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
    3.2 stars
  • Reliability
    3 stars

Based on 2682 customer ratings since 2021-08-14 (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.

4,224 Customer Reviews over 106 pages

  • Reviewer
    Location
    Walsall
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    There is not one thing virgin do well . nothing. Wast of time.
  • Reviewer
    Location
    Walsall
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      5 stars
    Comments
    Moving to another provider as soon as possible. Been with virginmedia for years and until recently been very pleased but not any more.
  • Reviewer
    Location
    Walsall
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    We have been without a phone for four weeks now. I've lost count of the number of phone calls I've made, and of the engineers who have failed to fix our line. Nobody ever rings back, emails are rarely answered (when they are it's a bland 'we'll fix it as soo as possible'. Customer service assistants are often rude - and they are always surprised and offended if you get upset. In the past week, I've been promised 5 call-backs from engineers, and none of them have materialised. Some customer services assistants refuse to put you through to a manager. It's fine when things are working, but when the system is down they have no interest in your problems. They promised to fix my phone three weeks from when it broke down. Their engineer arrived and promptly buggered off. When I ring up they tell me they have to follow procedures and I need to go to the back of the queue.
  • Reviewer
    Location
    Walsall
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    When the broadband is good it’s amazing but when it goes wrong the customer services staff will lie and do anything to get you off the phone without helping.
  • Reviewer
    Location
    Walsall
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Biggest mistake was using Virgin Media.. They lie lie lie lie lie.. Calls are not logged so best to RECORD every call n keep logs to protect yourself.. All complaints are closed and I was lied they do not Record calls. (They are backed up for 4 months actually)

    Took me 3 months to prove and verify I had given in my 1 month (27th November) notice as they said NO we will not listen to previous calls and also if I left I would have to pay a few hundred for a penalty. Once Verified I was correct on March 16th. They sent me bills for 100 to 200 pounds and was free to leave. It's now gone to Cisas to deal with. Wasting more of my time. Disgusting and Horrible Service.

    This company needs investigating and fined as they are breaking the Law and obviously making money off the vulnerable.people in our society who do not have the energy to vindicate themselves.

    I put in complaints against managers and staff. All closed without investigation, even though they lied to me and I feel all racially rude to me (Some arguing on phone with me and saying I cannot do Sh1t and will not log a complaint and nothing I can do)

    I will compile all calls and add to YouTube as Shameful Customer Service who will be a nightmare for Elderly n Disabled people.

    BEWARE as I have wasted hours n hours on calls with these evil agents n managers. Up to 100 calls n hours wasted up to 2 hours at a time...

    I have asked for all transcripts for last 6 months and all my notes on system. Awaiting to see if they will send, as they keep saying we cannot do it etc.. I will be posting to show how Racially n Disgusting the staff are alongside all my recordings.

    I can only write my review to warn the Public. As this Broadband Company will only get worse.
  • Reviewer
    Location
    Walsall
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    If you think your broadband is rubbish , wait till you try to cancel , if I provided service like this , I would buy an island to escape to aswell , RUBBISH
  • Reviewer
    Location
    walsall
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Frustrated and angry that no one in virgin cares.they take your money after hard advertising, tie you into 18 month long contracts and dont deliver. Customer service is non existent because the poor lowly paid muppets on the end of phoneline are not interested in what you have to say and the may never speak to you again. I have only been with virgin media since 6th september and to date have haf no telephone service. Had tv and broadband working for a fouple of weeks butbtv kept buffering. Now have no dervices whatsoever from virgin. My package is big kahuna with movies sports and HD including phone. I have none ofvthese eervices.operational but virgin still want to take money from me. Rubbish, rubbish, rubbish. Dont evenvthink about going near virgin because all these reviewd cant be wrong. Im now dtill waiting for an engineervto fix the problem but no assurances when. Its a joke but no one especially me findsit funny
  • Reviewer
    Location
    walsall
    Reviewing
    Virgin Media
    Date
    Comments
    Frustrated and angry that no one in virgin cares.they take your money after hard advertising, tie you into 18 month long contracts and dont deliver. Customer service is non existent because the poor lowly ipaid muppets on the end of the phoneline are not interested in what you have to say and the may never speak to you again. I have only been with virgin media since 6th september and to date have had no telephone service. Had tv and broadband working for a couple of weeks but tv kept buffering. Now have no services whatsoever from virgin. My package is big kahuna with movies sports and HD including phone. I have none of these services operational at this moment in time but still psying for them. virgin still want to take money from me. Rubbish, rubbish, rubbish. Dont even think about going near virgin because all these reviewsant be wrong. Im now waiting for an engineer to fix the problem but no assurances when. Its a joke but no one especially me finds it funny. If I went to the shop and bought something and it became faulty, I would take it back and get my money back. If you tell virgin you're cancelling direct debit, they say that they will come after you and ruin your credit rating. Isnt virgin wonderful?
  • Reviewer
    Location
    Walsall
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Having suffered countless broken broadband connections, sometimes 20 times or more a day, this useless company refuse to accept its their fault or the fault exsist at all. Having contacted them more than i care to remember i recently decided to ask for a cheaper deal seeing as they have repeatedly upped the price for their rubbish service and they refused. Now sat here with a speed test and im connected by ethernet cable im getting 5 to 10mb when im paying them for over a 100mb. Absolutely disgusted by this money grabbing company.
  • Reviewer
    Location
    WALSALL
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    terrible internet paying for 200mb picking up between 11mb and 23mb
  • Reviewer
    Location
    walsall
    Reviewing
    Virgin Media
    Date
    Comments
    Having posted a review on here in mid September, I would like to confirm that Vigin Media are the very best.The very best at lying, incompetency, providing awful customer service, etc, etc. DO NOT CONTRACT WITH VIRGIN. 5 weeks on from my original installation date I still have NO service whatsoever, ie TV, Broadband or phone. Customer service non existent with lies, lies and more lies and phone calls from my mobile phone in abundance as I have no landline. Today have spent probably 4 hours plus on the phone to Virgin, CAB, consumer helpline and others trying to get my service up and running or cancel contract with Virgin. Now being referred to Trading Standards on my behalf although not holding my breath. I am recording all calls made to Virgin. What a disgrace they are.
  • Reviewer
    Location
    Waltham abbey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      5 stars
    Comments
    I've been a virgin customer for 8 years. The first 7 years was brilliant fastest speed and very reliable! BUT the last year, especially since February I'm only having internet for maybe 1-2hrs a day if im lucky! The engineers are at my house every single week telling me it's a network issue and going to be fixed on the same day! Obviously nothing happnens. I've had enough! I'm sending everything back to them and never use virgin again! Paying £60 a month for literally nothing. Call center is so bad, can never speak to a manager.
  • Reviewer
    Location
    Waltham Abbey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Extremely bad customer service. I was holding for 20 min before I spoke to an agent. She said after 5 min that She is not the right person and transfer me to the "RIGHT" person. I was holding for 20 min before someone replied and apologised as she has put me to the wring team. After lot of discussion he admitted that he did not know what to do hence consulted his superior. And referred me to the "RIGHT" team. I was holding for one hour before the connection was disconnected by virgin. Can it get any worse?
  • Reviewer
    Location
    Walthamstoe
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    -Horrible speeds,
    -Misleading customers in to "upgrading" to 70-80mb lines just to find out from the engineers that you were set up on a rubbish 17mb card
    -ripoff prices that keep being increased over and over
    -almost impossible to get support on the phone,
    -if you do get someone to answer, there are situations when you probably know more about hardware and broadband then them.
    -if something goes wrong at their end, be ready to wait for 5-6 days untill they send an "engineer" and another couple of days to have it fixed.
  • Reviewer
    Location
    Walthamstow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I was with EE but have been having issues with poor speed. VM are providing 100mb for £38/m which is an increase of 75mb for £5/m extra.

    The guy on the phone was clear and it was easy to set up. They kept me well informed and engineer turned up on time. Didnt take long to set up as the router is kept next to the external wall.

    If you have 3 floors, the router won't reach the top. Buy a wifi extender. Don't pay VM for it as it is a £60 installation charge and £50 for the extender. Complete rip off as it is plug and go! Go to amazon/argos and buy it. If you pay more you'll get faster speeds. I paid £30 and am getting 35mb.

    In terms of speed - varies greatly. I find the router itself useless. My Ee router which is 2 years old is better and reached the loft without a drop in speed. If there are any walls at all speed dropped by upto 50 megs.

    Feel really disappointed with the router's performance. You expect better as they rave about their new cables.
  • Reviewer
    Location
    Walton on Thames
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Words cannot quite express just how appalling this service is. Whilst admittedly it is super fast when it is working the percentage of the time that it is actually working is so infinitely small that it is about as useful as a waterproof teabag..
    I took the full package last August, phone/tv/broadband. After initially sending me a faulty TV box I managed to get the service up and running properly a month later. That is where the troubles began. Last November the broadband service started to crash regularly. Eventually they sent someone around just before Christmas who concluded that we needed a new cable installing from the road up to the house. That was finally completed on 21st February. The next day the same service started crashing again. Two weeks later an engineer came around and inspected the property, the box in the road, claimed some settings in the box in the road weren't right and it was now fixed.
    The next day it started crashing again. 2 days later, after paying to upgrade to the homeworks service just so I could get an engineer round in less than 10 days, the engineer came around and told me what I've quietly suspected all along and been telling the customer service reps time and again. The problem is not within my property. Its with the local network. They have a date for upgrading the network.... 27th June! These people are an absolute disgrace. I am switching to BT and going to make a formal complaint to Ofcom about these Virgin for mis-selling their services.
  • Reviewer
    Location
    Wandsworth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    BB line speed / WAN connection is very good but that doesn't mean so much when the wifi signal is so poor in adjacent rooms. Worst of all when they have an outage it takes days usually 2 or 3 , to fix. We have 2 or 3 long area outages per yr and in all cases it has taken 24 hours before they even send anyone out to look.
  • Reviewer
    Location
    Wandsworth
    Reviewing
    Virgin Media
    Date
    Comments
    I have been with Virgin on 70MB for 18 months now. For most of 2016, Virgin was 'upgrading' the local network resulting in frequent service disruption and speeds as low as 1MB. Despite the network upgrade, reliability is appalling with frequent disruption resulting in engineers apparently working on fixes for days. Now I have taken the 'full house' TV service. Firstly, no one should accept the TIVO box - its painfully slow, noisy with illogical menu structure and 1980s style video game graphics. Finally, if equipment orders are mis-delivered, Virgin refuse to accept responsibility and refer to Yodel, the delivery co.for resolution (who cannot replace the equipment, merely search in vain for days).
    CONCLUSION: SAVE YOURSELF ENDLESS FRUSTRATION AND USE ANOTHER PROVIDER.
  • Reviewer
    Location
    wandsworth, london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid Virgin Media like the plague. I get on average 1-2mbps with frequent drop-outs. Several modem reboots will restore to this poor speed. Customer service is dreadful and their site deliberately hides actually being able to make contact. 9-5 help is not acceptable in this day and age. I'm off to BT
  • Reviewer
    Location
    Wantage uk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Appalling Company to deal with when things go wrong. Starts off OK but prices hike all the time with little or no warning. Tried to discuss this and get a better deal but only offer to increase speeds and charge more. This was declined as happy with theb50Mb I get. Low and behold since these conversations and complaints about their appealing foreign call centres speeds steadily dropping over a few months and now down to 4Mb in the evening. All this for £53 a month. Lost many paid for TV services due to this. I am sure it is nothing more than an illegal sales tact to get me to pay more for the next level of service. And if I complain I end up with some idiot abroad, and I don't mean Karl Pilkington, who can't understand anything I say or vice versa, spend hours on the phone getting nowhere. If you want a great deal with great speeds by all means join Virgin, but at the end of the year leave or be screwed. Totally immoral company with the poorest customer service centre I have ever come across. Leaving this month thankfully
  • Reviewer
    Location
    Warfield
    Reviewing
    Virgin Media
    Date
    Comments
    Changed from Sky to get 50M Fibre. Only get this on non-peak times. At peak times we only get 1Mb/s which is shocking!! Getting hold of customer services to discuss is very difficult too!! So frustrated and getting ready to leave.
  • Reviewer
    Location
    Warlingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Intermittent loss of TV and broadband, complained 4mths ago, found out today will take months to fix utilities. Don't want you to know in case you ask for a refund. Unbelievably poor customer service.
  • Reviewer
    Location
    Warminster
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Installation engineer turned up today and stated that we already had cables routed - been in the house since 1999 and never had cable ... and he could not find any cables! It needs two people to lay a 1 metre cable so they will return in 9 days - meanwhile I will be without telephone or broadband. Children off school! Customer Service not interested. I have various dealings with Virgin and I am now considering cancelling my credit cards. I am flying club gold but looking at switching to BA.
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful trying to get connected to the the internet.Have had to rely on other family members in the the past to use their computers to print off important documents for me.Am now thinking of changing to another provider.
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ordered fast fibre optic to our home. It's been a month now and we still have no internet. Every week we get a notice claiming that Engineer would fix it it by given date X, but then on the given date we get another message that its postponed to date Y. This keeps happening every week now and calling in to the customer service number solves absolutely nothing. They can't do anything to solve it for you. Please avoid getting Virgin Media if you can, at least SKY delivers connection without problems!
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Advertised speed with fibre 100 Mb, promised speed 40-50 Mb, actual tested speed using this site - 12.18 Mb. Even Sky free standard cable broadband gave us 16 Mb and this is supposed to be superfast fibre. Poor service, pathetic broadband, keep away!
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I am paying for 100mbs but from my speed check results I am rarely getting over 30mbs.
    More annoyingly We watch a lot of catch-up TV and the the signal is constantly dropping causing interruption to the programme being watched. Virgin have tweaked the system but not really made a difference. I have had to buy and adsl cable to connect the router hard wired to the modem to get a signal on the TVs. Very inconvenient.
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Am paying for 100mbps, but only get around 3 in the evenings. It is a bit weird they are excluded from Ofcom's rules regarding leaving an ISP because of slow speed.

    When the contract is done, I'll be leaving.
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Customer since 2003 to 2017.
    Paid £82 per month.
    They advised a price increase but added insult to injury by offering a similar package to mine but with later router and newest TV box for £55 to new customers.
    That meant a new Customer would enjoy better service with beer kit and pay £324 per year more than me. If I stayed with them for another 16 years I’d be paying £5,184 more than the new Customer.
    Tried to haggle - offered £4 per month reduction.

    No longer a Customer. Note my capital letter on the word Customer. I think the Virgin management use a four letter version beginning with the same letter and also capitalised.

    Dreadful loyalty. Dreadful marketing strategy. Avoid.
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Called virgin media to give 30 days notice as I wanted to cancel my contract. The agent I got through to Miwa kept telling me I was failing dpa even though I was giving her the correct details (later accepted by Miwa). Hmmm doesn't quite add up does it. When I got through that charade she asked me why I wanted to cancel so I explained I no longer want their services, she advised that is not valid and would not process my request. I advised I will call back and speak to someone else. Within half an hour after the call my internet went down. I called back to tech support to find out my routers MAC code had been deactivated. Very convenient! At this point i was absolutely fuming. What a bunch of cowboys, to treat a customer that way is despicable. I will be raising a formal complaint against Miwa for the inconvenience caused and the terrible customer service. Surely her actions are against customer service policy and virgins duty of care to customers
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Husband receives a massive bill because our contract has finished, no notification of that, at all.
    Treating existing customers, despicably, we suggest you don’t bother with them. Computers are down we can’t deal with you, from a broadband company
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Whatever you do, don't show them any loyalty. At the end of my contract, they put the price up by £15/month. Retentions said that if I cancelled my contract then they would cut me off for 30 days and I would regret it!
    Go ahead, cut me off.
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Comments
    Utter shambolic provider, I was a new customer to Virgin I originally booked my broadband on Jan 27th we are now on 28th March 17 and I'm still waiting for it to be installed!.... 4 times my installation has been put back and I get a call the day before it's suppose to be fitted!!... blaming fitters and even the council!!!!!..... I have now cancelled this agreement and will never go to virgin again it's shocking... avoid at all costs there a joke of a company. Dare I say even worse than sky!..
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    My Virgin Media installation was all booked about a month-and-a-half in advance. I received a text on the day confirming that the installer would arrive between 1 and 6 pm. Waited. And waited. And waited. Still no sign. At 6.15 pm, I rang the customer helpline. After being passed through 2 different departments, one of the operators said she'd call the installation team directly. She couldn't get through to the installer himself but she spoke to his manager. He confirmed that the installer was just finishing the previous job and would arrive at my property in 5-10 minutes time. I waited. And waited. And waited. At 7.45 pm, there was still no sign. I rang customer services again. This time I was passed through 4 different departments. Finally, I reached someone who could help me. They said: "Oh, your installation has been recorded as a missed appointment now; the installer probably ran out of time and has clocked off for the night. He should have told you, sorry. We'll have to re-book you now." Hmmm. These things happen I guess. If I was the previous customer, I wouldn't want the installer to rush through a sub-standard installation just so he could get to a next job, but a phone call would have been nice. "OK", I said, "what time have you pencilled me in for tomorrow instead?" "Oh no, you'll only be able to get the next available appointment now" they said, "and that's in two weeks' time." Completely unacceptable Virgin Media - get a grip you absolute bunch of clowns.
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Absolutely sick of Virgin
    I have been with them nearly 30 years!
    Tried to leave today quoting expense old equipment
    They were not interested
    They know they have got you.
    Will not change for modern equipment so stuck with old obsolete box
    Why can’t you you just let people leave?
  • Reviewer
    Location
    WARRINGTON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      1 star
    Comments
    Cabled broadband is good. That's about all there is for this company., We've been with Virgin Media for a very long time, but during the last 2 years the customer service has got worse and worse. Just when you think it can't get any worse, it does.
    Switching was difficult. They claimed we signed a new contract for a phone line only, which we didn't. We cancelled everything. We spent hours and hours on the phone. If you're transferred and they can't persuade you to stay or to buy something else, they cut you off. Happened to us too many times to be a coincidence.
    Wireless connection is poor, you can't even get it at the back of the house. They sent us a pod, but it didn't help. Our internet box has been on the blink for a year, but they won't send us a new one. The engineer came and put in a new cable. It wasn't the cable, we all knew that before he started.
    To make it all worse, when we finally got it sorted (we think, though there's no guarantee) they sent us an email to get their kit back and none of the links in the email work. There is no email address you can actually write to, and if you try the "speak to a person" link on the website, you're told to install and use What's App instead.
    Don't use Virgin. Just don't.
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am using their so called fibre optic 175 mbps but net is extremely slow and on speed test I got download speed of 0.6 mbps. Utterly rubbish. I am switch to BT now.
  • Reviewer
    Location
    Warwick
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    The actual service was quite reliable however their customer service is appalling so my advice is DON'T TOUCH WITH A BARGE POLE!
    I was with them for several years but felt I was paying too much for a service with lots of features that I didn't use - asked to reduce level of service to reduce cost and was told (after spending a couple of hours on phone) that it was not possible -so decided to leave. Sent letters (by recorded delivery) and also contacted another broadband provider. It seems when the other provider contacted VM to transfer my telephone number the disconnections/retentions dept became involved- they offered me a decent package at a reasonable price and I was tempted to stay - I queried if the cancellation letters I had sent would affect anything and was assured that if I agreed to a new contract then they would not take effect. GUESS WHAT - go away on holiday and aware of a problem, so contact VM to find out that whilst I have been away my services have been cancelled from my letter! I spent over an hour on the phone trying to get my services re-instated - no form of apology - they admitted there was a recent contract but no notes on the system to say to ignore my cancellation letter so the service had been cancelled. They would happily set up a new contract but at a higher price than I had agreed- of course I refused and demanded to have the agreed contract re-instated - got passed between several members of their staff to be told the same thing - asked to speak to a manager - was told I was going to be put through, then the same person came back and told me the manager would say the same thing! I got cross and they hung up on me - AVOID YOURSELF THE STRESS - DON"T DEAL WITH THIS COMPANY - THEY DO NOT UNDERSTAND CUSTOMER SERVICE - GO ELSEWHERE.
  • Reviewer
    Location
    Warwick
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst company I have ever come across in my life. Clearly should have checked the reviews before signing up as it’s obvious I am not the only one left absolutely fuming with the customer service received.
    It must be compulsory to be rude, unhelpful and damn right arrogant to work for Virgin, the worst being the Managers.
    I warn anybody that is thinking of signing up to Virgin, it’s nothing but hassle. You get a better deal and can rely on Sky 100%, I have them coming to install tomorrow.
  • Reviewer
    Location
    Warwick
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I had only bad experiences with Virgin Media, from start to finish:
    1. Sales: I called Virgin Media to get broadband. The guy was on a Monday morning mood, could barely understand what he was saying, he made no effort to speak clearly, instead he started shouting in the phone thinking that might help. He gave me broadband and mobile in a bundle which was good as I wanted
    mobile as well, but thinking of getting it from EE. We arrange for service installation on day x between 13.00 - 18.00.
    2. I see one day that there is a cable lump coming out of the ground on my patio in front of the house. The patio looked messy, I could see that too. No one told me anything about this, so I thought it might be the council doing whatever works in the area. Really poor communication from Virgin.
    3. Day x comes and the technician gives me a call at 12.00 saying he will be at my property in 10 min. I say I'm away as I made plans for the morning and will be there just before 13.00 when the allocated slot for installation should begin. The guy shouts at me in the phone and says if I'm not there at 12.30 he will leave the property and mark this as a missed appoitment. Then hangs up on me. I had to rush through traffic as I was away on a course in Birmingham.
    Finally got home at 12.45 and saw the guy already drilled 3 holes in the house and mounted an outside box. All these without my approval and in my absence.
    I immediately stop him from progressing the work as it is a rented house and didn't have landlords approval. He immediately starts moaning that I am wasting his time and that I should've get the landlords agreement before hand. I say you're wasting my time as it is before 13.00 and in theory this is my time. I say I didn't know we had to drill holes etc as no one told me what the installation involves. I thought it will use the existing infrastructure in the house,
    i.e. just swap the existing router from Vodafone with the Virgin Media one and set that up. The guy keeps sucking his teeth and moaning about the waste of time. At 13.00 he leaves saying he won't waste anymore of his time on me. How rude! He made such a big deal of his time, that he actually screwed everything up and left
    at 13.00 when the allocated slot was starting. I wanted to mention it to him, the fact that before 13.00 is actually my time, but I was afraid the guy will snap and start being violent. So I left it there.
    4. Later on a lady from the pre-install team calls asking what happenned. I tell her the story and then say I would like to cancel my services as I didn't appreciate the technicians behaviour. She insists I should carry on with the installation and asked for an installation date. In the mean time I went to the agency down town to talk to the letting agent about this as they weren't answering the phone. They said it's ok to install and the landlord is happy with that.
    I informed the lady about this, but said I wouldn't be able to be available for the installation soon, so I'll go to a different supplier anyway who will post the router through the letter box for me to install it myself. She kept insisting I should go forward with installation. She put so much pressure on me and also started making me feel bad for not finishing the installation saying they went to such great lenghts to get another installation date for me. I realised the abuse and signed out saying I definitely don't want to go for Virgin Media services anymore.

    Now they ring me every day to ask me to install the services and every day I say no. I'll have to bar the caller at some point as this can't continue like this.

    Really abusive people. I would like to get in touch with a regulatory authority to mention this as I don't think this is good behaviour. I actually think it's abusive!!! If anyone is aware of this kind of authority please leave a comment to the review.

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