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
    Belfast, Northern Ireland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Even whilst connected via ethernet, I've been experiencing speeds below 10mbps at off-peak hours, with extremely high ping ranging from 100-600ms and high jitter. When it works, it works well with advertised speeds, but especially recently more often than not the internet has been extremely unreliable, with extreme ping and jitter issues, making the internet completely unusable. We're on the best package that Virgin offers us, and yet working from home and multiplayer gaming is an impossibility. Not only that, but Virgin increased our monthly cost without letting us know. Absolutely pathetic service.
  • Reviewer
    Location
    Amesbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    STAY WELL AWAY!!

    Went with virgin media after sky paying over £120 a month for 2mb download speed from fibre optic and an on demand service that never works, the broadband is the worst very slow speeds and always cuts out, however I have tried to leave virgin because they have voided there contract by miss selling, however they will not let you leave until your contract is ran out or credit you for lack of service, there customer service is also appalling after telling them my problems every month nothing happened so I stopped paying for there service and this is where there bulling tactics come in saying you can't leave and must pay the full amount even knowing you have tried to leave and they won't let you will never go near virgin again is the worst company around and rude customer services

    STAY WELL AWAY FROM THESE SHARKS!!
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    The broadband goes down far too often. And every time we go through the same procedure where we call the helpline and do lots of checks, then they book a time for the engineer to come out. And every time, it is an area fault. Today they told me that they don't investigate faults until 5 people from the same area have complained! So it can be one or two days before it's fixes again. This happens far too often.
  • Reviewer
    Location
    Maidstone
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible customer service - just pass you on to other people for you to re explain the problem, won't allow you to cancel without huge termination fees, very very awful service.
  • Reviewer
    Location
    Cam
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Terrible.
    Our speed gets throttled down to about 0.3mbs randomly. Our hub/connection drops five times a day. And to top it all off when you download a big file like a game or two from Steam you get throttled down to a stupid degree.
    60mbs? That is the funniest joke i've heard from virgin in a while.
    Credit where it's due though their customer servies really are good so props to them.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I wish it wasnt true but it is.

    In 3 days I will be out of a job and in 8 days I will become homeless. This is due to things out of my control and not the point.

    A month ago I called VM to advsie them id be going abroad and that I will be moving out of my house on 19 Feb. I have all my family in a different country which is why i have to go there to sleep on sofas at friends and family until i get on my feet again.

    I didnt want to give up to much information on reasons etc as im embarassed as it is over my situation. I was just hoping they would terminate the contract as they would not be able to provide me with the service where i am going.

    They would not let it go, they said id have to pay a disconnection fee. I tried explaining id not have a forwarding address for the final bill and that my bank account would not be active either.

    They then kindly informed me that the debt collectors would find me. Thanks.

    I called up once again, desperate, explaning my situation. That id gotten sick last year, that i claimed for benefits as my SSP wouldnt cover my expenses and my employer did not offer any sick pay, that my claim is still not resolved 8 months later, that id gone in debt, that id lost my home ...

    They were still stone cold, told me straight out i should have made better life choices. As if my chronic illness is my fault.

    They referred to the terms and conditions and saying id comitted to a legal contract. Fair enough. I did.

    I asked if they would have any third party costs for me disconnecting my contract 6 months ahead of time, they said no. This means they will not have any costs for me disconnecting, but still demanding £172.50 in disconnection fee. It is their choice.

    I understand it is a contract. But to ask a company to have a shread of humanity, some empathy, that is just out of the question.

    So as I will not get any help from Virgin media to deal with the horrble situation i am already in, I would just like to warn anyone who MIGHT ever get sick, get in an accident, get divorced or have any other major life event rumble up your economy to please please do not get into a contract with Virgin Media. They will NOT care, they will NOT help.

    They will however hunt you down to the ends or the earth to get their precious money, no matter if they are actually providing you with a service or not.
  • Reviewer
    Location
    Bloomsbury, London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We were given an installation date on the 23rd of Jan. When calling to cancel my Sky contract they said services will be stopped on the same date, so we thought it was excellent timing.

    On installation date a very rude engineer arrives who started complaining about my cats being around, then the cable was cut too short, trying to blame us for doing so. Then he said there was no signal on the cable and we needed the construction team to run a new cable to our property. I told him we have no internet and he assured us we'll receive a call from his manager within 20 mins as soon as he's off the conference call he was having. This didn't happen. 3 hours later we contacted customer services only to be promised another call back which, you guessed it, it never happened. Next day, Friday 24th, I went into a Virgin store where they assured me everything will be sorted pretty soon and I'll get a call by noon. Again, never happened. A call back was promised later that day from Customer services - you can see the pattern, it never happened. I just think they do everything possible to get you off the line because they can't be bothered talking to you.

    Again on saturday after very lengthy conversation on the phone and many apologies, I was promised a call from the area manager(Glen Armstrong) on Monday morning, followed by a call from customer services(Demi) by 1pm, to see if everything was alright.

    Neither of those happened by 2pm so I rang again. Plenty more apologies and nothing good. i was passed from department to department (7 in total), back and forth, all giving me conflicting information. One telling me that appointment wasn't made because the order was cancelled(who cancelled it is another question) and this is why we received no calls, the other apologising and saying it's Virgin's fault, the other saying it's my fault for cancelling Sky so early and installations can take longer (so why give me an exact date then???)... It's been absolutely dreadful, nerve-racking experience.

    Conclusion is that no one in this company has any idea of what they're doing. I'm pretty sure their internet is super fast, and TV is great too, but I just couldn't deal with all the fuss to get to those services. They don't show the slightest interest in your custom and make you feel unwanted. By far the worst experience with a utility company to date!
  • Reviewer
    Location
    Eltham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Well where do I begin , I have been with virgin media from the beginning , they transferred from ntl , I've got all three services with them , all was going well as can be expected , until back end of last year , first off all the broadband went wrong , that was fixed , the the television lost channels , that was fixed , then the telephone went wrong that was fixed , back to the television looseing channels again , after numerous calls and call outs and passed from pillow to post and customer service guys laughingin my face at my problem , I was pulling my hair out at not getting anywhere , so I was passed to another customer service lady , who told me that if she was me Id leave the company as obviousley I had been treated so badly , in the end they decided to run a complete new cable from my house to the outside box , down the street , but hey it still not working properley , after all this time I get the truth , that the L.E..B have damaged the cables and they got to photograph the evidence as they won't repair the cables if the leb won't pay them the compensation , but it should take another two weeks to come back to them and then they will book a date to connect the new cables up , I have been through hell and back and now I'm very tempted to change company's , virgin media have let themselfs down very badly this time , majority of the time I felt it was just useless even phoning customer services , and I hate the Indian call centres , I have a terrible job understanding them , and then they get very rude with you beacause you can't understand them , all I can say is jeez somebody help me
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin Media is one of the most difficult companies to contact I've ever had the displeasure of being a customer for. At the beginning of October (2013) I'd sorted out the Way Leave form which sought permission from my Letting Agency to install their services. This was sorted and an installation date was set. It is now January (2014) and I still do not have internet.

    In this period, the maintenance officer came to install my internet but found an issue with the wiring on the street outside my flat. Thus the Construction Team at Virgin Media were sought to do some simple work.

    I understand it is common for broadband to be the most difficult of utilities to setup but it seemed to me that Virgin Media are an absolute shambles. The only communication I've received from them is the occasional letter to confirm continual delays to the installation. When deadlines have passed, it has been me who has had to call them in order to follow up whether the work has been done (costing me over the odds to wait on average 10 minutes to talk to someone at Virgin Media's call centre).

    It will be interesting to see just how long this seriously poor customer service continues, as I've now decided not to call them anymore (it was getting too expensive).

    What are you playing at Virgin Media?
  • Reviewer
    Location
    Bedfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    For the last 7 months the connection has been shocking. I have tolerated it for as long as I can.

    The connection disconnects around 10 times a day, completely disrupting what I am doing constantly. I would strongly advice people avoid this service if possible. The connect speed is good, when it works!
  • Reviewer
    Location
    Surrey
    Reviewing
    Virgin Media
    Date
    Comments
    What to say, been with them less than a month and they are rubbish. High latency and even the TV lags. Failed to import home telephone number too. Complete rubbish, avoid like the plague...
  • Reviewer
    Location
    St Albans
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Somewhat astonished that every broadband supplier listed on this site attracts more negative comment than either balanced or positive comment!

    I've been with Virgin Media for many years. I buy all three services (broadband, television and telephone) via cable/fibre from Virgin Media. Virgin Media inherited my account from NTLworld.

    Overall, the broadband package serves its purpose reasonably well. Up to now, I am a relatively light user of broadband - emails, surfing, the occasional streaming of DJ-less radio on Sunday - but am starting to think about replacing the television with on-line equivalents.

    Occasionally, I work from home. In the UK morning, I can establish a VPN connection with my UK office, and the network connection is almost as fast as being physically present on the UK office network. The UK office broadband connection is also provided by Virgin Media (corporate connections). Between about 1pm to 5pm UK time, although the speed of the VPN connection slows, but non-VPN traffic continues to run at a useful speed.

    However, over the years, between 5pm and 7pm UK time, the broadband connection sometimes fails for up to 10 minutes at a time. Sometimes, the modem remains connected, but reports no IP addresses. At other times, the modem reports no connection at all.

    I have complained to Virgin Media about this issue before. The usual response is to swap the cable modem and check the connection strength. This shows some willingness to show the customer that Virgin will seek to fix complaints, but swapping modems doesn't solve any server-side DNS/DHCP issues, neither will it overcome any traffic management policy (if any exists).

    Virgin does not offer an instant service level agreement. If you have a problem, Virgin will do through some basic checks before arranging home visits. Home visits frequently need to be booked one week in advance (in my experience), and you'll need to trash a day of paid-leave, or a weekend, or throw a sickie, for an engineer to arrive between 8am to 6pm, then do 15 minutes of work (typically swap the modem and test it). In all cases, engineers visiting home have left only when the service has been restored.

    I have more issues with the television service than the broadband service. My main issue with the television service is that Virgin, like everybody else, resells only bundles of channels. Nearly all the channels you can buy are funded by advertising. If the advertising can fund the channel, then why I do need to pay to receive this said channel of advertising? What exactly am I buying here?! The advertisers should be paying me!!! To be honest, it's an issue for the Competition Commission. However, with improved broadband speeds and the reliability of cable broadband, it might be possible to stream on-demand items from the BBC and do away with the television service altogether.

    Something to talk about in 2014!
  • Reviewer
    Location
    crouch end
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    been talking to them for a month to have our land line sorted and still nothing just my mobile phone bill still going up!
  • Reviewer
    Location
    Nottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Just relocated from Essex where we also had Virgin, which ran fine- broadband being connected by ethernet on that occasion. Was a bit reluctant to go down the wireless route as had heard some real horror stories. but had to by necessity. My main problem was having a 2008 Mac Pro tower with no Airport card installed which I wanted in the attic (every man should have an attic). Didn't want to cable all the way from there to the lounge so (after much research and forum help) got a set of home plugs. To cut a long story short, Virgin man turned up at 1.25 and had finished setting up Tivo, broadband and phone by 2.20 (and was also a jolly nice chap). Homeplugs work brilliantly - getting a steady 50meg speed from my 60meg package. Did a download test - 2.17 gig file downloaded in less than 10 minutes. In summary…very happy customer!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've been with Virgin Media for close to two years. I missed my chance to cancel the contract after the first year following the fake promises done by their customer service and so called managers. On bad days I get speeds of 0.01 with broadband constantly dropping. I live close to the biggest financial center in London and yet they cannot have a decent service and have never bothered to fix it in any way.

    Bottom line is, following my experience with Virgin Media I will make sure to stay away from anything with the Virgin brand. The lack of care for the customer and the disservice make it one of the worst broadband experiences I have ever come across.

    Stay away from it!
  • Reviewer
    Location
    swansea
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Virgin media are an a joke, I signed up for another 12 month contract because they promised me that my bill would be no more than £70 a month but my bills are always at least £15 more than this. Im always phoning them up complaining about how high my bill is and thats all I get is "why dont I downgrade". Why should I downgrade when they promised me that it would be £70 a month and decide to charge me more. I cant wait till my contract has ended they can shove it where the sun dont shine as far as im concerned
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    When broadband works, it is OK. But the reliability is truly appalling. For the last 4 months, it has been going down several times per week, often for many hours at a time, resulting in the need to use my cellphone as a hotspot for work connectivity, with predictable results in speed and phone charges. (I am writing this on an iPad connected through my phone because broadband is offline). On many occasions m wife has lost work that she was processing online when the service disconnected.

    This broadband service is as if we lived in the Outer Hebrides, not Inner London!

    The contract is up for renewal in January. It will not be renewed!
  • Reviewer
    Location
    West Yorks
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Virgin are known for their diabolical customer service, a reputation well deserved.

    Their claims are massive, their product fails to deliver.

    You could always complain but, have you heard about their customer service?
  • Reviewer
    Location
    Hutchingson
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would not recommend to anybody. Seriously. Unreliable, patchy....what else do you need?
  • Reviewer
    Location
    North london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst broadband service I ever had, being with sky broadband for over 3 years never had a problem coz way virgin advertise faster, best, reliable etc ( which is false information for customers) without knowing I switched into virgin & biggest mistake ever, start my contract for £27 per month & after few months then increase it to £30 & not getting any service at all.....never recommend to anyone & worse broadband service
  • Reviewer
    Location
    Richmond
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer service useless after hours and hours waiting for them to answer your phone . Awful broadband speed , at least once a week for a couple of hours disconnect , landline disconnect at least 3 times during 11 months and this time they told me they can't ask their manager to talk to me because it is the last month of my contract !!It what it means ??!
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    We ended up going with Virgin by default. You see, our house didn't have a BT line and again and again we battled to get law-unto-themselves Openreach to install one. We were happy customers of BT infinity in our previous home, even though speeds were never even half of the '76mb' claimed - at least it was faster than ASDL2 and very solid, never going down once.
    We were nervous of Virgin as over the years friends have had various issues with them. But BT just couldn't deliver so out of desperation we went with them.
    It's only been installed a short while so can't comment on longer term reliability the speeds are blazing, with over 100MB frequently achieved, so for us a huge upgrade on BT Infinity. And unlike BT Openreach, actually turned up and installed their line.
  • Reviewer
    Location
    Liverpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Virgin broadband is absolutely abysmal I have numerous complaints. Firstly the speed is terrible I know it can differ at times of day but I have never exceeded 1 mb/s which for 30 mb/s stated is terrible. The super hub is garbage often loosing connection. The service is unreliable and is frequently down especially during bad weather. And lastly the customer service from the call centres based abroad is terrible there knowledge only reaches to 'turn the power off wait 2 minutes and turn it back on' and 'I will book an engineer' and due to the large volume of connection errors these engineers take up to 2 weeks to come. If I weren't tied up in a 12 month contract I would ditch Virgin tomorrow and wouldn't recommend them to anybody absolutely terrible service.
  • Reviewer
    Location
    Guildford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My 60 Mb cable deal has a maximum speed of 8Mb, the superModem does not reach 10m (admittedly from the groundfloor to the first floor), the connection to the internet breaks up all the time (I had over a dozen cut-outs since the afternoon). Each time I call technical services, the response is "reboot the router", followed by "I fixed the server now". I then get a derisory 3quid off my next bill. They don't solve the problem.
    I had an "engineer" out twice, who told me that it must be a problem with (whatever), and if I want to get another "engineer" out, I have to pay them 100 quid.

    I was promised fast and reliable broadband, and for the benefit of 45 quid a month, I get neither.

    As soon as my street gets cable from a different provide, we're off. Pathetic customer service.
  • Reviewer
    Location
    Bolton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I am totally dissatisfied with Virgin Media. The fair usage policy is utterly ridiculous. I get back from work, turn the computer on, and receive between 0.01kb/sec and 0.1kb/sec immediately. How is it reasonable that I am traffic managed when I have not been in the house to use the internet?

    Virgin are the only fibre optic provider in my area, I will be downgrading to a 2mb connection that is stable.

    May I also add that the customer service spent weeks goose chasing me around, and culminated in me being unable to cancel my account until the next day because the customer services department was closed (at 7:30pm!)

    I wanted to file an OFCOM complaint, but the procedure was too complicated.

    In summary, do NOT get Virgin broadband. You do NOT receive what you pay for.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Rip-off merchants. Daughter signed an 18 month contract in July with all prices on contract sheet for this period. Email last week to say price increasing by £2,50 pcm. What is the point of signing up for a contract if it can be changed by provider at will. Abuse of a monopoly??
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Are you tired of decent customer services? Want to spend hours on hold before being cut off randomly? Then you've come to the right place. If you love being ripped off and the thrill of waiting for that call that never comes, then you'll love Virgin Media. At Virgin Media, we believe that once we have your money, you don't matter. Need your fix of daily frustration? Our staff go out of their way to be rude and insincere, just ask our team about our latest offers.

    That wireless superhub that we gave you? You'll have to give that back - but we won't collect it.... we'll just keep on turning up at the wrong address until you give up. Want to post it back? We'll keep on sending a collections guy.... still to that wrong address. Is it shoddy service your after? You've come to the right place!

    *Written while on hold for over 30 mins*
  • Reviewer
    Location
    Derby2
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    During this past weekend Virgin broadband was down for 51 hours, it eventually came up for the area this morning at 12.00, it effected several dozen streets, The customer service from India was appalling, will be moving broadband supplier with the next month, I have been with Virgin (NTLWorld) since 1998, but I am not being treated like I was again by the virgin customer contact team who could not be honest with me.
  • Reviewer
    Location
    Cardiff
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    In my experience, virgin media do not provide the speedy broadband that they promise to. They also set up our services wrong so that the installation meant not everyone in our small house had internet at the same time. Finally, they billed us for a month when we were not even living in the house, despite us giving notice before the billing date.
  • Reviewer
    Location
    Hampshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    cardiff
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Beware of virginmedia deals. Keep a copy of everything as they do not honour the credit off your first bill unless you get it in writing. Funnily enough they don`t mention it in contract. Make sure you get it in writing. Also very disappointed with broadband keep having router problems.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Virgin has been consistency disappointing througout . The UK based customer services representives are really rude and have no desire to assist you with your problem (in fact one started arguing with me over the phone). Additionally, always having one problem or another. For the past two months it has been the broadband speed, but now I have lost my movie channels. Virgin used to be a associated with quality, but now they take their customer base for granted!! Poor service all round!!!
  • Reviewer
    Location
    Charlton Park Lane
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I have been Virgin Media for several years.
    Currently they asked me to pay £ 2650 (yes it's twothousandandsixhundred pounds and more) for allow me to have the cable when the road where I leave it's all covered with Virgin Media cable except my building.
    It's three years they promised that they will improve the network, it never happened instead the asked me the above mentioned figure.
    My neighboor leaves about 1 yard away from me and he has got cable.
    Virgin Media customer service and complaint department I believe have changed on the last three years.
    Virgin Media said they have change some major admn structure three years ago which might have effected their services.
  • Reviewer
    Location
    SOUTHAMPTON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Very few problems and the call centre if I need it are always helpful. I can't see why I'd change and risk another provider like the over-priced BT.
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin media are absolutely terrible for gaming, high ping, high jitter and when trying to get hold of support you get put through to someone in Malaysia or India that goes through their "script" each time you call, effectively getting you nowhere and wasting your money on the call.

    On my second support call (which took an hour of ping and trace route testing) I was told there was a problem and it would get escalated to "the second tier" and would be called the following day to get the problem sorted.

    No call the following day and when I called them in the evening they started back at square one, trying to log into my router and change the MTU and not even acknowledging what had happened the previous day even though they had all the details sent to them in an email.

    On the third call I got through to the "technical manager" who simply went did the same thing that the very first person I called did, logged into my router and changed the MTU and upgraded the router firmware.

    Stay far away from Virgin if you want decent internet for gaming and any form of support, I have done a ton of research online on all the major UK ISPs and virgin wins by far in the complaints department.
  • Reviewer
    Location
    Coventry CV3
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I am totally satisfied with VM's service. I get 104Mb/9.7Mb 24/4. My ping is generally below 10ms with jitter no more than 1. The icing on the cake is 120Mb/12Mb by the end of May.
    I have never been traffic managed and have had only one fault since 2007. When I have contacted customer services they have always got the job done, even off-shore call centres. The TV service is excellent. I have a VIP package with 1Tb TIVO and an HD box. They do what it says on the box.
    Recently I have been part of the new superhub2 trial. This is an excellent modem router that certainly improves on SH1. It completely out performs the BT Infinity hub by all accounts. I can pick up the WiFi 50 meters down my garden and strongly anywhere in my house. Even my android phone gets a download speed of 25Mb. Thanks VM.
  • Reviewer
    Location
    Finsbury park, London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    The whole experience I have had with virgin has been shocking since I have joined, I have been on the phone far too many times with faults then I should have for a premium service. Wasting time at homefor an engineer to fix the issue. The Internet is not as fast as I hoped it would be and the phone never seems to connect when relatives call. The v+ service has been hit and miss when recording shows and the Internet is intermittent. I was told I would get a certain price for my contract only for this to be pushed up by a price hike later in the year. Then get an email a few months after the increase in charges saying that we as customers we are getting more for no more! The services are also shocking ,the BBC iplayer is incredibly slow, so slow I don't use it. The virgin tv anywhere app for iPad doesn't work!

    Honestly, I do not know why I renewed my contract last year. They told me I would get the package for £25 per month for the same service on,y to find out that this did not include v+ and then followed by a 12% price increase only 6 months down the line!
  • Reviewer
    Location
    Doncaster
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    I've had the 60 Mb service for just over a week. The system now seems unstable and is forever dropping. When it is connected, it's very fast, but it's so unreliable. My previous up to 30 Mb was not overly fast but it WAS reliable. I don't know how their service is, I'm about to find out.
  • Reviewer
    Location
    Suffolk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    ATTITUDE ATTITUDE ATTITUDE
    Had a full Virgin package for two years,Speed hmm but our main beef was the telephone number we had been issued.Virgin obviously recycle these as we started getting mysterious cold calls for a Mr Francis plus silent calls recorded calls & the rest.Virgin said they would change it but that there would be a charge and said that recycling numbers was the norm in the industry.Bullocks said I and threatened OFCOM TPA The Communications Act in the style of Samuel L Jackson
    in Pulp Fiction which worked.Then we tried to leave which cost us £100 which we got back (less the interest they had made on it of course).Now we have the same speed for less and a phone that doesnt ring looking for Mr Jeffries.WHenever I have flown banked or tried to discuss a problem with Virgin all I got was attitude - Is this the first thing they are taught when they are recruited be a stroppy little cow and the customer is always wrong???
  • Reviewer
    Location
    Pyrford, Woking
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Having decided to move everything i have to 1 provider prompted by my monthly marketing flyer from Virgin. I had been struggling with BT and firming up the roll out of infinity. I spent a fruitful hour on the phone with and adviser and signed up for a complete broadband , TV and telephone (canning both BT & Sky). We agreed a pre visit by engineer a week go and install planned for today. When the engineer was on site i raised the point that the install needed to be done by 31/01 which was my end date on other providers. I was told this was plenty of slack . The engineer confirmed that the house had been virgin enabled previously but cable needed upgrading between road and house. He said this might impact install . He said he would call me same day if an issue (he didn't) . Yesterday at 10am i received a text confirming instal for today. At midday i received a telephone call saying that instal not possible today and only after asking was an alternative date of 7th feb provided. I said this was just not workable and cancelled. 3 subsequent calls and it was clear that Virgin didnt really want the business @ over £1000 pa. I have now reverted to BT and getting infinity. I cannot believe how poor the communication from Virgin has been. often after a problem of this nature great problem solving creates a better relationship with customer . In this case a corporate shrug of the shoulders was all i got!

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