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
    Falkirk
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    The broadband they provide is excellent, but their attitude towards customers and way of doing business is a disgrace.

    They admitted to me on the phone that prices will increase every 12 months. They have an absolute cheek to offer 18 month contracts.

    They treat customers with utter contempt and justify their behaviour by saying Sky/BT etc all do the same.

    Not good enough.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    The nightmare of trying to organise the disconnection and re-connection to my new home was laughable. In the process I had to confirm my old and new address and password 7 times. Cheap outsourcing has its consequences and your call center on this occasion left me utterly frustrated and fed up. We need some decent competition to Virgins fibre optic services, anything would be better than this headache!
  • Reviewer
    Location
    Glasgow
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Once a night it dies, constantly restarting router, installed my own router ... dies every night. Amazing speeds when it's working but very unreliable. Vivid 300 speeds from 10mb to 280mb upload always 12 mb
  • Reviewer
    Location
    Leicestershire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Great internet but phone service and WiFi from Super-hub it utter rubbish. Counting the month's until the contract is over.
  • Reviewer
    Location
    north east england
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    customer service appalling. cancelled my 3 month free trial of sports package/movies but still being charged. Contacted them on numerous occasions to no avail - its theft. superfast boardband and tv package great but wouldn't recommend virgin to family or friends simply because if something goes wrong customer is non existent.
  • Reviewer
    Location
    London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Great broadband, shame that the moment anything goes wrong you're completely on your own.

    How is it that within minutes of me checking out someone is on the phone with me, ready to talk me through the order process but the moment I commit to the contract I can't reach anyone from customer support? Guess you know where their priorities are.

    We have been with Virgin five months now and I haven't been able to register for an online account because of a technical fault. I've called multiple times and each time I'm told someone from the tech team will get back to me within a week. Haven't heard from anyone. Utter rubbish, I can't view my bills or self serve any of my issues, It's a real pain.

    Will not be renewing our contract.
  • Reviewer
    Location
    Derry
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Phoned 3 times today.
    1st time to get my virginmedia password re-issued as I couldn't get it sorted on line. I got a very helpful lady with an accent that makes me think she was not UK based. it took a while and she tried very hard to help and eventually she got it sorted, I think the problem was the system rather than her. try getting them on Webchat, I have for 2 days and got absolutely nothing, anyway we got there in the end.
    The 2nd phone call was to query my bill, I got a man with a accent which again made me think he was not UK based and he repeatedly answered a different question to the 1 I was asking. He kept telling me no discount possible but I hadn't asked for a discount, I was querying my previous bills. He them proceeded to give me a postal address to send my correspondence to. When I asked for his manager, he said he didn't have one. I was starting to think he was being deliberately difficult so I thanked him for his time and hung up.
    The 3rd time I phoned was to cancel my contract as the previous idiot had annoyed me that much (and I had a fairly good offer from SKY). I got a man with what I think was a Welsh accent, he couldn't have been more helpful or honest if he tried. He directed me to where I could resolve my billing query and made me a pretty good offer for renewing my contract.
    The actual broadband is quite good if a little unstable at times. I have had terrible experiences with Both BT and Talk Talk before so all in, they are not the worst.
    To Virgin media management, sort out your customer services. Cheap foreign call centers are not cost effective if they are losing you your customers.
  • Reviewer
    Location
    Sheffield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    WiFi from the router is erratic, even after engineers' attention.
    TV signal sometimes breaks up late at night across all channels.
    Tenda WiFi mesh system with a unit on each floor made WiFi better since Xmas.
  • Reviewer
    Location
    Redhill surrey
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Paying £79 plus land line in advance. No income since April so tried to cancel and just have broad band. THey would not let me ! I was transferred to 3 different people who ignored my request and kept trying to sell me a different package. Eventually the 3rd person said I could have the same package that I have for £29 a month. Leaving the phone off the hook as it’s only scammers who use it and freeview because it’s a better picture, and android box.
  • Reviewer
    Location
    Thamesmead. SE London
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Broadband is medium speed, especially wifi at home is often very slow. Additionally, chose BT sport initially as i wanted to watch premium league, as it did not show all matches Virgin media customer service advised to get the more expensive pack Sky sport as they show all premium league matches. Today when 4 matches were playing NOTHING, not even 1 match was shown on the any sky channel. Complaint about misinformation given by agent and cancelled package immediately.
    deceiving information given about packages.
  • 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
    Essex
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    It is great when it works. But if there is a fault Virgin Media is not helpful at all! You will be trying to get to the customers service in hours and they will be fixing their faults for weeks and months.
    Here is what they posts to customers: "Virgin Media are unable to offer a fault free service".
  • Reviewer
    Location
    watford
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    every single day after 9.30pm speed drop.
  • Reviewer
    Location
    Leicestershire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have been left angry and frustrate by the way I have been treated by Virgin Media and I'm only 3 wks into my contract.
    The engineer installed everything he could but couldn't register it due to problems in the day. I finally get through to register at 7pm using my mobile.So phone or internet for approx 5hrs.I had to connect phone.
    Sister concerned as she couldn't get through to me having rang several times I'm disabled and live alone.
    Find out phone not working, contact virgin new number given even though I'd asked to keep old number. Contact virgin to be told that it's unlikely i can have old number as they are only given a week to transfer. Contacted previous provider virgin hasn't been in contact with them!!! So my account still open and they will wait for Virgin to contact them.
    Have to wait at least 14days before I get old number.
    Today I find i have a bill from previous provider 53.87 and to top it all virgin has taken 102.95 for a service that isn't fully up and running.?
    Virgin technician arrives today with another piece of equipment.
    I Now Have an extension lead of 4 olive connect to 3 plugs = 7 plugs in a 2 plug socket. When I complained about fire safety risk they want 99.00 to install extra plug.
  • Reviewer
    Location
    nottinghamshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I was rather satisfied with Virgin until I moved home. They claimed that they could not schedule an openreach engineer to connect until 3 months after I moved. Yet another provider installed me within weeks. I told them that I would not pay the cancellation fee, given that they were not able to provide me with the service. Even before the deadline to pay the bill, I received a very threatening letter from a debt collecting company. I paid as I planned to on the last day and then told Virgin that I would bring the issue to the attention of ofcom. Then they paid me back. But that was little reward for the hours spent, waiting on the phone, being transferred from one service to a random other one trying to get rid of me complaining...

    They may offer the best speed, the best deal, I will never go back to them.
  • Reviewer
    Location
    Blackpool
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Having recently switched to the 60mb Broadband deal, I am more than disappointed that I not not been able to achieve anywhere near this speed. I have completed several test over the past few days at different times of day with wildly varying results, however non of these come anywhere near the 60mb max. offered by my supplier.
  • Reviewer
    Location
    South Croydon
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Terrible customer service, wouldn't answer simple questions and kept offering new offers when I just wanted to keep the contract I am currently on. Very difficult to understand them over the phone due to the strong accent. Eventually sorted what was meant to be a simple procedure as I am moving house but didn't fully complete the process over the phone. Then sent an email saying I needed to update my details online for ebilling which surely would have been easier to do over the phone. I haven't been able to do this as the instructions aren't clear and the website is extremely confusing at times. Looks like I will have to call back and deal with the poor customer service again. Not happy.
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Customer service is poor and does not make it easy to find the answers you need.
    The broadband itself is really fast but it is badly held back by the network equipment. The router they provide is slow, short range and unreliable. I switched it to modem mode and used a different router, the WiFi jumped from 10mb/s to 70mb/s.
    If you want to get the WiFi you paid for you will need to switch to a third party router.
  • Reviewer
    Location
    Woking
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    When virgin works it works incredibly well, but when something goes wrong it is impossible to get a clear indication of policy let alone a resolution. I booked an installation at a new house and asked for my service to be terminated at the current one at the end of the month, it was turned off mid month - all three services phone broadband and tv - when you work from home the first two are imperative - the third not so much. When I phoned on the Friday I was told it was a network fault and just coincidental- on Saturday it wasn’t a network fault but they had disconnected me and would need to fill in a reconnection form which could take UP to 72 hours - Tuesday - they were sorry it had yet to happen but would guarantee that it would be back on inside of 24 hours - 24 hours later- the wrong form had be used and she would now fill out correct form and it would be done in 72 hours - one week later we still wait. I have asked for this to be escalated but there is never anyone higher available to speak to. On a positive note the staff are all friendly and no matter how irrated you get they remain calm - I am guessing practice does make perfect! They should put their technical guys on the same course!

    All in all I wonder if just cancelling the lot and going elsewhere would be quicker - virgins broadband speed is awesome - customer service - aweful!
  • Reviewer
    Location
    Greater Manchester
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Brilliant product but the customer service is beyond shocking.
    I was out of contract and wanted to cancel my contract because of a change in circumstances due to ill health. The first representative told me there was no problem and as I was out of contract this could be done immediately. They put me through to cancellation department, they said I had a debit balance so they couldn't close my contract. I knew I did not have anything outstanding, and having been transferred to their accounts department, they confirmed there was nothing owing. Over an hour on the phone and I spoke to NINE representatives. By the end I was actually close to tears and the person I spoke to was actually ridiculing me. I would NEVER go with Virgin Media again, and strongly advise people to give them a miss. I had trouble earlier in my contract with them, and I know these are bit isolated experiences. VIRGIN ON THE RIDICULOUS. There are other companies out there who offer good broadband service, and who offer better customer service. Be warned!
  • Reviewer
    Location
    Leeds
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    I'm going to write an HONEST review as it seems most reviews are from people who come online while they are upset so I wanted to write one from a neutral perspective to help people decide. Overall Virgin Media is pretty good though it does come with a few problems and they have recently told me that when it comes to reimbursement from downtime they do it specifically by the day, in other words they no longer give you anything back as a gesture which I think is bad for a company that makes millions off every day people, one of the things for me that keeps me with a company is how they treat you and appreciate you as a customer (O2 lead by example on this!!) so they have become pretty greedy with money really and I think this should be changed. About the speeds, well generally I get good solid speeds of around 70 - 75 MB on the download and this is usually good, even on Wi-Fi too on my phone I get this and the signal seems pretty strong considering the router is upstairs and the room downstairs connects fine with the blu ray player which is opposite side of the house downstairs, we get around 2 - 3 bars on the signal strength and Netflix words fine BUT (and this is a big but) their consistency isn't the greatest and I have had a few outages recently and quite a lot of line drops, some of these line drops are so small you don't notice but they are there and stability isn't really their strongest thing (I'm not sure if any other company has this but Virgin definitely don't), watching Sky Go can often get the odd buffer due to this and I do think this is something Virgin need to get sorted considering they're not the cheapest of the bunch, which brings me to that point, the cost. Virgin Media are a little over priced, in fact VERY over priced really because although the packages and services sound good (and they are when they're running consistently) they're not very solid, they're very tight now due to a new 'policy' recently of only able to credit any downtime you have by the hour due to the computers and how they log reimbursements, so basically if you're a day without internet you're probably going to get a couple of quid, if that, which is pretty bad considering how other companies give you good gestures of good will after loss of service etc... so they're starting to become a bit greedy really and that's VERY off putting. They need to reduce their prices a LOT if they really want to compete and be the best out there because when you're paying so much for a broadband that's not really all that stable most of the time, it's pretty bad and even so they are still over priced. Generally the experience is good but it's not good to validate the prices they charge by any means, other than you do get a good speed (maybe different area's have different experiences). I guarantee that less is more for them and they would have a TON of extra customers had they have had lower prices but I don't think they would do that because they seem to be getting a little more money greedy than anything else really from what they told me yesterday about their new reimbursement policy, I just thought that was terrible.

    Customer services depends who you get, I called a guy recently and explained about how my internet had been dropping and cutting out a lot lately, he pretty much said to me that there was no record of it (basically calling me a liar) yet trust me it had been dropping out, he went on to say how they don't reimburse Wi-Fi loss (understandable) but I explained that it wasn't just Wi-Fi because ALL the connections went down, including my PC which is WIRED, he pretty much denied it and it was a complete wasted phone call, however a guy I spoke to later when it happened again was much more helpful, but he told me about the new policy about reimbursement where they have brought in a system where they can only give the exact downtime they see, no little gestures or anything, nothing and as mentioned above, I think that's pretty bad as it feels you're not really valued as a customer and they only give you back what they HAVE to by law basically, which is what I mean about how they treat you as a customer. Getting through to them isn't the hardest but it is a bit of a pain going through the system, this could be much easier (specially with the password crap on the automated system) and I've always had advisers in the UK too thankfully (nothing against the people abroad but they don't understand most of the time and we need this of course for these kind of things) so it's pretty touch and go really but all round the customer services haven't been too bad really.

    To be fair, I don't think the UK have a very good outstanding broadband provider so there's no competition for these companies to give best prices and services as Virgin have the speeds and strength but as mentioned above, so they don't need to be any better to us yet other companies might have a bit better service but don't have the speeds we often need for things such as Sky Go, Netflix etc.. and Wi-Fi strength in the home. Soon as a good broadband provider offers this at an affordable price for everyone, they are going to be soaring above the rest and all these companies such as Virgin will just fall and that's what they need. It seems a shame that the UK hasn't got a solid leading internet provider like we do with the phone services, such as O2 for example who are brilliant for 99% of people when it comes to everything and have been for many years. Internet providers need to take note and someone out there needs to spice up the competition for these people.

    I hope this has helped :-)
  • Reviewer
    Location
    Potters Bar
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I have BB(fibre)/TV/phone/multi-room. TV can be broken at time on both TVs. So not very reliable. TV Anywhere very often cannot access programmes. If you are with Sky I would not move. I am stuck here for 9 more months.
  • Reviewer
    Location
    Rugeley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Easter Sunday and what a pile of rubbish. Trying to video call relatives and the wireless broadband has been dropping out continuously all morning. And this after a speed increase and replacement router after the last one was found to b faulty. At over £40 a month simply not good enough.
  • Reviewer
    Location
    Swinton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    What lets Virgin down is the Email, it is off-line almost as much as it is on-line and is completely useless for business use. Add to this, theat Virgin took a rolling contract and made it a 12-month contract without asking me and fairly plainly the only use for virgin is as a "Carrier" for other services, not as an Email provider.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Been with Virgin Media for 14 years. The broadband is good, albeit goes down a few times a year. Big issue is if you ever have to phone them they are useless - hours on the phone and seldom able to help. Best just to wait until services return or accept they will not setup your account or be helpful. Ive even had them promise I wasn't tied into a term, for someone else from Virgin to say that was a lie. If you are lucky you will get through to someone in uk as they are much more able to help - the foreign call centres are a waste of space / effort calling them.
  • Reviewer
    Location
    Preston
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    The only food thint About VM was the broadband speed. I tried to leave their services a couple of times but surprisingly they managed to find better deal for me. Eventually when I decided to cancel my contract there were lots of issues, starting from security questions regarding my latest bill which I in fact received two hours after my call to Virgin Media. Very difficult to cancel services. Would consider a different provider.
  • Reviewer
    Location
    bedfordshire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    All good apart from farming out of telephone calls for customer service.I needed an interpreter for help,ridiculous a company as big as this is providing a bad communications port between customer and help.
  • Reviewer
    Location
    southend
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I've been with VM for over 11 years. In that time, I think the internet has gone down only a handful of times and it has been consistently very fast.

    The reason I'm leaving them is cost. I'm basically on their minimum package but still getting charged £60 a month for 70Mbps internet. That may be reasonable value, but I just don't need that speed. And they're unable, or unwilling, to offer me anything less.

    Trying to actually leave them has been fairly stressful. You can't cancel on their website, or via email. Nor do they make their postal address readily available. You have to go through their awful call centre. If you go through the menu to leave VM, you'll be put on hold for half an hour and then get through to someone who can't actually perform the task that the menu took you too. They then put you through to their retentions department - another half hour wait.

    After countless attempts to actually talk to someone who would cancel the service, and failing, I ended up finding their postal address on the VM forum, and sending a cancellation via recorded delivery.

    It's one thing to try and encourage customers to stay, I was initially quite willing to be persuaded, but after this experience I can't wait to be rid of them. They seem intent to obstruct you from leaving, and they do it in a "you can't do that" rather than "what can we do to make you stay" sort of way.

    Got a BT line installed the other day. It's 1/10th of the speed. It has several computers, phones and catch up TV boxes attached to it. No one in the house has noticed any difference and the wifi is actually better.
  • Reviewer
    Location
    Southampton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    The broadband speed and reliability were perfect and didn't have a single issue for a year. Then I had to leave due to move and had to interact with their customer service, which is atrocious.
    - had to wait over 50 minutes on wait line just to tell them I wanted to leave, this was a week day during a work time when there shouldn't be too many callers. Apparently it's too complicated to put the option to leave on the website.
    - I was overcharged on my final bill. Not only do they not properly notify you, they do not reimburse you automatically. Unless you notice and go through the same process of calling of trying to call them, your money is gone.
    - I have them 5-6 weeks notice before my move. They failed to send the box for returning the equipment. One month after moving address I get threatening emails that I will be charged £40 of I don't return it. Contacted the costumer service and asked to resend the box and to push the deadline for returning the equipment, as it was not my fault. They refused to do so and said I will be charged and this will be waived once I return it. Whilst I might not miss the money for a week or so, I imagine there are people on budget to whom £40 disappearing from their account might cause trouble
  • Reviewer
    Location
    Nottingham
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The broadband service itself is fair to good but the customer service is shocking and when a sales advisor tells you a price is fixed it is a bare faced lie. They can raise your bill by whatever price they seem fit at any point they like because it says they can in the ts and cs therfore once your stuck in a contract you have no choice but to pay (as it was for me) a near £10 increase over 6 months
  • Reviewer
    Location
    Perth, UK
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    My Virgin Smart Hub went faulty (completely dead - would not switch on) last week. Phoned Virgin who said they'd send a new hub. It is now 3 days I've been without internet. I phone Virgin again and go through all the options but none let you speak to an operator to check on delivery - eventually somehow (by accident I think) managed to speak to an operator who says it's in the hands of a 3rd party, and gives me the Yodel web site address and ref number. I check the Yodel tracking only to find my hub is not yet with Yodel. Could be days yet before I'm on line again. As a very long standing Virgin customer I'd expect a new hub would arrive in a day or two by express delivery. NOT IMPRESSED BY THE CUSTOMER SERVICE.
  • Reviewer
    Location
    blackburn lancashire
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    when speaking to a customer adviser you find you are speaking to somebody abroad they dont seem to understand English and after 20 minutes on the phone i gave up
  • Reviewer
    Location
    mirfield
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    Weare paying £70 a month for 200 mb fadt broadband and every time I run a test it is never higher than 50. I am in the same room as the hub and no other users are in the house. My connection and wires are all brand new installed by their own man so its not a wiring issue either. No excuse for charging people for something that isnt what it says it is.
  • Reviewer
    Location
    london
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    I have contract for more then 7 mounths , VIVID 350 fibre broadband ,but always have around 100Mb.When the contract expire i will move to another provider.I`m verry disapointed.
  • Reviewer
    Location
    brighton
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    If you want an expensive fast broadband then virgin is good, HOWEVER if you want a reasonable telephone service cost then Virgin is not for you at 10p connection charge for every call plus call cost !!! and land line cost WOW
  • Reviewer
    Location
    stoke-on-trent
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Virgin offer a great service and the bundle package for £19.00 is great then they stick £11.99 line rental on it and that is what spoils it if someone is having phone tv and broadband the least you can do is knock the £11.99 line rental off i now have a tv which we only watch gold on a land line i dare not use except at weekends when calls are free and a broadband connection that is great the first company to offer all this or just broadband without line rental will corner the market on telephone landlines and internet users i am more than happy with my broadband but if it says broadband for £5.00 then it should be for £5.00 with no hidden costs if there is line rental to pay then this should be made clear so you cannot get broadband for £5.00 but for £16.99 and there should be no rise after 3 months if you want to get customers then be clear on prices and what you are selling it is price that has driven me away from virgin and by this date 09/10/2010 i have only been with virgin for 2 weeks if there is no change it will end.
  • Reviewer
    Location
    Rugeley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    200Mb fibre broadband. Speed fantastic...when it actually works! All was fine when we first had it installed around 3 years ago, but as time has moved on, so has our internet...downwards. Completely random outages at various times can be really frustrating. And getting hold of customer care is another tale. Proves the old adage that profit and customer service do not go together.
  • Reviewer
    Location
    Kidlington
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Had to mark speed and reliability as high as we have had no problem with either. We just up graded our equipment with them. Engineer came out Saturday lunch time with the new TV box and router. Fitted both and could not get either working. Told to wait 2 hrs. Waited and nothing. Called customer service ha ha . Told engineer had to call and no one available untill Tuesday. That is incompetence not service..
  • Reviewer
    Location
    Rugeley
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    My son is moving out on Saturday, and the broadband account was in his name, but we decided to change the account to my name as he wouldn't be taking it with him. He contacted Virgin, who sent the relevant forms. We filled them out and I received the new e-contract which I signed and returned. Great - or so I thought. I've now found that when I sign into the Virgin site I'm only a secondary account holder, giving me only limited access to certain functions, and not allowing me to sign into the My Virgin Media app as I'm not the 'primary account holder'. So I phoned them. Well what a waste of time that was. After over an hour on the phone, speaking to somebody I could barely understand - and she became increasingly ratty because I couldn't understand half of what she was saying, as well as me having to repeat myself - all they have achieved is changing my contact email address. I'm still a 'secondary account holder' with limited access, and still can't sign into the app. Pathetic. But as long as the money keeps rolling in, they really don't care. Shocking customer service - if I performed like that, I'd be out of my job tomorrow. Plusnet beckons.
  • Reviewer
    Location
    Reed
    Reviewing
    Virgin Media
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    There is nothing wrong with the broadband but the customer service from Virgin Media is appalling, one of the worst I have ever had the misfortune of having to deal with. Their staff gave me false information, they were totally dishonest, all to make sure I had a final extra bill from them when I ended my contract. I will never enter into another contract with Virgin Media again. Worse than Talk Talk and I didn't think anything could be worse than that. Avoid Avoid Avoid I would give Virgin Media -5 out of 5 if I could.

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