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
    West Bromwich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    So far been with Virgin Media for 24 months for the first 18 months I had TV (Tivo and V+) Broadband and Phone had been perfect. after my contract finished I cannceld the TV pavkage and upgrade my broadband from 100MB to 152MB now it my first time with VM and got to say the best ever. Even helped me but canceling a 3 months bill due to been laid off. THANKS VIRGIN MEDIA AND THANKS RICHARD BRANDSON NEVER BSKYB AGAIN
  • Reviewer
    Location
    West bromwich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    There is no exaggeration in me when i say that virgin media is utterly and completely rubbish i have never seen such a bad wifi connection or spoke to anyone who doesnt even help u with the problem

    I have contacted virgin media over 50 times now yes 50 TIMES and everytime i either get cut off or get told some next random crap which doesnt make sense or sounds stupid

    Its been months since my wifi hasnt been given signals and all ive been doig with my life is calling up this crap provider i dont know why in the first place i even joined this company its one of the worst i have ever been with

    Utterly rubbish
  • Reviewer
    Location
    West Bromwich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Without a doubt the worst service provider in the developed world. Shocking service, Sky puts Virgin to shame, had Sky for years and it never went down once, Virgin on the other hand goes down constantly.
    Really they deserve no stars
  • Reviewer
    Location
    West Drayton
    Reviewing
    Virgin Media
    Date
    Comments
    Worst broadband. Would not recommend to anyone. Every month my internet goes down and have to wait for a week or more to get an engineer come and fix. Again after few weeks the internet goes down. I have no internet for a week or 2 every month. I am wasting my mobile bill for calling them.
  • Reviewer
    Location
    west drayton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    not impressed by the speed
  • Reviewer
    Location
    west london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    myself and mother left BT to come to virgin.. worst mistake ever , she has been over charged with her first bill and still waiting for her to be credited , we was told we would get the refer a friend £50 credit added but nothing has come , now today i am told we need to fill a form out , the caller said she sent the link to our email , still have not received it . Am now speaking to someone and she has stated that i am not eligible for it as the form should have been filled out as soon as my mother had it installed, but at that time was informed we would need to pay the first bill and automatically would be credited . My mother also has been charged an installation fee when applying said no installation fee. I am very sad I have left BT to come to virgin when it seems they lie and get you signed into contact then shut down any offers you think you have. broadband seems to shut down more than BT also .
    Now I am asking to leave them I am tied into contract so when asking to speak to a manager , I have now been told she will ring me back as problems with them transferring me .... what a load of rubbish i am still waiting for this managers call . Angry is an understatement ....
  • Reviewer
    Location
    West London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Can’t wait to the end of the contract and leave VM, broadband constantly down and the agents make false promises. What a terrible company. The network is so old and lacks maintenance so the broadband is consistently slow and goes down regularly and the support centre staff area always blaming each other within the company.
  • Reviewer
    Location
    West London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Charging my £40 a month for the 200mbs Package, Line keeps going down and at the moment my speedTest only shows 12MB. The line is very unreliable. Not even a discount offered. I want to leave but I can't till my contract is finished. REALLY BAD SERVICE
  • Reviewer
    Location
    West London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Utter shambes. Virgin updated their systems knowing that this would cause loss of service to a generation of loyal customers who have been with them since the days of NTL. There was no prior warning. As soon as I phoned they explained that I needed a new hub but it is now 10 days later and they continue to fail to send us one. On Friday I called to explain that their system was yet to allocate a tracking number for our hub, only to be fobbed off by being told it would be sent over the weekend. Needless to say it is now Monday and no tracking number has been allocated, despite a promise to deliver by today.In short, this is contemptable customer service.
  • Reviewer
    Location
    West London
    Reviewing
    Virgin Media
    Date
    Comments
    I have left the star rating system out as VM deserve no credit.

    Had VM install fastest unlimited package, worked well, 3 weeks in I receive a letter from VM stating that I am abusing the unlimited download, I think it is a mistake as I paid the highest band for unlimited. 2 Weeks later VM switch off my broadband.

    After 1 month without any BB, I stop payments. I have to get a new number from BT as VM will not transfer.

    Over the next eighteen months, I get threatening letters from some 16 debt collection agencies, yes 16. I tell each one the facts, and they drop any further involvement, but VM send to another each time.

    I would rather go without ANY BB than sign up with Virgin Media, & I'm a Webdesigner.

    NO ONE SHOULD SIGN UP WITH VM!

    I simply do not believe the positive 5 star ratings found here.
  • Reviewer
    Location
    West London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AWFUL - Just awful. I have been with them close to 5+years [ Broadband &Phone(which is another story - now with a new provider) ] Broadband has been on the slide for last 2yrs ? Customer service are USELESS. Most cannot speak english and (as someone has already mentioned) when you phone them the FIRST suggestion to remedy the problem is the drone "Have you rebooted / reset your router" - Umm YES - Have rebooted it HUGE number of times, how about re booting the managers and the staff at %£$%£Virgin ? Broadband speed is SLooow. I am supposed to get 100+mb and I will be lucky if I average 50% and as for upload speed - Rated at 5mb. Last 2 months especially, I have been having lots of problems. After a while you just give up phoning their "customer service" as they are next to useless. Wait time for someone to come out to rectify any faults is 4+days I have given them notice and going with a pricier provider, at least I know they are reliable and consistent. Unlike the disingenuous bunch at Virgin. Classic, after having requested a new router for the last 2 years and being told that "Router is fine". I finally gave them notice and immediately was told "oh, I can see you have a old router, we can send you a new one which should sort out the problems" !! Really -- Perhaps YOU should refer to the customer notes as to me asking YOU to send me a new router ? Oh, we can knock 5£ off the bill , ha, after having ripped me off with price increases and NO service improvement, not to mention that when you knocked some money off my mobile, you STILL took the full amount !! I had to keep ringing you to get the refund ?

    SERIOUSLY = a VERY sad company which is going down. West London ( where I am based ) should have good internet connectivity - Right now - my the internet goes off aroud midnight. Then around 12pm it might come back ... While there status page shows "all is fine" "we are doing wonderful" - Disjointed, dysfunctional is what this bunch are - All I can suggest - AVOID AVOID AVOID
  • Reviewer
    Location
    West Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Dismal. SLA is a joke. Ask them what happens if they fail to achieve the SLA.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Every two to three weeks it goes down status checker says no problems for a few hours log in wants to book an engineer. Another hour it says we have a known issue late PM it works again
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    DON'T BE TEMPTED BY THE INITIAL OFFER!
    I have been with Virgin Media for around 7 years at 3 different properties.
    When I moved from my 1st to 2nd property I had no issues and the transfer was smooth but it all went down hill from there with them trying to hike prices at least twice a year mid contract. Every time I had to phone to contest taking 2 or 3 phone calls of anything up to an hour. When me and my partner separated I could not move my account with me and had to set up a new one at my new address. Virgin messed up all the passwords so I could not access either account for nearly 3 weeks with multiple phone calls. Had to do a transfer of contract responsibility to my ex so she could take over the bill but they couldn't even get that right after 5 attempts via phone and post. Got that frustrated I just cancelled the account and she had to open a new one in her name. Messed up my passwords and email again and they tried to close both accounts saying that I owed them and early exit fee.
    Once I got all of this sorted towards the end of my contract an offer came up online on my personal account where I could add the TV and faster broadband to my package for a total of £37 a month. Should have known better than to try and upgrade!
    Received email confirmation of price and package details direct from Virgin Media and my new TiVo box arrived later that week. Set it all up and within a week got my first bill which was over £22 more a month than quoted. Here we go again! 42 minute phone call with no result and the promise of a call back from a manager the next day. No call back. Another 47 minute call where I emailed the proof of the price while they were still on the line to the email address they were spelling out for me, only to be told they couldn't access that email and a manager would call me back in 24 hours. Nobody called me back. Another 75 minute phone call speaking to 4 different people and they finally reduced it to.......£37.50 and I was told this was the closest they could get the package. These phone calls were the ones when I actually spoke to somebody after multiple times of being on hold for 20 to 30 minutes and then them hanging up.
    After taking a tv package I realised how little there was to watch on Virgin as you have to pay for the larger bundles if you want any of the sky channels and a large percentage of what is available on Freeview for nothing.
    This contract ended on the 28th of December so Virgin decided they now want to charge me £59 a month for the privilege of rubbish tv, a landline I have never used and averagely performing broadband. A few days later an email also informs me they are putting their prices up a further £3.50 as well!
    I phoned them thinking I will be able to haggle and get a cheap deal as usual but not this time. The cheapest they would do broadband on its own was £37 while new customers were getting it at £28 so I have cancelled finally.
    Oh and if you are late paying your bill they will phone you 2 or 3 times a day without fail until its paid but you cant contact them most of the time if you have a problem.
    If you have got to the bottom of this review I strongly urge you not to give Virgin Media your custom as they are rip off merchants of the highest order and their customer service is non-existent.
  • Reviewer
    Location
    West midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Can not rate Virgin enough. I have waiting for 1 month for BT to set my internet up... Been messed around so much, they were rude, useless and didn't seem to care about losing me as a customer when I cancelled my contract. Virgin were so helpful, efficient and got my internet working in 48 hours - can't fault them at all!
  • Reviewer
    Location
    West midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    It never works. Always just crashes. When it does work (which is extremely rarely) the speed is decent but that’s all that they have going for them. I recommend going for a different provider with slower speed and that is CHEAPER as virgin is extremely unreliable and really annoying.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I had an old virgin package and it was very bad - "surprisingly" - and my dad decided to buy a new one. The seconed best one that they offer. For the first couple of days it was brilliant. All the family could use it and now, even though they promise us a good connection. Its absolutely terrible. Even when i am the only person in the house, it still lags out when one person is using one device! And nothing else is even connected! Its got to the point where i am thinkung of getting rid of my xbox because i am unable to play online at all. Virgin say they care about their customers when really all they care about is money. I wouldnt reccomend virgin to anyone ever.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The broadband speed and reliability was definitely not as advertised but, as I don´t stream or game, it was okay for me.
    However, I am now disgusted with their service and attitude.
    I am about to move house and I attempted to move my service over only to discover that they do not cover the area I´m moving to. I was then horrified to discover that they are charging me 150.00 because they can´t provide me a service.I was actually told that it was my fault for not checking if the new house was covered before I bought it. Not really a top priority at the time.
    I was advised that they were entitled to charge me as it was in the contract. I had, however, never received a contract. I was told that it was my fault as I should have chased Virgin when they failed to send me a contract. It was a costly oversight of mine but I hadn¨t realized. They never failed to collect their monthly payment.
    The customer service operative was condescending. She excused their inefficiency as "human error" but my actions were foolish & any consequences my fault. Awful people.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was a Virgin Media customer for over 10 years, and to begin with everything was great. around 4 years ago at our previous address we began to have problems with the broadband connection, it became intermittent and extremely slow (around 1mb/s instead of 100mb/s). After contacting their customer support team they advised me that this was due to an overiutilisation problem in the area and that it was scheduled for work to be completed within 6months, so i bit the bullet, they reimbursed me the cost of the broadband from my bill and then i just waited, and waited and waited... Finally after 12months of waiting I moved house (the problem still hadnt been fixed). So moving house, new area... no overutilisation problem... WRONG! Again, the same problem, so again.. im waiting, and waiting and waiting... I felt angry... id been sold a service at my new address that VM couldn't deliver on! I'd been tied into a contract to which VM could not deliver, after lenghty conversations with their customer retention team they finally agreed to release me from this contract that they were unable to provide me with the services i was paying for! So i bit the bullet and switched to EE Fibre broadband, I couldnt believe the diference in speed.. ive read reviews on EE and most are poor and i believe relate to the ADSL connnections. Let me tell you from first hand experience their packages are a good and fair price and the service they delivered has been second to none. Im more than happy and as long as the service continues i would have no reason to leave. I will NEVER use Virgin Media again. Lie after lie with them to keep you onboard, and when they cant even provide the service youre paying for they dont want to let you out of the contract? Is this even legal? I was always under the impression that if they are unable to provide the services through their fault... which it was, then they have to release you from your contract? They didnt want to! Terrible service, terrible company! If your over utilised then stop selling the services until you can manage the numbers you already have!
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst providers ever. Waste of time and very cluless. I have been getting charged a very high amount for my broadband than what i originally agreed for over the phone. When you get to customer services it takes more than 40min for them to answer and when they do they are not able to help or understand the customers problem. They place you on hold for more than 25min to end up with no answer or them hanging the phone up. Very rude and i definitely would not recommend them to anyone. They are expensive and their broadband speed is awful for the amount that am paying. On top of this they end up saying the reasons your media contract has gone up is because of the inflation prices even though i confirmed i have not received no letter nor an email about this because if i new i will be getting charged that ridiculous amount i would have cancelled it there and than. Their communications are awful and do not listen or just keep you waiting on hold for a very long time.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Reliability
      1 star
    • Speed
      1 star
    • Customer Service
      1 star
    • Satisfaction
      1 star
    Comments
    Horrendous in every way possible!

    After being kept waiting on the phone for 28 minutes and explaining the constant issues with the broadband service dropping out at least 5 times a day everyday, I was told there was an intermitten issue which was low priority. Passed to other departments where the calls were cut off multiple times. After reporting the issues to different departments daily,I was told ther were no issues reported to do with my account and called a liar.

    Absolutley scandalous the way that you are spoken to on the phone, any issues you have are low priority, passed around from pillar to post and no one is willing to listen.

    Customer service is none existant, constant nuisance calls on the phone line and when we finally had enough and wanted to disconnect they asked for £160 disconnection fee plus 2 months worth of bill.

    Virgin Media is the worst company I have dealt with please feel free to join their service if you want service provided by clowns and extortionists. Would rate them into minus figures if possible, they are a service you really want to avoid.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Tried to install Virgin superfast broadband in my new home after being pleased with the fast speed in my old home and putting the lengthy delays for installation down to one-off problems that would not be repeated. Total nightmare!

    Booked installation on three separate occasions. On each day, you are asked to take a half day off work but nobody turns up and the format of my day was identical:

    1. Lots of promises from a helpful sounding phone team all day long that the technician was on his way to my home, held up but would definitely come albeit late. Every time that you phone them, you are made to wait for 10 - 40 minutes (whilst paying for the call if your Virgin phone line is not yet installed).

    2. Around 7pm to 8pm each day, the technicians switch off their phones and go home. The helpdesk people then admit that they cannot get through to the installation men any longer and ask you to call back in the morning to rebook another installation day.

    3. Call back next day (another long wait to be answered), only to be promised the "first available new installation date" a couple of weeks away.

    4. This cycle repeats itself endlessly with no actual installation.

    Other issues are:

    a) your contract arrives with a higher price than you agreed to. This also occurred on every occasion that I renewed at my old address. You phone up, only to find that your old price has mysteriously disappeared from their system and settle for a new price. A contract for this lower price is promised but NEVER arrives. Result: the only paperwork that you possess is for a much higher price than you ever agreed to.

    b) Issue (a) above is irrelevant really because one or two months into your 12-18 month fixed price contract, Virgin will increase your prices anyway. Expect two or three price rises during your 12-18 month "fixed price" contract as this is what I regularly had at my old address. Each time, you have the right to threaten to leave (without penalty) and renegotiate a new contract, but of course this involves the long wait for the helpdesk and hassle that you could do without.

    (c) If you find yourself still having no installation after three booked appointments, you switch to another broadband provider and then have to argue with Virgin to get your money back, with more promises of new dates for installation.

    Yes, the service is fast and cheap if you ever actually finally get it installed and are willing to fight over the price every 3-4 months, but if you actually want a reliable installation with a company that you can trust, then Virgin Media is not for you.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Comments
    Awful customer service. Wanted to cancel my broadband, was directed to wait "a minute" by a representative who then proceeded not to transfer me for several minutes, instead just muting on his end.

    After an hour, I had to hang up. Regular people don't have several hours to just wait on the phone. My issue, unresolved.

    They have no desire to help and certainly work as hard as possible to make cancellation a miserable experience.

    Avoid at all costs.
  • Reviewer
    Location
    West midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin media is absolutely ****. Do not ever go with them. Main lines been damaged for 2 months. After 2 visits they realised the main lines have been damaged. Now after three weeks they rescheduled the appointment and postponed for another 4 weeks. What a joke! I call customer service up and they just say nothing can be done. They didn’t notify me about the rescheduling.

    But imagine 2 months without stable wifi. WHAT A JOKE!
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I placed an order through my work with virgin media partners, the deal was full house movies with vivid 200 at a reduced price. I received an order confirmation the same day, this service required me to set up a direct debit, credit check and confirm an installation date.

    After a week (26th February) I still had no news so I called up, sales said they could see the order but they couldn’t process this due to no authorisation codes. I then spoke to pre installation and after around 30 minutes I was asked to send my order confirmation to kenneth (pre installation manager). I received a call back at 16.29 on 26/02/2019, it was then confirmed Kennith had reviewed the confirmation and virgin would honour the order confirmation. I recieved the paperwork for my new service which all stated £60 per month. I emailed Kennith to question this with no reply.

    I rang again on 1/03/2019 at 10.36 and spoke to Ranjit. He spoke informed me the call was being recorded and confirmed the £45 per month price after consulting with Kennith. I asked about the cashback and Ranjit said he would need to confirm that again with Kennith. I requested an email to confirm the price and he said this would be no issue. He said he would call me back to confirm the answer on the cashback and would send the email confirmation of price after, neither of these happened. I then proceeded to send multiple emails to Kennith to try and find out what’s happening all have been ignored.

    I phoned up again on 6/03/2019 at 11.19, the service operator spoke to Kennith and is now informing me they cannot do the deal previously agreed, I asked to speak with Kennith which I was told he was on another call, I was offered a call back which I agreed but this never came. Terrible customer service.
  • Reviewer
    Location
    West midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    I was happy customer for about 5 months, until I needed to change address. Before that internet was fine, very fast, but quite often there were moments of crash. Week or two before moving home I contacted with them, and gave all details, unfortunately there was no cable and socket at the property, so engineer needed to come. They supposed to connect me at 25th July, but day before that date I've got information that there's some problem with cable on the street, which need to be exchanged and we need to wait 2 weeks. Ok, we understood, waited until 8th August. Day before that date I got a call, they can't do this, but they will connect us at 18th. I was angry, but what could I do? Later again day before installation I got a call that they found some blockade that they need to deal with, and they'll connect us at 31st.. Got really angry, after few harsh words I heard that they put us on priority list, when asked about discount we heard, that they can't do anything, but we will be connected soon. To make sure that we're finally going to have Internet I asked TalkTalk to connect us as well. Two days before virgin supposed to connect us.. Guess what, I got a call! Again saying that they can't do this on time, and we need to wait until 12th September! That was really bad joke. I said thank you, I want to cancel my appointment and finish agreement. Then the man tried to keep me and told me I may get some discount on broadband.. They are really funny.. Next day engineer from talktalk came and in two hours get us Internet. The people in customer services are terrible, always some Indian or Pakistani speaking in way that I need to ask them several times to repeat and barely understand anyway.. Also I know that virgin every half year like to rise prices, because that's how they treat my mother. She's also going to leave them. Maybe when people go away they will do something with this. I'm very disappointed customer.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Do not sign a contract with Virgin Media

    I do not have too much of a problem with their services (apart from the fact that when living in Leeds the 100Mbps broadband would drop to 6Mbps). We have been with Virgin Media for 15 years, however when we moved to a new area we were forced to sign a new contract. On moving again (a few miles down the road) it turned out that Virgin Media had neglected to lay cables on the new estate. Despite them failing to provide internet access they have refused to wave the £200 fee for termination of contract. At no point did we want to break the contract but they cannot provide us with internet in our new area. The 15 years of custom did not mean a thing and they are demanding the money, which we refuse to pay.

    Do not sign a contract with Virgin Media as they have no scruples as a company. There is a lot in the press about the rip off broadband providers. They have been miss-selling their product for years.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful customer service! Downgraded my services in March to save money they locked us into another contract and now they want to charge us £240 to leave even though they can't provide a service to my new house. Disgraceful!!
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Terrible customer service is none! They have good services and most of the time reliable but if you have a problem your on your ear they do not care. I’d say but the service it’s self is good but then I think actually it isn’t because they make you pay for it and there are better companies that have good services but also actually care amount customers and not just profit margins I would never recommend this company
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Virgin's email system is a complete joke, for the second time this month it has gone down. The last time is was down for over a week and it took 9 calls to about 26 different people before it was fixed.
    Now its gone down again and quite honestly I'm not prepared to go through it again so I'm quitting them, they're not worth the stress of trying to get the service that you pay for.
  • Reviewer
    Location
    West Mids
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am a customer of 8 years, Virgin dont hold that info so clearly arent concerned about how long you have been a customer. They have badly handled a new installation of media tv and internet. My virgin iphone had a fault for over a month and the installation took over 6 weeks. Don't use Virgin unless you have to, it's difficult to create a complaint and they never call you back. If you manage to get past the automated call system, all calls go to the Phillipines even if you are in regular contact with the UK over a fault. They cant put you through and email the UK and then UK call you when you are at work and you miss the call. The Phillipines will tell you all the engineers are male (1) the Equality Act 2010 hasnt reached them yet! They failed to bury the cable to the house and left it entirely exposed in the front garden, no-one has yet apologise and no-one has yet dealt with the complaint
  • Reviewer
    Location
    West Sussex
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    My reason for grading the reliability on 3/5 is because I have had sporadic / buffering broadband for some time. However on Monday I decided to call Customer Services. They checked the service and immediately booked in an engineer, who came this morning. He was kind and helpful, couldnt do enough to help me, and was lovely to my nervous pooch too! He upgraded my box, and gave me a cable for the Now TV box I had recently purchased. My experience of customer service from Virgin has been 100% excellent! Thank you to both those I have dealt with at Virgin media.
  • Reviewer
    Location
    West Wickham
    Reviewing
    Virgin Media
    Date
    Comments
    Absolutely awful, ever since I have started using virgin I have received a shocking 2mbs at the most even though I am giving money for 50mbs which will apparently become 70mbs.This is getting so bad to the point where I am having 72kb at the time of writing this. The virgin help line is also awful because I'll either receive the generic "turn it off and on again" response or a temporary fix that lasts an hour. I am also receiving a packetloss of about 5% making it challenging to complete my work online. Finally, after contacting virgin through the help line they said they are under maintenance until April which is shocking coming from a company that has a space program.
  • Reviewer
    Location
    West Yorks
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Virgin are known for their diabolical customer service, a reputation well deserved.

    Their claims are massive, their product fails to deliver.

    You could always complain but, have you heard about their customer service?
  • Reviewer
    Location
    west yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    OK so this is now a part two of three I guess, my first was a couple of days ago, and an engineer has come out since then.

    Long story short, all was fine for 3 weeks, then for almost a week the system was working only at 12mbps anywhere really, then just literally minutes before the engineer slot was to happen, it jumped up to 80mbps in the living room (hub location) only.

    It fell back to 12mbps. 2 hours later, the system again jumped up to 80mbps in the living room and a better but paltry 30mbps in the kitchen, twelve feet of open doors away.

    Five minutes later, the engineer said he would be there in 5 minutes. I know, right?!

    Engineer does his bit, discovers two faulty connections, and as a result of one the phone began working.

    The eventual decision to change the hub box seemed moot, as it behaved in the same, better, but changeable fashion.

    Here is the upshot of the visit:
    - faulty phone connection sorted
    - faulty/not fully plugged-in fibre connection pushed fully home
    - wifi began behaving as follows:

    Cyclical, seemed to go fast then slow in cycles of a few minutes. I began to think virgin had a special way of throttling, that did not choke the data speed to a fixed low level, but cycled it high/low for five minutes each.

    Hitherto, I was able to treat power of wifi as inter-related with speed in mbps. IE if we had 4 arcs of wifi, your speed was good.

    The virgin system is not like that. I have wifi boosted it to heck and back, and it still just permits 12mbps. this is too clever to be by accident - 12mbps just about permits HD video but of course the BBC iplayer, has dreadful and unusable lag at these speeds.

    12 feet, and the signal has to take a left turn into our kitchen...dead. From 87mbps, to 68mbps in the lobby then 14mbps in the kitchen.

    I find the entire matter confusing. I think, there IS throttling of some type occurring, BUT another component has become apparent - I need to make use of my old ASUS 68 router it seems, that I used to avert all the BT hub problems we had, for similar reasons.

    Virgin in common with BT, seem to meddle regularly with their hubs/wifi units. So, in short, the advice is to get into your virgin hub (xxx.xxx.x.x address you can google it) use the password off the bottom of the hub unit, and set it to :

    MODEM mode.

    Now, the virgin unit does not do wifi. Now, you can use a decent unit to do that with, and ASUS certainly is an improvement. It has aerials and stuff.

    So now, I will be able to deal with a known quantity, that won't update unless I make it, and the virgin unit just acts as a modem, not modem and router/hub.

    Basically, someone else online has a video and all they did apart from the settings thing, making virgin box modem only, was take a rj-45 and cat 5e or 6 cable, from virgin box to asus router.

    That's as far as my planning has got. Part three, will be when I have solved this, by actually implementing a solution of the type outlined above.

    Setting the virgin hub to modem only, is by logging in to that xxx... address as above, then putting in the password on the bottom of the hub unit of virgin's, then it is in 'advanced' I think, or 'router' or something to set it to modem only.

    Back later with results, I cannot fathom a company producing the most advanced infrastructure in the company then lumbering customers with a creaky under-powered microwave unit (that's what wifi is).

    I also saw a guy advise on how to pump up the power of a BT hub to reach anywhere through walls galore, but my brother said ' You sleep right beside that hub don't you bro?'

    I think he was implying my brain would get fried. I bought the ASUS and put tin foil behind it instead. Part three later then...
  • Reviewer
    Location
    West Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    The Virgin Broadband sometimes goes off and doesn't come back on for a while and when had TV channels and movies they kept freezing.
  • Reviewer
    Location
    West Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Shocking customer service. Iv been told nothing but lies from them. I definitely would advise everyone to keep clear from them
  • Reviewer
    Location
    West Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I Ave been with virgin foe over 2 years Andy bills Ave never gone out on te due to when I get paid but now this new thing in place where they block u from watching 1 thru 5 is disgusting as well as suspending ure services u Ave a banner thru 5 channels constantly until the bill is paid so these are also not watchable and been advised it cannot be removed until bill is paid this is a joke not only do we Ave to pay for free view channels with them but now one to five I've just cancelled account with them and would not recommend them to anyone
  • Reviewer
    Location
    West Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Well, shucks, don't I wish I had read these reviews first.

    This is the end of September 2018, and about two weeks ago we had our Virgin installation and for about ten days it was almost incident-free bar some restarts out of nowhere, and my 'ookla' speedtest app on the ipad recorded 70mbps.

    That is the good news over.

    The entire town has been ringing to the sound of two-stroke stone cutters as pavement after pavement has a slot dug and fibre cable laid. Now, I could carp and say as I am no longer full-time employed, this ruined the best summer weather-wise I can remember...but at 200mbps promised, it seemed churlish.

    Now, two warnings arose as the salesman pressed us - one, he did keep saying 'megabytes' to describe the speed. It is rated in megabits per second or mbps for short.

    Two, he was not actually all that keen to flog us the 200mbps, preferring to labour on about cost savings per month and the 100mbps package.

    I will save you wondering why - when I called yesterday saying my 200mbps had dumped to 12mbps for the last 48 hours for no reason I could find, the obfuscation and lack of clear or helpful tech support came shining through.

    I did have to be pretty rude at times to for example, not accept the techies view that it was important I wasn't in the same room - I explained it was ten feet and an open door.

    He wouldn't shut up, motored on with a rapid wordage and accent that I could not figure at times. I literally had to let it all float over me and just say what needed said at the end. It was motormouth like sales patter is when it is flannel.

    He said it was the hub needed settings changed. I was agape. 'Let me be clear, you want me to log into my hub and put the password in to make technical adjustments?!' I said absolutely gobsmacked.

    Yup, he wanted me to start adjusting widths of channels for the wifi.

    I stopped him. NO I said. The tv apps started to show a buffer circle, and then I went to the ipad app to check speeds on the line.

    The tv is hardwired into the virgin kit by the engineer. It is all cables, I said. All together. It all worked and my app showed 70mbps until Wednesday midnight or so.

    It has crunched since then.

    I left BT because of incompetent technical support and installations botched. (They used an old alarm cable - no really - to put the 70mbps signal through. For the technical, it's got no shielding and it's only good for phone calls. I installed it pre-broadband FFS. It has no markings like cat 5 or cat 6 or cat V so the BT guy ought to have known. Upshot - 8 months of intermittent failure and changing parts in my PC until I found out what the muppet had done. Anyway....I fixed that, and we just had to tolerate the very average mbps thereafter.)

    Back to Virgin...we have a tech appointment booked. Now, Rakesh on the phone, said it is a hub that needs replaced. I know this is unlikely. I say, Virgin have throttled us back after a ten-day honeymoon, and it's gone to heck since half the town switched to Virgin, following the outrageous promises and the summer installing.

    I am an IT specialist. It's not the box, unless the box has an emergency backstop to go to 13mbps or so, which it has now defaulted to, because some part is fried.

    Rakesh said initially it was an auto adjust patch of software that had failed to work properly, hence the manual attempt to make changes.

    Blah blah.

    Not happy...I can smell what's coming, I will not have 11 months of this before bailing. BT was better than this, even if it did take an ever-increasing sum of money and 18 months to get stable. Oh, plus I got a good ASUS hub with three aerials, and a piece of tin foil behind that, to magnify/focus the wifi forward - it works.

    So here's the obvious rule emerging - it costs £1 per mbps to get broadband that's good, along with a phone line etc. per month.

    We are on a 200mbps with Virgin and the best I saw was 70mbps for ten days. At half price of £34 per month - there you go, if it works, it is only 70mbps not 200 but that's good enough, and surprise, £1 per single mbps. BT ended up at about £67 per month for 40mbps to 73mbps.

    They only came up once Virgin started digging and stone-cutting.

    This broadband lying thing, is so commonplace, not even regulators expect or can enforce anything else.

    The practical fix for us is to go back to BT and using the freeview channels on an ancient skybox and satellite dish.

    My problem is even if Virgin fixed this on Monday, at the tech appointment, I have no confidence until ten days or so are up, and if it plunges, that will likely be it for me.

    I don't want to argue all day with a tech guy I cannot understand. I don't believe they know what they are doing, and they seemed pretty able to fob-off. Were I less forceful or less knowledgeable, they might have told me it was ok, and signed me off when they tried to get me to watch the tv app and if it was ok, say all was good.

    Unpleasant, patronising, circular, I just find this tiresome, this broadband baloney. I buy a car, I expect a 2 litre to be 1998cc at least. Don't sell me broadband quoting 200mbps, lie about the faults that arise, then try and make me wear the 5% of that service I get soon after install.

    No, it won't do.
  • Reviewer
    Location
    West Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The Internet couldn't be worse. Steer clear of Virgin media and you'll save yourselves a headache and the realisation that the owner is a moron

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