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
    3.2 stars
  • Customer Service
    3 stars
  • Speed
    3.2 stars
  • Reliability
    3.1 stars

Based on 9072 customer ratings since 2018-12-16 (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.

3255 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
Very very arrogant and non cooperative customer service. They want more and more customers but there is nothing to offer to retain the loyal customers. The person on phone would conveniently lead you to cancellation team. This exactly happened with me that the lady on phone suggested me to leave the company and said there is nothing that she can do. Upon my consistent reminders that there is an offer on your website but she kept on yelling that its for new customers so if are an old customer, GO TO HELL...and Leave Virginmedia. Most importantly the people on customer service lines are not for help and if there is any company with a reliable broadband, I would be more than happy to leave Virginmedia for. This is such a disrespectful attitude towards old loyal customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
The worst broadband I have ever signed up for in my whole time of having WiFi.. you pay over a hundred pound for the tv to buffer we don’t even use the land lines because we have our own mobiles... the WiFi is a load of ******** every 5 minutes when I go on if it crashes when I go play on a console or something as my game needs online it did connects every single game... £70 game and can’t even ******* play it... defiantly ending this ball **** contract in November... BT FIBRE OPTIC PEOPLE !!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
Terrible, terrible support - minimum 1hr on the phone to get anything done.

Reliability of service pretty poor too. Due to crap design, if someone doesn't terminate their cable properly in the street, half the other houses get knocked out.

Speed is good when it works. They are cheap for a reason.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
Cambridge Virgin Media  
Awful. 5 weeks, two installations cancelled the day before they were due to happen, terrible customer service, and a 'free' dongle that it turned out I'd need to pay for AND take another contract out for (which would have meant a second credit check). I've cancelled. Terrible.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norwich Virgin Media  
I have been with virgin for over 10 years. Their service has become bad to worse and their call centre staff both uk and abroad are appalling. They have no loyalty for existing customers and you never get the speed you pay for.

I have been getting issues on my broadband and kept calling the technical line who keep telling me everything is ok and reset from their end. This has been going on for over a year. I have been on a role on contract and asked for a better deal, they just turned round and said they can’t offer me anything?

That was the last straw I shopped around and found a better deal with talk talk. Phoned up to disconnect the rep from abroad didn’t want to hear why I was leaving and passed me over to disconnection team in the uk and she wasn’t interested about the reason either and did not even attempt to ask me to stay. Which in my view is disgusting customer service considering I have been loyal to them.

I am happy and relieved to be leaving virgin media.

They are horrible company that don’t know how to look after their customers once they signed you up.

There are so many other companies which will provide a excellent customer service and be happy to take your business.

Avoid

I am a genuine customer and can verify my details if approached by virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East London Virgin Media  
just got 100mb line been with them 5 years I phoned them up needing a new box because the old one has started to breakdown the customer service passed me from pillar to post to get told i cant have a new box the customer service is appalling will be going elsewhere ASAP
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
nottingham Virgin Media  
When it's good it's good. When it goes down it's terrible, the customer service is useless, very hard to contact and when you get through they just pass you around and loads of B/S.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Kingswinford, Dudley Virgin Media  
The only good thing is the broadband when it works.

As all the other reviews show that you cannot trust virgin media. I previously cancelled & was told there was no special cancellation team. Then a week later this special team call to offer me a broadband & telephone monthly contract of £19 a month. 2 months later I noticed my bill hadn't dropped. When I asked customer services they tell me there is nothing on the system & they won't honour their agreement. How bad is that.

On to off that they then call me again to try to talk me into staying. This caller was rude and hung up on me. So good riddance to virgin media whom I stuck with for 9 wasted years
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Worthing Virgin Media  
Honestly the worst customer service I've ever experienced. They sign you up for things you don't ask for, mess up your bills, break your online account so you can't even log in to see whats going on (they somehow had me removed from their system telling me I didnt have a service with VirginMedia anymore despite taking money from me and providing internet). This is made worse by the fact that YOU SIMPLY CANT GET THROUGH TO ANY HUMAN ON THE PHONE. I've called on multiple days at all hours and consistenly get put on hold for over an hour before it hangs up on me. Avoid these charlatans at all cost.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Birmingham Virgin Media  
Appalling broadband, been intermittent for over 2 months. Hub has to be restarted daily. Customer service non-existent and a dishonest complaints department who never ring when callbacks are arranged then lie when challenged
AVOID AT ALL COSTS
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Virgin Media  
Appalling Company to deal with when things go wrong. Starts off OK but prices hike all the time with little or no warning. Tried to discuss this and get a better deal but only offer to increase speeds and charge more. This was declined as happy with theb50Mb I get. Low and behold since these conversations and complaints about their appealing foreign call centres speeds steadily dropping over a few months and now down to 4Mb in the evening. All this for £53 a month. Lost many paid for TV services due to this. I am sure it is nothing more than an illegal sales tact to get me to pay more for the next level of service. And if I complain I end up with some idiot abroad, and I don't mean Karl Pilkington, who can't understand anything I say or vice versa, spend hours on the phone getting nowhere. If you want a great deal with great speeds by all means join Virgin, but at the end of the year leave or be screwed. Totally immoral company with the poorest customer service centre I have ever come across. Leaving this month thankfully
  • Satisfaction
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Wantage uk Virgin Media  
Virgin media lie every time I call. I have arranged to cancel my membership due to rising costs each and every month. Once I cancelled I had nunberous calls to see if I would take a lowered monthly cost to stay which I told them first that I was cancelling full stop this has persisted to happen 5 times. I have been billed again of an excessive bill price I don’t understand how they can do this. Daylight robbery. When I spoke about cancelling I was advised I would definitely not be billed again and yet I have been. Not to mention the broadband signal is terrible so to be charged £60+ is ridiculous. I would never recommend this company to anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cleethorpes Virgin Media  
The worst customer service ever, lied to, finally they admitted their mistake, but the bill is still mine as I'm not a valued customer. Utter con artists.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Leeds Virgin Media  
Customer service is poor and does not make it easy to find the answers you need.
The broadband itself is really fast but it is badly held back by the network equipment. The router they provide is slow, short range and unreliable. I switched it to modem mode and used a different router, the WiFi jumped from 10mb/s to 70mb/s.
If you want to get the WiFi you paid for you will need to switch to a third party router.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Portsmouth Virgin Media  
Poor quality equipment, poor quality customer service, long waiting times for engineers to come and fix problems, overpriced. Stay away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Let's first go back 12 months, I was coming to the end of my contract, I had 3 weeks remaining before it ended
and was going to leave VIRGIN MEDIA unless I got a decent new contract offer.
My package had been around £68.00 a month and it consisted of 200mbs fibre, TV-sports-phone
it was a great deal at the time, but they had said to keep that deal for another 12 month would be £100.00,
so I declined the offer and asked them to terminate the contract at the end date.
SO HERE COMES THE "ACCIDENTAL DISCONNECTION" (FIRST TIME)

The next day, I went to log on to the internet only to find that it was not working, I spent a good 30 minutes testing everything,
on my side. All the green lights were on the router, checked my computer was working correctly, and of course the
"unplug everything, wait 10 seconds, then plug everything back in".....still Nothing, still no internet.
So I decide to ring VIRGIN MEDIA to see if there was a fault, and low and behold the landline was dead too.
At this point I began to realize that they had cut me off straight after the phone call, not when my contract ended.Which was agreed
in the phone conversation.

I eventually got though to VIRGIN MEDIA, and they confirmed they had cut off my services and claimed it was a mistake,
and put me through to the "disconnections" department, which is in real life the,DON'T LEAVE, WE WILL GIVE YOU DISCOUNT
TO SAY.. Department, after being brow-beaten I agreed to say, with the same package including everything I had before
but now it would cost me £75.00 a month not £68.00 a month.

Now, lets fast-forward 12 months, my contract is ending, I got charged last month £83.00 for the £75.00 a month contract
(no added costs by me for phone calls) so I contacted VIRGIN MEDIA complaints 3 times via email.. No response, then I phoned
to be told "one of your discounts ended||".which Is inappeasable as it was a contract for £75 for 12 months, per month.
At this point I informed them NOT to roll over the contract, as he would jump to £110 a month, the person on the phone from Virgin Media
apologies for the billing issue and said the contract would end on the end date as asked.(3 weeks from now)

NOW GUESS WHAT...THE SAME THING AGAIN, THEY HAVE CUT OFF MY SERVICES STRAIGHT AWAY.
DOING THIS INVOICE COULD BE A MISTAKE
DOING THIS TWICE IS A CLEAR TACTIC TO GET YOU TO RING UP & BE TALKED INTO RENEWING YOUR CONTRACT BY THE WELL TRAINED
"Disconnection TEAM|"
I have had nothing but good experience using Virgin Media products... Fiber-TV-phone, but this underhand tactic to disrupt
your contracted services, so they can attempt to stop you leaving has left me with no option but to leave.

So, as I said, I rang up VIRGIN MEDIA, was told "oh I don't know why your TV & INTERNET has been disconnected, we are so sorry"
then passed on to someone else that then went on to say that they would try to reconnect the services,,,but,,,, whilst you are on
the line .....at That point I know the sales patter was about to start, and stopped him in his tracks."I just want reconnecting until end of contract"
OK, your supply will be on within 72 hours//////////// 72 HOURS--- 3 DAYS TO GET RECONNECTED!!!!!!!!!!!!!

SO here are my issues
OVER CHARGED £83 NOT £75 FOR A Existing CONTRACT
3 EMAILS SENT VIA THE COMPLAINTS FORM ON THE WEBSITE, (NO RESPONSE)
EMAIL SENT TO VIRGIN MEDIA VIA THEIR 3RD PARTY COMPLAINTS SYSTEM (NO RESPONSE)
SUPPLY FOR TV AND INTERNET CUT OFF WITH NO WARNING (3 WEEKS BEFORE CONTRACT ENDS)
RANG UP TO SEE WHAT AND WHY THIS HAD HAPPENED (TOLD TO RING BACK AFTER 8AM)
RANG BACK AND TOLD IT WILL TAKE UP TO 72 HOURS TO RECONNECT....
& GIVEN NO REASON WHY BY WHO OR ADEQUATE REASON AS TO WHY DISCONNECTED OF MY SERVICES....

-------------------------------------------------------------------------------------------------------------------


NOT HAPPY WAITING 72 HOURS, SO RANG BACK....
Customer support operator name : MANVI
I ASKED
Q1...WHY WAS MY TV INTERNET DISCONNECTED? YOUR ANSWER IS...."SOME OTHER REASON,"
Q2...Who DISCONNECTED IT?... answer...."YOUR ABLY TO ANSWER THAT"
Q3...AM I GOING TO BE CHARGED FORE MY PACKAGE WHEN I AM NOT RECEIVING MY SERVICES?
ANSWER...
"ACCOUNT BEEN DISCONNECTED"

MANVI decided she did not want to bother attempting to help, she put me on hold and passed me to another Customer support member
this time it was
Emma
so I asked EMMA the same questions

Q1.WHY WAS MY TV INTERNET DISCONNECTED? I WILL HAVE A LOOK OVER YOUR INFO TO FIND OUT WHY...(PUT ON HOLD) THEN TOLD THAT IT HAD BEEN AUTHORIZED
TO BE DISCONNECTED BY A "Joshua" AFTER MY PHONE CALL REGARDING DISCONNECTION AT END OF CONTRACT.
Q2... Who DISCONNECTED IT? Joshua
Q3 WHAT'S HAPPENING ABOUT THE OVER CHARGE?...AM I GOING TO BE CHARGED For MY PACKAGE WHEN I AM NOT RECEIVING MY SERVICES? Joshua EMPLOYEE NUMBER
JOSH SAID.....Customer, WAS TOLD DISCONNECTION WOULD BE DONE , AND CLAIMS HE EXPLAINED RETURN OF VIRGIN MEDIA GOODS
.. WHICH WAS A TOTAL LIE
BEFORE ENDING THE PHONE CALL I ASKED FOR A
REQUESTED A DATA ACCESS REQUEST..FOR INFO HELD ON MYSELF IN Regards TO THIS SITUATION
WHICH IS MY Righto DO SO UNDER THE DATA PROTECTION ACT.
WHAT'S HAPPENING ABOUT THE OVER CHARGE?

SO, LETS LOOK AT THE DESCRIPTION THIS HAS CAUSED ME..
TIME WASTED TESTING MY Equipment TO SEE WHY MY TV AND INTERNET HAD STOPPED WORKING
TIME WASTED CONTACTING VIRGIN MEDIA
LIVE FOOTBALL (3 GAMES SUNDAY / 1 GAME MONDAY)SKY SPORTS & BTSPORT
ACCESS TO MY NETFLIX ACCOUNT(A SERVICE I PAY FOR)
ACCESS TO MY AMAZON PRIME VIDEO ACCOUNT(A SERVICE I PAY FOR)
UNABLE TO WATCH ANY TV Shows CHANNELS(A SERVICE I PAY FOR)
UNABLE TO WATCH MY RECORDED PROGRAMS(A SERVICE I PAY FOR)
UNABLE TO ACCESS PS4 GAMES AS THEY REQUIRE A INTERNET CONNECTION (RED DEAD 2)
AND AS I AM DISABLED, MY INTERNET IS NEEDS TO ORDER MY GROCERY, WHICH LUCKILY I DID ON FRIDAY, BEFORE VIRGIN MEDIA
CUT OFF MY INTERNET AND TV.

------------------------------------------------------------------------------------------------------------
Over my time with Virgin Media I have spent well over £1000 on your services, always held Virgin Media services as
one of, if not the best service provides. But after the no response to billing issues using your complaints form,
the cutting off of services and the lack of clarity or interest in resolving this issue/issues I am left with no option but to consider
this grounds for breach of contract, gross misconduct and flat out lies by Josephus makes the thought of using Virgin Media
a impossibility, as the stress involved is not something I need or want, and do not expect from a company that lives and dies on
Customer satisfaction.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
south yorkshire Virgin Media  
THIS COMPANY DOES NOT GIVE A FLYING **** ABOUT ANYTHING BUT REVENUE. YOU AS CUSTOMERS ARE JUST BANK ACCOUNTS TO FLEECE. THE JOKE CUSTOMER SERVICE IS NOTHING BUT A DISTRACTION FROM MONEY MAKING. BE WARNED THEY JUST DON'T CARE - IT'S ALL ABOUT THE (YOUR) MONEY....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
cwmbran Virgin Media  
No one cares!!!! I am on a rolling contract with virgin media so I phoned to see if I could get a better deal before I left, as every other broadband provider does, I was offered a 12 month contract for more money than my current rolling contract. I said forget it I will leave and the customer service rep actually sounded happy about this. Dont bother emailing the new German CEO, you will get no reply. I think they have earned there nickname VERMINMEDIA!!!!!!
  • Speed
    3 stars
  • Reliability
    3 stars
Liverpool Virgin Media  
AVOID!!!! NEVER USE VIRGIN MEDIA!!!

Rubbish Internet speeds, I rang up to get this fixed but nothing changed so I want to cancel. I have tried numerous times to get through to cancel, but I keep getting put on hold, hung up on or transfered to departments that don't deal with cancellations.

There's no way to email them to cancel it all has to be done on the phone and they make it impossible to get through.

Shocking company and the worst customer service I have ever encountered.

AVOID!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham Virgin Media  
Useless, ordered a month ago, Virgin requested we wait on the premises twice for 12 hours for an engineer that did not arrive ... will not allow us to cancel the order ... Disgusting company, don't bother.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool Virgin Media  
I am chocked by the service provided by Virgin broadband. Our internet has been having issues for over 3 months now; it stops working for 3-4 days then works again for 24 hours then stops again and so on. Now it's been more than 3 weeks since it hasnt worked at all. A technician came initially after finally reaching customer service (bear in mind that you will wait at least 30 minutes on the phone before reaching customer service, no exaggerations here) and then nothing, never came back. I've been trying to reach out to them since with no luck.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
London Virgin Media  
Ordered broadband and phone package. Arrived bang on time here ends the good news. Installation (paid for) shocking could have wrongly installed it myself. From day 1 router re-booting up to 8 or 9 times daily due to said installation. Called many many times and given the run around. After many calls and finally changing settings in the router i recieved a new router. Guess what problem persists. Finally an engineer came out did a few things to solve the issue and left saying a follow up visit from an engineer has been booked in for 4 days later. An hour later same issue. 4 days later no show from the engineer. Finall when another engineer dud arrive he located the issue and fixed it. I decided to lodge a complaint and was advised i'd get a call back within 7 days. Due to work i missed the call so phoned to ask how my complaint was progressing. Was told because i didn't get back to Virgin my complaint was closed!! I requested a call back after 2pm the next day from a manager able to deal with my complaint. Guess what yep no call back then or since. I rekon they are due me £25 for engineer no show. I'd like my money back for the non installation and a reduction in my monthly bills for the remainder of my contract due to loss of service which i paid for. DO NOT go with Virgin simple as that. No consideration for customers other than screwing you for as much money as possible. Horrible company horrible service horrible customer care.
Fife Virgin Media  
Customer service is abysmal. I am canceling the contract atm. Their advisors are based in India and are rude and clueless. I have just signed up with them and they can't even retain a customer. I don't have words to describe the service that I have received. I would never recommend this company to anyone. The only service that is amazing is the first contact team that lures you in to sign up with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
harrow Virgin Media  
My broadband wasn't working, and the Virgin media website doesn't show any issues reported so I called Virgin media customer care they informed me that there is a network issue and it will be resolved in 24 hours. Issue still exists even after 4 days. Interestingly every day when called the customer representative they are telling the same story. I have requested to connect me to a manager, but they didn't do it. They have mentioned that the manager will call me back. I am still waiting for the service issue to be resolved and also still waiting for the manager's call.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SUTTON Virgin Media  
Less than impressed! Paying for 200 download and getting 5!!!! Time for a switch me thinks!!@
Salford Virgin Media  
Very disappointed. Adverts promised great speed, an ‘intelligent’ router which would distribute signal where it is needed. Instead we are not getting speed unless attached with Ethernet cable. As bad as 0.16 Mbit/sec upstairs. Customer services useless. Technical support useless - apparently positioning of router suddenly not appropriate. Missed pulling out of deal (cooling off period) by 1 day or would have. Wouldn’t recommend. Would actually say ‘don’t do it’
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oldbury West Midlands Virgin Media  
Fine until you want to try and leave as per your contract. You're made to make a phone call, and subjected to a barrage of rude and provocative questioning about where you are going and who the person is replacing you. I'm actually moving abroad, and the lady on the phone refused to issue the cancellation until I told her what country I was going to and the name of the person moving into the property?! What in the hell business is this of yours?

This is taking account retention on to a whole new level of rudeness and privacy invasion. My contract allows me to leave on given date - so just do that like I ask.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Brighton Virgin Media  
Terrible rude customer services, have been overcharging me for ver a year...even when after hours on phone they accepted they had overcharged because. Had email evidence they said as a "goodwill" gesture they would give me three months refund although it the year previous overcharge when I disagreed they sent me a lette completely misrepresented our conversation and letter signed from Garry Menzies operation manger no contact phone number or email address just a PO box in Manchester for "Executive Office" this is an international media telecoms company that dissatisfied customers cannot contact. This is clearly a design to obstruct customer care or service. I want to cancel contract as they have breached contract by overcharging ..my request for 12 month previous bills was ignored even though was agreed to and I was told I would need to pay £3 per month for copy of bills , unbelievably bad do not go to Virgin daylight robbery
London Virgin Media  
Avoid like the plague.
When things are working, it's great, its just exceptionally rare.
Between a service that goes up and down more often than a cheap hooker, and down periods stretching into days or weeks (currently on week 4 of the current down period) you'll be lucky to get anything close to what you're paying for.

Not to mention the vacuous staff who have no idea what's going on, the sales staff who call you constantly to try and keep you on their service that doesn't work (If they spent half as much time fixing the problems they could fire half the sales team) and the engineers who are at best wildly incompetent.

As a non religious person, I'm praying that these guys go bankrupt as soon as possible so they stop scamming people.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Absolutely terrible service, internet is so slow and have rang up multiple times about slow internet and have never left the conversation with a result. Customer service isn’t great, on the multiple times of having to ring up, virgin are always wanting more money for a better service, however I feel that the service I am getting now is no where near as good as it should be for the money I am paying every month. Not very impressed at all. Have been with virgin for years now and the service is going down hill.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Beeston Virgin Media  
When VM broadband works, it's great. When it doesn't, good luck getting it fixed. VM scrapped their actual technical support team a few years ago, replacing them with untrained personnel who are given and read from scripts. You can tell them you've already turned your hub off/on 10x but as that's the 1st step on their script, they'll still ask you to do it again. Anything actually technical that isn't on their script, they can't help. They insist that they don't have any senior technical personnel or 2nd Tier support. They'll also lie to you and tell you that the fault isn't with them, or that a manager will call you back (don't believe them, a manager will never call you back)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Liverpool Virgin Media  
Fast broadband comes at a VERY heavy price. Customer service it frustratingly appalling. Have literally spent HOURS of my life on hold to customer services.

After two months of intermittent service, I have just been told that I will need to pay them £200 to cut my losses to go back to BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Barnet Virgin Media  
After being with Virgin media broadband for a few years i have decided to end my contract with them. What i signed up for was a reasonable amount to pay monthly for internet service, however, every few months they keep adding on an additional amount that you have to pay, so for e.g. if you signed up to a £28 p/m contract after 18 months this goes upto £29 and keeps increasing. They don't even notify you of dramatic increases - anyway oneday i woke up to find that they have been charging me £40 p/m. I was not even notified of this. A disgusting money grabbing company that is clearly losing it's valuable customers. I will ensure that people out there are aware of this as much as possible. DO NOT SIGN UP! STAY AWAY FROM THIS COMPANY.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
Ilford Virgin Media  
took over 3 weeks to get them to install the service, three failed attempts where they didnt bring their own equipment to install the service (seriously they had no cables, they arrived empty handed! and then left for 2 weeks!)

Customer sevice is appalling.

IF you can find the right number to call, and then miraculously navigate your way through their robotic-menus you eventually end up on hold for ever before being faced with Endless transfers while waiting they put you on hold.

The staff answering phones must have zero training on anything as noone seems to be able to answer more than one of what should be basic questions "what is the process to downgrade" transferred "what is the process to cancel" transferred " how long do i have to be without an account to be considred a new customer " transferred...

just rubbish service, seriously frustrating

oh an they just hung up on me after id spent 25minutes on hold.
appalling behaviour and it was the same the 2 other times i called them. just an awful company
The actual internet was great but the price hikes are unreasonable and there is no reward for loyalty either.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
London Virgin Media  
Virgin media is the worst wifi I've ever had in my life! Every day it just cuts off and flashes green! Every bloody day even twice! Paying money for something that doesn't even work! Rather pay for a bag of shot than pay for anything virgin media again
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Gillingham Virgin Media  
I'm having very bad experience with Virgin, the speed I'm getting with my broadband is terrible, the funny thing is when I'm with them on the phone the speed goes so high, as soon finish the phone call its start to slow down again, I do not get the service I pay for. I pay for 500mb and get 30. Poor, poor, poor
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Morden Virgin Media  
Eighteen months ago virgin media asked if I would like to upgrade my internet service to 350Mbps and I accepted. virgin media advertises that the average speed should be 362Mbps download with a minimum of 181Mbps download. I have monitored my speed and I have never reached the advertised minimum download speed. I have spent hours waiting on the phone and talking to people in India, have had technicians to the house many time and nothing has been resolved. The technician have checked and there is no issue as far back as the cabinet in the street but they find and issue with the signal coming into the cabinet. I was told this was also affecting business customers and would be fixed but would take a few weeks and that I would be informed as to the progress. The technicians told me that there was a technical problem as the upload speed was 36Mbps and it should be about a tenth of the download speed. That was a month ago and I have heard nothing. Yesterday when I spoke to virgin media technical support I was told that I should never expect more than about 150Mbps and virgin media technicians are never sent out. That is not true as I have had technicians out to look at the problem a number of times and each time they say there is a problem with the service in to the cabinet in the street. In my calls to customer service which are not cut off -- which is about 1 in 4 -- I have been told a lot of conflicting information. One customer service person tells me one thing and the next tells me something else, and customer service technical support claims that the technicians that have come to the house and have checked the cabinet in the street do not know what they are doing. The customer service technical support person I spoke to yesterday said he was arranging for a customer service person to call at 0900 this morning to discuss the internet issues -- it is now 1045 and there has been no call so far. It would be good not to believe anything virgin media says. Virgin media does not provide the service they advertise and virgin media does not provide the service they charge for. And virgin media customer service is abysmal.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
cambridge Virgin Media  
Most Unscrupulous Exploitative Network Ever!!!!
Worst network. Do not join this broadband or mobile network. They appear to be very good initially but they operate at a very unscrupulous exploitative level. They will fix you into a contract and will have you pay for a speed that you very rarely if ever get. Then, after your fixed term runs out, they start bombarding you with bi-annual unjustifiable price increases, and when you threaten to leave them, they offer you a "discount", which seems nice at first, but after a couple of years with this network provider you realise that you have to spend approx 45 minutes every six months on the phone with these morons to stop them from extorting you. Just cancelled my broadband and mobile. Never again!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Why isn't it possible to leave a zero?

This company is the absolute worst pile of excrement I have ever had the misfortune to deal with. I dreaded making calls to them because they never understand what you are calling for - the language barrier is extremely hard to navigate, considering they have the majority of their call centres overseas. They overcharge/charge for random things, but woe betide you if you try to resolve it. I'd imagine I'm somewhere around £300 out of pocket for constant errors you cannot resolve. You can ring & get one result, but call about the same issue & get a completely contradictory response, usually resulting in them trying to charge you again. I have never once had a decent experience with them, and am so glad I left for Sky. I tried to contact the complaints department and the contact box never even transferred to an agent! It's appalling that such a huge company would have 0.4/10 & not do a single thing to resolve it - tells you all you need to know about their customer care vs money grabbing. Eurgh, they've been an absolute nightmare from start to finish, & by the end I was paying £10 extra for a bill than the deal I initially signed up for & was 'guaranteed' indefinitely. I used the company for various different products, but I have since changed every single one, and could not be happier with the choice. Trust the negative reviews, they are completely accurate!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Keighley Virgin Media  
Unreliable and slow - I really wish we hadn't switched. The super broadband is supposed to be faster, but it isn't any different. I now tend to go into my workplace, instead of working from home, as the broadband speed is so slow and unreliable. It is also slow and unrelaible in the middle of the night.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SWLondon Virgin Media  

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