4,684 Customer Reviews over 118 pages
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- Location
- South Kensington
- Reviewing
- Virgin Media
- Date
- 2022-11-05
- Comments
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WIFI is usually fast and up to expected speed stated in the package. We used the 200 MB student plan. Occasional service outage especially during heat waves in summer, unfortunately due to the old infrastructure in our area.
Satisfactory customer service. Waiting time is usually around 40 minutes, better than most other companies (for example the energy companies, try not to be a customer of SSE btw). Installation was quick and on time. We were able to cancel the service on the Whatsapp Customer Service, which took about an hour of discrete chat with one of their moving team members. But the response was concise and helpful. Personally I find this reasonable given the huge demand.
It took 3 months for them to send us the self-return package though, although that has not incur any extra charges.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2015-06-16
- Comments
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I am based in Guildford, Surrey and have been with Virgin Media for more than 8 years. Was happy with them for first 4 years, now increasingly dissatisfied with increasingly frequently downtimes, price hikes, with limited performance increases (despite promises after promises of 50MB speed upgrades).
I have not switched, but am on the verge of finding viable alternatives.
- Location
-
- Location
- St Albarns
- Reviewing
- Virgin Media
- Date
- 2016-10-13
- Comments
-
Slow speed, getting 8mbps. Very poor customer service. I would never recommend Virgin Media to anyone.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-10-22
- Comments
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Worst internet 've ever had. Its extremely extremely unstable. The speed is only good if you test a connection between your router and their server, otherwise its horrible. I strongly recommend to go for another broadband company as this always works badly.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2017-03-20
- Comments
-
Worst company ever!!!!!!!!! Do not chose virgin media as they would just take your money and give you 0 service.
- Location
-
- Location
- Wembley
- Reviewing
- Virgin Media
- Date
- 2019-11-02
- Comments
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I have used VM for some time now. The only reason I am using them is because of their somewhat better connectivity or speed than others. They have an awful lot of failures, for example, their billing system is confusing, I am told that they do it purposely to bill the customers extra by generating different bills and bargaining on them with the customers. It is ridiculous that they increase their price in between the contract period even though during the signing of the contract they promise they would not, some customers service staff have no idea what they are talking about if you have any inquiries and for the same inquiry, you get different responses from the customer service and you feel you are scammed. Whenever I use other services, I never have this issue and the bills are transparent and straightforward and if there is any mistake they refund the money without you even asking. It is no wonder that their review is so bad. It is high time they improve if they want to provide quality service.
- Location
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- Location
- Bracknell
- Reviewing
- Virgin Media
- Date
- 2022-09-26
- Comments
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Had virgin broadband installed 21.09.2022. Realized that it's to slow for our needs. Keeps dropping out and slow if more than 4 people are streaming EG NETFLIX ect. Called the customer services today 26.09.2022 explained that we are a new customer and purchased the incorrect package and wanted to upgrade to the next package up M350. Looked online what the next package would be asked if we can be switched over as we have less 5 days into this contract bear in mind the 14-day cooling off period. They came back with double the price what they have advertised on their website and the reasoning is we are not new customers. Please explain the logic how are we not? Not even a week as customer. Took me over 3 hours on the phone to get through to the non-customer services agent that's what they should be called, and they could not careless that I am a new customer. No attempt to resolve my issue or understand service needed.
Spoke to two different agents who gave me two different prices for the same package.
If I could give them a zero-star review, I would. Think very carefully before signing up wish I had seen the reviews here before signing up.
- Location
-
- Location
- Havant
- Reviewing
- Virgin Media
- Date
- 2019-02-06
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-07-17
- Comments
-
Crap completely crap all of it they disconnect my services everyweek for something as daft as 1 pound I have asked you leave and are saying my services have to b connected to cancel
- Location
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- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2015-02-06
- Comments
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I moved from sky to VM due to house move
Broadband- 100Mb fribreoptic- BUT actual speed was <0.5Mb. every 1-2min has to refresh and stare at the screen for further 2min to obtain connection. My mobile internet via crappiest EE even faster. I went closer to the router (2-3 feet) absolutely no difference. switched on and off everything not a jot of a difference. No other wireless equipment in the house as I have just moved in and have no other equipment in the house other than a sofa!!!!
TV- has anyone noted how frequent the adverts appear in Virgin TV. this is absurd. i was with Sky for 7 years and for the first time moved to Virgin and can immediately notice the change
Telephone- no real concerns
over all- customer services- I was within 14days. When tried to cancel, customer services were dishonest. kept me on the phone till 8:10pm and mentioned that cancellation team has now closed. Next day morning when i called they were RUDE trying to convince me why i should not. Infact i was told 'you are not giving us a chance to correct it'. YES i was not giving them a chance so that I go over the 14 day cancellation period.
AVOID AVOID AVOID worst ever broad band. Perhaps BBC watchdog should investigate where the 100Mb speed comes from.
I don't know who is better. I had talk talk in my other house.....they are bad but not worse
- Location
-
- Location
- Romford
- Reviewing
- Virgin Media
- Date
- 2018-08-22
- Comments
-
Terrible service, absent costuomer service. when you call them plan to be on the phone for hours being passed on from one person to another; when you book a technician be prepared to take time off work numerous times and no one will turn up or notify you that they will not turn up. If you ask them to lay cables outside be prepared to not be asked where it will go as it will be laid where they like to lay thm hanging on thin wires, unsafe especially for children and elderly perfect for trip hazards, nailed to your house, and a massive roll of cable. Of course for this they turn up with no warning... So we have been for years with no working phone line, for weeks without internet, then we are told that we cannot disconnect unless we give 30 days notice, but just to find out that we already are disconnected on the same phone call. NO I would not recomend having to deal with Vigin media
- Location
-
- Location
- GREATER MANCHESTER
- Reviewing
- Virgin Media
- Date
- 2017-06-29
- Comments
-
I pay for 100mb but lucky to get 10 mb
- Location
-
- Location
- WINCHESTER
- Reviewing
- Virgin Media
- Date
- 2021-06-30
- Comments
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Major issues with email no resolved for the time being by the community rather than VM. Customer service/help is appalling with 5 phone calls cut off after 10 minutes with no understanding of the issues let alone a fix. Unfortunately I cannot get aerial TV so I am stock with these cowboys.
- Location
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- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2015-11-16
- Comments
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I am paying £35/month ATM they have already put the price up once and now they want to do it again. I would not ever recommend virgin media to anyone, and looking at other's comment. I am gonna cancel my plan. Is expensive and I didn't get the speed I paid for. Read the fine print and you will see your service depend on where you live, so with the same amount of money you could go and sign up with other company. I HAVE LOST ALL FAITH IN VIRGIN MEDIA.
- Location
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- Location
- St Helens
- Reviewing
- Virgin Media
- Date
- 2015-04-01
- Comments
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I dumped VM about 18 months ago, with reliabilty issues , many call centre calls to with Mr Ranjit Patel on the Asain sub continent somewhere keeping me hours on end regularly fixing connection issues , finally they said they were coming for their equipment and didn't... after months asked them after the umpth time why ? said it was faulty out of date and dispose of it myself ...I was delighted at cubing the V box with a 10 lb sledge hammer..+ router as well ...
( smaller cube ) they still owe me
£15 from my last bill which you guessed I never received for your best human sanity .. AVOID.
- Location
-
- Location
- UB5
- Reviewing
- Virgin Media
- Date
- 2021-04-06
- Comments
-
DON'T MAKE MY MISTAKE AND RENEW YOUR CONTRACT WITH VIRGIN
Probably the worst Internet service provider specially after renewing the contract, and the worst customer service.
- Location
-
- Location
- Bolton
- Reviewing
- Virgin Media
- Date
- 2017-03-03
- Location
-
- Location
- Worcester
- Reviewing
- Virgin Media
- Date
- 2010-12-18
- Comments
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After Virgin gave me all their waffle about being the fastest broadband. decided to switch to them at that time was getting 1.5meg speed from Talktalk this was free broadband service. Now pay over £14 a month to virgin to get a speed of just .75 meg dont get coaugth out by Virgin who tie you into a contract and dot deliver the speeds they said they would.
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2009-08-04
- Comments
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Am pleased with Virgin's fibre optic broad band service with speed usually up to 19 mbs on up to 20mbs service level
- Location
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- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2020-06-16
- Comments
-
Customer service is just THE WORST EVER - you can literally waste your life on the phone or on chat and get nowhere - even when you put in complaints or (as I have done) two complaints letters recorded delivery - and cancel your contract - they still don't contact you - even when you contact the customer retention team (after 3 hours via chat) they just cut you off - just surreal levels of BAD
- Location
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- Location
- Warwickshire
- Reviewing
- Virgin Media
- Date
- 2017-08-04
- Comments
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Crap each month the bill should be £34 pound so we get a bill one month £64 then next month £94 pound we only have a land line and intErnest we pay every month it's unbelievable never will I go with this company again when contract is up
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2014-11-15
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-01-29
- Comments
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Virgin are useless, I have had issues ranging from poor network speed, being unable to use broadband at all for days on end, being lied to by customer services (if I was lucky enough to get through). All in all a terrible experience, avoid at all costs,
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-01-30
- Location
-
- Location
- Winchester
- Reviewing
- Virgin Media
- Date
- 2020-09-02
- Comments
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Took 6 weeks to install. Originally was given a date after 4 weeks but then the day before get a text saying its been moved forward 2 weeks without an explanation. Now i have nowhere to work and do my online exams.
- Location
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- Location
- Halifax
- Reviewing
- Virgin Media
- Date
- 2015-02-11
- Comments
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Brilliant customer service, A1 ultra high speed broadband. My issue though is the cost, £49.50 when I have Sky TV who will give me 30mb FOC for 12 months... bye bye Virgin!
- Location
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- Location
- Frome
- Reviewing
- Virgin Media
- Date
- 2019-02-13
- Comments
-
Just AWFUL!! Do not get this - it is agonisingly slow. We will be going back to our old provider on bended knees begging to be taken back!! VIRGIN MEDIA JUST DOESN'T WORK!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2024-02-19
- Comments
-
ABSOLUTELY AWFUL. broadband speeds are a lie, they are no where near what they promise and the customer service is so awful it boarders on criminal. DO NOT USE VIRGIN BROADBAND
- Location
-
- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2020-12-25
- Comments
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A summary of the issues I’ve had with Virgin Media.
I am leaving this review to warn people of the issues I have had, but also in the hope that someone from Virgin will give me some actual explanation for why these issues are happening and when they might be fixed. I still hope to one day get the fast, reliable connection for which I am paying.
- Extremely unreliable connection. During certain periods, my internet will simply temporarily stop working briefly and then reconnect again. This can go on for anything between a day and a week. The issue has been occurring irregularly for over 2 years and Virgin have offered absolutely no reason as to why, despite asking on numerous occasions. I am told there are “intermittent connection issues in your area” with no further info.
- When searching for faults in my area, the website always shows no faults. However, when phoning (after countless messages urging me to use the website instead), a message does admit there’s a fault... with no ETA on resolution or explanation of what is happening.
- When paying a bill online, sometimes after entering card details etc, the form will tell me that “something went wrong, please try again later”. On trying again, the same message will appear. On checking my bank statement, I find that I have been charged for BOTH of these supposedly failed transactions, each for over £100.
- When trying to get a refund for the above, clearly a result of Virgin’s defective website, we are told no, “Virgin Media does not give refunds” using the online chat customer service function. When phoning the next day, a very helpful employee said that yes, I can absolutely have a refund. Why the inconsistency? If I had accepted the first answer, I would be down over £100 because of Virgin’s incompetence or downright dishonesty.
- 10 days later, the bill is still showing as unpaid.
- You simply can’t log in to the website on certain browsers. On chime, the sign in form just doesn’t work. The sign in button does nothing.
- The website forces stupidly restrictive password rules, with a maximum length and limit on certain special characters, which actually WEAKEN passwords as well as make my usual variable password convention unusable.
- Working from home during the pandemic has often been impossible thanks to connection unreliability.
- I live-stream and Virgin is the only high-speed connection in my area, but during common random periods of unreliability, the very expensive internet package I have selected is absolutely useless and a total waste of a very significant bill relative to my income.
- It is now Christmas and instead of meeting friends and family I have decided to live-stream with friends in order to adhere to COVID quarantine rules. Of course, now is one of the all too common days of non functional internet.
- I don’t really ever ask/expect/fish for refunds, but considering the atrocious product and service I am paying for, it is disappointing that Virgin have never once offered any compensation for any of the faults I have experienced.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2016-10-15
- Comments
-
i was going to cancel my service when i moved house but virgin bombarded me with emails offering cheaper packages. i took one in the end but have been charged £158 for my first bill, this includes a £10 late payment charge (on my first bill) and a charge for changing address that no one told me would happen. its a massive rip off. go to sky and agree a cheap package with them.
- Location
-
- Location
- Kensington
- Reviewing
- Virgin Media
- Date
- 2022-10-16
- Comments
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Terrible experience. Since August I have had an unreliable connection, I work from home and have had to use my phone as a hot spot and pay for extra data. Virgin refuse to refund or discount because there is a connection sometimes.
Customer service lied to me and said they would not charge.
When there is a connection I now get 0.01mb up and down and it sometimes stays up for a few minutes. I used to get 100mb. Since August I have had high packet loss. Unusable.
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2014-09-17
- Comments
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I would advise anyone looking to go with virgin media for any service to not waste their money. They are money grabbing and horrendously unfair, leading people into contracts they are not fully aware of and taking more and more money they are not entitled to.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-07-28
- Comments
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PLEASE DO NOT TAKE OUT A CONTRACT WITH VIRGIN MEDIA. Just take a look at there Facebook page for various reasons by many people as to why they are so awful. The worst customer service experince ever. If you have a complaint you will not be listened too. I will NEVER take out a contract with Virgin Media again on this basis. They are untrained and nobody knows any of the correct information. I'd explain the whole scenario but I don't want to bore you all, just visit there Facebook page and look at there visitor posts (half of which receive rude replied) as a clear indication to not go with virgin media. Pay extra for sky or another intenet company or mobile company, whatever it is, DO NOT GO WITH THEM.
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2019-08-02
- Comments
-
ABSOLUTE CON!!! Do not choose virgin media for your broadband! Over the past year we have had on 2 occasions a technician come out to “fix” the service and both times we have been left with a worse connection and service. To start with the price is constantly rising as if it wasn’t extortionally expensive already. They say the price is rising so they can give you a “better quality” of service which is a total lie! They just con you out of paying more and more money. You do not get the type of service you pay for. When it actually works the WiFi is reasonably fast, but half the time it does not have an internet connection. It is totally unreliable. When there is more than 3 devices using the WiFi it becomes incredibly slow even though we are paying to be able to use 5+ devices at high speed. Considering we don’t live in a mansion you would’ve thought the connection would be able to reach every room in the house, no. The WiFi connection Is only available in the living room the router is in, the room directly above it, and the kitchen directly next to it. This leaves 3 rooms without a connection. Since we pay in excess of £60 you would of thought it would be able to reach every room in the house which are not far from the router at all. On top of this the online and telephone customer service is SHOCKING! Not a single person I spoke to seemed to actually want to help out with your problem, they basically told us if we didn’t like what we got, bugger off somewhere else!! Oh by the way, this was after calling multiple times and every time being put on hold for almost 40 minutes! If you have to wait that long to be able to speak to someone who “deals with technical problems” or who “deals with cancelling accounts” there is clearly A LOT of unhappy high paying customers. Also, when you finally get through to speak to someone, it is very difficult to understand them as none of them seem to be able to speak proper English and you spend most your time repeating yourself or getting them to repeat themselves. There is no long term customer loyalty. Before we started having these problems in the past year, we have been with virgin media for probably 10 years and we have received no rewards, discounts or upgrades on deals whatsoever. The price just keeps on rising! When we very first joined we must’ve of been paying around £30 for amazing service, and now it’s done a complete 360. We pay over double the amount for the worst possible service you could ask for. after trying to get a hold of service teams for 4 days, we have finally been able to happily CANCEL our account with them and joined with EE broadband who have offered us a super fast WiFi deal at nearly half the price. EE by the way have brilliant and fast customer service with polite and clear English speaking team. They also said they barely ever raise prices once you’ve chose your plan. Get yourselves on the phone to EE ladies and gents and cancel that virgin media bulls**t!!
- Location
-
- Location
- Bridgend
- Reviewing
- Virgin Media
- Date
- 2019-03-05
- Comments
-
As much as the speed is good the customer service is horrendous! We were told we would get a refund on numerous occasions from 2 different people then when you chase it up they say otherwise. I wouldn't recommend them, they don't want you to stay with them and they lie about other providers. Not impressed at all. Not wasting my time with these people anymore
- Location
-
- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2018-03-08
- Comments
-
This multinational company rips customers off for products that do not even the minimum. I do not live in a bad area with bad reception etc either so that is not the case. I seriously advise against anyone getting both the Television box and the Wifi
- Location
-
- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2015-05-17
- Comments
-
WORST BROADBAND AND CUSTOMER SERVICE EVER. WE HAD NO INTERNET FOR 7 DAYS!!! 7 DAYS!!! The stupid customer services cannot fill in forms correctly and do not advise correctly and because of this my whole family have had to suffer. My dad deals with FOREX so every hour is crucial. He has lost thousands of pounds because of the lack of internet.
- Location
-
- Location
- Merseyside
- Reviewing
- Virgin Media
- Date
- 2015-01-28
- Comments
-
Just left Virgin Media as their charges went up dramatically and they wouldn't entertain and deal! However, for last 18 months or so have had no real problems with broadband speed or reliability (just a couple of outages affecting my postcode). If they had held the price I would have stayed with them - but it was too big a hike. Customer service contacts have been fine - no real complaints except sometimes quite a wait.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-08-19
- Comments
-
I've had an incredibly bad start with Virgin. I called weeks in advance to set up the wifi in my new place to avoid being here working from home without wifi. I received a weirdly garbled text from Virgin late on a Saturday night that my Monday installation was being moved back nearly three additional weeks later. I got repeat messages -- one a day after the original installation date and then the same message two days after -- telling me that the external work had been completed. However, when I called to try to move my installation date earlier, they could only move it 1.5 days earlier. The customer service agent sounded like a robot just repeating, "I'm sorry but we have no availabilities sooner" even when that wasn't a response to what I was actually saying (I heard them the first time). It feels very clear to me that they don't care that it takes them SIX weeks to set up wifi, which is an utterly absurd amount of time. If there are not enough availabilities for engineers to set up wifi for customers within six weeks, they clearly need to hire more engineers because right now they are providing apalling customer service.
- Location
-
- Location
- N/a
- Reviewing
- Virgin Media
- Date
- 2017-11-21
- Comments
-
Dont waste your time, go to sky.
Virgin are more expensive for horrendous service.
When you do have problems, good luck trying to reach someone. You will be directed to an automatic service that cannot help you in anyway. Never will i use this company again. Ripoff!
- 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.