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
    Barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin Media is a joke moved 5 month ago told them to cancel as I moved and no longer wanted it my contract ended and they've ignored this and built up the bill to £542 and counting. And just want the money even though I haven't used it in over 5 month. never get with virgin
  • Reviewer
    Location
    Buckinghamshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I wouldn't give 1 star. You get 1 good day to 10 bad days.. mostly I get 5-10meg.. its terrible .
  • Reviewer
    Location
    Knottingley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Hello,
    I cannot comment on speed or reliability as we haven't even got that far. Promised the earth with quick installation date only to be cancelled three times, at which point we have cancelled installation. Rubbish customer service and at no point have they even rung to confirm installation date change it's just changed on the app.
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I tried to cancel a simple contract. No button anywhere, its buried in the support page and when you reach the information on how to cancel your contract. Instead of have a simple cancel here they have a phone number, once called the option to cancel is buried under more options followed by a 40 minute wait! Once I reached someone I got redirected again, to another person who said hold on then hung up. S*** UX DESIGN
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Great Product possibly the worst customer service anywhere.
    Called because router was slow, asked to reset router when i did it ceased to work at all told it would be 7 days before i could get an engineer out to replace the router and they could do nothing for me in the mean time... i am disabled and work from home for this reason alot of the devices i use to manage my condition are internet enabled... it made no difference and i was warned i would be charged if i tried to leave early... i managed to get a carer at 2 am to get a router for virgin from a friend so atleast everything would sort of work but virgin refused to activate it at their end... decided to leave asked to leave at 0800 the next day i was told they would get their supervisor to waive the fees... rang back at 11:12 and a Govind confirmed it as cancelled... hadnt received any confirmation of closure so at 1600 i rang back only to be told it wasnt cancelled after all and now i had to pay the fees again... then the lady in rentions kept trying to transfer me to her technical team to do the refund and finally just hung up... great product possibly the worst most inhumane service i have seen in 40 years... previous i was with this company since they were ntl so decades...
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What an unbelievable experience! From downright lying to me to exceptionally poor customer care, automated messages on for weeks that say they have a complete outage and departments who cannot communicate and then blame each other.
    I have attempted to have a business line fixed for over a month and it has been an complete dog show. Engineers giving conflicting advice, being told they have done work that the have not and when you state you just wish to leave your choices are stay and we may compensate you or leave but you get nothing for a service that does not work.
    Internet connection just drops off 3 - 5 times a day and randomly resets your router which in turn knocks out connectivity from all your devices.
    Engineers take over a week to get to your property and then do nothing. They leave and then rearrange the next appoint for more than a week later and then don't arrive. Next appointment is again over a weeks wait. Notes say that engineers cannot find basic connection points in relay cabinets and the problem continue.
    Virgin has successfully made it impossible to run a business on their business lines!!!
  • Reviewer
    Location
    Uxbridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at ask cost.
    Over a month late to go live.
    5 missed engineer visits.
    Zero compensation and they charged me full price for the month I did not have Internet.
  • Reviewer
    Location
    Wn3 Wigan
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Absolute joke of a company
    Reliability is a nightmare the same as so called customer service. Speeds are a joke pay for 100meg and get 15 on a good day.
    I would never recommend this company. Plus people should avoid at all cost.
  • Reviewer
    Location
    Liverpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Appalling customer service. My deal came to an end and six weeks prior to the end of the contract I notified Virgin Media that I would be terminating my contract. VM then offered a new deal and tried to get me to sign up. I said that I would shop around and get back prior to the end of my contact. I rang two weeks prior to the end of the contact and was given a further reduction. I was then put through to retentions who then told me that they were reneging in both deals. I was shocked that the company offered a deal but refused to honour it. They said the colleague who offered the deal would ring back with 28 days - well after the date I required a phone line and broadband.
  • Reviewer
    Location
    Ireland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If, for example, they start tripling your bill without prior warning, or change your bill date, or the speed slows or shuts down, you would have better luck burning some sage and peering through a crystal ball, than trying to get a hold of someone from Customer Service who will actually help. You'll be passed around like a joint for hours, or weeks in my case, no one takes responsibility for any case and sees it to the end, or makes relevant and helpful notes on your account for the next agent, so when you call again you have to recite a monologue and explain again until you descent into insanity. Evidently overworked and undertrained staff, some seemingly incompetent. You're better paying a slight premium to avoid the trauma of dealing with Virgin.
  • Reviewer
    Location
    Uk
    Reviewing
    Virgin Media
    Date
    Comments
    Wish I had stayed with BT
    Promise everything and deliver a poor product with even worse customer (no) service !!!
    Wi-Fi box changed 4 times speed good but drops out randomly but very regularly, customer service contacted me after I opened a complaint and then don’t call you back. They offer pods to help but want to charge you more for them then agree to give you them free and charge you for them anyway.
    Don’t trust anything they say in their brilliant marketing trap as the product it’s even worth 1STAR

    So wish I had stayed with BT
  • Reviewer
    Location
    NOTTINGHAM
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Fees doubled after contract and they were hanging on with teeth and nails when I told them to cancel it, simply just not taking no for an answer. Awful. Steer clear.
  • Reviewer
    Location
    Hove
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have raised 4 complaints to date, only one was ever logged, and none ever called back, I did once get an email back the following day saying thanks for my time, glad we could resolve this issue and make out like we had just chatted on the phone. They have owed me £170 for six and half months now, and keep saying the cheque is in the post. Crooks! And I am reporting the to Cisas (which is their ombudsman). Genuinely would not go near with a barge pole and wish I had read reviews before I bought them, which luckily i got out of as they delayed my installation 3 times and I never got connected, and they couldn't tell me why. I was without home broadband for 3 months in total before I cancelled it.
  • Reviewer
    Location
    Chadderton (Oldham)
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    It's not exactly the cheapest broadband on the market and would have expected much better reliability than this. I can't even download large files because the connection is forever dropping.
  • Reviewer
    Location
    Dundee
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    The first year the broadband worked okay, after that I used it more (lockdown) and had to reboot it weekly. I then moved to Edinburgh and wanted to cancel my contract. Was passed on to in total 7 different people because everyone said they are not in charge of this cancellation. Then I was promised a return box would arrive before I am moving. It didn’t. Over a week after I moved I was told that it will be picked up from the old address. I didn’t want that, but couldn’t opt out. I gave them the new address. Was told I will receive a reminder. Didn’t get a reminder. Didn’t get a time slot. Waited the whole morning, tried to call, lines full, tried to complain online, account closed, managed to complain in the chat option. I was told it would still be picked up that day but no time slot. They didn’t turn up. Complained again in the late evening, they apologised and I told them I would bring the kit to their store. They said it’s fine and it will be noted on my account. The next day I was informed that they are sending a return box to the old address. The day after that I was informed that it will be picked up in person on the same day. I asked what address and it was the old address. So bad broadband and even worse customer service. Now I am at BT, paying half the price and have twice the speed.
  • Reviewer
    Location
    Croydon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is the worst service ever. I order a broadband and not satisfy with the service. I want to cancel it. It turns to nightmare. The dont take the call for moer that 40 minutes. After they pick up, They just transfer you from one person to another.
    Finally, when you get to the relevant department, immediately you tell them that you want to cancel, they just hang up on you.
  • Reviewer
    Location
    Stevenage
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    Comments
    The broadband is great…when it’s working. Constantly drops out or will be connected with “no internet available”
  • Reviewer
    Location
    Shrewsbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Without writing an assay, the company has adopted a system which gets their employees to do and say anything to get your business. I’ve been promised packages and performance which have not materialised. When you try to contact them, they promise to look into it and get back (never do) This company and its operation needs looking at by trading standards.
  • Reviewer
    Location
    East Grinstead
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Worst customer experience with a BB provider!!!
    The only reason I gave it a one star is due to the fact that -100 is not available!
    I ordered Virgin broadband on 20/04 with initial installation on 22/05 which I had to change to 20/06. Virgin did not instal the service on 20/06, instead rescheduled the instal to 01/07 and again failed to install the services on 01/07 without any communication or warning. I contacted Virgin numerous times asking for help as my Broadband contract expired on 30/06 and had no help offered so we purchased a dongle as we both work from home. I worked from friends' places and my wife worked off the dongle. I contacted them numerous times to speak to a senior manager and lodge a complaint with no success. As a consequence, I contacted EE on 04/07following my struggle of two months with Virgin and had every date met from kit delivery to BB installation. So in less then 12 days from the order I had a service provide which Virgin was uncapable of delivering in two months+. After the failed installation on 01/07. I contacted virgin numerous times and was given the 4th for cable instal with service activation to follow which was then pushed out to 08/07, then on the 8th, since nobody turned up I was given no further dates, just a plain statement that it will happen before 18/07 as the service will be activated on 18/07. Coincidentally a team turned up today to install the cable to the property, but I have today 14/07 cancelled the installation as I have lost confidence in their customer service, do not want to have the continued stress and uncertainty. This situation caused us a great amount of stress and financial loss. The worst experience I had with a service provider, and that says a lot as I used to deal with TalkTalk in 2009.
  • Reviewer
    Location
    BRISTOL
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I'm absolutely appalled with Virgin. We've been a long standing customer of over 20 years. They've made the odd mistake, which I'm happy to notch up as experience and move on as it's been resolved. However they've made a massive mistake on our new contract and we're paying £60 a month more for the same service, which wasn't what we discussed and supposedly they can't find the details of the conversation we had and said my wife was 'LYING' over the phone! How dare they! If it wasn't for the fact the contract is in my wifes name, I'd be severing immediately. Quite rightly my wife is trying to get the situation sorted, but one thing is for sure I would never recommend them ever again. Shockingly bad customer service and can wait to get rid of them.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    When we moved into our house, we were told virgin was preinstalled. Ordered super fast fibre. We moved in. The box was due to arrive the next day. Received confirmation it would. It didn't. They cancelled our account for no reason whatsoever. Set up a new one.

    Box arrived a week later. Wouldn't boot up. 1 week wait for an engineer. Engineer came, said there was a problem with the line. 2 week wait for another engineer. They arrived yesterday. Couldn't sort it. Now have to wait for another 2 weeks for another engineer.

    Throughout, we have raised complaints and been promised callbacks. We've received nothing.
  • Reviewer
    Location
    01
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    Comments
    very bad signal and customer service very bad I don like virgin .
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Comments
    I paid all the bills on time. When I was trying to move the service from my old home to a new home I requested a technician but they didn't agree and they asked me to install it at the new address myself.
    Submitted a request on Saturday to disconnect the service on Monday (at the old address) and activate it at the new address. They were supposed to disconnect at 12 pm (my request was) but they disconnected at 12 am. Called them and they were very rude.

    Supposed to be back ON at the new address at 8 am but has not been activated till now. Called 6 times and went through many security questions but still not fixed yet. Very bad customer service and rude agents but they sent me an estimated bill for 71 GBP at the new address. They don't even know how to pull my account with my account number. Worst experience. Avoid this provider at all costs.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Paying a good amount of money for internet but it doesn’t work. Slow, regularly down. Engineers are always working on it and it is never fixed. The worst internet service I have ever used. Appalling. I will never use them again.
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Been a loyal customer for almost 30 years, last few have kept getting large bills and having to fight to get them reduced. Went from £22 to £83. This year enough is enough so cancelled keep getting calls to say they can reduce it but want to reduce package which is basically one up from free view. The calls quote lots of facts and figures mostly difficult to understand asked them to put it in writing and they say they can’t put try to pressure me into signing a contract. Rubbish service, rubbish at returning calls would never use again. Avoid at all costs.
  • Reviewer
    Location
    Hampshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Avoid this company like a plague. They lie to you to get you business and then ignore you when you find out the truth. These are con artist that are allowed to get away with it because they are a big company
  • Reviewer
    Location
    Brentford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    That was the most fraudulent and the most disgusting service I have ever experienced all my life. Do not sign up a contract with these demons. Do not sign anything!!! You will regret it. Every single thing they say is a lie.
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    When I have taken my last contact been promised speed about 100 mb/s. Was very good but last two months sometimes my speed is 30 mb/s, sometimes nothing at all. So have said want to leave. The answer was to pay £268 because contract . If you have got contract, think it’s two way street not just for costumer. Very disappointed
  • Reviewer
    Location
    Sunderland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Literally the worst company to deal with. Ongoing issue for over 3 weeks, promised phone calls etc etc to rectify issue but another lie. When you finally get to speak to a member of staff who by the way are totally inept you end up getting passed to several departments and still no resolution to issue. Then apparently after receiving a bill of almost £300 they turn around and say they no record of any equipment in my address lol, have been a loyal customer for several years but as soon as contract is finished service will be getting cancelled. For anyone reading this and cinsidering switching to VM DON'T
  • Reviewer
    Location
    Guildford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Beyond abysmal. Customer service truly terrible.
    Regularly cut out for hours at a time. When applied for money off bill for not being able to do job during this time no discount on bill given.
    Not worth it. While the speeds look the fastest in the area, the reality is very different.
  • Reviewer
    Location
    Harrow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking customer service. Would leave 0 stars if I could. Awful internet connection,they should not be able to call themselves fibre. Impossible to get through to cancellation department ,but you can immediately get through to “add a service to account” department. Spent hours on hold and then call cuts off. Call handlers don’t know what they doing,lying.manager argues back and doesn’t care,saying they not going to throw money at customer as the soliton. Never again.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    DO NOT USE VIRGIN BROADBAND!
    I’ve had the displeasure of their “service” for about 10 weeks and haven’t had consistent WiFi for any of it. Service constantly drops, shows as connected but doesn’t work and no one can do anything about it. On top of that, they won’t let you cancel, even if it’s within your rights. If you request cancellation all customer “service” representatives say that they’re going to pass you on to the cancellations team but no one EVER comes through. They’ll make you wait 30+ minutes on hold and then just hang up on you, same thing with their WhatsApp chat. It’s borderline criminal. They’ll keep telling you oh we can send round a technician but those guys don’t have a clue what the problem is so you just go round in circles. Virgin is hell, trust me.
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Customer Service is awful! It took me 45 minutes to get through to the customer service, then transfer me around to 3 different department, and still they can't get things sorted.

    There is no way of escalating the matter. They subcontract the service and the agent of different department is working in silo.

    Even when I requested to file a complaint, they said they can't do it, ask me to fill up the complaint online. I went to the website, and the website is not working!!!

    Virgin Media managers, please can you look into it and review how you can improve customer experience? It is such a shame that a customer pride themselves to be the fastest internet speed provider has such a unhelpful disintegrated customer services.

    Broadband Speed has not be exceptionally faster than others anyway and I often get unstable internet too. What's the benefit of paying that little extra?
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    If I could give this no stars I would.
    Absolutely ridiculous
    Took out a new contract with them waited a month for the phone which is fine it was agreed.
    There i.t went down so received the phone 3 days late which was also understandable but then received the phone without the new SIM card.
    When I called I wasn’t made aware that the SIM card sometimes comes separate (as my friend had got a contract with them and received them together)
    When I called they apologised and assured me they would send one out for me. I then called back the following day as I missed a call from management to then find out they hadn’t sent out a sim as the colleague had not confirmed it, the women then confirmed she had confirmed and sent out a sim and that I would receive the next again morning
    She kindly offered me £10 of my bill.
    I then received a SIM card followed there instructions and replied ready to then have both my phones out of signal and now without a phone.
    I then used a friends phone to call virgin to then have one women tell me it’s protocol to send out to sims the 1st being a dunce and that the first sim is not live and I have to wait for the second sim to arrive
    (Which I don’t believe to be true they had just now looked properly to see 1 sim had been sent and they had deactivated to then send the second one)
    I asked to speak to management she then carried on to tell me it would be a call back within an hour I waited the hour called them and then the guy said to me they had called the number I provided and asked the girl to read back to me which they hadn’t
    Now I’m waiting another hour to get a call back from management.
    Will update if I even get a call back.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Probably... no, definitely, the worst broadband provider you can be with. Drops out randomly all the time. Doesn't provide anywhere close to quoted speeds. Ridiculously expensive. Utter *****.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    AVOID!!! Easily the worst broadband provider I've ever had the misfortune of using. We pay for 100Mbps and its fantastic when it works but it also drops out regularly. For the past week I've not had speeds above 20Mbps for very long and it cuts out constantly. I need a high broadband speed for work and this is really unreliable, also no way of exiting the contract without paying huge fees. Once they have you locked into a contract they don't really care about providing usable internet, they just want your money. The customer service people are pleasant enough and quite a few have been very friendly (I only rate them two stars as the company itself make no attempt to fix issues) but sadly they're limited in what they can do to fix persistently bad broadband speeds (I've been with them 18 months its not improved at all). I'd give a zero for overall satisfaction and reliability if I could. Virgin don't care about their customers, very unprofessional and fraudulent.
  • Reviewer
    Location
    Watford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Absolutely Awful service I am paying double what I paid my previous provider for the same speed. The first month I had no service for 48 hours meaning I couldnt work. Their customer service is appalling - refused any compensation payment and sent robot replies to my complaint.
  • Reviewer
    Location
    uk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    where to even start ...

    Service is unstable and inconsistent if i had the option to go with another ISP i would have a long time ago however in my area VM is the only provider available.

    the customer service agents are rude, inexperienced only know how to follow a scripted set of instructions and will go silent for 5-10 minutes before just hanging up on you wasting at this point 20-60 minutes plus phone call just so you have to ring back up and start over... oh and they will easily lie to you for a temporary resolve

    they do not follow or care about complaints or if their service is not working as long as one device is connected out of many you may have that seems to be an acceptable reason for them to say its working

    they seem to not be able to change adjust or amend any settings any other service provider would have the options of changing despite them being a sole company (not like bt /talktalk /ee who operate via openreach) i asked if they can't get these things changed who can and the answer was literally no one ...

    they only seem to care about being paid the money for the service and not upholding their side of the deal providing said service even when they are clearly going against it for example i have 1 gig package with a guaranteed minimum speed of 550mbps i constantly get 250-300 mbps but they say thats ok.

    they have no respect for ones feelings or conditions or the fact they cause stress.

    i have been with them for over 5 months now and all my devices were working up till a few months ago i started getting the below guaranteed speeds. last week for no reason my xbox wont connect via Ethernet and it will even stop the xbox booting up while plugged in (just get a black screen) i showed them its not my xbox by using my mobile phones internet via hotspot and it loads up and connects straight away no issues they still refuse to say theirs an issue on the home broad band side despite showing them /the engineer.

    this is literally the worst ISP i've ever had in the 20 odd years of using internet and by far the WORST customer service team ive ever had to talk with.

    they forced me to install whatsapp an app i'd rather not use, all the live chats/phone calls start with a stupid robot ai system that's pathetic then when you eventually get to speak to a live person its no different feels like they for got about feelings altogether.

    seriously AVOID this scumbag service it literally will make you stressed or depressed

    i wouldn't even say their worth the 1 stars but i had to click them
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    Comments
    The service is pretty fast when it works however it goes down more than any other provider I've tried. They increase the price by a few £ every few months and until your 18 or 24 month contract ends you cannot leave. I am currently trying to leave, this began at 4:30pm yesterday, I called their customer service, waited on hold for 25 minutes and was immediately hung up on when I got through. I called again and was given the option to communicate via text, which I selected. I got a text which I replied to, answered a number of questions before being told the conversation had to move to whatsapp, spoke to someone on whatsapp who asked me a load more questions (many of which I had already answered) before being told I would be transferred to someone to deal with my query. After 25 minutes I spoke to a person who asked me a load more questions (many of which I had already answered, sometimes twice) he then said he couldn't deal with my query but would transfer me to someone who could. 17 hours, yes 17 HOURS later I got a reply with another person asking me the same questions yet again. At the end of virtually every message I said please just cancel my contract. He kept offering reductions in prices (despite me previously being told that was not possible) but not anywhere near as cheap as new customer offers. It is currently 10:52am, the person has finally agreed to cancel my contract...in 30 days time.
  • Reviewer
    Location
    Bexley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Worst broadband service and customer service ever. I paid good money for 100mb per month and the broadband always down for no reason and the speed hover around 50 to 100mb, most of the time between 50-75mbps.. complaint many times about it they end up telling me there are too many devices in the house so asked me to upgrade to 200mb and I did to try it out, end up same problem, speed mostly 30 to 50% slower and broadband line is unstable and disconnected. now the broadband is offline for 3 days.. I am leaving VM for good, waited more than 1 hour for customer service to connect me to 'cancellation team'.. worst provider ever..

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