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)

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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.

4,691 Customer Reviews over 118 pages

  • Reviewer
    Location
    Preston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    During the 5 weeks i waited for Virgin Media to do the broadband installation, i made several unhelpful and costly calls to see why my appointments were rescheduled from their side without my prior notice, but all i was getting were excuses and no solutions. So after 5 weeks of waiting for the service and needing to spend extra money for dongles and extra mobile data in order to be able to do my work (because they weren`t even able to provide me at least with a provisional solution since the fault was from their side) i decided that i had enough of their unprofessionalism and unreliability, so i decided to change to TalkTalk.

    Despite all the marketing strategies applied by Virgin Media to gain more clients by stating that TalkTalk is the worst network provider, TalkTalk showed reliability by installing the service exactly on the day they promised to do so (no waiting and no excuses)! The service they provide is much cheaper than the ones offered by Virgin Media, and the speed limit is nearly the same (Virgin Media - 50Mb broadband / TalkTalk - 40Mb broadband).

    So dear Virgin Media, instead of focusing on marketing strategies on how to bring other competitors down, rather concentrate more on providing the service and quality you advertise and aim for client satisfaction not numbers - more likely to build up a serious and loyal clientele ;)

    TalkTalk - reliable / helpful / professional - 5 (stars)
    Virgin Media - unreliable / unnprofessional / incompetent to provide the service they promise - 1 (star - and that just because you were able to fool me around for so long)
  • Reviewer
    Location
    halifax
    Reviewing
    Virgin Media
    Date
    Comments
    avoid this cowboy company!!!!!! I received a flyer offering 6 months half price TV I am on the basic TiVo package which is rubbish, Sky are much better, when I joined I spoke to someone who couldn't speak hardly any English and lots of background notice so feel I was miss sold their package, I just got a £180 bill lol thought the basic TiVo package was meant to be cheap! I ordered this for fox and Sky Atlantic and was told I could get both! I get fox, anyway to cut a long complaint short, don't bother with them the controls are rubbish rubbish channels etc way way over priced better using free view.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    In recent weeks, our virginmedia cable internet connection has regularly been down, during the day and during the night. Rarely a day passes that it doesn't go off for some time. When it is up, it is very slow inspite of supposedly being "supercharged up to 50mb". Totally unreliable and very annoying.
  • Reviewer
    Location
    Standlake, Oxfordshire.
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been a Virgin customer for years now, and up until recently, I have been satisfied with my broadband service. That was until our area changed over to Talk Talk. Now, depending on the time of day, it is barely worth turning the computer on, other than for basic tasks. I object to paying for a service which doesn't work. Virgin Customer Service seems to be sympathetic but there has been no improvement. I have to say that they have been very helpful and I am impressed that there is always someone on the end of a phone to speak but I am sorry to say that I have decided to go elsewhere. Talk Talk is a big mistake and obviously useless.
  • Reviewer
    Location
    St Helens
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Well I could go on here , its all been said before about VM... but the best thing is that I left VM nearly 18 months and it has taken VM that time to refund me what they owed me from my last bill ... yes I was fair gobsmacked when a bank cheque for £12.46p popped through my door letterbox yesterday, no explanations no sorry no anything .. well at least I got something out of VM how can I company conduct affairs like this . Good luck to all bye bye VM
    and good riddance
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer service is terrible, they have never fixed a problem I have had, the speed is good but only lasts like an hour when I decide to download something, service is terrible getting high pings in games, throttled by 75% when trying to stream. Do not use virgin media as your ISP.
  • Reviewer
    Location
    Leyton
    Reviewing
    Virgin Media
    Date
    Comments
    Wasted 2 months of trying to get broadband installed. Installation date kept being shifted for no reason, noone could explain anything. I went into the store where i was advised if noone is coming to install on the given date then i'd better cancel the contract. What a service...trying to get rid of them is also not that easy. You can only do something by calling, where they transfering you to different people and keep you waiting for numerous minutes.. I don't recommend virgin at all!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst network and connection ever. I had no internet for two days and for the past couple of weeks constantly get discounted for long periods in the evening.

    The response I had from customer service is the cable in my area is overloaded and the users have exceeded it's capacity! In peak times you when you want to use internet you can't. They will be able to resolve this in the next 3 months!!!

    They are way more expansive than any provider and this is unacceptable. I'm sure that they still won't turned down new customers and just keep frustrating users. If you are a network provided and you charge premium you should foreseen this type of issue and resolve before it gets to customer.

    I will be leaving them as it's really not worth price.
  • Reviewer
    Location
    exeter
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling customer service. Billed £240 for disconnecting a service which never worked properly in the first place and being told you only called to request a new super hub twice in three months is not enough to cancel your services. The staff were rude, unhelpful and insulting. I will never use virgin media again
  • Reviewer
    Location
    London, Newham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    I just switched from BT because of their high prices. I am paying for the second-to-best plan. The speed is really good, but unreliable. You get lots of days when you are just waiting for a page to start loading. It loads instantly after a while, but by that time you are already swearing.
    If you are using your bank services you might also be logged out for security reasons.

    It is extremely frustrating especially since I'm quite techie and I know this problem is not with me.

    If you are a gamer, stay away, your ping/lag is too high for real-time games (maybe turn base strategy will work).

    Compared to BT, Virgin is faster, but unreliable and much, much more frustrating.
  • Reviewer
    Location
    hampshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Worst for catch up and some programmed not worth bothering with selection of channels hopeless sky is much better I was with them 13 years then moved house and was conned by sales rep into a crap package has house already had virgin media and I thought I would give them a go. Can't wait for contract end in Jan I will definetily leave and go back to sky even if it is more expensive
  • Reviewer
    Location
    Tamworth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Had to cancel after 6 months, as broadband kept dropping out 4-5 times a day for 20-30mins at a time. Towards end it was off longer than it was on. During the 6 months we phoned 24 times spoke to advisors, managers, technical, had 5 technicians out and no one could rectify the issue so enough was enough. The best thing about Virgin is the speed when it worked, everything else was useless.
  • Reviewer
    Location
    manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with Virgin Media for 10 years. At first it was great and worked mostly fine. The last 2+ years have been a nightmare. I average less than 5% of advertised speeds. All customer service do is yadder and say maintenance. Their latest trick is to ask for remote connection to your rig. Do not allow this, there are many, many dodgy companies willing to bribe a low paid foreigner for your access information and many a low paid foreigners willing to accept such a bribe (not everyone). Virgin Media is the worst company I have dealt with and their lack of service and customer service has alienated me for life.
  • Reviewer
    Location
    Essex
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    I've been a Virgin customer for more years than I care to remember (anyone remember Telewest?). Until recently I could not fault the service apart from the odd couple of issues that were resolved very quickly.
    However, in the last six weeks I've had constant issues with my internet connection dropping for a few minutes at a time. This happens between two and five times an hour. Gaming or streaming media is impossible. Being from an IT background I have a better understanding of what the issues might be and what might be involved in fixing them.
    I'm tired of constantly being stonewalled by their customer support when I try to find out exactly what is going on. Being told to "check back in a week or so" really doesn't cut it.
    The fact they seem incapable of resolving the issue is worrying. If my company took this long to resolve a fault somebody would be out of a job. Rather than offers of credits on my bill, I'd rather just have a service that works.
    Virgin Media is out of touch with what really matters to customers and I think they will find that despite offering cash bribes to keep customers placated, many (including me) will start moving to alternative service providers.
    I no longer have any confidence in Virgin as a service provider. Their customer service is pointless. Their engineers are clueless and yes, I'm really p***ed off with the lot of them.
    I wonder if any of their senior management read these posts and realise just how much in danger they are of seeing an exodus of people leaving them? Would it make any difference? I doubt it. Prove me wrong Mr Branson.
  • Reviewer
    Location
    birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    UK'S worst broadband service. unqualified technical, sales team and order managers. Killed my 35 precious days for a new connection but say in the end there is no connection available for your area.
    very worst services. Avoid.
  • Reviewer
    Location
    Wakefield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Horrible, horrible service... I've been customer of this provider in the past, the moved to BT but came back to Virgin due to price difference.

    Customer service is horrible, in case of upcoming deadline they tell you that you should go to library or family and friends if your Internet is not working.... Instead of fixing the issue

    Ever since I've got broadband it chokes when you try to download something and play game at same time(didn't happen with previous provider) and after contacting support and 3 technician visits problem still occures
    Reliability is a joke, connection frequently cuts off at the evening and rarely reaches said speed, furthermore it often reaches 10% of what it should be

    I regret every single moment of being Virgin customer, shouldn't have came back

    Unless your neighbour is extremely satisfied and you know this service is best available in your region... DON'T GO WITH VIRGIN
  • Reviewer
    Location
    Preston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst service I've ever come across!!!! I waited 5weeks to get my broadband installation done and all they did was cancelling my appointments without any prior notice!please note I had 5 appointments and made at leat 30 calls regarding the issues I faced with this company! I have spoken with several customer service advisers who did not do anything about the matter except putting me on hold and diverting my call to different departments who didn't even have updated records about their own work!!! For every appointment they made I had to take unpaid leave from work which in the end were cancelled from their side and I was not even informed about it!!!!!!! This is not the service a company like Virgin Media should provide to actual or potential clients!!!! They showed unprofessionalism, unreliability and irresponsibility!!!!! I wasted money time and energy with Virgin Media! Never again! I do not recommend their service at all in a matter of fact I would advise people to stay away for it and opt for smaller companies whos actual priority is providing a good and reliable service for their customers!!!
  • Reviewer
    Location
    Preston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst service I've ever come across!!!! I waited 5weeks to get my broadband installation done and all they did was cancelling my appointments without any prior notice!please note I had 5 appointments and made at leat 30 calls regarding the issues I faced with this company! I have spoken with several customer service advisers who did not do anything about the matter except putting me on hold and diverting my call to different departments who didn't even have updated records about their own work!!! For every appointment they made I had to take unpaid leave from work which in the end were cancelled from their side and I was not even informed about it!!!!!!! This is not the service a company like Virgin Media should provide to actual or potential clients!!!! They showed unprofessionalism, unreliability and irresponsibility!!!!! I wasted money time and energy with Virgin Media! Never again! I do not recommend their service at all in a matter of fact I would advise people to stay away for it and opt for smaller companies whos actual priority is providing a good and reliable service for their customers!!!
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Most appalling service I have ever received. We pay almost £60 a month for our TV and broadband package. I'm a student so the wifi is very important to my studies. Came home from work the other day to find we had NO service whatsoever. Called to ask why and they told us engineers were in the area so our service would be "intermitent" for the next week. No warning at all, just turning off the Internet as and when they fancy it. Customer service is total s**t and whenever you change something they tie you in to another 12 month contract. Can not believe they think it is acceptable to cancel a service temporarily with no prior warning. Absolutely disgusting. No wonder Branson is so rich he can take people's money and provide nothing. Sick to death of Virgin. Would advise people to avoid like the plague. Soon as our contract ends we are out!!!!
  • Reviewer
    Location
    Leyton. London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We are with virgin media for last one year. In this period we had our lives' worst experience of bad internet service. Only couple of weeks for fine, otherwise every single day it gave us trouble. Even sometime there was no service for 3 to 5 days. We need to renew our IP's every single time.
    Now out contract is about to finish. They called us to keep using their service and offer us discounted rate. But we even don't want it for FREE.
    It is my sincere advice for you that please don't listen to their loud ****, they speak a lot but their service is totally terrible.
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Appalling service, I am not sure what is worse the customer service or the broadband! I have been a customer for many years but not through choice! Everytime you change anything on your service the automatically renew the contact for 12 or 18 months. The broadband decides to work when it wants to work and the speed is no where near the advertised speed. As for customer services, I don't see the point the do nothing, know nothing and help with...you guessed it nothing!!!!! You'd be better burning your money on the fire
  • Reviewer
    Location
    Wigan
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor customer service. Don't listen to the customer and treat them like idiots. Blame the lack of wifi speeds on
    1. using an ipad
    2. an iphone
    3. central heating
    4. air temperature
    5. Size of house

    Even when stood next the virgin router, I was getting 1mbps and paid for 100mbps. Always tested alright at virgins end, but nobody ever same out to investigate the fault!
  • Reviewer
    Location
    bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If i could leave a minus star i would!! avoid this company like the plauge!! Firstly the technition come in to my home and installed my new services, while doing this he snapped my shelf of the wall and used black wires on a white wall he left the wires hanging down the wall did not even tack them to anything he also left the power box just hanging there. when i called to make a complaint the customer service team where shocking!! put me on hold twice and hung up both times (clearly did not want to deal with my complaint) finally got through to a manager which promised to sort this out and credit my bill for £64.00. Woke up 3 days later with a £225.00 bill and my services cut off. bare in my i actually only had the services up and running for 3 and a half weeks!!!! i am taking them to court to sue for damages!! DO NOT USE THIS COMPANY!! Go to sky!! they are much better! the technition that has now come and installed my new sky box was amazing!!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Worst company ever! Avoid it! They are rude and a big rip off with bad service. You will never get satisfaction from customer service! They pretty much take what they want from your account and try to baffle you into believing they are justified when you know very well they are not! I will be leaving as soon as I find a decent provider
  • Reviewer
    Location
    Dudley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely sucks, EVERY TIME I am in a competitive game of counter strike, and I mean every single Time I will get Disconnected. I will play a couple of rounds and it will disconnect, my skype will drop and I have to reset the router. I lose conenction and I get banned. I am on the 100mb package, wired connection on powerline and the highest speeds I have had are 55mb its never gone up to 100. I understand that this could be because of powerline, but I definitely not happy.
  • Reviewer
    Location
    Northampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    When it works, it's okay - but when something goes wrong, the customer service is extremely poor. Faulty email now for 11 days and no idea when or if they will fix it. It's frustrating and is damaging my business. There is no sign that Virgin care or that they are taking action to put it right. This isn't just me; there are many of us who have not been able to get at our email attachments since 3 April 2015. Cynical and uncaring behaviour, Virgin and Mr Branson.
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Virgin Media is not available in the Leicester city centre new building. Even when I tried to get a new mobile with a sim card there still was a big problem, because my new address doesn't exist in their data base. They don't care about to update it. Another internet providers like Plusnet or BT can connect me to the internet easily, so why Virgin can't do so?
  • Reviewer
    Location
    Chorley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Good broadband, let down by appalling customer service. Expect billing mix ups, bill increases shortly after agreeing a bill amount, long waits over 30 minutes transfered between departments to talk to someone in a far away lanf who speaks in an accent that atleast I can't understand. Would be a good company if not for there shockingly poor customer service. I will avoid in future.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I have been with talk talk and bt internet before changing to Virgin as I like to get an idea of which is best for me. Virgin is by far the worst I've ever used. Essentially, I am wasting my money as the majority of the time I'm using my 3G in my own house to get internet. The service is down far too often, as I'm a student this is fairly critical. For example this morning I couldn't submit my essay as the service was down again, and had to save to a pen drive, drive to a friends and use their internet. Absolutely ridiculous. This happens all the time, and I've spoken to customer services on far too many occasions now. The calls cost a fortune, and the best outcome I've ever has was when I was offered one pound compensation. An absolute joke. I will be switching to someone else ASAP, I have never been offered an explanation why the service is apparently down so often in my area, and rarely do they care to help me or offer anything to assist me. Poor show Virgin, thoroughly disappointed considering it is the most expensive internet I've ever paid for.
  • Reviewer
    Location
    Basildon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    The speed is really good. But you can end up with 2-3 weeks of no broadband service and Virgin Media customer service won't help you (even if you managed to get hold of them)
  • Reviewer
    Location
    slough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    been with virginmedia for 4 an half years use be good service until last 4 months, they install 2 new router in a week net keeps droping every day for last 6 weeks but got worse as right this lost iternet 9 times this ievening router just reboots it self you phone them they say router fine as been replaced lines are fine was on 50mb wasnt too bad upgraded me to 100 and done test getting 44 same as was when on 50mb this is evening day net goes down last week end friday till monday net went down 28 times now given them my notice cut off on 1 may bt 76mb going in on 30th virgin lost got telephone net and 2 tivo boxes and 1 hd box in my house gone to bt and 40 amonth cheaper sick of net dropping every evening cheked with neighbor guess what there is same and last week i had no net all evening and night dont go with virgin they are a compleat joke theses day didnt use to be are now
  • Reviewer
    Location
    Stevenage, Hertfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    In Dec2014 I upgraded to faster broadband and the Tivo box. Since Feb I have had drop out problems with the broadband. When up and running I am always getting 130Mbps+ (last check it was 161Mbps). This is fabulous but not when it lasts for 20mins. Physical reboots don't fix it. Web resets don't fix it. Multiple phone calls to Virgin DO fix it - for about 1/2 hour. Even the change of the hub by virgin (who turned up on time)on Saturday gave me a day of the internet only.
    Fed up. I have no wifi so Im paying for data usage on my phone. I cant log in on my playstation so game trophies are not being recorded properly, and I am unable to go on the internet to log in to work. So I've had to drive in on Bank holiday to deal with a couple of issues I could have handled remotely in 10 mins.
    Phone calls to virgin tend to fix the problem but nothing permanent but I had no problems before Dec's upgrade.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Horrible customer service and no technical assistance
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Broadband has a good speedy connection, but the modem broke down only after 2 months of installing it and a man had to come out to replace it. This was annoying but it was fine as it was dealt with within a week. But then regrettably, I had to leave my flat. This meant I had to terminate my contract with Virgin Media after 5 1/2 months which I knew was going to be a problem as I had a contract with Virgin Media for 18 months. When I called customer service, the lady who I spoke to said that there was no way I could terminate the contract and I would have to pay the whole price of the contract regardless, or alternatively I could move it to a new address. I was a bit shocked that there was absolutely nothing they could do for me, and I had no one that would need a new internet installation. I felt helpless and the next day I called back again to see if I could speak to someone new who could help me. The man I spoke to was much more reasonable and said I could take out a contract with virgin mobile for 2 months and this will allow me to exit my last contract. The man reassured me that the mobile hotspot will be automatically cancelled after 2 months and there was no need to call back again. After 4 months I was still being charged and as I was so busy with work, I didn't even realise. I called Virgin this weekend to tell them about it. I told my story to three different people at customer service, and each person was unsure of why I had been made to transfer contracts from Virgin Media to Virgin Mobile as they are different departments. Each person had never heard of any offer been made b they tried before and were unsure of how to help me. Additionally, each time these people from customer service tried to transfer me through to someone who could assist me - I was disconnected each time. This was really frustrating as I was unable to settle this without speaking to a telephone customer advisor. By the fourth time of calling them back I was becoming impatient and I demanded to be told of the names of people who I was currently connected to. However, this request was positively rejected as it was not their personal wish to do so. When I was finally transferred to the Mobile department without being rejected, I was told by the advisor that money had been taken out of my account accidentally and they were sorry for this. They mentioned how they were unsure of why I had been placed on a new contract with Virgin Mobile, as it was nothing to do with the previous Virgin Media contract. As I had not even used the Mobile hotspot, and I only took this contract because I was told to, I then asked if I would be refunded for this - to which I was placed on hold for another 20 minutes. The customer advisor returned and said, no, but we won't charge you anymore. I couldn't be bothered to argue because it's been a load of unneccesary stress that I don't need. But I just can't believe how abusive Virgin can be. If I was a vulnerable person, they would have me over a barrel, and I am just absolutely disgusted with their customer service.
  • Reviewer
    Location
    Huddersfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I'd like to know why as a long standing loyal and overcharged customer, it's going to cost me a lot more to upgrade from my outdated box with a shocking performing router to TiVo, than the price new customers can get.

    Maybe my call to Virgin Media should have been a demand to replace the shoddy Netgear router than to offer them an extended contract. They were blatant in their admission that if you've spend thousands with us over the last few years (£10k my current spend), the thanks is paying a higher price than if you've just stumbled upon Virgin Media.

    Not good enough
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    My land line phone has worked 3 days in 3 years! Totally useless. Never watch the stuff they show on TV. Just want broadband which is pretty good.
    Do Virgin have broadband only? If so, I can't find the info on their website. I'm tied into a terrible contract for another 6 months. Not good at all!!
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I have been with Virgin for over 10 years. Recently changed to Sky TV package but kept my broadband and phone package with them. Broadband had been fine for a while, after intermittent problems some time ago, but today it starting acting up again - kept dropping, rebooted modem and got it back, then it dropped again, over and over all day. So I rang them this evening to try to get the problem fixed and was told that it was due to "very high usage" in my postcode area (too many people using too little bandwidth after their recent sales push), that the engineers were working on upgrading the equipment and THIS SITUATION WOULD CONTINUE UNTIL SOMETIME IN JULY!!!!!!! So, I am faced with dreadful intermittent, slow broadband for the next 3 months or so?!?!?! This is NOT GOOD ENOUGH! You sell like mad, run out of capacity, do an upgrade (during which we suffer poor service) and then you sell like mad and we go round the cycle yet again. As far as I am concerned this is breach of contract and, unless this is resolved I shall be looking to cancel my contract with Virgin and move to another provider - probably BT or Sky. It will be slower (no Affinity here yet) but hopefully it will be more stable. Shame on you, Virgin. What most customers want/need is not lightning fast broadband, just reasonable speeds that are reliable and consistent. I believe Richard Branson is no longer involved with Virgin Media(?anyone know if that's correct??, else I would write to him in person about this.
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rubbish...they're always down...no internet nothing. Its very very slow as well. Definetly moving to talk talk. Such a let down. Hate virgin now.
  • Reviewer
    Location
    Hounslow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My experience with Virgin is very very poor. They didn't let me know my contract will refresh and I haven't got any letter or new contract. But when I ring them they are just keep blaming the post office and nothing has been sorted out. Very poor customer service and not reliable. I just felt like they robbed me :(
  • Reviewer
    Location
    St Helens
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I dumped VM about 18 months ago, with reliabilty issues , many call centre calls to with Mr Ranjit Patel on the Asain sub continent somewhere keeping me hours on end regularly fixing connection issues , finally they said they were coming for their equipment and didn't... after months asked them after the umpth time why ? said it was faulty out of date and dispose of it myself ...I was delighted at cubing the V box with a 10 lb sledge hammer..+ router as well ...
    ( smaller cube ) they still owe me
    £15 from my last bill which you guessed I never received for your best human sanity .. AVOID.

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