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 stars
  • Customer Service
    2.8 stars
  • Speed
    3.1 stars
  • Reliability
    2.9 stars

Based on 7410 customer ratings since 2020-05-14 (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.

3,782 Customer Reviews over 95 pages

  • Reviewer
    Location
    Aylesbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Spoke to customer services today having tried to get through Monday with no luck as the system was down since Sunday morning no phone or TV coverage second time in a month last month off for 2 days
    Was told as i never got through on my mobile!!! it would not be classed as a technical failure!!! are you kidding me was not going to stay on my mobile all day and night hoping someone may answer absolute JOKE!
    Worst thing is tried to cancel and was told i would have to pay up to April as that's when contract runs out well let me tell you direct debit cancelled you can send every debt collector in the country out you still wont have any money off me will go to court don't care how much it costs!!!!!!!!!!!!
  • Reviewer
    Location
    Aylesbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Worst service provider, unprofessional and deceptive customer services staffs. Virgin should invest a bit more in training its staffs. I will never recommend virgin to my worst enemy.
  • Reviewer
    Location
    Aylesbury
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hi There,

    I had Virgin super-fast broadband installed last September. The ensuing months were a litanty of stress for me:
    *Intermittant service, I twice received refunds for lousy connections and intermiitant service
    *No fixed IP- my own website could not be accessed via the Virgin service
    *Virgin support told me that my inability to view my own site was because of bad html coding!
    *Sometimes days without any connection- apprently a problem at the exchange.
    *Customer service no help- tried to blame me
    *Upon cancelling the account I never received a final bill. The first I heard of this was from a debt collection agency (BPO) threatening legal action.
    *Since terminating my virgin account I receive weekly junk mail from them boasting about their wonderful service- a waste of paper since I now know better.

    Since I changed provider- the new service is fast, reliable and I've had no trouble. Interestly when a virgin employee came to collect their router he told me that many had similar expereinces and they he himself changed to BT!

    All in all a lousy service- I've lost all respect for Stephen Fry for appearing on their adverts- obviously money will make him say anything. My advice to potential customers- stay away from Virgin! The worst cusomter experience I had ever had.
    Sincerely
  • Reviewer
    Location
    b
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Reliability poor, Promised upto 20Mb, but still 10Mb. Cust paying more for L package and get same speed as M cust. Indian call centres are a joke. Poor english, lack understanding, read from scripts..... why do they pretend to be called 'David' or 'Simon' ... to make us believe they are in uk? Complete joke.
  • Reviewer
    Location
    Bangor
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      2 stars
    Comments
    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.
  • Reviewer
    Location
    Bankupelle
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have agreed to switch from current broadband provider to Virgin as there were many letters from Virgin promising 200 MBPS internet fibre optic connection and good offers.

    But, i came to know from my friend in the next lane that they had lot of issues with Virgin connection as they failed to enable a connection for 2 weeks and informed that it will take another 8 weeks to enable a connection in to the house as it will require a council permission.

    I called Virgin atleast 5 times as i did not want to face the same issue. Even the day before the Virgin sales team said 99% there are no issues for connecting the broadband as there are other properties in my lane, who has broadband connection. On the day, engineer informed me that it will take 2 further days to investigate and may take extra time to get council permission.

    The worst part was, they disconnected my phone, TV and boardband with existing provider.

    This is irresponsible from Virgin as they did not foresee the issues. I had to be on phone for hours to stay with current broadband provider.

    I suggest you only opt for Virgin if your house had a connection from the company before. If not, i am very sure that the sales team will try to sell the services but will fail to deliver
  • Reviewer
    Location
    banstead
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    absolutely shocking customer service, keep me hanging on the phone for over 2 hours.

    they cut off my services due to a mistake they made re me moving.

    i was passed through to over 10 different customer service advisers and still was unable to connect back my services.

    the worse possible customer service that i have ever known
  • Reviewer
    Location
    Banstead
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer services is the biggest joke on the planet. If you could understand them it would help.Never listen to their customers. It is the only internet provider that insists on restarting the router every time there is a problem. Was told to move the router away from all other electrical devices and to have sitting in the middle of the floor of the room.
    Speed when it works - a snail goes faster. Pen and paper and a stamp works faster.
    Price increases at least once a year for a declining diabolical service.
    More money, less speed.
    Can only assume that the price increase are to now pay for the rebuilding of Branson's house after it was destroyed in the hurricane as well as his space project.
    Also get rid of Usain Bolt off the TV and reduce our bills instead.
  • Reviewer
    Location
    Baranova
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Virgin Media Are nightmare. Just find another internet provider if you do not want to suffer.
    here is the reason:

    Virgin provide rooted which is some cheap scam. It will not do cover the whole house.
    Broadband is not always reliable. There was a time we very 3 weeks without internet.
    Customer service:
    Try and you will see that once you call Virgin sale team and try to get a new contract you will be connected within a few minutes. If you need to adjust something on your existing contract or you want to cancel you will be waiting on the line for hours. The team is untrained or instructed to not provide you with all relevant information. Staff is not monitored for their performance as they simply hang up on you once they get bored of you requesting help.

    You will be provided with misleading information or with any.

    Virgin will try openly ,,steal'' ( charge) you with ridiculous unnecessary fees without proper justification of what actually you are paying for.

    Extra information for future fulls who are going to try.

    If you want to transfer your current account to another person you can. No matter what they will tell you. Just request ,, Transfer of responsibility,,

    I know there are no many if any internet provider in Uk who can offer proper customer service or well trained stuff who knows what they doing.
    Just do your research before you sign.
  • Reviewer
    Location
    Barking
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am suffering continously cuts in service during 1 yrs living in this house. The reason for not look for another provider is because the landlord is person in contract. Virgin media cut service many nights, every time I contact customer services they say all east of London is in repairs. I am writing this letter from my three mobile because this night 30/12/14 we are again without service. This is unacceptable
  • Reviewer
    Location
    Barking
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One of the worst customer service I ever had
    Speed of broadband was totally rubbish after midnight most of the time it goes off you can never use it until the morning time
    If I could give them a -00 star I would that's how bad it is everything is bad customer service price speed of broadband completely rubbish stay away from virgin If you don't wanna have a headache
  • Reviewer
    Location
    Barkingside
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Apart from speed all else is bad - don’t fall for their free offers as this nothing but trap. When you want to cancel free offers, you will have to call and wait for a long time.
  • Reviewer
    Location
    Barkingside
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Having only been with virgin media for 2 weeks we are very unsatisfied with this well known provider that claims to provide high speed fibre optic broadband. It stops working completely every couple of hours, making work-life difficult and time when we want to relax and watch tv frustrating. We have called customer services for assistance and all they do is tell us how to reboot, not even agreeing to an engineer to have a look. Don’t join this provider.
  • Reviewer
    Location
    Barnet
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Barnet
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst company I have ever dealt with. Extremely unhelpful advisors who keep telling me a different thing? Nothing seems to add up. They have not honored the rewards for joining them and have added extra costs which was never agreed. Woeful, inept company and shall never use again. Unfortunately in contract with them for a few more months. Wish I had read the reviews first as there are a lot of people who are experiencing the same problem. Disgraceful! Please avoid
  • Reviewer
    Location
    Barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Although TV is good, the broadband is very poor at peak time getting as low as 5MB on a 200MB package. Promised to be sorted in November now push out to December.
  • Reviewer
    Location
    Barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      5 stars
    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.
  • Reviewer
    Location
    Barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Too bad I can't give 0 stars. Answered the phone to a cold caller and was initially uninterested as I was still in contract. Convinced by the sales man to move from Vodafone due to offers of no activation fee, promise that they would take care of the cancellation of my Vodafone account and pay off my early termination charge. These were not demands made by me but rather offers from the salesman when I said I was happy with my current deal.
    None of the above promises were held to, and when I then asked to leave they threw a £250 early termination fee at me. Naturally, I asked to speak to a manager and I was told I would get a call back in 48hrs. It is now 8 days later and 5 more calls to virgin (including another promise that I would get a manager call back that evening) and I'm still yet to speak to anyone of authority.
    Don't bother, they're liars who are just after your money.
    P. S to make matters worse I was told by one customer service agent "I don't know why they keep telling people things like this when they're not things we offer. This is the third call about this I've had today". So they know full well what they're doing.
  • Reviewer
    Location
    barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking i have been fobbed of since having it installed, i have had to make numerous calls and nothing changes excuses excuses.....i strongly want to get away from virgin as soon as. i even have call records of all call's, ive even emailed and had no response at all.
  • Reviewer
    Location
    Barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We were told before we took out our contract that the package we would have would include movies, box sets, etc. Now after only a couple of months of having the contract they took away channels and told us we could no longer have any of these things we were promised. They have lied to us in order to get our money. I would really not recommend joining this broadband service.
  • Reviewer
    Location
    Barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've never seen such bad customer service. They have put phone down on me twice when trying to cancel my contract. Internet connection is so slow you Can't watch a lot of programs. And took the bill out early
  • Reviewer
    Location
    Barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They want you to upgrade. Had Virgin broadband for ages, virtually never had a problem with it until this year. Keeps crashing so it kicks out of youtube and online games. Called them several times, they came and replaced the modem, after that it was still acting up so they replaced the cable. Still acting up. Restarted the modem numerous times. Every single time we called- they want us to upgrade. We don't want to uprade! We want what we're paying for already! Terrible! Go with a different provider.
  • Reviewer
    Location
    Barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please beware and stay away from Virgin. Very poor service. They will sell you something they're not capable to deliver. I've been paying for 50 meg internet and wasn't even getting 30. Now with BT paying less for 40 meg and clocking 37! There were constant disruptions in supply. I was on the phone to very poor customer service at least once a week. Engineers were suppose to come out but every time Virgin has cancelled the appointment.
    I've been with them for three years. Initial contract was for 18 months. When I had to move out of the property and asked Virgin to move services to new address I was told they haven't got the cable there so unless I can talk few neighbours in to virgin media, I will be charge 138 pounds cancellation fee. Then I found out that my ex phoned them few months earlier regarding a jumping package price and was offered 15 quid off. Nothing was mentioned about contract. Basically anybody could sign a contract in my name.
    I've contacted Citizen Advice since and I'm ready to take a legal action now.
  • Reviewer
    Location
    Barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Please beware and stay away from Virgin. Very poor service. They will sell you something they're not capable to deliver. I've been paying for 50 meg internet and wasn't even getting 30. Now with BT paying less for 40 meg and clocking 37! There were constant disruptions in supply. I was on the phone to very poor customer service at least once a week. Engineers were suppose to come out but every time Virgin has cancelled the appointment.
    I've been with them for three years. Initial contract was for 18 months. When I had to move out of the property and asked Virgin to move services to new address I was told they haven't got the cable there so unless I can talk few neighbours in to virgin media, I will be charge 138 pounds cancellation fee. Then I found out that my ex phoned them few months earlier regarding a jumping package price and was offered 15 quid off. Nothing was mentioned about contract. Basically ankybody could sign a contract in my name.
    I've contacted Citizen Advice since and I'm ready to take a legal action now.
  • Reviewer
    Location
    Barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Got 50mb broadband. No seen much over 3mb. Struggling to watch streaming services like iplayer. Waiting on a reply on complaint after reporting this and getting nowhere. Seriously considering our options at the end of our conttact.
  • Reviewer
    Location
    Barnsley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    *Do not sign up to virgin media*
    The services are not fit for purpose. Broadband is constantly down which also means you can not watch tv. Terrible customer service..you will spend half of your time on the phone reporting faults and getting passed round departments, that is when they dont just hand up on you...
  • Reviewer
    Location
    barrhead
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Bottle neck, narrow width, ms jitter is rediculous, server pingsfrom manchester and not home address goving false readings. Pay extra for gamer speed... Im resetin my routor mre than using it. I am realy fed up with them, once my contract is over im going back to adsl or 'fake fibre' as its more stable since virgin need to be entertained by jesters not complaints s they dont know how to interact or respond to simple technological questions ...
  • Reviewer
    Location
    Basildon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    The speed is really good. But you can end up with 2-3 weeks of no broadband service and Virgin Media customer service won't help you (even if you managed to get hold of them)
  • Reviewer
    Location
    Basildon
    Reviewing
    Virgin Media
    Date
    Comments
    Virgin media is a very absolutely useless provider. The customer service is useless. No one knows what they are doing kept passing me from piler to post. Waited for router to be delivered via yodel for 3 days and still waiting. No one is taking responsibility. PLEASE before u consider virgin media shop around first.
  • Reviewer
    Location
    Basildon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful. It's the only way to describe Virgin. We were finding our internet speed decreasing. in my room, a mere 20 paces away, I couldn't watch Netflix without it doubling the watch time with buffering. So we called them up. And they quoted 6 months free of up to 200, the next day we get an addition charge on our bill. When we phone to ask about it they claim we are now on 200 Mbps download speed. We were quoted this free! So then we test it, it's made no difference! So I decide to run some tests of my own. 6 feet from our router we aren't even getting 90 Mbps (89.68). So I move to our kitchen a mere 14 feet from the router not even 80 Mbps (78.02). Lastly I try my bedroom. We live in a small 2 bedroom flat. My room is 20 feet from the router. I got 16.86! We told them this. They couldn't give a damn. So we told them we will go else where. They are one of the worst companies I have ever had the displeasure to deal with. They were rude, uncaring, and disorganised. We were being told "we've run this test" then passed on to the next departments, they said they will run the same test. Then said the test hadn't been done yet. We will be shopping around. That's for sure. My biggest piece of advise: look elsewhere, don't waste your hard earned money on a company that won't care when they make a mistake at your despence. Good luck to you.
  • Reviewer
    Location
    Basildon Esssex
    Reviewing
    Virgin Media
    Date
    Comments
    I was having trouble with my broad band for nearly a month
    I was phoning Virgin nearly everyday..was on the phone for about an hour every time..and the operator would say that's sorted now..would go off the phone and about an hour later no internet A GAIN..
    Eventually they sent a technition out..his name wa Deen he gave me a new box then looked at the wires inside one out and he sorted it..internet be ok so far
    Thank you so much Deen..
  • Reviewer
    Location
    BASINGSTOKE
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin came in my neighborhood to install fibre. They did it for all of the houses except 2 (Unfortunately one is mine), from witch they left their 'Box' 20m from the house, maybe they considered doing it 'later' and forgot?

    Despite contacting them, escalating this subject and being told that we would be contacted - "Promise" - nothing has been done yet and the usual response "Please register your interest and you will be contacted" is getting on my nerves.

    Shall this review raise an alarm on an irrespect.
  • Reviewer
    Location
    Basingstoke
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I’ve had virgin media for over 1 year now. I was getting intermittent problem now and then but never really paid attention. BUT for over 2 weeks now internet hasn’t been working at all. Everytime we call virgin media they gave told us it will work tomorrow. Everyday for over 2 weeks we’ve been promised that it will work tomorrow. We’ve had enough so now we have cancelled our internet with them. Even so we have to give 1 month notice for what? No internet. Vigirn media haa been very disappointing! I would not recommend virgin media to anyone!
  • Reviewer
    Location
    Bath
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    On 8 June this year I applied to virgin media for a bundle 100. After four weeks of wondering why there was no activity and making many phone calls I was informed that I needed documentation from the property owner approving my request. This was done and sent to virgin media in July..
    I was informed that it would take several weeks to organise so my installation was booked for 22 August.
    On the appointed day I waited for the installer. He arrived late and refused to install the cable modem where I requested. I live in a two-storey stone building in the modem was installed in a diagonal corner of the base level. However when he set boxes up he informed me that one of the boxes was not working so he would have to replace it. He also installed a TiVo box which got an error message. He informed me that I should keep turning the TiVo box on and off and eventually it would work. At this point he left.
    Imagine my surprise when four days later I was told, on my fifth call, that the error message that I was receiving from the TiVo box meant that the box was broken and would have to be replaced. I was also informed at this stage that because the Wi-Fi box had been replaced I had no Internet because the MAC address could not be changed by people that I could talk to. However it had been referred to someone and it should be done within three days. This took me to Monday, 28 August.
    My new TiVo box arrived in the mail. I installed and however it did not work either. Several telephone calls later the IT support people informed me that there was some problem in the system and they would have to book a call to 5 September. That being the earliest call they had available.
    On 5 September I waited at home looking forward to having my Internet bundle working. At 7 PM I rang virgin to ask where the installer was. I was informed that the appointment had been cancelled by virgin because they'd been having system issues and they thought that my have fixed my problem. By now I was up to more than 20 hours of phone charges on a mobile call. And somewhat surprisingly virgin media staff were starting to object to my language and frustration.
    By now my virgin media farce had been running for three months and I still had no Internet bundle. After several more hours of attempted support on the phone I was informed that a visit by another install would be required to figure out what the problem was. However, it would be September 22 before they could have someone arrive.
    At this stage my partner and I decided that the farce had gone on long enough. We would cancel this attempt. However even that was not to be the simple exercise that we expected. Over an hour later we still had people trying to convince us that virgin media was either not incompetent or not malicious. However they finally took our word for it that we were irretrievably opposed to ever having anything to do with virgin media ever again. Interestingly the young lady would not give receive reference number or any other information that would allow us to refer back to the discussion we were having with her. However she did make the comment during this call that virgin media egregious behaviour over the previous three months should not be held against us, and that there should be no charge applied to our account. She even put us on hold for five minutes while she went away and confirmed this.
    Imagine my surprise when on 18 September I received a bill from virgin media to services rendered.
    So here is my review: if you are so filled with self-loathing that you wish to be messed around and treated as trash for several months virgin media may be a company you wish to be involved with. I personally will go out of my way to inform any person asking any questions of my opinions regarding broadband and media supply in the UK to avoid this group, and I personally will attempt to make sure that I never again have anything to do with this group.

    Oh and by the way I am taking the matter of the final bill to the ombudsman.
  • Reviewer
    Location
    Bath
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just moved house (5 weeks ago) and switched to Virgin Media 'Big Kahuna' bundle. Never had such poor speed or reliability from a broadband service, regularly less than 20MB download, 1MB upload even when sitting next to the hub on multiple devices. Have tired all solutions. Now in process of paying penalty to cancel (putting it down to experience). Won't be touching Virgin again.
  • Reviewer
    Location
    Bath
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    We had so many issues with our connection, the engineer came to our house 5 or 6 times in the first few weeks. They eventually gave up, so I asked to cancel my contract. I was told there would be a £200 penalty for leaving early. The connection stabilised eventually to we left it. However, they have now put my prices up with no warning and have refused my request to cancel the contract again. Therefore, I am now going to have to waste my time making a formal complaint.
  • Reviewer
    Location
    Bath
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could give them -10 stars I would. They won't stop calling me despite me telling them multiple times not to.

    Takes 20 minutes to get through to a human and when you do they're Indian and will happily hang up the call on you.
  • Reviewer
    Location
    Bath
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Probably the worst company in the U.K. Their broadband is good and fast but that is where it ends. Their customer service is absolutely appalling and they don’t care. You wait for ages to get through and when you do you have a job to understand what is said and you invariably get nowhere. Their pricing is smoke and mirrors and in order to get a better price you have to negotiate or threaten to leave. They tie you in with so called discounts and bonuses and stick you with price increases every few months. If you have a feasible alternative don’t go near them.
  • Reviewer
    Location
    Bath
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worse ever broadband provider ! Charging me for second tv box when I actually have only one TV at home , how t hell will use 2 tv box with 1 TV , absolutely ridiculous!
  • Reviewer
    Location
    Bath
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    The harassment and misery caused by this company which I have endured cannot even be calculated since I became a customer. Elderly and disabled people should not have to go through this, but nobody should.

    A contract is just that. an agreement between two parties.

    When that contract is broken, that is an end, but not with Virgin Media. Before I join any company I want to KNOW what I am signing for, but Virgin media are not at all happy about sending out a copy of the contract first.

    They prefer 'verbal' phone contracts and then the difficulty is getting the service you have required. Either with connection faults, or broadband speeds.

    They provide what is termed an 'up to' broadband speed like all other suppliers. But if you are only getting 60% of that speed will they allow you to pay only 60% of the bill?

    Yes, eventually they might send one of THEIR employees to check to see if a fault is found and then tell you there isn't. Then you are liable to their extortionate charges.

    How convenient.

    Occasionally you may get a genuinely helpful person at virgin media who will do all they can to help, but this is the exception rather than the rule as the remainder of the staff are either inept of just plain not interested because once they have your money, that is it.

    Where is OFCOM in all of this? As far as I can see it is yet another government organisation which has been set up to divert away the attention of the customer into thinking something is going to be done to protect them when all OFCOM is there for is to gather information but they do NOT deal with independent complaints so they are totally ineffective.

    When VM first started the service was far better, but with overseas call centres, staff who really do not care ( and if they cannot answer your questions they cut you off) and the goal of trying to screw every penny they can, this is one company to avoid like the plague.





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