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
    3.2 stars
  • Reliability
    3 stars

Based on 1110 customer ratings since 2023-02-21 (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.

4,651 Customer Reviews over 117 pages

  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company is owned by thieves and I regret being a customer for so many years. 1 star is too much to give them for what trouble they done to me. When my contract expired I called and told them I want to close my account and move elsewhere. Before that we had very bad internet connection, every time I called their engineers only told me to restart and restart the router, that’s all they knew. When I decided to close my account, the agent said they would send an engineer at our house to see what is wrong but first we must sign the renewal contract. It just seemed strange to us and decided to close completely. Got some calls back but kept refusing them. All good until we had to return their equipment. One of their people came to our house on 10th of February, he took the router, didn’t give us any proof of collection and left. He said we should receive confirmation of collection by email which we never received!!!! Since that day we’ve been haunted with emails, messages, calls and visits to return the equipment or pay the charge. I called numerous time to explain that it was returned, they never did anything. Just kept telling us to return it or pay it. I have absolutely no proof from that collection day. They are thieves and I’m completely disgusted with this company. I received another letter to pay the charge now. I just don’t know what else to do in my situation. I complained by phone and in written, they just don’t care. They got the equipment and they want the money as well. That’s great, probably this is their client retention policy. I regret being their client for so many years and in return being treated this way. Everyone just avoid this company, there are many companies who have much better prices and services and customer service. Virgin media is a very bad company and I already advised all my friends and family to move elsewhere. This is what they deserve, thieves!!!!
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bloody awful. The broadband goes offline constantly, you need to keep refreshing it. I spent an hour waiting for an actual person to answer, and when they did the put me through to a department that had closed an hour before! It's almost impossible to speak to a human, and their automated service is crap.
  • Reviewer
    Location
    NW9 9TD
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very bad broadband services and customer service, they provide worst broadband services and no customer support and not giving any compensation
  • Reviewer
    Location
    Bolton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Gave it 2 stars because the advert on tv with the bull on the motorbike is ace, must have cost lots, you can work the rest out. Robbers, don't use.
  • Reviewer
    Location
    Bristol
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Broadband is usually fast but let down by poor home hub (compared to BT) and very poor customer service/call centres.
  • Reviewer
    Location
    Kingston upon Thames
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    For two months my fastest possible broadband package: 1Gig have been disconnecting every day about 20 times ad day nearly 5 minutes each time. I could not work. They sent engineer, he replaced router, this did not help. Finally I connected to BT broadband which works fine now. I called Virgin to disconnect and they told me I need to pay £297 disconnection fee + cost of additional month. I said: but your service did not work for two months! They said: if we would have sent THREE engineers and all of them would have not be able to fix, then we would not charge the disconnection fee.
    Sorry guys, I cannot entertain here three engineers, as I need to work, and I work from home. Yes, I will pay you the disconnection fee and I promise I will never ever use your services again.
    TERRIBLE!
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service & badly organised installation no broadband & landline now until they sort blockage second attemp in 6 weeks, will try to cancel if I can
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Reliability
      1 star
    Comments
    I am without wifi suddenly for 2 days now and there has been no resolution and no where I can complaint
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful service awful communication my service has not worked for nearly six weeks and just got a whole lot worse. I have wasted nearly 8 hours trying Tingey this sorted and sent around in circles I have lost a few days work and 2 online lessons for my daughter that were important and I had to pay for. Internet is still not working and no one cares. Don’t use this company
  • Reviewer
    Location
    Scunthorpe
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    A lot of people seem to slate Virgin Media but I reckon they get a lot of things right.

    Broadband service is excellent, it's fast and reliable which is great for working from home. I think in 12 months it has be offline twice for about an hour when they were doing upgrades to the network.

    WiFi from the router has a limited range in larger houses but nearly all standard broadband routers have this problem. I installed a mesh system and it works great on the back of their service.

    Customer service has improved a lot over the years too (it was awful!). You can access most things you need online and if you need to call them they are pretty good these days.

    Not perfect but the horror stories I hear from people who are on fibre via openreach to sky, vodaphone etc. means I'll probably be sticking with them.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Two years good service with Virgin Media - but absolutely awful trying to close my account, really protracted and complicated.
  • Reviewer
    Location
    Northern ireland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Daylight robbery!
    From the start of my contract I haven’t got the service as advertised. I rang customer service ten times and I was promised a £99 credit as advertised on their site. They didn’t do this and I had to contact my ombudsman. Horrific customer service. They still kept taking money from my account. Would not go with them if you paid me.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Horrendous customer service. Occasional interruptions (a few times a year) that my neighbours do not appear to have with other providers, and that also seem to be area-specific (I moved in the middle of my contract, and one place was bad, the other good).
  • Reviewer
    Location
    Middlesbrough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Your wifi range is absolutely abysmal im literally a floor above the wifi router and i cant even send a message on social media because of the connection issues, im directly above the router its shocking the service is shocking you all want a boot up the stinker and showing whats what.
  • Reviewer
    Location
    Sittingbourne, Kent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Although virgin broadband is indeed fast the reliability and customer service is truly shocking. For the past 8 months roughly 80 percent of those days I have had some sort of reliability issue l. For 7 of those months my internet would drop consistently for about half an hour to an hour around midnight which for me is my working hours. Upon calling we received the same supply chain like process of the support agent giving no explanation or help at all and if really challenged on their non answer an engineer would be sent out to do a routine check which of course never fixed any of the issues. The consistent connection outage in the same time frame seems like virgin were experimenting with something which is fine for a couple of weeks but 7 months with no explanation from support is appalling. Regarding the current month these nightly interruptions have ceased and instead switched to morning interruptions ranging anywhere from an hour of poor or no connectivity to in todays case a full day of no/poor connection. Upon calling again I received the routine response of we don’t understand we will send an engineer to check. I’ve had enough of routine procedures such as rebooting and resetting the router. An engineer has replaced my router 4 times in this time period and called it a day. I understand the odd issue but consistent outages interrupting the majority of the last 8 months with no explanation from support is truly frustrating. Despite the speed being appealing from the outside to reach those “promised speeds” a direct connection is required to your pc and it’s fairly useless when every day you experience no service at all. I would never recommend Virgin broadband to anyone looking to switch to it.
  • Reviewer
    Location
    North London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I recently booked an engineer to move a cable from one room to another room in the same house. Later the agent I spoke to changed my package and charged me extra. I was sent a bill of £150 to pay. I called virgin media several times and spoke to (Mia, Michel, Zia, Gulusheer) to explain I did not change the package and they all apologised and promised to correct the mistake. I for almost 2 months nothing was done and virgin media kept putting extra charges for late payment. I tried calling and they limited my access on the phone to speak to an agent. I raised a complaints on their website and the response I got is to pay the amount I owe. This company is a cheat and abuse customers. VIRGIN MEDIA MUST GO
  • Reviewer
    Location
    North London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I recently booked an engineer to move a cable from one room to another room in the same house. Later the agent I spoke to changed my package and charged me extra. I was sent a bill of £150 to pay. I called virgin media several times and spoke to four people to explain I did not change the package and they all apologised and promised to correct the mistake. I for almost 2 months nothing was done and virgin media kept putting extra charges for late payment. I tried calling and they limited my access on the phone to speak to an agent. I raised a complaints on their website and the response I got is to pay the amount I owe. This company is a cheat and abuse customers. VIRGIN MEDIA MUST GO
  • Reviewer
    Location
    Caerphilly, South Wales
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin installed fibre all through our street and dug up all the pavements to do so. We assumed having direct lines would mean super broadband and so we changed from sky.

    Broadband was exceptionally poor, tv wouldn't play Netflix and games wouldn't download, couldn't even upload a post on Facebook from our phones using wifi. We contacted them and got an uplift on our MB for a slight extra cost per month. From then they repeatedly took copious amounts from our account on direct debit. We cancelled the DD as advised by customer service and paid manually until issue was resolved. The debt kept going up and up even though we paid what we owed as the amount they tried to take never corrected on the system. Spent hours every month on the phone and promised if we just pay this and this, it would be cleared. Multiple times we over paid so they would reinstate our service. They've cut us off 4x for money we don't owe.

    You call to resolve the issues and they demand money and are rude. When you finally get through to customer service, they'll say they've resolved it and the account will take 24 hour to clear, it doesn't. Then the next month the debt will go up again as it wasn't cleared previously as promised, this will continue until the broadband is again disconnected, regardless of us paying our contracted amount manually per month.

    Multiple complaints submitted, still hounded for money and threatened with disconnection and reports to our credit score. Every time we speak to a customer service advisor, we get apologies and told that they can see we have been through a lot with them and even told virgin have been 'unprofessional' but they don't actually resolve any of the issues!

    Again, we are being cut off today because I have refused to pay another £138 that we don't owe. They won't do anything and complaints take a minimum of 2 days to process. We will be left without a service that we HAVE paid £57 a month for (although our internet is awful) all because they want another £138 that we don't owe.

    I am sure its illegal, they are repeatedly cutting off services that we are paying for.

    Our contract is at an end now and I can't wait to move. I'll get no compensation for the multiple hours I've spent on the phone to them. They'll repeatedly hound me for more and more money.

    The whole experience has been disgusting and to top it off, the connection has been awfull!

    AVOID!!
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin has to be the worst company ever I was supposed to get installed today. The guy came to my house said you do not have a virgin in your area. If I knew this I wouldn’t have signed up online and then the guy asked me to do the to help him with the wiring to get connected. I wasn’t sure if it be turned on today. I told him I don’t work for virgin. It’s not my job I called customer service up terrible company I didn’t even get the service and it was terrible, but I didn’t get the service. I would never go with them so I stayed decided to stay with Sky for him I do not work for virgin And I do not want to get electric shock. Never ever ever ever ever get virgin. Terrible customer service terrible service in general all around. Even if they offered me 10 years for free all lifetime for free I still wouldn’t take it
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    When working, the broadband is the fastest available. However, it is seriously flaky, and if you work from home, consider any other supplier.

    Every 18 months, they will triple the price you are paying. If you phone up and threaten to cancel, they will drop the price. If you actually quit, they will continue dropping the price - in my case down to half the price that I was paying originally.

    Some people might like this, but I consider it pretty offensive as a sales tactic - it's cynically punishing their most loyal customers. The calls keep coming too - I had to tell them to stop calling me because it got very very annoying.

    When you actually quit, this is where the fun begins! They say they will send someone to collect your equipment, to make it more convenient. However, that person can only come on a weekday, maybe one day in two months time. In the meantime, they will continue to harass you about returning this equipment.

    When that doesn't work, they will eventually say, "hey, you can order a box and post it back yourself". You order a box, and one doesn't come. During this time, they continue to harass you.

    Once you complain on twitter (and go through the cycles of people who don't know what they are talking about) you can eventually get a shipping label to attach yourself. However, in my case, they sent me an old label, which was not accepted by Yodel.

    Incompetence all the way down, the worst customer service I have ever dealt with.
  • Reviewer
    Location
    Surrey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Avoid at all costs!!!

    I canceled my contract. After that, you get bombarded with calls asking you to come back. I foolishly accepted such an offer because they offered me to change my mind within 30 day. This is what I did and within my original cancelation period as well. But unbeknowst to me, this had pushed back my cancelation period by a month, so know I had to pay £67 pounds even though I had already new internet from a different provider. Oh, and the second cancelation did not actually get through (despite it being on Whatsapp), so I received another bill and I had to wait for over 4 hours to finally chat with someone about this who then unhelpfully suggested be could do nothing about the delayed cancelation.
    In other words, do not touch this company with a ten-foot pole. Their interest was not better, faster or more stable than any other provider I have ever used, so there is really no reason to not save yourself a lot of headache and stay away from Virgin Media.
  • Reviewer
    Location
    Kempston Bedford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I wanted to thank the lovely engineer who installed my broadband yesterday 2nd March .
    He was very professional, he installed my broadband professionally and provided me with all the information I needed, he also informed me of other virgin products I was not aware of. Please pass on my thanks as I did not receive a review email to give him all the stars . Keep up the good work
  • Reviewer
    Location
    Surrey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Booked in an install date a month ago for the day I move into a new house. Was contacted today (the day before the planned install) to say it will be another 3-4 weeks. I cant be without internet for that long as I work from home and you haven't given me enough time to do anything about it at all. How can it take an additional 4 weeks? What sort of install could you possibly be doing? First time ever using Virgin and I'm regretting it before it's even started.

    I thought I would update this as its still getting worse... New install date is meant to be the 16th Feb. I just called to check they wouldn't miss this one and I was told it would now the the 20th because the outside work wasn't completed yet again. I had to call and chase, nobody contacted me at all. I booked this in December and now have had to pay for temporary internet for 2 months and work from coffee shops or anywhere with internet. Please just do what you say you'll do or at the very least let the customer know what is going on. Unbelievable

    Another update - the install that was booked for the 20th has now been cancelled. No new date has been provided for the outside work and I have to wait to hear back. Booked 3 months ago and still no closer to having internet. Please do not use Virgin Media go with anyone else

    ANOTHER INSTALL CANCELLED - 4TH TIME THIS HAS HAPPENED. I'm now looking at 24th March for the install I booked in December. I don't believe the install will happen then either. My advice is to order with another provider while you wait for Virgin to attempt to make something happen and then cancel with whoever is slowest
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Utter utter garbage. service down for the 4th day in a week. No compensation was even given on my latest bill. Thank god I am moving house next month and can finally leave Virgin
  • Reviewer
    Location
    Burnley
    Reviewing
    Virgin Media
    Date
    Comments
    Tried sorting something on my account, when I call, the automated asked me to chat, after 10 minutes chatting, it sent me to WhatsApp, i have been for 10 hours on WhatsApp trying to solve the problem, everytime I respond I wait for a reply minimum 20 minutes, looks like they keep changing staff at the WhatsApp chat as I have been ask the same questions over 20 times and nothing has been solved.
    My secretary has been on the phone with them for over 2 hours, been asked in each department a list full of questions, then transferred and same repeated, still no luck.

    Horrible customer service.
  • Reviewer
    Location
    Weybridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Absolutely terrible customer service. I have been with Virgin media for several years, and on 13th February i changed to Virgin Business. Virgin Business said they would can my Virgin media subscription as part of their transfer process. On 20th February i was charged another month by for my old discontinued virgin contract, so i asked my Virgin Business contact to look into it. No reply for over a week, so i called up virgin, spoke to someone who said he would put me through to someone to resolve my problem, and was cut off. I called back, got sent to 3 different departments, had 2 people agreeing to sort the issue, and transfering me to different departments who knew nothing abouty it. Eventually asked to speak to the manager of one operative who seemed to have completely differant information to the previous operative i spoke to. She said her manager would call me back, but i have had no reasonse. None of the people i spoke to seemed particuarly keen to help, and none of them sounded like they wanted to be there. On the second call i wasted 27 minutes and i am still no closer to having my money returned.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Scammy. Overpriced and make it a nightmare to cancel
  • Reviewer
    Location
    Shrestha
    Reviewing
    Virgin Media
    Date
    Comments
    Very rude and doesn’t help at all to
    Resolve my problem keep calling them but they keep repeating same thing I haven’t even finished talking they hang my phone and no call back worst scenario in my life experience
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Been with Virgin Media for years, but shocking customer service and have now raised a complaint.

    I have just been on a call with one of their staff for the last 23mins, the current time is 18:04. I was transferred from a retention team to a "specialised team" and requested to cancel my account. The call handler advised my account could be cancelled with a 30-day notice.

    The call handler then saw I had raised a complaint online and proceeded to tell me she could not cancel my account as I was also moving home.

    I advised the customer service rep that cancelling my account and moving an account (because I am moving home) were two separate issues as I have two accounts.

    I was told I would be transferred and I requested that I not be transferred as I had already had an experience where someone hung up on me and requested to speak to a manager. I was told there are many calls right now as managers are busy, I told the customer service rep that yes, I am one of those callers. Then, I was left hanging, ie the person left the headset and walked away without notifying me they were doing that. I could hear everyone else in the room, was left like that for minutes.

    The customer service person returned, told me they couldn't help me and then transferred me to the "specialised department" where I was met with the "our offices are now closed" message. I can only imagine that the staff member knew the department was called and transferred me to "get rid of the problem".

    I have never had this type of customer service before and would not expect it from Virgin Media at all.

    I have raised a complaint and might just move because that is shocking.
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking service! Was told there increasing my price by £12! But said I have the option to cancel my contract. Rang up. Told them to cancel. They kept pretending they couldn't hear me. Then kept offering me other stuff. Then they kept putting me on hold. Eventually said they will transfer me to the cancelation department. Instead transferred me to another operator who then repeated the same stuff. Told him I'm cancelling. And after he tried to offer me deals and I kept repeating myself to cancel he said no problem and then just hung up on me Instead. So I've just cancelled my direct debit instead! Terrible service. Terrible company! Would never use them again!
  • Reviewer
    Location
    Fleet
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Avoid at all costs. The worst customer service I've ever experienced for any kind of service, ever. We've had to call many times and they are always beyond unhelpful horrible, rude people. We signed an 18 month contract and 6 months in they doubled the price and there was nothing we could do about it. Then they called me again once it ended to try to force me to sign a new contract threatening further price hikes. When I asked why I would sign another contract when it doesn't protect me from them charging whatever they want anyway they just tried to shout me down. Unbelievable. I can't believe any business could treat their customers this way. They may be the fastest but it makes no difference to the average household and it is not worth all the stressful calls and random massive price increases within the contract period without any warning. Everyone I've spoken to that has dealt with Virgin has had the same experience. Never again.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Avoid them at all cost, cost being the key word here.
    I signed up to virgin 2020 when they were offering anyone new a half price for a certain package, this seemed great at the time so went for it.
    Not once have I ever paid the discounted price. Every single month they took out the full price, and I messaged their WhatsApp which was easy and they would credit my account. This went on for months.
    I eventually made a formal complaint, which then took so long for them to sort because they wouldn't issue a refund, that it went through to small claims. Where they credited my account what I was due. And rather than charge me the discounted price as you logically would. They charge me the full amount and then immediately credit me the difference so I'm still getting charged the full amount. All because they refuse to give refunds.

    For such a big company you'd expect it to be miles better than it is. Just avoid this lot no matter what.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin Media, the company here when it is to take your money but can't get a complaint to be resolved!
    They are liars! Do not go with them.
    I have been with them for 4 years. Throughout those 4 years i encounterd several issues. Most of them have been dealt with efficiently. Except the lacking of speed and my wifi randomly drop off (still an existing issue). Last year (in June) i had enough of it and wanted to cancel my contract. Spoke to a gentleman who told me i had to paid a cancellation fee if i wanted to cancel now as it was too early(fair enough). I understood i had to cancel it in January. I asked then at the moment to remove tv and phone as we are not using those. He told me that he can add up speed so it shouldn't drop anymore. I kept on asking that would be included in my existing contract as i did not want to renew it or make a new one. I was assured that it was the same contract and i would still be able to cancel in January. Imagine my surprise when in January I was told that i have to pay an early cancellation fee! I called them explaining everything, asking them to listen to the phone recording. The only response i got was how to troubleshoot ny hub so my internet wouldn't drop (like it would even help?! -_-') nothing about the fact that i have been lied to and put into a new contract without my consent.
    I called about 5 times now. The only thing i got out of them was for me to make another complaint so i can speak to a manager. Was told that i would get a call back the next day at 12pm which obviously did not happened. And when i called back, was told that i have been missed led (so useful). I can't get through to a manager and now have to wait 72hours to get a call back (for my second complaint that i had to do) from a manager... Which let's be honest.. there is 0.5% chance that's gonna happen. Customer Service = 0!
    Definitely avoid virgin at all cost if you can! They are just ripping people off!!!i
  • Reviewer
    Location
    Sheffield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Great broadband provider. Broadband speed is consistently good and process for cancelling account when moving house is fairly pain-free. Am a repeat customer and would always look to use Virgin if available in the area. Support staff are friendly and helpful when you need to get in contact.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    As with other reviews when it works it’s great but for the last 2 weeks I’ve not even able to finish so much as one movie in the evenings because the service is so terrible. We have also had 3 notifications in the past week alone that our service was completely down. And they have the cheek to think we’ll be spending more when they increase the price in April. Never in a million years. We will be switching to EE which might also be bad but at least a third of the price
  • Reviewer
    Location
    Fife
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst and most painful customer experience I’ve had. Months of failed promises and actions leaving me with early disconnection charges but it’s been so bad I’d rather be away from them.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    The worst company I have ever been a customer of. The speed of the internet, when it works, is the best but they are absolutely terrible in all other aspects. They rolled me onto a new 24 month contract without asking me - I had to threaten them with legal action to get out of it. Their customer service requires hours of phone calls and agents are not often good enough or empowered to fix problems. For example, I when my internet was out for two weeks I was promised a dongle to tie me over. Three different agents promised it was in the post - it never came. This company makes lots of promises but there are too many subcontractors involved and no one cares. Stay away from this steaming pile of mess.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Comments
    Worst Internet provider with awful customer service ever. Please Avoid Virgin Media. You don't need this BS in your life.

    I called Virgin Media customer service 5 times and each time I asked for the end-of-contract confirmation by email/post. However, each time I end up speaking with India, the last Indian guy was so rude and did not listen to my request. After 6 weeks, yet to receive the confirmation and yesterday I received another email which is asking me to pay the next bill. A bunch of sick people gathered together and called Virgin Media.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    Comments
    Francis from the moving department is absolutely amazing! He sorted all my problems and put me through to the right people. He then called back to confirm his everything was sorted and I was happy. He is amazing
  • Reviewer
    Location
    Rugby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had enough of them.. joke of a company. There broadband infrastructure is the worst in Europe now..

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