4,684 Customer Reviews over 118 pages
-
- Location
- stockton on tees
- Reviewing
- Virgin Media
- Date
- 2015-01-25
- Comments
-
phoned tonight re remote lady i spoke to was lovely going to send new remote out fantastic service thank you
- Location
-
- Location
- derby
- Reviewing
- Virgin Media
- Date
- 2018-09-13
- Comments
-
We have been with Virgin for a few years and they have ripped us off, adding things we didn't use (eg more speed than we ever wanted or needed), then increasing our bill without any choice within a few months! They have charged an arm and a leg for phonecalls, and not told us about better tariffs, even when their marketing guys phoned us and we asked if they could improve things. I am a customer who usually stays loyal to a company but this time I can't wait to change to someone more reputable!
- Location
-
- Location
- Lewisham
- Reviewing
- Virgin Media
- Date
- 2015-12-08
- Comments
-
I have had virgin media fibre optic broadband for more than 5 years now. It is ONLINE 99.9% of the time. Even if their system goes down for a day they refund £5 on the monthly bill. Internet is super fast and extremely reliable. The only downside is the cost which is expensive compared to something like TalkTalk but the peace of mind achieved by taking Virgin is priceless. I know this because i have two houses and one has virgin fibre and other has talktalk adsl. Just get the fibre optic, you will thank yourself. I am writing this review because i am missing my virgin broadband at other house since it is being renovated now.
- Location
-
- Location
- South Yokshire
- Reviewing
- Virgin Media
- Date
- 2011-02-22
- Comments
-
Virgin Media are so reliable and have free customer service to call direct from your house phone. Always sort out your queries when you call. Very professional and polite.
- Location
-
- Location
- Coventry CV3
- Reviewing
- Virgin Media
- Date
- 2013-05-18
- Comments
-
I am totally satisfied with VM's service. I get 104Mb/9.7Mb 24/4. My ping is generally below 10ms with jitter no more than 1. The icing on the cake is 120Mb/12Mb by the end of May.
I have never been traffic managed and have had only one fault since 2007. When I have contacted customer services they have always got the job done, even off-shore call centres. The TV service is excellent. I have a VIP package with 1Tb TIVO and an HD box. They do what it says on the box.
Recently I have been part of the new superhub2 trial. This is an excellent modem router that certainly improves on SH1. It completely out performs the BT Infinity hub by all accounts. I can pick up the WiFi 50 meters down my garden and strongly anywhere in my house. Even my android phone gets a download speed of 25Mb. Thanks VM.
- Location
-
- Location
- Lancs
- Reviewing
- Virgin Media
- Date
- 2020-06-26
- Comments
-
We've been with Virgin for many years.The service has been superb after getting rid of BT.Great speed broadband and reliable home phone. If ever we have had a problem (rarely) the customer service has been superb.Phone them up and you're through to a centre in Scotland and they always know how to sort a problem and are very nice to speak to.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2017-03-19
- Comments
-
I was really impressed with Virgin media! I had some issues with starting an online account and my mobile bill and the customer service was extremely helpful and fast It was very good service.
- Location
-
- Location
- Fylde, Lancashire
- Reviewing
- Virgin Media
- Date
- 2017-12-08
- Comments
-
I have to say Virgin Media has been an excellent provider. Any difficulties experienced have been resolved quickly. Their customer service is excellent. One minor criticism, is that they do need to check authenticity, but using Virgin home phone when calling I would have thought that was enough for an enquiry, but have to go through checks re password etc - perhaps that is a fact of this modern technology.
- Location
-
- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2014-04-27
- Comments
-
Don't let anything go wrong with your broadband or bill as their customer service is appalling. When I opened my account I was given the wrong information by the operator and this has resulted in me being out of pocket of £50. When I called for help, none was given and on top of that they could not have been more patronising. If I knew how incompetent their staff was I would have chosen a different internet operator.
- Location
-
- Location
- West Bromwich
- Reviewing
- Virgin Media
- Date
- 2014-08-06
- Comments
-
So far been with Virgin Media for 24 months for the first 18 months I had TV (Tivo and V+) Broadband and Phone had been perfect. after my contract finished I cannceld the TV pavkage and upgrade my broadband from 100MB to 152MB now it my first time with VM and got to say the best ever. Even helped me but canceling a 3 months bill due to been laid off. THANKS VIRGIN MEDIA AND THANKS RICHARD BRANDSON NEVER BSKYB AGAIN
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-11-25
- Comments
-
1 year with Virgin Media so far so good. Our Virgin Media Super Hub is excellent, most of the time we are getting about 50Mbps download, 3Mbps upload and about 20ms ping on a Wi-Fi which is great. The internet is pretty stable. Not the cheapest but you get what you pay for. Can't believe they have so many bad reviews!
Very satisfied with Virgin Media Broadband. Excellent customer service! Great Internet Speed! Reliable!
Highly recommended! 10/10
- Location
-
- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2018-07-31
- Comments
-
Hub slow, Service Poor, Undocumented and Voip Unavailable
I purchased a Virgin Media Broadband package in January 2018. If I used the Hub (WiFi) I got 3Mb download speed. If I selected the router option I got 50Mb download but no WiFi. The support was poor and when I escalated the problem, the operator never rang back.
I then tried to move my voip line from one supplier to Virgin Media, it didn't work and there is no information in the documentation to say you can't.
I asked Virgin Media to close my account immediately, which they did, and I informed them I was not paying an early termination charge which they accepted.
- Location
-
- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2019-02-09
- Comments
-
in January 2018 i made a request to turn off all services and leave Virgin to go with sky. today, i contacted them to return and they informed me that my account was still live, for 13 months they have been taking payment for a phone line. they informed me that sky should have contacted them and they failed to do so. so i have been stung for £150 for a service i have nt received. in this time no one from Virgin contacted me inform me the line had remained connected and have taken my money. i googled this and note that i am not alone with this issue.
- Location
-
- Location
- South Yorkshire
- Reviewing
- Virgin Media
- Date
- 2017-09-04
- Comments
-
Installed on 29/8/2017 very happy with all the services 300 mb broadband in the VIP package, no problems great speed and all communication has been fine
- Location
-
- Location
- Stoke-On-Trent
- Reviewing
- Virgin Media
- Date
- 2017-12-24
- Comments
-
I just want to give out a massive thank you to the whole of the virgin media team who helped us with our switch. We moved house on 25th of November and moved with talktalk as we were still in contract. From day one we had no internet. After frustrating chats online and numerous phone calls out we finally got an engineer to come out who spent 2 hours at our house to tell us that there is nothing wrong with the line it's defiantly on talktalk side (we previously had 2 engineers cancel on us when we stayed at home). Again after numerous phone calls they just kept saying you will be updated in 72 hours so I decided to bite the bullet and cancel altogether and went with BT as a new customer as it had some good opening offers. Our live date should of been on the 20th of December but guess what? Orange light and when I phoned BT they said would have send an engineer out even though the last time they said it's all talk talk side. I had enough at this point big time right before Christmas! I decided to call virgin and not only did I realise we could get it at our new property the customer service was fantastic! They talked me through everything and managed to get an engineer come out to set it all up for us 2 days later! Not the standard 10 days you normally have to wait! The engineer come out and was here for 2 hours and told us there was some bad news.. the line is to worn and he can't find a signal so he won't be able to do the job (at this point I couldn't believe our luck) he said he would phone his manager and we would go from there.. 30 mins later get a knock at the door two lads are here apologising and put in a brand new line for us and then the engineer come back out and see it all up for us! I couldn't believe our luck I was so thankful and grateful to virgin and the lads for getting this sorted in 2 days outstanding work!
Simon
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-08-24
- Comments
-
This is review for the Technician who came out and fixed my broadband.
Thankyou Colin56690
He was friendly, knowledgeable, and went the extra mile at the end of a long shift to fix all the problems.
Virgin Media should follow his example.
- Location
-
- Location
- Bexley
- Reviewing
- Virgin Media
- Date
- 2021-08-24
- Comments
-
Absolutely astonished when I call to report an intermittent broadband fault all they want to do is try to sell me a more expensive router and mobile SIM card package… Customer services totally ****!!!
- Location
-
- Location
- Bedworth
- Reviewing
- Virgin Media
- Date
- 2017-09-30
- Comments
-
Have constantly high download speeds with this provider and very little outage time. Customer services are excellent.
- Location
-
- Location
- Huddersfield
- Reviewing
- Virgin Media
- Date
- 2017-12-24
- Comments
-
I'm actually gonna give credit to Virgin media. We had a problem with our internet while we were trying to watch a movie. During Christmas. We went to the online repair tool and guess what? 10 minutes and the problem was fixed. I felt compelled to leave a positive review because people usually only leave reviews when they are pissed off.
- Location
-
- Location
- gloucester
- Reviewing
- Virgin Media
- Date
- 2012-05-01
- Comments
-
I pay for 'up to 60mb broadband, it has never dropped
(on test) below 59.74mb and as high as 63.2! 5 stars for this service.
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2019-11-01
- Comments
-
People come online to leave negative reviews but I'm here to say that I've been with virgin for about a year now. Super fast WiFi and good customer service. Good value for the money. Highly recommended
- Location
-
- Location
- Croydon
- Reviewing
- Virgin Media
- Date
- 2015-10-13
- Comments
-
I've managed to plan to install Virgin 2 weeks before I moved in.
Technician came in and installed internet in 30 min on the date I wanted. There was an issue with telephone, well still is but I don't use it much so I don't bother. Internet works like a charm, 54mbs/3mbps/8ping. Never had any problem with it. Router is really good, when I had others from other companies I had to reboot them all the time, this one works since 3 months with really good speed and doesn't need any rebooting, maybe they reboot them at night? Never noticed that but I am very happy with customer service, and offer I got and I can recommend this internet to anyone.
- Location
-
- Location
- Stoke on Trent
- Reviewing
- Virgin Media
- Date
- 2016-07-03
- Comments
-
Over all had virgin install on the the 25th June, install went smoothly. Tech introduce himself, explain to tech were I want services installing and cables Ran.
Tech ok this wasn't a problem,
Tech did have problem with the multi room box, but he soon resolve this with a new box.
Services on whole, good tv takes a bit getting use to after switching from Sky, board band 100 percent better than Sky fibre.
- Location
-
- Location
- Kempston Bedford
- Reviewing
- Virgin Media
- Date
- 2023-03-03
- Comments
-
I wanted to thank the lovely engineer who installed my broadband yesterday 2nd March .
He was very professional, he installed my broadband professionally and provided me with all the information I needed, he also informed me of other virgin products I was not aware of. Please pass on my thanks as I did not receive a review email to give him all the stars . Keep up the good work
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2021-07-26
- Comments
-
Pay for 100Mb/s, get 110Mb/s on speedtest.net.
Very reliable - on average down no more than 1-2 / 365 days of the year.
Got a great deal when called up customer service.
- Location
-
- Location
- Woodthorpe
- Reviewing
- Virgin Media
- Date
- 2022-12-03
- Comments
-
Great service from your engineer.He had to find a box outside, run a cable to our flat and drill neatly through the wall.Every thing was done with a smile and he left with All working.Welldone.
- Location
-
- Location
- Wirral
- Reviewing
- Virgin Media
- Date
- 2015-03-07
- Comments
-
I have been with Virgin for over 7 years having been with Talk Talk and BT. Talk Talk were very good and having bad experience with BT changed to Virgin because the speeds and prices were better overall.
Over the years Virgin have never failed to impress me. The current package I have is TV XL Phone Medium and Broadband XXL. The speeds of the fibre optic broadband are brilliant. No bottlenecks. The TV works and the phone line is fine. This however only tells half the story.
Virgin's customer service is fantastic. They have rewarded loyalty with making sure that my package is always cheaper than for new customers. And they allow me to review it every year to make sure I am still getting the best deal. As an example my broadband speeds used to be 60mb and speed tests showed I was getting 56mb. When I asked about further upgrades they told me that I could be upgraded to 152mb and still have my loyalty deal. In addition they reduced the price further.
Good customer service can also be measured in response to when things do go wrong. Once again, their call centres, whether abroad or here (can't tell the difference anymore) are on the ball. My issues, whether TV or Broadband have
always been resolved in one phone call.
But here is to me the clincher.....I'm terrible at paying my bill on time. Combination of silly pay days and agency working means it's not always at the same time. It takes about 3 weeks for Virgin to suspend the service if you've missed a payment. On one occasion it was suspended so I got on the phone and explained the dilemma I had regarding my wages. The operator agreed to give me my broadband service and TV service back but with reduced speed and services until I made the payment, 3 days. And true to their word, it was back up to full speed and services afterwards. With Virgin, it's like having a mate. Reliable, trustworthy and ready to extend you a helping hand when needed.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2009-10-30
- Comments
-
I get a max of 49.7Mb out of a 50Mb connection. Customer service has also improved significantly since the old NTL days
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-01-13
- Comments
-
I've just had Virgin package installed (phone, TV, internet)and the service was brilliant! My flat is somewhat complicated and the engineer took about 4 hours to install everything. Brilliant, helpful, patient man! The wiring is impeccable, the speed is fabulous. I've been with BT for decades before finally switching due to appalling broadband speed, quite frankly no idea why I stayed with BT!
To illustrate - previous broadband speed barely 13mbs/0.3mbs while Virging gives me approx 109mbs download and 5/6mbs upload speed. Vast difference.
- Location
-
- Location
- 16 Greenleigh avenue,BR52PR
- Reviewing
- Virgin Media
- Date
- 2018-01-13
- Comments
-
On wendsday the engineer came to fix my broadband,we moved and nothing was working.I want to mention that Chris made a great job,he did spend some time but in the end he fixed the problem. I was very happy,he done his best,I do recommend it,a great engineer.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2014-04-08
- Comments
-
we get 160 mb download and 12 upload, for 400£ a year. we used the vcloud code when ordering. no phone tv or that rubbish.
install on time and professional.
thing is with most broadband, its just luck of draw. it might be brilliant, it might be awful. so many factors influence this beyond the name of the company who you choose.
so far is better than we dreamed but it could change, so fingers crossed it stays good
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2013-09-17
- Comments
-
We ended up going with Virgin by default. You see, our house didn't have a BT line and again and again we battled to get law-unto-themselves Openreach to install one. We were happy customers of BT infinity in our previous home, even though speeds were never even half of the '76mb' claimed - at least it was faster than ASDL2 and very solid, never going down once.
We were nervous of Virgin as over the years friends have had various issues with them. But BT just couldn't deliver so out of desperation we went with them.
It's only been installed a short while so can't comment on longer term reliability the speeds are blazing, with over 100MB frequently achieved, so for us a huge upgrade on BT Infinity. And unlike BT Openreach, actually turned up and installed their line.
- Location
-
- Location
- Ashton Under Lyne
- Reviewing
- Virgin Media
- Date
- 2015-12-12
- Comments
-
Excellent service provider, excellent customer service.
Have been with Virgin since they were NTL and they always resolve a problem ASAP - (Very few and far Between)
- Location
-
- Location
- birmingham
- Reviewing
- Virgin Media
- Date
- 2014-11-26
- Comments
-
I have been a customer of virgin media for 14 years. and reading some of the reviews were shocking I have been really pleased with there service. broadband speed fantastic satisfaction all round. any problems sorted within the same day.all my family are with virgin media and we would not change to anyone else.
- Location
-
- Location
- Falkirk area
- Reviewing
- Virgin Media
- Date
- 2010-09-06
- Comments
-
Best provider i have been with. Problems although i have had few if there are any are dealt with promptly. Customer service is great always very polite. Broadband speed very fast normally and usually get speeds just under 20 mb which is what i pay for.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-02-13
- Comments
-
THANK YOU! I got a discount on my account and a speed upgrade for being loyal. I want to personally thank Jessica from the Retentions department for being an absolute SUPERSTAR! VIRGIN MEDIA ROCKS!!! The service has always been great but the customer service always had problems. This proves to me that management does care and has been trying to improve. I will stick to your service for years to come and as well continue to recommend you to all my friends and family as the best ISP in the UK.
- Location
-
- Location
- Sunderland
- Reviewing
- Virgin Media
- Date
- 2021-09-30
- Comments
-
I am actually writing a review on customer service more than anything. I have just moved from Devon to Sunderland. The provider I had in Devon was not too good so I decided to go with Virgin Media as the previous owners had been with Virgin and it seemed the easiest option. My router arrived exactly when it was meant to but I could not find where the router was meant to be connected. I was sooo frustrated. I went online, was asked when I wanted an appointment for an engineer to visit. I requested same day. Two fantastic engineers arrived, Adam and Dave and fixed the problem. There wasn’t actually a problem it was me being blonde but the service was brilliant. Thanks VM.
- Location
-
- Location
- 22
- Reviewing
- Virgin Media
- Date
- 2019-01-04
- Comments
-
None technical issues but customer service is very poor. When I decide to leave virgin media after my contract finished I did it but next day I received phone call from Virgin customer team with “great deal”. They promised me contract for one price per month but after two months price increased without any reason. That is unfair and now if I want to cancel my contract I have to pay cancellation fee. Very disappointed...
- Location
-
- Location
- Holloway
- Reviewing
- Virgin Media
- Date
- 2016-12-21
- Comments
-
So my Virgin services have been down since the 10th, I've had 2 technicians come out and tell me the exact same thing; One of them even left the bear, live wires hanging out the wall. When I phoned them, they said the earliest they can get my services back up and running is (in their words) 'sometime in February.
Horrible service provider. looking for a different provider.
- Location
-
- Location
- Tadworth
- Reviewing
- Virgin Media
- Date
- 2021-09-23
- Comments
-
After last price rise from £27 to £52 then to £62, I decided to cancel the service and go with someone cheaper. Talk Talk offered me service for £23 per month. I cancelled Virgin contract and moved to Talk Talk. To my horror, their promised Fibre internet is a phone line! when I enquired following many calls, I was informed that the Fibre cable is only to the cabinet and connection is via land line! I tried to upgrade to full fibre 500 for £30 but after calling and waiting for hours....their customer service is appalling, they either redirect me to another operator that asks for all details again or hangs up. I came back to Virgin Media, within few minutes, everything was set up, new channels added free of charge, 2 new boxes order to replace old one and arranged for an engenderer to fix my land line. What an amazing service!
- 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.