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
    3.1 stars
  • Customer Service
    2.9 stars
  • Speed
    3.1 stars
  • Reliability
    3 stars

Based on 8391 customer ratings since 2019-08-13 (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.

3489 Customer Reviews for Virgin Media

Reviewer Location Reviewing Date Ratings
Good bradband speed with very, VEERY bad router. The point is the customer service is rubbish. Curently awaiting to speak to someone while writing this review for the secont time and waiting in a cue at the moment 51minutes. Just changed my mind and cancelling as customer service is totally crap.
  • Satisfaction
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Rothwell Virgin Media  
Virgin's representative knocked on my door more then a year ago with a fantastic offer. Full tv bundle, fibre broadband and free weekend calls for £30. I couldn't believe it. I was assured this will not change unless I decide to change package. Yesterday morning I received a bill for £74.99 instead of £30. When phoned them, I was acknowledged that my contact has expired, as well as the discount and that I should have given a 30 day disconnection notice if I wasn't happy with the service provised. At that point I decided to leave but because of the 30 day notice I will be charged another £75. Even though I should have been aware of it and read terms and conditions of a contract carefully, I still think it is a disgusting tactic to rip the customer off.

Stuff you face with my money virgin. Hope you'll fell better after robbing a poor foreign student.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Leeds Virgin Media  
virgin media has been shockingly bad in the past year, i didn't think it was possible to be this bad in 2018, the Internet is basic needs nowadays like electric and gas. I have been told they have utilization issues for over a year now which basically mean they signing up people without having the ability to provide the service they promising. they keep pushing back the date of the repairs every time I call,
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
We pay for 200 Mb internet and it's normally around 130 Mb and we pay £37.50
In three years we only had a problem with our lane line and while the engineer was here they fitted a one modem. Great service and reliability.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Harlow Virgin Media  
PRETTY AWFUL SERVICE TO BE HONEST.
We have patchy reliability and the speed often dips, the cost has been going up year on year but the service is still poor. Changed bank accounts and the DD glitched for just one month and they charged us and additional £10!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Cheshunt Virgin Media  
I wish I could provide less than one star!
After signing up and being assured I would be able to get broadband up and running using their quick start package that they sent (to the wrong address), I then found out I needed a virgin socket installed and would have to wait a week for an engineer to come out. He was due to come out yesterday, I was given a timeslot between 1pm-6pm, got a phone call at 5.55pm to say he would be late and he couldn't promise he would be there by 7.30 (I had to leave for work). Was on the phone for over an hour only to be told he had three more jobs to complete for he got to me and there was no guarantee he would even make it to my house, when we were hung up on by the customer service line. We rang again to be told he wasn't coming and the next availble date for an engineer to come out would be a week later - then I get a bill off them for £74, two months payment up front and a £20 activation fee, when I have no service and nothing has been activated!! They are utteraly appalling. DO NOT use Virgin Media.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool Virgin Media  
If you could give no stars I would give them that. Worse company ever!!!!
Could never get a signal in any room I live in a 2 bed flat ridiculous to say the least. Call to get someone out good luck they don’t show. The best of all they don’t understand the words of cancelling and continue to charge you even though you haven’t used the services in 2 months. Waste of money £40 just for WiFi nothing else included. These guys love wasting your money and your time. Very contradicting on the phone, worst customer service I’ve know in my life. Honestly Virgin Media you can shove it. GO WITH SKY GET MORE FOR YOUR MONEY DON’T LET THERE LIES GET YOU.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South Yorkshire Virgin Media  
When I get a chance I will be leaving virgin, I reported an issue on 7th July, an engineer didn’t come out until 10th, he came back out on 11th to put a new cable into the house but then told me he couldn’t as they neede permission from the council to dig up the road. He then came back on 12th and tried replacing the kit incase that was the issue but it wasn’t. I rang virgin on 13th to find out what was going on and they said they needed wait for the engineers report and they would call me on 16th. I had no call and when I tried to call I had no answer. 17th today, I got through to someone and have now told me they are only just booking it in for 27th so if I didn’t call then I don’t know how long I would have been without it. I work from home 2 days a week so you can imagine how frustrating this is for me. I don’t rate Virgin at all, all they could offer me is money off for the loss of service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Eastleigh Virgin Media  
5/8 box installed- technician went outside to check signal 'bad news' you need a repull ... Nightmare begins . He took all the equipment away , otherwise I'd have to pay from that day!
12/8 technician turns up 9am and didn't know anything about repull . He out the box in and two construction men turn up to lay cables . I had 8-1 slit they promise a 4th chap would come the same day to do the repull .
I rand virgin 5 TIMES that day , and been robbed off by advisors India and lied too to get me off the phone .
Outcome - no service . Call 5 established that manager will call me tomorrow as repull has been rescheduled for 21st August!!!! What a joke this company is .
Don't be drawn in by flashy adverts or prices as their service is very very bad , infact one of the. Worst I've ever experienced . 5th call today lady an hour and I've put in a complaint that could take 28days for a reposnse ! Shocking .
Very person from virgin has lied or fobbed me off , wish I'd stick to BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
The product itself is not bad at all. The customer service however is dire. They constantly ring you to "upgrade" you with a new offer so the bill goes up and up. When you ever need to ring the customer services department you wait for hours to speak to a person that doesn't speak English well to go round in circles, not get your problem solved and leave the conversation with the same problem but waves of rage to accompany it. I've even waited 35 minutes after selecting options to get to the cancellation team to be told its the wrong team despite the options and there's a further 30 minute wait to speak to the right person. Even cancelling it is absolutely ridiculous. Wouldn't touch it again with a 10 foot barge pole.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Nottingham Virgin Media  
Absolutely awful internet! Would not recommend, is very slow and laggy.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stockport Virgin Media  
Utilisation issues for the last 9 months - they simply can't provide the service. Many calls to customer support but no solution provided. Speed during 'peak' time is typically less than 2mb/s when up to 50mb/s is advertised. Often can't even stream music. Time to leave.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Internet speed is good, when it works. Keeps dropping on a regular basis since February. Already had the hub replaced ans two visits from a technician. Customer service utterly useless and I had to wait over 3 hours for my chat being answered.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Croydon Virgin Media  
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.
halifax Virgin Media  
If you are looking for an internet provider. Try and avoid virgin media. Their speeds are good and that’s how they get you. But it just goes down randomly I don’t think it’s planned maintenance as in there website it doesn’t acknowledge that it has gone down. However in the last 2 months the internet has gone down multiple times for no reason. Stopping me from being able to do anything on the internet for up to 4 hours. They give no indication of when it will be back online you just have to hope and wait. Terrible company with no care for there customers. Avoid them please.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Leicester Virgin Media  
Getting virgin media was the worst decision I made. I have been using the service more than 5 years despite the numerous period where internet was not even provided (I work often from home so let you imagine the hassle of not having broadband for two weeks...getting connected through my phone). Although I got my money back for a service not provided they were still happy to charge me the numerous 20mns + passed over unhelpful staff unable to put the service back on or even send an engineer (they automatically cancel engineer appointment if an issue has been sorted in the area, of course that was not the case for me so had to call again and wait for another week to get an engineer...). These stuffs can drive you to an asylum. That said because of my laziness to take action after 3 years in a flat I am cancelling my contract and moving to an unserviced area by virgin, just to discoverthat i have to pay 106 pound for early disconnection charges (quite funny when you have been with a provider for 5 years) because i stop
a contract which apparently I agreed orally 9 months ago as my bill unexpectly moved up by 30 pound a month...and i move to a place they cannot service...
This is just nuts
Obviously you cannot find your contract or even its end date online...even with paper free billing

To me this is just an organised rip off.
London Virgin Media  
Been with Virgin Media for several years. Normally decent speed. No issues until recently when line failed suddenly. The customer service I have received has been awful, resulting in me raising a formal complaint which Virgin Media even failed to respond to within the promised timescales.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Southampton Virgin Media  
So after being charged 4x the BT rate for ~1mb connection i've been trying to leave Virgin for the last month. After calling to leave and get my MAC code - I came home to find the Broadband disconnected immediately. After 3 hours on the phone virgin tell me nothing they can do as BT have taken over the line, refusal to reconnect the broadband and have now us without broadband for 4 weeks. They also refuse to release the phone line so we can start the new service.

I could write a small book on all the calls, escalations, contradictions, mis-guidance that we've been through over the last 2 weeks trying to resolve this...... its been stressful, unprofessional and and caused significant personal impact as we both work at home and rely on being connected. Due to the nature of our work we have a police monitored system which is now down - so they have also put a worker at risk for a month which could have horrific consequences.

So far we have spent in excess of 5 hours on the phone escalating..... been lied to repeatedly about disconnection dates, status of the phone line, "Software issues", its BTs fault (untrue), its standard practice (again not true)... I could go on...

I have never in my life experienced such bad customer service, been lied and misguided so much by any company. I've cancelled everything to do with Virgin and will never use them again for anything, Working in a large company who use a lot of data and telco connections... wont touch them with a bargepole for those either!

Virgin used to be a brand I admired........ after this experience I will never used them again for anything and am constructing a long letter of the events of the last month to send to the industry regulators, watchdogs and online forums.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire Virgin Media  
Worst broadband provider. Have been trying to fix the broadband, in the entire area affecting thousands of customers, over a year now. They admitted to overselling their subscriptions in the area. Estimated time to fix it 12 months! Getting 5MB and paying for 150MB. Do yourself a favour and pay a little extra at a reliable provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ealing, London Virgin Media  
Avoid like the plague.
When things are working, it's great, its just exceptionally rare.
Between a service that goes up and down more often than a cheap hooker, and down periods stretching into days or weeks (currently on week 4 of the current down period) you'll be lucky to get anything close to what you're paying for.

Not to mention the vacuous staff who have no idea what's going on, the sales staff who call you constantly to try and keep you on their service that doesn't work (If they spent half as much time fixing the problems they could fire half the sales team) and the engineers who are at best wildly incompetent.

As a non religious person, I'm praying that these guys go bankrupt as soon as possible so they stop scamming people.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Pay for 70mg which is mostly under 17mg on an intermittent servicein central London 2017 !!
Useless, dishonest and unapologetic.
You may recall the Virgin advertising with Usain Bolt.. it's a fantasy. Reality would be a 30 stone drunk passed out in front of a kebab shop in a pool of his vomit.
After many years of BS we're leaving.
DON'T JOIN VIRGIN
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Rather disappointed with Virgin Media as their website stated that the fibre broadband was available in my area via their post code lookup system - I additionally checked this with one of their employees using their online Chat service and they confirmed it was available. However, when the engineer was due to setup the service at our property which was booked in at almost one month in advance the engineer didn't bother turning up. At the end of the day after waiting in all afternoon for the engineer to show my wife rang Virgin Media in which they stated the service couldn't be installed in our area. The lack of communication is rather disappointing to say the least, as well as the fact that it has cost me in both time and money as I had to pay £30 to cancel the BT line and now I have to pay £20 again to reactivate it. Virgin Media refused to reimburse me for my expenses even though they have mis-sold me the broadband as they stated it was originally available.

I've given them two stars as the people on the phone are actually quite nice - however the information they provide is incorrect.

Unfortunately, I wouldn't recommend Virgin Media to any friends.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Loughton, Essex Virgin Media  
Broadband is great at low usage times during the day we get the 150Mb down and 12Mb up speeds but during peak times it goes down as low as 50Mb down. Not good really and also seen slower speeds when my boys got Xbox ones for xmas and all the downloads resulted in slower speeds so assume I was limited. Have now moved to talktalk and although customer service is absolutely rubbish I do get 62Mb down and 20Mb up constantly using Speedtest app so much more stable
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Nottingham Virgin Media  
Fast broadband comes at a VERY heavy price. Customer service it frustratingly appalling. Have literally spent HOURS of my life on hold to customer services.

After two months of intermittent service, I have just been told that I will need to pay them £200 to cut my losses to go back to BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Barnet Virgin Media  
Virgin Media should be renamed Virgin Merdia... No internet, if you EVER managed to get to speak to someone they will send you a new router which will work for one month. There is NO customer service - not even a note anywhere saying anything about it. They will charge you over the odds (I pay £50 a month for ONLY broadband) - they will not fix problems, EVER! And then, they will send you email telling you how 'your speed has been boosted!' - now imagine you buy a car that won't start, and the manufacturer bombards you with messages telling you how fast you can travel down the autobahn!!!

Who effing cares for download speeds of a million times faster than the competition, if you can NEVER use your internet connection?

Liars, thieves, incompetent dumbwits!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
south east london Virgin Media  
Rarely got the advertised speed. Had few periods where broadband was out of action. Customer service was absolutely shocking when we moved house and tried to cancel the deal, the only way to do it is on the phone, then they asked lots of completely irrelevant questions. Won't be using Virgin again.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Oxford Virgin Media  
Hi all,

I'd like to explain my situation and how I was abused and trapped by Virgin Media. This testimony is for your help, for you to know how things are treated at VM when service faulted.

I moved in my new home on the 13th of january. A technician came to install all he services and everything was working... for some days.

5 or 6 days later, the internet connection faulted. I contacted the team and they send some technicians.engineers to look after the problem. At the begining of february they called me to inform that the technician who was supposed to come at my house won't because it is a problem of network (cable in the street) and postponed the appointment to the 12 of march (more than a month later). At this stage I was very irritated because I need internet for my work so I had to suscibe more 4G data from my mobile provider. In the meantime the have debited 92£ from my account for the service from 13 january - 12 march, so for 5 days of working services. I asked several times for reimbursement but nothing.

So the 12 march, after almost 2 months of waiting I was impatient to use my internet connect but guess what ? It was still not working. I have contacted the fault service team 2 times and they were not able to give me an answer why. The connect me to the construction team who told me they will contact me within 2 days and that the problem should be fixed betewwen 2 - 8 weeks (8 weeks again to wait!!!!!). I was exhausted and wanted to cancel to go at BT or Sky, so I called the customer services who connected me to the cancellation team. There I explained the situation and say that I wanted to cancel my subsciption without early terminate fees because the were not able to provide the service.

Oh yes, the funny thing is as the internet defaulted after 5 days and the time they send a technician to my home it was too late (more than 14 days) to cancel without fees.

So the guy told me that the constuction team will contact me within 2 days and after this call if I have to wait too (more than 2 weeks) I will be able to cancel without fees. I asked him to confirm that by sendinbg me an email. He accepted but guess what ? I never recived it.

5 days later, of course nobody from the construction team contacted me, I contacted the service and someone said that the problem will be fixed on 24th of march. Wahou ! finally a date of availability of the service i am paying for but can't use

And the 24th of march I think you have already guess that it was not working!!!

I am more exhausted than irritated now. On monday I have again contacted the team, they said the construction team will contact me within 2 days. The didnt. Today I have contacted the team, the said me the construction team will contact me today. Again and again, the same answer and no internet.

So finally I decided to contact the complaint team. I chatted with Zoe, who were very unpleasant. She told me that I have to wait 7 more working days. I said that I cannot wait anymore as I am waiting for almost 3 months now. So as your colleague told me before I wanted to cancel without early terminate fees. And what was my surprise when she told me than it wasn't possible that I have to pay more than 100£ for terminate my bundle!!!!

I feel very trapped today. VM are taking my money, they dont provide the service and if I want to terminate I have to give more money. Is that the kinf of treatment we have to bear with this company?

I don't know what to do anymore. I continue to pay for the service, I am paying more and more 4G data from my mobile provider, and I cannot switch VM from a honest and professional provider.

I hope this testominy could help those who wondering if they should go at VM. For information in my service status it is written that everything works. So dont be abused like me and run away!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LONDON Virgin Media  
Having been with Virgin Media for 8 years, I have finally cancelled my contract due to an unacceptable deterioration in their services. When I first became a customer in 2010 I was impressed with the broadband service and this continued for 5 years, using them in two properties. For the last 3 years, despite paying for the 100mbs package, I have had ongoing issues with speed, reliability and most notably, wireless signal. Despite MANY calls to their tech teams and eventually a replacement router, the service if anything has continued to deteriorate. One customer service agent admitted that Virgin Media have oversold their product in certain areas and do not have the capacity to provide the broadband speeds as advertised, or it seems, the reliability. Be vary wary of their advertised speeds - I have been unable to consistently achieve much over 20mbs at best via my wireless router for almost three years, despite having a 100mbs package.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Twickenham Virgin Media  
Very poor broadband signal
I have been told that my area has ditra ottic cable and 100mb per sec.
But nothing of that internet intermittent signal impossible watch movi online buffering all the time.
Customers services incompetent and never solve any requests. Very disappointed. Just waiting end contract.
  • Satisfaction
    2 stars
Harpenden Virgin Media  
I would be able to write about the speed and reliability of the broadband but seen as we've been waiting 2 weeks for a technician to come out and actually set the box up I can't write about that so therefore I'll write about the technicians speed and reliability... if they had any either after waiting 2 weeks for someone to actually come out we get a text saying he'd be 10 minutes... 2 hours later still not here, rang again said he'd be here at 1... hour later still not here, so 8 hours later still sat here without the arrival of the technician or any wifi I wouldn't recommend this company to anyone
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Virgin Media  
I'm in a new build area so had no choice but to go with virgin or BT as they build the wires into the house.
Just had such a patroninsing chat host trying to tell me I didn't pay the bill when it's on my bank statement I did.
Also fed up with speeds dropping & the kids ps4's lagging all the time.
I'm paying them enough each month for it but they don't to mcare one bit!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cranbrook Virgin Media  
Why isn't it possible to leave a zero?

This company is the absolute worst pile of excrement I have ever had the misfortune to deal with. I dreaded making calls to them because they never understand what you are calling for - the language barrier is extremely hard to navigate, considering they have the majority of their call centres overseas. They overcharge/charge for random things, but woe betide you if you try to resolve it. I'd imagine I'm somewhere around £300 out of pocket for constant errors you cannot resolve. You can ring & get one result, but call about the same issue & get a completely contradictory response, usually resulting in them trying to charge you again. I have never once had a decent experience with them, and am so glad I left for Sky. I tried to contact the complaints department and the contact box never even transferred to an agent! It's appalling that such a huge company would have 0.4/10 & not do a single thing to resolve it - tells you all you need to know about their customer care vs money grabbing. Eurgh, they've been an absolute nightmare from start to finish, & by the end I was paying £10 extra for a bill than the deal I initially signed up for & was 'guaranteed' indefinitely. I used the company for various different products, but I have since changed every single one, and could not be happier with the choice. Trust the negative reviews, they are completely accurate!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Keighley Virgin Media  
Awful service - the wifi is always down and the customer service to resolve this is terrible. Calls, tweets etc. lead nowhere. I wish we had never signed up with them - it's a joke and the worst broadband provider I've ever had.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
They USED TO be good. I downsized my package n over the phone was offered the deal I accepted but in fact they gave me a different deal n there is nothing I can do as they don't have it on the system. Simply woman from customer service LIED to me to make me stay with them! DO NOT RECOMMEND. Speed is ok but now n then I loose connection
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Hampshire Virgin Media  
I used Virgin for a bit more than a year - broadband was extremely slow and stopping every 5 minutes. When I moved to another provider they continue to get money from my account and never reimbursed me ... Their customer service let you on hold for ages... Very very disappointing
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxford Virgin Media  
Virgin, virgin virgin, you certainly are not, pure and delightful. I have been with virgin about 13 years, but for the last 4 or 5 years have had nothing but untold problems, with broadband....I was going to write more, but my internet keeps freezing and then disappearing completely, need I say more! Sky here I come!!!!
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Bromley Virgin Media  
Biggest mistake I ever made was having virgin media right from day one of instalation when they installed it wrong and left me without a landline for 4 weeks ! . Although the television has been reliable most of the time the phone hasnt and the broadband is always giving problems , at least once or twice a week we have no internet and also get told of loss of service due to service works in the area by letter or text. Customer service is rubbish and be warned that when you agree your bundle price , it will go up in price within weeks. Lots of hidden charges on the phone bill as well which makes your bundle not such a bargin. The customer sales department also add on extras you dont ask for . It look me 10 months for Virgin to finally take the correct bundle direct debit amount and refund me. I emailed a complaint in January 2015 I recieved an automated email back to say someone would get back in touch within two weeks , ......9 months later I still havent heard from them !!! I cannot wait untill my contract ends and I will cancel my contract . Never had these problems with Sky or BT,. Virgin seriously need to get their act together !!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Kent Virgin Media  
Wish I never made the move to Virgin!

Currently paying for the VIP package with 350mbps speed.. so far the best I have achieved is 190mbps. I know to some that is fantastic speed but this will last 5 minutes max and then drop to 30 odd... I have spoken to the team at virgin who replied saying 350mbps is only achievable on wired connections and would depend on the house, I asked for them to lower my package as I don’t even get 150 as a constant but they have refused. I am now also struggling with my tv package. It freezes and struggled to load.

To give you an idea how bad things are, I am getting buffering on Netflix! Yet I pay £89 a month... awful service.

My complaint has been sent 6 days ago and I am still yet to hear from them.

I am hoping the 12 months go quick so I can go back to Sky with BY internet.

Please seriously consider options before jumping to virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Nottingham Virgin Media  
The service that i have received has been pathetic to the point where i am frustrated First I had to wait in and there was a no show after calling them we had an engineer out who came and said another engineer would need to come and replace the cable which is another wait in off half a day in total a day and a half.
After the first no show I was told that someone from customer service will call me the next day. Did I get one?.Ans NO!!!. A few weeks later I called them Told customer service would call me the next day between 9 and 12pm again no call. So here is a review af customer service don't expect any because i am still waiting for that call
leicester Virgin Media  
I dont want to say anything look my rating and estimate howmuch i satisfied from there service and speen of network they just say 100mb but it is not true
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Le4 7gh Virgin Media  

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