN, THEY HAVE CUT OFF MY SERVICES STRAIGHT AWAY.
DOING THIS INVOICE COULD BE A MISTAKE
DOING THIS TWICE IS A CLEAR TACTIC TO GET YOU TO RING UP & BE TALKED INTO RENEWING YOUR CONTRACT BY THE WELL TRAINED
"Disconnection TEAM|"
I have had nothing but good experience using Virgin Media products... Fiber-TV-phone, but this underhand tactic to disrupt
your contracted services, so they can attempt to stop you leaving has left me with no option but to leave.

So, as I said, I rang up VIRGIN MEDIA, was told "oh I don't know why your TV & INTERNET has been disconnected, we are so sorry"
then passed on to someone else that then went on to say that they would try to reconnect the services,,,but,,,, whilst you are on
the line .....at That point I know the sales patter was about to start, and stopped him in his tracks."I just want reconnecting until end of contract"
OK, your supply will be on within 72 hours//////////// 72 HOURS--- 3 DAYS TO GET RECONNECTED!!!!!!!!!!!!!

SO here are my issues
OVER CHARGED £83 NOT £75 FOR A Existing CONTRACT
3 EMAILS SENT VIA THE COMPLAINTS FORM ON THE WEBSITE, (NO RESPONSE)
EMAIL SENT TO VIRGIN MEDIA VIA THEIR 3RD PARTY COMPLAINTS SYSTEM (NO RESPONSE)
SUPPLY FOR TV AND INTERNET CUT OFF WITH NO WARNING (3 WEEKS BEFORE CONTRACT ENDS)
RANG UP TO SEE WHAT AND WHY THIS HAD HAPPENED (TOLD TO RING BACK AFTER 8AM)
RANG BACK AND TOLD IT WILL TAKE UP TO 72 HOURS TO RECONNECT....
& GIVEN NO REASON WHY BY WHO OR ADEQUATE REASON AS TO WHY DISCONNECTED OF MY SERVICES....

-------------------------------------------------------------------------------------------------------------------


NOT HAPPY WAITING 72 HOURS, SO RANG BACK....
Customer support operator name : MANVI
I ASKED
Q1...WHY WAS MY TV INTERNET DISCONNECTED? YOUR ANSWER IS...."SOME OTHER REASON,"
Q2...Who DISCONNECTED IT?... answer...."YOUR ABLY TO ANSWER THAT"
Q3...AM I GOING TO BE CHARGED FORE MY PACKAGE WHEN I AM NOT RECEIVING MY SERVICES?
ANSWER...
"ACCOUNT BEEN DISCONNECTED"

MANVI decided she did not want to bother attempting to help, she put me on hold and passed me to another Customer support member
this time it was
Emma
so I asked EMMA the same questions

Q1.WHY WAS MY TV INTERNET DISCONNECTED? I WILL HAVE A LOOK OVER YOUR INFO TO FIND OUT WHY...(PUT ON HOLD) THEN TOLD THAT IT HAD BEEN AUTHORIZED
TO BE DISCONNECTED BY A "Joshua" AFTER MY PHONE CALL REGARDING DISCONNECTION AT END OF CONTRACT.
Q2... Who DISCONNECTED IT? Joshua
Q3 WHAT'S HAPPENING ABOUT THE OVER CHARGE?...AM I GOING TO BE CHARGED For MY PACKAGE WHEN I AM NOT RECEIVING MY SERVICES? Joshua EMPLOYEE NUMBER
JOSH SAID.....Customer, WAS TOLD DISCONNECTION WOULD BE DONE , AND CLAIMS HE EXPLAINED RETURN OF VIRGIN MEDIA GOODS
.. WHICH WAS A TOTAL LIE
BEFORE ENDING THE PHONE CALL I ASKED FOR A
REQUESTED A DATA ACCESS REQUEST..FOR INFO HELD ON MYSELF IN Regards TO THIS SITUATION
WHICH IS MY Righto DO SO UNDER THE DATA PROTECTION ACT.
WHAT'S HAPPENING ABOUT THE OVER CHARGE?

SO, LETS LOOK AT THE DESCRIPTION THIS HAS CAUSED ME..
TIME WASTED TESTING MY Equipment TO SEE WHY MY TV AND INTERNET HAD STOPPED WORKING
TIME WASTED CONTACTING VIRGIN MEDIA
LIVE FOOTBALL (3 GAMES SUNDAY / 1 GAME MONDAY)SKY SPORTS & BTSPORT
ACCESS TO MY NETFLIX ACCOUNT(A SERVICE I PAY FOR)
ACCESS TO MY AMAZON PRIME VIDEO ACCOUNT(A SERVICE I PAY FOR)
UNABLE TO WATCH ANY TV Shows CHANNELS(A SERVICE I PAY FOR)
UNABLE TO WATCH MY RECORDED PROGRAMS(A SERVICE I PAY FOR)
UNABLE TO ACCESS PS4 GAMES AS THEY REQUIRE A INTERNET CONNECTION (RED DEAD 2)
AND AS I AM DISABLED, MY INTERNET IS NEEDS TO ORDER MY GROCERY, WHICH LUCKILY I DID ON FRIDAY, BEFORE VIRGIN MEDIA
CUT OFF MY INTERNET AND TV.

------------------------------------------------------------------------------------------------------------
Over my time with Virgin Media I have spent well over £1000 on your services, always held Virgin Media services as
one of, if not the best service provides. But after the no response to billing issues using your complaints form,
the cutting off of services and the lack of clarity or interest in resolving this issue/issues I am left with no option but to consider
this grounds for breach of contract, gross misconduct and flat out lies by Josephus makes the thought of using Virgin Media
a impossibility, as the stress involved is not something I need or want, and do not expect from a company that lives and dies on
Customer satisfaction.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
south yorkshire Virgin Media  
THIS COMPANY DOES NOT GIVE A FLYING **** ABOUT ANYTHING BUT REVENUE. YOU AS CUSTOMERS ARE JUST BANK ACCOUNTS TO FLEECE. THE JOKE CUSTOMER SERVICE IS NOTHING BUT A DISTRACTION FROM MONEY MAKING. BE WARNED THEY JUST DON'T CARE - IT'S ALL ABOUT THE (YOUR) MONEY....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
cwmbran Virgin Media  
No one cares!!!! I am on a rolling contract with virgin media so I phoned to see if I could get a better deal before I left, as every other broadband provider does, I was offered a 12 month contract for more money than my current rolling contract. I said forget it I will leave and the customer service rep actually sounded happy about this. Dont bother emailing the new German CEO, you will get no reply. I think they have earned there nickname VERMINMEDIA!!!!!!
  • Speed
    3 stars
  • Reliability
    3 stars
Liverpool Virgin Media  
AVOID!!!! NEVER USE VIRGIN MEDIA!!!

Rubbish Internet speeds, I rang up to get this fixed but nothing changed so I want to cancel. I have tried numerous times to get through to cancel, but I keep getting put on hold, hung up on or transfered to departments that don't deal with cancellations.

There's no way to email them to cancel it all has to be done on the phone and they make it impossible to get through.

Shocking company and the worst customer service I have ever encountered.

AVOID!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham Virgin Media  
Useless, ordered a month ago, Virgin requested we wait on the premises twice for 12 hours for an engineer that did not arrive ... will not allow us to cancel the order ... Disgusting company, don't bother.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool Virgin Media  
I am chocked by the service provided by Virgin broadband. Our internet has been having issues for over 3 months now; it stops working for 3-4 days then works again for 24 hours then stops again and so on. Now it's been more than 3 weeks since it hasnt worked at all. A technician came initially after finally reaching customer service (bear in mind that you will wait at least 30 minutes on the phone before reaching customer service, no exaggerations here) and then nothing, never came back. I've been trying to reach out to them since with no luck.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
London Virgin Media  
Ordered broadband and phone package. Arrived bang on time here ends the good news. Installation (paid for) shocking could have wrongly installed it myself. From day 1 router re-booting up to 8 or 9 times daily due to said installation. Called many many times and given the run around. After many calls and finally changing settings in the router i recieved a new router. Guess what problem persists. Finally an engineer came out did a few things to solve the issue and left saying a follow up visit from an engineer has been booked in for 4 days later. An hour later same issue. 4 days later no show from the engineer. Finall when another engineer dud arrive he located the issue and fixed it. I decided to lodge a complaint and was advised i'd get a call back within 7 days. Due to work i missed the call so phoned to ask how my complaint was progressing. Was told because i didn't get back to Virgin my complaint was closed!! I requested a call back after 2pm the next day from a manager able to deal with my complaint. Guess what yep no call back then or since. I rekon they are due me £25 for engineer no show. I'd like my money back for the non installation and a reduction in my monthly bills for the remainder of my contract due to loss of service which i paid for. DO NOT go with Virgin simple as that. No consideration for customers other than screwing you for as much money as possible. Horrible company horrible service horrible customer care.
Fife Virgin Media  
Customer service is abysmal. I am canceling the contract atm. Their advisors are based in India and are rude and clueless. I have just signed up with them and they can't even retain a customer. I don't have words to describe the service that I have received. I would never recommend this company to anyone. The only service that is amazing is the first contact team that lures you in to sign up with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
harrow Virgin Media  
My broadband wasn't working, and the Virgin media website doesn't show any issues reported so I called Virgin media customer care they informed me that there is a network issue and it will be resolved in 24 hours. Issue still exists even after 4 days. Interestingly every day when called the customer representative they are telling the same story. I have requested to connect me to a manager, but they didn't do it. They have mentioned that the manager will call me back. I am still waiting for the service issue to be resolved and also still waiting for the manager's call.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SUTTON Virgin Media  
Less than impressed! Paying for 200 download and getting 5!!!! Time for a switch me thinks!!@
Salford Virgin Media  
Very disappointed. Adverts promised great speed, an ‘intelligent’ router which would distribute signal where it is needed. Instead we are not getting speed unless attached with Ethernet cable. As bad as 0.16 Mbit/sec upstairs. Customer services useless. Technical support useless - apparently positioning of router suddenly not appropriate. Missed pulling out of deal (cooling off period) by 1 day or would have. Wouldn’t recommend. Would actually say ‘don’t do it’
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oldbury West Midlands Virgin Media  
Fine until you want to try and leave as per your contract. You're made to make a phone call, and subjected to a barrage of rude and provocative questioning about where you are going and who the person is replacing you. I'm actually moving abroad, and the lady on the phone refused to issue the cancellation until I told her what country I was going to and the name of the person moving into the property?! What in the hell business is this of yours?

This is taking account retention on to a whole new level of rudeness and privacy invasion. My contract allows me to leave on given date - so just do that like I ask.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Brighton Virgin Media  
Terrible rude customer services, have been overcharging me for ver a year...even when after hours on phone they accepted they had overcharged because. Had email evidence they said as a "goodwill" gesture they would give me three months refund although it the year previous overcharge when I disagreed they sent me a lette completely misrepresented our conversation and letter signed from Garry Menzies operation manger no contact phone number or email address just a PO box in Manchester for "Executive Office" this is an international media telecoms company that dissatisfied customers cannot contact. This is clearly a design to obstruct customer care or service. I want to cancel contract as they have breached contract by overcharging ..my request for 12 month previous bills was ignored even though was agreed to and I was told I would need to pay £3 per month for copy of bills , unbelievably bad do not go to Virgin daylight robbery
London Virgin Media  
Avoid like the plague.
When things are working, it's great, its just exceptionally rare.
Between a service that goes up and down more often than a cheap hooker, and down periods stretching into days or weeks (currently on week 4 of the current down period) you'll be lucky to get anything close to what you're paying for.

Not to mention the vacuous staff who have no idea what's going on, the sales staff who call you constantly to try and keep you on their service that doesn't work (If they spent half as much time fixing the problems they could fire half the sales team) and the engineers who are at best wildly incompetent.

As a non religious person, I'm praying that these guys go bankrupt as soon as possible so they stop scamming people.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Absolutely terrible service, internet is so slow and have rang up multiple times about slow internet and have never left the conversation with a result. Customer service isn’t great, on the multiple times of having to ring up, virgin are always wanting more money for a better service, however I feel that the service I am getting now is no where near as good as it should be for the money I am paying every month. Not very impressed at all. Have been with virgin for years now and the service is going down hill.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Beeston Virgin Media  
When VM broadband works, it's great. When it doesn't, good luck getting it fixed. VM scrapped their actual technical support team a few years ago, replacing them with untrained personnel who are given and read from scripts. You can tell them you've already turned your hub off/on 10x but as that's the 1st step on their script, they'll still ask you to do it again. Anything actually technical that isn't on their script, they can't help. They insist that they don't have any senior technical personnel or 2nd Tier support. They'll also lie to you and tell you that the fault isn't with them, or that a manager will call you back (don't believe them, a manager will never call you back)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Liverpool Virgin Media  
Fast broadband comes at a VERY heavy price. Customer service it frustratingly appalling. Have literally spent HOURS of my life on hold to customer services.

After two months of intermittent service, I have just been told that I will need to pay them £200 to cut my losses to go back to BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Barnet Virgin Media  
After being with Virgin media broadband for a few years i have decided to end my contract with them. What i signed up for was a reasonable amount to pay monthly for internet service, however, every few months they keep adding on an additional amount that you have to pay, so for e.g. if you signed up to a £28 p/m contract after 18 months this goes upto £29 and keeps increasing. They don't even notify you of dramatic increases - anyway oneday i woke up to find that they have been charging me £40 p/m. I was not even notified of this. A disgusting money grabbing company that is clearly losing it's valuable customers. I will ensure that people out there are aware of this as much as possible. DO NOT SIGN UP! STAY AWAY FROM THIS COMPANY.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
Ilford Virgin Media  
took over 3 weeks to get them to install the service, three failed attempts where they didnt bring their own equipment to install the service (seriously they had no cables, they arrived empty handed! and then left for 2 weeks!)

Customer sevice is appalling.

IF you can find the right number to call, and then miraculously navigate your way through their robotic-menus you eventually end up on hold for ever before being faced with Endless transfers while waiting they put you on hold.

The staff answering phones must have zero training on anything as noone seems to be able to answer more than one of what should be basic questions "what is the process to downgrade" transferred "what is the process to cancel" transferred " how long do i have to be without an account to be considred a new customer " transferred...

just rubbish service, seriously frustrating

oh an they just hung up on me after id spent 25minutes on hold.
appalling behaviour and it was the same the 2 other times i called them. just an awful company
The actual internet was great but the price hikes are unreasonable and there is no reward for loyalty either.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
London Virgin Media  
Virgin media is the worst wifi I've ever had in my life! Every day it just cuts off and flashes green! Every bloody day even twice! Paying money for something that doesn't even work! Rather pay for a bag of shot than pay for anything virgin media again
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Gillingham Virgin Media  
I'm having very bad experience with Virgin, the speed I'm getting with my broadband is terrible, the funny thing is when I'm with them on the phone the speed goes so high, as soon finish the phone call its start to slow down again, I do not get the service I pay for. I pay for 500mb and get 30. Poor, poor, poor
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Morden Virgin Media  
Eighteen months ago virgin media asked if I would like to upgrade my internet service to 350Mbps and I accepted. virgin media advertises that the average speed should be 362Mbps download with a minimum of 181Mbps download. I have monitored my speed and I have never reached the advertised minimum download speed. I have spent hours waiting on the phone and talking to people in India, have had technicians to the house many time and nothing has been resolved. The technician have checked and there is no issue as far back as the cabinet in the street but they find and issue with the signal coming into the cabinet. I was told this was also affecting business customers and would be fixed but would take a few weeks and that I would be informed as to the progress. The technicians told me that there was a technical problem as the upload speed was 36Mbps and it should be about a tenth of the download speed. That was a month ago and I have heard nothing. Yesterday when I spoke to virgin media technical support I was told that I should never expect more than about 150Mbps and virgin media technicians are never sent out. That is not true as I have had technicians out to look at the problem a number of times and each time they say there is a problem with the service in to the cabinet in the street. In my calls to customer service which are not cut off -- which is about 1 in 4 -- I have been told a lot of conflicting information. One customer service person tells me one thing and the next tells me something else, and customer service technical support claims that the technicians that have come to the house and have checked the cabinet in the street do not know what they are doing. The customer service technical support person I spoke to yesterday said he was arranging for a customer service person to call at 0900 this morning to discuss the internet issues -- it is now 1045 and there has been no call so far. It would be good not to believe anything virgin media says. Virgin media does not provide the service they advertise and virgin media does not provide the service they charge for. And virgin media customer service is abysmal.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
cambridge Virgin Media  
Most Unscrupulous Exploitative Network Ever!!!!
Worst network. Do not join this broadband or mobile network. They appear to be very good initially but they operate at a very unscrupulous exploitative level. They will fix you into a contract and will have you pay for a speed that you very rarely if ever get. Then, after your fixed term runs out, they start bombarding you with bi-annual unjustifiable price increases, and when you threaten to leave them, they offer you a "discount", which seems nice at first, but after a couple of years with this network provider you realise that you have to spend approx 45 minutes every six months on the phone with these morons to stop them from extorting you. Just cancelled my broadband and mobile. Never again!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Why isn't it possible to leave a zero?

This company is the absolute worst pile of excrement I have ever had the misfortune to deal with. I dreaded making calls to them because they never understand what you are calling for - the language barrier is extremely hard to navigate, considering they have the majority of their call centres overseas. They overcharge/charge for random things, but woe betide you if you try to resolve it. I'd imagine I'm somewhere around £300 out of pocket for constant errors you cannot resolve. You can ring & get one result, but call about the same issue & get a completely contradictory response, usually resulting in them trying to charge you again. I have never once had a decent experience with them, and am so glad I left for Sky. I tried to contact the complaints department and the contact box never even transferred to an agent! It's appalling that such a huge company would have 0.4/10 & not do a single thing to resolve it - tells you all you need to know about their customer care vs money grabbing. Eurgh, they've been an absolute nightmare from start to finish, & by the end I was paying £10 extra for a bill than the deal I initially signed up for & was 'guaranteed' indefinitely. I used the company for various different products, but I have since changed every single one, and could not be happier with the choice. Trust the negative reviews, they are completely accurate!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Keighley Virgin Media  
Unreliable and slow - I really wish we hadn't switched. The super broadband is supposed to be faster, but it isn't any different. I now tend to go into my workplace, instead of working from home, as the broadband speed is so slow and unreliable. It is also slow and unrelaible in the middle of the night.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SWLondon Virgin Media  
useless company that has given me so much headache I will make sure all my friends and family never use them again
I ended my contract and VM is charging me for an additional month after the disconnection date! and I kept getting overcharged in my previous bills! complaints dont help at all
DO NOT EVER USE THEM go to their competition
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Virgin Media  
We used Virgin media since they entered the market. To be honest the speed provided was by far the best in our area in North Somerset, and possibly still was when we left the uk last month. Although customer service was never their strong point they were a pretty reasonable outfit to deal with. That was until about 3 years ago when I believe they may have changed ownership. Since then their service has become well beyond terrible.
I have spent hours on the telephone wasted to somebody who calls them selves Mark, Jane, Peter and so on, who does not have the slightest grasp of English , who seem to go out of their way to be unhelpful.
This company has become so bad that I am totally bewildered why Sir Richard Branson allows the Virgin brand to be used.
They add in little extras onto the bills without telling you, and when you try and find out why, you will spend hours arguing and not get any answers. If you do you won't understand them. When we were moving and had to cancel or change address on every service we had, about 90% of our time was taken up by our dealings with Virgin Media. I ended up ripping out their equipment and carting it into their last remaining shop in the area (as they have closed them all down) and dumping it on the shop counter. They were so unhelpful.
The broadband maybe fast, but please don't get tempted by that as you will suffer for it.
AVOID AVOID AVOID
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Arboleas, Almeria , spain Virgin Media  
AVOID at all costs! An absolute nightmare to cancel EVEN at the end of your contract! I had to phone time out of number to get something in writing that I wanted to cancel (ie, I kept telling them all I had got was a voice on the phone confirming it, therefore no actual proof). Let me assure you that it is far easier to pass a camel through the eye of a needle than to get away from these cowboys - AVOID or repent at your leisure - you'll have plenty of time to!
PS, please see my other review about Giffgaff, which is completely different, which you'll agree indicates my honesty!
PPS, I REITERATE, AVOID VIRGIN AT ALL COSTS!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
ENFIELD Virgin Media  
The broadband speed and reliability were perfect and didn't have a single issue for a year. Then I had to leave due to move and had to interact with their customer service, which is atrocious.
- had to wait over 50 minutes on wait line just to tell them I wanted to leave, this was a week day during a work time when there shouldn't be too many callers. Apparently it's too complicated to put the option to leave on the website.
- I was overcharged on my final bill. Not only do they not properly notify you, they do not reimburse you automatically. Unless you notice and go through the same process of calling of trying to call them, your money is gone.
- I have them 5-6 weeks notice before my move. They failed to send the box for returning the equipment. One month after moving address I get threatening emails that I will be charged £40 of I don't return it. Contacted the costumer service and asked to resend the box and to push the deadline for returning the equipment, as it was not my fault. They refused to do so and said I will be charged and this will be waived once I return it. Whilst I might not miss the money for a week or so, I imagine there are people on budget to whom £40 disappearing from their account might cause trouble
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Southampton Virgin Media  
Worst customer service. I was incorrectly cut off from my internet and then told I had to wait 72 hours for reconnection. Waited 72 hours, called again, after 2 hours on the phone was told the previous person put the wrong form through... then told it would be another 72 hours. Leaving them.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Reading Virgin Media  
Absolutely terrible company. Service is totally unreliable and crashes constantly. I'd see the point if I was rural but we live in Glasgow. Customer service a joke and pretend to put you on hold and then they hang up. You will very VERY rarely get someone with a good grasp of English. Half your call time will be repeating yourself and asking them to repeat what they say. I'd strongly advise people to go elsewhere
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Glasgow Virgin Media  
Worst company I've ever dealt with. Nothing works as it should and the internet is terrible. I've spent over 4 hours on phone in the last month trying to get problema resolved.
If there was a prize for the worlds worst company it would have to go to virgin. What a nightmare of a company avoid like the plague!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
GLASGOW Virgin Media  
Been with Virgin for about 8 years. It's never been as bad. Giving up with them. We have a 70 mb broadband service and basic TV. The broadband is good when it works - the TV is slow, frequently not working or partially working and often have to restart the TIVO box to get it working again. Customer support is abysmal. Just been waiting 22minutes (Thus evening) to try and get through to support about the latest problem (no On Demand service). The automated signal testing and reset service doesn't actually work - was told via this service that to fix the problem TV etc would be restarted and there would be an interruption in service - nothing happened at all. And the end of the day it's the customer service that is is the decider to change providers. Feels like Virgin are massively cutting corners with this service as well as the actual delivery.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Hove Virgin Media  
I am paying for over 70Mbps I get ~15Mbps virgin are rubbish and are very expensive!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tonbridge Virgin Media  
Mis sold Virgin as a great deal when looking to save money. I was told that the TV, phone and wifi bundle was the best and would be cheaper than what i was paying. What a joke! After countless phone calls to the customer care line about the poor wifi speed I was told I needed to up my bundle package, which i eventually did just for peace of mind for my teenagers. That still didn't work and when i got hold of customer care team again they explained that it wouldn't work because the interior walls in my house are made of brick so what was I to expect? What I expect was some wifi. I have requested to leave Virgin Media as it is still not sullying me with the service I am paying for, however i have been told by customer services that I can not as I am still in contract. No one I speak with will put me through to a manager so DO NOT TAKE OUT VIRGIN MEDIA unless you live in a cardboard house! My bills have come out of my bank at a higher amount than i agreed to but no one can explain other than "this is your bill" VIRGIN IS A JOKE.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Salisbury Virgin Media  
The broadband speed is good, tend to get the speed advertised. However when something goes wrong it is impossible to fix for them and constantly being on the phone to them for 40mins-60mins+ and getting nowhere. It takes an average for them to answer in 15-20mins whereas there competitors answer in less and the issue is resolved in that time. Decided to leave them 2 months into the contract as I've had enough, to pay good money and get a sub par service, its an absolute joke, ofcom should do something.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Lancashire Virgin Media  
Miss sold a phone line that Tripled my bill!
I was sold a bundle for internet, tv and landline, the landline was meant to come with free landline call and was sold on that being when ever. My bills went from £78 to £227! When I explained I was told I had free landline calls they said it was only for weekends and it was all my fault, they did help in the slightest and frankly didn’t care, the attitude of all the staff from customer service in India was disgusting to the point that I have cancelled everything. As much as the Virgin TV is a good service, this has completely tarnished the company for me, back to Sky I go...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Enfiled Virgin Media  

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