Virgin Media Broadband Reviews

Pathetic, appalling and poor service. Didn't realize i have been with them for almost a decade. I pay £61 a month for my package (mixed TV, 200 MBPS Broadband and Weekend calls on Phone). We don't use landline at all and TV is a rare scene but mostly the internet. They have promised 200 MBPS but in reality I don't even get 40 MBPS. What a shame. The internet connection is poor, intermittent. I have made numerous call to customer services but complete waste of time and the service is not worth the price you pay. They treat existing customers like milking cows knowing they are trapped in the contract. All discounted offers are for new customers again like anything other company but comparatively the service is completely degraded with no respect for customers.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

ABSOLUTELY crap service..
ABSOLUTELY crap service... you cant get intouch with anyone.. the website takes you round in circles.. for obvious reasons.. to put you off... then at least 30mins to 3 hours waiting on hold... yet when you get through they tell you its not like that there systems say approx wait time is 18mins.. in what world?.. its a shame I'm about to cancel my package due to recent cost increase.. oh yeah all you get told when trying to get a new/better deal is "NEW CUSTOMERS ONLY" well after being with cable & wireless then NTL world and now virgin I'm about to leave after approx 25 year's. as a business if new customers are all your interested in god help you... have you seen the reviews you have? Mr Branson I think you need to take note and do something... sooo not a happy customer

• Satisfaction
  3 stars
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

I bought virgin 200 and occasionally that speed happens. For a short while. On a daily basis there are times when we have no internet. I continually check the speed and the average is about 20 mobs though many times only in single figures. At times our tv has to buffer, and also on important zoom calls. Many months ago I held on for ages to speak to someone who said a new router would fix all which I doubted, and after reinstall and changing all internet passwords around the house (Alexa etc) it made no difference at all. I gave up holding on and on many times. Eventually wrote to the CEO in Sunderland but 'he was on holiday' Beyond words awful. Actually stressful. Online info states restart router. That's an almost daily duty. Awful. Problem is no other high speed in our area as yet so still have to hang on though out of contract and paying a lot extra because of that, but I have champagne cooling for the day I can leave.

• Speed
  2 stars

Relatively poor service.
Went up massively in price. They offered me a discount when I complained and secretly locked me into a contract they didn't mention on the phone (although it was buried in the T&Cs). When I asked for call recordings they didn't send them. Surprise surprise.
When I eventually finished the contract I can't cancel because they have no way to cancel on the site (although you can upgrade. Again, what a surprise) and I have spent hours on hold.
They are about as cynical a company as is possible.

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

I wish I could give 0 stars but its not possible. Customer services are inexistent, internet is only fast when it works, that's about 30% of the time, the other 70% its either down or it just keeps disconnecting over and over again. I'm paying 52£/ month for 350MB download and the average download speed is 60MB, again, when it is actually working. Trying to cancel my contract after 3 years of dealing with it and I'm currently on hold for 1 hour with no chance of someone actually picking up the phone. If you're thinking of switching to virgin media, just stop, don't do this to yourself. Judging by all the reviews I'm not the only one with this problem.

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

Virgin used to be ok when I first joined but have got worse over time .Had a problem recently and after ringing numerous times and holding on for a life time just to speak to somebody not one person could answer my simple question .Every conversation reverted paying out more money for a result which I am not prepared to do .
In the end and totally frustrated I wrote a letter regarding my complaint in order to try and get a response . That idea was even worse - 5 reply letters later from Virgin I am still trying to get an answer ,obviously nobody knows what other staff are doing and realise so many people are answering my 1 letter .If I wasn't so annoyed with the whole scenario I would find it funny but I am determined not to give up , its crazy . To add fuel to the fire I have heard the monthly charges are going up :Disgusting , time I said goodbye .Cant guarantee another company will be better but judging by reviews they care about customers !!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

I made the worst descison ever by leaving BT and trying to join virgin, they told me 100% my home is connected and no work is necceserry, 5 months later, im still waiting for "work to be done outside" for me to get connected, every time an engineer is due to come, it gets rebooked, with no contact to me, its been 5 months now, and they just streched it another 2 weeks, when you call them, its always in india and they can barely speak english, like robots reading a script, i dont need your apology, i need you to do something about your horrible serivces, they will lie to you and reassure you just so you dont leave, please if you are thinking about joining virgin, DONT

• Satisfaction
  1 star
• Customer Service
  1 star

I have been trying to get this company to fix my internet fir nearly a month. They keep fobbing me off with excuses as to why the service is not working and none seem reasonable for a company as large as this one.
I use an app called nextdoor neighborhood or something like that. And it allows the community to stay in touch and commincate issues between us. It appears several people in my area suffer the same issues..
I phone them to report things and just get through to people working from home with no ability to do anything. When you do get to speak to someone. You either get fibbed off or the phone line will go dead when put in hold to contact supervisors or engineers.
I can not recommend anyone use this company at the moment, even though it is difficult in this country to find alternatives due to lack of general investment into our internet backbone from companies and governments alike
Update 5/1/21
Been back InTouch with this company today. Issues still not resolved and made to feel as if i am being blamed for issues i am suffering. And that during this pandemic i should make allowances for this and just out up with it.
They also decided to increase my bill during this period and almost doubling the cost whilst supplying an inferior service.
I would suggest to everyone to find a different supplier. We all need to start using yhe smaller services and let these big boys go bust or get close to it. They may start improving their systems. I am going from 200mg (intermittently) which is far more than needed to a 56mg connection with plusnet that is a permanent stream. Please all be aware you do not need huge download speeds. Most media apps only use 4mg maximum. 200 mg is meant for multiple use household where there are more than 10 people.
Each person only need a maximum of 10mg unless gaming or downloading huge files.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  5 stars
• Reliability
  1 star

I have signed up to 100mbps broadband but it struggles to meet 50mbps or a number of occasions and no customer service/follow up at all.

• Satisfaction
  3 stars
• Customer Service
  3 stars
• Speed
  2 stars
• Reliability
  2 stars

I have been with Virgin Media for sometime and have noticed a deterioration of customer service. Not only does their Broadband fluctuate wildly to what I’m paying for but their prices have been steadily increasing. I’m out of contract and thankful for it . For the past 6 weeks the TiVo box just keeps switching itself off or freezes the TV. I have made 3 call left online long enough to go for a 3 mile walk and still no answer. I have emailed 3 weeks ago and no answer. So I have written a letter to give my 30 day notice ( That was over a week ago)
My advice ... Don’t run a business if you can’t back it up with good GOOD customer service.

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  2 stars