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
    3.1 stars

Based on 956 customer ratings since 2023-05-22 (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.

4,691 Customer Reviews over 118 pages

  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I've experienced nothing short of horrific customer service over the last few days.

    I tried to carry over my Virgin broadband to my new property. I was moving on the 8th, but got disconnected on the 6th (more detail to this but it was a huge problem since I work from home). Virgin could not reconnect me for the 2 days following this mistake…

    This cost me £10 in data passes to my mobile phone company because I had to tether. When I got to the new house the broadband didn’t work—even though it was claimed that it should and it’s a Virgin line.

    I had to be passed around 3 diff departments / 1hr call to troubleshoot.

    I finally got through to the faults team who said they need to send an engineer out but the system was down. Said they’d call me back. Surprise surprise—no return phone call.

    At this point, after about 3 hours dealing with various incompetence, I’d had enough & wanted to leave.

    I’d already been charged ~£40 for April for—at this point—a non existing service.

    I found a much more competitive package at Vodafone and signed up.

    I’ve been trying to cancel my Virgin package today and I’m being told that my last day will be 12th May…

    I tried to explain to the “I’m leaving” team that it’s not fair for me to be charged for April since 1) Virgin messed up my move 2) I don’t have access to any services.

    Got passed between 2 customer service representatives. Neither could understand this, just wanted to read their script.

    Apparently someone was going to phone me back (of course they didn't).

    At this point I just wanted a refund for this month for charged services that i don’t have access to. It’s not hard, and it’s fair.

    There is absolutely no way I am going to waste my time calling them or ever using them again.
  • Reviewer
    Location
    London SE22
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Once they have you, they do not want to let you go!

    VM Broadband was OK, but expensive and were slow to deal with problems. However the problems really started when I tried to leave. VM’s strapline is “stay connected” and now I know what that means. Website does not have a leave route, no email, and no pickup even on the phone. Ended up writing to their Head Office three times, and then just stopped payments. I went to the small claims court who agreed in my favour, and still VM have not paid the amount the court agreed, I think they assume they are big enough to ignore a court.
    I am not the first, and probably not the last, Trust Pilot have 61% “bad” scores for Virgin Media, so I would strongly recommend you go somewhere else.
  • Reviewer
    Location
    Ng44fd
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Landline down for a whole week forget complaining as you will robots on the other end who don’t understand what you complaining about. With the high prices they charge there is no compensation as not all your services are down ? So have now decided to leave them after 33 years with them
  • Reviewer
    Location
    Peterborough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking service not worth the money
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Truly the worst customer service in the world...if you want customers service to treat you with disdain and being awkward and unhelpful the go with virgin media.....YOU HAVE BEEN WARNED
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs! I have been waiting for my service to be set up for 1,5 months and still not working. The appointment for the technician was scheduled 3 weeks after the contract was signed which was already shocking but then it was postponed by another 3 weeks without even informing me, I only found out when I called them. I’m speechless about this poor customer service. Absolutely unacceptable!
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Terrible customer service is none! They have good services and most of the time reliable but if you have a problem your on your ear they do not care. I’d say but the service it’s self is good but then I think actually it isn’t because they make you pay for it and there are better companies that have good services but also actually care amount customers and not just profit margins I would never recommend this company
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Moved house as an existing virgin media customer and although speaking with moving team and transferring service to new address was charged the total remaining contact amount in one direct debit, plus a fee for not returning the hub (despite agreeing this would be needed in the new address).

    Once service was finally transferred, monthly bill was almost double the contact I had originally entered despite Virgin already taking the full contract value from my bank without notification.

    Have been unable to access my online account and money has been taken out for the hub, new monthly fee even though I don’t owe anything.

    Similar to other reviews, have been passed around several disjointed departments - have been told the issue has been resolved twice now but still no resolution.

    I thought this was just a one off case and I was unlucky but after investigating there is severe underlying dysfunctional operations in the organisation and no one is able to take responsibility to fully resolve a clear issue.

    I would never want to buy anything from a virgin brand again after this. It’s remarkably bad.
  • Reviewer
    Location
    UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling company. Terrible customer service, tricks you into other products and internet is incredibly poor quality . AVOID AVOID AVOID
  • Reviewer
    Location
    UB35LU
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unfortunately, but after 17 months of the contract, I find that the company has very poor contact with the customer, the link often fails. I pay for 350Mb / s link, of which I usually had less than half of that, and in the last month they broke all records where the speed dropped even below 5Mb / s. Unfortunately, contact with customer service usually ended with the fact that they did not see any problem at home, the link returned to normal for a while, and then the fun started all over again. Today I have decided that this is the last month of my cooperation with this company and as it turns out I have been waiting four hours for any answer in the chat. Bravo for the approach to the client ...
  • Reviewer
    Location
    Northwood
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Due no loyalty and price increases I moved to another supplier.. at the time I was assured that I could take my email to the other supplier. However after 3 months I was told by virgin media that the email belonged to them and I could not use it as I am not with them. I had the email 20years before I joined virgin media. Horrible company do not join .. be warned
  • Reviewer
    Location
    Ashford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Awful experience they cut off my internet during installation and left with me with nothing, no engineer to fix it even a week later, I had to fix it myself. Customer services not interested, engineer booked but didn't turn up. Tried to cancel my account but they refused! Had to cancel in writing and just ignoring them now. Avoid!!!
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was missold an offer in which I would be given £100 off my bill only to be then billed this without this taken off. Tried to contact customer services on 3 occasions: email took a week for an automated response; first phone call was told i would be called straight back then never rang back; second phone called answered then immediately hung up. Worst customer service ever received. Also, upon trying the 500mb wifi the most i can get it’s around 280mb often dropping as low as 47mb. Shocking service and shocking wifi.
  • Reviewer
    Location
    Warrington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Husband receives a massive bill because our contract has finished, no notification of that, at all.
    Treating existing customers, despicably, we suggest you don’t bother with them. Computers are down we can’t deal with you, from a broadband company
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please please please do not use vrigin media. This is the first time that i am reviewing and i am reviewing to save your life from Hell. IT IS DREADFUL. I have called 12times to fix my bills, plus you do not get the guaranteed speed. Also, they will not send me the return slip to send the broadband back. Avoid at all cost.
  • Reviewer
    Location
    Oldbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dreadful customer service. Took 17 hours of waiting on the phone over 4 days to speak to the right person, who I barely understand due to their foreign accent and poor English. Engineer installed the finer cable box outside my house on the 23rd of February but did not did not install the broadband to the external cable box. There were no hub installed or provided to me, all I got was a fibre cable connection outside my house and that’s where it ends. No internet connection or equipment to enable me to receive internet supplied or installed. On the 3rd of March they sent me a bill for £55 for broadband charges, a service I was not provided with. When I rang them to explain the issues I as passed to 17 deferent staff located from all over the world. None them helped in the end and most were rude and lack experience.
    I then sent a letter and a copy of the contract to cancel the contract. On that very same day of sending the cancellation notice I phone virgin to cancel the contract, it took 2 hours and 4 different staff from around the world in the so called retention department and even then I got no where. On day 31 of they sent me another bill, which did not go through because I canceled the direct debit payment . I rang them again and after been passed to 6 different staff and departments I finally was put through to a staff in the uk who finally understood the situation and canceled the service. Never again! SAVE YOUR SELF THE TROUBLE, STAY AWAY FROM VIRNIN MEDIA!!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rated 1 out of 5 stars
    Just now
    NEVER JOIN VM Terrible - Is this legal ?
    I've been with them for more than 3 years. In October 21 I moved home and I kept the broadband under VM the assured me connection was perfect an no issues...

    1st LIE - I then discovered there was an issue opened from April 2021
    I opened a complaint as they confirmed the issue will be solved by the 1st of January 2022 and entitled to compensation once the issue is fixed. Asked if I could leave and they confirmed I will have to pay penalties.

    It's now March 22 and the issue in the area is still there (now due to be fixed April 22)

    Still can't have compensation and the issue is not fixed but, and here is the amazing part, the tariff went up. The increase doesn't have to wait the issue to be fixed.... ABSOLUTELY RIDICULOUS


    Just to give you an understanding of the issue

    Connection is intermittent - often not working
    When it works I don't receive what I'm paying for (I'm paying for 200VM I receive 70 less than half)

    Final thoughts
    If you are in NORTH LONDON and you have a job that requires a internet connection DO NOT JOIN Virgin media.
    Competitors is this areas are better - all our neighborhood is switching to BT with no issues at all.
  • Reviewer
    Location
    Worthing
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Absolutely appalling customer service from Virgin Media. We've had their broadband service for a few years then contacted them a week before we exchanged contracts for our recent move.

    The person we spoke with told us we could take our existing Virgin Hub with us to our new home, and the next day after the move plug it in and our service will continue.

    This turned out to be a lie.

    It didn't work so we spent an hour waiting to get hold of someone and when we did they stated that we were given incorrect information and that we needed an engineer to visit and install for us.

    So, we decided to cancel our contract and return our hub... we've endured patchy customer service over the years from Virgin Media and thought we'd take the opportunity to go with BT instead.

    Contract cancellation was confirmed on the phone with Virgin Media and we also then cancelled our Direct Debit. A few weeks later, they send us a new hub, which we put to one side thinking they'll then twig they didn't need to send it then ask us to send it back. They're so disjointed as a business that it's still sitting in our dining room awaiting collection.

    But the sting for us is that a few months later we receive a debt agency collection communication that we owe Virgin Media money… which we don't as we cancelled and it was confirmed on the phone by a Virgin agent.

    We've now spent a few hours over the last fortnight calling and communicating with Virgin, asking them to listen to the phone recordings, and then cancel this debt that we don't owe. Eventually, we speak with someone who states that we did owe for a disconnection notice and we agreed we'd pay it. It was £61.

    We've now been presented with a bill for £82, more than the amount agreed. It's just insane. We're both self-employed so spending more time chasing Virgin is time we could be spending on billable activity for our business. So, what do we do? Pay it and put it down to experience? Just leave it, and see if the Debt Collection Agency comes back again?

    I've never experienced anything like this and I'm hoping that someone senior in Virgin Media will see this and other posts and actually initiate some change within the organisation. Each department is like a silo, operating independently of other departments. Why they can't get aligned and actually offer a joined-up customer service is ironic, given they're in the communications sector.

    I never want to use Virgin Media again and indeed it puts me off potentially using other Virgin branded services. I wonder what Sir Richard makes of this? I wonder if he really knows just how poor the customer experience is? Happy to have a 1-2-1 call with Sir Richard if he's up for it.
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you are thinking of getting Virgin broadband/fibre ..DONT!! I had their 'super fast fibre' installed in January 2022 and since then I have had nothing but problems. The signal is weak to devices upstairs ..less than a metre from the router, connection to my desktop computer and laptops is exceptionally poor with the dreaded 'connected no internet' status. Despite several calls to the call centre based somewhere on the Southern Indian continent I am still stuck with this product. I have asked several times for an engineer to call to my home, but have been advised by their staff to take all my computer products to a computer repair shop as they are the fault ? Wish I had stuck with Sky, at least that worked all over my home.
  • Reviewer
    Location
    northampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    service compare to price that have to pay them is worst ever seen. try to disconect from over one hr from them !!!!!
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Basically I had a lot of issues with virgin media over the years, and a new issue happened, I contacted them nearly two weeks ago, and after speaking to four different members of staff, and getting nowhere, a manager took over the case, and booked a call for Monday and it never happened, then a new call was booked for later in the week, that never happened, and I am still waiting, and when I call virgin media no one believes me as none of this information is on my notes, and I just end up going round and round in circles, and get nowhere I would not recommend virgin media there customer service skills are terrible
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    By far this is the worst company I have ever encountered in my life! Not only they're unprofessional, their customer service is ridiculous and they're STEALING MONEY from their customers!
    I have been virgins customer for a year and when it came to moving homes and closing my broadband account the whole process was a pain since day one!
    Not only my account hasn't been closed for a YEAR at this point, but I've lost over £500 due to direct debit collection that should not take place!!!
    After months and months of trying to solve the issue with customer service, who for most of the time was rude, unprofessional and arrogant, I still have an open account, and payments are still being taken off my bank account for services that I don't use anymore!
    This action is illegal and I shall speak to my lawyer at this stage, as no one in virgins company wants to admit to a mistake and return me my money that they've been stealing for a year now!
    DO NOT SIGN ANY CONTRACTS WITH VIRGIN!
    DO NOT RECOMMEND!!!
  • Reviewer
    Location
    Halesowen
    Reviewing
    Virgin Media
    Date
    Comments
    Misled into a sale!! Promise of a voucher for amazon and never recievied it. Cannot talk sense with anyone, they made me go with them instead of Vodafone and misled me into a sale. Shambles of a Company, also quoted 3 different prices for broadband. Avoid these cowboys will be reporting them
  • Reviewer
    Location
    Livingston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I have had virgin broadband for 20 years which supplied good broadband however. The cost of the service is over double their competitors and the customer service is so very very bad and you cant trust the operator. I called them and waited a long time (which I had to pay for) I then asked for them to cancel my broadband and mobile contract - they didn't and I have called twice! I am running up another costly month (this has happened twice!) Very poor.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rubbish. Do not even have service yet. Two appointments were never kept. I spent those two days with customer service waiting answering same question many times. Still no resolution. Will contact regulator. Rubbish company, Rubbish customer service and basically rubbish overall. Will try to change provider, but they want me to pay 240 pounds to leave, even though I have not had 1 second of service.
  • Reviewer
    Location
    S11 9EB
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer service give wrong information. Today I called them because I do not have internet in one of the rooms. They said they will sort this problem and give me a SIM card with 10 pounds extra, I agreed then an hour later they rang to change the price and said I can't go back to my previous account although it was their customer service mistake giving me wrong information and I have never accepted the change in my package. Phones should have been recorded which is a proof. I will never trust their customer service again. Internet is very poor. They say 100 MB but one of the rooms in the three bedroom house does not have any signal. Poor service, weak internet, unprofessional customer service
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Finally, after 10 years of bad service and prices just going up and up, there is a new (Fibre cable) half the price alternative "Community Fibre", so I spent the whole of yesterday trying to give 30 days notice to cancel, first by phone (that was the first wasted hour) and finally they hung up on me, then I went online to their chat (another wasted hour), I tried texting (as they advised on their site) they kept asking me the same 10 questions, individually / relatedly for about 2 hours, then they passed me to WhatsApp, asking me the same, individually / relatedly for about 2 hours, and then finally they told me (after 9 hours of this) that all their agents had gone home at 5, now this morning they have started asking the same questions again (which I have already answered all of them about 20 times, 1 by 1 (at about 5-minute intervals)
  • Reviewer
    Location
    Wakefield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Poor internet connection and unprofessional customer service. Not reliable.

    I moved home recently and notified VM well in time. I was assured in every communication that the installation is going as per initially planned date and nearly 1 business day before I was given the shock by email that the installation has been postponed. I stayed on calls for hours without a resolution or support for the time being. No one apologies either for this mess. Another disappointment came in when my connection was disconnected a day before expected despite my special instructions to the web chat team when I notified about the move. My wife and i work from home and dependent on internet. Rather than working and thinking out our move I again stayed on calls for hours to get this sorted. Not surprised that had not received a satisfactory resolution. I had to buy a temporary portable WiFi from another provider for interim internet service. My installation was rescheduled twice and now temporarily suspended till further notice. We have now moved to another reliable provider.
  • Reviewer
    Location
    Bracknell
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    ruined by terrible customer service.
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    If I could give zero stars I would
    If I could give zero stars I would. 3 whole days on their ‘helpline’ and over 300 WhatsApp messages and still no answer to a really simple question. HOW do I leave? I refuse to pay double the price they are advertising to new customers
  • Reviewer
    Location
    England
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Reported to ICO, Trading Standards and CISAS (all regulators)

    Shocking service. Swore at me over the phone, and now will not provide their recorded calls for me to use. Wont answer to Subject Access Requests either.

    People need to do the same to make the regulators aware.
  • Reviewer
    Location
    WARRINGTON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      1 star
    Comments
    Cabled broadband is good. That's about all there is for this company., We've been with Virgin Media for a very long time, but during the last 2 years the customer service has got worse and worse. Just when you think it can't get any worse, it does.
    Switching was difficult. They claimed we signed a new contract for a phone line only, which we didn't. We cancelled everything. We spent hours and hours on the phone. If you're transferred and they can't persuade you to stay or to buy something else, they cut you off. Happened to us too many times to be a coincidence.
    Wireless connection is poor, you can't even get it at the back of the house. They sent us a pod, but it didn't help. Our internet box has been on the blink for a year, but they won't send us a new one. The engineer came and put in a new cable. It wasn't the cable, we all knew that before he started.
    To make it all worse, when we finally got it sorted (we think, though there's no guarantee) they sent us an email to get their kit back and none of the links in the email work. There is no email address you can actually write to, and if you try the "speak to a person" link on the website, you're told to install and use What's App instead.
    Don't use Virgin. Just don't.
  • Reviewer
    Location
    Mottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    every year the price goes up.to talk to a live person in case of a problem with the service, you need to call several times.lately, there is very often no internet
  • Reviewer
    Location
    North Somerset
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling customer service, call centre is in the Philippines, so line is distorted keeps dropping out. I called to cancel my installation many times, call kept dropping out, they don’t ring you back and read from a script when you ring back and try to tell them this is the fifth phone call to cancel installation and keep putting you through to different departments and every time you have to go through security with each department, even though it’s the same phone call. So glad I didn’t end up having my broadband with them, lucky escape.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don’t trust this company they thief’s
    I renew my contract 18 months ago with them they offered me £28 a month faster 2 month start taking £59 a month after 12 month start charging £69 I called them from first month every time they lie do you want to lose is your choice I’ll pass this message to everyone to not get ripped off by them
    I don’t want to hear Virgin Media anymore in my life
    Don’t trust them when they try to renew your contract with new offer they all lying to keep you once you sign new contracts you’re stuck with them for another 18 month and you give them permission to rip you off.
  • Reviewer
    Location
    Hove
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely disgusted by Virgin Media DO NOT USE AS A PROVIDER. I’ve had an ongoing complaint with them since November. They confirmed they have to resolve complaints within 14 days and in January as it had been 2 months they took full responsibility of their internal failings and cleared the full balance on my account (I received a letter in Jan confirming this). Virgin illegally sent my account balance to an external debt collection company when the complaint was still active and without my knowledge. They apologised and admitted their error and said their Credit File Amendments team would remove this from my credit record within 21 days. 2 months later and multiple emails to that team, they have not responded once or tried to resolve. After calling Virgin multiple times this month they said the balance they confirmed they cleared in January is still pending and their Credit File Amendments team haven’t resolved their error. The worse customer service of any company that have damaged my credit record through no fault of my own and after 4 months I’m still chasing them to resolve!!
  • Reviewer
    Location
    Bedford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Although the broadband is ok I could never use this company again because of the sheer pain of leaving. You cannot communicate termination online, only via phone (chargeable number to many mobiles and huge waits, disconnections etc) and post (really?). After all that they have then charged me an early disconnection fee - my contract had finished but the difficultly in the process meant I hadn't provided the full 30 days. There is more but you get the idea...
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Worst Customer Service I have seen in my life time. Take my word, stay away from this company, any other internet provider will be better. Can not wait for my contract to end and I will stay well clear of this company.
  • Reviewer
    Location
    Dunfermline
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Following announcements of the price rises at the beginning of the year, phoned to end my contract with no penalty. Was assured this would be actioned. Two days later received an email saying I’d signed a new contract. Complete lies and fantasy. After two weeks, when notice of cancellation still hadn’t shown up on online account phoned again to complain. Despite two weeks remaining of the notice period my TV and internet were terminated that evening leaving me unable to work, shop or even call the company to complain. Shocking service and probably not even legal. To add insult to injury, Virgin then took a direct debit covering the period after the service had been terminated. They then sent someone the very next day to my house to collect the router and TV box before I’d even had s chance to unplug them. Talk about keen! At considerable expense I then paid to have an emergency phone line installed by BT Openreach so I could have some kind of Broadband service then called Virgin AGAIN who told me I was in credit and they would return the credit balance by cheque in FOUR MONTHS. In total spent over six HOURS on the phone, was without internet or phone for 4 days so unable to call emergency services when my daughter was taken ill. Unable to work from home so forced to take unpaid leave. Wasn’t once able to talk to anyone with even a basic command of English and fed up of messages telling me staff were busy and to go online when I had no internet and no router as they’d taken that as well. I cannot urge you in any stronger terms to stay away from this company if you value your sanity and safety and security of your family. I haven’t even had anything g resembling an apology and they kept sending me emails even now asking me to recommend them to friends. You couldn’t make it up.
  • Reviewer
    Location
    COVENTRY
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up with Virgin about 4yrs ago and service went from bad to worse but couldn't stand the hassle of moving. Eventually with constant issues of no broadband and unable to get hold of these guys when you need help I decided I had no choice to leave. They are shocking at customer service they don't know what the meaning is. I spent 3Wks trying to get through to them for help which even that was poor and went days without Internet hoping it might suddenly return. I then tried to call to cancel, I got cut off and kept on hold for over an hour each attempt. I would suggest anyone is better than Virgin so don't waste your money, to e and effort with them...

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