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 1011 customer ratings since 2023-04-13 (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.

4,679 Customer Reviews over 117 pages

  • Reviewer
    Location
    Essex
    Reviewing
    Virgin Media
    Date
    Comments
    By far the worse UK`s communications company. They boast about the so called turbo speeds they have to offer but really never deliver.Average speed is 10-20 on a good day and drops quite often or spikes in the evening.Worst customer service I`ve ever encountered who are there just to fob you off ....that is they understand your accent in New Delhi & hardly ever make notes on their system regarding your complaint so when you call again your back to square one.
    Bet you R Branson is using BT infinity
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Very disappointed to say the least with Virgin Media Business.

    I arranged a simple residential to business change over and was told this could be done without the need to dig up pathways or interrupt any neighbours as we live in a block of flats.

    The surveyor spent literally 5 mins here and didnt ask any questions just said it could be done from the flat.

    The installations guy came and then told me I must either drill holes in neighbours walls or dig up pathways in order to do what we asked.

    Guess what the sales guy had put the contract in wrong and had told the surveyor it was a new install.

    Whilst here the installations guy put his manager on the phone promising to do it from our flat - never have I heard back from him since.

    Furthermore virgin sales and virgin order dept keep blaming each other and even telling lies about why this all went wrong I can proof this too as I kept all the correspondence.

    In fact Virgin Ordering Dept are now ignoring me as I seek compensation for 6 weeks of messing around trying to do a simple easy task.

    Be very very careful and keep all emails if you choose Virgin as they tell you one thing and dont back up their promises, I will never use them for any business related device as they are unreliable.
  • Reviewer
    Location
    East London
    Reviewing
    Virgin Media
    Date
    Comments
    Avoid at all costs. Everything has been awful from the moment we signed up. Firstly, we booked the date for them to come and set up, waited in all day, and nobody came. No reason was ever given, we were never informed, we had to call to rearrange, which of course meant waiting a couple of weeks until another opening.

    Now, 4 months into our contract, we regret every day the decision to go with Virgin. Firstly, the signal doesn't reach all the rooms, even of our very small flat, we have had to purchase 3 signal boosters for a 4 bedroom flat. Secondly, we pay for 152mbps, but you could count on one hand the number of times we have even approached this. The combination of poor wi-fi signal, and low speeds mean it's not unusual to get speeds below 5, or sometimes even 1, mbps in the bedrooms.

    Thirdly, it regularly stops working totally. It's extremely rare for a day to pass where it doesn't drop out, with drop outs lasting anywhere from 20 minutes to a couple of hours. We have to turn the router on and off again a couple of times, most days. We have had them come and replace our router for a new one, which has changed nothing.

    Fourthly, our experience with customer service has not been positive, with them showing little enthusiasm for trying to help us improve our experience.

    Fifth, they have just informed us the price is going £3/month, despite the fact we already vastly over pay for the quality of service.

    If you are considering Virgin, reconsider. When this contract is over, I will chose ANY other provider, even if it means paying the same for a 'slower' speed, as all Virgin's big promises about speed are empty.
  • Reviewer
    Location
    Pettigrew
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I changed from BT because of lousy service, slow speeds, no connection, etc. Although Virgin is a small improvement I still get days of almost non existent and incredibly slow speeds with web pages frequently timing out. Everytime I phone up I have to go through the same proceedure that does absolutely nothing. Basically I'm paying for a service I am not getting. To my mind that is a rip off.
  • Reviewer
    Location
    Walsall
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    There is not one thing virgin do well . nothing. Wast of time.
  • Reviewer
    Location
    Clapham, London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Had this review been written a couple of months ago the review would have been glowing. However the speed drops considerably now and the reliability is horrific. When contacting their help department they reset the router or tell me there is no issue after being on hold for over ten minutes, neither of which resolve my issue. It is not uncommon to hit pings of 300ms and download speeds of 2Mb/s, 50x lower than what I pay for.
    Previously I was on Plusnet, which surprisingly, managed a stable 77Mb/s on their 76Mb/s package for almost two years. Can heartily recommend them as an alternative to Virgin Media.
  • Reviewer
    Location
    Acton W3
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin promise a lot and charge accordingly. They correctly realised that fast internet is what we need. But they deliver it intermittently. It works OK during the day but in the evenings, when there is presumably great demand, the speed drops to pre-2000 levels. This isn't mentioned in the advertising. Very disappointing and very frustrating.
  • Reviewer
    Location
    Bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    was promised 60mbs when intalled but engineer left with it at 20mbs and said it wasnt right but left it then it was supposed to rise to 100mbs in july i still average 30mbs fed up of calling and be made out to be lieing was told due to a 3 month outage in the area i was eeeligible to cancel but then when i phoned back to cancel i was told i have to pay £250 NOTHING BUT UN HELPFUL LIERS BEWARE!
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Terrible speeds, a 50MB package barely rises above 1.5MB, with regular dips to 0.5MB. Getting 1% of promised performance is unacceptable.
  • Reviewer
    Location
    Stourbridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've been a loyal customer for approximately 13 years. I'm paying £80 a month for an Internet service that is beyond slow, telly programmes - most of which I could get on Freeview and weekend and evening calls. I've just received a letter telling me the price is going up again. To top it all, my son went onto the Virgin forum, (again)!, to complain about our Internet service and received an unbelievably rude response from the guy who is employed to answer the questions. It was so bad, even other customers commented on it! Time to part company I'm afraid!
  • Reviewer
    Location
    Greenock
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor reliability and appalling customer service. Have complained several times to both technical department and customer services. They both have told me that in there words. "There is nothing they can do". I find this totally unacceptable considering I have been a loyal customer for many years. I have now submitted a formal complaint to the CEO of the company.
  • Reviewer
    Location
    Northwest London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been a Virgin Media Broadband customer for several years, however problems always keep happening. Initially, we was told that there is maintenance work going on which last a year and half and to compensate they gave us discount on our monthly payment to them. Then finally internet was doing good but till recently on my wireless I am not even getting 1mb, the speed is like 0.7mb and I am literally just a thin wall away from the hub. I called Virgin Media, they ran several tests which proved unsuccessful as they blamed the insulation in the wall which is completely untrue. So then the next blame went to somebody in area installing other devices which is interfering with mine and therefore there is nothing they can do. They were also happy with me getting less than 1mb wireless internet as they said I am not paying for wireless, I am paying only for the wired connection and wireless is an added bonus with no connection speed guarantees which means even if your wireless speed is 0, that is considered satisfactory for them. I would have thought a broadband company would at least aim to provide basic wireless speed to just browse internet or watch few videos, but that isn't the case with them. Furthermore, they recommended I should buy another Router that is more powerful as the one they provide is not satisfactory for providing the relevant wireless speeds needed. So now I have to spend an extra £100 of my own money to compensate for their rubbish Super Hubs as well as pay them full price for their unhelpful services.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Very disappointed by this company that charges a lot and treats its costumers in a very bad manner. I moved after 6 months of contract, got an appointment for the installation in my new home. But noone came and I learned afterwards that they weren't able/willing to install. I waited for nothing, they never called me and cancelled my contract straight away without notifying me ! Very disrespectful. Very bad.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Worst service ever... Broadband is not even close to 50 mbps.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Since I signed up one month ago, my connection has been on and off, I have spent in phone calls to the customer service around £40. In the last 34 days, 5 of them I could not do anything internet, total cutoff.

    They tell me that, in the contract they don't guarantee the up-time...

    One of the failures was at the beginning, and they told me that it would be fixed in 24 hours. Now they are telling me, 20 after when the connection has been on and off, that if will be fixed in 4 days.

    The service is not reliable, If you are working from home, or really need internet 99% of the time, I would not recommend Virgin at all.

    Complains department tell me that it could be worse, it could have happened to me that I was 6 month with no internet.

    Of course if you want to switch provider... you are going to pay for that... even one month after you signed up.
  • Reviewer
    Location
    wandsworth, london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid Virgin Media like the plague. I get on average 1-2mbps with frequent drop-outs. Several modem reboots will restore to this poor speed. Customer service is dreadful and their site deliberately hides actually being able to make contact. 9-5 help is not acceptable in this day and age. I'm off to BT
  • Reviewer
    Location
    Cardiff City Centre
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Have top package but don't know the name! I must have been in the lucky 10% as my broadband was ok 75% of the time but the day broadband companies were told 10% success in hitting their declared speeds was not adequate I've been unable to stream anything for more than 60 seconds! Atrocious quality, not worth the money, was going to buy a package for my girlfriends house for christmas but now going to check my contract end date and hand in notice. Have to stream now on 3G and I'd go as far as saying 100 times better speeds. Don't buy if your in Cardiff City centre you'll regret it!
  • Reviewer
    Location
    Wokingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Stay away from the so called super fast fibre optic broadband. In the last two months, I have experienced such a bad service that I almost got my Blood Pressure out of control talking to the virgin care.
  • Reviewer
    Location
    Newcastle
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Customer service awful, they cut me off twice and didn't think of calling me back when I had a problem! Very rude on phone aswell, they didn't listen to what I was saying.
  • Reviewer
    Location
    uk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    poor speed 3.2 Mb on fibre
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They do you deals which you think are permanent only to take them back and charge you more when renewing your contract. We are paying more now for less service than we were receiving in 2012 AND the prices are going to go up ABOVE inflation in February 2015.
    I’m constantly watching better deals being offered to new customers with nothing being passed on to existing customers. Once you're in you're in and the cost to cancel your contract is basically the same as staying with them until the end of the term....
    I don't believe that when something becomes more efficient that it costs more.
    This company should invest its own money into upgrading its infrastructure and paying its shareholders and not hold us to ransom.

    End of contract, I’m out.
  • 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
    Jones
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've got to say Virgin, you guys are absolute con artists with deceiving selling tactics and who clearly want to squeeze every penny out of every service you provide. My parents had been loyal Sky customers for years (9 in fact) and mistakenly thought that loyalty paid dividends. Which most savvy consumers know, when you aren’t getting what you paid for, you go to an alternative provider who can offer you better for either the same price or preferably cheaper. When Sky broadband wasn’t providing the service they were paying, i looked into a better alternative for them. Virgin, as it happened, at been inundating them via the post for some time to try and sway their hand, My step father who was dubious to change as they enjoyed all the comforts of Sky TV and the calls to Australia (where myself and fiancée live) which Sky offered at a good rate, wanted to see whether Virgin could offer them something. My parents had the full package with Sky - TV/Broadband/Phone etc and although it was the broadband they were mainly unhappy with, listened to what Virgin had to offer. For a few weeks, telephone calls went back and forth with Virgin, the sales advisor very keen to get my parents on aboard and eventually agreed to match what my parents were paying at Sky and promised that EVERYTHING my parents had with Sky, they would get with Virgin (apart from Sky Atlantic but that was fine) As they were changing for fibre-optic, they thought this was a good deal to change over from Sky so decided to give it a try, bearing in mind my parents are very old school and hate chopping and changing. Fast forward to this week. They had a friendly Virgin chap come round and set everything all up for them in a few hours and my parents seemed fairly pleased with the easy transition. That was, however, until they decided to watch TV and noticed they weren’t able to access the Sky Sports and Movie HD channels which they of course found strange as they were promised by the Virgin Sales Advisor that my parents would get EVERYTHING that they had with Sky. Needless to say, my parents rang Virgin to query this and would you believe the audacity of the person on the phone who said that my parents would have to pay an extra £7 per month for the Sky movies and sport HD Channels(!!!) Of course, my step father who had to be convinced to change in the first place was both shocked and angry at this. The unsympathetic cancellations advisor or whatever they wish to call themselves, in a very patronising manner said that 'on this occasion, we will waiver the extra £7 per month for 12 months' as if this was a gesture of good will even though my step father thoroughly explained he had been mis-sold the package. My parents eventually got what was promised and were able to get the HD channels. The next day, my parents noticed that when they were getting incoming calls the caller ID was coming up as 'External Caller' which they have never seen before so decided to call Virgin again to find out whether this was their doing as they couldn’t see the number or their phone, guess what? Virgin said 'To have that facility you need to pay an extra £2.25 per month'! Now, you could be reading this thinking, its only £7 and £2.25 but when you put that on top of what you are already paying and when you have completely changed everything from another provider on the promise and guarantee that everything would stay the same, you feel conned and mis-sold. Virgin, your selling tactics and customer service come under real scrutiny with this and because of this, you have lost what would potentially be a loyal customer (providing you gave the service which was promised) now as they are in their 14 day cooling off period, i am now helping them look for another provider. Thank you for teaching us a hard lesson that dont expect to receive what you are promised, will be delivered. Note to all potential Virgin customers. Make sure you know what you are paying for, even though they promise to 'Match' whatever you were paying before. I will be posting this on other review sites and considering contacting the financial ombudsman to save anyone else going through the hassle you have given to my parents.
  • Reviewer
    Location
    birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have been a customer of virgin media for 14 years. and reading some of the reviews were shocking I have been really pleased with there service. broadband speed fantastic satisfaction all round. any problems sorted within the same day.all my family are with virgin media and we would not change to anyone else.
  • Reviewer
    Location
    Chipping Ongar
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Virgin are overpriced as most of the broadband companies are. My broadband went down a week ago for one whole week. They told me they didn't know where the box was to fix it in the street, It took three visits to sort it. The customer service in India was also of no help and quite rude. As a gesture of good will as they called it they credited my account £5. That says it all really. Go with anyone but these crooks. Best of all is don't go with any of the big companies. BT for phone and freeview is what i'm going for next.
    By the way my one stars are only because there is no lesser option.
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    Virgin Media
    Date
    Comments
    I was meant to be getting 60mb of internet. Super fast fibre optic they call it. For the past month it has been extremely low. Reaching 0.35mb which is ridiculous. Contacted an online chat support who was rude! He also had the nerve to log out of the chat before I could respond! Virgin Media staff tend to be very helpful when getting you to sign a contract!
  • Reviewer
    Location
    Redcar
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am supposed to have 150mb today's speed test is 15mb that is 1% of claimed speed ! And their wireless router has the worst range I have ever seen at the end of my contract I will not renew I would rather pay 25% of the cost for 25% of the service than pay 100% for 1% of the service
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    The most disappointing part of Virgin's broadband service for us has been reliability. Since signing up we have had a 1-day outage once per week. We plan on switching to another provider.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Unreliable at times, download speed varies quite a lot, dreadful foreign based support/helplines, GREAT offers for new customers whilst generally exploiting existing customers. Try elsewhere first!
  • Reviewer
    Location
    Lanarkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company should be closed down they are stealing money from peoples bank accounts.

    Virgin Media are the worst company I have ever dealt with, they are totally incompetent. They have been over charging me with wrong bills for six months now. Several times I have phoned their customer services to get it sorted, they tell me its sorted then overcharge me again, I have now cancelled my direct debit to protect my money they keep STEALING. I am willing to go to court with them over this, and I urge EVERY Virgin Media customer in the country who has been wronged to take them to court. If every dissatisfied customer takes them to court hopefully we can put them out of business as they are acting like a bunch of crooks. THIS COMPANY MUST BE CLOSED DOWN THEY ARE CONTINUALLY REMOVING UNAUTHORISED SUMS OF MONEY FROM PEOPLES ACCOUNTS AND THAT IS JUST WRONG.
  • Reviewer
    Location
    Surrey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling service with virginmedia. The broadband is so intermittent it is impossible some days to use laptop. This has been an issue since May 2014. We have had engineer out who replaces hub set top box etc and have been advised to increase speed but no improvement. It is one nearly November Virgin customer care have kept telling us this will be sorted it's a cable fault from them but it is so intermittent. They really don't care at the appalling service. We need this for business and were planning to set up a business account with them but after the standard, or lack of , the customer care over the broadband will not be doing so.
  • Reviewer
    Location
    Winchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I signed up with Virgin media after disappointing service with another company 18 months ago. I signed up for 30MB fibre optic including TV and phone. The internet work to satisfactory for the first couple of days after that it was lots of drop and very high ping. I call customer service several times and most times the could hel resolve the problem. I think the only time I got a true 30 meg connectio is the first day when the engineer installed the system and he was showing me the connection speed. Makes me think. Did they just boost the signal for that time to make u feel u r getting what u pay for. Anyway I know u wont get 30m3g on a 30 meg connection allthe time but my connection spee for the last 4 mounts is roughly 1mb ot 1.5 mb download and 0mb to 0.9mb upload speed. Is that ....... ridiculous since I am paying without fail every month for the service. Is there someone I can complain to about virgin media? This is a total rip off. Which intrnet company take 6 months to solve speed problems. But if you don't pay for the service you get extra charge but yet no one is holding virgin media to account for ripping of normal domestic customers.

    I want to know what virgin media has to say. I am seriously considering suing them.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Comments
    The only problem is the internet, its constantly going on and off at LEAST six times a day. Seriously needs to be sorted out. Everything else is great
  • Reviewer
    Location
    perth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    There customer service is absolutely diabolical my broadband is constantly buffering and freezing I have been past from pillar to post speaking to rude advisors who I can barely understand one told me to stick a pin in the hole in the back of the router with the result ii lost the settings so they told me to get a laptop or borrow one to be able to get the settings back on my router when I said I couldn't do that they said well we can't help you they promised me a new router an engineers visit which never happened I was told every time I called that they were monitoring my connection as it keeps dropping notba thing has changed they are totally incompetant
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    After a visit from a friendly salesman in March this year, I signed up to Virgin broadband as one of my lodgers, who paid for a Sky package, moved and took it with him. It was set up quickly and worked perfectly until June when the signal became intermittent. By July it packed up completely. I tried calling to rectify the problem but could never get through. E-mails were left unanswered and I wrote instead.
    In the meantime, I also had problems paying the bills. They only offered on-line payments but failed to give me the passwords and special pin numbers to access and pay the bill. The bill e-mails also arrived on the day the bill was due therefore my delayed payment (by cheque) included a late payment charge. I wrote two more times to complain about both problems but still no reply. My third letter resulted in an automated letter confirming receipt of my complaint letters but nothing else happened.

    Not long after the broadband failed, the box overheated to the point where it was too hot to touch and smelled of burning plastic. I unplugged it as soon as I noticed it. (I had to hide the router outside as one of my silly clown lodgers, fed up with no internet, kept plugging it back in despite the danger!) Once again I wrote to Virgin with now three complaints - plus a threat to request cancellation but still no reply. At the end of July I wrote one final time to say I was cancelling my subscription and would only pay the final bill for July plus a month's notice, for August, which I duly paid.

    Late August I finally received a letter from Virgin Media Customer Complaints Department. The gentleman made various claims and excuses and even contradicted himself a few times. He basically said I had to telephone to cancel the service but because I was still under contract, a £180 fee plus an extra month's bill had to be paid. H even said they had no record of me reporting any faults. I wrote back pointing out these issues and my refusal to pay the fee as they breached the agreement by not providing me with any service. I also pointed out that I had requested to cancel in writing and was not comfortable handing over sensitive information over the phone.

    He wrote back again urging me to call but I refused. By now I received another bill (this time by post because I ignored the e-mail bill) for September which I did not pay. He said I still had to pay the £195 cancellation fee (it increased!) really pushed the need to phone him during office hours. I work during the day making this impossible. He also said they had a record of me calling Virgin in June about the billing problem but had never reported the fault.

    Disgusted by such ignorance, I waited before writing back. I received another bill (by post) for October's outstanding bill plus another letter from Customer Care issuing a Default Notice. I was given 14 days to reply. I have sought some legal advice and written to the gentlemen in both departments standing firm to what I already said. Now I think it is just a battle of the wills. Is it worth taking me to court for £91 outstanding? What happened to the £195 fee?

    By this stage, the phone calls started. I had one missed call each day for a week. I looked it up and saw it was Virgin. I saved it in my mobile as 'DoNotAnswerVirgin1'. I also received a daily text message asking me to call them. Over the last two weeks I have had three calls a day, between 8:20 and 19:00 from three different numbers (all saved the same as above but with a '2' and a '3' at the end) plus one text message per day. I duly ignore them.

    My advice is NOT to make (or receive) phone calls but put everything in writing. This way you retain a hard copy of all correspondence. Phone calls are time-consuming, expensive and are recorded to be used against you. All other companies expect contracts to be made out in writing including the cancellation of such agreements. Virgin prefer to get you on the phone, twist your words and delay cancellation so that they can extract more money.

    It makes that creepy, grinning goatee beard seem all the more sinister. Avoid Virgin at all costs.
  • Reviewer
    Location
    Belfast
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    It's brilliant when it works but right now I'm using giffgaff internet to ask why my virgin simply isn't working at all even when the modem isn't flashing any suggestions of difficulties.
  • Reviewer
    Location
    Ashford, Surrey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Advertise BIG and don't deliver, is the order of the day with Virgin. Every time I log in, a banner advertises that in October 2014 my Broadband would be SUPERCHARGED from 30Mb to 50Mb...October came and the banner changed from October 2014 to between February and June 2015, come then, no doubt the goalpost will change again.
    Credit where it's due. I asked for a free upgrade to 50Mb because Virgin's upload speed is absolutely dreadful. They promise 10% of your download, but you will only get 10% of the package below the one you have. So my 50Mb has a 10% upload of a 30Mb package...barely 3Mb

    Customer service is friendly, but useless.
  • Reviewer
    Location
    derby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Have been with Virgin for 10 (odd) years.
    No complaints! :)
  • Reviewer
    Location
    Rugby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Having given one months notice and cancelled my direct debit I was sent a final bill covering a period after I was disconnected. I was advised that Virgin was unable to take money from my account a few days after I had been disconnected. I was hassled for payment, recd a pay up or else letter, had a debt collector on the phone, after several weeks it transpired my months notice had not been processed for 2 weeks after I had sent the email and they were chasing me for payment of the final 2 weeks they thought I owed. Why couldn't they have told me that in the first place. I was promised a letter of full apology, needless to say it never arrived, nor did a refund of the days owing to me between the end of my notice and the expiry of money they took the previous month from my account. All this hassell because I forgot my password and they wouldn't help me to remember it, so I went with a cheaper supplier. They also claim the phone line is not disconnected until a week after it has been, they are yet to explain that one to me. Don't touch them Virgin with a barge pole.
  • Reviewer
    Location
    coventry
    Reviewing
    Virgin Media
    Date
    Comments
    who ever reads this please do not join this company as it is a con.i was told my bill was 31.99 and i was always charged 43.47.
    most importantly all my friends say that they keep getting over charged in the bills.i am now seeking legal advice. looking forward to leaving the company a.s.a.p

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