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 7815 customer ratings since 2020-04-22 (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.

3,755 Customer Reviews over 94 pages

  • Reviewer
    Location
    Leyton E10
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    This company is all about draining your money. Worst customer service I have ever received plus it didnt even get resolved.
    Customer service people dont care what your problem is and I think they are only told to keep it straight (dont help just get rid of the customer off the phone) technique. No matter how much you try to explain them they will give you the same answer.

    I complained and asked to speak to a manager and was told that the manager had declined to speak and the only option was to lodge a complain and wait for theie answer within 48 hours which never happens. And when you call again that no one called me in 48 hours, then again same answer (lodge a complain and this time someone will get back to you by 48hours). Which again didnt happen and you end up calling again.

    Then I raised a complaint via a 3rd party who were able to get me some compensation based on my experience. I recommend everyone do this. (I hope you guys can get to end of this but I couldnt). I phoned up to complain and asked to cancel my contract and was told it would cost me more than my actual contract costs me to disconnect! Which is again shocking (Hence, my first comment that this company is all about draining your money).

    BE CAREFULL GUYS before joining this ****** company and most importantly if you dont want to have headache and loose money for nothing.

    Their customer service is the worst you will ever experience.

    Virgin Customer
  • Reviewer
    Location
    Maidstone Kent
    Reviewing
    Virgin Media
    Date
    Comments
    AVOID! AVOID AVOID!!!!!!!! I had a contract with Virgin Media that ended in February. I told them I was leaving and they said they're charging me a disconnection fee of £246. Ridiculous!!!!
  • Reviewer
    Location
    brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ablouute terrible, we had problems with our broadband and they kept blaming us saying it was our end after 2 weeks of complaining they finally send someone out to put a new box in and yet it still dose not work they have no solutions and simply said you need to check the wires , no help what so ever. what's the point in me paying out nearly 100 a month for something that doesn't work just a rip of to be honest
  • Reviewer
    Location
    Cardiff
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The absolute worst. My house move was meant to be so smooth, when we arrived, my account no longer existed, waited for a completely new setup. after a week, the setup was done, the bandwidth fell to 1.5 meg the next few days. They refused to send an engineer, the system does not allow it. Instead they would monitor for 30 days (keep in mind my package was 350, and I got 200 easily on day one). I spent at least 9 hours on phone tests, cut offs, complaints etc. Then trying to cancel, so far 3 hours, when I talk to someone, I get cut off half way through or sent to engineers to do tests again, THEY WONT EVEN LET ME GO. please please never go through this, just use anyone but them.
    Update: now leaving them, praying they cut the service as per their email confirmation. Also reading around, they have major bandwidth problem all around the U.K. ( speed below 2 meg )
  • Reviewer
    Location
    Gorleston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Poor, poor customer service. Virtually non existent. Chase around for days on end. Might as well talk to a brick wall.
    Only positive is the internet works. Regret going back to them. I've been waiting for over a month to be able to view my online account. Still unsuccessful in providing me the basics, but happy for me to spend hours on the phone over numerous days and still not able to resolve the issue.
    If I could give a minus customer service score they would truly deserve it.
    Avoid like the plague, but if you are one of the lucky ones then you might get a cheap reliable service
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid Avoid! I have been on a rolling contract after my one year contract had expired. The connections constantly keeps on dropping. Eventually I decided to leave them. I gave them a 30 day notice on the 10th of March. Had a retaining call to keep me on the 12th offering me an upgrade as a trial which would not interfere with my termination date. And now they are denying that I terminated my contract giving a 30 period days notice even though they had called me to retain me. So they are expecting me to pay for yet another 30 period days notice. Customer service is rude, aggressive and even hanged up on me, even though i kept myself composed and well mannered. One and never again!
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Terrible Customer Service Chatbox and compledt transfers of inter functions to reach the right team and even get a solution. Absolute waste of Customers time. 2 minute solutions takes 2 hours to get an answer. Absolutely Pathetic technology adoption. Good old way of speaking would have been far far efficient.
  • Reviewer
    Location
    York
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor service and appaling customer service. Worst Company ever.

    If I could give Virgin Media minus five, I would.
  • Reviewer
    Location
    Winchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Horrendous company to deal with. First contact on 14th March with a fault on my 6 year old tivo box. Was told they would send me a new 360 tv box. Here we are a month later. 9 phone calls totalling over 4 hours, 1 engineer appointment that I took a day off work for and nobody turned up( after I confirmed the appointment the day before with another phone call). Another hour phone call today where I was told due to covid they can't post me out a replacement box and this won't be possible till after covid is over! Even though all over their website it advertises self install and equipment can be posted out to new customers. A company that only cares about new customers and making money. Also refused to refund me for the services I have been unable to use, just the offer of a possible good will gesture once this is all resolved, bare in mind the resolution date I was given was "after covid". STAY AWAY FROM VIRGIN MEDIA
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    About to become an ex-Virgin Media broadband customer.

    Two reasons for this. First, several months of repeatedly very poor quality connections, with connections frequently dropping.

    Second, poor customer service in response to these problems. That included discovering that their online fault checker will sometimes wrongly claim that there is no known fault with a connection even though if you ring them up, they will say there is a known fault.

    Very poor to have an online checker that misleads customers in this way, especially as there's no warning text with it telling people that there may be faults it doesn't know about.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Great broadband, shame that the moment anything goes wrong you're completely on your own.

    How is it that within minutes of me checking out someone is on the phone with me, ready to talk me through the order process but the moment I commit to the contract I can't reach anyone from customer support? Guess you know where their priorities are.

    We have been with Virgin five months now and I haven't been able to register for an online account because of a technical fault. I've called multiple times and each time I'm told someone from the tech team will get back to me within a week. Haven't heard from anyone. Utter rubbish, I can't view my bills or self serve any of my issues, It's a real pain.

    Will not be renewing our contract.
  • Reviewer
    Location
    manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst experience of all time!
    On a slightly humorous scale of -1 to -10, I experienced a number of issues, scored as follows:

    -1. They took down the wrong email address ( as they couldn't spell)

    -2. They have no system in place to inform them they have the wrong email address, bearing in mind they're meant to be a digital media company !!!!!!

    -3. They don't have a record of our initial conversation to confirm what was and was not agreed!!!

    -4. The chap who installed the broadband couldn't write, so I didn't have a copy of my account number needed for access if you they don't have your correct email address on record!!!!

    - 5 The installation engineer didn't write the area code (also needed for access without correct said email).

    -6 Broadband speed was no faster than BT.

    -7 They didn't respond to my emails in writing , they wanted to call me about it, this is difficult as I can only answer the phone at specific times.

    -9 (THIS ONE COUNTS DOUBLE) To settle my final bill they wanted to take a final payment then issue a refund by ..........A CHEQUE!!!!!!!!! (digital company- what a joke).

    The only good news is I cancelled my direct debit and insisted upon sending them a cheque for the outstanding balance, at the happy expense of a stamp. HEEE HEEE HEEE ..... every cloud a silver lining!!!!!!
  • Reviewer
    Location
    Lurgan
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    100mb fibre. Poor experience from the very start. Install was rough as could be, no common sense used. External box placed in a terrible location with terrible white cable running along a red brick house when there was no need if any thought was used to position the box.

    Learned at this stage customer service is close to impossible to get. When I eventually got through and got the installer to come back out to rectify the brutal effort he tramped dirt all over the carpet.

    On the broadband itself, drops out and requires a restart fairly regularly. Wifi range is poor and has got worse over time too.

    Setting up an online account is fun too, doesn't work without having to contact them by phone, which is nearly impossible as mentioned before.

    Would not recommend.
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Customer Service
      1 star
    Comments
    Called Virgin to enquire about a booster was waiting 20 mins and could not get an answer.
    Then tried online chat so far have been waiting for 40mins and counting just to order a booster because signal is poor in some rooms in house.
    Appalling customer service and will be cancelling contract.
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One star says it all really! I have a list of issues as long as my arm since becoming a Virgin Media customer. My advice to anyone considering joining them would be to avoid them like the plague. Unless they are the only provider of fibre broadband in your road. Then you are kind of stuck like I am with shocking non existent customer service and unreliable broadband that constantly drops off the connection or buffers and lags when streaming even though I allegedly have 109mb broadband and only ever have 2 devices running off it at any one time! They will also illegally over charge you and then take forever to rectify their error!!
  • Reviewer
    Location
    UB5
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DON'T MAKE MY MISTAKE AND RENEW YOUR CONTRACT WITH VIRGIN
    Probably the worst Internet service provider specially after renewing the contract, and the worst customer service.
  • Reviewer
    Location
    Waterloo , Merseyside
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I’ve been getting ripped off for yrs by virgin broadband , they kept me on a leash by promising me it’s going to get better very soon , it’s never worked properly and is the tortoise of the broadband world, but besides that they have been charging me differing amounts on my monthly bills for no reason, I’ve only noticed recently because it jumped from £29.50 to £37.94. Then £37.46 - £46.46 , when I’ve looked back at my bank account they been charging me up to £77 a month for broadband , please everyone check your accounts, I’ve never noticed because of them sending my bills by email which I’ve always had trouble looking at due to poor broadband from them, is this why , so they can charge you whatever they want and you can’t check , my advice would be to ditch virgin all together,
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I had 12 month contract and the service has been good. I have been with a few different providers and the service I have received with Virgin have been very good. The speed is generally consistent when I have checked. Game downloads are at expected speeds (via Ethernet). Netflix/Amazon Prime have been fine including 4k content. However, there have been a few outages (more than BT that I used before) but still acceptable. Considering the recent Covid situation, home broadband has never been more important and fully utilised across the country, and Virgin have been great.
  • Reviewer
    Location
    Tyne & Wear
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Virgin router is as advertised (very fast) which it is if your stood right next to it. But virgin need to make customers aware that the wifi signal strength is very poor around properties. The only way there offering to improve is the added cost of an extender another £60 per yr. All the staff that I spoke to were very pleasant but when your trying to sell an inferior product you've gotto be a good talker.I had 3 Phone calls from virgin staff offering to reduce the cost if I stayed with virgin. Unfortunatley they can offer all the speeds but they can't offer the coverage without added costs.
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you honest with Virgin media and tell them you have to stop your contract, because of covid you can't afford to pay they will charge you£250. But if you stop your monthly payment they will cut of your broadband and asking the last payment only £24 and Virgin media stop the contract. What a fair treatment for your honest costumers. Disgusting company No Commonsense
  • Reviewer
    Location
    Allen
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Don’t bother worst customer services in the world still awaiting a response from a complaint 8 weeks ago do not take loyalty seriously! Broadband speed ok when it works.
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely horrendous company
    In a sea of bad reviews, I hope this one stands out to anyone considering being a virgin media customer, my advice is don’t, you will regret it.

    Cancelled my service back in October as was tired of paying money to a company with such a bad service & even worse customer service. It then became a battle of will's who would give up first in the end had to cancel direct debt to stop them taking money. when you make a complaint, you are just lied to or ignored

    So, as you have not even had the common decency to acknowledge my emails or even telephone me as requested. I have now used my banks direct debt guarantee to recover part of this debt. My advice to anyone owed money to do the same it’s easy & the moneys returned within 24 hours none of this 30 day rubbish.

    £258.83 has now been refunded back to my account, I look forward to the rest of my refund which no doubt I will have another long fight over.
    I had been a customer of virgin media for almost 20 years & the service & respect over the last few years has been disgraceful. Your conduct in this whole matter has been disgraceful & disrespectful. I would not consider using this company & would never recommend virgin media to anyone.

    I would like you to call me. Which you won't. I will be taking this to the ombudsman very soon. And I will be leaving this review everywhere I can until this is sorted, as a warning to new customers.

    I am sending all information to the BBC rip off Britain team with a link to the reviews on this site, I would ask everyone to do the same, maybe this will shame this company into doing the right thing for its customers
    Complaint number is C-090321234
  • Reviewer
    Location
    Salford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    1 hour waiting on support line.....then disconnected, another hour - same, another hour I was shouted at for asking what the virgin media employee said as his accent was very strong (Glasgow perhaps), then he hung up.... 3 days calling in order to cancel my contract, then after getting a confirmation email I was pleased that it is finally over, terrible company.....yet, a month later on my account there is a new contract I didn't agree for. Freaking scammers. Avoid at all cost.
  • Reviewer
    Location
    Leicestershire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Customer service is shockingly poor, overcharging me for the service I have on my contract and just won't reply to my emails about it. I stopped the TV package after a customer service rep SHOUTED at me! I tried to complain but kept getting cut off. Im not convinced that wasn't on purpose as no-one got back to me about it (they had my email and number). If I could get broadband from another company I would. They really need to up their customer service game. So disappointed.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst service I've ever experienced.
    VIrgin couldn't even take down the correct email which ended up costing me a small fortune as I never received important filing information.
    To top it off -"they don't have a facility which lets them know emails aren't being deliver" - IT'S MEANT TO BE A MEDIA/COMMUNICATIONS COMPANY what an absolute joke.
    Trying to get through by phone - as the email/sign in didn't work was a particularly unsavoury experience too.
    The super fast cable broadband was no better than BT!

    I never should have left BT and I will not do so again.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Virgin TV - I'd like to give Virgin TV as many minus stars as possible. I’ve had poor TV reception since mid-last year – pixilation, jittery images altering backwards and forwards. Unable to watch on catch up or recorded shows. I contacted Virgin and got free upgrade to V6 package – BUT WITHOUT A V6 BOX TO WATCH IT ON!!! Tried to contact them since January. Phone them: ‘phoneline ‘Currently busy, Please try again later’. Email them: We tried to contact you but you were not available’. I’M IN MY HOUSE ALL DAY GIVEN THAT I NOW WORK FROM HOME AND MY ‘PHONE NEVER RANG. Email also included the phrase ‘Customer education’. PLEASE DO NOT INSULT ME WITH SUCH AN INSULT’.

    My review? Virgin means poor quality, poor service and insulting customer relations.

    Regards, Steve Sole.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    hello to all readers,
    I wanted to leave a good review, but because I received a letter from bpo I can't believe how thieves I am !!! my contract was terminated for a very long time and on the contrary I told him that I don't want to continue because I am moving and I don't need it anymore. But they say one thing and do another. a few months later I woke up with direct debit payments. I called them and they said I didn't tell them to stop :))) in the end they stopped and said they would return my money ..... but from where, on the contrary, I still owe :))) and still where .... bpo collection! SHAME VIRGIN MEDIA !!!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Absolutely shameful level of service.

    Interruptions on a weekly basis for hours during which broadband goes off.

    Awful provider
  • Reviewer
    Location
    HORNCHURCH
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Speeds are good and consistent, I have M350.
    Reliability is very good (I think I have had 2 outages in ten years, both fixed within a day).
    The engineers are great - friendly, efficient and punctual.
    Customer service is AWFUL! If you need to call them, take a comfy seat and get a cuppa first - you are going to be waiting on the phone for an hour or more and the person you speak to is unlikely to be able to do anything. My phone line stopped working months ago and I haven't been able to get anyone to fix it although to be fair I never use it any more anyway. Still, I am am paying for it!
    Moving house soon, will keep Virgin because there is nothing faster and I like fast!
  • Reviewer
    Location
    Brentford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    A very poor customer service. I had a conversation yesterday which ended in a disconnection of V M services. I spoke three times in the past regarding a price rise of £2.50 and felt as they did not listen to what I was telling/explaining. After all, still being overcharged. Thanks to competitive providers of the internet with better customer service.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    This is the only company believes that that the customers are always wrong and liers and their staff can never be wrong I had the worst customer experience ever.
    When customer complains the least you can do is listen and investigate.
    Mr Lutz Schüler your staff are not doing you a service and I will be in touch soon I hope you have better listening skills than your staff
  • Reviewer
    Location
    Preston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    In over 8 years I have had very few issues and none worth complaining about.

    I have had very fast speeds that stayed consistent throughout the entire time I was with them. My broadband at its peak was 100MB/s and every speed test came in between 95MB/s and 100MB/s. This is a stark contrast to other providers who advertise a maximum speed but rarely reach even close to those speeds.

    I had never had an issue with customer service and their website handled most of what I needed in terms of getting info or changes to my account. BT, for example, has an awful website, badly designed, slow and limited in its functionality.

    The router provided was also above standard for the industry as it was much more reliable than others on the market and with faster peak speeds.

    Overall I have no reason to give them less than 5 stars.
  • Reviewer
    Location
    Twickenham , London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I got a contract for 18months because the price was really good. But in the end, it seems to be more expensive.
    When I initially started the contract, I asked what would it happen if I cancel before the end on the 18months. They said I could move my services to the new flat or cancel paying a disconnection fee of maximum 50% of the current monies left.

    Well, now that it is happening is another story. I have 6 months left. They cannot supply internet where I go (Brighton, odd). And basically they are saying: one month needs to be paid to have the services on until I leave which is understandable. That is £23.95.
    But the following 5 months the disconnection fee is £106.38, which is £21.27 per month!! Nearly the same I am paying to have the service!

    On top of that. It is impossible to speak to an agent on the phone. Every time I want to speak to an agent I need to spend 15-20min chatting to a machine, and then depending o the issue an agent would appear, which replies every several minutes. I never receive clear information, so confusing. I have spent literally 1 hours chatting to cancel my services. And I still need to send the router to them to avoid a fine.

    Summary. Never getting Virgin Media again.
  • Reviewer
    Location
    Kilmarnock
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    An indescribably appalling company.They steal from people!!!!!
  • Reviewer
    Location
    Surrey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was planning to leave Virgin Media in October, than after talking to their dedicated team we have agreed a deal. After a few months I have realised that they were charging me for totally different amount. I complained on the 21st of January and they said they will investigate it. I have been waiting since than. I have called them today and been told that the complaint is still open and somehow they can not see the deal they offered had been accepted therefore they can not honour the deal. If you can't see any deal achieved why would you keep a complaint open and keep charging a higher amount? Totally unprofessional and unreliable . Stay away !
  • Reviewer
    Location
    dundee scotland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    having been with virgin media for many years. we pay 76pounds/month for an average tv package with landline weekend and evening calls.Our last bill was 92 pounds. We pay for a 200m broadband speed but never get above 18.7Mb download speed and sometimes its 10Mb. According to this site virgin media average dounload speed is 105.49, how come mines is about 14? I have managed to communicate with them twice but what they say they will do never happens.I find it quite stressfull trying to communicate by phone as I have lost my password and my hearing is poor and sometimes you can wait nearly an hour in a Q.I have written two lengthy letters explaining my predicament but they do not pick up on my complaints.I feel trapped in a corner when all i want is a fair deal.Also my new hub sits on red instead of .solid white and I cant get WIFI in my summerhouse.It would be great if this review can help. Would it be a good idea to change suppliers? I really am in a dilemma.If this review resolves my predicament I would behappy to recommend the site
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ABSOLUTELY RIDICULOUS!!!! Non-existent customer service. One of the hardest companies to leave. Website for complaints is often down. Phoning through for complaints or fixing an issue led to me being hung up on 5 times after waiting over an hour to be connected each time. Virgin would not know competency if it was slap in the face with it. Absolutely tired of this ****** company.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    TLDR; Avoid this company at all costs!
    If you're unfortunate to be with Virgin already and have technical problems, call 08000527553 to skip the customer service waiting queue nightmare to go to the second line technical team directly (they answer in less than a minute).

    My personal experience
    I've been plagued with issues with their internet since October 2020, and have literally spent 20+ hours, in the month of February alone, over the phone with them to try and explain my problems. We're now in March, I still don't have internet working properly and I can't wait for my contract to expire to move to another provider.

    Horrendous customer service
    The customer service is a complete mess: getting someone over the phone is a lot more difficult than it should, probably to deter clients from calling. When I want to speak with someone, I often end up with an automated voice sending me a link on my mobile to "troubleshoot my broadband connection issue".

    Technical nightmare
    When you finally manage to have someone over the line, they force you to go through meaningless troubleshooting ("turn off and on your router") even though the issue is unrelated, because they do not have the proper technical knowledge (I have a signal SNR issue where the connection is up and down, disconnecting multiple times per day). They've sent a different engineer 5 times at my property: 2 times my isolator was replaced (and nothing else) and 2 times the engineers said the issue was with the network team, not them (one even refused to get out of his car claiming he didn't bring any face mask and only discussed by phone). At some point, I managed to get the second line technical team phone number (08000527553) and avoided discussing with the technical team (150 or 03454541111), which saved time as they only kept asking me to reboot my router to make it work.
    When the issue is finally raised to the proper team, don't think this will solve anything: this team has closed my fault ticket 7 times (!!) between the 26 January and the 4 March wrongly claiming my problem was fixed, and everytime I had to go through the hassle of re-explaining my issue (when I managed to have someone over the phone) and opening a new fault ticket.

    Lack of any type of compensation/alternative solution
    Also, be warned that Virgin has a policy to only give you some credit back if you have a total loss of service for more than 72 hours. If you manage to be connected only one hour per day during this period, they will not compensate you in any form: the customer service department tells you their hands are tied and that you need to ask the technical team to raise a compensation request, but the technical team tells you they have no control over the compensation claims anyway because it's an automatic process. I have been using my 3G data non-stop since the 27th of February (we're the 11th of March and it's still not working) to work from home, but my claims are denied (because apparently there may have been internet an hour or so here and here). If like me, you don't have internet at all, don't even bother asking Virgin for some alternative solution (mobile broadband, mobile phone 4G credit, etc...) as they cannot (or won't) help you in any way.

    Complains are ignored
    I've raised several complains but the compliance department doesn't even bother calling you back (even though I'm told they will call back within 5 days over the phone). "Escalating" the issue doesn't even make a difference, expect that someone tells you the compliance department will call you back within 48 hours (but they don't).
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hopeless! Constant connection dropouts and very unreliable. Contact technical support which takes an hour and most of them cant understand the problem and therefore cant fix it. After requests to do 2 factory resets, I gave up.
    Impossible to host zoom conferences, I complained and asked them to look into it then got an email saying complaint resolved, apology to customer!

    Dont believe the swanky advertising!
  • Reviewer
    Location
    Wolvehampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    When I signed the contract for 18 months, they concealed the fact and gave no information that their internet network did not cover half of England. After my move to a new house, they were unable to offer me services in the new location, so they charged me a £ 240 ending contract. The funniest thing is they still require the router to be sent back to them !!! I also immediately canceled the mobile phone contract I had with them (luckily, the period that forced me to use their services ended earlier). I don't want to have anything to do with them anymore. Contact with them is terrible. They do not reply to emails, you wait for hours for chat, just like when you call the hotline. The worst company in the industry in the UK.

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