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 2944 customer ratings since 2021-07-05 (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.

4,200 Customer Reviews over 105 pages

  • Reviewer
    Location
    Worst Customer Experience I can remember
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    The worst customer experience I can recall in a very long time. Unfortunately for me, it's still not over.

    For weeks now I have been trying multiple times a day every day to cancel my rolling/flexible contract. I’ve been trying their two registered live chat options through their website for several hours every day: one for complaints and one for moving home. I’ve not had a response on either. These efforts have burned hours out of my days waiting and chasing for any kind of response.

    I’ve called their registered phone number and its automated message tells me I have to use the aforementioned live chat forums.

    I’ve even messaged them on Twitter, Facebook and Instagram; all without a response.

    A horrible experience and hours lost for what should have been an easy task.

    Their Virgin Media customer service department is either massively incompetent or deliberately making leaving them hard. Both may be true.
  • Reviewer
    Location
    Worthing
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been a virgin customer for 3years, contact is up for renewal in January 2021. Well that will not be happening, its back to Sky for me. Their broadband is all ways breaking down, so we have no TV, no landline, yet we pay all this money for the VIP bundle. Enough is enough Virgin. Good bye.
  • Reviewer
    Location
    WORTHING
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    For the last 6 months we have been complaining about our broadband speed 10Mbs up >1Mbps down when working after changing the hub lots of phone calls and being told that nothing is wrong it is me. I finaly had an engineer call out there was no point him checking he told me that virgin no the problem there is a major network problem in Goring and there are not enough people to worry about he said that in maybe 7months we will start reconfiguring the network as it is over subscribed so for 6 month they new about the problem and would not come clean their customer services lied through there teeth and with another 7months befor remedial work that is effectivly over a year without a solid internet service they want there money but they are not interested in the customers. So tommorow I am connecting with Vodaphone and shortly they will have fibre optic in my area goodbye Virgin I will not be back. But I will be passing on your wonderful customer service to everyone i meet and try to sell vodaphone. If they do not hit there garunteed speed you do not pay for it I think Virgin would be broke if they did this.
  • Reviewer
    Location
    Worthing
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    My parents (aged 73 and 93) have been trying to cancel their subscription to Virgin Media but they will simply not accept it. On the last call they must have asked for the subscription to be cancelled over 20 times and were promised an email would be sent confirming cancellation. Instead no cancellation email and yet another phone call trying to get them to stay with another so called “offer” signing them into a new contract. What do they have to do to cancel? I have never witnessed a company preying on the elderly quite like this. Virgin should be ashamed of themselves. Stay away unless you want to join a service you can never leave that out your costs up repeatedly. Good luck
  • Reviewer
    Location
    Worthing
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Absolutely appalling customer service from Virgin Media. We've had their broadband service for a few years then contacted them a week before we exchanged contracts for our recent move.

    The person we spoke with told us we could take our existing Virgin Hub with us to our new home, and the next day after the move plug it in and our service will continue.

    This turned out to be a lie.

    It didn't work so we spent an hour waiting to get hold of someone and when we did they stated that we were given incorrect information and that we needed an engineer to visit and install for us.

    So, we decided to cancel our contract and return our hub... we've endured patchy customer service over the years from Virgin Media and thought we'd take the opportunity to go with BT instead.

    Contract cancellation was confirmed on the phone with Virgin Media and we also then cancelled our Direct Debit. A few weeks later, they send us a new hub, which we put to one side thinking they'll then twig they didn't need to send it then ask us to send it back. They're so disjointed as a business that it's still sitting in our dining room awaiting collection.

    But the sting for us is that a few months later we receive a debt agency collection communication that we owe Virgin Media money… which we don't as we cancelled and it was confirmed on the phone by a Virgin agent.

    We've now spent a few hours over the last fortnight calling and communicating with Virgin, asking them to listen to the phone recordings, and then cancel this debt that we don't owe. Eventually, we speak with someone who states that we did owe for a disconnection notice and we agreed we'd pay it. It was £61.

    We've now been presented with a bill for £82, more than the amount agreed. It's just insane. We're both self-employed so spending more time chasing Virgin is time we could be spending on billable activity for our business. So, what do we do? Pay it and put it down to experience? Just leave it, and see if the Debt Collection Agency comes back again?

    I've never experienced anything like this and I'm hoping that someone senior in Virgin Media will see this and other posts and actually initiate some change within the organisation. Each department is like a silo, operating independently of other departments. Why they can't get aligned and actually offer a joined-up customer service is ironic, given they're in the communications sector.

    I never want to use Virgin Media again and indeed it puts me off potentially using other Virgin branded services. I wonder what Sir Richard makes of this? I wonder if he really knows just how poor the customer experience is? Happy to have a 1-2-1 call with Sir Richard if he's up for it.
  • Reviewer
    Location
    Worthing
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Pay for 'up to' 50mb - get 40
    Pay for 'up to' 100mb - get 40
    Pay for 'up to' 200mb - get 50
    Complain about it - get told you are paying for 'up to', not guaranteed mb.
    Slippery! Not great.
  • Reviewer
    Location
    Worthing
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    The only good thing is the broadband when it works.

    As all the other reviews show that you cannot trust virgin media. I previously cancelled & was told there was no special cancellation team. Then a week later this special team call to offer me a broadband & telephone monthly contract of £19 a month. 2 months later I noticed my bill hadn't dropped. When I asked customer services they tell me there is nothing on the system & they won't honour their agreement. How bad is that.

    On to off that they then call me again to try to talk me into staying. This caller was rude and hung up on me. So good riddance to virgin media whom I stuck with for 9 wasted years
  • Reviewer
    Location
    Wrexham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am very unpleased. New customers don't pay much, but the internet is very weak. Then when your contract ends, you find out you have to pay £ 90. I called a month before the end of the contract that I don't want to continue. They said okay, I even got a confirmation email. Now I look at my bank account and see that £ 94 has been taken from me. I go to my virgin account and see that the contract has been extended because I did not let them know that I do not want to continue. Now I have a problem because probably I will not get my money back. I do not recommend!
  • Reviewer
    Location
    Wrexham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The lads who fitted it was good lads but the customer service on the phones after telling them that my broadband don't work was a discrace ill never advise anyone I know to try this company as they will b paying for fresh air I will b cancelling tommorow and I ain't even been set up after 2 weeks
  • Reviewer
    Location
    Wrose, Bradford
    Reviewing
    Virgin Media
    Date
    Comments
    Unreliable service, up and down like a Yo-yo both on the broadband and TiVo services. Poor customer service whenever we contact them which is around 50+ times per month due to issues, and we get palmed off with half baked excuses and promises that it will be fixed by x time. We're switching to any other provider as Virgin media like most of the Virgin enterprises are appalling and not worth the hassel
    Avoid at all costs if you want a decent reliable service.
  • Reviewer
    Location
    Ws4 1dp
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    O way to contact customer resolution team do not follow their complaints policy told they cannot provide broadband to the contract but pay £8.50 extra to get it to work better disgusting customer service
  • Reviewer
    Location
    Wynyard
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    First day of getting broadband in my new house with Virgin and i was won over with 200mb deal and i only get 16mb not the best and question really should i stay with them after 3 month trial Poor!!!!
  • Reviewer
    Location
    WYTHENSHAWE
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    Comments
    I used to work for virgin and was selling it like it was an amazing servo e and thought I knew everything about it.....WORSE MISTAKE I EVER MADE. Becoming a customer after I had moved into an area that allowed virgin I was excited to finally have the service.....i hate it half way through a programme it shuts down on Netflix or hay u I never get to watch what I want iv applied to go back to sky immediately I can't wait.....dont get this service most of u will regret it and our bill went from 50 to 90 pounds and there's nothing you can do once your in that contract...never been reimbursed for any loss of service as everyone we call up the message says they're aware of the fault n never let u speak to anyone it's disgusting do t bother with it.
  • Reviewer
    Location
    Yarm
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Virgin is a company that has a good product with a terrible customer service. Virgin is the only company that can send you the wrong contract, then forget to send the TV box, having problems in the activation and finally to take you through seven people asking you, the problem, the password and not giving you a solution.
    Virgin customer service is the only company that cannot understand what is the problem of not having received a tv box.
    Resolution
    Cancellation - I cannot waste my time and money with useless people. it is a pity because they have a good product.
  • Reviewer
    Location
    Yate
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Left BT 2 years ago as they still insist on extra £17 pm for a phone line PLUS £27 for broadband but Virgin charge £24,50 for 30meg broadband only, and I use VOIP for phone calls, speed usually around 33,5 megs, av phone bill £3-4 pm. Everything done when promised, everything reconnected within 24 hours of moving home, one streetbox problem in 2 years fixed within 24 hours, about to get free upgrade to 50megs, VERY happy with Virgin, could never go back to high price and extremely poor service I got from BT.
  • Reviewer
    Location
    Yate Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    not fast fibre broadband as advertised also keeps dropping out
  • Reviewer
    Location
    YO317TU
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I took line for 100MBPS, they told speed will vary sometime. but now the condition is its between 23MBPS to 40 MBPS, when raising a complain, then they are saying that speed is good and we told it will vary. woow, vary by how much percent more than 50%... what kind of business they are running.. don't know. but very unsatisfactory service from Virgin Media, Please no one go for this kind of over advertised, low performance company.
  • Reviewer
    Location
    York
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I have Virgin Media cable, recently updated to their fastest service, 200 Mb/sec. However, when I run a test, the fastest result I get is 1.73 Mb/sec — 115× slower than I am paying for. It’s a joke when this site tells me to switch to the service I am already using.
  • Reviewer
    Location
    York
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    The network has extremely poor customer service, I ordered I phone 7 instead I received a sim only contract. It took me about 4 weeks to sort out the problem.
  • Reviewer
    Location
    YORK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    The best. £39.95 for 100mbs broadband and medium tv package cam not beat it.

    Why people moan about not getting full speed?? Its called traffic management all providers implement this at busy times but even so i still get a solid 80mbs through the day 8-9+ devices connected to it aswell.

    So yet for the price its amazing.
  • Reviewer
    Location
    York
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor service and appaling customer service. Worst Company ever.

    If I could give Virgin Media minus five, I would.
  • Reviewer
    Location
    York
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am paying for Virgin Media's fastest fibre service. It is supposed to provide 12Mbps upload, and 200 Mbps download. It doesn't. The BEST has been 11 up and 75 down. Right now it is 3 up and 11 down. The average is around 8 up and 30 down. Really not good enough.
  • Reviewer
    Location
    York
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have this service from 15 days. I am paying for 100 mbps. But getting 23 to 43 mbps from last 5 days. I tried to contact service center to raise complain tjey start testing and the call even drain my balance. So losing all the way. Very bad service and i wont recoment anyone to take this.
  • Reviewer
    Location
    York
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Positives first. The broadband is very fast.

    Unfortunately only when it works. People I know have been with virgin for a long time and have rarely had issues. Postcode lottery maybe.

    Been with virgin over 2 years. Sporadic dropouts ever since joining for hours at a time sometimes. Nightmare getting in touch with customer service. Get fobbed off with lies like "issues in your area" when my neighbours don't have any. Lost count of how many phone calls I've had explaining that you may fix the connectivity issue today, but there's clearly an underlying issue and it will dropout again, but they just don't listen or understand. They've finally had an engineer out who said the issue is with the line and someone will have a look. Nobody came and they're booking me another engineer to come to the house for some reason.

    On the live Web chat they'll book you an engineer days away whilst advertising a paid service for next day engineer appointments. I've had an on-going issue for this long and they have the ability to fix it sooner but won't.

    Compensation scheme requires 2 consecutive days of no service. Everyday for nearly a month I've had dropouts for hours at a time but don't qualify for compensation.

    Most providers are obviously not without their faults, but in my experience I advise going elsewhere. I had no issues with Plusnet or Tesco.
  • Reviewer
    Location
    York
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I have the XL package which is up to 20mbs broadband I have never had a download speed of more than 12mbs & that was in the middle of the night when traffic was almost down to nil, well, that is still quite fast i hear you say, & more than i would get on any telephone line, anywhere in the country, but, I'm paying £37.00 a month for the privilege. Ok, I get a discount because i have the xl tv package as well but its still a lot of money especially as its not reliable, Ive just recently had an engineer out to rectify a fault which stopped my broadband from working for almost two weeks, there is at the moment a wait of one week before an engineer can come out to you, this tells me that either they are desperatly short of staff, or, they are having so many problems that their engineers are struggling to cope, either way I'm not impressed. Finally, the most irratating thing is having to try and understand the person you are speaking to on the phone, as more often as not it is someone in India that speaks with a strong dialect and so fast that it is hard to make out what they are saying.
    P.S The TV service isn't much more reliable either.
  • Reviewer
    Location
    York
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Appalling customer service, don't use. I booked fibre broadband after someone came to my door and told me the street was ready. I was given an install date, and later cancelled my existing internet and phone line. A week later, Virgin told me they were postponing my install, and would ring back to tell me my new date within five days. They never did, until several phone calls from me they finally gave me another install date - a month after my original one! A month later and after I'd racked up a lot of mobile data bills, they finally installed and I breathed a sigh of relief ... until my connection dropped three weeks later! Virgin say four days to get an engineer out, but s/he won't call beforehand so I have to take an entire morning off work to let him/her in. It's like I'm paying Virgin to not give me internet while I use up my holiday letting them into my house!
  • Reviewer
    Location
    York
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Vindictive Virgin
    After repeated faults, raising costs, shrinking content After 30+ years. Try to exit the nightmare begins months months arguments threats harisement. Even after being gone months. Now VV sold on my data getting threats harisement from others. Warning.
    Vindictive Virgin.
  • Reviewer
    Location
    York
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    As a student me and my flatmates needed good speed and unlimited download so we decided to get Virgin 200MB bundle for 12 months. For the first month it was super, me and my flatmate were getting top speed and no issues, however on the 17th sep there was a storm and it caused issues with our internet. 2 days later Virgin claimed to have fixed this issue but we noticed no fix. Our WiFi was mostly 'connected, no internet' and my PC which was wired via ethernet would go to 0.9mb/s every minute making it impossible to play online and difficult to browse. Ive called Virgin up and the first 2 calls they told me to reset the router, factory reset it, forget and reconnect to no prevail, they insisted it wasnt anything on their end. A technician got sent out and they switched the router, the technician even apologised, saying that there were issues on their (virgins) end while reinstalling. nothing changed and since then they have told me to do the same stuff over and over again and told me they wouldn't send a technician out. Its been almost 2 weeks and they have said numerous times they would call me back which they never did. I do not recommend Virgin to anyone as their customer service is unhelpful.
  • Reviewer
    Location
    York
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Do not go with Virgin. Their customer service is appalling, they put your bills up with no warning and you cannot contact their customer service unless you are prepared to wait over 30mins on hold. Absolutely awful!!
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    A TERRIBLE company! Awful customer service - they really don't care. They overcharged me, but refused to believe that I was right. Due to the bad service, I changed suppliers and then they chased and threatened me for about £13, which they said I owed them (it was more like the other way around!). I told them to to "go forth and multiply" and just this morning they sent me a letter to say that as "a gesture of goodwill" they would cancel the amount I 'owed'. That's very big of them! IDIOTS!!
  • Reviewer
    Location
    yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Left the company exercising the right to leave during contract due to price February 2013 rises.
    Customer service is the worst I have ever en counted from any service provider ever.36000 and rising customers cannot be wrong.
  • 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
    Yorkshire
    Reviewing
    Virgin Media
    Date
    Comments
    Utter rubbish. Can't watch Netflix without the picture rebooting then freezing on 25%, a common fault judging by other people's comments. Can't watch iPlayer without it freezing. Can't watch playback without picture freezing. £70 a month for dozens of rubbish channels full of adverts and can't watch Netflix/iPlayer/playback. Totally ruined my viewing of Glastonbury weekend.
    Contract getting cancelled when it's due renewal.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Absolutely shocking service and customer service from virgin. Would not recommend to anybody unless a "new customer"
    They don't look after their customers who have been with them a long time! It's just hit and miss if you get a decent deal or if you're robbed blind. But everytime I ring they try robbing me blind! And then I find out that a family member is receiving more in their package and cheaper than what I'm paying. I ring to request sky sports adding to my package and the best they can offer is nearly £20 more than what I'm paying now and they can't lower my package even though I've been a frequent customer. They only look after new customers to get the numbers and once you're with them they don't give a s*** about you.
    Avoid them like the plaque your better off not bothering.

    Also their customer service team are rude and unhelpful! Shocking!
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Fast broadband but they're an ISP that can't even keep their own website running reliably let alone your internet access.
  • Reviewer
    Location
    yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Their customer service is non existent. I have spent 4 days of stress trying to speak to someone. Impossible. just texts saying someone will be in touch with me. Technology is supposed to make life easier. Am I the only one who is finding it more difficult. To be fair on their staff they are only doing a job, its the people in charge that should be held to account.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    There's nothing good to say about Virgin. Constant incorrect billing (always in their favour), apologies and then another incorrect bill. I had to spend ages trying to sort simple matters out with their customer services - whatever you do don't waste your time and money.

    They have been so bad its hard to believe that its not policy to try and get as much money out of unwitting customers as possible. The broadband is overpriced and you don't get what it expounds so look elsewhere or your a fool for getting involved with them.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    After being with vm broadband service for a number of years and having **zero** broadband useage, they offered my a fair deal for renewal. I told them that i would call them back once i had decided. When i did call them back, the customer service guy seemed to have little intrest in keeping me as a customer and decided to bump up the price.

    I decided to cancel based upon his feeble and rather condescending 'could not care or less if you leave us ' attitude. To be honest this is the second time in the last few years that this has happened. I decided to give virgin media the benefit of doubd the first time. However i am not enamoured to trade with a company that obviously has serious and fundamental problems with staff training for customer care. To be fair the guy has done me a favour. I will be saving several hundred pounds each year for a service that we never used.
    Funnily enough, *within* hours of cancelling my broadband, the 3g service on my phone suddenly was throttled in various ways. It might be a coincidence, but after 6 years of mobile service without this type of issue, the timing of this anomily seems rather inconvenient and appears to be a petty tactic... especially for a company like vm to be inflicting upon it's customer base.

    I have three mobile contracts with them and i am looking to move all the services as far away from vm as possible. I dont wish to trade with a company that potentially believes that it is acceptable to behave in such a vindictive manner. I would rather pay more to a competitor. To be fair, when things are running well vm service is okay, but if you want to leave, they seem to have an inbuilt penchant for punitive punishment which they apoear to have at the ready to inflict upon customers.

    On balance, my honest advice would be for you to steer well clear of any company that feels it is right to behave in such a despicable manner. (Unless you have some kind of sadomasochistic tendancies, in which case go ahead and enjoy virgin media's abuse whilst they enjoy stripping your bank balance)
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    This company is a rip off
    Although their service provision is ok, their customer service is appalling. I had been a customer of theirs for over 10 years when my TiVo box stopped working, I rang to cancel the TVs service and explained why, the person on the phone spent a long time trying to persuade me to take out a new contract which I didn't want to do as I was soon to be moving house. They never asked for the TiVo box back and now over 8 months later after I've moved and cancelled the other services they want to charge me £80 for broken equipment they never asked me to return.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Since joining Virgin Media for broadband I have experienced poor service. Took deal in Nov 2015 to have price increase a month later! Wouldn't mind if service was reliable and within agreed speeds! Look to get 5mbps most days during peak times (what ever that means). Virgin not bothered at all usual rubbish about over utilisation on my area, would be interested to find out just how much of virgins network is over utilised and how they get away with advertising speeds upto 200mbps when they can not consistently provide a stable speed of near 5mbps. Customer service, what customer service, they have no standards and follow no set procedures. Steer clear of this train reck of a company or you will regret it.

The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.