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)

Visit Virgin Media   Read our Virgin Media buyers guide

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

4,679 Customer Reviews over 117 pages

  • Reviewer
    Location
    Ilkley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    This company lies constantly! They tell you what you need to hear on the phone but this never appears on your notes and never happens. We were mis sold our original package (as it seems is pretty normal), we had our tv installed and then broken so we didn't have service, we were told the original item we had been told didn't exist does exist, we were promised a discount and that lasted 1 month and then surprise surprise there is nothing on our system showing this agreed discount so now you have to pay double! They pass you from pillar to post, patronise you, have no clue (one person will tell you it's not possible, the next will send you an engineer and the final person of you're persistent enough will do it for you over the phone) and lie constantly. The worst is they talk over you and don't let you speak. Awful awful company I would NEVER use Virgin again and make a point of telling everyone I know not to use them.
  • Reviewer
    Location
    Rugby
    Reviewing
    Virgin Media
    Date
    Comments
    I wished to update my account but had forgotten my password. The contact us help refused to help for a week and it wasn't until I reminded them they had my phone no and was it beyond their imagination to ask someone to ring me and that I was changing supplier. I then received two separate phone calls offerring to help - their first security question was could you tell me your password. My cousin told me she was in tears having spent an hour trying to cancel the account her grandmother had with Virgin when she died, and her grand-daughter did not know the password. Surely this is something which happens on a regular basis and there should be a dedicated team to help bereved relatives at such a difficult time without adding to their grief. A friend has just left because of a replacement package for the now obsolete one he was happy with, of course the new package was more expensive and had features he didn't need.
  • Reviewer
    Location
    West Bromwich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    So far been with Virgin Media for 24 months for the first 18 months I had TV (Tivo and V+) Broadband and Phone had been perfect. after my contract finished I cannceld the TV pavkage and upgrade my broadband from 100MB to 152MB now it my first time with VM and got to say the best ever. Even helped me but canceling a 3 months bill due to been laid off. THANKS VIRGIN MEDIA AND THANKS RICHARD BRANDSON NEVER BSKYB AGAIN
  • Reviewer
    Location
    North Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Just avoid Virgin Broadband. Yes its fast - but you pay a lot for it, its just not worth it. The awful thing is they’re covered in slimy sales techniques and they’ll do all they can to patronise you and make your life miserable. For example, you can’t find out what anything costs its all how much money you’ll save, well whoopee. Their website is awful, its complete marketing bull. Every time I have to deal with them a little bit inside of me dies. I’ve spent 18 months looking forward to the end of my contract and now I’m cancelling all they do is try and sell me more crap at extortionate prices.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Virgin Media is without a doubt the worst internet service provider I've ever had the misfortune of having to deal with. Although the connection speed is decent when available, the reliability of the connection is horrible. I will be choosing a new ISP as soon as I am able to do so.
  • Reviewer
    Location
    Chandlers Ford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just used UK broadband Speed Test - download speed 0.9mb - upload speed 0.7mb - price £26.50 per month.

    Customer service non-existent - today tried to contact Virgin Media - after 5 minutes and many pressing of telephone buttons they cut me off. Virgin Media is junk.
  • Reviewer
    Location
    NW
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Take care if you don't know how long you will be living in a property.
    I was told prior to contract if they could not provide the service when I moved the contract would be cancelled with no penalties.
    Surprise Im moving they cannot provide virgin service and have charged me £166.66!!!!
  • Reviewer
    Location
    Rotherham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Really getting fed up with VM broadband. 'Known faults' and 'a engineer is on his way' is becoming all to frequent. Up to 100mb d/l speed but out of the three months since upgrading its never passed 50mb. Poor service.
  • Reviewer
    Location
    Sunderland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Ive been with virgin media for around 10 years now and yes had the odd problem with internet connection but nothing too major. Only have broadband with them though. Maybe just been lucky with all these bad reviews.
  • Reviewer
    Location
    South Gloucestershire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Have been with Virgin for nearly 5 years - thought about levaing a few times but been promised better BB speed and stayed. I asked them in October (with monthly reminders to confirm my contractual notice) as they frequently upped the price with no notifications. I got a response from someone in India saying they had a contractual right to up the price when they liked - I pointed out that the contract actually says with notice. I asked them to confirm when and how they had provided notice to me of the price rises - no response despite reminders. I asked them to escalate this as a formal complaint and they responded from India to say it would be dealt with in 28 days - that was in Jan and still waiting! The service itself was rubbish and frequently hung or disappeared completely.

    If you want poor customer service and a poor product that doesn't deliver then Virgin is the company for you. The only thing they do efficiently is up the prices and take your money.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Virgin Media is the only provider I am SCARED to call because I know they will be incompetent and upsetting most of the time.

    Any conversation with them ends up being a fruitless call with an unprofessional representative. It has been a 3 year journey with Virgin. Firstly, they left me without a service for 3 months because they could not arrange a team of 2 people to come and reinstall the service at my new address that included TV, internet and phone! Throughout my 4 scheduled installations there was only 1 person coming instead of 2. I had to take 2 holidays at work to meet them and ended up with no service every time. I spent hours on the phone with them calling 0800 number from the mobile phone being transferred from one department to another for 3 months before it was sorted out.

    I got so upset at some point I realised I have never been more upset with any service provider. After the incident was sorted out I had to chase them for 1 YEAR to compensate me for the reimbursement of 1 MONTH of service, not 3.

    In the meantime I don't know how but I actually recommended their broadband to my friend which was offering 50 GBP reimbursement for the services for her and me. I has been 4 months they should have paid this money to us. I called them 5 months ago to ask what was happening and they confirmed that the reimbursement was due in 1 month. 4 months since then, I just asked my partner to call them and that was the first time I witnessed him, being always composed and polite, to use an F word on the phone. They have no comments with regards to the reimbursement to any of us...

    Should I start the fight again and spend more on a rehabilitation SPA treatment afterwards or leave it and let them get away with this?
  • Reviewer
    Location
    Warwickshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid Virgin Media at all cost! Absolutely rubbish quality of service, totally unreliable. I lose connection to internet dozens time a time. Several times a week there is no internet for no obvious reasons, I have to stop work and wait till I get it back (apparently no point in calling them - just a waste of money on telephone calls). Wireless router is rubbish: I can have internet only in one room where the router is located, if I move my laptop to another room there will be no internet. Very often my laptop can "see" all of my neighbours' wireless networks with good quality of signal but not my own!

    My friend had to ask for a router replacement 3 times. Only the third one was able to provide a decent quality of signal. But what is the most shocking is that they PUT A DEFAULT ON HIS CREDIT FILE FOR ONE LATE PAYMENT! They have not sent him any default warning letters (as required by law). He missed a payment, paid full amount later but now has a default on his credit file - unable to get any credit, can't get a loan, can't get a mortgage. And will be unable to get any credit for the next 6 years before this default disappears from his credit file! Avoid unless you want to take a serious risk! One late payment and your credit history is ruined!
  • Reviewer
    Location
    Reading
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      5 stars
    Comments
    I'm really hacked off with Virgin media, I pay for the top broadband package 152Mbps as I occasionally work from home. i have NEVER EVER EVER got near to 152Mbs in fact the highest I have ever gotten is 50 Mbps download, in my opinion this is a massive fraud, so will I get rid of them, yes I will. Goodbye Virgin media for good.
  • Reviewer
    Location
    Rugby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Reliability
      2 stars
    Comments
    I took up Virgins premier collection offer last September and it's the worst thing I have ever done. The broadband took them two weeks to get right, the speed is definitely no better than I had with Sky despite their claims. I took up the whole offer and reasonably expected them to transfer all services or at least inform me if there were any problems involved. Neither of these things were done because three months later I found that I was still being charged for the television services by Sky! When I queried this I was treated with the off hand reply "It was down to you to do that" So far from saving money it has cost me considerably more. There are other issues too many to go into here but the customer service is apalling and they don't seem at all interested once they have you as a customer.
  • Reviewer
    Location
    Winchmore Hill
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I Have to say I think Virgins network and customer service is the worst i have come across in the industry.

    customer service is just a joke!
  • Reviewer
    Location
    leicester
    Reviewing
    Virgin Media
    Date
    Comments
    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
  • Reviewer
    Location
    Yate
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Left BT 2 years ago as they still insist on extra £17 pm for a phone line PLUS £27 for broadband but Virgin charge £24,50 for 30meg broadband only, and I use VOIP for phone calls, speed usually around 33,5 megs, av phone bill £3-4 pm. Everything done when promised, everything reconnected within 24 hours of moving home, one streetbox problem in 2 years fixed within 24 hours, about to get free upgrade to 50megs, VERY happy with Virgin, could never go back to high price and extremely poor service I got from BT.
  • Reviewer
    Location
    Cadishead Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Virgin Media...DO NOT EVEN BOTHER CONSIDERING THEM.

    I recently moved back to my mums for a short term whilst finding a new home, she uses virgin media, now I was with sky before I left my old home.

    I try to play world of warcraft online, and more than likely it will die out, not to mention when one more person connects to it, it dies out.

    On some days it connects well, others, not so well. But then when you ring up it takes forever to get through to the team, I have been on the phone for at least 15 minutes, although with sky you get through within 2 minutes. the womens voice is so irritating and drags out.

    Just dont bother going with virgin at all, sky is the best connection iv ever had. IF I could use bad language, I would.
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I sign with virgin all included and the only option you have with them was take a 18 months contract, they accure me that If I was moving in a new house there were not problem to take my contract with me, apart sometime my TV or internet let me down, the service overall was not bad, but dealing with the customer service was the hardest thing I had to do, everytime you call them you speak with different people, sometimes based outside UK, the consultant did not find an aswer but looks like he was reading from a piece of paper, anyway finally came the time I have to move out and call them to take my contract with me, move 0.6 miles from my old address and surprise they did not cover the area of my new flat and the answer was "sorry you have to cancel the contract and pay allt eh extra months" shocking I ask how to complain and surprise surprise the only way to complain is to WRITE A LETTER to the Head Office, incredible, a company provide internet in your house and the only way to complain is to write a letter by hand, I start to laught because honesty there is nothing else to do, till they send me the letter in which they were seay "sorry to hear you leave us" NEVER NEVER AGAIN I HOPE I HAVE TO DEAL WITH A so unprofessional company where the customer service is the worst ever and they do not treat you as a person but as a mumber, I hope Virgin and Mr Branson learn to work honestly in the future and treat people bette that they do not. DO NOT TRUST THEM, do not go with them, now I have my sky and no problem at all.
  • Reviewer
    Location
    Bedford
    Reviewing
    Virgin Media
    Date
    Comments
    BE careful what you agree with virgin. I'm elderly and moving to sheltered housing so cancelling my telephone line and broadband. VIRGIN are charging me £64.20 disconnection charge,after I have paying them from when they first commenced trading. SO DISAPPOINTED ITS NOT THE COMPANY IT ONCE WAS.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Customer Service
      2 stars
    • Speed
      3 stars
    Comments
    Goes down more than any broadband I've had in the last 10 years. Constant equipment failures, service interrupts, and slow as government service during the peak times. BT was much, much better on all fronts.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Broadband is slow even with high mb, customer service is practically non-existent. Prices go up and up. Would of gone with sky a long time ago, unfortunately we cannot get a great signal for the tv package as well because of trees in our garden, but as soon as the fibre optic is done in our area through sky and bt that's where i will be heading!
  • Reviewer
    Location
    Kent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    1 star is too much for Virgin, the company is a rip off and a disgrace and use sharp practices. Customer services are a shambles. If computer says no that's the end of it as far as they are concerned, I have been a customer for years but I cannot put up with Virgin anymore so they are losing a good cutomer.
  • Reviewer
    Location
    bradford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    my bundle is 40MB but what i get is 4.3MB only i do the test through different speed tester i called the customer service to complain it took more than five minutes and i got nothing as usual
  • Reviewer
    Location
    Tayport
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID THIS COMPANY! I have been a loyal broadband customer of Virgin Media for a good few years. Then last year, Virgin Media announced that because it was such a good company and needed to remain competitive, it was increasing its prices way above inflation. I disputed this and communicated with Virgin Media over the internet using their website chat. The representative of Virgin Media misled me and indicated that if I agreed to stay with them for 12 months, my prices would be fixed for 24 months and I would get a free phone line. I agreed to this. A few months later, I received a letter from Virgin Media stating that they were such a good company and to remain competitive they would increase my prices way above inflation. I disputed this again and the attitude of Virgin Media is that I need to read the small print and they can do what they like. I took the case to the ombudsman and the ombudsman ruled that due to the Virgin Media contract, they are within their rights. I have sinced moved home and now live in an area that is not serviced by Virgin Media. Virgin Media have added disconnection charges to my final bill, which has multiplied the cost. I have disputed this and Virgin Media have put a black mark against my credit history, which is otherwise exemplary. I will be taking legal action against Virgin Media for making my credit more expensive because this will cost me money if I need credit. Whenever I try to get through to Virgin Media, I end up speaking to somebody in their Indian call centre. They can't make any decisions and cannot even ask for somebody from the UK to call me. After being a loyal customer for years and after always paying bills on time, this is how I am treated by this awful company. Avoid Virgin Media, otherwise you'll regret it.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Reliability
      2 stars
    Comments
    very hard to understand becomes very difficult
    sometimes activation can be a problem it is also mightbthinkbof changing to bt broadband
  • Reviewer
    Location
    Colchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Non-existent customer service, horrible TV reception and long, long waits on the phone. I changed to Sky, who have been brilliant. Virgin have now promised on three occasions to send packaging for their old eqipment, but seem incapable of sending Jiffy-Bags through the post. They have, however, warned me against disposing of their equipment, which is so old it has NTL on the front! Never, ever, again, they're absolutely useless!
  • Reviewer
    Location
    Amersham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Just had new home hub installed to solve my ongoing connection problems via Apple airport. Engineer showed up on time, sorted it in five minutes, tidied up after himself and set up all my devices for me. Very happy with the service today.
  • Reviewer
    Location
    chertsey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    8 months of stress after a bad installation and them digging up my drive and me calling twice a week for the last 8 months and no one wanting to take responsibility for what happened! Your just a number not a person and I won't be renewing my contract with them. If you have any sense stick with sky! Customer srrvice is outstanding with them compared to virgin. You have been warned.
  • Reviewer
    Location
    Cardiff
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible company miss sold told after the initial 6 months could down grade with out charge not true broadband is terrible my 3 year old bt hub was much better . Go elsewhere .Terrible customer services
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Recently I upgraded from Sky to VM, not being happy with Sky's poor broadband speeds even though they claim up 20Mbps.

    I ended up getting the VM Premiere Collection and so far I haven't looked back. I got this mainly because of the 100Mbps broaband and I thought we might as well switch over our TV package as well just for convenience.

    Doing a wired speed test I get on average a whopping 85Mbps! And remember, even though you pay for a 100Mbps, data is lost from the box on the road down the coax cable to your home, so you will never get the full speeds you want, regardless of who you are with - what matters is the percentage of data you get of what you pay for.

    But there is a but. We have a loft conversion and our router is located on the 1st floor of the house, meaning WiFi signal is poor in the loft; it's very good on the ground floor, however. Because of this poor signal I get poor download speeds, meaning I'm not getting the most out of my internet package up here. Unfortunately, this isn't something an ISP can solve for you because this is a problem with regards to your environment. Also, WiFi speeds are no where near as reliable as an ethernet connection! This is fact. But we never want to be wired up and restricted with our freedom of movement. So, the only way you can get around this is by being ingenious, spending a little money and being a bit of a geek, I'm afraid.

    If you can fulfill that criteria then you can do what I've done, which is buy another router (a good one that is dualband), flash it with a custom firmware (I used DD-WRT), and use it as a wireless repeater. There are tutorials on the internet that will assist you if you're not sure what to do or where to start (however, you MUST be computer literate and be comfortable with what you're doing!). Furthermore, I bought a dualband wireless adapter to take advantage of the 5Ghz band and WiFi speeds. Since doing this, I went from 25Mbps download speeds to 70Mbps download speeds - in the LOFT!

    With Sky I got a measily 5Mbps and I did everything I could to make it better to no avail. With Virgin I get 70% of the speeds I pay for through WiFi and the package I pay for is £5 cheaper than what I was paying for Sky.

    I have given 3 stars for Customer service because I haven't been with them long enough to give a decisive rating on that one.

    Broadband reliability is good, not amazing, haven't had any real issues though.

    I hope I have answered any questions you may have had. A lot of people don't understand networking and just jump on the bandwagon of their ISP is bad and not understanding why they're having problems - remember Wired > Wireless.
  • Reviewer
    Location
    Cambridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Don't let anything go wrong with your broadband or bill as their customer service is appalling. When I opened my account I was given the wrong information by the operator and this has resulted in me being out of pocket of £50. When I called for help, none was given and on top of that they could not have been more patronising. If I knew how incompetent their staff was I would have chosen a different internet operator.
  • Reviewer
    Location
    staffordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I only have TV package and now on numerous occasions have tried to contact virgin media to get channels removed. I have had to wait over 5 minutes to get through to the right person after pressing the various numbers only to be told they are experiencing technical errors so therefore waste of my time problem still not solved. Had issues with internet dongle also, going move to sky asap.
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I used to be an NTL customer. Then NTL became Virgin, we lost all the sky channels and I left Virgin swearing I would never deal with this bunch of dishonest scum again. 2 Years later i find myself in an area with dreadful ADSL and am forced to go with Virgin if I want servicable internet. I knew this would be a nightmare entered into, and guess waht, yes it is. This company is a disgrace. It invests millions of pounds in new main backbone infracstructure but then completely fails to support this with suffucient capacity in the street boxes that share the internet and TV out to its customers. In the last 4 years I have had to phone up and complain every 5 to 6 months that my TV signal has gone so that half my channels can no longer be recieved, and my internet is clearly being swamped in the box as I get sub 1mb download in the evening. If I try at 1am miraculously I get full speed. Every time I phone up some idiot at the call centre tries to tell me it is a TV box issue (what...both of them! really??) and that my router has a problem - oh just like it didnt have a problem on the previous numerous visits. I know how the system works (I'm a network engineer) and I actually explain the workings of their own system to these gimps and yet they insist that I have to wait in my house for an engineers visit - I do not need an engineer in my house, he just needs to add a card or fix my connection in the box in the street -but every time an engineer comes out and confirms once again that my boxes in hte house are perfectly fine and it is a problem with the box in the street - wow really...you don't say....

    The thing is that Virgin could get rid of 95% of their complaints and negative feedback (and maybe not piss off all their customers ..just an idea) by sorting out the capacity on the boxes in the street - this will cost money - but how many customers leave because of their shocking service???? I can now get BT fiber in my area, my Virgin contract is about to be cancelled - thats about £1200 a year they wont be getting off me because they wont put some £4 interface cards into the box in my street.
  • Reviewer
    Location
    Stansted
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please do not use virgin broadband. We have been on the phone for three weeks every night now to their supposedly customer service! Every day from 4PM our download speed drops to 0 and we lose connection completely. They told us out modem was faulty and sent us a new one, they failed to tell us they would charge us 7 pounds postage. They promised us that if this did not resolve the problem we would not have to stay in another 12 months contract with them. Of course this did not solve the issue and they deny the conversation ever happened. Yet they say they record their phone calls so I said to them go back and listen and you will hear they reply but we don't record all phone calls. They are rude, have an answer for everything, never phone back when promised, and constantly deny that there is anything wrong. I have now got a Mac code from them and they informed me that if we do not pay for the Rueter which did not need replacing that they will send round the debt collectors. I said they can have their reuter back as this will cover the so-called debt. Please please do not use them you will spend every evening on the phone even trying to get through to someone is a joke, when you do get through to India you will be lucky if you can understand the person on the other end of the phone as their accent is so strong. I am now switching to BT
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    we get 160 mb download and 12 upload, for 400£ a year. we used the vcloud code when ordering. no phone tv or that rubbish.
    install on time and professional.

    thing is with most broadband, its just luck of draw. it might be brilliant, it might be awful. so many factors influence this beyond the name of the company who you choose.

    so far is better than we dreamed but it could change, so fingers crossed it stays good
  • Reviewer
    Location
    londonl
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Expensive and rubbish. Over the years l have noticed their service getting worse and more so as the years go on. They give me a deal then instantly find a reason why it should go up! The broadband cuts out continually. The customer service is a total joke a technician who couldn't tell me what was up?! Are you kidding! And to add more insult to you has a customer Expensive!!!
  • Reviewer
    Location
    blackpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Very impressed. Easy to order on line, look around for discount codes dont always accept the first price that comes up.
    Good communication. Engineer arrived as arranged and explained and set up everything including my laptop and internet tv.
    All speeds as advertised.
    Previously very disappointed with bt. I found my home powerline didnt get good speeds but that was down to older equipment not supporting the speed. Pleased that I moved.
  • Reviewer
    Location
    hartlepool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Well where do i start, service engineers at virgin media do there best to try and convince you that virgin media is the best service.provider on the market but to be honest we know that is a pack of lies.
    I used to be an engineer with virgin but have now left and work for sky.
    I can tell you that the network is saturated and we had alot of cabinets that where so old that the equipment in them is so old that we had to take out of one cabinet that had been discontinued to replace the amps. Network engineers are so supposed to keep on top of the daily maintaining of the network but all theu can do is try and keep it worming as best they can as virgin have now pulled the budget yet again and there is no money for upgrades.
    engineers are told to tell customers that the network is fine and the is no problems but we know different. The cab network is a mess 90% of street cabinets are full and all that happens when new customer comes on board is they use a splitter in the cab to share the power down the rg11 or rg6 cable to your house. And to be honest unless you are top tap port in the cabinet you are go to have problems.
    And all that will happen is another engineer will come out and just swap the tap over to another port whicb means they take someone off service and put yours on there tap port simpme job done and when they do red tools test it comes back with green no one knows any different.
    engineers are hit on a monthly basis with massive under achievable kpi,s which then helps the company claw money back from engineers.
    and this is just a tip of the iceberg of what afm,s tell there engineer,s to make sure they get pass results and also bully the engineers into making sure they get 10 out of 10 on nps scores from customers.
    i feel sorry for anyone who is with virgin media now and this will only get worse my advice would be tv with sky and fibre broadband from BT i have had BT in for year now and constantly get 84mbits and not dropped off once
  • Reviewer
    Location
    Coventry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I am a landlord and have three accounts with Virgin in my properties.

    Their service is not simply poor, it is the worst, most incompetent that I have ever come across. Their staff don't know how to do their job and something simple like transferring an account has taken over 7 hours on the phone - on a call I am paying for!

    Trust me, when I say that you should avoid them like the plague. You can get a better level of incompetence with BT or EE (with whom I also have accounts).

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