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 7457 customer ratings since 2020-05-12 (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.

3,777 Customer Reviews over 95 pages

  • Reviewer
    Location
    Bracknell
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Have been with Virgin for over 10 years, and in general have been very happy with them. Their broadband speeds and reliability are very good. I recently moved to a different property and engineers came out within a day to hook me up, and the engineers are always very polite and competent. Experience on the phone ranges from excellent to awful.
    However, the speeds I am now getting are less than half of the advertised speed at the router - I'm not sure if this is the new property of due to increased stain on the network during lockdown. Virgin's prices are very high and they make it very difficult to reduce your bill by removing services. You are also denied the good deals offered to new customers, meaning you are penalised for loyalty.
    Because of this they are forcing me to try a different provider, even if this means lower speeds or less reliability.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    After being with Virgin for over 15years and in the last 5 years {after upgrading equipment}I have had nothing but problem after problem with this company so much so that i actually feel my blood pressure rising every time i need to call them and then blood pressure through the roof every time I speak to them! However today I had to call virgin regarding being over charged by nearly £300 and after finding out it was a mistake with human error, I excepted it as the gentleman on the phone was sympathetic, kind and very apologetic and for the first time ever with virgin put the phone down feeling confident my issue has been sorted. Virgin you should feel ashamed that your overall customer service ratings are so very poor!Perhaps Brad from your Teeside Branch would be better suited to your company training your staff how to deal with your clients in a highly professional manner as that is what he was in every way and such a asset to your company!
  • Reviewer
    Location
    Brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    We have been having trouble with the Internet connection all day long. It is still not fixed. The engineers are seemingly on the way.Very disappointed with the service.
  • Reviewer
    Location
    Derby united kingdom
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    after speaking to my broadband supplier the speed miraculously increased to 17meg on a 20meg paid for service - However it is useful to point out that this is "Throttled down" during peak periods- approx 6pm to 11pm evry weekday night
  • Reviewer
    Location
    Stoke on trent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      5 stars
    Comments
    Generally there are no problems with the broadband but once something goes wrong it takes days to get fixed....at 11:30 at night the internet just got disconnected and after contacting the customer service all they said is that it will be fixed next day by 4 pm. They never said what the problem was. At 8pm i tried to contact them and the automated service told me it will be fixed next day at 12 :30 but somehow i highly doubt that. Terrible customer service they cant be bothered to send an email telling us why or what they are doing to fix the issue, i have to keep chaing them. Even though the distruptions dont happen often once they do it take days to fix it, i had similar problem with the same provider before as well so i can say from personal experience that its not that uncommon
  • Reviewer
    Location
    South Glos
    Reviewing
    Virgin Media
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Been with Virgin media just 3 months. Every month I have had to call them as they are billing me £34 when it should be £29. Every month been told they are sorry and it will not happen following month! Takes on average 30 minutes to get through on phone. Waste of time!
    Was with TalkTalk before and had no problems at all. Wish I never changed, will be leaving when contact is up!!!!!!!
  • Reviewer
    Location
    wolverhampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Ive been with virgin for 4 years now and the only real issue i have is the broadband goes down for maintainance sometimes for long periods and they still charge you for it, but i have the 100mb package and i get well over that around 123mb-150mb without fail and i have moved house 3 times, Their Tv and phone service is not the best still pretty slow even with the new tivo box, skys tv is much better, they came and laid brand new cables to my house without asking, and the customer service do try and help as much as they can, they will always book you an engineer if they cant solve the problem, if youve been with talk talk or any other cheap provider then you know then struggle, virgin is by far the best for broadband in my opinion
  • Reviewer
    Location
    Rugby
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    My ISP is reliable and although I don't get 20mb (I get 18.1mb) but the speed is more than acceptable for the work I do on my PC.
  • Reviewer
    Location
    Southampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Record every call!
    Such a shame when the excellent broadband fails and you have to speak to a customer service representative, after a 35 minute wait the 1st rep just hung up on me during booking me a technician appointment. 2nd one immediately upon requesting his name and reference number he just gave me a name and said everyone in India faults knows him!
    Third time I recorded the whole conversation and got a plausible answer and a complaint ref no:for a refund of loss of service
  • Reviewer
    Location
    Sunderland
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Ive been with virgin media for around 10 years now and yes had the odd problem with internet connection but nothing too major. Only have broadband with them though. Maybe just been lucky with all these bad reviews.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Really enjoyed being with Virgin, they managed to set me up in my new flat before I had even moved in which was awesome. Just bought a new apartment so moving out and because they don't service the area (still in the city center...) they are charging me to cancel my contract. While this is total BS because they can't deliver on the service/contract and I can't take them with me, what really was a bad joke was the upsell! After telling me I had to pay to cancel the customer service rep tried pitching me a dongle contract, mobile contract and suggested I tell my friends about virgin so we both get 50 quid! haha unbelievable. Aside from that bad joke of disconnecting early, the service was brilliant, super fast internet at a reasonable price.
  • Reviewer
    Location
    Seaforth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Had to switch to Virgin Media very recently from Sky as I moved to a new area I found that Sky and even other Broadban Providers could not offer more than 11mb However by going to Virgin Media on their Broadband only package I was able to opt out of home landline as I never use it and went for 100mb Broadband. I must say for the money you get a very good fibre optic speed.
  • Reviewer
    Location
    Cambridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I have been with Virgin Media for some years. I have found the internet reliable enough, however the engineers can be a little hit and miss when you have a problem. Recently I had a complete phone outage the dug up the whole line to my house only to discover it was a faulty connection in the cabinet. Internet connection is as advertised, Virgin Phone is expensive if you have the M package (at least a 10p connection charge) but I use Vonage so no problems there. TV is also ok but the box is buggy around midnight (I assume they are doing upgrades.) While this may sound like a poor Review my grandmother has Talk Talk, my parents Sky and my Aunt BT and it seems no matter what company they are all as bad as each other. So for me it is better to stick to the devil you know.
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    overall pretty pleased with the service although sometimes customer service is a little poor and cant understand what they mean and i'm finding that in the evenings my broadband speed drops to as low as 1 Meg
  • Reviewer
    Location
    S Derbys
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    It's a commodity. It should work well 7 fast 100% of the time to be adequate.
    Good customer service, clear billing, easy website, etc are potential differentiators and this is their failure.
    Customer service is v v bad.
    After a power surge that killed the router, it took me 1hr 20mins of hanging on the line waiting to be answered before I could get through to someone who could send me a new one. Will switch as soon as my contract expires.
  • Reviewer
    Location
    AYLESBURY
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Reliability seems to be improving. Current levels are very adequate. We have 200 Fibre service. Get from 10 to 45
  • Reviewer
    Location
    Redditch
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Quite happy with almost 9meg download speed as we are in a rural location. But upload speed is poor by comparison. Luckily we don't do much uploading.
  • Reviewer
    Location
    Macclesfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    By and large no major complaints. 30-100 mb download speeds over wi fi however no real pattern to fluctuations in speed ie (doesn't matter if its peak or off peak) will point out to any sky customers who are thinking of switching I do find the HUB3 wi fi coverage inferior to sky's. You probably be using your data when sat in the garden.
  • Reviewer
    Location
    Bracknell
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The only problem is that their antivirus is not available on Win 7 - (Yet)- when it is then this is the only supplier to be with.
  • Reviewer
    Location
    Wakefield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Been with Virgin since 2009. It has cost me £6618.20 in fees for TV, Broadband and telephone. They now want £130 disconnection fee as we are moving house, taking the grand total to just under £7000. The broadband speed and service is pretty good in my area. They have said putting cable in my new street, which is less than a mile away is 'not a priority'. They put your bill up a few times a year and if you refuse to pay, they put you on a new 12 month contract, which is where my problem arises. I don't want to leave them, but have been forced to. Please be aware that if you make changes, you will be given a 12 month contract addition. REFUSE at all costs.
  • Reviewer
    Location
    Blackpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    We have the big kahuna package and the Internet connection is great and worth the money in that respect. As for the stupid remote- it's an utter nightmare!! You try using you tube- I swear, it makes you want to put your foot through your own tv!! Couldn't be more painful, it's slow and doesn't reckognise what you're typing, it doesn't do the space between words when you do it, it adds letters.. All sorts!! It makes the money paid become unworthy because you get that angry that you can't cope!! Please sort it out!! It makes me want to actually cry!!
  • Reviewer
    Location
    SOUTHAMPTON
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Very few problems and the call centre if I need it are always helpful. I can't see why I'd change and risk another provider like the over-priced BT.
  • Reviewer
    Location
    HORNCHURCH
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Speeds are good and consistent, I have M350.
    Reliability is very good (I think I have had 2 outages in ten years, both fixed within a day).
    The engineers are great - friendly, efficient and punctual.
    Customer service is AWFUL! If you need to call them, take a comfy seat and get a cuppa first - you are going to be waiting on the phone for an hour or more and the person you speak to is unlikely to be able to do anything. My phone line stopped working months ago and I haven't been able to get anyone to fix it although to be fair I never use it any more anyway. Still, I am am paying for it!
    Moving house soon, will keep Virgin because there is nothing faster and I like fast!
  • Reviewer
    Location
    Leighton Buzzard/Luton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    UK£50 off your invoice for referring a friend? :(


    Rather poor service and reps lack information to the customer's advantage?

    I recommended a friend to take on Virgin Media Broadband + Phone. I tried to get information on the site, but had certain problems with my various requirements for the friend.

    To my surprise a Virgin rep turned up when I was at their house and signed up the contract. Actually when I told him I recommended the person, he never mentioned about the UK£50 credit to my Virgin Media Account.

    Tried nearly two days to get any sensible reply to my many telephone request about the scheme and could not find a department that could help me with the inquiry, not to mention the repeatedly times I had to go through all the data clearance when I got transferred.

    Eventually getting through to a person who told me straight forward.

    TOUGH LUCK, UNLESS YOU ORDER VIA THE WEB (ON LINE ONLY) NO WAY OF GETTING THE UK£50.00p CREDIT TO YOUR ACCOUNT.

    THANKS VIRGIN....... Considering I have been using Virgin (Mobile) since 1997 and then the Broadband when NTL was taken over. NOT A HAPPY CUSTOMER ANYMORE.
  • Reviewer
    Location
    Carlisle
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    This is a review on behalf of my parents , this service is in their house i have talk talk and have left a positive review of my own for them.

    PARENTS BEEN WITH VIRGIN just over 2 years now but had the service with various comoanies who have all been taken over since 2003.

    The speed is fine they get what they pay for unless it breaks.
    Its expensive for what it is but mum wont have a sky dish and they dont like change , i keep the virgin package for them mainly because my dad can work it more or less.

    the rub with virgin is service now i have said above my own service is with talk talk and they get terrible reviews but my experience has so far been positive , but virgins service is a joke.

    The service tv , phone broadband breaks entirley od partly on a regular basis , its not unusual to have no internet and or phone for several days and they wont tell you you find this out yourself.
    the last time the phone had been off a week myself and my mother tried to point out the need for a housebound couple in their eighties one on crutches the other in a wheelchair to have a working phone line.

    The staff dont seem to care its a shame as the service is good if expensive when it works but its not working a lot.
  • Reviewer
    Location
    St Albans
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Somewhat astonished that every broadband supplier listed on this site attracts more negative comment than either balanced or positive comment!

    I've been with Virgin Media for many years. I buy all three services (broadband, television and telephone) via cable/fibre from Virgin Media. Virgin Media inherited my account from NTLworld.

    Overall, the broadband package serves its purpose reasonably well. Up to now, I am a relatively light user of broadband - emails, surfing, the occasional streaming of DJ-less radio on Sunday - but am starting to think about replacing the television with on-line equivalents.

    Occasionally, I work from home. In the UK morning, I can establish a VPN connection with my UK office, and the network connection is almost as fast as being physically present on the UK office network. The UK office broadband connection is also provided by Virgin Media (corporate connections). Between about 1pm to 5pm UK time, although the speed of the VPN connection slows, but non-VPN traffic continues to run at a useful speed.

    However, over the years, between 5pm and 7pm UK time, the broadband connection sometimes fails for up to 10 minutes at a time. Sometimes, the modem remains connected, but reports no IP addresses. At other times, the modem reports no connection at all.

    I have complained to Virgin Media about this issue before. The usual response is to swap the cable modem and check the connection strength. This shows some willingness to show the customer that Virgin will seek to fix complaints, but swapping modems doesn't solve any server-side DNS/DHCP issues, neither will it overcome any traffic management policy (if any exists).

    Virgin does not offer an instant service level agreement. If you have a problem, Virgin will do through some basic checks before arranging home visits. Home visits frequently need to be booked one week in advance (in my experience), and you'll need to trash a day of paid-leave, or a weekend, or throw a sickie, for an engineer to arrive between 8am to 6pm, then do 15 minutes of work (typically swap the modem and test it). In all cases, engineers visiting home have left only when the service has been restored.

    I have more issues with the television service than the broadband service. My main issue with the television service is that Virgin, like everybody else, resells only bundles of channels. Nearly all the channels you can buy are funded by advertising. If the advertising can fund the channel, then why I do need to pay to receive this said channel of advertising? What exactly am I buying here?! The advertisers should be paying me!!! To be honest, it's an issue for the Competition Commission. However, with improved broadband speeds and the reliability of cable broadband, it might be possible to stream on-demand items from the BBC and do away with the television service altogether.

    Something to talk about in 2014!
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Generally pretty good but for some reason very very slow with problems when it rains
  • Reviewer
    Location
    Leicester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    very expensive to have. I pay nearly £85 per month . I am thinkinmg of swiching to sky tv
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Broadband reliable and fast. Downside is when you try and leave ots very hard, they refuse to beat other providers until you are half out the door and then suddenly they can do a reasonable price. Just had to cancel after 18 months as a customer, due to moving home, get charged £160 cancellation fee and £40 postage charge to return the router.

    Ruined the experience. Will never return.
  • Reviewer
    Location
    Amersham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Just had new home hub installed to solve my ongoing connection problems via Apple airport. Engineer showed up on time, sorted it in five minutes, tidied up after himself and set up all my devices for me. Very happy with the service today.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Good broadband speed, occasional disconnections resolved by going to sleep, restarting the very old router or just waiting. Nothing major anyway. However, what majored without any shame is the bill, paying £43 for using exclusively the broadband (SuperFibre 50). No respect for current customers (so common among IPSs...) being with them for over 4 years. I hate changing every 12-18 months but it seems that this is what they want although I can't comprehend what do they gain. I simply want a reliable broadband for a decent fixed price. Why is that hard? :(
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Good broadband speed, occasional disconnections resolved by going to sleep, restarting the very old router or just waiting. Nothing major anyway. However, what majored without any shame is the bill, paying £43 for using exclusively the broadband (SuperFibre 50). No respect for current customers (so common among IPSs...) being with them for over 4 years. I hate changing every 12-18 months but it seems that this is what they want although I can't comprehend what do they gain. I simply want a reliable broadband for a decent fixed price. Why is that hard? :(
  • Reviewer
    Location
    West Sussex
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    My reason for grading the reliability on 3/5 is because I have had sporadic / buffering broadband for some time. However on Monday I decided to call Customer Services. They checked the service and immediately booked in an engineer, who came this morning. He was kind and helpful, couldnt do enough to help me, and was lovely to my nervous pooch too! He upgraded my box, and gave me a cable for the Now TV box I had recently purchased. My experience of customer service from Virgin has been 100% excellent! Thank you to both those I have dealt with at Virgin media.
  • Reviewer
    Location
    Chorley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Good broadband, let down by appalling customer service. Expect billing mix ups, bill increases shortly after agreeing a bill amount, long waits over 30 minutes transfered between departments to talk to someone in a far away lanf who speaks in an accent that atleast I can't understand. Would be a good company if not for there shockingly poor customer service. I will avoid in future.
  • Reviewer
    Location
    Northampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Moving into a house at uni last september I decided to look for a deal I could afford, and came across this Virgin Media student deal at £20 per month for 9 months which I thought was perfect as I didn't really want a 12 month contract, plus shared between my housemates I'd only end up paying £45 for the whole 9 months. On top of this, the installation and router were free, so brilliant, saving myself around £80 (I even have a printout that states installation and router were free).

    So after a couple of months I receive an e-mail saying that I need to pay £100, and when I look into it they are asking me to pay for the installation and router.
    I say to them that the reason I went with you on this offer was because it was so reasonable being £20 p/m and free installation etc, but when they looked into it they had "no history of this deal".
    They have still not given me back this money and are denying that this was ever in the offer, even though I have evidence that that was what I was paying for! >:(
  • Reviewer
    Location
    luton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Be very careful with your bill. They just hit me with a price increase not priorly informed of.

    I have just a broadband package which states a set price for 12 months with an installation fee. There was a general price increase on November 1st which I did not receive confirmation of nor is it in my contract that my introductory plan was subject to any increase. Low and behold, my latest bill goes up by £2.99 a month.

    Their online chat service is never available, there is no availability of the previous contact with customers online nor could I find any such confirmation of an increase.

    I called Virgin media today - the lady talked over me, told me a confirmation had been sent but she could not provide that email confirmation to me and then told me to stop being rude. I have lost my voice, so was unable to raise my voice in any way; I was explaining my situation when she just cut me off saying 'I'm going to just put through to THE TEAM'. I was already on hold by the time I got through to what was actually the retention team.

    I spoke to Sarah there, who rectified the problem and gave me a credit of the £2.99 per month until my contract expires; so all worked out in the end - I assume a glitch in the system that means even us 'new favoured' customers get stung and they cash in on those who don't notice or check that they shouldn't get an increase.

    With this in mind, what they're doing here is illegal. A notice must be given of any increase and it must be stated in the T&Cs that price increases are allowed on introductory offers, neither of which happened here.
    Had I have not checked my bill regularly and noticed this discrepancy, contacted them myself and specified my knowledge of the law, I would have just been charged more - who knows how much more I would have been charged going forward.

    This company has the monopoly in my area, I was with a previous provider when I moved here and couldn't get more than 1MB download speed so I do not have a choice but to go with VM. This makes it very difficult to be a consumer and action my right to pay to be with a fair and trusted company.

    If you have a problem with your bill, don't call the normal number, they won't help you. The retention team can be called on 0800 052 8310.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Broadband speed and quality is good! However, the customer services is very poor! There’s no way to terminate the contract other than by phone call, we need to know why we cannot cancelled it on the store?!

    Additionally, on the phone line, they asked repeating question, my phone called was 25 minutes! For one simple enquirery, didn’t even complete it! (The lady hanged up!)

    Also, somehow the lady was asking for my sort code, sort code is okay but she stated ‘the code on the back of your card’, I don’t why she’s asking for that but I will not give out that information and I hope everyone that is reading this to keep their security code to themselves no matter what.

    Overall, I hope they will provide more staffs that can deal things professionally and be aware some of the staffs need more training as they just hanged up on me and she put me on the wrong contract termination date. (which I’ve called again for another 10 minute.)
  • Reviewer
    Location
    Croydon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    This customer service...... Should be 0.

    Still waiting for email.

    How long they answer for complain half year?
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The fibre optic speeds never reach 20MB which I have paid for, but averages between 10-13MB (download speeds) but about 10MB over wireless. It is expensive for the speed paid for. Should be cheaper by £5 or so per month. Reliability of service is not good as BT but of a sufficient standard that you live with especially if you have to work from home sometimes.
  • Reviewer
    Location
    Kent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    fast & reliable Broadband.

    Utterly appalling customer service when there’s a TV problem.
    Very slow and staffed by muppets who’s only idea is to restart the box.

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