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
    3.1 stars

Based on 956 customer ratings since 2023-05-22 (Show all time ratings)

Visit Virgin Media   Read our Virgin Media buyers guide

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

4,691 Customer Reviews over 118 pages

  • Reviewer
    Location
    Northampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Really bad costumer service, they change your appointments when ever they want and costumer service shows big attitude!
    Be careful before joining Virgin Media!!!
  • Reviewer
    Location
    London SW
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Have been a customer for several years, because when it works it is hassle free and we have nothing else to compare it to, having not had cable TV and broadband from any other supplier. However...

    'Customer service' is not only difficult/impossible to get through to, but often woefully inadequate or downright useless. We have been having problems with our broadband for a few days, which affects so much of what we do. Having booked an engineer to fix it, with very inflexible and wide time slots offered (surely with mobiles/email they can narrow the times down a bit ?), the engineer not only visited the wrong property, but also failed to alert the residents of that property to his arrival before leaving a 'you weren't in when i called' card. Trying to re-book an engineer took more than one hour on the telephone, to a call centre in India where English is far from a first language. By this time my normally placid, philosophical manner had turned to volcanic rage. I now have to wait another TWO DAYS for an engineer to come. Meanwhile, we are paying Virgin the normal direct debit because if we didn't, we would be cut off without argument. Any partial credit to our account for inconvenience etc will be limited to a daily rate which is inconsequential. All in all, very bad indeed.
  • Reviewer
    Location
    sunderland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I dream of the day when I live in a country where I'm not ripped off by companies!50m phhh lucky to get 5. Basically virgin are over subscribing and can't keep up with demand and are reducing speed across the board to compensate!
  • Reviewer
    Location
    bournemouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    I would never recommend anyone to use virgin business. I agreed to move fro BT to virgin because there was no superfast broadband yet in my area apart from virgin. So signed up for phone line and 152mb broadband. Was given a install date and took the day off work by 4.00pm no engineer so i called virgin and to my amazement they told me a engineer will not be coming now. if i had not called them i would have never known. So told them to cancell everything. They are totally incompetent and organised. Dont touch them
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Good points:
    - The set up process was simple.
    - Customer service of installation staff was brilliant.
    - Internet speeds were great (when internet was working). Could stream movies etc. on two devices at once with no problem.
    - Online account useful to check bills/payments etc.

    Bad points:
    - Internet would cut off sometimes, and on occasion not reconnect for an entire day, even when Hub is restarted.
    - Price increased by too much within the contract period. And was already a bit expensive in my opinion for the service being provided.
    - Customer service I received over the phone was terrible. I couldn't understand the advisor (as his English was poor), and he couldn't understand my accent either. This made what should be a simple process of ending the contract unnecessarily complicated.

    Cannot comment on parental controls as did not use them but they are offered.

    Overall the broadband itself was great (speedwise) but at times unreliable, and customer service over the phone was awful.
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    The student packages from Virgin media are, like most student living packages, extortionate. For the price we were paying I expected fast and reliable broadband, instead we got slow and patchy. Most days we would have to start the day by turning the box off and on again to kickstart the wifi. Most weeks this had to be done numerous times. For a house full of students who have mountains of research to do each day, ensuring the broadband is working is at the back of our minds. This problem has occured every time I have used a virgin box, and unfortunately my new accommodation is exactly the same (we did not get a choice of broadband provider). Never again will I be using virgin for any kind of media, I can't trust it.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    The service is unacceptable. Since we moved it got worst. We were told that we can be reconnected after 18days because there is no technician available earlier! We can't stay so many days with no internet and they don't care because we have a contract and if we want to resign we have to pay 120pounds! If they don't have enough staff they should get more because the customers can't wait for that long! Is unbelievable..we are in 2015! In London
  • Reviewer
    Location
    stevenage
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been a trying to terminate my account for over a week I had been left on hold hung up on and spoken to in ridiculously poor English.
    The customer service is at best incompetent at worst a bunch of sadistic morons.
    If you like spotty service and being ignored or generally treated poorly then these are the guys for you.
  • Reviewer
    Location
    Allan
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not go with virgin!! They have made a huge hole in our wall upon installation & are now ignoring us when we are asking for someone to fix it. Our landlord is going to deduct £300 from our deposit to fix it.
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    miss sold me, I bought the big bang deal and I have no channels what's so ever. I rung about this and was told there was nothing they could do except upgrade me and charge me more money, or cancel at a charge of £300. they have ripped me off badly and I am going to take this a lot further I can say be warned and don't go with them as soon as you have bought into the package its out of their hands. If I can take this to my solicitor I will be doing and prosing this further.
    I am so angry with them and I will definitely be changing had nothing but trouble and problems ever since I get the shit.....
  • Reviewer
    Location
    Wakefield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I was customer of Virgin, then switched to BT over poor service, now I'm back with Virgin due to low pricing and I'm filled with regrets. Even after changing all cables in my surrounding area few years ago internet still drops occasionaly for 2-3 hours showing green arrows on my router(always when you really need it); Furthermore connection speed is 100mbps only about 40% of times, rest of time it seems to be between 10-60 which is nothing like what it's supposed to be, also when trying to play games and download files(not torrent, just FTP) my latency instantly jumps to 300ms.
    I've been calling engineers so many times that I cant count anymore, they kept changing devices around house but that's not the issue here, neither are the computers(never had problem with BT).... In general if anyone wants to go for Virgin media i'd suggest to pay a bit more and choose any other internet provider in your area, unless you've been told otherwise by experienced FRIEND not virgin media employee!
  • Reviewer
    Location
    lewisham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    not quite the fast speeds i expected. mostly very slow and often not enough speed to watch iplayer smoothly!
  • Reviewer
    Location
    WALES
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Sadly I am becoming annoyted with the poor and unreliable speed of Virgin Media Broadbacn Internet, Supposed to receive a speed of 50 , but barely getting 14. so will be looking to anothe rprovide shortly unless virgin media resolve asap.. Unsatisfied at the poor slow internet speed
  • Reviewer
    Location
    yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Today I called virgin media to request that they transfer my currant package to my new address. We are having to move due to ill health. I was informed that they could not supply the system to the new address as they are not in the area. I was then informed that I would have to pay a cancellation fee for the remaining months of the contract. I feel that I should not have to pay this charge because it is not my fault that they do not supply to the area. I was also pressurised to use a company they recommend to find me deal with another supplier (Sky)and this would get me £100 worth of vouchers. I would also get a reward if I inform them of the new occupiers of my property, and then they can harass them. I would not recommend Virgin Media to anyone.
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Not long ago I renewed my contract with Virgin media for an iPhone 6. The phone makes me want to kill myself on a regular basis as it forgets my internet and always asks me for the password even though every time I connect the password should save. The option to remember my internet and to automatically connect is turned on yet it still fails to connect itself and sometimes it can't even pick up my internet. My internet is also with Virgin media and I hope that they fix their shitty internet
  • Reviewer
    Location
    SW3
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin Media's customer service is so bad I would strongly recommend that no one considers purchasing their broadband through them. I categorically have not had such a terrible experience in my life. In two weeks it will have been 6 months since I purchased Virgin Media and still I do not have it. The amount of contact I have had during this process has been appalling including not informing me of cancelled installation days - leaving me sitting at home for not reason at all. It is just not worth dealing with this company.
  • Reviewer
    Location
    Plymouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Im on an 18month package with 6 months left, i currently pay £38 a month for tv with less choice than free view, phone which i don't use so in essence just broadband. Rang up to speak to an advisor who was extremely rude and arrogant. What started out to look like a good deal really was nt and fully regret it. The ti vo box is an absolute joke, records random crap, temperamental to use. I would nt recommend this service to anyone, i was offered to reduce my bill to £33 with some extra channels but with an additional 6 month contract, after speaking to the customer service rep i would nt give her the satisfaction...........What the hell happened to politeness over the phone, I'm sure Mr Branson would expect better
  • Reviewer
    Location
    Enfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I deal with Virgin Business lines and have it as home.

    It is awful for both, delivery times are terrible, service is terrible and they are no longer cost effective any more =(. All round terrible for the last 4 years and getting even worse.
  • Reviewer
    Location
    Kingsteignton (Newton Abbot)
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    - Probably the most unreliable internet provider out there.
    - When it works, it's great...
    - ...but that's barely ever.
    - Customer service don't care about you, plus you'll get sick of seeing and hearing 'have you restarted your router?'
    - Despite slowing their customers internet down to a halt almost every day, somehow they're still getting away with it.

    I can guarantee when my contract runs out I'll be changing providers faster than you can say 'my internet has gone down again'.
  • Reviewer
    Location
    North London
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin Media broadband is a waste of money and a waste of time. The service is terrible, I got fooled by their advertisements. Please boycott them. They
    deserve to be taught a lesson for fooling with people.
  • Reviewer
    Location
    Thurrock, Essex
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I.have been a customer for years and have fibre optic connection, the reliability of the service has become a concern for me. The Superhub speeds are very slow compared to fixed line. Ringing them everywhere at present to sort issues. Will be looking fo a new service provider shortly as even having problems writing this review.. Wifi speeds down to 1mb often yet fixed is 50mb.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID LIKE THE PLAGUE.

    Having been a customer for many years I called to cancel and was instead offered an amendment to my package that would make it cheaper. Great stuff! What wasnt explained was that i would be leaving my rolling contract and my switched to a 12 month contract (apparently it was in the fine print of a pack sent to me but not on the phone). Today i called to cancel my account due to moving house I was told that i would have to pay a cancellation fee of the full value of the remaining 6 month contract.

    Asked to make a complaint and was told that although it wasnt explained on the phone it was sent to me by post (along with the usual other half dozen sales leaflets).

    They then had the cheek to ask me if i had the name of the person moving in to my former home so they could notify them of future offers and deals. Told them to get real, absolute clowns.
  • Reviewer
    Location
    Raynes Park
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    There are no words to describe the ineptitude of the staff working there let alone the speed of internet and the fact that the television gives up all the time necessitating a plug switch restart several times a day. Joy of joys. An absolute joke. Avoid unless you are into agonising waits for internet/television or are just plain wierd.
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After my internet keeps going down i thought i will attempt to use this appalling internet service to find some reviews and i am completely not shocked by others, the duration of when it decides to go down is awful, especially weekends, the signal strength is absolutely weak i have had stronger farts - a big stay away from this company
  • Reviewer
    Location
    Belfast, NI
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    ABSOLUTELY AWFUL!
    We decided to move to Virgin from BT a year or two ago as their broadband wasnt really doing it for us. Safe to say that Virgin Media's service is far worse. At first the internet worked great but in the past few months our connection seems to be consistantly and suddenly cut for no apprent reason which is incredibly frustrating, and looking atbsome of the other reviews I can see that we are not the only ones. To give them some credit when the interent does work it works really well but there is something fishy about how often our connection drops. AVOID AT ALL COSTS!
  • Reviewer
    Location
    Standlake
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been a Virgin Media customer for years and have been happy with the broadband service. Unfortunately, I believe because of a switch to Talk Talk in our area, the service had become next to useless. With regret, I have changed my service provider. In defence of Virgin Customer Service, I must say that on every occasion they have been outstanding. They have been professional, polite and very helpful.
  • Reviewer
    Location
    bedfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    All good apart from farming out of telephone calls for customer service.I needed an interpreter for help,ridiculous a company as big as this is providing a bad communications port between customer and help.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Constantly disconnects dozens of times a day current record is 137 times in one day. They used to be amazing but they over subscribed and now are awful but where I live their is no alternative as Openreach lines can't even do 1 mg/s
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have just signed up for Virgin Media TV, broadband and phone and instantly regret it. They deny reasonable dialogue are totally unhelpful and have no basic human respect for subscribers.
  • Reviewer
    Location
    Hove
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    The broadband experience has been OK although very much below promised speeds with intermittent problems. It is the customer service which is the problem - execrable - and the very questionable practices they employ when recruiting new customers and changing existing ones to new packages. I have been a cable customer for many years and Virgin has had my business for most of those. After (yet another) large percentage price hike I called to complain and they persuaded me to change to another package which would be cheaper. I told them I was moving and I told them where (just a few streets away) and they said this should be fine. It is not fine. While they service the (small) road i am moving to they do not run cable to my particular house. So, despite my wanting to continue the contract, them telling me I would be able to continue the contract, and living in a major city in a road to which they supply cable - they will not supply it. No hard feelings there - except they want to charge me £140 for "breaching" my contract, a contract I would very much like to continue. You couldn't make it up. The complaints handler I spoke to talked to me like a rather naughty schoolgirl (I'm 60) dressing down a recalcitrant pupil. What terrible, terrible service.
  • Reviewer
    Location
    Stockport
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I was due to move house and saw it as an ideal opportunity to leave virgin, they then gave me an offer I couldn't refuse (apparently) they offered me everything for a set price if I signed up for 18 months, I have never received everything and yet apparently i'm in a verbal contract with them because everything doesn't really mean everything, even though I asked if that meant all sports and movies on several occasions. I have complained several times but because I didn't within the cooling off period (7 days) im not entitled to it now. When you ring up the messages are never correct, the broadband service is woeful and customer service are rude and constantly speak over you. This is the worst company I have ever dealt with. A contract is a two way agreement and at no point have they fulfilled what they said they would. abysmal !! i'm advising everyone to stay clear
  • Reviewer
    Location
    Dorking, Surrey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    I've been a Virgin Media customer since 2001. They are reliable ... reliably slow. I'm am now looking for other high speed providers, in spite of the headache of switching. I have never gotten anywhere near the advertised speeds (currently at 45 mb on what is supposed to be 152), have had numerous techs out, numerous calls to tech support. The final verdict is always that they've done everything they can and that those are the best speeds I will be able to get. Sick to death of their customer service, who are overextended and don't know what they are doing, they are simply following a script. Wait times are horrendous. Truly fraudulent advertising; the speeds they advertise are imaginary.
  • Reviewer
    Location
    Twickenham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    I’ve been with Virgin Media for almost five years now with an average spend of around £50 per month in that time. That works out to around £3000 that I’ve spent on a service that has continually let me down. So you might be asking why am I still with them? Well initially, my company was paying for the Virgin Media service so when they first started letting me down with crackling on the phone line, I wasn’t really that bothered. It meant I didn’t have to speak to my colleagues as often! It took them about a year to solve the issue and everything was OK until recently again. At the start of the year 2015, I noticed the router would occasionally disconnect from the network and struggle to reconnect. Having called out the engineers several times and given one excuse after another, I am still having the issue 6 months on. It’s been getting worse over the past month. I called them today when my router was down, and during my conversation with a very hostile customer service lady, it came back on and she said there was nothing she could do now because everything was up and running again. I explained that this was an intermittent problem, but she really couldn’t care less. Now I’m having to decide to sacrifice speed for reliability by signing up to another provider.

    The last engineer that came out was a nice man who explained that there was an issue with the line running from my property to the main box in the street. He said the cable would need changing so he booked this in for me. Funnily enough, which I suspect is down to the cost, he called me a day later to say that a network engineer had resolved the issue and the line would not need changing so he cancelled the job. My suspicions are that he got a rollicking from his superiors by even mentioning that option to me. It appears Virgin Media do not care about long standing customers. And why would they. I’ve given them so much cash, they couldn’t care less.

    The intermittent problem aside, when my up to 100Mb line was working fine, it would often slow down considerably at peek times, so I could be watching Netflix in HD for it only to slow down and buffer. Yes they offer a very fast connection speed relative to the other providers but their customer service and dedication to resolving customer issues is really poor. I'm now looking to sign up with BT Infinity.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Basically i had virgin broadband for ten years. Then all a sudden one day internet went and rangup customer service. The customer service sent a engineer and they said the cable has been chewed off and will habe to wait 4-6 weeks for planning permission. I thought fine i dont mind waiting. 10 months later i kid you not i swear to god no internet service only from my neighbour who i paid i had make do broadband. Here are a list i swear to god of there excuses over the 10 months. Need to get permission from council, need to get blue prints from bham airport as there are oil pipes, a total of 11 times construction team came out said we cannot fix ot yet the customer service team says they can. They send kids 18 year olds to do a job they not qualified too. The customer service team was appalong excuse after excuse once finally i snaped when the team said the engineer is coming and he 100 percent can fix it today. Waited took day off work and he dont show. Rang customer service they said sorry we cannot do it today we need blue prints from council will take 6 weeks. I told them to ************** and now i have BT hope it is better. Aboid Virgin honestly slow speeds too many people on my road have them is there excuse lame!!!!
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Failed to provide proper service for 9 months now. No compensation and no explanations. Just refusal cancel my contract and excuses. Do yourself a favour and go elsewhere.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid worst service lately in UK

    I want to leave Virgin because I'm having such serious problems with Virgin Media broadband. Obviously no service for a month is a completely unacceptable situation.

    Ofcom's new voluntary code of practice requires that providers allow customers to leave their service if it's falling short of the lowest estimated speed given when you signed up. No connection at all would seem to fit that definition. There is a requirement that the provider be given a reasonable opportunity to resolve the problem, but 1 month does not seem a reasonable amount of time to be without service, let alone the 2 months it sounds like they're saying it could take.

    Aggressive customer support and no empathy and understanding the issue customers facing,
  • Reviewer
    Location
    Queens park
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very bad service from the start till now been with Virgin just over 3 months after no service at the moment and now need to wait one month to send someone try to fix it ? ????
    I want to cancel and move to BT or Any others but you can't because I been told I'm in contract !!!??????
    With no service ??? Very very bad ?? Don't even think to be with virgin (avoid)
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely horrible ISP.
    Brought the 100MBs 'Big' bundle, and awfully resentful of it.
    On the 9th of june I purchased this bundle and was scheduled to receive the product installation on the 24th of june between 8am and 1pm. After waiting through a period of time whereby I consistently received messages from Virgin Media stating my account has been created and my contract was established I waited today at the allocated time and decided to call when the time had substantially passed their timing. According to the customer service agent, the connectivity in my area was reaching the capacity and hence my account was temporarily put on hold. Absolutely disgraceful for a company that prides itself on customer service. This experience may have not been as horrible if I was contacted prior to my time to inform me of the situation. I'm not sure what they were trying to do... perhaps to keep me ill informed and confused as to why my engineer did not show up?
    Steer clear of this.
  • Reviewer
    Location
    Surrey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Have been a happy VirginMedia customer for years, mainly I would guess as I have n't changed anything with my service. Having moved and expected to simply transfer my service to my new house I feel totally let down. I have now had 4 scheduled visits (the last one was a no show despite lots of texts checking to make sure I was in). I have now been without internet or phone service for a month. On Friday I gave up and signed up with BT. An engineer called today to lay cables (something VirginMedia seem unable to do). I have an appointment to install in a couple of days. Virgin Customer Servive have been useless - not even able to explain why the engineer did not turn up. Even the CEO's office failed to get back to me despite promises on my escalation. The VirginMedia tweeter congratulated me on getting another appointment after my no show when my appointment was re-scheduled to 10 days later!! Talk about missing the point
  • Reviewer
    Location
    Cheltenham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We're coming up to the end of our 12 month contract with Virgin Media Broadband and it's a 12 months neither my wife and I cannot wait to end so we can take our business elsewhere. In short this has been a truly awful experience in terms of both connection speeds and customer service. Super Fast? More like "Super Slow", or in some case "not working at all". To compound the issue Virgin Media's customer service is completely unhelpful and of the several occasions I have phoned them over the course of the last 12 months, (even having an engineer come out), they have failed to find a solution, which leads me to believe that there simply isn't one. Their TV commercials are a lie and the only consistent thing about our time with Virgin Media has been them sucking £30 a month out of my account for a service that does not live up to their lofty claims. We were with Talk Talk previously and while not brilliant it was much faster and more stable than Virgin Media's "Super Fast Fibre Optic Broadband". If you're thinking of switching to Virgin Media for your broadband then I cannot emphasise enough that you simply go elsewhere. This is a shoddy company that is taking consumers for a ride with its false advertising of a product and service it simply does not deliver on. Avoid.

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