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

Based on 8153 customer ratings since 2019-10-26 (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.

3576 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
VirginMedia has been providing a lousy internet service for the last month. I call nobody on the phone. automatic messages always tell me to reset. redirects to the website for technical support, but it does not work. I bought 200mb of internet. I upgraded the package, but terrible service. It is a shame that such a large company provides such a lousy service. I was going to change the internet company. They told me to give me another chance and upgrade the package. I wish I hadn't given another chance. My whole job is internet and I earn my money on the internet. they have victimized me a lot. You don't deserve even 1 penny !!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
EN8 Virgin Media  
Worst internet 've ever had. Its extremely extremely unstable. The speed is only good if you test a connection between your router and their server, otherwise its horrible. I strongly recommend to go for another broadband company as this always works badly.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
My broadband keeps dropping out, normally once or twice a day and it is impossible to talk to anyone about it. I have made several attempts to contact them by phone but it has never been answered and the online service get answered but never deals with the issue and just stops
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Cambridge Virgin Media  
Virgin is trying to charge me £273 for unused , not activated broadband which was cancelled within 14 days calling off period. It is nearly not possible to speak to customer service. Currently I'm waiting 3 hour on online chat to get an answer from Nidhi. Dear friend, in case you read this , can you hurry up please !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Strood Virgin Media  
Unbelievable worst experience to contact support.
It's been more than 2 weeks I'm losing my time every day to contact the support to get access to the account created with mistakes by support 2month ago.
Everyday I have to explain the same situation again to a support that randomly respond withing 10 hours. And every day the closing time make my enquiry deleted without any final solution!
So basically, there is no problem for them to get my money, but no solution to have access to my account.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Dundee Virgin Media  
Unbelievable worst experience, took over existing internet account in June 2020, VM tried to invoice higher monthly charge, even tho we had proof of the agreed lower charge, VM refused to discuss, return our calls, continuously broke promises to investigate our concerns, ignored our written complain letters, even CISAS, the official watchdog upheld our complain in full by instructing VM to comply with the agreed lower monthly charge, issue an apology, remove all unwarranted charges VM tried to impose (late payment fee, reconnection fee etc) with 100% compensation awarded! It's October now, yet VM still stubbornly refused to comply, and is still trying to bully us into submission knowing we all need internet to work from home, and out internet is still disconnected whilst we have to incur high costs, tethering our mobile phone for internet connection.
It's a real shame VM is a British company.
We've never experienced such an unprofessional business operation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Brighton Virgin Media  
Since being with virgin for nearly 2 years now it has been nothing but problems. Please do yourself a favour and don't bother with this company what-so-ever. You have any problems? You'll be redirected to someone in India to try and fix it (but never does). My ping in games goes over 800 making literally any game suddenly go unplayable and dropping any facetime calls you might have. I've tried multiple times to contact virgin about my problems and literally nothing is ever done about it. Over the 2 years of being with them I must have experienced at least 10 times that the internet has gone down for longer than a day.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Preston Virgin Media  
Can't believe such a big company can offer such awful customer service and make so many mistakes with the bill.
Firstly I was offered free activation as a student and instead of having the hub installed for me, I was left to set it up myself, later to discover my house had been disconnected from the network and required professional installation. When the guy finally came to install it a few days later I was then charged the activation fee I was promised would be free. After multiple calls to the overrun call line and a very rude response, I was refunded the money.

Secondly, I requested the M350 broadband and checked my contract to see I was being charged for the M500. after more issues contacting Virgin I finally got through and had my contract changed to the M350. However I am now being charged £56 where it should be £39 (I'm not even sure where this number came from?). I once again contacted and was told my contract would change on the 21st September to the correct amount. 21st September comes along and my contract hasn't changed so I have to contact virgin once again to avoid being overcharged by £17. This time my contract is changed to the correct amount however I am charged a £8.44 change fee which was not once mentioned to me and is not fair considering my contract was incorrect in the first place at a fault of Virgin. I have spent hours contacting Virgin and each time a new issue has arised. After asking for compensation for my stress I was refused and I have no patience left to contact them again and ask for the £8.44 refunded.

Oh and to top it off... the wifi has been so slow that most of my housemates have had to use their mobile data to save them waiting 10 minutes for a webpage to load.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Virgin Media  
Helen was very helpful, had to wait a bit for a phone call but service is great
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Norwich Virgin Media  
I have 1year contract with VM M350 only 1month left to get rid of this horrible exp. With them... and never more Virgin Media.i have speed from 0.32mbps to max 35mbps that is around 300/350 mpbs that i should have. Plus drop off each day.. i contact them 100of times and last think left is to wait to end my contract and share my bad exp with this scam VM
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Peterborough Virgin Media  
There good at damaging people houses and when you go to make a complaint and claim there tell you we will have this look in to and pay for all the damaged to be fixed but tgat a lie as there never call you back there just lie and say the same everytime you call them just wait another week you will get a call when it comes to that week no call I do not trust them or go with them
Virgin Media  
i have joined Virgin media 3 days ago.

When joining I have called the customer support and asked them about the current offers.

I have explained them that I did not use the phone line but they advised me that the best offer was the 350mb + 4G sim card + phone line with free calls on the weekend. So I went for it even though I did not even have the phone at home because she advised me to do so.

So as soon as the router arrived I have tried to connect and did the speed test. The speed was extremely lower than the one I had payed for. Speed was 140mb out of the 350mb I had payed for.

So I started looking at all the packages and noticed that actually there was a package with no phone line and it was 500mb + 4G sim card.

So i have called them after 3 days that my contract started and asked them to change my package which was 48 pounds for the new one that was 46 pounds with no phone line and faster internet.

They told me that I would not get the new customer offer anymore because I was not a new customer anymore.

This is ridiculous since this was the bad knowledge of the virgin media employee. Will now cancel the contract with them straight away! Never Virgin! Not reliable, not honest!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Virgin Media  
Speeds of 3.6 on fiber promised 100 !
What a useless system
Box freezes on occasion turn it all off and on agin to restart,
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Featherstone Virgin Media  
Switched to Virgin package once available as needing reliable & fast broadband for WFH with at least 2 others wanting to play ps4 games online while I work. Broadband, TV & Phone all went down yesterday. Reported the problem, booked engineer for today. Got text advising they now discovered a problem in the area & they’ve put the engineer visit “on hold”. Fix ETA changed with no notification (registered phone for notifications). No service all night. This morning service checker says there’s no problem but I still have no services. Report that, book an engineer visit - 1st available is now 2 days away. Contact on chat to say I’m not happy they “held” the visit which clearly means cancelled. Chat contact takes ages then tells me there’s a fault in my area - no, service checker says the fault is fixed - oh, well now it shows a fault. ETA 12 today. Transfers me to Tech chat - still waiting for someone to pick that up. Will email compensation details - nothing received. ETA changed to 6pm, no notification. Still no broadband, TV or phone. Thank God I kept my mobile on vodafone & can tether. As a new customer I have about 16 more months before I can leave Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Burgess Hill Virgin Media  
Honestly avoid. Was with TalkTalk who I thought I hated until I came to Virgin Media, and realised TalkTalk's slow internet was better than the more expensive and far slower internet of Virgin Media (I'm talking promised speeds of 100Mbps, and actual speed of 7Mbps) then spending hours on the phone being shuttled from one team to another, being told I'll need to pay a break fee, or I'll have to keep calling technicians to come out to try repair otherwise I can't exit contract. With an average of like 50 mins of hold each call, they make it the hardest possible thing to cancel. Very. Over. It.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East London Virgin Media  
I have battled with Virgin Media for two years, five visits to my property and still no resolution despite paying £98 per month. Customer service is appalling, people in their call centre do not care and no one listens as I have told them what the problem is. Avoid using at all costs!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Gerrards Cross Virgin Media  
Guys, Just dont bother with them. You won't get anywhere. It's like talking to a wall. They're rude, Money hungry and never will sort out the problem. No internet in peak hours at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LONDON Virgin Media  
most if not all of these wifi related issuese can be answered this way:

you dont pay for wifi you pay for broadband there 2 separate things no ISP can guarantee wifi as every home is different ( shape size furniture  material ect.)  and dont get me wrong i wish it was something that was made very clear as the general public dont seem to be aware of this unless they are techie minded( which most arent ) the fast the broadband coming into your house is great and helps but if you want great wifi thats up to the home owner. you get what you pay for like most things in life, the best at the moment is called a mesh network and you can buy from amazon or other electronic shops. you need to do some research on the matter but the wifi has nothing to do with your ISP...... they only provide the broadband again totally separte from wifi. but this goes for all ISP the difference is that Virgin media can provide way faster BROADBAND speeds than any one else.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Airdrie Virgin Media  
unmitigated disaster .tried phone calls. tried chat.tried writing.tried e mails.a complete and utter waste of time i can only assume they can't be bothered .virgin have no problem making contact with my direct debit each month to take out the monthly payments .howver if you have a billing query then i feel very sorry for you as my experience is unprintable.to make contact with a representative of virgin i would think it would be easier to speak to some on the moon .please ignore my one star rating i would have preferred to leave it blank .i would not recommend virgin to my worst enemy .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
essex Virgin Media  
Would have given them 0 stars but unfortunately not possible.

With their horrendous service and terrible customer experience, Virgin Media are taking a new approach to not letting customers cancel their contract - not answering the phone!

Avoid, avoid, avoid!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
we are outraged, every evening there is no Internet since 9 o'clock, the speed does not match, for what we pay, I really don't like it, we will never order Virgin again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bradford Virgin Media  
Do not join Virgin Media! Their customer service is absolutely terrible. Been trying to get through to them for months now to change the account holder. They are very hard to get through to in the first place, and when they cannot solve my problem they just hang up, both on the online chat and on the phone. I am now being charged for not paying fees however I cannot pay the fees until they sort the problems with my account. I also cannot leave due to extortionate cancellation fees.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
United Kingdom Virgin Media  
I have not got the coverage of wifi in my house. The automated app to check coverage and order a booster does not work so I contacted 'customer services' who told me I needed an engineer to sort that out. The engineer that attended to fit a new router(different problem that was sorted) told me he knew nothing about that and I needed to contact 'customer services'... There is absolutely no way of talking to a person who is able to help. The message help service is totally useless. I have now spent...wasted 5 days trying to sort this out. I spent 2 hours just to get through ID check only to be passed on to someone who can help...next day...7.00a.m. messaged to ask if I still need help. Yes u did, delayed responding later by 10 minutes and got bounced off that operator...Next day, same again. Next day was in a conversation and again bounced off and each time sent back to the AI. It is soooo difficult not to get abusive about this and not swear. But this company should not be allowed to use the words 'service' or 'intellegence' its operators when you eventually contact one rarely seem to assist with anything but the most basic query. I do need help for my suddenly developed high blood pressure, stress and depression...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Manchester Virgin Media  
After 20 plus years as a customer at 4 different addresses I had to leave Virgin as they could not supply my current address. They are now complaining that I owe them money are hounding me for payment. They forgot to close my account they forgot I sent back the set top box and other equipment. They forgot that I never made a late payment in all the years I was with them. They do not give a flying fart about customer service. I urge anybody who is thinking if giving them a chance DON'T they will treat you like dirt if your so much as 20 minutes late with a payment.
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Irthlingborough Virgin Media  
Has been with virgin for years, which was ok before we switch to a new broadband contract from April, 20. The speed was no where close to the package offered 100mb as claimed and drop off a few times a day.. As we are a small family and managed to coped with it. However, since the beginning of the beginning of August, 2020, we hardly have any service which were constantly dropped off, up to ten times an hour and extremely low speed, couldn’t watch a video clip without waiting for uploading from time to time. Our online meetings and lessons were completely messed up. The whole situation got to unbearable and even worse from the end of Sep, the broadband service is completely lost, we are relying on our limited mobile datas. During the 2 and half months, I tried to call them nearly a hundred times but only got one out of t3n gone through after between 30-90 mins waiting......I have done the self test numerous times, online fixes numerous times, it always going in the circle ⭕️ to aske you to do the same test again and again, stated it’s intermittent problems. Its actually not true since the beginning of the Sep, which was like disconnected every few minutes automatically throughout a day.. We couldn’t even open up a website for 5 mins..... then completely dead two weeks ago. They carry on taking Booked 6 engineers appointments and 4 turned up and problems have not sorted. Made complaints three times and promised call me back in 24 hours, 48 hours, 72 hours but never happened. I told him that it’s virgin’s fault to force us to leave as we cannot do online study and work without the broadband service. Virgin has charged me for the services haven’t provided. I ask for the refund of the two months payments August and Sep, they didn’t agree, so I have no choice but choose to leave virgin as we cannot just wait in vain god knows how long it will take to get it back to work. After two hand half month waiting and forth nd back with the inaccessible customer service, I have lost the faith in them. Managed called in today to ask to cancel the service, the guy threaten me with £144 earlier leaving fee. They cannot just carry on business like this! Stay away from virgin!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Abysmal customer service. It has taken me over 10 hours of phone calls to get our service switched between houses. They disconnected our service 2 days early, which prevented us working from home. I complained and received a goodwill gesture of £20! That's £2/ph of time spent on the phone, and doesn't include lost revenue!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Edinburgh Virgin Media  
After a year with Virgin I can tell you: DO NOT!
* The router provided has very weak WiFi signal
* Even using a cable connection to the router, the speeds are APPALLING! I bought into 100Mbps and my download is somewhere around 30Mb and sometimes in the single digits...
* Reaching these guys is impossible. No email or chat, so you have to hang high and dry on the phone for hours
* The final touch: when I called today to ask not to renew my contract (6-Oct-2020, 10:06): She started blaming my house, the websites I access... I am an engineer of 20 years now but the person from Billing knows better!
Then she offered me a discount - I told her it's actually a negative that they didn't give me their best price until I threatened to leave. She offered a further 5 quid discount :D :D :D I wouldn't take it for free at this point!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newbury Virgin Media  
I had the misfortune to be a virgin customer for many years and spent thousands of pounds on there products, however due to ill health and family bereavements I never used any for months and tried unsuccessfully to downgrade and when I did they made me sign a new agreement which under surest through stress I did but they where still trying to fleece me so when my mum died I tried to cancel and the fee they are asking for is nearly a years money I feel depressed over this virgin are crooks plain and simple and I am going to spend months letting the whole world know
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool Virgin Media  
Useless customer service. I called and agreed on a new deal for my broadband but then when called again to confirm it was made incredibly difficult for me to confirm because they seemed to think that the deal I had been offered was too cheap and I had been offered it wrongly. However rather than simply telling me I couldn't have the deal anymore, I was led to believe that the extra discount had to be a special type that wouldn't appear in the automated email correspondence. This caused me to be locked in to a deal far more expensive than I had originally agreed to. Now it is up for debate as to whether I should have believed their rubbish about a special managers discount, however the very fact that they attempted to mislead a customer in order to lock them in to a more expensive deal is utterly outrageous. As soon as my bad value deal with Virgin has ended I shall be leaving and taking my business elsewhere.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Virginmedia broadband client for 3 years
I am their client for 3 years, the first year with a contract and the next 2 years without. This year Virginmedia broadband decided to convince me to re-enter the 18-month contract. They made me an offer, I accepted, after I was contacted that the offer that was accepted by me is not correct but they will continue to respect it, after 3 months they do not respect the offer and I am forced to take them to court. When you go to chat with them or you call them on phone you have to wait between 1 - 2 hours if you are a client, if you want to join them they gonna respond in 1 minute but after you join them we gone see you here complaining with us :)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
LIVERPOOL Virgin Media  
Every couple of days it drops out for anywhere between 5 minutes and several hours. Close to impossible to speak to someone (have given up twice after hanging on for 40 minutes). Web help is useful for such intermittent issues
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Oxford Virgin Media  
Extremely rude customer services: after waiting for more than an hour to talk to someone they hung up on my when I asked to talk to their supervisor. The next day I phoned again and they hang up on my when I ask about compensation. Internet is broken in the street and they say the first available date possible to fix it is in a week and a half time.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Edinburgh Virgin Media  
Just had 100m fitted and its total crap.The worst thing though is customer service, some else commented that they're morons but they're far from it.Its a carefully worked plan to send you round in circles.lve ripped mine out
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool Virgin Media  
Do not go near these people with a barge pole, completely inept at there jobs. Left hanging on the telephone for hours, repeatedly asked for the same information. Not interested in you as a customer.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Holborn - London Virgin Media  
I’m not one to usually write reviews I don’t think I ever have to be honest, however my experience within two weeks of being with this company have been appalling. I’ve been charged over 100 pound for a bill that’s only meant to be £33.99 and they have told us its going to be 180 pound to leave contract even though we asked to leave on the 14 th day of our cool down period. It’s a right mess on. I wouldn’t recommend them at all.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Gateshead Virgin Media  
For last two weeks I'm loosing internet connection every 2-3h, I don't know what is going on, but last time Virgin is rubbish.
Virgin Media  
Worst unnnprofessional uncaring setup, avoid
Flatmate made redundant dye to cv19, had to return to Hungary, contacted VM regarding transfer of account over to me, was advised same package at same price £26 per month can be transferred over except must pay £20 fee and start new 12 month period.
Agreed so emailed VM my completed transfer form plus proofs, luckily in email, I stated I'm taking over this account base on agreed discussion that it's for same package and price.
VM replied email confirmed transfer, two weeks later sent invoice for £49 per month.
This started 2 months of hell, VM cannot find my account, wrong acvoun number, cannot set up website account, long queue waits phone calls, rude unfriendly Indian call centre, few calls cut off whenever we wanted to complain or assured complain noted, escalated and manager will call back but no one does ...
After two months of no customer service help to mitigate our concerns, VM starts to threaten non payment of their unwarranted invoice at £49 I stead of agreed £26 per month. VM started adding late payment fees, threats of credit reference affected, court summons etc
We wrote to complain formally, VM replied assuring case escalated, someone will call to discuss, no phone call
We filed complain with CISAS, VM replied, claimed they called, but no answer, not true as no missed calls, VM request we text them, we did, several times, no replies
Then VM terminated our service, leaving us without phone or broadband in middle of CV19 pandemic unable for both of us to work from home!
CISAS accepted our complain, gave VM 10 days to reply, VM did not even bothered to reply to CISAS until 11th day, a day after dateline, VM submitted their printouts of their system notes of my account where all important facts like my original email stating I'm applying for account transfer on same package and price per month, we're missing, instead VM's notes states; no record!

VM subjected us to 3 months of hell, hoping their could bully us into paying their unwarranted demand, not realising we would stand firm against such malicious thieving corporates.
We persevered, at extreme stress and cost having to tether our phone connection at higher mobile internet cost which are at best unreliable, prone to drop outs etc, but we would not allow VM to think they can bulky us.
Never again, after this contract expires, will we EVER transact any VM services again ...
Avoid or be at your own peril
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London Virgin Media  
the Customer service is despicable. You’ll spend days (at one point I was calling every couple of days for a month) talking to IT support as my connection kept dropping - each team member will come up with a completely different explanation of the problem to the next. They are clueless which is both frustrating and disheartening. Being with VM I paid a premium price for mediocre broadband and the worst customer service you can imagine. They would desperately try and keep you at the end of your contract and even try and scare you into believing you’ll never have fast internet again without them (which is a complete myth).
I’ve switched to Vodafone and couldn’t be happier. Never again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
As a couple who are dependent on the internet for online work, meetings and providing therapy session via video - whilst the speed is good, the reliability is not. The dropouts that happen at least 3 times a day on both of our laptops, and during client sessions is incredibly frustrating.

When trying to cancel our broadband, was advised it would only be cancelled without a fee if we could prove it happens on 3 consecutive days for a certain period of time.

We've just had to deal with the brunt of it, but will not be recommending or using Virgin Broadband in the future because of this experience.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    1 star
Brockley, London Virgin Media  
Absolutely awful.
I've been having broadband and phone issues for quite some time, admittedly its intermittent. It might be fine for a month, then down for a week, then working again for a week, then down for a day. Phoned VirginMedia customer support numerous times, I've had a new router, been told its a area outage although nothing appears on the website. Eventually they sent an engineer who took about 10 minutes to discover there is a problem with the line running from the cabinet in the street to the house and it needs to be replaced, an engineer was booked and I didn't mind having to wait the 3 weeks.
Day of the appointment arrives, no-one turns up. Service starts working again and I assume everything is fine.
Then I get a text message confirming an engineer booking, I call Virgin to check whats going on and apparently someone did come but didn't want to bother me, the person they told to make sure I was in and asked to confirm if I had any COVID-19 sysmptoms, as they were only working outside. Anyway turns out they couldn't replace the cable so another team were sent, I don't know if this lot turned up but no-one let me know if they were here. They also couldn't replace the cable so a third team were sent, this one definitely did arrive because they knocked on the door and spoke to us. They replaced the cable and I was then getting full speed internet again... only they broke the phone service.
Once again I had to call VirginMedia who didn't answer the phone, so I booked an engineer online, they came out and couldn't fix the issue, instead they had to send another engineer to port my phone over so, after about 10 days with no phone, it is now connected to my SuperHub3 (which is not super at all, it may be the worst router I have ever used... and I've been a customer since the NTL days so I've had plenty of useless VirginMedia kit).
In between all of this I have phoned and made complaints, they don't really care. First I asked for the automatic compensation, but apparently because the service was intermittent, you see sometimes my 362Mb service managed to achieve a 0.1Mb upload speed, so it wasn't completely broken. OK well what about the phone line that they broke, apparently the computer says NO, its an automatic thing and Ofcom a actually makes the decision, not VirginMedia and Ofcom says that them breaking it doesn't qualify as actually being broken. Absolute Rubbish!
I'm not concerned with compensation, all I want is not to have to pay for a service that wasn't getting, I don't think that's unreasonable, but they won't offer me more that £20 after the 3 months of terrible service, lots of engineer visits and taking £150 in bills. They also won't let me out of my contract, I'd rather go and get 67Mb broadband from a company that don't lie than continue to let this bunch profit from me.
Anyway don't use VirginMedia!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
London Virgin Media  

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