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
    3.1 stars
  • Reliability
    2.9 stars

Based on 7457 customer ratings since 2020-05-12 (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.

3,777 Customer Reviews over 95 pages

  • Reviewer
    Location
    south yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Let's first go back 12 months, I was coming to the end of my contract, I had 3 weeks remaining before it ended
    and was going to leave VIRGIN MEDIA unless I got a decent new contract offer.
    My package had been around £68.00 a month and it consisted of 200mbs fibre, TV-sports-phone
    it was a great deal at the time, but they had said to keep that deal for another 12 month would be £100.00,
    so I declined the offer and asked them to terminate the contract at the end date.
    SO HERE COMES THE "ACCIDENTAL DISCONNECTION" (FIRST TIME)

    The next day, I went to log on to the internet only to find that it was not working, I spent a good 30 minutes testing everything,
    on my side. All the green lights were on the router, checked my computer was working correctly, and of course the
    "unplug everything, wait 10 seconds, then plug everything back in".....still Nothing, still no internet.
    So I decide to ring VIRGIN MEDIA to see if there was a fault, and low and behold the landline was dead too.
    At this point I began to realize that they had cut me off straight after the phone call, not when my contract ended.Which was agreed
    in the phone conversation.

    I eventually got though to VIRGIN MEDIA, and they confirmed they had cut off my services and claimed it was a mistake,
    and put me through to the "disconnections" department, which is in real life the,DON'T LEAVE, WE WILL GIVE YOU DISCOUNT
    TO SAY.. Department, after being brow-beaten I agreed to say, with the same package including everything I had before
    but now it would cost me £75.00 a month not £68.00 a month.

    Now, lets fast-forward 12 months, my contract is ending, I got charged last month £83.00 for the £75.00 a month contract
    (no added costs by me for phone calls) so I contacted VIRGIN MEDIA complaints 3 times via email.. No response, then I phoned
    to be told "one of your discounts ended||".which Is inappeasable as it was a contract for £75 for 12 months, per month.
    At this point I informed them NOT to roll over the contract, as he would jump to £110 a month, the person on the phone from Virgin Media
    apologies for the billing issue and said the contract would end on the end date as asked.(3 weeks from now)

    NOW GUESS WHAT...THE SAME THING AGAIN, THEY HAVE CUT OFF MY SERVICES STRAIGHT AWAY.
    DOING THIS INVOICE COULD BE A MISTAKE
    DOING THIS TWICE IS A CLEAR TACTIC TO GET YOU TO RING UP & BE TALKED INTO RENEWING YOUR CONTRACT BY THE WELL TRAINED
    "Disconnection TEAM|"
    I have had nothing but good experience using Virgin Media products... Fiber-TV-phone, but this underhand tactic to disrupt
    your contracted services, so they can attempt to stop you leaving has left me with no option but to leave.

    So, as I said, I rang up VIRGIN MEDIA, was told "oh I don't know why your TV & INTERNET has been disconnected, we are so sorry"
    then passed on to someone else that then went on to say that they would try to reconnect the services,,,but,,,, whilst you are on
    the line .....at That point I know the sales patter was about to start, and stopped him in his tracks."I just want reconnecting until end of contract"
    OK, your supply will be on within 72 hours//////////// 72 HOURS--- 3 DAYS TO GET RECONNECTED!!!!!!!!!!!!!

    SO here are my issues
    OVER CHARGED £83 NOT £75 FOR A Existing CONTRACT
    3 EMAILS SENT VIA THE COMPLAINTS FORM ON THE WEBSITE, (NO RESPONSE)
    EMAIL SENT TO VIRGIN MEDIA VIA THEIR 3RD PARTY COMPLAINTS SYSTEM (NO RESPONSE)
    SUPPLY FOR TV AND INTERNET CUT OFF WITH NO WARNING (3 WEEKS BEFORE CONTRACT ENDS)
    RANG UP TO SEE WHAT AND WHY THIS HAD HAPPENED (TOLD TO RING BACK AFTER 8AM)
    RANG BACK AND TOLD IT WILL TAKE UP TO 72 HOURS TO RECONNECT....
    & GIVEN NO REASON WHY BY WHO OR ADEQUATE REASON AS TO WHY DISCONNECTED OF MY SERVICES....

    -------------------------------------------------------------------------------------------------------------------


    NOT HAPPY WAITING 72 HOURS, SO RANG BACK....
    Customer support operator name : MANVI
    I ASKED
    Q1...WHY WAS MY TV INTERNET DISCONNECTED? YOUR ANSWER IS...."SOME OTHER REASON,"
    Q2...Who DISCONNECTED IT?... answer...."YOUR ABLY TO ANSWER THAT"
    Q3...AM I GOING TO BE CHARGED FORE MY PACKAGE WHEN I AM NOT RECEIVING MY SERVICES?
    ANSWER...
    "ACCOUNT BEEN DISCONNECTED"

    MANVI decided she did not want to bother attempting to help, she put me on hold and passed me to another Customer support member
    this time it was
    Emma
    so I asked EMMA the same questions

    Q1.WHY WAS MY TV INTERNET DISCONNECTED? I WILL HAVE A LOOK OVER YOUR INFO TO FIND OUT WHY...(PUT ON HOLD) THEN TOLD THAT IT HAD BEEN AUTHORIZED
    TO BE DISCONNECTED BY A "Joshua" AFTER MY PHONE CALL REGARDING DISCONNECTION AT END OF CONTRACT.
    Q2... Who DISCONNECTED IT? Joshua
    Q3 WHAT'S HAPPENING ABOUT THE OVER CHARGE?...AM I GOING TO BE CHARGED For MY PACKAGE WHEN I AM NOT RECEIVING MY SERVICES? Joshua EMPLOYEE NUMBER
    JOSH SAID.....Customer, WAS TOLD DISCONNECTION WOULD BE DONE , AND CLAIMS HE EXPLAINED RETURN OF VIRGIN MEDIA GOODS
    .. WHICH WAS A TOTAL LIE
    BEFORE ENDING THE PHONE CALL I ASKED FOR A
    REQUESTED A DATA ACCESS REQUEST..FOR INFO HELD ON MYSELF IN Regards TO THIS SITUATION
    WHICH IS MY Righto DO SO UNDER THE DATA PROTECTION ACT.
    WHAT'S HAPPENING ABOUT THE OVER CHARGE?

    SO, LETS LOOK AT THE DESCRIPTION THIS HAS CAUSED ME..
    TIME WASTED TESTING MY Equipment TO SEE WHY MY TV AND INTERNET HAD STOPPED WORKING
    TIME WASTED CONTACTING VIRGIN MEDIA
    LIVE FOOTBALL (3 GAMES SUNDAY / 1 GAME MONDAY)SKY SPORTS & BTSPORT
    ACCESS TO MY NETFLIX ACCOUNT(A SERVICE I PAY FOR)
    ACCESS TO MY AMAZON PRIME VIDEO ACCOUNT(A SERVICE I PAY FOR)
    UNABLE TO WATCH ANY TV Shows CHANNELS(A SERVICE I PAY FOR)
    UNABLE TO WATCH MY RECORDED PROGRAMS(A SERVICE I PAY FOR)
    UNABLE TO ACCESS PS4 GAMES AS THEY REQUIRE A INTERNET CONNECTION (RED DEAD 2)
    AND AS I AM DISABLED, MY INTERNET IS NEEDS TO ORDER MY GROCERY, WHICH LUCKILY I DID ON FRIDAY, BEFORE VIRGIN MEDIA
    CUT OFF MY INTERNET AND TV.

    ------------------------------------------------------------------------------------------------------------
    Over my time with Virgin Media I have spent well over £1000 on your services, always held Virgin Media services as
    one of, if not the best service provides. But after the no response to billing issues using your complaints form,
    the cutting off of services and the lack of clarity or interest in resolving this issue/issues I am left with no option but to consider
    this grounds for breach of contract, gross misconduct and flat out lies by Josephus makes the thought of using Virgin Media
    a impossibility, as the stress involved is not something I need or want, and do not expect from a company that lives and dies on
    Customer satisfaction.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      5 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I am paying £42/month for their fibre optic broadband service. Speed is low and signal is coming+going all the time. I am right next to my router now yet the WiFi signal goes off a lot. Speed is slow as well,despite of having their upgraded service. Certainly not worth paying for,just changed supplier.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Internet is fine but Virgin have the worst customer service I have ever had the misfortune of encountering.
  • Reviewer
    Location
    Oxford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    The worst customer service in universe!
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Customer service is beyond poor. phoned to cancel month to month rolling contract to be told they had placed me on a 12 month contract without informing me. trying to charge an extra £60 for me to leave. Will not be happening. All works fine with virgin until you want to switch providers and then they claim you've signed something you haven't even seen.
  • Reviewer
    Location
    Gorleston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Poor, poor customer service. Virtually non existent. Chase around for days on end. Might as well talk to a brick wall.
    Only positive is the internet works. Regret going back to them. I've been waiting for over a month to be able to view my online account. Still unsuccessful in providing me the basics, but happy for me to spend hours on the phone over numerous days and still not able to resolve the issue.
    If I could give a minus customer service score they would truly deserve it.
    Avoid like the plague, but if you are one of the lucky ones then you might get a cheap reliable service
  • Reviewer
    Location
    Rugeley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    And still these clowns continue to bury their heads in the sand. Do they actually read any of these reviews, or do they just not give a **** about the customers once reeled in? I think it's the latter. Paying a hard earned £72 a month for this crap. Despite endless calls to 'customer service' (joke) I'm STILL only a 'secondary account holder' after taking over the account from my son 3 months ago. Meaning neither of us can access bills etc. Even when trying to escalate my complaint to a 'supervisor' (another joke) I'm put through to somebody in some place in a far flung corner of the globe who can barely string together two words of English, who repeatedly reads from a script telling me that it was my choice to sign the contract. Well, as far as I'm concerned, they are breaking their side of the contract in this respect. Add to that the Wi-fi dropping out randomly - should this occur if I'm trying to book flights etc when working from home and I end up with a missed flight or double-charged because of this, then they shall be hearing from my lawyers!
  • Reviewer
    Location
    Hamilton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    They say there is a fault with the cable under my mono block which affecting their system even though my broadband works and if I don't allow them to to replace the cable which would mean me lifting my mono block they will cut me off
  • Reviewer
    Location
    Rugeley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    Really cheesed off now. My previous issues regarding non-existent customer service have not been addressed, and now on top of that my Wi-fi keeps cutting out - mostly in the late evening. Only redeeming fixture is download speed - when it's working. I cannot wait until my contract finishes, then good riddance. And if Virgin read these reviews, they obviously don't give a stuff as the poor reviews keep flooding in on a daily basis. Absolutely shocking.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I have been with NTL/Virgin for over 16 years and pay over £80 a month for something which is between a Big Bang and Big Kahuna package, but with no Tivo box and an upload of no more that 19 Mb. I realise that I have been stupid in not switching before. Why are loyal customers treated so poorly?

    But it is not easy to select a new provider.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I have been with NTL/Virgin for over 16 years and pay over £80 a month for something which is between a Big Bang and Big Kahuna package, but with no Tivo box and an upload of no more that 19 Mb. I realise that I have been stupid in not switching before. Why are loyal customers treated so poorly?

    But it is not easy to select a new provider.
  • Reviewer
    Location
    Gateshead
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Have been unable to sign into email for ten days, says password incorrect - I haven't changed it. Almost impossible to speak to a human or chat online to discuss the problem . Very poor service and very time consuming.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The internet was fast but the customer service was crap. We got told the wrong information when we signed up and they charged us an extra £70 at the end for something that they had not told us. VM did not reimburse us which is rather unfair.
  • Reviewer
    Location
    Enfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    i have 20mb broadband connection which is OK when its working - often it is not although Virgins broadband status page rarely reflects this fact. Customer service is patchy some times good some times bad just depends on who you get responding I think. There sales staff on the other hand are snake oil salesmen in my experience. Often being misleading or out an out lieing about costs and particulars of offers etc.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Over charged me 5 pounds over agreed contract price. Was told can move my contract whenever I move. When I came to move found out that need to start a new 12 months contract every time you move. Complete scam, would not trust virgin media.
  • Reviewer
    Location
    Nr Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    No phone for over 2 days now.... Engineer went off one day, I complained unbeknown to me a engineer was booked. Got on to technical in mdeed there was a network fault and the phone returned within the time quoted!

    The next day an engineer rang, 'doing some test' the line will go dead for 10 mins. and it comes back cancel the appointment - it never came back 2 day's is a very long 10 minutes.
    #
    Can I get it sorted.... you're welcomed to try. So I'm gonna notify the billing, notify the banks and suspend payments until it is and that I am refurbished the cash I spend on my mobile - over £15-00 worth to VM.

    UTTER DISGRACE.
  • Reviewer
    Location
    Leicestershire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Broadband service good but be very wary, after promo offers end you pay full whack and when you add, amend or change a package end up extending your contract with them. In the main customer service is shocking, there are a couple of staff that were great but doesn't help that you get passed round the houses to different departments rather than one person being able to help, average call time with these guys for us is close to an hour. And Virgin need to catch up with other companies - we are shortly leaving them to move to another Broadband provider- and a big reason for this is Virgin not having a UK call centre- when you ring up with an issue anyway it is infuriating speaking to someone who you can't understand and can't understand you. I won't be moving back!
  • Reviewer
    Location
    stoke-on-trent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    supposed to be up to 10 mb its a question if I can get 5 mb
  • Reviewer
    Location
    Potters Bar
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Have been happy until recently. Broadband went down and was told on phone there was no problem and must be something in my flat that needs attention. Waited in for an engineer who immediately said it was not anything in my flat but an outside fault effecting many people. He said it would be repaired that evening or first am. I accepted what he said but felt uneasy. I phoned again and told repeatedly there was no problem in my area! So another engineer booked to come again. Being told different things by phone staff and their engineer. Have spent many hours on phone. Am looking for a new provider
  • Reviewer
    Location
    Whitley Bay
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    Bought full Broadband TV package because former BT was too slow and cost escalating. TV package (basic) is good although we have notice transmission breaks of a few seconds on occasions. Broadband - initial problems with speed because router was not in same room as PC (steel ceiling joist caused 'Faraday Cage' affect) - solved by elec ring main 'Power line' extension. Rating reflects initial speed. Email page is not as user friendly as previous BT
  • Reviewer
    Location
    yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Their customer service is non existent. I have spent 4 days of stress trying to speak to someone. Impossible. just texts saying someone will be in touch with me. Technology is supposed to make life easier. Am I the only one who is finding it more difficult. To be fair on their staff they are only doing a job, its the people in charge that should be held to account.
  • Reviewer
    Location
    Farnborough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    There was a long period I would have recommended Virgin to anyone, for both speed and stability. I don't know if they've had a halfwit making poor decisions and cut the technical staff who kept the service going, but the bottom line: They now appear utterly clueless and the service seems to be constantly going up and down. Numerous calls raised, engineer visits on more than one occasion and it's still unstable. Sadly at this juncture I would suggest giving them a wide berth and looking at other providers if any can provide a reliable service.
  • Reviewer
    Location
    Standlake
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been a Virgin Media customer for years and have been happy with the broadband service. Unfortunately, I believe because of a switch to Talk Talk in our area, the service had become next to useless. With regret, I have changed my service provider. In defence of Virgin Customer Service, I must say that on every occasion they have been outstanding. They have been professional, polite and very helpful.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I don't have any major issues with broadband or their tv bundle except that is not worth the money they charge you but what i do have an issue with is their rotten customer service. I was practicly shouted at for wanting to leave. Rude and aggressive and for that reason i really wouldn't recommend them to any one!!!
  • Reviewer
    Location
    Corby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Signed up to a shopping vouchers incentive to join Virgin Media. Vouchers should have been here after 28 days from 1st September. Nothing sent.
    Chased in November and was promised within another 28 days. Still nothing sent.
    Chased again late December. Was promised within 2 days. Still nothing.
    Also hiked the price up one month into the contract.
    Don't have an App. Can only log in through browser. Can't email them. You have to call and it takes 20 minutes for them to answer the phone.
    TiVo box much slower than Sky's equipment and less user friendly.
    Don't recommend this company at all. Should have stayed with Sky.

    Update: Asked for the complaints procedure on Twitter. You can't email complaints so had to send it in the post. The wrote back a few days later on 27th March saying they would respond in full within 14 days and that they would call me. 18 days later and still no reply or phone call. Appalling customer service

    Further update: Finally got a reply 38 days after the original complaint and only after I chased repeatedly on Twitter and sent LinkedIn messages to the CEO and other Senior Managers.
    Ironically the reply came by email, after they originally insisted on a postal complaint. The response was completely impersonal and said they would not provide any meaningful compensation because I am on a "residential service account". No explanation was given as to why such an account would not be eligible.
    Cheekily they then gave an 11 day deadline for me to reply to their response that had taken 38 days to arrive. Very poor customer experience.
  • Reviewer
    Location
    Didcot
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The broadband is fine but the customer service is appalling! I told them I will not be renewing my contract but they have continued to charge me! I have been trying to resolve the issue but I spent 2 hours being passed from department to department and having my calls disconnected while waiting for x department to answer - Shocking! I even told them that it is not fair for me to call 7 times and not have my issue solved - this is bad customer service! Just to be told "Sir, that is your opinion" whatttt? They still have not solved my issue of being charged for nothing! Goodbye Virgin - you lost a good and loyal customer!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    It's fine when it works, with good speed, but reliability is awful. It goes down for hours at least once a month - and as I work from home that's incredibly disruptive. Will not renew.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I was with Virgin Media for the past 10 years, paying by direct debit on a monthly basis without fail.

    Recently, they posted a promotion for new customers offering the same package as mine at 35% less. Despite my call to the customer retention department, they still wouldn’t offer me lower cost.

    If a Virgin Media does not appreciate its loyal customers it’s time to avoid them which is why I left. Virgin Media should know that it’s easy to temp new customer with Special Christmas packages, but loyalty from your existing customers has to be earned.
  • Reviewer
    Location
    Irthlingborough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    After 20 plus years as a customer at 4 different addresses I had to leave Virgin as they could not supply my current address. They are now complaining that I owe them money are hounding me for payment. They forgot to close my account they forgot I sent back the set top box and other equipment. They forgot that I never made a late payment in all the years I was with them. They do not give a flying fart about customer service. I urge anybody who is thinking if giving them a chance DON'T they will treat you like dirt if your so much as 20 minutes late with a payment.
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The broadband itself is fine. Terrible customer service. A catalogue of ineptitude and poor behaviour. Very long waits to speak to people. Passed between many people and having to start the process anew each time. When moving house you need to set up a new account, requiring you to use a new email address. They posted equipment to my old address, but took half a day of calling them to realise that's what they had done. Then it turned out the equipment (which they insisted I needed to use), was the same cable I already had. Sales staff promised I would be able to continue using the same deal I was already getting, but when I moved Virgin claimed there was no note on my file, so I had to start a new contract. They refuse to send email confirmation of the content of calls, so I have no way of proving what they said. Attempting to get anything sorted is a painful process of listening to their terrible hold music on repeat for hours. It's maddening.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Technically very good. Customer service could not be any worse .They don't care if you,leave .A very good technical service which does not deserve serve to have any customers .shocking .Am of the silver haired variety but never have I experienced such bad customer service ..and more than once !
  • Reviewer
    Location
    Gatwick
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Good if you want speed and reliability. HOWEVER BE WARNED if you want to cancel.... good luck, 2 phone calls and on the last call I had to ask 5 TIMES to cancel if they couldn't meet what another provider was offering but the sales agent continued to try and sell me what I didn't need!! I had to be rude and abrupt with him to make him listen and when he finally got the hint he was rude and abrupt back, rediculous he reacted like a jilted lover!! he then rushed he explained the terms of billing and cut offs so fast I could take anything in or write it down. just terrible. now a credit for services they have charged me for which I shouldn't have been charged for are being sent by cheque..... in 45 days!!
    online help is useless don't use if you need any support at all!!!
    terrible and I would never go back, I would rather pay more and go for sky!!! or even better now tv!!
  • Reviewer
    Location
    London, Newham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    I just switched from BT because of their high prices. I am paying for the second-to-best plan. The speed is really good, but unreliable. You get lots of days when you are just waiting for a page to start loading. It loads instantly after a while, but by that time you are already swearing.
    If you are using your bank services you might also be logged out for security reasons.

    It is extremely frustrating especially since I'm quite techie and I know this problem is not with me.

    If you are a gamer, stay away, your ping/lag is too high for real-time games (maybe turn base strategy will work).

    Compared to BT, Virgin is faster, but unreliable and much, much more frustrating.
  • Reviewer
    Location
    Southampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Had virgin broadband installed 2 years ago, very quick, very straightforward, but then it should be as the virgin coax was already in the flat! Service is largely as advertised, no issues, no problems, however, price has now crept up way too high, phoned up to cancel as it appears no other options are available, gave up after half hour on line, spoke to one person who put me through to the endless squeaky music. Have gone on line and requested a router return package, and I guess I will have to try the Virgin Media shop in Southampton, really need them to accept my notice that I no longer need their services. Quite why they think it is a good idea to make cancelling a service almost impossible is beyond me, idiot customer relations, you will never keep customers if you treat them badly and overcharge..... Up to today, I had no serious gripe with Virgin, but now, they mail me to tell me they are increasing my monthly cost, but that's it, brick wall.... could never recommend a company that treats customers with so much indifference.
  • Reviewer
    Location
    Bracknell
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    The biggest problem we customers have to deal with is that there is little difference between the major providers, and they quite frankly do not give a real jot for their customers. In the many years I have been with Virginmedia, they have never once given me the service I pay for with frequent outages thrown in for good measure. At best you get 50% of the speed they advertise, apparently only a small percentage of their customers need to get 100MB for them to claim that all customers get this service, but the reality is that you normally get 10MB-15MB. The mobile phone service drops out as many times as you get a connection and you get more Free to View TV channels on an open decoder than Virgin provide in their package. It seems to be a legalised form of theft to charge for Free to Air channels, but that is what they do, as indeed do the rest.
    Long and the short is that Virgin offer an overcharged mediocre service, but are little different to the others. One day a Regulator will be appointed who can actually do his job and sort this out.
  • Reviewer
    Location
    Lancashire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Currently paying for 100mbp/s
    I average about 20.
    And very rarely hit 50.
    And on top of that, my connection drops at random moments for no reason.
    At the time of typing this, my connection speed DROPPED to a maximum of 3mbp/s.
    It's ridiculous.

    I do have the odd lucky day where my speed is about 40mbp/s, but that's still nowhere near the 100 i'm paying for.
  • Reviewer
    Location
    St Albans
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Virgin Media customer service is actually not the problem, they become robots, as they are individuals who have to read basically from a script. An issue that has a stock response of "our engineers are aware of the problem and working hard to resolve", I mean that means nothing.

    Virgin offer a £10 credit and that is appalling.

    We have had no TV or broadband for 3 days, an up an down intermittent fault with no end in site, yet they will gladly take my monthly subscription fee.

    How many times can they quote, advertise that they are improving the service, spend less on your adverts and more on the network infrastructure that supports your customers.
  • Reviewer
    Location
    Chelmsford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I started my contract in December and after moving the address I have been assigned new contract for another 12 months. Now I am unable to close it early without paying disconnection fee. Joke. Wanted to speak to the supervisor and I was told she is too busy. Waited 10 minutes just to be told she is on another call and won't be able to help me.
    So many people complaining and not getting help from the customer service, I'm not surprised she has to spend time explaining herself and apologising to people.
    Joke.
    Never again.
  • Reviewer
    Location
    ENFIELD
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    AVOID at all costs! An absolute nightmare to cancel EVEN at the end of your contract! I had to phone time out of number to get something in writing that I wanted to cancel (ie, I kept telling them all I had got was a voice on the phone confirming it, therefore no actual proof). Let me assure you that it is far easier to pass a camel through the eye of a needle than to get away from these cowboys - AVOID or repent at your leisure - you'll have plenty of time to!
    PS, please see my other review about Giffgaff, which is completely different, which you'll agree indicates my honesty!
    PPS, I REITERATE, AVOID VIRGIN AT ALL COSTS!
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Terrible customer service. Spending hours on the phone with no real outcome.
    Same with virgin mobile.
    Only plus point with them is decent speed for Wifi.

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.