4,684 Customer Reviews over 118 pages
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- Location
- Brixton
- Reviewing
- Virgin Media
- Date
- 2017-04-02
- Comments
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completely awful
- Location
-
- Location
- Brixton, London
- Reviewing
- Virgin Media
- Date
- 2018-07-15
- Comments
-
I too was seduced by the lure of super-fast broadband, so signed up to Virgin's VIVID200 package. What a mistake, because on a good day I'm lucky if I get 20Mbps, with regular disconnections. A friendly engineer has visited, and replaced the router and internal cabling, but it has unfortunately not helped. Don't believe their sales pitch of real average speeds. I now feel conned, and think this represents a clear case of misselling. In the part of Brixton (London) I live it would appear they simply don't have a properly functioning network or capacity to deliver a decent service. I now have to make peace with the fact that I will have to make do with a poor broadband service for the next few months until my 12 month contract ends and I move to another provider. As a footnote, I have just run another speed test and guess what, I achieved 9.98Mbps - nowhere near the promised 200Mbps I signed up for! If you do want to move to Virgin, I suggest you sign up for a single month to test out what they are able to deliver to your home before contracting for a longer term.
- Location
-
- Location
- Brixton, SW London
- Reviewing
- Virgin Media
- Date
- 2017-01-15
- Comments
-
SW London (Area 21) has been oversold, everyone we know on Virgin in this area is experiencing incredibly slow internet at night. We are paying for 100mbps however averaging around 0.9mbps at night, so slow just browsing the web is frustrating let alone downloading something. Virgin needs to upgrade their exchange, however apparently it's not happening until 2020. Would avoid at all costs, BT Open Reach meant to be better option.
- Location
-
- Location
- Broadstairs
- Reviewing
- Virgin Media
- Date
- 2021-12-23
- Comments
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Speed is great when it works but that’s the problem. I’ve been with virgin about 3 months and so far I’ve had about 3 occasions that it’s been down. May not seem much but in the previous 4 years with sky I had one time with no internet. Don’t think I’ll renew with virgin when my contact is up.
- Location
-
- Location
- Brockley, London
- Reviewing
- Virgin Media
- Date
- 2020-09-24
- Comments
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As a couple who are dependent on the internet for online work, meetings and providing therapy session via video - whilst the speed is good, the reliability is not. The dropouts that happen at least 3 times a day on both of our laptops, and during client sessions is incredibly frustrating.
When trying to cancel our broadband, was advised it would only be cancelled without a fee if we could prove it happens on 3 consecutive days for a certain period of time.
We've just had to deal with the brunt of it, but will not be recommending or using Virgin Broadband in the future because of this experience.
- Location
-
- Location
- Bromley
- Reviewing
- Virgin Media
- Date
- 2020-07-01
- Comments
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Virgin, virgin virgin, you certainly are not, pure and delightful. I have been with virgin about 13 years, but for the last 4 or 5 years have had nothing but untold problems, with broadband....I was going to write more, but my internet keeps freezing and then disappearing completely, need I say more! Sky here I come!!!!
- Location
-
- Location
- Bromley
- Reviewing
- Virgin Media
- Date
- 2020-07-02
- Comments
-
Had virgin for a year, was always an issue with the speed. At the end of the contract wanted to cancel it and got the most terrible experience, put on hold for 3 hours and at the end the customer service team didn't think to cancel at all always trying to offer me better deals. I asked who am I talking with and he brutally refused to answer. Avoid.
- Location
-
- Location
- Bromley
- Reviewing
- Virgin Media
- Date
- 2021-10-06
- Comments
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Broadband cuts out every day and is no where near the advertised speed. I'm bored of spending hours of my life on the phone, half of it passing the same long winded security checks to then get no help with the terrible broadband service provided. I recommend you NEVER ever use Virgin Media. It is by far the worst provider I have ever dealt with, and they have the worst broadband despite their bold lies. If you are being locked in a contract with them and you want to leave early, check your consumer rights
- Location
-
- Location
- Bromley
- Reviewing
- Virgin Media
- Date
- 2020-04-16
- Comments
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Virgin is fast. Unfortunately, it isn't very reliable, and their Customer Service and Tech Support is incredibly poor. This is what happens when you outsource the majority of your tech support to Indian Call Centres.
Virgin seem to use "speed, speed, speed!" as an exclusive measurement of connection performance. If you're having any issues, then they'll immediately blame your Wi-Fi connection, even if you're not using Wi-Fi (like me). They don't seem to care about the quality or reliability of your connection which can cause more problems than simply the speed of your connection.
It is suspected that many of their reliability problems are caused by over-subscribing their network - trying to accommodate more customers than their infrastructure can physically handle.
I find it hard to recommend Virgin for consumers right now - if you can get a decent connection from BT/Openreach, then perhaps you should go with them instead.
- Location
-
- Location
- bromley
- Reviewing
- Virgin Media
- Date
- 2018-09-14
- Comments
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i would give 0 stars if possible its been almost a year ive been getting rubbish internet on speed test it gives a maximum 20mbps when im paying for 150 and when i call them for a day or 2 they fix it and then it becomes rubbish again right now i just checked and its 5mbps. i guess im stupid for staying with them so i decided to look for new internet provider and when i find one im defently leaving this one.
- Location
-
- Location
- Bromley
- Reviewing
- Virgin Media
- Date
- 2016-11-17
- Comments
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I thought BT was bad HOW WRONG WAS I! I now remember why I left them. I signed up again as I wanted the 200mb only to be told they will come and install in two weeks which is normal. Two weeks came and engineer said an external company needed to come out and install a wire to my house. so rescheduled for another 2 weeks - engineer turned up and told me the wire hadn't been run through to my house so will need to reschedule for another 2 weeks. Again the engineer turned up and said the same thing the first guy had said over a month ago. It has left me speechless at what a joke of an organisation they are.....now been told to wait another 2 weeks, 2 months to install a broadband Virgin ?...surely not - I cancelled immediately and stuck to BT.
AVOID AVOID AVOID!!!!
- Location
-
- Location
- Bromley
- Reviewing
- Virgin Media
- Date
- 2018-10-22
- Comments
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Was waiting for month to get property connected. They informed me few times that the engineer will come thus making me taking days off, but he/she never came. Strongly DO NOT recommend you Vergin Media.
- Location
-
- Location
- Bromley
- Reviewing
- Virgin Media
- Date
- 2023-09-07
- Comments
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Literally the worst customer service. I was moving house and checked whether I could move my Virgin broadband to my new property - their website told me I could, so I requested for it to be moved. I was told the installation would be completed it about two weeks time.
They then contacted me asking what material was between the house and the public footpath. I told them what the material was, then asked what construction would need to be carried out (if any) - they said I'd need to ask the construction team and immediately hung over. Not the best start...
I then received an email from them stating the installation date was delayed, but no date was given. So I phoned them up asking for an update - they told me the installation date was delayed by a day, but also said they needed to book in a survey to ascertain what construction was required (they should've reached out to me to book this, but apparently it got 'lost in the system'). So I asked for the survey to be carried out the next day.
A day after the survey, I received an email from Virgin stating the installation date had been moved to two months time! So I called them immediately stating that two months is ridiculous, especially since I work from home, and that I want to cancel my contract (and not have to pay the redemption charge, since they stated the property was ready for Virgin Broadband). After being passed from team to team, and being told everything from 'you won't need to pay the charge' to 'you will need to pay the charge since the property is still classified as serviceable', I finally spoke to someone who said she'd close the account that was created for my property, and that they'd be reaching out in the next few days to discuss options regarding the account linked to my old property.
I then received an email the next day stating my bill had increased from £22 per month to £38 per month (i.e. the discounted rate I was promised for another year or so had been removed for no reason). So I chatted to them again, making my frustrations clear, after which they said that both accounts had been closed and that I wouldn't be charged any early leaving fee.
All was right with the world, or so I thought... I've now just received a bill for £57.66 (I have no idea how they've come up with that number), so I'm going to have to contact them once more to try and sort this out (although I'm not expecting much, as even when they say they do something, it's usually a lie).
I would recommend staying far, far away from Virgin Media - their customer service is atrocious, their systems are a joke and trying to get a simple issue sorted seems to be nothing short of impossible.
- Location
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- Location
- Bromley
- Reviewing
- Virgin Media
- Date
- 2016-11-05
- Comments
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The line to my house was damaged by road works not the fault of Virgin
An engineer identified the problem but I had to wait 1 month for an appointmet for engineers to fix it. An appointment was made for 4th November 1-6pm.
Engineers came when we were out without an appointment and left cable unconnected trailing from my front garden wall up to the house.
When I rang Virgin they had no idea anyone had been but they confirmed the appointment 4th November 1-6pm.
I received several texts confirming that appointment .
On the morning of 4th November engineers came in the morning un announced and connected the cable to my house so wifi was now working again after 5 weeks without it. They would not bury the cable but said the engineer due between 1-6 would do that.
I rang Virgin again and they confirmed the appointment.
No one came so I rang Virgin again and they said the appointment had been cancelled. No one told me.
So although I am now connected I am trying to get Virgin to bury 70 feet of cable but no success yet.
- Location
-
- Location
- BROMLEY
- Reviewing
- Virgin Media
- Date
- 2017-06-22
- Location
-
- Location
- Bromley
- Reviewing
- Virgin Media
- Date
- 2019-12-27
- Comments
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I have been with virgin and before them NTL for many years but service had become progesssively worse so I am changing provider. The broadband speed varies from around 40 mps to 5 mps and is unreliable. Their call centre line often cancels mid call requiring a redial. If the line does not cancel it can take 30 mins or more to get to speak to someone about the problem, at this stage they may deny there is any problem os simply refuse to understand the problem, it doesnt help that their call centre is not based in the UK and their staff may not have English as their first language. If they do agree there is a problem there is not easy refund process.
I am changing provider.
- Location
-
- Location
- bromley kent
- Reviewing
- Virgin Media
- Date
- 2017-08-20
- Location
-
- Location
- Brotton
- Reviewing
- Virgin Media
- Date
- 2016-12-08
- Location
-
- Location
- Bt62 1ju
- Reviewing
- Virgin Media
- Date
- 2019-06-05
- Comments
-
In parts of the house we can't even get a connection. I contacted virgin a few times after getting it in. Couldn't get a satisfactory answer. So I have just gave up ringing them. Can't wait for my contract to finish
- Location
-
- Location
- Buckinghamshire
- Reviewing
- Virgin Media
- Date
- 2016-10-08
- Comments
-
Did not even complete the order !!!
Why?
- Did not make the delivery date as promised - a promised rapid delivery date was a con to get signed up
- Hard to get in touch with to discuss new delivery times
- MISERABLE CUSTOMER SERVICE TEAM - never met such disinterested, offhand customer service "What Ever"
Absolute con of a company and worse customer experience ever ( and that was consistent over the multiple people I had to speak to)
- Location
-
- Location
- Buckinghamshire
- Reviewing
- Virgin Media
- Date
- 2021-02-17
- Comments
-
When I finally got to talk to humans (by calling the number to quit) they were polite and helpful, however, nothing would make me stay with Virgin after just 4 days. 100mbs IF you are standing next to the router. Upstairs, 0.17mbs at one point. Called to ask for boosters and was told I’d have to wait weeks for one, and as that would take me past the cooling off period, decided to quit.
- Location
-
- Location
- Buckinghamshire
- Reviewing
- Virgin Media
- Date
- 2022-07-31
- Comments
-
I wouldn't give 1 star. You get 1 good day to 10 bad days.. mostly I get 5-10meg.. its terrible .
- Location
-
- Location
- Burgess Hill
- Reviewing
- Virgin Media
- Date
- 2020-10-14
- Comments
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Switched to Virgin package once available as needing reliable & fast broadband for WFH with at least 2 others wanting to play ps4 games online while I work. Broadband, TV & Phone all went down yesterday. Reported the problem, booked engineer for today. Got text advising they now discovered a problem in the area & they’ve put the engineer visit “on hold”. Fix ETA changed with no notification (registered phone for notifications). No service all night. This morning service checker says there’s no problem but I still have no services. Report that, book an engineer visit - 1st available is now 2 days away. Contact on chat to say I’m not happy they “held” the visit which clearly means cancelled. Chat contact takes ages then tells me there’s a fault in my area - no, service checker says the fault is fixed - oh, well now it shows a fault. ETA 12 today. Transfers me to Tech chat - still waiting for someone to pick that up. Will email compensation details - nothing received. ETA changed to 6pm, no notification. Still no broadband, TV or phone. Thank God I kept my mobile on vodafone & can tether. As a new customer I have about 16 more months before I can leave Virgin.
- Location
-
- Location
- Burnham on sea
- Reviewing
- Virgin Media
- Date
- 2021-10-16
- Comments
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I will NEVER buy anything to do with virgin media ever again. After work was carried out in my road to get us connected to fibre broadband through avonline company employed by virgin media my car got scratched as they had used it as a barrier between their barriers. I have photos of the site foreman barging past my car, work men with machinery next to my car. On witnessing all this going on I moved the car and spotted the damage. After bringing it to virgin media’s attention they refused to pay for the damage. Vile company and clearly don’t care as they don’t take responsibility for the actions of their contractors
- Location
-
- Location
- burnley
- Reviewing
- Virgin Media
- Date
- 2017-03-28
- Comments
-
paid for broadband but it was never connected. no refund either despite many many requests. disgraceful service.
- Location
-
- Location
- burnley
- Reviewing
- Virgin Media
- Date
- 2017-01-16
- Comments
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NO broadband ever installed, even though ordered and paid for. Virgin Media totally failed, customer service non-existent. Tried every way possible to find when V would connect the fibre broadband they claimed was in my street. No one gave me answer. Got fed up (after nearly month) and gone to BT.
- Location
-
- Location
- Burnley
- Reviewing
- Virgin Media
- Date
- 2023-02-28
- Location
-
- Location
- Burnley
- Reviewing
- Virgin Media
- Date
- 2018-12-06
- Location
-
- Location
- Burnley
- Reviewing
- Virgin Media
- Date
- 2018-05-05
- Comments
-
WiFi constantly dropping off! So glad my contract is near it’s end! I am willing to pay the last 2 months and change provider. Joke of a service!
- Location
-
- Location
- Burntwood
- Reviewing
- Virgin Media
- Date
- 2016-11-07
- Comments
-
Outstanding service! Finally broadband that is reliable! Prompt and efficient in every way, wish we had changed to Virgin years ago! (BT should stand for Bin it)
- Location
-
- Location
- Bury
- Reviewing
- Virgin Media
- Date
- 2014-12-16
- Comments
-
After receiving the contract price increase letter I phoned to cancel my contract. I was informed by Virgin that it would cost me £150 to cancel the contract as I had 8 months remaining and that the price increase clause was written into the contract.
I would encourage anyone who is not happy with their contract price increase to be wary as if you do not accept Virgin will lie and try to use the threat of a cancellation fee!!!
Got the contract cancelled (charge free) but I wouldn't ever use Virgin again.
- Location
-
- Location
- Bushey
- Reviewing
- Virgin Media
- Date
- 2021-09-16
- Comments
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Glad to finally be able to get rid of it. Customer care is rubbish. They do not listen to the customer and dont care but are very eager to take you our money and give fines on top of it. Better off without
- Location
-
- Location
- BUSHEY
- Reviewing
- Virgin Media
- Date
- 2019-03-15
- Comments
-
poor service,spent many hours trying to resolve phone or line fault. Informed them no access to site, to investigate problem. Over a week now,will leave as soon as decided which company better.
- Location
-
- Location
- Bushey
- Reviewing
- Virgin Media
- Date
- 2015-02-01
- Comments
-
I had a business contract with Virgin for about 5 years until they changed my call tariff from all-inclusive to pay-per-call without telling me. I only noticed after about 8 weeks and when I called them to ask what was going on they said I must have called them to change it myself. This incurred extra call charges of about £500! They refused to acknowledge their mistake or to refund my money, asking why I hadn't noticed earlier if what I was saying was true. This was just the last straw in dealing with them. They were consistently unreliable, incompetent and dishonest, and never apologetic. Unfortunately we have to deal with a small number of large telecomms companies making large profits with no real competition, which makes them smug, arrogant and complacent. They will all treat you badly at one time or another. Just don't trust a word any of them say. Never take their assertions at face value. Always take names and log complaints.
- Location
-
- Location
- bushey, london
- Reviewing
- Virgin Media
- Date
- 2016-11-29
- Comments
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they don.t deserve even one star. the hailed internet is not stable, you cannot run any online app, any online game, ping, jitteer and all are horibble unstable
- Location
-
- Location
- BUXTON ROAD
- Reviewing
- Virgin Media
- Date
- 2019-05-19
- Comments
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Slowest WiFi ever, slowest response and not working properly
- Location
-
- Location
- Cadishead Manchester
- Reviewing
- Virgin Media
- Date
- 2014-06-18
- Comments
-
Virgin Media...DO NOT EVEN BOTHER CONSIDERING THEM.
I recently moved back to my mums for a short term whilst finding a new home, she uses virgin media, now I was with sky before I left my old home.
I try to play world of warcraft online, and more than likely it will die out, not to mention when one more person connects to it, it dies out.
On some days it connects well, others, not so well. But then when you ring up it takes forever to get through to the team, I have been on the phone for at least 15 minutes, although with sky you get through within 2 minutes. the womens voice is so irritating and drags out.
Just dont bother going with virgin at all, sky is the best connection iv ever had. IF I could use bad language, I would.
- Location
-
- Location
- Caerphilly, South Wales
- Reviewing
- Virgin Media
- Date
- 2023-03-06
- Comments
-
Virgin installed fibre all through our street and dug up all the pavements to do so. We assumed having direct lines would mean super broadband and so we changed from sky.
Broadband was exceptionally poor, tv wouldn't play Netflix and games wouldn't download, couldn't even upload a post on Facebook from our phones using wifi. We contacted them and got an uplift on our MB for a slight extra cost per month. From then they repeatedly took copious amounts from our account on direct debit. We cancelled the DD as advised by customer service and paid manually until issue was resolved. The debt kept going up and up even though we paid what we owed as the amount they tried to take never corrected on the system. Spent hours every month on the phone and promised if we just pay this and this, it would be cleared. Multiple times we over paid so they would reinstate our service. They've cut us off 4x for money we don't owe.
You call to resolve the issues and they demand money and are rude. When you finally get through to customer service, they'll say they've resolved it and the account will take 24 hour to clear, it doesn't. Then the next month the debt will go up again as it wasn't cleared previously as promised, this will continue until the broadband is again disconnected, regardless of us paying our contracted amount manually per month.
Multiple complaints submitted, still hounded for money and threatened with disconnection and reports to our credit score. Every time we speak to a customer service advisor, we get apologies and told that they can see we have been through a lot with them and even told virgin have been 'unprofessional' but they don't actually resolve any of the issues!
Again, we are being cut off today because I have refused to pay another £138 that we don't owe. They won't do anything and complaints take a minimum of 2 days to process. We will be left without a service that we HAVE paid £57 a month for (although our internet is awful) all because they want another £138 that we don't owe.
I am sure its illegal, they are repeatedly cutting off services that we are paying for.
Our contract is at an end now and I can't wait to move. I'll get no compensation for the multiple hours I've spent on the phone to them. They'll repeatedly hound me for more and more money.
The whole experience has been disgusting and to top it off, the connection has been awfull!
AVOID!!
- Location
-
- Location
- Cam
- Reviewing
- Virgin Media
- Date
- 2014-02-23
- Comments
-
Terrible.
Our speed gets throttled down to about 0.3mbs randomly. Our hub/connection drops five times a day. And to top it all off when you download a big file like a game or two from Steam you get throttled down to a stupid degree.
60mbs? That is the funniest joke i've heard from virgin in a while.
Credit where it's due though their customer servies really are good so props to them.
- Location
-
- Location
- Camberley
- Reviewing
- Virgin Media
- Date
- 2019-03-12
- Comments
-
Absolutely terrible customer service and the most unreliable broadband I’ve ever had EVER.
- Location
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.