Virgin Media Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Virgin Media.

Recent Customer Ratings for Virgin Media

  • Satisfaction
    3 stars
  • Customer Service
    2.8 stars
  • Speed
    3.1 stars
  • Reliability
    2.9 stars

Based on 5252 customer ratings since 2020-10-28 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,990 Customer Reviews over 100 pages

  • Reviewer
    Location
    Keighley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      5 stars
    Comments
    I've been a loyal customer of Virgin Media for over 15 years, but having recently moved house I had to cancel my contract with them (as they could not provide a service at my new property). To my dismay, this cancellation cost me £236, I would estimate that I have paid VM over £10,000 in the years I was with them, needless to say I won't touch another VM product ever again
  • Reviewer
    Location
    Nn83ry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Keeps disconnecting. Good speed but that's not the issue. Just keeps going off.Unreliable
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    STAY AWAY!! Wow, I wish I had seen these reviews before I signed up to Virgin Media. It's true that they offer you a great deal to start with then they almost double it once your contract ends without informing you.
    I just spoke to the rudest representative ever. All I wanted to do was to disconnect my line and she literally refused to take "I'm no longer interested in your service" for an answer. I tried to be reasonable with her, but when I realised that she was either set up to intentionally frustrate me, or she was a hopelessly rude person, I just hung up and called back to speak with another rep. And she even blatantly said to me she doesn't care if I leave a negative review.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Awful service from the start,WiFi,speed always having issues,still living of awards they got 4 years ago,and customer service isn't the best especially when you can't here them as the wifi/broadband is rubbish,can't wait to get out of this contract
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    For a whole week now Virgin Internet has been intermittent and drops for hours each day, Virgin deny any issues in the area N15 London and say its my hardware (router/modem/box) and book an engineer, within the hour they send a text saying engineer booked on hold and we are trying to fix the issue then cancell the engineer booked. The next day same problem and the next and the next a whole week now with extremely poor and no Internet. I been informed now by my mobile phone provider that I have spent £15 on calling Virgin media, extremely bad customer services, extremely bad broadband provider I have been a loyal customer with Virgin but when my contract ends I will seek a new provider. And please Virgin dont send me a bot generated response as that makes you look even worse.
    And there we go a bot reply from Virgin
    And yes Virgin your so called useful app and expensive recorded message all state NO ISSUES KNOWN yet your wattsapp agent confirms existing issues in the area?
  • Reviewer
    Location
    New milton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We attempted to change to virgin, due to our last provider having rubbish customer service, and virgin were offering a lot faster speeds of Internet. We were told that this new Internet would be hooked up within a week. 4 days later they told us there had been a delay, it would now be done in the next two weeks. A week and a half later with no news we called to get an update, the person we spoke to in customer service was very nice and GUARENTEED that it would be done by the end of the week. The next day we got a call saying that it would not be done by the end of the week and would be done in the next two weeks. Now by this point our old provider was going to be ending in a few days, so we asked if they could provide a Internet dongle, so that we could have Internet, as it was needed for work ect, and it was their fault we didn't have Internet. They then replied saying that unless you had been without Internet for 8 weeks they would not provide it (which is rediculus, who can live without Internet in the modern world!). Finally after many calls over the next few days, we managed to get them to send us the dongle, but not before we got the news that we may not get our WiFi for another 6-10 weeks...
    Fine we can live with a dingle for a few weeks (stretching a few). They then gave us a new date for installation 8 weeks later, for after the 10 week mark, we didn't complain as we finally had an install date. Then today, 4 days before that date, they tell us its delayed another two weeks. This is beyond rediculus and we will be calling tomorrow to see how they can compensate for how much they have been screwing with us.
  • Reviewer
    Location
    Burnham on sea
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I will NEVER buy anything to do with virgin media ever again. After work was carried out in my road to get us connected to fibre broadband through avonline company employed by virgin media my car got scratched as they had used it as a barrier between their barriers. I have photos of the site foreman barging past my car, work men with machinery next to my car. On witnessing all this going on I moved the car and spotted the damage. After bringing it to virgin media’s attention they refused to pay for the damage. Vile company and clearly don’t care as they don’t take responsibility for the actions of their contractors
  • Reviewer
    Location
    Darlington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    80% exit fees for left months
    I incurred an exit fee of £240 when I was moving.
    There was no broadband services available in new area so I needed to leave Virgin media. When I was signing there was nothing clearly stated that I will charged that much. Only later through third party websites I find out about possible fees.

    Very disapointing when go into contract and later find out that there will be such fees only when bill comes.
    Speed is great comparied to other providers. Unfortunately lacking of clearly stated fees in contract which outweights this pro.

    I tried to make a compaint through website to submit form but was not able with message "Sorry, there's nothing to see here"

    How it can be even allowed 80% fees paying for services you will not use.
    Been using different broadband providers in past and always left with good terms. Seems not this time.
  • Reviewer
    Location
    Mitcham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company is a scam! They had an outage and told me that if they couldn’t fix it, I could cancel my contract. For 27 days, they had a recording that apologised for the outage. On day 28, they took off that recording.

    On day 31, I asked to cancel and they had the nerve to tell me that I couldn’t cancel because I had only reported the issue twice instead of the times. The next agent told me that they had fixed the issue, which was a lie!

    They still won’t cancel my contract without penalty and have been taking money from my account.

    This issue has affect led my work and I can no longer work from home because their service doesn’t provide the connectivity that I need.

    Avoid them like the plague that they are.
  • Reviewer
    Location
    Milton Keynes
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    The standard of customer service that I have recently received from Virgin Media ranks among the worst experiences I have ever endured when dealing with any business. I made contact to arrange a home move, aware of the fact that there were likely to be complications as I would be staying with friends temporarily whilst between addresses.

    I was informed within this conversation that there was no mechanism within Virgin Media's contracts to pause in such an event, despite this being a very commonplace occurrence. As the contract could not be transferred to my temporary accommodation, I was informed that it would be terminated as soon as new residents commenced a contract at my previous address.

    As I had no desire to end this contract and had every intention of transferring it to my new permanent address or recommencing at the new address, I requested that the termination fee be waived. I was told bluntly that this was not an option and that no level of management would have the authority to waive the fee.

    I have spoken to multiple members of the home move and customer service team but have been unable to speak to a manager at any point. I was promised a call back from a manager at 9am the following day. This never materialised.

    When I called back to request the promised conversation with a manager, I was informed that a manager had tried to call at 9.40am. This was absolutely untrue. After multiple conversations with further members of customer service staff, I was informed that the aforementioned manager would try to call again and that another manager would ring me back within 72 hours.

    These calls have again not occurred one week later.

    My account has been terminated with no written notice, I found this out only because I logged into my online Virgin Media portal to find that my account had been closed. My Virgin Mobile account, which was directly associated with my Virgin Media account, stills works, but I have been given no information about the terms and conditions of this ongoing service.

    All in all, this has been an appalling experience as a customer, leaving me to pay a significant fee despite having actively sought to remain with Virgin Media. Almost all staff involved have been wilfully obstructive and management appears to be either deliberately evasive or extremely incompetent.

    Given the inept standards of service that I have received, I would never recommend that anyone ever uses Virgin Media's services for any purpose.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It is a joke when you're moving home, Virgin is not available there and they charge £200 for disconnection fee! Customer service is useless.
    Would not recommend Virgin to anyone, made a mistake by choosing them.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      2 stars
    Comments
    Customer service is rubbish. First of all. you can only chat through WhatsApp and they take ages to reply. Besides, they just basically ask you to wait for the issue to be fixed by itself! My hub has not been working properly for 2 months. All they are telling me is just to unplug and plug it back but can’t give me a replacement hub! It’s ridiculous!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    **READY TO READ WHAT HAPPENED?**

    Back in 20 August we stopped getting WiFi service in my flat. We called a number of times to get it checked, they did nothing. They sent a few engineers to check, and nothing. They sent their third-party construction company Kier to check cabling, only to find out there cables were torn and weirdly installed.

    Fast forward, almost two months later WITHOUT internet service. Dates kept getting pushed and pushed and calling customer service was pathetic; they did not know what to say or how to stall this problem. I wanted to escalate this terrible customer service and they said they were not allowed.

    Even third world countries (I should know because I am from one) offer better services and show MUCH better attention.

    **THINGS GOT WORSE!!!!!!!!!!***

    A month and a half after not getting services, we check the bill to see we need to pay more (GOD KNOWS WHY!??!) -- We called only to find out Virgin forced us into an 18-month contract without contacting us. We decided to terminate services, after they had given us false hopes. Of course, they did so in a blink of an eye so they don't have to deal with us.

    DO NOT EVER PAY FOR VIRGIN'S SERVICES. THEY ARE INCOMPETENT, INDIFFERENT, AND LAZY.

    Virgin if you are reading this, you can contact me all you want, I would LOVE to hear from you and see what is your excuse you left us close to two months without services.

    ZERO STARS
  • Reviewer
    Location
    Stourbridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Be warned! There is no customer service whatsoever! It seems to be the norm with most companies but Virgin are truly the worst to try and discuss/sort a problem. They've cut us off and advised us the new router is being sent to our new address in Slough?????? We have not once said we are moving as we're not!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    The service was ok although expensive but the worst part happened when I moved abroad at the end of 2019.
    Considering my account was in credit I was then due a check which Virgin states was sent, received and cashed but it was surely not cashed on my bank account.
    After dozens (literally) of phone calls (where I spent much more the amount I was due) just to find out what happened and who cashed it, Virgin is still refusing to support me during the process while stating "we launched an investigation and will let you know next week".
    2 years and nothing happened.
  • Reviewer
    Location
    Bromley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband cuts out every day and is no where near the advertised speed. I'm bored of spending hours of my life on the phone, half of it passing the same long winded security checks to then get no help with the terrible broadband service provided. I recommend you NEVER ever use Virgin Media. It is by far the worst provider I have ever dealt with, and they have the worst broadband despite their bold lies. If you are being locked in a contract with them and you want to leave early, check your consumer rights
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Overpriced, unreliable, slow, annoying and very disappointing service. Cannot be trusted to cover your daily needs. Only using it because of phone line limitations. Paying trough the roof for nothing. Avoid!!!
  • Reviewer
    Location
    Enfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst customer service ever, very rude and undertrained, massively overpriced, am looking for a new provider
  • Reviewer
    Location
    Sunderland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I am actually writing a review on customer service more than anything. I have just moved from Devon to Sunderland. The provider I had in Devon was not too good so I decided to go with Virgin Media as the previous owners had been with Virgin and it seemed the easiest option. My router arrived exactly when it was meant to but I could not find where the router was meant to be connected. I was sooo frustrated. I went online, was asked when I wanted an appointment for an engineer to visit. I requested same day. Two fantastic engineers arrived, Adam and Dave and fixed the problem. There wasn’t actually a problem it was me being blonde but the service was brilliant. Thanks VM.
  • Reviewer
    Location
    Cambridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Almost certainly the most dishonest, lying company I have ever dealt with in my life. We're paying for 213Mb/s and we can rarely get more than 5Mb/s, more than once it's dropped below 0.1. After they sent us the router it took 5 days to get any connection because they hadn't bothered to maintain their own infrastructure properly. The router has an effective range of about 5m, and if you want to get a booster so it'll actually cover the whole of your house, it costs you an extra £5 a month - that is, when the boosters are in stock, which they never are. All of their customer service is automated, so it's basically impossible to talk to a human being who could actually be of any use. They frequently lie about their services: if you download the app it promises to "optimise" the wifi for you to eliminate blackspots. This makes absolutely no difference to your actual connection, and yet they still claim to have improved it every single time. While they were trying to sign me up they promised I'd have access to an individual advisor, Daniel Gray, in case I had any problems. I have tried to ring Daniel Gray 5 times in the last week and have sent him 2 emails and he has never yet responded to me: apparently he only wants to talk to me if he can sell me something. Totally dishonest, nakedly greedy, transparently uninterested in the actual service they're providing so long as they can sign you up to pay them £35 a month.
  • Reviewer
    Location
    Kensington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One of the worst customer experiences I have ever had. I've ordered a "self-install kit" which came - 10 days late! - with a flaw (the power supply did not match the wifi hub). Despite not working, Virgin activated my account anyway and started charging me for broadband. I have spent more than 2 days on the phone with the customer service (more than 7 hours on the phone in total) and the best reply I got were that an engineer couldn't be booked until 2 weeks later. After much complaining, I was told an engineer would come the next morning, but no one showed up. I called Virgin again and was told that the engineer had contacted me twice (I have no missing calls on my phone). After this, I was told someone would contact me "within 1 hour". Three times. No one did... this went on for 3 days and I still don't have an up and running broadband service. Absolutely horrible experience. I'm obviously never using Virgin again, I have been completely disrespected as a customer.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I switched broadband last month. Had an engineer booked for Monday, but they said I could install myself. Received the package and can't install because we dont have a VM socket.

    I spent 1 1/2 hours on phone to 6 different people on Monday. They won't send anyone out until Friday, despite explaining to them I have to work from home and rely on broadband. Wasn't told I'd need a VM socket when signing up. No after sales support.

    Spoke to 5 different people today over 45 minutes and they all blame other departments, transfer you and you have to repeat the same things you told the previous person. Nobody takes responsibility, nor cares. Wouldn't even let me raise a complaint.

    Rang them back and cancelled due to their appalling service.
  • Reviewer
    Location
    Crawley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I have been with Virgin Broadband Media from nearly 1 and half years as in market its says..its a high speed internet provider..But i didn't feel as many time my speed was 10 MBPS while they are offering 200mbps. Customer Service Sucks, Nobody is helping.. I have to move my house as landlord sold the property and i have to pay for exit fee for the virgin Media contract. No one mention to me when they are selling to me the contract. I am ready to keep Virgin Media at my new property as i don't want to pay Exit fee (do not think because of service as its sucks) but they are not providing service where i moved and its my mistake that i am going out of contract as Virgin media saying.. So my suggestion do not go for Virgin Broadband, i never suggest to my friend after going through this type of pathetic service which not helping and understand their consumer. I have give 0 star to the customer service..Please Note
  • Reviewer
    Location
    Huddersfield Berry brow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The broadband is absolutely shocking, doesn’t connect around my whole house and disconnects everytime I go upstairs. Constantly tells me my password is incorrect and disconnects from my phones and iPads. Would not recommend 100% going back to sky
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely horrible customer experience. The services are good if it actually works but the moment you have an issue good luck getting anything done about it. My router blew a fuse and I had to wait for a replacement for a week and they wouldn't even honour the promise of 8£ off for every day you're left without Internet because apparently weekends don't count towards those days, so why should I be paying my bill for those days if I won't get any service or my downtime isn't important. Now I am having intermittent cut offs every now and then for the past 2 days and when I called was told I have to suffer through it for another 24 hours and monitor the connection, what an absolute joke, it's been like this for the last 2 days so I have done 48 hours of monitoring.
  • Reviewer
    Location
    Fitzrovia
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Internet connection (fiber) is really bad, it goes on and off and unfortunately in our case it is during weekend. The lights on the hub just blink for no reason and the internet will be off for hours. Then we checked and their website says everything is fine. We booked an engineer which is 5 days later ( the earliest). And the next day it will resolve by itself and the engineer doesnt have to come again. This thing happens almost every week. Ffs. Things are so annoying. Useless company. Avoid at all cost.
  • Reviewer
    Location
    Derby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Breathtaking incompetence and shockingly poor service. The installation date was booked and I waiting, standing, at the unfurnished property for 5 hours only to be informed by the driver that he was not in Derby but in Manchester. I had phoned twice to check on when he was coming to be told he was on the way. He had the right street name in the wrong city and part of the country. Need I say more? An hour of holding on the phone TJ try to speak with a supervisor and 15 minutes of being identified in the Philippines and still no joy for what is to be a £1,000 per year order. Shocking…
  • Reviewer
    Location
    Tadworth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    After last price rise from £27 to £52 then to £62, I decided to cancel the service and go with someone cheaper. Talk Talk offered me service for £23 per month. I cancelled Virgin contract and moved to Talk Talk. To my horror, their promised Fibre internet is a phone line! when I enquired following many calls, I was informed that the Fibre cable is only to the cabinet and connection is via land line! I tried to upgrade to full fibre 500 for £30 but after calling and waiting for hours....their customer service is appalling, they either redirect me to another operator that asks for all details again or hangs up. I came back to Virgin Media, within few minutes, everything was set up, new channels added free of charge, 2 new boxes order to replace old one and arranged for an engenderer to fix my land line. What an amazing service!
  • Reviewer
    Location
    West London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Can’t wait to the end of the contract and leave VM, broadband constantly down and the agents make false promises. What a terrible company. The network is so old and lacks maintenance so the broadband is consistently slow and goes down regularly and the support centre staff area always blaming each other within the company.
  • Reviewer
    Location
    CHEADLE
    Reviewing
    Virgin Media
    Date
    Comments
    save your money and stay away from this company. so slow internet
  • Reviewer
    Location
    Alsager
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    In summary, terrible customer service. We needed to move house to an area that virgin media do not offer coverage. I therefore after 10years of being a virgin media customer needed to terminate my contract. Virgin media rewarded my 10 years loyalty with a £250 contract cancellation penalty. I wrote and phoned virgin media customer service to try and resolve They ignored me and I now have a debt collection agency chasing me. Very poor customer service. I will never buy a Virgin product again
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I'd rather shoot myself than use this company's services myself. Everything was okay up until the point where we needed to cancel. Booked an appointment after moving and explicitly told them my address and phone number. Their people went to the wrong address, didn't call, and I found out that the customer service person didn't even update my address or phone details during the previous call. I was then told they updated both of these and that they booked a new appointment. Sike, they didn't A few days later I received an email that they're charging me 40 quid for the unreturned kit THAT THEY THEMSELVES FAILED TO PICK UP. I called them up, and they told me that they cannot guarantee pickup even when its booked. SO WHY HAVE A SERVICE LIKE THAT THEN? They also said they cant track which collector does which appointment so no liability for any of them, and I am left with a 40 quid charge which is after I gave them the whole loadout of information 3 TIMES. Insane, I'd probably rather go without any internet than to go with VM
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Virgin has got to be one of the worst internet providers in UK or the world. They have failed to create my online account, they have mispelt my name and I wasn't able to access my account for the first 6 months. The only way to complain about that, and the internet that kept disconnecting throughout the day was through an online account which I didn't have access to. I have contacted them 10's of times and wasted many many hours trying to get access to my own account that I was paying for :). A year has passed I have cancelled at the end of my initial contract, they have sent me several letters saying that they will be deducting several ten's of pounds from my account if I don't send them the equipment back. At the same time I had their engineers text me saying they will do a pick-up from 9 am to 7 PM, for 3 days in a week and no one showed up. I had to re-arrange my day and miss some work because of it and when I called them to confront them about the mess that is their operations, I asked what kind of compensation I could get for my lost time, as I would assume if their engineer was the one waiting for 3 days I would've gotten quite a generous bill. I have been placed on hold for 10 minutes and then they hanged up. :):):).

    THE ABSOLUTE WORST PROVIDER I HAVE EVER EXPERIENCED - CUSTOMER SERVICE IS JUST A WORD IN THAT ORGANISATION, ITS ACTUALLY ONLY THE CUSTOMER THAT IS SERVICING THEM, THEY ARE INCOMPETENT, TAKE NO OWNERSHIP OF THEIR MESSUPS AND ARE JUST TO BE AVOIDED - PLEASE LISTEN UP!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Worst company ever. Avoid, they don’t care about you just ££££. The only good thing is internet speed.
  • Reviewer
    Location
    Canterbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Honestly, just the most awful company I have ever dealt with in my 30 years in business.

    Failed to deliver the product promised. When I enquired as to why they then failed to pursue what went wrong. The personnel who made the initial sale ignored all my subsequent (and let me stress POLITE) enquiries by phone and email for an update.
    After 4 weeks waiting for a device that I was promised within 2 working days, I made an official complaint. Was promised an immediate response and 'escalation'. The complaints department then totally ignored all my subsequent requests for an update. It is now 7 weeks later, no device delivered and I have heard absolutely nothing. Now given up on them.

    I am just incapable of saying more that can be printed about just how dreadful they are.

    Where do you go to complain about a complaints department that does nothing and does not respond or process your totally reasonable and legitimate complaint (we had a customer waiting for the device) ?

    Based on my experience, do not touch this company. They are totally incompetent and clearly they don't care at all.

    Totally and utterly useless.
  • Reviewer
    Location
    Alsager
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    We needed to move house to an area that virgin media do not offer coverage. I therefore after 10years of being a virgin media customer needed to terminate my contract. Virgin media rewarded my 10 years loyalty with a £250 penalty. I wrote and phoned virgin media customer service. They ignored me and I now have a debt collection agency chasing me. Very poor customer service.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Virgin broadband has been the single worst customer experience of my life. Ever since it was installed the connection has been intermittent - disconnecting about 5-10 times per day. This makes it impossible to work from home. I have spent countless hours on the phone to their technical team and every time they just the same thing - tell me to reset my router (which I've done over 10 times), move closer to my router (has no impact) etc. They then run automated tests and tell me there's no problem, as if somehow I'm imagining it.

    Then when I went to cancel my connection they told me it would cost £240. I asked them what they would need in order to waive the fee, and a lady told me I would have to ring the technical team and get an engineer to visit and be unable to resolve the fault within 30 days. I then asked her why the technical team hadn't sent an engineer on one of my last 4 calls and she told me I didn't meet the criteria. You couldn't make it up. Kafka-esque doesn't even begin to describe it...

    They're the worst reviewed broadband provider for a reason and I wish I'd read up on them more before starting our package. Avoid at all costs - as if anything goes wrong their customer service system is just completely impeneterable.
  • Reviewer
    Location
    Penwortham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Start price at £25 was reasonable for 100Mbps speed, basic TV Freeview channels, telephone which I didn’t need as I had a VOIP phone.

    On renewal of the contract the price went to over £52 more than double the introductory offer.

    I have therefore returned to Talk Talk 100Mbps 2 year initial contract. No doubt the price of this will rise on completion of the initial contract. When I will have to change ISP again. To me keep changing due to exorbitant price increases is false economy. 3 customers in our neighbourhood have already dropped Virgin in the past 18 months another is about to drop sky because of exorbitant increases.
  • Reviewer
    Location
    Mansfield
    Reviewing
    Virgin Media
    Date
    Comments
    Don't use. Confirmed my installation date several times over two weeks then decided 4days before installation to postpone for two months. After complaining they offered me a free dongle for the two months which since my current supplier had be cancelled meant at least I would have WiFi access. However I was then told when contacted the following day that I had failed the credit check for a dongle which they were giving me for free, even though I passed the credit check for the broadband they were going to charge me for. On complaining yet again suddenly on the day before original instalation date I got told that the work needed that had caused the postponement was too costly and the I stallation was being cancelled. I then received an email from my current supplier saying that they had been contacted by virgi media to say that they were taking over our supply so my current supplier would no longer be supplying our broadband leaving us totally disconnected
  • Reviewer
    Location
    Bushey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Glad to finally be able to get rid of it. Customer care is rubbish. They do not listen to the customer and dont care but are very eager to take you our money and give fines on top of it. Better off without

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