Virgin Media Broadband Reviews

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

Recent Customer Ratings for Virgin Media

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

Based on 844 customer ratings since 2023-07-20 (Show all time ratings)

Visit Virgin Media   Read our Virgin Media buyers guide

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

4,708 Customer Reviews over 118 pages

  • Reviewer
    Location
    Portishead
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    The Internet itself was fine most of the time but nowhere near the advertised speed or the speed the technician showed me with installation.

    The new broadband technician said the virgin media installation at the exterior was shocking and that they removed some of our home insulation without replacing it or informing us of it.

    The bill went up from 35 to 100 after the 18 month contract ended and you are forced to give 30 days notice so now I have to pay that amount a second time before I can leave.

    They added a TV package that I never used, so I asked for a refund and cited the appropriate laws like the consumer rights act, and this was ignored.

    Trying to cancel was a very bad experience. I had to verify myself 5 times, because I kept getting disconnected. The agents seem to drop your query almost at will and then you have to start all over again. The process for cancelling is awful. I probably won't consider virgin media again for a good 20 years or so.

    Stay away.
  • Reviewer
    Location
    SW14
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Due to price hike £29 to £63 I asked to reduce speed and price. They offered a higher speed at the same price or a lower speed at a higher price. The keep trying to sell you speeds that are not necessary. Takes ages to speak to a person who is following a script rather than listening to your questions. Awful customer service.
  • Reviewer
    Location
    Leeds 15
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Arranged to get broadband fibre installed at my home. Booked on 4th June to have installed on the 24th June.
    The external cable from the telegraph pole was connected around the 6th June. As the cable was running over the corner of a roof tile I contacted virgin. A engineer came out on the 19th June he was dismayed at how it had been done and said it would eventually fail.
    On the morning of Sunday 23rd June I received a call from virgin to confirm my engineer would be calling the following day Monday 24th between 8 and 1 to see if someone would be at home I confirmed that I had taken a day off work to be available.
    I asked when the issue with cable would be resolved, the virgin customer service rep put me on hold coming back a few minutes later and said that due to the cable issue they were rescheduling the internal connection I tried to explain that was not needed to be done prior to the internal work and had cancelled the install due the next day and would reschedule.
    I tried to talk to the virgin rep but she didn’t understand what I was trying to explain and hung up.
    I received a text message moments later with a new fit date over a week later.

    I phoned the call centre moments later to try rectify the issue with absolutely no success or help.
    This is my first dealing with the Virgin brand and my experience is probably the worst customer service I have ever received. We have cancelled our broad band contract with virgin. We did not recrive a retention phone call??
    Stay well clear of the brand. If i could submit this form with no STARS i would
  • Reviewer
    Location
    Leicestershire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dear Virgin Media Customer Service,

    I am writing to express my dissatisfaction with the service I have received following a power outage in my area on Saturday, June 15th. My Virgin Media router was damaged as a result of the power surge, and I have been without internet access since then.

    Despite numerous phone calls to customer service, I have been unable to get the issue resolved. Appointments with technicians have been repeatedly canceled, and I have received conflicting information from different representatives.

    I understand that this may be a larger problem in the area, but I am frustrated that other internet providers were able to resolve similar issues for their customers on the same day. I work from home and rely on the internet for my livelihood, and this prolonged outage is causing significant disruption to my work and personal life.

    I am disappointed with the lack of urgency and effectiveness in resolving this issue. I would appreciate it if you could escalate my case and ensure that a technician is sent to my home as soon as possible to assess the damage and restore my internet service.

    Thank you for your attention to this matter.

    Sincerely,

    Farrah
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unfortunately unable to put minus 5 stars.. The biggest mistake I did and sign up with them, stay away at any cost..The bill is always wrong, every month calling them around 7-8times to get it sorted and fixed only to get same issues over next month and its now been 5 months. Their complaint department and customer services doesn't understand anything and all they do is escalating the issue after that telling you they tried to call but couldn't reach you so closing case and you are going same circle over and over.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Unfortunately unable to put minus 5 stars.. The biggest mistake I did and sign up with them, stay away at any cost..The bill is always wrong, every month calling them around 7-8times to get it sorted and fixed only to get same issues over next month and its now been 5 months. Their complaint department and customer services doesn't understand anything and all they do is escalating the issue after that telling you they tried to call but couldn't reach you so closing case and you are going same circle over and over.
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Comments
    Rated 1 out of 5 stars
    Avoid !!!!!
    Terrible customer service. Weird giggling agent telling me to find a boyfriend to help me pay my £63!!! Bill! Going round in circles. Wanted to cancel as was end of contract but she stuck a whole other contact on. Scammers tbh . Stressed right out .
  • Reviewer
    Location
    Enfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I had to cancel my services today because I am moving homes and where I am going my friends already have a connected active virgin media account. The company is trying to charge me £500 something for services until the end of my contact, as I ''do no wish to move my services to my new address''. Clearly the case is that I am unable to move my services, not that I do not wish to do so. Do I tell my friend to cancel his services so I can bring my ones over? This is ridiculous. The company is causing me stress and demanding for money I do not have - hence why I am moving out from my current home. How can you try to charge me for services I will not be using and cannot move with me? This company has no regard for customers and their situations- I will not be using them in the future.
  • Reviewer
    Location
    north east
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Issues with connectivity and speed ever since I switched to them a few months ago. Had 2 engineers out, had modem changed but issues persist. Booked 3rd engineer who never showed. Ofcom require automatic compensation for missed engineer appointments but Virgin denied culpability. Tried to end contract but Virgin said I would need to pay £320 early termination fee even though they have broken their own contract by failing to supply the required services set out in their contract.
    The absolute worst internet provider I've ever come across and wish I'd just stayed with my last provider.
  • Reviewer
    Location
    Wimbledon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    They charge me £77 for the package that is advertised for £40 on their site. Contract has long expired, yet they refuse to renew the contract at £40. Even after to wrote to the Virgin Media CEO Lutz Schueler, he passed the message to complaints, and they never reply. Atrocious service. Don't even think of joining them and run at first opportunity.
  • Reviewer
    Location
    Garden
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Utter rubbish I am sat in my garden 12 ft away from the box so to speak and never knew Queen bohemian rhapsody was 86 minutes long!!.
    It cuts out starts again, cits out starts again, cuts out starts again and repeats for that time frame, remember Norman Collier if you are old enough just like him.
    Thought Sky was bad this is far worse.
    You would be better throwing money out the window than have this poor performance.
    Avoid Virgin.
  • Reviewer
    Location
    Manchesfer
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Worst ever, do not even think of using them
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I'm adding this review to as many sites as I can, I have decided to do as many sites as attempts I had to make to cancel my Virgin Media despite being out of contract.

    So expensive! Always increasing the bills. Much cheaper elsewhere. Customer service awful. Took five calls and many Web chats to finally get cancelled. DO NOT BOTHER

    EDIT: even after the 5th call we were sent ANOTHER contact to sign. Their cancellation centre is clearly up to something dodgy! I then tried to cancel on the web chat, was on the web chat for over an hour (remember I am out of contract), waiting and waiting while they make more promises that they are cancelling my contract. Assurances that its all done and an email will be with me within 48 hours. Guess what...

    Email never comes! I ask for transcript of webchat (which you are given the option of in an email). Guess what...

    The transcript never comes. I try again on the web chat exactly the same promises. They started by saying that they had no record of my cancellation. Luckily I took screen grabs of the first web chat as I just knew they were being dodgy. Then they did manage to find a record, after about another hour qnd refusing to leave the web chat until the email is sent (remember that I am out of contract) it finally arrives. Guess what...

    The 30 day notice started on that date! So clearly there had never been a cancellation process started! Asked for a transcript. Guess what...

    Transcript never came! Their customer services have clearly been out sourced to an unscrupulous, sales company who are lying and playing dirty tricks to make it difficult for you to cancel. I have made a data access request for all of the transcripts and recordings of calls. I have put in a customer service and a staff conduct complaint and intend to bundle all of the information up to make a complaint to Ofcom. Something needs to be done about this.
  • Reviewer
    Location
    Essex
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Virgin review

    Broadband package deal came to an end so contacted customer service and spoke to Khutso (who was not helpful at all) 30 days prior to give my 30 days notice to cancel (as that’s what they require). I asked for an email address just to be told “virgin media does not have a email address” so cannot contact them that way to confirm in writing that I wanted to cancel. Received email confirmation on the same day (22nd April) of the cancellation and information regarding returning their kit. I contacted on 29th April just to confirm the cancellation however they kept cutting me off so I believed as I had the confirmation email, everything was processed! Today is the last day of the contract and still not received the return kit package so I contacted customer service just to be told that my cancellation had not been processed and I needed to give another 30 days notice! I was on the phone for a total of 45 minutes today just to be put on hold for the majority of that as they are “processing the cancellation”. I was then transferred to another team who didn’t answer the phone to speak to me. They just left me on mute and then eventually hung up on me! I tried to contact them back again but it kept cutting me off! How many times do I need to keep calling to speak to someone to get confirmation of cancellation!? Absolutely fed up and disgusted with the way I have been treated and quite clear they don’t like people to cancel because they don’t want to loose money so they just avoid speaking to them and hang up to make it more stressful for us! Absolutely disgusting customer service. I was going to take out another package deal once I had my new fixed address however after the stress of this, I absolutely will not be using virgin media again and certainly DO NOT RECOMMEND USING THEM!!
  • Reviewer
    Location
    Lanarkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Recent change to virgin- internet spasmodic and unreliable- keeps turning off and I have to reset- AND it has never worked upstairs….. I’ve been provided with 2 pods and Virgin won’t supply the third pod we need (why??).
    Waited for 4 hours today for an engineer we arranged two days ago to find out THEY cancelled without notifying us, despite no resolution to our problem- shockingly poor service. So no reliable internet for weeks now….
    Virgins response- engineer in 3 days time (unless they cancel and don’t tell us) some customer service eh???
  • Reviewer
    Location
    Peterborough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Absolutely bad customer service and absolutely shocking contract. So my experience with the Virgin media business was very sad, they haven't contacted me before the end of contract and haven't contacted me after the contract ended, thought it's the law now, but they dont care. But when it came to me telling them Im leaving because my contract has ended a while now, they tried to keep me for 90 days ( which they said its the disconnection notice) which was noted in the contract, so they wanted me to uphold my part of the deal but they didn't care on upholding their part. After heated discussion with complaint department, they backed down and made me stay for 30 days... Now another disappointment with them was when they finally closed my account i was due 36£ but because they closed before refunding me they told me they cant give it back to me... So there you go Virgin media business is absolutely shocking business that doesn't care about the law their customers and steal their money in the end. Good luck to anyone that does business with them....
  • Reviewer
    Location
    Cambridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Horrendous company. Just trying to move house, they offer no service in that area and want to charge me a calcellation fee when they know you cant. Charge me a month for 8 days service. Wont close you account for weeks after and want to charge you for it. Was told by customer service agents doesnt matter who calls you back you will still be treated the same, STAY AWAY FROM THEM. Even when you follow their process they charge you and then you will have to chase them for refunds. Hours on the phone, no questions answered difficult to understand operatives and will do anything to keep your money and keep you in contract at a property you dont even live in. Months of stress ahead now and also time to report to regulator.
  • Reviewer
    Location
    West london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    disgusting company that should be investigated.
    Loyal customer for many years, thousands of pounds paid, but I found out how much of a scam company they are when I had to move house trying to cancel because virgin media are not in the new area where I'm relocating was an absolute nightmare going through WhatsApp messages speaking to people for hours being cut off being put on hold past around this went on for months. Then I was promised everything is cancelled and then I get a letter chasing me for money debt collectors pay that off then another letter comes again six months later. Absolute joke, very stressful. My credit score went from 900 points down to 480 and now I've got that on my credit report for six years, a default with missed payments disgusting company that should be investigated.
  • Reviewer
    Location
    Maidstone
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I would not recommend Virgin Media to anyone! Their customer service is absolutely awful. It took 2 months to solve an issue that caused. I have wasted time and money just to be told lie after lie after lie. They are completely unreliable and not trustworthy.
  • Reviewer
    Location
    Ruislip
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Extremely difficult to speak to a person obviously designed to put off only the most persistent caller. Expensive and it appears Virgin expects you to complain about rising charges and will reduce them by a small margin quite willingly, only for the reduction to be whittled away in the next price rise.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband price rises from £28 to £69. Call virgin media customer service, passed over 4 times and waiting for over an hour, the agent just hanged up and refused to cancel
  • Reviewer
    Location
    Suffolk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly do not even think about using this unreliable poor customer service provider you will regret it
  • Reviewer
    Location
    Summerseat
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dreadful, after poor installation the whole lot stopped working and I was without internet andtv for 3 weeks. Very amature installation with exposed cables outside and a protective cover that was hanging off. Nobody was willing to come and look at the mess, the customer service is by far the worst experience I’ve ever had, they could not care less and resolved nothing, nasty company, AVOID
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Constant service cuts of over 24 hours with no previous warning. Completely unreliable, had to pay for a second Internet connection as it was not possible to use this one. Avoid at all costs.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid Virgin at all costs. They charge exorbitant fees to cancel the contract, but also charge ridiculous fees to do anything in general. We upgraded our broadband to the most costly package because our wifi was working so poorly. The upgrade didn’t help and customer service was not helpful whatsoever in trying to rectify the issue. They made us go through the whole process of using their app to assess the broadband in each room. The app showed the quality of our broadband was poor in more than half the rooms, yet we still didn’t qualify for wifi extenders to be installed. When we inquired further, we were told they could send an engineer, but if they “decided” nothing was wrong, they would charge us £25 for the visit. Absolutely ridiculous, don’t waste your money!
  • Reviewer
    Location
    Heartfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    It isn't obvious but Virgin line quality is shockingly bad. Most of the time browser caches and video buffering will hide the line drop outs. Poor line quality is hell for VPNs required for working from home. Spending fifteen minutes waiting and wondering what is happening while the router resyncs and trying to work is frustrating. Also the DNS servers occasionally go offline which makes using the internet next to impossible, but you ARE still connected confusing support staff. And Virgin won't mention this.

    Our Tech Support Staff echo the comments about Virgin being the worst broadband supplier. DON'T use Virgin for working from home.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Tempted by low prices and promise of fast speeds, I am now trapped in a hell of no or intermittent service, and non-existent technical and billing support. My broadband has been out completely for days on end, and also intermittently cutting out for over four weeks. Virgin neither warns, apologises, nor compensates us. I’ve had to conduct important meetings from my phone sitting on a wall outside the house.

    When I have tried to contact them I get obsequious apologies and absolutely zero help. I submitted a complaint; they responded that “we just checked your service and it’s fine, we are closing this complaint” - even though their records should show that engineers and subcontractors had been sent to our road every day for two weeks! Oh and I got an email announcing an 8% price rise after another weekend with zero service.

    In despair after an online presentation and online PhD examination had to be cancelled because of unplanned outages, I tried to cancel my contract. Was told I owed £200 in penalties for early cancellation. I refused to pay so much money for such a faulty product. They said, call 150 and speak to the technical team, maybe they can waive the extra fees. I can’t call 150 because my landline is out. So I call the costly number from my mobile and try to get through to technical support and get a recorded message - “there’s a fault in your area” - then bumped straight back to the main menu.

    It’s impossible to speak to a human or get hold of anyone who will take responsibility or can help us. I have lost huge amounts of time and am going mad with stress and frustration. The worst consumer experience I’ve ever had, and it has been the same for every Virgin customer in my road - all of whom are switching at the first opportunity. If my suffering helps one other person to avoid this horrible catastrophe of a country, that would make me feel a bit better. The regulators should shut them down; they should go bankrupt.

    Going to try to post this now before the broadband goes down again
  • Reviewer
    Location
    Staffs
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I gave the engineer freedom to put the router in the best place and explained we'd had problems before with Wi-Fi reaching all areas of the house. He assured me their hub was the best on the market, with super strong reach and great connection speeds but that if we did struggle then Virgin would supply us with a free mesh pod to help. That was not true. The reach is worse than it was before and they want me to pay an extra £96 a year to improve it with their pod. When I asked to put a complaint in, I was told I'd get an email in response. I was not told the agent had closed it himself and marked it resolved without any such agreement with me. We've been a customer less than a week and I'm now trying to decide whether to use the 14 day cooling off period to go elsewhere or to stick with it and go to the Ombudsman. It's disgusting how poor the service has been and how bad the connection is.
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    If you have a stable connection and all is working as it should there is no issue. I was happy for a long time. However when I tried to leave it all went wrong.
    We are moving abroad so we had no choice but to cancel. As we knew we were leaving we let our contract expire, knowing Virgin did not operate in the country we are moving to ( thankfully!)
    I gave 30 days notice as per my contract and told virgin we had sold our house and the sale was completing on 24th April. We were told it was fine and our purchasers then applied to move their services to the new address on 24th April. I have emails for both transactions. On Monday we woke to find all our services disconnected and this week I have tried to get them reinstated. It has been an absolute nightmare. Lies, broken promises, breach of contract aside there is absolutely no way to get my services back and the best they can odder by way of compensation IS THAT THEY WONT CHARGE US FOR THE REST OF OUR CONTRACT ( for services we have not had!!!)
    Like many I am left wondering how their customer services have been allowed to get this bad.
    Oversees call centres and limited access to systems aside I cannot believe they can cancel services with no notice, without redress to their own contract and just shrug and say tough when all I want is for them to honour their own contractual obligations.
    This is a company to avoid. All the major customer review sites have them just above a 1. The only reason for that is you cannot score them as 0
    AVOID AVOID AVOID
  • Reviewer
    Location
    Blackburn
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    Absolutely shocking customer service and contract.

    You should seriously consider before signing a contract with Virgin Media since the price IS NOT fixed. Unless you're happy to pay for more than what you've contracted for, go for it.

    Also, their customer support is absolutely shocking. Cheap outsourced Indian call centre who read off a script.

    Virgin Media simply doesn't have the reputation it used to have
  • Reviewer
    Location
    Stanley, Co Durham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I agreed in January to start in April but they wanted to start service in February and had an installation date of 24th Feb. So I cancelled immediately wrote to webservices, and rang customer services it was acknowldeged and so they did not turn up on the 24th Feb. I thought that was the end of it, but I was on holiday in March and webcam picked up workmen installng Virgin box to my property on the 12th March, without my knowledge or agreement atall. Infact I rang the police as I did not know it was Virgin at first. They confirmed on the phone that I had cancelled, and I wrote a formal letter of complaint as the Police stated it was trespass and 'criminal damage' to my property as they had drilled in to my brickwork. I have never redeived the Hub pack, router or anything else so no service, but today O2 rang me saying they wanted to give me a SIM to start my broadband service with Virgin and he insisted I was with them now. I told him that no permission had been given no notification at all to install equipment on my property was given to me and that I considered this to be ongoing aerial trespass and was seeking damages now. I asked him to feed that back. They are impossible to contact, leave you ages on the phone and pass you to other departments where you get cut off. Absolutely terrible I shall never recommend this company now.
  • Reviewer
    Location
    Stourbridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Would give zero stars if it was possible. Absolutely shocking!! What has happened to virgin media?? Awful awful company. Shocking service in relation to the TV and broadband but also their customer service. Rude, constantly being cut off, being talked over trying to offer new packages instead of listening to the body of the actual complaint!! Will NEVER use virgin again. Hopefully the new companies on the block currently out rolling i.e BRSK who offer 1gb download speed will give us back the choice as virgin were the only ones to be able to offer these quicker speeds.
    Avoid Virgin at all costs.....we had constant outages the online account was ridiculously difficult to try and find the link/button to log the complaint in order for them to acknowledge it even tho they email us to notify us that there is an outage or problem in the area. STAY AWAY FROM VIRGIN MEDIA it's really that simple.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Scammers. I rang to cancel 2 weeks ago (beginning of March). They've sent me a full bill for the whole month of April. They have a 30 day cancellation policy. It takes ages sorting things out on the live chat and yesterday evening didn't get any help at all. Furthermore, I was poorly when my contract ended and have been charged an extortionate amount since. AVoid avoid avoid.
  • Reviewer
    Location
    Walsall
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful and crooked company! Tried to charge me extra even after cancellation. 221.01!!! No help for loyal customers.
  • Reviewer
    Location
    Derbyshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with Virgin for some time and everything was OK.
    In the past 2 months that has changed. The broadband speed is daily below 120kbps!
    I have complained several times. They keep suggesting it is due to my house position, wall, floors etc. However I explain the house has been here since before 1900, I am in the same room as the virgin hub and there has been no new buildings erected anywhere near me. I have explained this to their customer services several times. They won't give me a new hub and they simply insist I wait 24hrs, while they say they will fix the speed.
    Sometimes they do seem to fix it, but it goes back to under 120kbps within a few days to a week.
    They are not honouring the contract they set up with me and simply cause frustration and insult by repeating questions which suggest I have changed the location of my hub.
    Remember this is not a satellite service. This is fibre optic.
    I am within 10 feet of their hub, have visual contact with it and there are no walls or doors between my device and it.
    Also, I am only running 2 devices. My cellphone and Amazon fire!
    Abysmal
    Virgin, fix this or give me my money back.
    A totally disgusted customer.
  • Reviewer
    Location
    Hyde, cheshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible company!
    Poor speeds
    Intermittent service constantly dropping out
    30 day cancellation policy meaning they make you pay after you’ve cancelled!
    Terrible customer service.

    Avoid at all costs!
  • Reviewer
    Location
    Swansea
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Overcharged

    Recently moved home and took virgin media with me from previous home. Since then charges have been coming every month with my bill and Virgin media don't seem able to explain why.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Do not recommend using them !!!
    Can you imagine, in autumn I have signed 18-month contract with fix monthly charge and guess what - 4 month later they are increasing prices and you got no right to cancel it even you cannot afford to pay new price!
    Please run as far as possible from them as you can get much cheaper broadband and with proper contracts that got no surprises!
  • Reviewer
    Location
    Solihull, United Kingdon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I wish I could have given zero starts to the customer retention policies. All deals are for new customers only. For loyal customers who have been with the company for longer years, it is nearly double the price for the same package. Ridiculous !!! Doesn't UK consumer rights not applicable for customer retention ?
  • Reviewer
    Location
    Salford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Horrible customer service. If you don’t watch what you order they will add more money to your service. They pass you from person to person very horrible. Customer service would never recommend them

The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.