Virgin Media Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Virgin Media.

Recent Customer Ratings for Virgin Media

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

Based on 7410 customer ratings since 2020-05-14 (Show all time ratings)

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.

3,782 Customer Reviews over 95 pages

  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I'm giving it one star because of how ridiculous the customer service line is. You go through the menu system, then it says "Please check your equipment and call back if you're still experiencing problems."

    I just went through the entire menu system and it didn't even put me through to an operator, just a message saying to check my equipment.

    I always have to call twice because of this stupid system.

    This is extremely unprofessional.

    Also, my internet goes down frequently with Virgin and sometimes doesn't come back until hours or even a day or two later.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      4 stars
    Comments
    They claim to be the best but they are the worst. broadband has always got problems always something wrong in the are not true the fact is they employ incompetent people to perform the jobs BT service is way more reliable and cheaper. I was supposed to complete my work for college but thay had whole day and they could not fix it some minor issue I bet


    pros: broadband speed is on point.


    cons:everything apart from the internet speed. so;costumer service, services, TV, prices ,reliabilty very very poor. avoid virgin media if you can
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely disgusting. Recently moved into a house and rang virgin media a week prior to moving in to sign up for our tv, broadband and phone. The installation appointment was booked for a few days after we moved in which was fine. They came to install it, only to leave telling us the cable coming into the house is damaged and needed repairing, again fine.

    After another week and a half, they came and repaired the cable and told us the install would then be another week and 2 days away! But again, manageable.

    Fast forward a week and 2 days, they come to -finally- install the equipment. Fast forward another 2 hours, when the man came in to tell us that there is no way we can get virgin media here, as the cabinet out on the road no longer has virgin media in, and hasn't for some time, meaning my property and ththe other surrounding me can't get virgin.

    The problem isn't the fact of not being able to have virgin, there are other providers. The problem is the fact that we were even allowed to sign up in the first place!! They would know the area is inserviceable to virgin media yet we were allowed to sign up regardless, wasting 3 weeks of our time, 3 weeks of no Wi-Fi, tv or landline. When I rang customer service to give them what for and to cancel my contract, all they could say was 'sorry.' No explanation, nothing. Absolutely disgusting.

    Rang sky straight after, getting tv and Wi-Fi (which takes two separate appointments) in under a week.

    Please avoid virgin, I'm shocked at the way they treat people. And how bad their administration must be letting people sign up even when they live in am inserviceable area.

    Disgraceful.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband very poor used to be with sky and was told was faster which was false. Every couple of months payment went up against agreed payment plan and no extra services provided so not sure what pavement was. Wanted to cancel and was lied to when we signed up to pay more. Currently fighting situation and customer very poor, really troubled and stressed family situation not happy at all and when sorted would never agree contract again.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Enter at your own risk
    Signed up to 350Mb Broadband service with this company and after paying full price for 15 Months I have yet to receive the 350Mb speeds as promised for more than a day since the beginning of the contract!!!!
    Have telephoned over 10 times to complain and after god knows how many hours of discussing the same issue of not receiving the promised speed over and over again Broadband still not working to promised level despite 4 engineer visits to rectify problem!!!! Broadband is typically running between 40-60Mb speeds when checking via Ookla. Have 12-15months of Ookla history to prove broadband speeds hardly ever reaching the bare minimum that is guaranteed by Virgin!!!! Let alone the full 350Mb!
    I am bitterly disappointed with the lack of service and the customer service and exhausted from calling Virgin over and over again without problem having been rectified. Despite never having received the promised download speeds or any kind of compensation for the failure of the agreement!
    My advice to anyone thinking of signing up to Virgin Media is to seriously look elsewhere, in fact anywhere except Virgin, unless you want to be over charged and continuously disappointed.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I will give zero star if I can. Took up 9 months student contact. Problem from day 1. Every time you called, they read from a standard sheet to give you identical answers. Then sent you email once how to improve Wi-Fi. They failed to admit it's because too many houses from our road are using Virgin so slowing down the speed. Nothing to do with my Wi Fi box etc. Useless customer services I will terminate as soon as I can.
    AVOID if you are in a high densely populated area.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Virgin media has always been a great provider of all the packages. My broadband and Wifi went down last night and I called for assistance and the gentleman was very helpful and told me exactly what he was going to do. He then stated it will be back on within 7 hours and true to form this was the case.

    You can’t always blame virgin media as a whole as it depends on the advisor you speak too and in this case he was very helpful.

    Thank you virgin media and I will continue use your services with great Customer satisfaction
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    recently lost Broadband connection. Spent best prt of a day trying to sort this out with a useless number of Virgin staff who were adamant the fault was at the router end which I knew it wan't. Eventually 3 hours later , lost days work it turned out to be a fault at their box causing a very high S/R ratio. This occured on the Tuesday Morning and no engineer available until Friday. I am now unable to work from home having to travel into the office costing me additional travel costs on top of the already lost days productivity and another half day at least on Friday.... Not an appology or anything Awful Customer service....
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    there is an obvious problem with my broadband and TV package which Virgin, after several conversations with them, are not prepared to resolve. They claim out of this world broadband speeds but in reality I find them quite slow for what I pay for the service (almost £60)
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    A disgusting Corporation with a growing reputation for customer dissatisfaction.
    I have been a Virgin customer for over 10 years, but want out because of the 100's of unwanted pressure calls trying to get me to add more services to my already excessively expensive bill to them each month. When I first tried to cancel ALL of my services they threatened me with a cancellation fee in excess of £700...next time (yesterday)when I tried to cancel with them...the operator grunted rudely, hung up on me and cancelled nothing. A truly horrible company.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin are shocking we have had virgin for over 6 years and we are moving into a new flat in which they do not service so we cant take them with us they have said it is in your contract that if they dont service the new place then you have to pay off the contract even though they do not service the new place :S i just dont understand how they can even get away with it, if you want shocking snobby customer service then go to virgin if not then SKY is the way forward
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Crap. At least once a month it breaks. Their online checker always claims all is fine meaning you have to ring the bottom feeders they employ to begrudgingly tell you that your area is having problems and will do for the next two months. Try and fob you off with lies about ‘tweaking settings on your router’. And then once a year it goes up 10%. Utter sh1te.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Ok the broadband is good - From my experience I can't complain about that, But then you have a Tivo box which was slow and hardly ever worked. Customer service at Virgin is so bad words can't decribe it. It's as though they are deliberately trying to loose customers? Used to be great company to deal with but something seems to have gone seriously wrong. On top of this prices went through the roof. I was a customer for over 16 years but was treated with Disdain so cancelled and went with Sky. Wow what a deal and the Q box is amazing. Also when you call they provide amazing service - really top notch. Funny thing: When I cancelled Virgin they pestered me for weeks trying to get me back with deals that they would not offer me when I was a customer of 16 years? Laughable really
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Comments
    I have to say I joined Virgin media a few years back and then all was good, broadband was fine and more than usable even in peek times. It was tweaked to 30 mbps and still all good and more than adequate for Apple tv and any other computing items and coping well with HD downloads. Early this year Virgin again tweaked the broadband to 50 mbps needles to say to compete with the now upcoming BT and sky 38 mb services and I thought brilliant another tweak in speed and with greater use of Internet tv services and interest in 4k tv through Netflix I was over the moon, sadly it wasn't to be as I started to notice that my broadband wasn't anywhere near doing what it should. I ran tests and found that I was pulling between 0.25-3.5 mbps and this was consistent daily. I reset the router and even changed the frequency as advised buy Virgin and no joy. I left it for a while and thought perhaps it's one of those things but the speed just seemed to get worse so I contacted Virgin media direct... At first they told me there were no issue in the area but after pressing matters they admitted the road needed digging up and they were awaiting permission from the council to do the upgrade then they gave me a £7 reduction which I had to contact them every month to apply to the account and for there problem which they kept under wraps. Even more frustrating were there price hikes.. You get a discount for the issue then within weeks you get an e mail saying something was going up. I have since tried to contact them only to be cut off after waiting on numerous occasions and other issue I had were when my wife left I wad in personal hell and because I was a week late on payment and despite me phoning them they happily slapped a late payment fee and cut me off for a whole 2 days even though I had never had payment issues ever in the past either. I have now had to go down the rout of e mail complaints and filling in online forms which generally I get a sorry and no action taken. Virgin treat there customers in a poor way and as soon as I can I am leaving, if anyone reads this thinking of moving to them then I ask you to go online and check the daily comments on there site on face book and every day you see the same with people paying top dollar fir there 150 mbps service and pulling about 1% of that. I have previously been with sky and although I have had my moans they did seem vastly more pro active in helping and even through the credit crunch after I contacted them to suspend services they managed to sort something out with the monies I had already paid and I paid next to nothing for 6 months but they had never ever suspended services if I had called in. So my advice is " DON'T EVER SIGN UP WITH VIRGIN, THEY SUCK YOU IN THEN ONCE YOU SIGN WILL TREAT YOU POORLEY AND TAKE YOU FOR EVERYTHING'
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs

    I saw a Virgin fibre broadband deal in August 2020 which I thought I would switch to from my current Sky. I then signed up for Virgin. I was given an installation date of 30th August, and was told that some external work would be done.

    I told Sky about the move, so my broadband ended with them on the 30th. However, on the 26th August I got a text from Virgin saying that they can't now install my broadband as external work has not been carried out. So with just 4 days left, I had to scramble to get Sky to keep my broadband up and til the 18th Septmeber, the new installation date. I received no apology from Virgin.

    On the 17th of September at 9pm, I got a text saying the Virgin Media engineer would not be coming down tomorrow as further work would be required. The installation would now take place on the 9th of October. As my Sky was being cancelled the next day, it was too short notice for them to prolong my internet.

    So now I have no internet access at all. As I work from home and use Zoom nearly every day, this is a massive inconvenience. To make things worse, due to Covid-19 lockdown restrictions in my area, I cannot travel to a family members house to use their internet. I have received no apology from Virgin, so I have cancelled them. Currently I am waiting for Plusnet to install my new broadband.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ABSOLUTE B******S - IF YOU'RE EVEN CONSIDERING VIRGIN MEDIA OR MOBILE, SAVE YOURSELF AND GO ANYWHERE ELSE - PAY MORE IF YOU HAVE TO!

    The internet constantly shuts off for hours on end. They put it down to 'maintenance works. No heads up, no advanced warning. When you finally give in and call, they give you an incorrect estimate for the time it will take to get back online - further messing you about in making alternate arrangements for times when internet is absolutely necessary - doing a masters degree in my case. They refund you at best 73 pence (or similar) as a 'daily maximum reimbursable amount' and have or show no compassion to any of the previous instances you've had to face as a consumer. I'm shocked they are still open and receive new business, a company like this should have dissolved long ago. I warned the representative I would be documenting my experience online to which he said 'you are within your rights to do that'. He showed no remorse in loss of consumers and it became clear, Virgin - as a company, simply do not care for existing customers. I cannot wait to change company, only reason I can't is because I'd be 'subject to an early termination fee' which I am not going to be paying.

    I truly hope if you are not with Virgin and have read this message, you save yourself a long future of poor internet, poor customer service and hours lost on phonecalls with practically 0 resolution.
  • Reviewer
    Location
    birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    basically poor customer service, no clarity, u can forget refunds, poor connection, rude. anything else. well try it and test ur patience with them. no longer will every get virgin, i would rather not have a broadband. useless, utter useless.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been with Virgin for 8 months, paid for the 200mbs package and I can say that the first month or two I did reach that speed. Soon after i would only get a maximum of 30-40 and reach minimums of 3mbs. The speed they provide it's not consistent and their claim that they provide the fastest broadband is utter lies.

    Secondly, I wanted to transfer my account to my friend, living in the same house, because I had to move somewhere else. When I called I asked for my account to be transferred to my friends' name and they informed me because it's a transfer I won't need to pay the cancellation fee and the whole process will take up to a month during which I will still be paying the internet. 2 days later they've cancelled my account and stopped the service, they've forced me to pay the cancellation fee and won't even get the extra credit for referring a friend because the account is disabled. Even though this is their fault they kept repeating that there are no notes about this transfer and blaming me for this whole deal. I never asked for my account to be cancelled and they just did it because of their incompetence. At the beginning of each call they say they will record the call for training purposes, I even suggested to listen to my conversion but they refused saying they will never do it.

    This is the worst customer service I've ever seen, people don't care, and when they make mistakes you, the customer, will pay for it.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have to stress how much Virgin Media is a scam in my student area, they shouldn't be allowed to advertise the speeds if they are expecting over subscription in my area.

    I'm paying for VIVID 200 package and it's overly apparent that most of the day everyone regardless of how much you're paying gets traffic managed to dialup internet. This has been a reoccurring problem in many areas. I've rang up tech a number of times, customer service and relations. Relations said that they can't credit anything back to me as there hasn't been an outage. Well there's an outage right now again, even when it's backup it will still be pretty rubbish internet. Hundreds of students in my area are now complaining as assignments are due soon.

    Good job Virgin media, you've successfully scammed me and thousands of other students yet again.

    TLDR: Live in student area, paying for 200 VIVID, get 1% of what I pay for, called customer relations & services only solution is to pay a huge fine to get out of the contract. Now its dead in my whole area again.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I highly Advise you do not get virgin media it's the worse service you will find. They lie to you about speed, I bought 100mb speed it's not even 8mb, the Internet keeps disconnecting every hour. it's so slow you can not even imagine. I try to ring few times there customer services waiting for the half hour have to hang up. Then I try online they have a people sitting there to sell online but not to help existing customer. when I was buying it they ring me every day. just do not buy the internet from them you will regret it if you buy virgin media keep away from them.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My worst experience with virgin media. I ll not recommended to anyone . And I ll never join again in my all life time . It's worst service and over charging without giving you notice that your contract has come to a end . Please don't be fooled . Thanks
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Absolute garbage customer service.

    I moved house and already had broadband setup in the new house. There's no way to cancel your account online so you have to call their callcenter. I tried to do that, and waited on hold for an hour only to be cut off. I tried sending a message using their complaints service but got no response there for weeks either.

    Now they're still charging me for a service that I don't want but can't cancel! Ridiculous.
  • Reviewer
    Location
    birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    the worst company. once you are with them they will rise the price and all you get agree with them mean NOTHING. do not connect to them.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid virgin media at all costs! They are treacherous and hike their prices all the time and will then offer you a "promo deal". This is something that several of my friends and family have experienced first hand too! They will then slap you with early termination fees as to scare you off of leaving.
    I've never had to deal with a company that is so treacherous and am taking this to Trading & Standards.


    AVOID VIRGIN MEDIA
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst company. Overcharging customers for low speed broadband. The internet speed so low I could not download text on my phone and I have to pay 42£ a monthly. After calling them that I need to cancel and disconnect from broadband, because I am not happy with the service they double the charges to 93£ a month without notice and carried on charging me despite I have been told them to disconnect the broadband 2 months ago. Dishonest virgin media.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst Internet EVER!I've had enough with this service! I could get better quality from the tree growing in the back garden than Virgin Media!!!
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Really bad customer service no one cares about customer. What there want it just to place the order. I m extremely disappointed. They promised call you back, and gave you appointment for the installation, but never. Unprofessional, they do what they want like market. I think Mr Branson needs to train them.
  • Reviewer
    Location
    BIRMINGHAM
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could give 0 stars I would. A disgusting company who rip you off, lie to you and hang up on you, once you've spoke to the robot and been on held for 30 minutes that is. I wouldn't bother it took me ages to cancel and still don't believe them that they have cancelled it. They love taking the money off you but don't want to speak to You! Rubbish
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Basically i had virgin broadband for ten years. Then all a sudden one day internet went and rangup customer service. The customer service sent a engineer and they said the cable has been chewed off and will habe to wait 4-6 weeks for planning permission. I thought fine i dont mind waiting. 10 months later i kid you not i swear to god no internet service only from my neighbour who i paid i had make do broadband. Here are a list i swear to god of there excuses over the 10 months. Need to get permission from council, need to get blue prints from bham airport as there are oil pipes, a total of 11 times construction team came out said we cannot fix ot yet the customer service team says they can. They send kids 18 year olds to do a job they not qualified too. The customer service team was appalong excuse after excuse once finally i snaped when the team said the engineer is coming and he 100 percent can fix it today. Waited took day off work and he dont show. Rang customer service they said sorry we cannot do it today we need blue prints from council will take 6 weeks. I told them to ************** and now i have BT hope it is better. Aboid Virgin honestly slow speeds too many people on my road have them is there excuse lame!!!!
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Virgin Media customer service is an absolute joke. Same goes with their policies. Got an upgraded bundle with 2x speed internet from my previous that included phone as well. I was only interested in the internet so I haven't even got a phone. Last bill they charged me for phone calls to certain mobiles!!!! When I called to explain the issue they send they will send an engineer to check if it's a cross-line and said my DD will be paused until this is fixed. Apparently a massive lie because I was still charged almost 3x my normal bill amount for phone calls when I don't even have a bloody landline! This is an absolute joke and I hope the authorities get wind of this cowboy behaviour
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband details:

    9 month virgin student contract
    100Mb
    £37 p/m
    4 people in the househole

    I can confirm virgin is THE WORST internet provider ever.

    SLOW is not even a word to describe it.. even with 100Mb speed... I have 17Mb speed at home using sky and it is still faster :/ (weird)

    Watching itv player this morning and it took about 10 mins to finally start up, the show then froze every 4 mins - its ridiculous.

    I know there is 4 of us but even when I am the only one using the internet it can be really bad. They just tell you to refresh the router which isn't very useful.

    I have used Sky and BT before which were perfectly fine.

    I would not recommend virgin to anyone as their prices are ridiculous to top it off.
  • Reviewer
    Location
    BIRMINGHAM
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    A load of crap, I wont be signing up ever again,prices keep going up almost every two months.virgin sent me threatening emails " we are going to charge you for un used equipment we sent you" more trouble.. there are better suppliers out there now. plenty of choice. stay away from Virgin
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling Customer Service. You get directed to somewhere in India who don't have a clue of actually resolving your query.

    Broadband speed is falsely over exaggerated immensely. I have not had my broadband for over 5 days, each time I get through to Virgin Customer Service Line, I am connected to someone in India who is reading a copied script of what to do etc.... Overall extremely Poor Service. If I could give Virgin a 0 rating, I would do.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I have been a virgin.net email account holder for years and am one of the many customers who have been caught up in the 'National Switch'. I didn't want to be transferred to TalkTalk (without my consent or wishes) not least because I wanted to keep my email address. So I arranged to stay with Virgin and have recently transferred to their cable service. I can't complain about the swift installation, and it seems a reliable enough service, although I'm in a city so may be better covered than some people. I can't really see that the 50mbps is actually any faster than the National Broadband service I was on before, however, for £11+ more a month.

    At this precise moment in time I'm unclear whether I'm being billed by both Virgin AND TalkTalk despite several emails attempting to get assurance that this is not happening, and I echo comments elsewhere about the very frustrating customer service where one is passed from person to person.

    This morning I also find that I am no longer able to send emails out of my virgin.net email. When I ring Virgin up (and after being passed to 4 different people) I'm told that I can't have that email now I'm a Virgin Media Cable customer. But when I was being transferred to Virgin Cable I specifically asked whether my virgin.net email was OK and the person at the other end said fine. So I appear just to have lost access to the email account I've had since the late 1990s just like that.

    Until this recent unwanted switch I've never had problems with Virgin. Now I am a lot more disillusioned.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I joined them 6 months ago. Services don't work. Indian helpline completely useless. They lie and cut off calls after making u wait for 30+min. Comolisn process even worse
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Virgin has been a nightmare from the beginning. My broadband was dropping off 3 to 6 times a day, I have called virgin they said that it was an issue with the street and couldn't do anything about it. The TV box was really small, everything was bad.
    Then they decided to increase the price of my package but I could cancel with no fees if I wanted to (a per their email). So I have decided to cancel, I called them on 16th September, the person was very helpful and told me that it will be cancelled in a month. I got charged on the 6th October for the full amount of a normal month (ok with that) then I received a letter crediting me for the extra money I have paid as I have paid for a full month but should have been charged only until the 16th + they added termination fees of £172. i contacted their customer service, I had a very helpful person who said that it will be fixed and I will received a personal cheque with the credited amount. Unfortunately that did not work and I have received another bill for the previous amount including the termination fees. I called again and I a very unhelpful person who did not understand they owned me a credit so she wanted to do a credit of what I thought I owned them but not give me back my first credit... long story short, she couldn't understand so I gave up, calling twice in 1 week i a bit too much for me. After hanging off, I realised that it was really unfair and that if they do that do me a relatively young person, who do older people manage if they don't understand their bill. I thought Virgin is a big enough company to not steal from their customers so I have decided to be brave and call again. This time the person tells me that I should be charged the termination fees... this time it is too much for me and I will write a letter to the headquarter. Awful experience from start to finish. thanks Virgin Media
  • Reviewer
    Location
    BIRMINGHAM
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Until this year I had always been pretty happy with Virgin Media but I have had so many problems with the service recently that I have had enough.
    I am locked in until next year but I am DEFINITELY leaving once my contract is up.
    The wifi is so flaky now I have had to buy long CAT7 cables so that a connection can be maintained while working from home.
    My PS4 used to connect with no problem but recently it just failed to connect at all wirelessly.
    I finally managed to get a connection after I set up a guest account specifically for the PS4.
    The PS4 can't be more than 12 feet from the router with no solid walls in between.
    Also, my PC drops it's signal too often as well. It usually kicks off again after resetting the adapter but not always.
    I tried phoning them but was told it might be an hour in the queue then I tried to raise a service complaint and what a shock, even THAT didn't work!
    The TV says that the signal is generally less than 50%.
    It's a real pain even though the speed is OK once connected via a cable.
    Once 5G services are common and not too expensive I can see Virgin Media going out of business.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    The worst customer service ever if you have to deal with indian call center. Had to call 3 times for them to give us the correct package at the correct price.

    Best thing is to use the thinking of leaving us option as this is uk.

    Cannot fault the speed or reliability, nobody has faster or more reliable broadband, and they know this. If only they could improve customer service!
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    So much for Virgin Media supporting NHS workers cancelled with them in June now sending threatening letters to pay for a phone line I don't have anymore. Worked right through Covid now off I'll with stress. Maybe should contact Piers Morgan he supports us key workers and he might get it sorted as I can't
  • Reviewer
    Location
    Birmingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Terrible customer service theyve got illiterate staff from abroad who can barely understand english.
    Greedy money hungry couldnt give a toss about customers.
    Uk calk centres are the way forwad virgin.bunch of a**holes lol

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