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 7862 customer ratings since 2020-04-16 (Show all time ratings)

Visit Virgin Media   Read our Virgin Media buyers guide

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.

3,750 Customer Reviews over 94 pages

  • Reviewer
    Location
    Cheshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Reliability
      3 stars
    • Speed
      2 stars
    • Customer Service
      1 star
    • Satisfaction
      1 star
    Comments
    I have been with many ISPs over the years and Virgin have been by far the absolute worst.

    All customer service is outsourced to India apart from one department, customer retention. The only time you get to speak with someone you actually understand is when they're hounding you to stay with their god-awful company.

    Virgin's prices are awful and have jumped at the chance to profit off people's situations during the pandemic with ridiculous late fees and refusal to help their own customers.

    Given how terrible they are you'd expect them to go out of buisness, but that's where the nail in the coffin really comes in. If you've been with Virgin for over 12 months which is the length they get you to go into a contract with them for, BT disconnect you as you're not using their services anymore, meaning if you wanted to go with ANYONE ELSE other than Virgin, you'll be paying £50-£150 to do so, which is how and why Virgin can get away with such awful service. They rely on fresh meat that don't know how bad they are to fund their scummy practices and make it expensive and difficult to leave them when you find out.

    Hundreds of pounds later I'm back with Plusnet and I couldn't be happier to be away from Virgin, they are to be avoided at all costs.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Virgin Media
    Date
    Ratings
    • Reliability
      1 star
    • Speed
      1 star
    • Customer Service
      1 star
    • Satisfaction
      1 star
    Comments
    Horrendous in every way possible!

    After being kept waiting on the phone for 28 minutes and explaining the constant issues with the broadband service dropping out at least 5 times a day everyday, I was told there was an intermitten issue which was low priority. Passed to other departments where the calls were cut off multiple times. After reporting the issues to different departments daily,I was told ther were no issues reported to do with my account and called a liar.

    Absolutley scandalous the way that you are spoken to on the phone, any issues you have are low priority, passed around from pillar to post and no one is willing to listen.

    Customer service is none existant, constant nuisance calls on the phone line and when we finally had enough and wanted to disconnect they asked for £160 disconnection fee plus 2 months worth of bill.

    Virgin Media is the worst company I have dealt with please feel free to join their service if you want service provided by clowns and extortionists. Would rate them into minus figures if possible, they are a service you really want to avoid.
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Poor customer service, spend hours trying to get through then passed around to people who have no idea what they're talking about. Cancelled contract but still been charged, one person says phone line still active on phone for another 3 hours only for someone else to say broad band was still active, even though they phoned and offered me a better deal, before the contract was ended. Received emails to give feed back on leaving, now have to wait another 30 days...even more expense for a service I no longer use. I WOULD NOT RECOMMEND VIRGIN IN ANY FORM TO ANYONE. The most unhelpful and useless company I ever used.
  • Reviewer
    Location
    Peterborough
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Compared with BT, the speed and reliability of the broadband is good, the bad things are the prices going up and up, great difficulty in getting through to anyone by any means, phone, message, all are terrible. People who eventually answer are reading from a script so cant get anywhere. They got my name wrong from the start. They keep cutting the service off since I started working remotely and calls have risen sharply. Clearly just moneygrabbing, couldnt care less about anything else.
  • Reviewer
    Location
    Stoke Newington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DO NOT PURCHASE INTERNET WITH VIRGIN!!!!!!
    They are a bunch on money thieving scammers and have 0 customer service.
    Got our internet in December and paid for our first month, tried to log into our online account and it says our account doesn’t exist. Second bill comes out of my direct debit so no contract sent to us, no bill, no online contract. I called and spoke to 4 different advisors over a 2 hour period they told me the same deal that we hace access to our account blah blah blah. They finally checked the email and they had put a totally different persons emails in my login which is why I wasn’t receiving anything. This had now been “fixed”, third month no email, no bill, no contract and still could not get into my account. Meanwhile the internet was appauling! It was running at less than half the speed it should have, would not reach the top floor (was promised it would) and drops out if more than 3 people are on it. Tried calling again was on the phone for an hour, was told they can’t send anyone out to test it until I verify my online account. Is this the same account that I’ve called twice about? And have tried chasing for the last 2 months?
  • Reviewer
    Location
    Dartford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I did call them many times regarding my slow speed issues, they asked me to reset the router and I did so but having the same problem.
    they said they can't improve my speed even I am supposed to have 100mbps and now having between 2mbps to 20mbps the speed is up and down all the time. I also did request with them to send an engineer at home when convenient and fix the issue but they refused to do so saying they can not see their device fault. Then I told them I am not happy with the service and request to cancel my contract but they said I have to pay early termination charge. I am suffering from the last five months with this issue and facing mental torcher. Thank you.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Absolutely bloody awful since July, they obviously have a massive problem and they do not seem to be able to do anything about it. Have been with this provider for 20 years since they were cable london then blueyonder. If I was not in a contract I would be getting out as soon as possible. Once this contract expires will be looking at alternatives, reliable alternatives. Their customer service is bloody awful, actually got dropped into a call by the indian callcenter with their english counterparts where she was telling her colleague no point explaining the problem to me as 'I wouldnt understand'. Incredible.
  • Reviewer
    Location
    Harrow
    Reviewing
    Virgin Media
    Date
    Comments
    I had VM fitted in April 2020. Sinçe May 2020 till todate 24th Aug 2020 I had problems with broadband. It seems that Virgin Media are falling down in their services. Also they cannot provide the engineer to come and check the issue. Kids are at home wanting to watch their favourite programs, which they cannot. We cannot work from home. I feel Virgin may be facing financial problems. I would not suggest anyone to go with VM.
  • Reviewer
    Location
    BRIGHTON
    Reviewing
    Virgin Media
    Date
    Comments
    I have lived in my house for 18months now and I have never had over 70mb speed and it always crashes. And I'm paying for 500mb
  • Reviewer
    Location
    Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin Media are fraudsters, AVOID!

    Virgin Media fraudulently signed me up to a new contract without my permission and then tried bullying me into accepting the new contract by making it virtually impossible to cancel.

    They also threatened me with legal action if I didn't pay what they said I owed. I eventually managed to have the contract cancelled after hours on the phone.

    This is disgusting behavior and I wouldn't recommend anyone use Virgin Media. They used to be such such a great company.
  • Reviewer
    Location
    harrigay
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Would definately NOT recommend anyone to sign up to Virgin Internet. Internet does not work at all. Every time there is rain (and it rains a lot in London), internet is down and takes ages for the problem to be fixed, customer service is aweful and waiting times to speak to someone is on average 40 minutes. If you want reliable service or to pay for something that you can usually use AVOID Virgin Internet by all means.
  • Reviewer
    Location
    MANCHESTER
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible Customer Care!!
    Called on July 16th and agreed a new package instead of leaving.
    Received a mobile sim as part of and cancelled my contract elsewhere and ported number over. Didnt receive my new hub so called again to double check - yeah all fine should arrive soon.
    Still no hub so called again - Sorry Mr Gavin we cant give you the deal we agreed!
    Not only that but they put my normal bill up from £53.99 up to £89.39 with a new activation fee and package change admin fee!
    Asked for a call from complaints multiple times - apparently they sent me a letter 17 days ago that never arrive and nobody has even bothered to call me.
    I've called them at least 8 times to chase the situation and nobody seems to care.
    I was promised a call yesterday within 2 hours - its now been almost 24hrs and no phone call.
    Best part is... i know someone on the exact package they say they cant give me. I've been a loyal customer and referrer but this has ruined the brand for me.
    What a nightmare, i think i would get better customer service from Sky, NowTV, BT etc... Virgin you should be ashamed. DIRECT DEBIT CANCELLED!
    If you cant even bother calling your customers who are unhappy, lets see how quickly you call for your payment!
  • Reviewer
    Location
    Gatley, Cheshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Until July of this year, Virgin Media broadband was a reliable service.

    However, there was a period throughout most of July in which there were regular outages, not only for us, but also generally in the local area. We have discussed this extensively on Facebook.

    When I managed to speak by telephone to someone at VM, I was told that they had identified a fault locally on 7 July which would involve intermittent (meaning there would be no financial compensation!) losses of signal until 24 July. This sounds like quite a fault if it would take 17 days to address. Apparently, others locally have spoken to VM by telephone and have received various possible explanations of the losses, indicating that the customer service people don't have a clue of what exactly is going on!

    A loss of service occurred again on 3 August, then again on 16, 17, 18 August. It seems that there is now likely to be a regular series of such 'intermittent' faults.
    The same thing has happened twice already today.

    I have now written to VM Complaints in Sunderland three times, the first on 24 July. None of my letters have been replied to!

    Not only is this a disturbingly regular loss of internet service from VM, especially when I rely on the service for external security camera recordings, telephone and Fire Stick TV reception, as well as general computer access to the internet, but their customer service is absolutely appalling.

    As VM are failing to respond to my written requests for information, I may be obliged to contact OFCOM for further advice.

    VM seem concerned more about boasting of their high speeds (100 Mbs here, but 50 Mbs would suit me), yet failing to supply a reliable service.

    Finally, I look forward to the possibility that a different company may eventually offer a competing fibre service in this area, as I would certainly move to that company. In fact, I'm sure they would make a killing around here.
  • Reviewer
    Location
    Sheffield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    An absolute joke of a company. As new customers we were exploited by the companies incompetence. Our installation was pushed back by 4 weeks, 1 week after 2 weeks of waiting, then a further 3 before we cancelled. After asking numerous times about the issue, we were given the vague reply of 'technical difficulty' and it took speaking to 5 different members of staff before we got an answer. They continued to pass us onto other members of staff in the hope we would give up and not cancel. The texting service is also very unreliable and the staff are extremely unhelpful. I have 0 intentions of ever getting a service from Virgin Media now and will discourage friends and family from choosing them over literally anybody else in the future.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Absolutely abysmal experience! Do not use!

    We needed to transfer account from flatmate who's leaving, we called VM and was assured same package with same cost at £26 per month can be transferred over to me, except must start another 12 months contract and pay transfer fee of £20, which we accept and invoked the transfer. When we received VM email confirming transfer complete with new account number, we logged on website to set up online account and ddm, but VM website says A/c number wrong, and requested Area reference which isn't stated anywhere!

    We called, wait in queue for 25mins, answered, told new account number not coincide with my name, cannot proceed, refused to help further!

    Then received email from VM with my first invoice for £52 per month, not £29! Called, waited 43mins, told it's new monthly total, previous monthly total £26 cannot be transferred, we explained that we were told same package at same price can be transferred by VM, but VM customer service will not budge.

    On opening the first invoice, I found my correct 9 digit account number and area reference, so I tried to register an online account, but this time, VM's website says, an account has already been set up for my NEW account, and it was in the name of our previous flatmate, even though he was on a totally different account number! So I still cannot open on online account!

    Luckily when I emailed my application to apply for transfer, I was concerned that we only had a verbal assurance from VM regarding retaining the £26 monthly bundle cost, so I had mentioned in my email that I'm applying for this transfer based on the assurance that its the same package at the same price.

    We called again to try and lodge a formal complaint, waited 30mins, call automatically dropped. Called back, waited another 45mins, answered, and as soon as I stated we wanted to make a formal complaint, the call was dropped!

    As advised by local council consumer services officer, we've sent in a formal written complaint, as we've given up ringing their customer service, and cannot use their website form as it requires an online account which VM's system is unable to allow me to register.

    Entire experience have been stressful, but more bewildered as to how a supposedly professional company like Virgin Media could have such an unprofessional infantile customer service, and after persistently refusing to reply and broken promises, VM alleges we're late in paying our bills, so now imposing late charges etc and has terminated our service, thus rendering us in serious position of not able to work from home! In desperation, we called VM, waited over 50 minutes in queue, spoke to "customer service" who sounded very emphatic, says will take ownership of our complaint, truly understand our case is urgent, will escalate and Manager will get back to us within two hours"
    That's two days ago, still no reply whatsoever!
    Have filed complaint with CISAS, the official ofcom regulator, but as this process is going to take weeks, guess VM is using this tactic scam knowing most desperate users, especially those working from home in this CV19 period, would cave in and pay up!
    How our current system allows such inconsiderate corporates to take advantage of our national plight is beyond me, we will definately not be using this company again and would strongly NOT recommend Virgin Media, shame it's another British sham ...
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've had an incredibly bad start with Virgin. I called weeks in advance to set up the wifi in my new place to avoid being here working from home without wifi. I received a weirdly garbled text from Virgin late on a Saturday night that my Monday installation was being moved back nearly three additional weeks later. I got repeat messages -- one a day after the original installation date and then the same message two days after -- telling me that the external work had been completed. However, when I called to try to move my installation date earlier, they could only move it 1.5 days earlier. The customer service agent sounded like a robot just repeating, "I'm sorry but we have no availabilities sooner" even when that wasn't a response to what I was actually saying (I heard them the first time). It feels very clear to me that they don't care that it takes them SIX weeks to set up wifi, which is an utterly absurd amount of time. If there are not enough availabilities for engineers to set up wifi for customers within six weeks, they clearly need to hire more engineers because right now they are providing apalling customer service.
  • Reviewer
    Location
    Worst Customer Experience I can remember
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    The worst customer experience I can recall in a very long time. Unfortunately for me, it's still not over.

    For weeks now I have been trying multiple times a day every day to cancel my rolling/flexible contract. I’ve been trying their two registered live chat options through their website for several hours every day: one for complaints and one for moving home. I’ve not had a response on either. These efforts have burned hours out of my days waiting and chasing for any kind of response.

    I’ve called their registered phone number and its automated message tells me I have to use the aforementioned live chat forums.

    I’ve even messaged them on Twitter, Facebook and Instagram; all without a response.

    A horrible experience and hours lost for what should have been an easy task.

    Their Virgin Media customer service department is either massively incompetent or deliberately making leaving them hard. Both may be true.
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ABSOLUTELY ABYSMAL

    Virgin had our money for over 4 years for 200MB internet charged at £56 a month.


    The low speeds, the drop outs, the hold music, the engineer visits - time and time again.

    LIED to us on every possible occasion!!!. Told us theyd found the fault and "fixed it"... changed the router and "fixed it"...etc etc. Ive just found out that our line isnt capable of 200MB.. (max 60MB)
    Forcing the connection I assume is whats been causing the drop out.

    But the worst is yet to come - I rang to cancel last Thu and they said theyd ring me back. They didnt. SO I rang again the next day and told them the same. They told me my last day of service will be 11th of next month.

    Today - A NEW CONTRACT FOR 18 MONTHS arrived in my email inbox. Completely unsolicited.

    BEWARE!!!!! - It took me 2hr and 40 mins at the premium rate number to speak to someone to cancel it.

    I will never trust them with another penny of my money and am going to seek to have some of mine reimbursed.
  • Reviewer
    Location
    Surrey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    This company is a pile of S***. AVOID. Do not deal with. I signed up for 12 months no issues and broadband was good. Getting out of this was another matter. I have been with another provider for 3 months, and my services were cancelled at the start of June. I am being chased for payments since then even though acknowledged over the phone there have been errors, no one calls me back to resolve, I have to call back every couple of weeks (wasting 2 hours plus each time) when I get chased on debts with threats of debt recovery companies. I will avoid this company for the life of me and will advise everyone I know to do the same. Not worth the headache. Wouldnt wish bad for anyone but this is one company that deserves to go under. Complete utter rubbish. Avoid if you know whats good for you.
  • Reviewer
    Location
    Leeds area
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    This company is a massive Con
    Massive comunication issues. if you want any issue sorted expect to waste upwards of 2 hours on phone either queveing or being on hold. Everything is so micromanaged that its just chaotic. READ TERMS AND CONDITIONS this is the kindo f company that puts questionable things in their T&C's to get away with what is considered illegal by The Consumer Right Act 2015
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Overpriced broadband for a service that is down at least once a week.
    Customer service doesn’t exist!
    I’m paying £70 a month for a 350mb speed and max I get is 40mb!
  • Reviewer
    Location
    Thames Ditton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Dishonest in several ways. When they hiked my price last year I decided to leave then they gave me a deal to keep me. On 28th July I got an email saying basically no price increases until December as they were helping our with Corona virus. Then my bill came in and its gone up by £20 per month.
    couldnt phine so used their chat. in essence they said the email didnt include the incentive , and re reading it , it was very sneakily and ambiguously written . They are offering new customer an even lower price. Then the agent said al other providers are increasing their prices . That is just not true .

    This is not my first experience of dishonesty from Virgin media . Only stayed with them to avaoid the hassle of getting BT line in for conventional broadband.
    The service to resolve this is very slow and time consuming and then no resolution. I shall be moving. Avoid this company if you want to be treated with loyalty and honesty. One other issue was that techincal issues took a long time to fix. 2 weeks in one case .
  • Reviewer
    Location
    Southampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Really bad customer service. Never reach an agent in half an hour via online chat or phone call. Very complex to leaving virgin. Be careful when you think of joining virgin.
  • Reviewer
    Location
    Knebworth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute shambles! 3rd year in row of trying to get to Virgin Broadband. They lure you with good sounding deals and then the installation process begins...!! I was told I would get my broadband on 8th Aug. Just like many other customers, i get a no show and no updates about cancellation whatsoever. I then get in touch with their maze like customer service to get in touch with the right team. And I'm told, it may take 6-8 weeks to get my connection setup.
    a. When they take my house number and postcode they should have a better system in place to understand if they've already laid a cable or not
    b. When they send a pre-installation team to check for cables, ask them to automate a message to the customer about any delays like in my case
    c. Most customers would be looking for an option like this when they are the end of a contract with another provider. 6-8 weeks lead time never helps the cause!

    I'm now having to pay a non-contract fee to my current provider as my current provider contract has run out - all because I was promised installation on a certain date and was left guessing on what's going on with the delays.

    Never going to try being their customer again!

    Virgin account number: 235306102 / Area code: 24
  • Reviewer
    Location
    Newcastle upon Tyne
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Virgin Have disappointed and i will be looking for a new provider when the contract ends.It has taken 6 phone calls and an average wait of 40 mins to get through to Customer services. this should have been 1 call to agree a new contract.
    All 5 subsequent calls were to correct mistakes! Broadband speed is average with my wife on a newer laptop getting 100MB while my device plods at 20-30MB
    Outages on Broadband have increased averaging 2 a week for just short periods over the last 2 months. Virgin say router is working but i think they just do not want to replace it. Have had them do a system check and they say everything is working in local area. to get 5 stars they need to do a lot more for my money.
  • Reviewer
    Location
    Reading
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    The customer service does not listen to me even after making almost 15 phone calls, each time when I get through, they will not listen to the problem but will ask all personal details and passwords etc only to be told that they cannot help me and then they will either place me on hold or say they have to transfer me to another team and leave me on hold for hours. I got so fed-up that I decided to cancel the contract and the same issue continued with every phone call i made with a futile attempt to cancel. It was a terrible terrible experience with a full one working day lost in addition to other days where I lost hours of time trying to contact them.
  • Reviewer
    Location
    Twickenham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Your Virgin Media company is completely useless!!

    Anyone looking for Broadband, definitely go to one of their competitors. Virgin Media do not care about customer service or quality of any service they provide. I am surprised they have not lost their licence already. 6 months, numerous calls and texts and still I don't have a recognised account with this useless company.

    Do yourself a favour and go to another company
  • Reviewer
    Location
    Atherstone
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Shockingly bad - loses connectioon several times a day and surprise surprise there is never an issue in the area. Had the hub swaped out but this dropping of service has gone on for months. Sent in a complaint via their website and not even the decency to acknowledge it.
  • Reviewer
    Location
    Milton Keynes
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    Absolute rubbish I can't understand how it takes four attempts to send us the router and still failed and still have no router - and hours and hours spent on the phone being transferred from dept to dept with no resolution - I wouldn't buy a lollipop from them let alone broadband service - they are rubbish and customer service is disgusting
  • Reviewer
    Location
    Scunthorpe
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unbelievable, how Virgin media can be so inefficient & still remain in business staggers me.I have left Virgin nearly a month ago. They asked for the kit back via email within 12 hours of leaving. The prepaid packaging from Virgin arrived I boxed it up & took it to the collect+ collection point weeks ago. Now Virgin are texting me threatening to charge me for the kit, when they already have it!!!! What on earth is going on at Virgin media. Who is running it?
  • Reviewer
    Location
    London ,Woolwich
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer service to rude and try tricking you. Cancellation is not possible as you call to people who don't listen you at all.Cost unbelievable for the same speed as other providers do.End of my contract will move to other provider.Virgin is worst company in UK.
  • Reviewer
    Location
    Enfield - London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shame I couldn’t rate 0!
    Virgin but be one of the worse companies especially for customer service I have ever seen.
    I would never recommend anyone to get anything from Virgin in fact I’d run the other way and even pay more just not to use them!

    I was meant to be a new customers with my broadband being installed today but the engineer turned up with attitude from the start especially once he found out the broadband wasn’t being setup in the room outside he was.
    He proceeded to enter my house with no mask on even though by law he is required to wear one like all of your engineers.
    He was extremely rude and saying he was wasting his time and looking at his watch.
    He rufused to even go up to see where the cable needed to go into as the hole was already there.
    He refused to give his name or show his ID which is required of a field engineer.
    He was ignoring questions and not replying back before walking off to his phone and leaving with doing no work and almost trapping my arm in his door while closing it.
    He reported “me” for being rude to his area manager who refused to send an engineer to do the job he was incapable of doing even though there are numerous witnesses and some of it’s recorded on a phone.
    So on top of the engineers rudeness, complete ignorance for H&S and incompetence he is always a liar!
    The support teams on the phone were just as helpful (NOT) being bounced around over and over and once finally getting through to compliance they take my postcode wrong and transfer me to sales without reconfirming it!

    Engineer & company have been reported to health services and will be reported to Enfield council on Monday.

    Utterly shocking which has now left me unable to work with no broadband which leaves me out of pocket!
  • Reviewer
    Location
    Cambridge
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    In terms of reliability and speed, it knocks or out of the park. However, when it comes to customer service and price, it is abhorrent. Where I live, you only have 1 option due to other companies having the correct equipment/accessibility. Therefore, I am forced to choose Virgin media. It has never been an issue until today where I was notified my 1 year contact was about to end. All I need Virgin Media for is broadband/WiFi, yet the price was going to shoot up to 55 pounds a month. I am in the Uk for only another 10 months. When I asked if it was possible to do a 10 month contract, I was told no and that it was either 55 pounds a month or the 18 month... when all I use it for is WiFI/Broadband. I was forced to do a 18 month contract but will only be here for 10 of those 18 months. Therefore, I am going to have to pay a hefty cancellation fee for the remaining months I didn’t use. The fact you can’t do your own timed contract or a year long contract is ridiculously stupid and will never recommend Virgin Media to another individual.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    One of the worst experiences I ever had with a broadband company. Their services are really bad. I have the same issue for months (not good connectivity and too many disconnections), a technician has come but nothing happened. I have called so many times the technical team but they don't do anything to solve the problem. Now there is an outage for 10 days and every morning since day 1, they give a new estimated fix date for the end of the current day... Stay away from them! I am waiting for my contract to end so I can leave because they have a huge amount of exit fees!! (Probably that's why they don't fix the issues, so that you leave earlier and pay the penalty fee). Do something good for your for yourselves and don't get involved with them!
  • Reviewer
    Location
    Reviewing
    Virgin Media
    Date
    Comments
    AVOID !!!!First of all Disgusting…
    AVOID !!!!First of all Disgusting custumer service!! Poor connection!!! Unhelpful!!!
    Before my contract finished I phoned them to cancel it, the manager it self convinced me to stay with virgin media for another year promising better speed (which it doesn't connect 10 steps from where the broadband is set) plus instead of paying the same 24 pounds I had to agree with 32 per month as apparently there is no further discount.
    However, the service is the same if not worst ! Have called them 5 times spending over an hour each call, and seems to get no where . Twice been promised that someone gonna call me in 3-5 days. From the last call I made its been a month and haven't received any calls from virgin! Today received a letter signed by Kaushik Nagendran (Googled his name , man with this name is based in shrilanka- really?) saying that they tried to contact me but there was no luck! They are not just thief's but a liars too!!!!! They don't care at all about solving the issue, they only want to charge as much as they can and because people don't wanna pay over 100 pounds yo cancel the contract they know that we have no other option just ti stick with the till the end of the contract! On my 2nd call to virgin spoke with such an unpleasant man who was working from home, he was so unprofessional, telling me " I know what you want, you want your money back, but because you not gonna get it you getting upset" First of all I didn't ask for the money, I asked to leave a contract free of charge! He continued to be as rude and insulting as he could be!! Shame don't remember his name!
    They offering me wired connection (lan/Ethernet) where possible, and get a boosters from virgin with extra 3 or so pounds a month!
    Its a joke! I WOULDN'T RECOMMEND VIRGIN MEDIA BROADBAND TO ANUONE !!! AVOID AVOID AVOID!!!!!!!!
  • Reviewer
    Location
    Oxford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    The worst customer service in universe!
  • Reviewer
    Location
    Chigwell
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Be careful if you move house.

    When arranging a house move with Virgin Media, you will be forced to use the web chat which is great if someone answers you. Sadly, I had to wait over 5 hours for a response only to be told that Virgin media is not available in my new area.

    I was then provided with the joyful fact that my contract must now be cancelled, so I have the pleasure of paying them £240 for the privelage.

    It turns out that in the fine print of Virgins contracts, if they are unable to provide you with even a basic level of service then you will be punished financially for it.

    Be warned, always read the fine print and never get tied up in a contract with a company that takes part in corrupt practices like this.

    On a happy note, they told me I could have 2 months to pay before they sell the debt onto a collection agency.

    Amazing customer services as always Virgin, well done!
  • Reviewer
    Location
    South Wales
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgins network has a built in Design feature which stops you using VPN for working from home, unless you either cough up an additional 5 Quid/month ( & 20 up front) or sign up for a more expensive package.
    Also, customer service is a joke. You can wait at least 45 mins.
    NOT RECOMMENDED. Avoid if it all possible.
  • Reviewer
    Location
    NOTTINGHAM
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Another day another broken service from Virgin media. How can they not offer compensation for interruptions up to 2 hrs every day!?! I have never been so dissatisfied with any utility service in my life
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What a pile of rubbish. Advertising super speeds only to constantly get poor service and intermittent faults. Forget trying to call customer service, they just read a script that tries to bored you to death in the hopes you stop calling. Now am told for the third time that they have an engineer fixing the problem and that others in my area have also complained and yet 2 weeks on and engineer still working on it. lol.
    What a was of money and fake advertising. How on earth do they get away with it. So, so, so miss my sky broadband, always reliable and never gives me head aches. Please stay away from this Company they don't care about you. Your a number to them £££.

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