Virgin Media 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
    3.1 stars
  • Customer Service
    3 stars
  • Speed
    3.1 stars
  • Reliability
    3.1 stars

Based on 12472 customer ratings since 2018-03-24 (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.

2935 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
Disgusting customer service most repulsive people we’ve ever had the misfortune of dealing with.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newcastle upon tyne Virgin Media  
The worst company our family has ever dealt with bar none!
We have told everyone to steer clear of these sheisters. They should wear a mask for trying to rob you !
Unprecedented increases, poor viewing, crackle telephone and an absolute disregard of the customer.

Happily we have warned close people and now you can also learn to avoid them . They are evil.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Romford Essex Rm5 3ax Virgin Media  
Been with virgin media over 2 years now and I can't fault them...I've only had problems with internet twice and both times they sent an engineer out to me within 24 hours in fact this last time I rang them at 10pm last night and without hesitation engineer will b sent to you 2moro between 8 am and 12 pm...problem solved within 14 hours....never ever had that with sky I used to beg for an engineer as broadband terrible but they always refused....so big shout out to virgin...credit where it's due and thankyou for your prompt efficient service
Tracy webb
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Harrogate Virgin Media  
The VM 'customer service' phone line is pretty abysmal. In mid-December 2018, I requested (via web chat) that my package be downgraded. I was informed that it would be done by mid Jan 2019.
This didn't get done and I continued to be billed the original amount. I called VM media in late Feb 2018 to inform them about this. I waited around 10 mins in the queue, and eventually spoke with an advisor in an Indian call centre. I informed her of my problem and during the call I was put on hole twice for around a minute each time - whilst she discussed my case with a colleague. After the second hold, and without being informed, I found myself speaking with another advisor (in UK/Scotland based call centre, judging my the accent)...who started by asking me why I was calling and going through the same security questions that I had already been through with the first lady! I explained it all again only to be told that I would be put on hold again for around 5 minutes whilst *she* discussed my case with her manager. I complained about my experience, about being bounced between advisors and having to provide them with the same information repeatedly.

On the plus side. I was assured that my account changes would be applied immediately and that I would be refunded the amount that I had been overcharged. Also, the on-hold music doesn't feature the usual and infuriating 'your call is very important to us...' looped message. In a way this is probably an accidental admission that our call is in no way important to VM and they would rather we didn't bother them at with our problems.

VM are no probably better or worse than their rivals or corporate entities in general, who view customers as an unwelcome nuisance to be treated with contempt.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
slough Virgin Media  
I initially started my order with Virgin on 11th Nov... After terrible service my order was picked up by the Managing Directors Office and Lisa within it. Lisa said she's take me on a "Journey" and would get me Internet! on 27th Feb I still have no internet. Virgin has kept me waiting whilst they send my "pack" for the "civils" (digging up) to Finance, they've then applied for a Wayleave to Bradford Council when it should of been to my landlord as they are digging up his drive - despite having a site visit. They then sent the Wayleave to my landlord - didn't wait for him to sign and dug up the drive without his consent. After I called Lisa to inform her of the boo-boo she then tried to persuade me to inform him and get him to sign the wayleave, then said Virgin's stance wasn't to admit to mistakes. At this point I told him. Lisa then asked if she could shut the complaint down - I said no as we still had no internet. Once we had consent from the landlord I was told "the order manager would contact us" - this was from Lisa. I asked for the order managers contact details, she refused on multiple occasions and called me abrupt. Don't think we are buds anymore. I have had zero contact from the order manager.
I have since reverted to calling my illusive sales guy, Matt - who after accepting 2 calls is now ghosting me.
However I did get through to the order team in Bangkok, or somewhere similar. Who have said the "civils", digging up, isn't complete and they have bounced this back to finance to see if there are even doing this job - despite digging up the landlords drive!!! Also there is a delay on finance replying as this pack was sent to them on the 13th Feb!
No one at Virgin has a clue what's going on! So messaged my best buddy Lisa - got an out of office reply. Spent 30mins trying to speak to someone else in the Directors Office, only to be ghosted again.
Feel like a side chic on Valentines Day
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bradford Virgin Media  
The service has been intermittent for the past couple of days.
We've been informed that due to more customer usage and subsequent outage issues. Virgin will need new upgrade the cables in the Enfield area.
Apparently this will not completed till 12th June!
We have been with Virgin for approximately one week!
Why were we not informed prior to signing up??
The customer service has been absolutely shocking!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
I joined up for the £27 per month offer with a £20 setup fee. My first month I was charged £108, then every month after £47. I've contact them twice to rectify this. Both times I was told my billing would be amended but 5 months on and I'm still being overcharged and I've not received any refund for the excess charge. Also, although the internet is adequate speed, it's nowhere near as fast as advertised, and has cut out on a few occasions
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Exeter Virgin Media  
We've had an 'intermittent' service since November 2018 which has meant I've been unable to run my business reliably from home. Customer Services are unable to shed any light on what the problem is and when it will definitely will be resolved. Each time I contact them they move the goal post. It is still ongoing and it's now end of Feb 2019. Some days it just doesn't work at all! Have wasted so much time calling Customer Services, waiting on hold, and ultimately being told to call an 0800 number for service updates! We pay for 200Mb 'super fast broadband' - I don't think I've ever seen a download speed of more than 80Mb which to be honest is extremely rare! Usually around 30Mb on a good day. Time to shop around and go elsewhere..........
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
When something goes wrong it is extremely difficult to contact anyone to get the problem resolved. Even the Customer Service Director refuses to give his phone number or e mail address. They give rebates to make up for their appalling service but the service continues to be appalling. It took 5 monthe to resolve my first problem. I cannot believe they are still in business. Don’t switch to them, use anyone else, because if anything goes wrong you’ll have a nightmare dealing with their electronic systems and Indian call centre operatives.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Derbyshire Virgin Media  
Virgin media is the worst company I have ever met on the Planet. I have had my broadband service interrupted so many times and when you call the useless call centre they are in a hurry to rush you off the phone. They need to stop using those terrible call centres. They are impatient unhelpful and totally useless. Do not make the mistake I made. Rubbish broadband service, even worse customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
NWOKEJI Virgin Media  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

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